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.
- 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.
- 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
- This example shows homiemail-sub4. So you’d enter sub4.mail.dreamhost.com into your client to connect.
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.
- Email client configuration overview
- Email client protocols and port numbers
- How do I view email headers?
- How do I read email headers?
- How do I subscribe to the 'old-messages' folder?
- Inbox Archiver settings
- Description of fields on the Manage Email page
- Email disk usage warning overview
- How do I adjust my email storage limit?