EMail Troubleshooting Information

Instructions if you are experiencing trouble sending or receiving Email

Please check these scenarios to see if they apply to your situations:

  1. MISSING EMAIL
    Persons sending mail to you receive an error message and the mail is returned to them, or you never get the email.
    In order for us to investigation this issue, please email techsupp@tela.com with the following information:
    • Date and approximate time of day of the most recent incident
    • The sender's From: email address
    • The recipient's email address
    • Any error messages they recieve when sending to you. Attach a copy of the entire error message if possible.

  2. SMTP TIMEOUT
    You can receive email but sending email takes a long time and times out:
    • Check if your ISP/Access provider blocks SMTP port 25.
    • If so, you may need to change the SMTP to port 587 (SMTP submission).
    • Check with your email program's help screens to determine how to set the outgoing server port.

  3. RELAY DENIED
    You can receive email, but sending email gives an error message right away indicating "relaying denied":
    • Make sure your email client is configured to use outgoing server authentication.
    • Check with your email program's help screens to determine how to set outgoing server authentication.

  4. SPF MESSAGES
    You receive an error message regarding "sender address rejected" and the error contains a reference to http://openspf.org":
    • Visit the link in the error message regarding your email, it contains more information about SPF. SPF is a system used to prevent email forgeries. Please pass this link to your email administrator if necessary.
      SPF works by publishing a list of servers that are permitted to send email on behalf of your domain. Email that is sent from other servers or systems will not be permitted by receivers that implement the SPF policy.
    • For Tela customers, our SPF system publishes a list of valid IP addresses that are authorized to send mail on behalf of your domain. By default, this includes Tela's mail and web servers.
    • Our antispam system verifies the IP address of the system sending mail on behalf of your domain. Some third-party web servers attempt to send mail on your behalf. In this case, it will appear as a forgery.
      NOTE: THERE IS NO WAY TO DISTINGUISH BETWEEN AN ACTUAL FORGERY AND A THIRD PARTY SENDING MAIL ON YOUR BEHALF, UNLESS YOU REGISTER THE IP ADDRESS OF THE THIRD PARTY SERVER WITH US.
      Systems known to send forged mail on your behalf include Dell, Ebay, Hallmark, CDW, and Kodak.
    • Email forwards can also cause this problem. If you have an outside email account that forwards to your email account hosted at Tela, you are likely to have this same problem. We recommend that you do not use email forwarding TO accounts that use this antiforgery measure.
    • If you cannot register the IP addresses of the third-party servers, the only solution is to have Tela NOT perform the antiforgery checks for your domain. This will increase the likelihood that your email domain will be used to send forged mail. It will also increase the likelihood that you will receive forged mail claiming to be from your domain. Please email techsupp@tela.com to have the antiforgery checks removed.

  5. OTHER ERROR MESSAGES
    You may receive other error messages when sending email.
    Please check to make sure the recipient's email address is valid and there are no typographical errors in their address. Please check with your email administrator first for any other messages

  6. REJECT CODES
    Tela's mail servers may return an "SMTP REJECT CODE" which can provide further information for your mail troubleshooting.
    Please see Tela SMTP Reject Codes for more information.

Outlook 2007 Email headers

Outlook 2002/03 Email headers

Outlook 2000 Email headers