AppleShare IP 6.0: Troubleshooting Mail Service

As a general rule when dealing with mail server issues, check the mail server log and error log first. They will most likely indicate what the situation is.

Mail Server won't start up

Check the Mail Server log and Error logs from the Mail Admin program for indications of what the problem is. Possible issues include:

• Mail Server requires version 8.1 or later. Mail Server requires OT 1.3 or later.
• Mail Server requires ASIP 6.0 or later. Users & Groups services have become disabled.
• Insufficient memory.
• Another service is using the SMTP TCP/IP port.
• Another service is using the POP3 port. Another service is using the SMTP AppleTalk port.
• Another service is using the POP3 AppleTalk port.
• Disk space on volume is insufficient for creation of mail database.
• Mail Server requires thread manager.
• Mail Server requires a PowerPC processor. The processor is too old.
• Machine name must be set up in File Sharing control panel.
• No transports are available.
• OT TCP/IP is not available.
• The Mail database is unusable.
• Version mismatch of mail server and mail database.
• File system error.
• Wrong file error.
• Not enough disk space to start up.
• TCP/IP not configured properly.
• Mismatches between mail database and current Users & Groups Data file. This can occur if:
  • User accounts are deleted when mail server is not running.
  • A Users & Groups database is restored from backup.
  • The mail database was moved to another machine with a different Users & Groups data file.
  • The mail database is corrupt.

Note: Issues with the mail database itself may be corrected using the ASIP Mail Tool, which can update and repair databases, as well as allow assignment of mail in disabled mailboxes to other users.

Clients can't connect to ASIP Mail Server

• Verify that mail server is running.
• Check mail server log and error log for indication of problems; you may see messages such as:
  • Logon failed due to incorrect password
  • Logon failed because log on was disabled
  • Log on failed because user does not have mail enabled.
  • POP3 user is already logged on; duplicate POP3 sessions not allowed.
  • POP3 Server-unknown mail user
  • APOP Authentication for user failed.
  • Logon failed because APOP is required. User must delete mail to access older messages. No mail has been lost.
• Verify that affected clients have mail enabled, and client software supports protocols enabled (POP, IMAP).
• Verify settings in mail client software.
• If the user's mail account is set up for an APOP-encrypted password, make sure that the user's client is configured appropriately.
• If the user is having trouble receiving replies to mail that he or she has sent previously, make sure that the user's E-mail address is correctly set up in the client mail application's return information field.
• Check IP connectivity between clients and server.

Clients can't send mail to ASIP Server

• Check mail server log and error log.
• If mail is addressed to a user on the ASIP server, verify that mail is enabled for that user.
• If message includes enclosures, verify that size does not exceed limitations set at the server (Mail Server Settings: Mail in). Also verify that there is sufficient volume space on the volume where mail is stored (Mail Server Settings:General).
• If messages are being returned to user marked "no such user" or "host unknown", verify destination email address.

ASIP Mail Server has problems sending/receiving mail

• Verify that mail server is running.
• Check mail server log & error log.
• Verify IP connectivity at the server.
• For problems receiving mail, verify DNS entries are correct.
• Mail server should have static IP address
• Mail exchangers for mail server should point back to itself, with lowest preference value. For example, server "mail.acme.com" should have MX record of "10 mail.acme.com"
• If using domain name for email addresses instead of a permanent host (for example, user@acme.com instead of user@mail.acme.com), verify that an MX-only record has been created for "acme.com" with mail exchanger pointing to the actual mail server "mail.acme.com".
• Verify that the domain name is registered on the Internet. You can do so by using a Web-interface to the "whois" command; search on your domain name and verify that primary name server's IP address is correct.
• Check restrictions that you've set up on the mail server:
• Check Mail Server Settings: Mail In: Is "Reject Mail if destination is not in Host List checked"
• If so, 'Show Host Lists' and add hosts as needed.
• Check 'Show Host List': if host is listed, check settings: Mail From: Is "allow mail from host" enabled.

Mail server can't connect to one particular mail server

• Check mail server log & error log.
• Check restrictions that you've set up on the mail server:
• Check Mail Server Settings: Mail In: Is "Reject Mail if destination is not in Host List checked."
• If so, 'Show Host Lists' and add hosts as needed.
• Check 'Show Host List': if host is listed, check settings: Mail From: Is "allow mail from host" enabled.
• SMTP mail servers use port 25 for the exchange of mail with mail servers. If possible, verify that port 25 is enabled on the other computer by Telnetting to port 25. If your browser is configured to use a supporting application for Telnet connections, such as NCSA Telnet, you can use the following URL from the mail server to attempt to connect to the other host:
  
  telnet://other.host.com:25
• Or, if using a Telnet application, such as NCSA Telnet, simply enter the host name, a blank space, and the port number in the "open connection" window, for example:
  
  other.host.com 25
• The host, if listening on port 25 (SMTP port), should respond that it is "ready":
  If this connection is refused, try pinging the other mail server with a ping utility. If you can ping the host, but get no connection at port 25, then the problem could be one of the following:
  • Perhaps mail service is not running at the moment; wait and try again later.
  • Firewalls may be preventing the connection.
  • Perhaps you are using the wrong address; the host may not be a mail server at all.
• If you can neither ping nor telnet to the other mail host, test pinging another device on the Internet to verify your own connections.
• If your connections work, perhaps a router is down somewhere between your mail server and the other host, or the other server is down temporarily for maintenance.

Users report that "Reply All" doesn't work

Verify that the reply uses a fully qualified domain name for each recipient.

If the recipient is a group, make sure that mail or mail forwarding is enabled for each group member.