Email troubleshooting steps

These troubleshooting steps will help you with the most common email issues.

My email client says that I have the wrong username or password or connection timed out

The first thing to test with this type of error is to try logging into webmail. This can be done in your browser by going to If you can login to webmail, proceed to the next steps. If not, you will need to change your email password.

Since we know your password works, we will want to do a quick check to make sure your IP address is not being blocked by the server. To check, click here and then click on the View Details button next to your hosting account. If you are being blocked you can easily unblock yourself and your email should be working.

The next thing we want to do is to make sure any antivirus or firewall isn't blocking you from connecting. Consult the documentation or contact the support for your antivirus if you think this could be the problem. Otherwise, try contacting your IT professional. If you are in need of professional IT services, we can refer you to our sister company, Frontier IT.

I'm getting a different error in my email client

Most of these errors are not related to our servers. The easiest way to test if it's server related is to login to webmail (outlined above). If you can login to webmail then the issue is most likely not on our end.

The very first thing to do is to reboot your computer. Reboots solve 99% of computer problems.

The next thing to do is search for the error and/or error code on the website of the software maker. Feel free to open a ticket or give a call to explain the issue and one of our technicians will point you in the right direction.

If you are still having issues with with your email client, refer to the software vendor's support knowledgebase. For example, if you are having Outlook issues you can find Microsoft's support knowledgebase at

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