Advanced error messages explained

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    How to download Email headers to assist with troubleshooting

    OUTLOOK:
    1.  Double-click message
    2.  Click on FILE
    3.  Select PROPERTIES
    4.  Copy INTERNET HEADERS
    5.  Paste in NEW MAIL and send to support@redcactus.co.za


    WEBMAIL (MailEnable)
    1.  Login to WEBMAIL
    2.  Click on VIEW HEADERS
    3.  COPY headers
    4.  Paste in NEW MAIL and forward to support@redcactus.co.za



    ERROR – Grey Listed:

    Message is waiting at redcactus.co.za for delivery to –.—-.—.

    Message delivery has been delayed to the following recipients:
    Recipient: [SMTP:friend@hisherdomain.co.za]
    Reason: Remote SMTP Server Returned: 451 4.7.1 GreyShark: Grey listed for 01:00, please try again later.
    Message headers follow:

    Received: from REDCACTUS3 ([000.00.00.00]) by redcactus.co.za with MailEnable ESMTP;
    Mon, 21 Dec 2015 09:04:52 +0200
    MIME-Version: 1.0

    How to resolve:
    This is a normal spam prevention response. You can safely ignore this, the mail will be delivered within approximately 20 minutes. There will only be a single occurrence per mail server.


    ERROR – Delayed Delivery:
    MailEnable: Message delivery has been delayed. Message is waiting at redcactus.co.za for delivery to domain.co.za. The message will be retried for another 30 hours. Reason: Mail server for domain.co.za could not be contacted at this time. MailEnable will keep trying to deliver this message and will notify you of any progress.

    How to resolve:
    This usually happens when the mail server for the recipient could not be found. The Red Cactus mail server then just informs you, and will retry a certain amount of times to send your message through.


    ERROR – Requires Authentication:
    Your message did not reach some or all of the intended recipients.
    Subject: Website Meeting
    Sent: 2015-01-01 00:00 AM

    The following recipient(s) cannot be reached:
    ‘friend@hisherdomain.co.za’ on 2015-01-01 00:0 AM

    Server error: ‘503 This mail server requires authentication when attempting to send to a non-local e-mail address. Please check your mail client settings or contact your administrator to verify that the domain or address is defined for this server.’

    How to resolve:
    This error occurs when trying to sent emails out and “My Server Requires Authentication” was not selected during the initial email setup. In order to fix this, please see the following link (step 5).

    Email-Account-Setup-Outlook-2013+


    ERROR – Continuous Password Prompt :
    When opening outlook you continuously see the following window.

    How to resolve:
    There are two main reasons why this is happening. The most common one is that your password has been changed, but not updated on your device/computer. To fix this, simply re-enter your new password, tick the “save to password list” option and this should resolve the problem.

    The second reason is more likely to happen due to frequent repeat of the above reason. Every time you open outlook, it try’s to authenticate with the server. The server rejects this seeing that the password is incorrect and after a few attempts locks this email account due to a “security threat”. The account will be unlocked automatically if a device/computer doesn’t fail authentication within 30 minutes. To solve this, please contact us with your client ID and we will unlock your account for you and also resend your Web Host Panel details which will give you access to reset/change your password.

    To test your account details, please obtain your webmail URL from our mail settings tool.


    ERROR – Quota exceeded:
    This message was created automatically by mail delivery software. A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed: friend@hisherdomain.co.za

    LMTP error after DATA: 552 5.2.2 <friend@hisherdomain.co.za> Quota exceeded (mailbox for user is full)

    How to resolve:
    This error usually occurs when there is insufficient space on the receiving users inbox. The only way to resolve this is for the receiving user to delete messages from his/her inbox or increase their inbox size. You can increase your own inbox size through the host panel, e.g. host.yourproviderdomain.co.za


    ERROR – Email Account Doesn’t Exist:
    Sorry, we were unable to deliver your message to the following address: [friend@hisherdomain.co.za]
    Remote host said:
    – The email account that you tried to reach does not exist. Please try
    – double-checking the recipient’s email address for typos or
    – unnecessary spaces.

    How to resolve:
    This error usually occurs when the email address that was entered is incorrect, or doesn’t exist. Please make sure that the recipients email address was entered correctly.


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