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Troubleshooting Email Issues

Filed in Domain & Email

Please note that Aarcade custom domain and email services are only available with an Aarcade Domain & Email Plan.

This article is provided to assist you in troubleshooting issues with your email account such as bounced email messages and failed message delivery. Please be sure to work through this entire article before contacting Aarcade Support. If and when you need to contact Aarcade Support, please refer to the section Contacting Aarcade Support at the end of this article.

Regardless of your particular case, if emails have been returned to the sender undelivered (i.e. bounced), please ensure that you have the complete error details from the bounced email or emails before proceeding. Ideally this would mean a complete copy of the bounced e-mail, but at the least should include the subject line of the bounced email and the complete error message included in the body of the bounced e-mail.

Step 1: Check The Receiver’s Spam Folder

An often overlooked first step is to ensure that undelivered email has not been diverted to the receiver’s spam or junk folder. Be sure that you have completed the following before proceeding to the following sections of this article:

  • The receiver has checked the spam / junk folder using the original webmail interface of their email service provider. In the case of Aarcade, this is the webmail interface linked in the login details sent to you at email account creation.
  • The receiver has checked the spam / junk folder at their preferred email application (i.e. the application they use to regularly access their email, like Apple Mail, Gmail, etc.)

It is also recommended that the receiver whitelist the email address and/or domain of the sender before proceeding. For instructions on whitelisting, refer to the help provided at the webmail interface of the reciever’s email service provider.

Step 2: Testing via Webmail

If you are using an application (e.g. Apple or iPhone Mail, Microsoft Outlook, etc.) to send and receive your email – in other words you are not using your webmail interface – log in to your webmail interface now and check the inbox and all folders there for lost messages. Also test sending and receiving messages from the webmail interface.

A link to your webmail interface is included in the login details sent to you at email account creation.

If the webmail interface sends and receives email correctly, then your issue is with the account set up in your email application. To resolve this, delete the account from your email application, flush your DNS cache per How do I flush my cache of old domain data? and then set the account up from scratch, carefully following all instructions (sent to you when your email account was created). Pay extra attention to the incoming and outgoing email server settings to ensure they match the instructions exactly.

If you have completed the above testing and you are still experiencing email issues:

  • If you are having issues sending emails from the webmail interface, proceed to step 3.
  • If you are having issues receiving emails at the webmail interface, proceed to step 4.
  • If you are having issues both sending and receiving emails at the webmail interface, proceed to step 5.

Step 3: Emails From An Aarcade Account Are Bouncing Back Or Are Otherwise Undelivered

If the emails are bouncing back from one particular address (e.g. someones.name@bouncing.com) or a domain (e.g. someones.name@bouncing.com, another.name@bouncing.com, etc.) but you can still send emails to other addresses, then the cause of the bouncing is most likely to be at the receivers server.

You should contact the receiver by another means (alternative email address, phone, etc.) or alternatively contact the webmaster of the domain to inform them of the error. Bounced emails will often include details of the error, so it is important to include all of this information when reporting your bounced e-mail.

If the webmaster of the domain indicates that the source of the issue is with your Aarcade email service, please refer to section Contacting Aarcade Support at the end of this article.

Delayed or bounced emails from a specific email service like Gmail, Outllook, etc.

If your emails are being delayed or bounced back from a specific email service, your email server may have been flagged as a source of spam by that service. This can occur due to the forwarding of emails to these services (in which case, any spam that is forwarded decreases the reputation of your server) or hijacked email accounts. In this case you should:

  1. Follow all of the instructions in support article How do I integrate my Aarcade email with my Gmail, Outlook, Yahoo or other email service? to resolve the issue immediately.
  2. Contact Aarcade and include the details of the issue by first referring to the section Contacting Aarcade Support at the end of this article.

Step 4: Emails To An Aarcade Account Are Bouncing Back Or Are Otherwise Undelivered

If you receive a report from a sender that their email was bounced back from your address, you should first obtain the exact email address the sender used and the complete error details that were included in their bounced e-mail.

In most cases the error message provided with a bounced email will explain the precise cause of the bounce.

You can then check the email address and error message for the following common causes of email bouncing:

 

Error:
The email address is misspelled

Resolution:
Provide the correct spelling to the sender

 

Error:
The email address does not exist

Resolution:
Provide an existing email address to the sender

 

Error:
The destination email inbox does not have enough disk space

Resolution:
Review the destination inbox and clean out / archive old email messages to free up disk space.

 

Error:
The sender’s message is over-sized

Resolution:
Typically caused by an extremely large file attachment. Use Dropbox for sharing such files.

 

Error:
The sender’s message is rejected as “junk” or “spam”

Resolution:
The sender’s email server has been flagged by a recognised email monitoring authority (typically detailed in the error message). The sender must contact their own email service provider, with their bounced email error message, to have them resolve this issue.

 

No Error Message Is Available Or The Error Message Did Not Help Resolve The Issue

If there is no error message or you can not resolve the issue with the above information, perform the following checks:

Check Sender’s Spam Status

Check if the sender can email a Gmail account, i.e. someone@gmail.com, without having their email bounced. This can help discern whether the sender’s email is considered spam by Google and/or Aarcade. This is the most common cause of email being bounced by Aarcade. Emails marked as spam will often be bounced by Google with a fatal error.

Check if the sender’s domain is included on any spam blacklists using the MXToolBox Blacklist Tool

If the sender’s email does get bounced from a Gmail account or is included on one or more spam blacklists, then the sender should contact their web site / email service provider to alert them and have them rectify the issue. In this case, the service provider should be referred to Google’s email guidelines.

Check Sender’s Cache

If you have recently had an email server change (i.e. your email service was recently moved to Aarcade or Aarcade just upgraded your email system), and the sender has emailed you at the relevant address before the recent change, their computer may be trying to send email to your old server because of the information cached at their local network or device.

Such cached data should clear within a few days or your sender can attempt to clear their DNS cache per our support article How do I flush my cache of old domain data?

If the above does not resolve your issue, please refer to the following section Contacting Aarcade Support.

Step 5: Contacting Aarcade Support

Before contacting Aarcade, please gather the following information (as far as practical), as this will greatly assist Aarcade in troubleshooting your issue.

For failed outgoing emails (i.e. email from an Aarcade account):

  • If emails were returned to you (i.e. bounced back to you) include:
    1. All error messages provided in bounced emails
    2. A header from one of the bounced emails – see How To Get Email Headers
    3. Any error messages or relevant status data (e.g. disk space usage) provided at your webmail interface?
  • Answers to the following questions:
    1. Have you tried sending email from your webmail interface?
    2. Has the receiver checked their spam / junk folder via their webmail login for the undelivered email?
    3. Which email addresses, domains or email services (e.g. Gmail, Outlook, etc.) are rejecting your email? Note that large email services like Gmail will move at their own pace so if Aarcade need to work with them to resolve the issue if can take some time.
    4. Is the email issue consistent or intermittent?
    5. Have you contacted the receiver or their domain webmaster regarding the issue? If so, what information did they provide?
    6. Can you successfully send email to an address at one of the large email services (e.g. can you send to a someone@gmail.com address)?

For failed incoming emails (i.e. email to an Aarcade account):

  • If emails were returned to the sender (i.e. bounced back to them) include:
    1. All error messages provided in bounced emails
    2. A header from one of the bounced emails – see How To Get Email Headers
    3. Any error messages or relevant status data (e.g. disk space usage) provided at your webmail interface?
  • Answers to the following questions:
    1. Have you checked your spam / junk folder via your webmail login for the undelivered email?
    2. From which email addresses, domains or email services (e.g. Gmail, Outlook, etc.) are the failed emails being sent?
    3. Can the sender successfully email a different address at your domain without it bouncing?
    4. Is the email issue consistent or intermittent?
    5. Have you contacted the sender or their domain webmaster regarding the issue? If so, what information did they provide?
    6. If you have recently had an email server change (i.e. your email service was recently moved to Aarcade or Aarcade just upgraded your email system); how long has it been since the change?
    7. Can the sender email a Gmail account, i.e. someone@gmail.com, without having their email bounced?

Once you have gathered as much of the above information as practical, please include it when you contact Aarcade Support.

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