Email troubleshooting checklist for escalation

Once you have gathered the information below, proceed to the Contact Support page to submit your support request.

Checklist of items to gather

Please try your best to gather the following information so support can better assist you.

• 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., your IP) — You can get this at whatismyipaddress.com.
• Provider – The ISP you are using, such as Verizon or Comcast.
• Email client (name and version number) — Examples include Webmail, Outlook 2021, Thunderbird 78.10.1, and Mac Mail version 14.0.
• OS and version number — What operating system (and version number) or device are you using?
• Port # — What ports are you using? View the Email Client Configuration article for details.
• SSL — Are you using secure ports for incoming and outgoing connections?
• Protocol — Are you using POP or IMAP for incoming mail? View the POP 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 Data Center page.
• Server name — View this article to learn how to locate your mail servername.

• Full email headers — See the Viewing email 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 PHP mail/sendmail or via an email client?
• Mail server — Which mail server are you using? You can identify which mail server you are on by visiting the Data Center page.

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

• Addresses — Sending address and receiving address
• Time — The date and time the email address was sent, including timezone (or, timenow).