Woodlandsprite

Hello, I'm hoping someone here may be able to shed some light while I continue to wait for updates from Support.

My ecommerce site http://www.spritelygoods.com
suddenly stopped being able to send emails - it seems the emails are getting created, however they aren't making it out.

The shop has been up and running fine for over a year. No changes to the mailboxes have been made, nor any settings changed on my end. The shop is set to send email via smtpauth, and I have validated the email address and password are correct (they certainly should be seeing as no changes have been made recently!) and they were.

While tring to figure out what was going on, I tried subscribing one of my other email addresses to the shop newsletter, knowing that that would generate an autoemail requiring confirmation from the recipient.

Ah ha! this seems to be where the disconnect is - the error returned is: Could not connect to SMTP host.

I've tried changing to port 26 (was set up on port 25 for outgoing mail) just in case there was something with that port, but no luck. Ive also attempted using the + in the email address for authentication instead of the

but again, I have not made any recent changes to my end and this problem seems to have appeared on or around the 18th or 19th of this month.

Anyone here have any ideas what I might do to try to resolve this, or am I at the mercy of support?

Thanks in Advance for your help, I'm eager to get this resolved.

__________________
server: SH89
72.29.83.173
domain:
http://spritelygoods.com

Bigjohn

It's an internal firewall issue.
Open a ticket.
This killed my webmail system access for a few hours yesterday.

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Woodlandsprite

Bigjohn - thanks, I have a ticket open. Surpass has elevated it to 3rd level support and still no resolution. It's killing me because a bunch of automatic stuff that is supposed to get kicked out like confirmations to customers aren't going anywhere.

I hope they resolve it soon.

__________________
server: SH89
72.29.83.173
domain:
http://spritelygoods.com

Woodlandsprite

3rd level support is still working on it and they seem convinced it is not on their end.



Can anyone here confirm the following:
The ecommerce site is set for SMTPauth for email transport
the mail server is set to mail.mydomain.com
the SMTP port is 25

These are all as they should be, yes? (well cripes, I should hope so, since that's how they've been for a year with no problem!) Mailbox for authentication has been validated as has the password.

Anyone have any idea what might cause SMTPauth to no longer work?
Email either gets generated and doesn't go anywhere, or I get the Could Not Connect to SMTP Host error.

I'm hoping someone here has a nudge that I can give to Support.

__________________
server: SH89
72.29.83.173
domain:
http://spritelygoods.com

MarkRH

Hmmm Curious, using a local email client like Outlook Express or something, are you able to send email through your mail server? Does the From address that you're using have an actual account? Have you gotten any bounce-back messages in it or the mail account associated with your main cpanel username?

Are the any error_log files in the directory where the ecommerce scripts are located?

__________________

Woodlandsprite

Mark - all good questions, and things I hadn't thought to try.
I have never set up a local mail client - so I took the opportunity to do so...and I was remarkably unsuccessful. I tried using just the username portion, the usernamemydomain.com and username+mydomain.com as the logins all with no luck.

I have set both the incoming mail server and outgoing mail server to:
mail.mydomain.com

I have set the outgoing mail server to require authentication
I have set the incoming mail port as 143
I have set the outgoing mail port as 25

The following errors are being returned while trying to complete setup:

-Send Test Email (failed) - The specified server was found, but there was no response from the server. Please verify that the port and SSL information is correct.

-Log onto the incoming mail server (failed) - Unable to log onto the incoming mail server

-Find outgoing mail server (failed) - unable to connect to the outgoing mail server (SMTP)

I have confirmed the email address and password are correct by logging into webmail from Cpanel.

Regarding the From Address, it's a mail forwarder out of my domain - not an actual account. I can make it an actual account, but the shop has functioned just fine as it was for almost a year (as in just shy of a year as this time last year I was in final debug phase)

No bounceback messages, and no recent error messages appended to the errorlog.

I have confirmed that the email messages that are supposed to go out are generated, they just never manage to get sent from the shop (the shop archives the emails in its database).

Sounds like I have another little something to hand over to Support.

I presume I *did* set up outlook correctly?

__________________
server: SH89
72.29.83.173
domain:
http://spritelygoods.com

wgm

Do you have in the outgoing mail server area (same as attached) have my server requires authentication checked or unchecked.

If unchecked, check it and see, not required to fill in information.

Woodlandsprite

I had it checked, I noted that surpass requires authentication.

__________________
server: SH89
72.29.83.173
domain:
http://spritelygoods.com

wgm

Well darn, thats all I could think of.