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 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
  • 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 secure ports 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 Data Center page.
  • Server name – View the following article for instructions on how to locate your mail servername.

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 Data Center 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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