Unable to Send Email - SMTP Relay Error (Helm) (DV) (GRID)

Overview:
Email services consist of Outgoing Email (POP3), which occurs when you receive email and Incoming Email (SMTP), which is the protocol used when sending email.  Often for various reasons some users may have difficulty sending email or doing an SMTP Relay through the host name specified within their email program.

Symptoms:
When trying to send email it never leaves the Outbox of your email client (ex: Outlook Express, Outlook).  Upon trying to send mail an error message may come up saying email was unable to be delivered or that there was a problem connecting to the Outgoing SMTP Mail Server (servername).

Likely Causes and Remedy:
  • SmarterMail Service - Helm CP Users
    • Typically this error occurs because the SMTP settings within your email program are not set properly.  Ensure that your SMTP Mail Server is set to smtp.(domain)  [example: smtp.mydomain.com]
    • Also ensure that SMTP Authentication is ON.  This setting is often located under "More Settings" or "Advanced Settings" within the Email Account Settings screen of your email program.
    • By default Port 25 is used (under Advanced Settings) for the SMTP port.
      • You may also attempt to use port 587 if you are having difficulties due to port 25 being blocked by your Internet Provider.  This is very common with Bellsouth and AT&T  (SSL Ports are also allowed)
  • DV / Plesk & GRID Mail Users
    • Typically this error occurs because the SMTP settings within your email program are not set properly.  Ensure that your SMTP Mail Server is set to smtp.(domain)  [example: smtp.mydomain.com]
    • Also ensure that SMTP Authentication is ON.  This setting is often located under "More Settings" or "Advanced Settings" within the Email Account Settings screen of your email program.
    • By default Port 25 is used (under Advanced Settings) for the SMTP port.  You may also attempt to use port 587 if you are having difficulties due to port 25 being blocked by your Internet Provider.
  • 3rd Party Mail Server
    • For very special cases some customers may relay through our mail servers even if we do not host their domain email (MX Record).  If this is the case please contact us.

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