Email troubleshooting checklist for escalation

If you believe your email is not functioning as it should, DreamHost support needs specific information in order to assist. This article provides you with a check list of items that support must have in order to troubleshoot your issue. Once the information that is described in the following is gathered, proceed to the (Panel > ‘Support’ > ‘Contact Support’) page to submit your support request.

Sending/receiving/connectivity issues

  • Error message – Describe the exact error you see in the client, including any error codes. Paste the error you see into your support request.
  • Email address – The address you’re using when the issue occurs.
  • Source IP (i.e., customer's IP) – You can get this at whatismyipaddress.com.
  • Provider – The ISP you are using such as Verizon or Comcast.
  • Email client – Examples include Webmail, Outlook, Thunderbird, and Mac Mail.
  • OS – What operating system or device are you using?
  • Port # – What are the ports that you are using? View the Email Client Configuration article for details.
  • SSL – Are you using SSL for incoming and outgoing connections?
  • Protocol – Are you using IMAP or POP3 for incoming mail? View the POP3 vs IMAP article for further details.
  • Authentication – Are you using password authentication for outgoing mail?
  • Time – Time of the error including your timezone (or, timenow).
  • Traceroute – Perform a Traceroute to your mail server. You can identify which mail server you are on by visiting the (Panel > ‘Support’ > ‘Data Centers’) page.
mail-servernames.png
  • Under the 'Mail service' section you'll see your mail server to the right of any domain. In this example it’s homiemail-sub4.
  • Use the matching server name in the table below for the incoming AND outgoing server in your mail program.
    Email Cluster Server Name
    homiemail-sub3 sub3.mail.dreamhost.com
    homiemail-sub4 sub4.mail.dreamhost.com
    homiemail-sub5 sub5.mail.dreamhost.com
    homiemail-master homie.mail.dreamhost.com
    • This example shows homiemail-sub4. So you’d enter sub4.mail.dreamhost.com into your client to connect.

Delay issues

DreamHost support needs the following:

  • Full email headers – View the Viewing Full Headers article for instructions on how to obtain these.
  • Time – The time the email was sent and received including timezone (or, timenow).
  • Addresses – Sending address and receiving address
  • Where was the email sent from? – Was the email sent from the web server using phpmail/sendmail and so on or via email client?
  • Mail server – Which mail server are you on? You can identify which mail server you are on by visiting the (Panel > ‘Support’ > ‘Data Centers’) page.

If mail was not received

  • Addresses – The email address that sent the email and address to which the email was sent.
  • Time – The date and time the email address was sent including timezone (or, timenow).

DreamHost mail logs only go back a few days, so you must provide recent examples.

See also

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