Email Troubleshooting

How to Check Email Logs/Delivery Logs

There may be some instances where you will want to check this tool. This will allow you to see the email’s delivery route.

  • Log in to your BYU Domains account
  • Find the section called Email
  • Click on Track Delivery
  • If you want you can then enter the Recipient Email address to narrow it down.
  • If you do not enter the recipient email address, you can narrow the search results by going below that field and checking one of the boxes for Show Successes, Show Deferred, Show Failures, and Show In-Progress. This will allow you to see all emails going and coming into your email account.

I can receive, but not send

  • Make sure ports 25 and 465 are not blocked on your network.
  • If you are using an email client, check the settings in your email client, and look at the outgoing server settings.
  • Check your MX record and make sure it is correct/hasn’t been changed
  • Check the email logs (as explained in the previous step).

I can send, but not receive

  • Make sure ports 110, 143, 993, and 995 are not being blocked on your network
  • Check the settings in your email client if using one, specifically look at the incoming server settings
  • Check your MX record and make sure it is correct/hasn’t been changed
  • Check your email forwarders and make sure the emails are not being forwarded to another email account
  • Check the email logs – see below

I am having trouble setting up my Outlook client

  • Make sure the password is correct
  • Make sure there are no spaces before or after the email address or server names in the various fields
  • Choose “Use Incoming Server Info” in the Authentication drop-down menu instead of “Username and password”
  • Try non-SSL settings to see if this allows it to work


The easiest way to troubleshoot bounceback emails is to look at the bounceback message. Most of the time the bounceback message will state exactly why the email was blocked. Some common errors may be

  • Recipient does not exist—this means the address is incorrect or the address doesn't exists anymore.
  • Sending server’s poor reputation—this means that your mail server is on the recipients block list
  • Spam email—It could also be that the message you sent contains “spam-like” characteristics in the message. You can try sending another email with very simple text to see if it goes through.

Missing Emails

Missing emails could result from a number of things, but here are a few of the most common issues:

  • If you have an email client setup, does it use POP3? If it does, then the emails may have been downloaded from the server onto a computer.
  • Check your spam filter, it may be being blocked if set too high
  • Make sure you haven’t changed any zone records, especially MX record, recently

Complaints that you are sending spam

This is either due to someone spoofing your email address, or your email account may be compromised.

  • If spoofing is the case, then you should setup an SPF record
  • If the account is compromised, FIRST you should run a virus scan on your computer , then change your password, and make sure nothing else has been changed on your account.

User would like to change their email address

All the email management features are on the cPanel.

  • Create an alternate address besides the default one you are given.
  • Use the default email as a catch-all for email received at your domain.
  • Use the new e-mail address for the one you give to people. You need to manage both.
  • You cannot rename the default email address.

You can manage this by going to the BYU Domains dashboard, scrolling down to the email section, and selecting Email Accounts.

SPF (Sender Policy Framework)

  • SPF helps prevent sender address forgery or “spoofing” email addresses. The following is a great explanation example from forums:

“An SPF record is basically just a TXT DNS record. This TXT record just lists what servers (IP addresses) are supposed to be capable of sending legitimate mail for your domain name. So, for example, say you have the domain name and in the DNS entry for you list the IP address of as being the only IP address that should ever legitimately send out mail from

Now when you send out an email, through, to someone with a email address, the Google servers will receive the mail, see that it came from, check the SPF record for and see that is in fact a legitimate sending source. Google's servers will likely let this message through (although other spam factors will also come into play).

But if someone else tries to spoof your domain name, and they try to send out mail from another source, say When Google's mail servers receive this message, they will see it came from, they will check the SPF record for, and they will find that is NOT a legitimate mail sending source. Google will likely flag this message as spam.

Sender Policy Framework (SPF) allows the domain owner to publish a list of which hosts are allowed to send mail out from their domain. This is used by other mail servers and spam filters to verify that the mail being received from domain is authorized to be sent from domain.”

MX Records

An MX record is a DNS record that tells senders how to send email for your domain. Each MX record points to an email server that is configured to process mail for that domain. There is usually just one MX record but there could be multiple. By default they will be using the hosting company's email servers, but you can change these. For example, you can change hosting company's email servers to the Google mail servers which will then direct your emails through Google.

SpamAssassin (Email Filtering)

Apache SpamAssassin is a Open Source anti-spam platform that gives you a filter to classify email and block spam (unsolicited bulk email).

It uses a robust scoring framework and plug-ins to integrate a wide range of advanced heuristic and statistical analysis tests on email headers and body text including text analysis, Bayesian filtering, DNS blocklists, and collaborative filtering databases.


  • From your cPanel, find the Email area
  • Click Apache SpamAssassin
  • Click the button Enable Apache SpamAssassin

Configure Apache SpamAssassin: This will allow you to set custom rules. You can blacklist addresses, whitelist addresses, and change the default spam score.

Enable Auto-Delete: This will automatically delete emails that get above the spam score you set, default is 5.

Enable Spam Box: This will deliver any emails marked as spam to a separate folder named spam.