Email errors can be frustrating, but most have simple fixes with basic troubleshooting steps for email.
This guide walks you through the essential checks that our Support Team uses when assisting you, so you can resolve issues quickly yourself, too!
Basic Checks
- Confirm that your domain is active via ZACR WHOIS.
- Check the nameservers to see if they point to 1-grid.
- Verify DNS: MX, SPF, DKIM, DMARC records.
- Check SpamTitan to verify the status of inbound email delivery.
- Establish the status of emails on the firewall.
- Check MailChannels to confirm the status of outbound email delivery.
- Establish any errors flagged by them.
- Check our Network Status Page, as it might be that there is host maintenance or issues on the server.
- Check your internet connection as your firewall, antivirus or network settings may be blocking your email client.
- Temporarily disable your firewall and antivirus and try again.
- If you are on a School or Work network, certain ports might be blocked. Try to connect when you are on a different network, for example, your mobile provider.
Logging in to Webmail
- From any internet browser, you can log in to your email account directly via Webmail on our servers.
- Simply go to http://yourdomain.co.za/webmail or http://webmail.yourdomain.co.za.
- Log in using your email address, e.g name@yourdomain.co.za and the password that you set when you created the email account.
- If you are unable to log in, try logging in to your Control Panel and check or change the following:
- Make sure the account is created and is active.
- Change the password for the account, wait 5 minutes and try again.
Checking Email Routing
- Set routing to Local if your domain’s email is hosted at 1-grid.
- Set routing to Remote if you use Google Workspace, Microsoft 365, or another provider.
Troubleshooting Incoming Mail
- Verify that the MX records point correctly.
- Check SpamTitan logs and global email filters.
- Use Track Delivery in cPanel to trace failed messages and get email headers.
Troubleshooting Outgoing Mail
- Check the MailChannels status to identify if your emails are being blocked.
- Ensure that the correct SPF/DKIM/DMARC are published and valid.
- Avoid sending to invalid addresses or spamming multiple recipients at once.
Checking Mail Client Settings
- Check that you have used the correct server, ports and settings.
- Enable authentication for the outgoing server, and use SSL/TLS for secure communication.
| SSL Settings | Non-SSL Settings |
| Username: your complete email address | Username: your complete email address |
| Password: email account’s password | Password: email account’s password |
| Incoming Server: mail.yourdomain.com | Incoming Server: mail.yourdomain.com |
| IMAP Port: 993 POP3 Port: 995 | IMAP Port: 143 POP3 Port: 110 |
| Outgoing Server: mail.yourdomain.com | Outgoing Server: mail.yourdomain.com |
| SMTP Port: 465 | SMTP Port: 587 |
| SMTP requires authentication | SMTP requires authentication |
REMEMBER: Replace “yourdomain.com” with your actual domain name.
Common Errors and Fixes
We’ve got some quick guides to help you with further troubleshooting, and have also highlighted a few other common errors you may be experiencing with their fixes.
- Top 10 Common Email Issues and How to Resolve Them
- Resolving Email Error Messages When Sending to Gmail Accounts
- Email Error Messages: What Do They Mean and How to Fix Them
- Retry Timeout Exceeded → DNS or server unreachable → Check DNS/MX.
- 451 4.4.0 Proxy Failed → MailChannels delay → Retry or check with Support if persistent.
- 550 Too Many Invalid Recipients → Clean up your mailing list and remove invalid addresses.
Prevention Best Practices
- Keep DNS records updated and clean.
- Regularly review bounce reports.
- Educate teams on safe sending practices.
- Avoid bulk sending without opt-in lists.
When to Contact 1-grid Support
You have followed the troubleshooting steps above and below, but the issues are still persisting.
- Your DNS and routing are correct, but issues persist.
- MailChannels blocks remain after cleanup.
- You suspect blacklisting (provide your public IP).
Provide the following:
- The troubleshooting steps for email that you have taken.
- Whether you are struggling with Webmail or a mail client specifically, as we are limited to troubleshooting for external mail clients like Outlook, for example.
- Screenshots of persistent errors.
- Any changes or updates you may have made to your DNS or routing, for example.
FAQs
How do I know if I should set routing to Local or Remote?
Set your routing to Local for 1-grid email hosting, and to Remote for external hosts (Google/Microsoft).
Why are my emails delayed?
Delays may occur due to MailChannels throttling or server congestion, so it is important to check Track Delivery first.
My mail client setup is failing. What’s wrong?
Confirm correct ports, authentication enabled, and SSL/TLS selected.
What should I do if my IP is blacklisted?
Contact Support with your public IP so we can see if we can assist in delisting.
Can I resolve MailChannels blocks myself?
In many cases, yes. Clean lists, avoid invalid addresses, and send responsibly. If blocks persist, escalate to Support.
Additional Resources
Top 10 Common Email Issues and How to Resolve Them
Resolving Email Error Messages When Sending to Gmail Accounts
Email Error Messages: What Do They Mean and How to Fix Them
Settings to Configure Your 1-grid Email Accounts Across Devices
How to Set Up Email on Android for Your 1-grid Email Accounts
Setting Up Email in Outlook via Windows Control Panel
What is IP Blacklisting?
How Do I Check if My IP is Blacklisted?
SpamTitan: How to Blacklist an Email Address or Domain
What Is Email Spoofing? How It Works and How to Protect Yourself
How to Spot a Scam Email
Email Headers FAQs
Email FAQs
How to Enable DKIM and SPF on Your Mail Domain
Why SSL? The Purpose of Using SSL Certificates
What is a Domain Name Server (DNS)?
How to Update Your Domain’s Nameservers at 1-grid
MailChannels FAQs
SpamTitan FAQs
Need Additional Support?
We’re Here to Help:
Getting back online with these basic troubleshooting steps for email doesn’t have to be tricky with this easy-to-reference guide. Stuck? Contact our Support Team for clarity and guidance (https://1grid.co.za/contact-us/). We’re ready to see how we can help!