Email Troubleshooting - Why can't I receive email via POP3 or IMAP4?

Email > Troubleshooting
What are POP3 and IMAP4?

These are the protocols used by email programs to download email from a mail server.  POP3 is the most commonly used protocol.  IMAP4 is used when users wish to leave their email on the mail server so their email is accessible from multiple computers.

Common Problems Receiving Email

There are many reasons why email may not be received.  This article only applies to situations where a user cannot receive/download any emails.  It does not cover occasional rejected/blocked/missing emails from particular senders.

Email problems fall into two main categories:  Client Issues and Server Issues.  "Client" refers to the program you use to download email (Microsoft Outlook, Mac Mail, etc.) while "Server" refers to a server on the Internet. 

Common problems are as follows:
  • Client Issues
    • Wrong Incoming Server
    • Wrong Username/Password
    • Wrong Port Number
    • SSL or Secure Password Authentication (SPA) is Enabled
  • Server Issues
    • DNS / Domain Not Transferred
    • DNS / Domain Not Setup
Client Issues - Wrong Incoming Server

The incoming and outgoing server addresses will always look like mail.yourdomain.com (replacing "yourdomain.com" with your actual domain and suffix).  If the DNS for your domain has not been setup or transferred yet, you may alternately use mail.sitewizard.net as your incoming/outgoing mail server.

You can verify that your DNS has been setup and transferred correctly by looking at the Webmail interface.  Use a web browser to visit http://mail.yourdomain.com/ (replacing "yourdomain.com" with your actual domain and suffix).  The web page you see should be identical to http://mail.sitewizard.net/.  If the two screens are different, your DNS is not setup correctly.  See Server Issues below.

Client Issues - Wrong Username/Password

Important Note:  Your username is always your full email address (e.g. "yourname@yourdomain.com", not "yourname").  To verify that you are using the correct username and password, try logging into the Webmail interface at http://mail.yourdomain.com/ (or http://mail.sitewizard.net/).  If your username/password does not work in Webmail, contact your system administrator to reset your email password.

Client Issues - Wrong Port Number

If you have used the Webmail system to verify that you are using the correct username/password, your mail client may be set to use the wrong incoming port number.  The correct port for POP3 is 110.  The correct port for IMAP4 is 143.  Make sure you are not using a different value from your prior web/email host.

Client Issues - SSL or Secure Password Authentication (SPA) is Enabled

The mail servers at SiteWizard generally do not use SSL or Secure Password Authentication (SPA).  Ensure that SSL and SPA are disabled in your email settings.

Server Issues - DNS / Domain Not Transferred

Ensure that you have properly set up your domain's Nameservers to point to SiteWizard.  See Getting Started - DNS / Domain Name Setup for details.

Server Issues - DNS / Domain Not Setup

The required DNS settings for email support are created during the website setup wizard of SiteWizard CMS.  During that setup process, if you answered "I do not have a domain name", then no DNS records were created.  If you later decide to add a domain to your account, you must submit a support ticket in order for SiteWizard to setup the appropriate DNS records.  See Getting Started - DNS / Domain Name Setup for more information.

Help - I Still Can't Receive Email

If you have tried these troubleshooting tips and are still unable to receive email, please submit a support ticket and we will assist you.  When you submit the ticket, please include screen shots showing your current email settings.  This will help us to determine the problem quickly.  See How To Capture a Screen Shot for more details.

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