Email SMTP Problems

[Simon Bridges]

Evening all,
I am having some major trouble identifying the route cause of problems I am having with a clients email set up. Here's where I am so far.
Currently running V9.05 JHZA. Site is hosted by Amenworld, not my choice but until now everything seems OK. Live site has been on the Amenworld server for a month with online ordering currently disabled until client has merchant account/actinic payments set up. I am now having problems when testing network setup, all fields passed except 'Communications' which returns the 'not a valid smtp server' message. However the error log displays;

Program = MailForm, Program version = 22783 , HTTP Server = Apache/2.2.14 (Unix) , Return code = 999 , Date and Time = 2010/03/29 17:56, Internal Errors = Error returned from SMTP server (7: Daily recipients limit reached, message refused (#5.7.1)
)
When trying to use the contact us email form on the site I get the same error message.

After taking advice from Amenworld they tell me that SMTP should be set as 'localhost' which it is.They also tell me that despite the above message, their SMTP server is OK. I have also confirmed that we have sent no more than 10 emails(testing the system) so could not have possibly reached any sort of limit.

I have included a jpeg of our network settings in case there are any glaring errors that i have missed that may be affecting the emails. The email in Business Settings is on domain. I am at a loss now for the next course of action and would appreciate any suggestions. I am not happy with the responses from Amenworld, so a change of host may be on the cards. My knowledge of how website generated email functions is limited because I have never had problems with this side of Actinic before. I am also considering recommending a change of hosts, as a last resort.

Website is http://www.aldeburghcontemporaryarts.co.uk/

Many thanks

Simon

[pinbrook]

(7: Daily recipients limit reached, message refused (#5.7.1))

I would go back to your host with this error message, ask them what the daily limit is on your account and how many they think have been sent.

Ask them when the daily tally is reset, and try to send 1 sec after the reset.

[Simon Bridges]

Hi,
No, client has never mass mailed, using the email specified in business settings or any other. I have confirmed this with the host and they are still telling me the following, and I quote;

"This issue has been escalated to our system administrators who have subsequently closed the ticket advising that there is no issue with the hosting servers. If you are still experiencing issues then the only other option is to try an alternative mail script as the server has no issue sending emails from forms"

Using info gathered in another post I did a reverse domain lookup and it appears the server we are on also hosts 317 other sites!!!. Should I be alarmed at this number and is this a potential cause of problems? This is where my limited knowledge of how smtp servers work lets me down.

I cannot see why Actinic would generate this error unless the server is rejecting mail? Could there be another reason?

Thanks
Simon

[pinbrook]

Unless you can convince your host there is a problem with the daily limit, you seem to be on a hiding to nothing.

"This issue has been escalated to our system administrators who have subsequently closed the ticket advising that there is no issue with the hosting servers. If you are still experiencing issues then the only other option is to try an alternative mail script as the server has no issue sending emails from forms"

When trying to use the contact us email form on the site I get the same error message.

So you have already tested that scenario

Using info gathered in another post I did a reverse domain lookup and it appears the server we are on also hosts 317 other sites!!!. Should I be alarmed at this number and is this a potential cause of problems? This is where my limited knowledge of how smtp servers work lets me down.

this in itself shouldnt cause an issue, the daily limit refers to your account not the combined 317 sites.

[Mike Hughes]

The web hosts need to help you find the problem. This doesn't mean that they have a problem with the email servers, it could just as easily be a security breach on your hosting allowing a spammer to bulk email.

If I were you I'd explain the error message and ask the host the look at your email logs to see if there's anything there that could be causing the problem.

From there, there's a fairly simple bit of logic that says:

- If there are loads of emails => security breach
- If there's no sign of a problem => smtp server problem

If the host isn't willing to help then your client shouldn't be using them.

Mike

[pinbrook]

it could just as easily be a security breach on your hosting allowing a spammer to bulk email.

You could also look into SPF records. This is a way to designate who is able to send mail from your domain.

[Simon Bridges]

Thank you all for your replies,
I emailed Amenworld last night once again stating that my client had never mass mailed through their SMTP server and that they need to investigate daily limits further. This is their reply;

"I have uploaded a standard mail form example to your hosting space set to send a message to simon@aldeburghcontemporaryarts.co.uk which works without issue, feel free to look at the file as I have left it available for you at http://www.aldeburghcontemporaryarts.co.uk/mailtest.php. As we cannot find a fault with the shared servers mail facility the issue is therefore the configuration of the software that you are using. We do not provide support for third party applications therefore you will need to contact Actinic support for further assistance"

I have had a look at the mailtest.php but I don't really know what I am looking for that would give me a clue to the problems?

Much as I don't want to go through the hassle of moving hosts I am increasingly thinking this may be best, especially since my clients website is in it's infancy at present. Client currently pays £107 per annum for hosting which I presume I can beat by hunting round. To be honest cost is not the overiding factor here....

Any suggestions welcome.

Thanks once again to all who have replied so far.

Simon

[guccij]

If cost isn't a problem, then find a host known to work with Actinic. For the sake of a few quid, your client will have a working site. For me, it's a no brainer.

[Simon Bridges]

I am going to give the hosts one more chance, on Mikes suggestion, i have asked them to look at the email log and report back. Otherwise might give Jo a call about hosting.
Thanks all

Simon

[Simon Bridges]

OK, this is what I asked our current hosts;
"If we have never mass mailed through the server how can we have reached the limit? Can you please look at the email log and let me know how many emails are logged. This info will indicate where the problem lies;

- If there are loads of emails => security breach
- If there's no sign of a problem => smtp server problem

At least then we will have a clue as to why, for no apparent reason, the smtp server is generating the daily recipients limit message.
AND THIS IS THEIR REPLY
"As stated previously we cannot assist any further with this enquiry as it is related to the actinic software you are using. I have not been able to replicate the error message you are receiving using the mail script example I provided therefore the issue is with the actinic mail forms submission. The probable cause is something the actinic script is trying to do that is not permitted on our servers.Please refer your enquiry to actinic as there is nothing further we can do for you this end."

Not very satisfactory to say the least.
I am now going to investigate other hosts for the site, enough is enough. One other question, and please don't laugh, if the domain was originally purchased through Amenworld are there any issues using someone else for the hosting. How does the domain 'point' to the new server once set up? Is this a case of asking Amenworld to point the domain (DNS?)to the new hosts' server?
Sorry to appear a bit dim in this respect but previously I have always had the domain hosted with the same company as the server space.

All the best
Simon

[eck247]

If the domain is a .co.uk then you simply need to ask Amenworld to change the IPSTAG , you new hosting company will give you details of their IPSTAG.

IF is a .com , then you have to ask Amenworld to unlock the domain for transfer , your new hosting company then has 7 days to request the domain.

It is possible that Amenworld will charge you for the transfer , but sounds that it might be a small price to pay.

[pinbrook]

Or transfer the domain to a neutral 3rd party domain registrar that allows you to administer the domain via a CP yourself - then you can login a point nameservers yourself.

[Simon Bridges]

Amenworld still not playing ball so have set up Actinic hosting, problem solved once I have the IPSTAG sorted.
Thanks once again to you all for help and suggestions.
Simon