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All email account on one domain stopped working in mail clients. Webmail works

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17 comments

  • mtindor

    sounds like whatever hostname you have defined as the IMAP server in your email client configurations cannot be resolved.   If I were you, I would be checking DNS to make sure that the mailserver hostname that you use actually resolves globally.   Maybe your domain is expired or somebody changed some DNS entries for your domain.

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  • Vladica Ivkovic

    Thanks, but how come the webmail works fine?

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  • cPRex Jurassic Moderator

    We'll need some more details on this issue before we can provide much advice.

    I do like mtindor's guess of the hostname having an issue.  Inside the mailserver settings for one of the users, check the connection settings and see if the hostname they are using to reach the system is still valid with no DNS issues.

    If that is working properly, you could check /var/log/maillog while trying to connect from an account to see if that leaves any interesting or helpful logs.

    That's where I'd start - let us know what you find!

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  • Vladica Ivkovic

    I checked the nameservers for the domain and it has the same hostnames as the other domains on the server (WHM) that don't give problems. Also checking at leafdns.com gives no errors, warnings or anything suspicious. No errors in /var/log/maillog on connecting the emails associated with that domain either.

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  • cPRex Jurassic Moderator

    We might need to see a ticket on this issue if there are no obvious error messages.

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  • Vladica Ivkovic

    The same client has 2 more domains on the same server and are installed on the same computers and phones, and these work fine. All three domains have the same nameservers. 

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  • Vladica Ivkovic

    How can I open the ticket without going through my license supplier? Your system asks me to contact my server guys and I have a self-managed server.

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  • cPRex Jurassic Moderator

    A ticket would need to go through where you purchased your license, yes.

    Did you check their mail client settings and confirm they had a valid imap server in place?  And that you're able to reach it?

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  • Vladica Ivkovic

    I submitted the ticket to my server supplier 14hrs ago but no answer. Ok I will wait for them.
    How do I check if there is valid imap server in place? 
    Isn't this one imap for the whole server (WHM)?
    As other domains / accounts work fine.

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  • cPRex Jurassic Moderator

    You would have to check the actual settings inside one of the user's mail clients to see what server they are using to connect to.  It could be anything, so you'll have to confirm what it is.

    Once you have that server name, you'll simply need to try and connect using their details.  You could do that through a mail client yourself, or you could try a telnet test to the port using their server name to see if it's open for connections.

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  • Vladica Ivkovic

    Ok, thanks.
    How do I use telnet test to check the server names and ports if they are working from their machines?

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  • Vladica Ivkovic

    I figured out about the telnet command. 
    It cannot connect to that particular domain. Any other domain does not reject connection like it does not exist. The SSL for the domain is active and running. The zones for the domain seem fine and when I send the test email from webmail to mail-tester.com  it comes back as everything is 100%

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  • Vladica Ivkovic

    Ok, I've made progress by accident.
    I did: telnet mail.domain.com 465 - and that failed
    Then I tried telnet domain.com 465 - and that went through. 
    So I tried to add the email to the client with sever name just domain.com instead of mail.domain.com and that worked.
    What could have caused this and how do I revert this server name back for this domain to mail.domain.com?

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  • Vladica Ivkovic

    Can you please suggest something about my previous post?

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  • cPRex Jurassic Moderator

    You'll want to check the DNS for the mail subdomain.  It would seem that something has caused that to break - a basic ping or dig check against that subdomain would show if there is a DNS problem.

    You could either fix the subdomain and get that working or have them update the mail client to just use domain.com.

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  • kedarbhise

    Vladica Ivkovic

    Please see if this discussion solves your issue? Particularly, see the workaround mentioned by bernard-borg here.

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