Update as of 10/1/2013: We have enhanced security on our email servers. You need to update your account settings. Please see How to update your ssl and account settings.
We occasionally handle support tickets from customers who aren't getting their email, or for clients whose family and friends are telling them "your email bounced back to me." There are a number of reasons this could be occurring:
- The friend, client, or family member actually has your email address wrong.
- Make certain your contacts are using the correct email address.
- Your ISP (Internet Service Provider) is having issues with their network which is preventing you from receiving emails.
- Check with your ISP to see that there are no outages or issues in your area.
- Your account IP address has been blacklisted by a DNS based anti-spam database.
- Check with ODI Support. We will need your IP address to figure this one out. You can ascertain your IP by navigating in a web browser to http://whatismyip.com. When you open a support ticket, simply furnish us with this information.
- If you cannot access your mail, or, attempting to download it to your mail client gives you an error, it might be that the ODI server has blacklisted you because of an incorrect login attempt from your IP address.
- We will need your IP address to figure this one out. You can ascertain your IP by navigating in a web browser to http://whatismyip.com. When you open a support ticket, simply furnish us with this information.
It is a good idea to make certain that your email settings are set only to check for mail every 10 or more minutes. Any setting less than 5 minutes is probably not necessary. Servers have a limit on the amount of incorrect U/N and P/W combinations they allow before blacklisting. Setting email to check automatically very often can cause this quota to be exceeded very quickly and thus lock you out. - How come I've been added to a DNS based anti-spam blacklist server? I'm not a spammer!
- Just because the IP is listed with a particular blacklist does not mean that you are sending spam, just that particular blacklist suggests not to accept mail from a mail server running at that IP address. Most residential Cable/DSL IP addresses that are dynamically assigned will indicate that they are blacklisted.
We also hear from customers who are in a remote location, or are using their smartphone or tablet to download email. They experience difficulty in downloading their email. Remember that places where there is less cell/network coverage and places where many people use cell/network resources can be problematic for email. A perfect example of a problematic area would be at a large concert, or a theme park such as Disneyland--or anyplace where many people are trying to connect all at once. If you are staying at a hotel, for example, log onto the hotel's wireless network to download mail.
