Troubleshooting Email

Use this process to troubleshoot Bravenet Account email related issues.

Overview

To troubleshoot a Bravenet email issue:

• Step 1 Define the email issue
• Step 2 Perform basic email troubleshooting
• Step 3 If unable to resolve on your own contact Bravenet Suppor

Troubleshooting Details

Step 1 Define the Email issue

In order for us to help you in the most efficient manner possible having certain information will help us help you quicker.

1. Specify a short one line description of the issue (example: Unable to send email to Gmail)
2. Include:
   1. To Email Address
   2. From Email Address
   3. Date, time and time zone

Step 2 Basic email troubleshooting steps

To troubleshoot new email account related issues:

1. Login to Bravenet Webmail send some test messages (call this test Test1).
   1. Send a test email to a third party.
   2. Reply to that email at the third party if received and verify receipt using Bravenet Webmail
2. If you have a third party email program or App configured repeat the above test. (Call this test2)
   1. Send a test email to a third party.
   2. Reply to that email at the third party if received and verify receipt using Bravenet Webmail and third party mail program
   3. Take a screenshot of your third party email program/app Settings
3. If email deliverability issues remain contact Bravenet support to create a support ticket and provide the following information and we can look into it for you:
   1. Include a brief description of what the issue is.
   2. to, from, date, time, time zone when email sent
4. Advanced troubleshooting techniques
   1. Advanced techniques when issue is with Sending Email
      1. Verify domain is not expired
      2. Verify SPF record
      3. IP address from computer sending/receiving email https://whatsmyip.com
      4. Third party email program name and host operating system if applicable
   2. Advanced techniques when issue is with Receiving Email
      1. Verify domain is not expired
      2. Verify MX records
      3. IP address from computer sending/receiving email https://whatsmyip.com
      4. Third party email program name and host operating system if applicable
5. You can create a new email account using the following steps to see if it is account related or mail server related:

To create a new test email account for test purposes

Login onto the Bravenet Console Click on the 'Email' tab Click on the 'New Email Address' button Provide the following information Email Address Domain Password Confirm Password Click the 'Create' button

Review Bravenet IMAP SMTP settings

We recommend using IMAP over POP as IMAP is more modern, has more features and supports today's email clients better. These are the IMAP/SMTP settings Bravenet offers:

IMAP/SMTP Settings

Incoming (IMAP)
	General	Alternative
Email Protocol:	IMAP	IMAP
IMAP Server:	mail.bravehost.com	mail.bravehost.com
IMAP Port:	143	993
Encryption Method:	TLS/StartTLS	SSL
Username:	user@yourDomain.com	user@yourDomain.com
Encryption Method:	Webmail Password	Webmail Password

Outgoing (SMTP)
	General	Alternative
SMTP Server:	mail.bravehost.com	mail.bravehost.com
SMTP Port:	587	465
Encryption Method:	TLS/StartTLS	SSL
Username:	user@yourDomain.com	user@yourDomain.com
Encryption Method:	Webmail Password	Webmail Password

Step 3 Create Bravenet Support Ticket and report your issue

Open a Bravenet Support Ticket at https://bravenet.com/help/

Required Changes to this Wiki Page (Section to be removed prior to release)

Support will address the following in a future release of this wiki:

1. Include instructions on how to forward as attachment from Outlook, outlook.com, Gmail and yahoo if applicable.
2. Make flyouts for the Troubleshooting information
3. Update Further information selections

Further Information

Add Additional Email Accounts

Add Additional Email Storage