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can't receive emails

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16 comments

  • cPRex Jurassic Moderator

    Hey there!  I redacted that log entry as we can't share personal data on the Forums.

    Have you ensured that the domain is configured to use the Local option in cPanel >> Email Routing?  That is the most common cause of this particular error, and the first thing I'd check.

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  • Dylan McKinstry

    I have checked that and it is set to local option and still can't receive emails.

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  • cPRex Jurassic Moderator

    Do you have full root access to the server?  If so, you'll want to check the /var/log/exim_mainlog file to see the full mail transaction and see if that has any additional details there that are helpful.

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  • Dylan McKinstry

    Yes I do and will get that right now for you.

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  • Dylan McKinstry

    What would be the command to download that file from ssh using terminal to my Mac computer so I can upload it? Please

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  • Dylan McKinstry
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  • Dylan McKinstry

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  • cPRex Jurassic Moderator

    There wouldn't be a direct way to download that to your local machine.  Connecting as root FTP would be the only way to do that easily.

    That particular log entry doesn't show us anything interesting.  You'll need to search for the log for the subject line of your test message and then find the entries related to that particular email transaction.

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  • Dylan McKinstry

    This is what I find:

    no host name found for IP address 147.185.132.63

    2025-01-24 13:36:09 TLS error on connection from [147.185.132.63]:58658 (SSL_accept): error:0A00009C:SSL routines::http request

    2025-01-24 13:38:06 SMTP connection from [17.58.23.181]:55312 (TCP/IP connection count = 1)

    2025-01-24 13:38:07 SMTP connection from [127.0.0.1]:56934 (TCP/IP connection count = 2)

    2025-01-24 13:38:07 SMTP connection from (localhost) [127.0.0.1]:56934 D=0s closed by QUIT

    2025-01-24 13:38:47 H=mr85p00im-ztdg06011201.me.com [17.58.23.181]:55312 X=TLS1.3:TLS_AES_256_GCM_SHA384:256 CV=no F=<XXXXX@xxxxx'> rejected RCPT <XXXXX@xxxxx'>: Rejecte

    d relay attempt: '17.58.23.181' From: 'XXXXX@xxxxx'' To: 'XXXXX@xxxxx'

    2025-01-24 13:38:47 SMTP connection from mr85p00im-ztdg06011201.me.com [17.58.23.181]:55312 D=40s closed by QUIT

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  • cPRex Jurassic Moderator

    Thanks for that - that's an odd error message to get unless the account doesn't exist on the cPanel side of things.  Is this a new email account?  Or is this an older account where mail has worked previously?

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  • Dylan McKinstry

    brand new email site I just created last week on here for our first one on the server.

     

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  • cPRex Jurassic Moderator

    Alright, so the email has never worked properly.

    Can you confirm the account does indeed exist inside cPanel >> Email Accounts?  If it does, it would be best to create a ticket so this can be examined directly on the problem server.

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  • Dylan McKinstry

    It still shows it add there.

    So how do I submit a support ticket? with you or Phoenix NAP who we bought the license and server through?

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  • cPRex Jurassic Moderator

    Since the license isn't purchased directly from us, your hosting provider would be the first point of contact.  If they can't resolve it, they'll escalate the issue to us.

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  • Dylan McKinstry

    thank you

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  • cPRex Jurassic Moderator

    Sure thing!

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