If you are having problems getting your email to work properly and you have followed the directions on the email setup page, here are some tips to help you figure out what might be wrong.

If your email program is coming up with an error, it is important to write that error down. If you use Microsoft Outlook, or Outlook Express, the error will often look like this '0x800CCC19' or similar. Steps to take to troubleshoot email problems.

See our Outlook Troubleshooting page or try google searching for the error code, often this will give you the answer.

Try logging into 42 webmail with your email address and password. If you can successfully receive and send email from the web interface, then it is likely the problem is with your email software (Outlook, etc.).

Try disconnecting and reconnecting to the internet, verify that you are online by going to a website you have never been to before, we recommend www.google.com.ar (Argentinian Google), as google is rarely down. If you cannot get there the problem is an Internet connection problem, not an email problem.

Many email problems are caused by anti-virus programs that scan all incoming and outgoing email. To use 42 Inc's email services, you MUST turn off ALL email scanning on any anti-virus software that you are running (no need to worry about potential viruses because 42 Inc pulls all of them before they even reach your computer).

I cannot receive email.
• Make sure you are on-line (can you browse web pages?) If you cannot browse web pages, check your internet connection or contact your ISP before reporting an email problem.
• Make sure you have used the correct user name, password and mail server addresses for your account. This information can be found at the info center (including specific step by step instructions for various popular mail clients).

I cannot send email.
• Make sure you are on-line (as above).
• The usual cause of this is not enabling SMTP authentication in your mail client. All outgoing mail sent via our mail server requires authentication (more information can be found at our email setup section).
• Some users have reported problems sending large messages over a wireless connection. Tests usually show that the same message can be sent on a wired connection without any problems. Check that your wireless devices have up to date drivers and good reception.
• If you are having trouble sending email, but you can receive it just fine, your ISP might be blocking or intercepting your outbound email and processing it through their own servers. This is an anti-spam measure. If this causes you a problem you can change your email SMTP settings to use port 4242 instead of port 25 for outbound (SMTP) mail (in Outlook this setting is on the 'Advanced' tab within the email account properties).

I get a message saying my SMTP server does not support SSL.
• You need to turn off virus scanning on outbound email, directions can be seen here.

I get a message saying the email I sent was too large for the remote SMTP server.
• The recipient may not have enough free space in their mailbox.
• Most ISPs impose a size limit on all messages. This can be as little as 1Mb, although 5 to 10Mb is more usual. There is nothing we can do to force a large message through in this case.
• Remember if you are sending a large message that the recipient may only have a dial-up internet connection, and a message of more than 1Mb may take them a long time to download.

I am receiving the same emails several times.
• This occurs when you have set up your mail client to leave copies of incoming messages on the server. It is usually caused by changing the user profile or mail settings which makes the program lose track of which messages have already been downloaded. There is nothing we can do to prevent this from happening. Consider turning off the 'leave a copy' option.

Mail is taking a long time to arrive.
• Do you have your email client set up to send and receive messages automatically?
• Our email spam & virus scanning service handles a huge volume of spam so it may take up to five minutes for email to be scanned, depending on the current server load. Many virus-infected emails arrive in 'waves' which produce a temporary high server load.

Someone is trying to email me and their mail bounces back with the message "551 Server access forbidden by your IP".
• The sender's mail server probably has an incorrect reverse DNS pointer.
• The senders ISP must correct this before we will accept mail from them. This is another anti-spam measure and is recommended by RFC 1912 .
• The sender most probably also has problems sending mail to other ISPs. 
• The sender's ISP can check their DNS setup at http://www.dnsreport.com (pay particular attention to the results in the 'MX' section).

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If you are still having problems with your email, please email us at support@42inc.com - this will open a trouble ticket in our support system and we will look into the problem and get back to you. To help speed up your request, please include some of the following information:

- Have there been any changes to your computer prior to the problem starting? (IE did you add/delete any software? Did you make any other changes? Even if you think it is not important, please try and include as much information as possible so that we can assist you).
- Is the problem intermittent or constant?
- When did it start happening?
- Describe other symptoms or oddities have you noticed.
- Have you tried to use the web interface to access/send email? If not, please do so before contacting us. This will help determine if the problem is with your email account or if it is an email software problem.