Alibaba Mail:Troubleshoot the Causes of Failures in Sending and Receiving Emails

The Account under The Same Domain Cannot Send And Receive Emails

1. The Email Address or Domain Name Expires

The administrator checks whether the Alibaba Mail service and domain service have expired. If so, please renew the service in a timely manner.

2. The Domain Name Resolution Is Incorrect or Does Not Take Effect

If the MX record is not configured or is incorrectly configured, the Webmail or client will fail to receive emails or occasionally fails to receive emails.

SMTP is the sending protocol for sending emails from clients.

IMAP/POP is the receiving protocol for clients.

If the SPF record is not configured or incorrectly configured, the email will be frequently rejected by other service providers, which is similar to the return semantics, such as spf check failed.

Please log on to the Alibaba Mail Console. Find the mailbox that you want to resolve and choose Manage> Configure Resolution> Resolution Result. The system automatically checks whether the DNS record takes effect.

• If the domain name does not take effect, check whether the domain name resolution settings are correct.

  • If the domain name service provider is Alibaba Cloud, see How to Setup DNS Resolution of Alibaba Cloud Domain Name for Alibaba Mail?

  • If the domain name service provider is not Alibaba Cloud, refer to the related document: How to Setup DNS Resolution of Non-Alibaba Cloud Domain Name for Alibaba Mail?

The TTL period may vary depending on the domain name service provider. Generally, the TTL period is about 10 minutes. The global DNS may take more than 24 hours.

3. Failed to Access the Email Server by Using Your Own Domain Name

Alibaba Mail provides the default server, you can also use your own domain name to access the server by configuring the relevant resolution.

"mail.your domain name" is used to log on to the Webmail.

"smtp.your domain name", which is used to send emails from clients.

"imap.your domain name" is used to receive emails from the client.

"pop.your domain name" is used to receive emails from the client.

Some Accounts Cannot Receive Emails

1. Webpage

Alibaba Mail default logon address: https://mail.sg.aliyun.com/.

1.1 Cannot Send Emails

• Received a message indicating the cause of the failure.

• Received a bounce email with the reason and suggested solution.

• You can view the email sending result in the Sent Item folder.

Common Scenarios:

• Failed to send the email in writing page

  The error appears after clicking the Send button. For more information, please check The Common Errors Received While Sending Emails from Webmail

• The recipient server rejects the email and returns the bounce semantics

  We recommend that you refer to the bounce semantics returned by the other server and consult the recipient's mailbox administrator or service provider. The recipient's specific policy cannot be known.

  For more information about common errors, please check Common Bounce Notification and Solutions.

• Alibaba Mail anti-spam policy interception

  In order to maintain a good outward channel reputation, the Alibaba Mail has taken active protective measures.

  If the behavior or content has spam characteristics, the anti-spam model will automatically identify it as spam.

  We recommend that you refer to the reasons and solutions in the bounce message for improvement.

  For more information, please check the following topics:

  Bounce Notification: spamed by local spam engine

  Bounce Notification: 554 Reject by behaviour spam

  Note

  The Alibaba Mail is mainly to meet the needs of normal communication. Currently, it does not support large-scale sending of system notifications, registration verification, exhibition invitations, monitoring alarms, etc.). It is recommended to send normal business emails according to the correct email standards. If you want to send emails in a similar manner, we recommend that you use Direct Mail.

• Administrator policies restrict external sending

  • Disable the external sending. For more information, please check Bounce Notification: You are forbidden to send mails to outer domains limited by your admin

  • Email Audit. For more information, please check Email Audit.

• Reminders are restricted from being sent out after logon

  After logging in, the user will be prompted: This account is blocked from sending emails due to violations. Go to the permission platform to unblock the account.

  Administrators receive blocking reminder text messages, and mailbox users receive blocking reminder emails.

  • Please refer to Scenario 3: The Email Account Is Blocked in the reference document to select the corresponding solution. Related reference document: What to Do If Employee Account is Blocked or Frozen?

1.2 Unable to Receive Emails

Check the spam folder or other folders that may be affected by anti-spam policies or user-defined rules.

• Employee policy restrictions

  • Please check whether the custom receiving rule is set correctly. For more information, please check How to Create Receiving Rules in Alibaba Mail?

  • Please check whether the relevant domain name is added to the blacklist, please check the related document: How to Add the Blacklist of Alibaba Mail?

  • The mailbox capacity is full. For more information, see View the Storage of Alibaba Mail .

• Administrator policy restrictions

  • Blacklist set by admin. For more information, please check How to Add or Delete the Blacklist?

  • Email filter. For more information, please check Email Filter.

  • The permissions of email groups or groups are restricted to receive external emails. For more information, please check How to Set Receiving Permissions of Mail Groups/ Groups

  • External Receive function is disabled for the employee account. Log on to the Alibaba Mail Domain Management page, choose DEPTs & Users> Employee Accounts and click the email account that you want to modify.

• Alibaba Mail anti-spam policy reject or be delivered to the spam folder

  Anti-spam policies are confidential information and are not disclosed in detail to the public.

  Possible causes include:

  • The sender's account or server may have sent a large number of spam or phishing emails and been blacklisted.

  • The email contains spam characteristics. The domain name or IP in the email has a poor reputation and may belong to a phishing website.

  • The overall sending volume or frequency of the sender is too high. We recommend that you try again later. Related Reference Documents: Bounce Notification: too frequently sending

• Undelivered or failed to be delivered by the sender

  Contact the administrator or service provider of sender to check the delivery logs.

2. Email Client

Please check whether the Webmail can send and receive emails first. If the email can be sent and received normally, then continue the following troubleshooting measures:

2.1 Server Address

• The prerequisite for a client to receive and send emails is that the SMTP (send) and IMAP/POP (receive) protocols are correctly configured.

  For more information, see the following topics:

  IMAP, POP and SMTP Server and Port Information of Alibaba Mail

  How to Setup DNS Resolution of Alibaba Cloud Domain Name for Alibaba Mail?

  How to Setup DNS Resolution of Non-Alibaba Cloud Domain Name for Alibaba Mail?

  For more information about how to configure a common client, please check Webmail and Email Clients Usage Issues.

2.2 Server returns: 526 Authentication failure

• Account and password authentication error.

  For more information, please check Bounce Notification: 526 Authentication failure.

2.3 Alibaba Mail Client

• If you encounter any problems during the use of the Alibaba Mail client, it is recommended that you upgrade to the latest version Alibaba Mail. Download here.

2.4 Third-party client or sending program

• Did the administrator disable the use of third-party clients? After you disable this feature, employee account cannot send emails by the SMTP protocol.

  For more information, please checl How to Enable or Disable the Third-party Client Access Feature?

References

• For more information about how to troubleshoot logon failures, please check Troubleshoot the Cause of Logon Failure.