Troubleshoot a failed email connection
Last updated on: 2021-07-05
Authored by: William Loy
If your local email client cannot make a connection to your mailbox, try these troubleshooting recommendations.
- Applies to: User
- Difficulty: Challenging
- Time needed: 1 hour
- Tools required: Access to the offending device, online email access, a non-primary computer, and a non-primary Internet network
For more information about prerequisite terminology, see Cloud Office support terminology.
We recommend a methodical troubleshooting approach. Address each of the following questions before moving on to the next one.
Can you log in to apps.rackspace.com?
Log in to the online version of your mailbox to verify email is incoming. If so, the mailbox is functioning properly.
When did the issue start?
An event that occurred about the same time could have caused the problem. For example, if changes to your office or home network occurred or you updated your mailbox password, update your software settings or password to fix the issue.
Have you migrated from another provider?
After migrating a mailbox to Rackspace Cloud Office from an external company, your mail client must connect to the mailbox on the new server. Instructions to configure a mail client to connect a migrated mailbox are available at emailhelp.rackspace.com.
Have you upgraded the mailbox at Rackspace Cloud Office?
A version upgrade generates a copy of the mailbox under the new server version. For example, if you upgrade a mailbox from Exchange 2010 to 2016, the data migrates from an Exchange 2010 mailbox to a new mailbox on Exchange 2016. This means that you must configure your local mail client to connect to the mailbox on the new server. For instructions to configure your mail client after an upgrade, see emailhelp.rackspace.com.
Is the connectivity issue happening on all domain users?
Verify with your administrator that your DNS configuration properly receives email at Rackspace Cloud Office. DNS changes might cause synchronization issues between a new email and your local mail client when a domain expires.
Can you connect to your mailbox from another computer?
If you can connect to your mailbox from another computer, the issue might be local to your primary computer.
Can you connect to your mailbox by using a different Internet network?
If you can connect to your mailbox by using a different Internet network, the issue exists within the regular network you use. In this case, contact your network administrator or your internet service provider for more information.
If you address these steps and your email client still does not connect to your mailbox, contact your administrator for help.