Email Troubleshooting – Part I – Webmail

For those that have their email hosted with NetClimber Web Design, we appreciate your business and want to make it easier to access and troubleshoot email issues. This blog is the first part in a series of how to resolve your email not working. We are always happy to help you over the phone or by email. However, you may find these directions helpful when we are not available.

One of the most common calls we get at the office is email not working. This can be for a few reasons. One, the email has not been set up properly on the server (host’s end). Two, the email has not been set up properly on the device (client’s end). This blog covers testing to diagnose if the problem is on the host’s end.

What is Webmail
Webmail is the access point for hosted email on the server. Think of it like Canada Post. All the mail is at the post office – sorted into the appropriate locations (email user accounts). It is ready for your postal carrier to deliver. Depending on how you have your email client software set up, the mail may have been delivered already, but you are probably reading this post because you are having trouble getting your mail.

Our first recommendation is for you to log into your webmail to determine if mail is being received at the mail server (host). You will find access to your webmail at the url with mail.yourdomain.tld. In this blog we will use screenshots to demonstrate how you access webmail from a NetClimber hosted mail server. We will use the example of “yourwebsite.com” and the email address of “test”. So the webmail will be accessible at mail.yourwebsite.com. For example if your website is amazon.ca then you would use mail.amazon.ca.

1. In the address bar of the browser, type in the mail.yourwebsite.com (or “.ca” or “.org” as needed)

2. Click on: IMP-Mail Client

screenshot of email settings

3. Enter your full email address – including the domain name. In our example we will enter “test@yourwebsite.com”.
4. Enter the password. If you don’t know your password please call us and we can retrieve it for you. Click “Login”

screenshot of email settings
5. This should take you into the Webmail area. The envelope icon marked “Mail” is the mailbox. With the plus sign (+), it can be expanded to show the “Inbox”. Here you will find a listing of all your emails. You can read and check email from here. However it is important to note that what happens here cannot be undone – in other words – if an email is deleted here, it will be gone forever. Back to our Canada Post example – The mail will be thrown away at the post office – never brought to your mailbox. You won’t be able to download it to your computer.

If Step 4 does not open up the webmail area for you, the problem is with our (host) set up. Please call to notify us and we will check into the issue on our end.

screenshot of email settings

screenshot of email settings

6. If needed you can also write and send emails from here as well.

screenshot of email settings

For our purposes today, we are just testing if the webmail is working. If you can log in, then you know the email is set up correctly on the host server. The username and password that you are using are correct. If you can see some email messages there, then the host server is doing its job.

The next step in troubleshooting an email issue is to look into the set up on the device/email client software which you use for downloading the email. This will be covered in a future blog post. For now, you can access directions here. You will also find a Tutorial on the subject on our Tutorial page.

Building Successful Web Strategies

Building Successful Web Strategies