This FAQ is meant to provide some insight into the email services
offered under Precisium's
hosting services (junctionworld.com / 11email.com) - although there are some points which may apply more broadly to all email services - it is not a
general email FAQ.
For information on other aspects of Precisium's hosting services, see the main FAQ.
As is the case with the main FAQ, this list is a fairly loose interpretation
of the phrase "frequently asked questions" - It's just a list of hopefully
useful pieces of information.
Send any further questions to support@precisium.com.au
Email Problems
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Sending Problems
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"Authentication required" or "user not local and relaying not permitted" error.
If when trying to send mail you receive such an error then this indicates you do not have smtp authentication enabled for the account you are trying to send with.
The Precisium mailserver(s) require you to log on to send mail.
Outlook Express and Outlook 2000; Outlook XP instructions
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Server not found or timing out when trying to send (SMTP port 25 blocked)
The first thing to check is your internet connection, but if you're able to view this page then that's probably ok.
The main cause of problems connecting to the Precisium SMTP server is ISPs blocking port 25 traffic.
Port 25 is the standard email delivery port for server to server use. In the past, port 25 was also the most common port to use for clients to submit messages for delivery.
With increasing levels of spam, more and more isps (Telstra, Optus, iiNet etc.) are blocking outgoing port 25 connections so that customers can connect to the ISP's SMTP systems on this port, but not other networks.
Reserving port 25 for server to server communication, and encouraging users to submit their messages with a username and password on another port is part of the effort to reduce the amount of spam and number of viruses being propagated.
Port 587 is now a very common standard for password-protected mail submission (SMTP AUTH).
The net result of this is that if you use an isp that blocks port 25 and will not open it up for you then you cannot send mail via our smtp server using port 25.
There are several ways to get around this problem.
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Change your mail program settings to use Authentication and the Mail Submission Port 587 instead of 25.
This is the recommended way to get your email delivered.
Outlook Express and Outlook 2000; Outlook XP instructions.
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Change your *Outgoing* Mail Server only to use your ISPs systems.
This can cause delivery problems if your Domain uses certain spam mitigation technologies such as SPF.
In general it is recommended that you submit your mail using systems belonging to the same provider which handles your incoming mail. (ie your MX provider)
For Telstra Bigpond see this notice. You must disable smtp authentication using this method.
Outlook Express and Outlook 2000; Outlook XP instructions
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Ask your ISP to make an individual exception and reopen port 25 for you.
e.g Optus Technical Support has in the past accepted such requests on 133 937
This option should generally be reserved for the situation where you are running your own email server and you are not using an SMTP 'smart host' to inject emails into the wider internet.
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Receiving Problems
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Email client keeps prompting for a password
- Either your password on the mailserver has been changed and you haven't updated your email client
- or someone has changed the settings in your email client
- or your email client has corrupted its settings.
Try inputting the correct username/password into your account settings.
If that fails you may need to delete and recreate the account in your email client.
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Can't find the server or timeouts
- The most common cause of this is either local internet or intranet connectivity issues - make sure you have correct internet connectivity.
- Firewall settings - make sure your firewall allows outgoing port 110 connections.
- Malfunctioning virus scanner - try temporarily disabling email virus scanning and if that fails try rebooting
- The POP3 server might be temporarily off-line for maintenance or experiencing technical problems.
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"Stuck" message.
The most common cause of this is a corrupt or malformed message (usually spam or a virus) that a virus scanner fails to download and pass on to your email client correctly. Very ocassionally an email client will also fail to retrieve a corrupted message directly from the mailserver.
Firstly try temporarily disabling email virus checking. If this fails then you can use the webmail interface to delete messages directly on the mailserver. NOTE: You MUST turn off email clients (Outlook, Outlook Express etc.) while using the webmail interface.
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Someone can't send to you because of 'spam' settings
If someone reports that their mail to you is being blocked as 'spam' - it will generally be because their email is coming from a system that has been caught sending spam, or is compromised by a virus or trojan.
They should be encouraged to complain to their own technical support to clean up their system - but if this is not practical you may wish to review your spam protection level
See our spam information page for further details.
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