cPanel Not Signing DKIM for Sites with External Name Servers

PostAlmostAnything

Active Member
Mar 3, 2020
34
0
6
Portland, Oregon
cPanel Access Level
Website Owner
I have a series of sites that use cPanel for email. The ones that are hosted on the cPanel server are working just fine, but the ones that only use the cPanel server for email are not having the DKIM signature added to messages by cPanel. The way these sites are setup are with the sites themselves being run on an external IIS server. All NS records are for the external server's IP address and that server has an a record for mail pointing to the cPanel server. Everything is working fine except that all emails for those domains are missing DKIM signatures. If I check the DKIM records via MX Toolbox they are valid for all domains, so I just need cPanel to sign all emails.

When I went to email deliverability in cPanel I was given the option to install a local DKIM record but was also given the warning that my external server needed to install a matching record. I did that, but when I go back to the email deliverability page I am again prompted to install the record locally with the same warning. When I check the DNS entries for the domain the newly created DKIM record is installed. I am at a loss as to why cPanel will not add a DKIM signature based on that record.

How do I make cPanel add DKIM signatures to emails when the authoritative NS is not on the same server?
 

cPRex

Jurassic Moderator
Staff member
Oct 19, 2014
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Hey there! Are these emails being sent from webmail or are they using a tool on a website like a form or plugin to send the message? I would expect messages sent from Webmail to work well with the situation you have described, as copying over that DKIM record should work well. Other providers have guides posted that match what you were saying:


We had a similar question here that may also get you more details, as this is related to email directly from a website:

 

PostAlmostAnything

Active Member
Mar 3, 2020
34
0
6
Portland, Oregon
cPanel Access Level
Website Owner
Hey there! Are these emails being sent from webmail or are they using a tool on a website like a form or plugin to send the message? I would expect messages sent from Webmail to work well with the situation you have described, as copying over that DKIM record should work well. Other providers have guides posted that match what you were saying:


We had a similar question here that may also get you more details, as this is related to email directly from a website:

The answer is both. There are some no reply addresses that send mail from forms on the websites and there are other accounts that use Outlook to send mail from my PC. The tests were run on the accounts I personally use to send mail from my PC. The problem seems to be that cPanel is just not signing those. I need cPanel to create a DKIM signature for every message that is sent through it regardless or origin.
 

cPRex

Jurassic Moderator
Staff member
Oct 19, 2014
6,810
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313
cPanel Access Level
Root Administrator
Thanks for the additional details. If you've done everything outlined there it would be best to open a ticket with our team so we can test this in real-time on your system to help get that working. If you do open a ticket with us, please share the ticket number here so I can update the community with our findings.
 

PostAlmostAnything

Active Member
Mar 3, 2020
34
0
6
Portland, Oregon
cPanel Access Level
Website Owner
I can't login to the support section. I tried my store login but it always says "wrong credentials" so I had a password reset email sent to me, clicked on it, reset my password with the suggested password, and entered it, but it still says "wrong credentials". Oddly I am still logged in to this part of the website using the account I created for the cPanel forum which is under a different email address. I tried entering the credentials for this account and it said "wrong credentials."
 

cPRex

Jurassic Moderator
Staff member
Oct 19, 2014
6,810
895
313
cPanel Access Level
Root Administrator
If you're having issues with the support system itself you may need to contact our Customer Service team directly to get that resolved first. You can find details on how to do that here: