New email addresses not being recognised

marsm

Member
Jan 17, 2013
10
0
1
cPanel Access Level
Root Administrator
Hi there

My server's been running great, and we've been adding business domains to it... about two weeks ago, we started adding new email addresses to new and existing domains - these emails are not being recongised. What I mean by this is that when add theses details to outlook, outlook cannot connect to the server (but old, previous email addresses on the same domains are connecting and working fine).

I'm using the Courier mail server.

I've tried to use the troubleshooter, but frankly don't understand what it's trying to tell me. The graphic is very different for emails that work, but I don't know how to "fix" this.

I've attached a screen grab.

Regards,
MarsScreen Shot 2013-10-22 at 9.45.41 AM.png

- - - Updated - - -

This is the error that Outlook gets: Outlook cannot connect to the server. Verify that your computer is connected to the network.

When I send emails to the address from a working email address, it comes back as undeliverable.
 

cPanelMichael

Administrator
Staff member
Apr 11, 2011
47,913
2,201
363
Hello :)

Do these domain names use name servers that point to the cPanel machine, or do you use a third-party DNS provider? Check a website such as IntoDNS to make sure the domain name's MX records and "A" records for "mail" are not pointed to a different server.

Thank you.
 

marsm

Member
Jan 17, 2013
10
0
1
cPanel Access Level
Root Administrator
Thanks for that - the only exclamation mark is against this:

ERROR: No reverse DNS (PTR) entries. The problem MX records are:
<IP Address removed by me>.in-addr.arpa -> no reverse (PTR) detected
You should contact your ISP and ask him to add a PTR record for your ips


Since I'm the owner of the server, how do I add a PTR record, and could this be causing my problem?
 

cPanelMichael

Administrator
Staff member
Apr 11, 2011
47,913
2,201
363
The lack of a PTR record should not cause the issue you are experiencing. Feel free to open a support ticket so we can take a closer look:

Submit A Ticket

You can post the ticket number here so we can update this thread with the outcome.

Thank you.
 

ovolatier

Member
May 4, 2013
6
0
1
cPanel Access Level
Root Administrator
Hello,

I have exactly the same problem and I have no issue with my PTR Record,

I noticed, emails are working only if I am using the outgoing mail server of the main server in SSL, otherwise I have always this error above,

I will submit a ticket
 

quietFinn

Well-Known Member
Feb 4, 2006
1,222
87
178
Finland
cPanel Access Level
Root Administrator
Hello,

I have exactly the same problem and I have no issue with my PTR Record,

I noticed, emails are working only if I am using the outgoing mail server of the main server in SSL, otherwise I have always this error above,
If you can't send mail using SMTP port 25 (but you can send using SMTPS port 465), it's most likely your ISP blocking port 25. You should try to use port 26 instead (and see it's enabled in your server).