PTR problems, some emails are not sent and spam

Operating System & Version
cPanel & WHM Version


Jan 11, 2021
cPanel Access Level
Root Administrator
Hi, I am having some trouble with the email system, first of all is the PTR Problem,
the CPanel keeps telling me that there's an error with the PTR (rDNS) on email deliverability,
It asks me to add an record A with a specific address and the value as my server IP,
I did it, I added this record A DNS usind DNS Zone Manager, added it to the root, also I added it to a domain..
But the problem persists, the message is still there..
So when I mail to an outlook/hotmail email, my email goes direct to the spam folder.
I don't know anymore what to do,
I added these record more than 72 hour ago!!

(I printed the error, I just hide the IP because I don't know if it's safe to show it around)

Well, another problem is,
Some emails sent from a registered domain won't get sent, won't deliver, other time the webmail page don't sync the emails, or keeps returning "ERROR on server (OK)" at the bottom right of the screen, but the server itself should be ok, lots of free space, high bandwidth, isn't doing heavy tasks, so I don't know how to debug it.
Sometimes it won't receive emails too..

I don't know what I am missing, I researched alot, but still, no solutions.
Should I use a specific app on smartphones and specific website for a better sync, send, receive emails? Because webmail with roundcube isn't performing well to me.

Please help!
Last edited by a moderator:


Jurassic Moderator
Staff member
Oct 19, 2014
cPanel Access Level
Root Administrator
Hey there! You'll need to speak with your hosting provider to get the PTR record added on their end. While you can add such a record in WHM, this is actually handled by your hosting provider in nearly all cases. If you send them a message, this is something they can do quickly for you.

For issues within the mail interface you'll want to watch the log at /usr/local/cpanel/logs/error_log as that will show anything related to the cPanel system. For mail delivery issues you'd want to check the main mail log at /var/log/exim_mainlog, which will show the entire mail transaction, including the message leaving your server and being accepted by the remote system.

If you need clarification on either of these or have questions about the data you find, just ask!


Well-Known Member
Dec 16, 2010
cPanel Access Level
Root Administrator

Many systems on the internet use the reverse dns (the so called PTR record) as a way to verify your emails are not spam so if you don't have one or it's not configuerd properly you are going to have problems.You can ask your host to setup reverse dns.You mentioned you added an A record via the dns zone manager in that case your server must be the authorative dns server for the domain you are using otherwise it won't work it is true some dns changes are not instant this is refered to as "dns propogation" but in most cases 72 hours is enough.