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E-Mail - Troubleshooting: E-Mail Problems
Depending on the error message, this could be due to several factors. Unfortunately, the error messages given by some mail software (notably Outlook) do not provide usable information for diagnosing the problem.
Your settings for a main account mailbox should be:
username: your pair Networks login name
POP3 server: mail###.pair.com where ### is your server number
Your settings for a mailbox should be:
username: the username you assigned to the mailbox in the Account Control Center
POP3 server: mail.example.com where example.com is the domain name in which the mailbox is set up
The password for your main account mailbox is the same as the one used for SSH, FTP, and the Account Control Center.
The password for a mailbox is the one specified when the mailbox was created through the Account Control Center. Please keep in mind that UNIX is case-sensitive.
If you do not have the correct password for checking mail, please contact support@pair.com from a valid external address and ask us to reset the password. Please don't e-mail us from the account mailbox (you won't be able to retrieve the e-mail with the new password once it's reset), or from a mailbox not listed in your account billing as a contact address (or we'll require further verification of identity). A possible exception to e-mailing us from the account is if you have mail forwarding set up in the account, such that mail to myself@example.com is forwarded to a non-pair Networks e-mail address.
If you do have the correct password (the password works for other services), then there is likely something else wrong. It could be that your mailbox is too large. POP3 access to mailboxes is restricted to a maximum inbox size of 100MB. If you have a larger mailbox, you may need to split your mailbox up or access it through IMAP instead.
Please contact support@pair.com for assistance in this case.
The setting that your e-mail software uses for outgoing mail is the SMTP server. In some e-mail readers, it is simply referred to as the outgoing mail server.
pair Networks operates a SMTP server for relay service. The
server you use to retrieve e-mail cannot be used to send out e-mail.
If someone from your ISP has done something that is not in line with our policies on outgoing mails (such as sending more than 100 e-mails at a time), you might be blocked out of the relay.pair.com server. In order for us to check this, we will need to know your IP address. You can find it from this page http://www2.pair.com/pair/ip.php
It is also possible that your ISP does not permit you to use SMTP servers other than the one with which they provide you. Note that this change could have been made very recently without your ISP specifically informing you of the change. Some major ISPs such as Earthlink do this. If your mail client supports it, you can try using port 2525 instead of 25 to send e-mail. If that does not work, there is not really much that can be done, other than to use the ISP's SMTP server, or to use a different ISP. Earthlink's specific page on this can be found at http://help.earthlink.net/port25/.
To tell for sure if your ISP does not permit you to use external SMTP servers, try to telnet to relay.pair.com on port 25. If you are able to get through, the error should ideally look like this:
% telnet relay.pair.com 25
Trying 209.68.1.20...
Connected to relay1.pair.com (209.68.1.20).
Escape character is '^]'.
554-216.92.130.12 not authenticated to relay mail
554 Connect to your POP mailbox at pair Networks before sending mail via this relay
Connection closed by foreign host.
If you get some other error, we will need to see the error to provide a
diagnosis.
This could occur if your domain name has not been transferred or registered yet. Please see our FAQ on Site Problems for help with this.
If your domain name has been registered, or transferred to pair Networks, and this occurs, please send a copy of one of the bounce mails to support@pair.com (with full headers). We will be happy to investigate for you.
The most common cause of this is having an Account Control Center-created mailbox or an e-mail recipe set up for the address you are trying to use. If you have a mailbox set up, you will have to check the mailbox separately from your main account mailbox. If you have mail forwarding in place, you will need to check the mail from wherever it is being forwarded.
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