Cannot receive/send mail from my email account

Knowledgebase Articles: Cannot receive/send mail from my email account

In order to identify a problem you may experience sending and receiving email, the following tests can be run :

Mail sending problems

1.On your computer go to Start > Run and type 'cmd' in the 'Open' field to launch the console. If you are on Mac, then the console can be found here: Application > Utilities > Terminal.app 

In the console type 'ping smtp.gplshops.com' and press Enter

The result of this command should be similar to:

Pinging mail.gplshops.com [195.69.153.66] with 32 bytes


Reply from 195.69.153.66: bytes=32 time=59ms TTL=52
Reply from 195.69.153.66: bytes=32 time=59ms TTL=52
Reply from 195.69.153.66: bytes=32 time=59ms TTL=52
Reply from 195.69.153.66: bytes=32 time=59ms TTL=52

Ping statistics for 195.69.153.66:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

2. After that type 'telnet smtp.gplshops.com 465' string and press Enter

Note:

If you are using Windows XP the telnet command is available by default. But if you use Windows Vista the telnet command is disabled by default. So when you try to use the telnet command in Windows Vista/7 you get the following error message: "‘telnet’ is not recognized as an internal or external command, operable program or batch file."
Here’s the step by step procedure to enable the telnet feature (telnet command) in Windows Vista/7:
1. Go to Start > Control Panel. 
2. Click on the sub heading Uninstall a program under the main heading Programs. NOTE: IF you are in the Classic View click on Programs and Features
3. Now in the left panel under the Tasks select the option Turn Windows features on or off.
4. Now a new window opens. In the new window select the following 
Telnet Client
Telnet Server (optional) 
5. After selecting click on OK. Now wait for few minutes till the telnet feature is installed. Once the telnet feature is installed you can go to the command prompt and use the telnet command. System restart is not required.



2.1 If the result is similar to "Connecting To smtp.gplshops.com...Could not open connection to the host, on port 465: Connect failed", it means that port 465 is either blocked by your local firewall/antivirus software or by your internet provider.

In order to check whether the issue is in your firewall/antivirus software or your internet provider, please do the following:

  • Turn off your firewall/antivirus software for a while and repeat test from point 2.
  • If the result is the same (port is still blocked), you should contact your internet provider and ask them to unblock port 465.
  • If the connection was established successfully, that means that some settings in your firewall/antivirus software are blocking mail sending. You should review the settings and make required changes.

2.2 If the connection was established successfully, then it is most likely that SMTP authorisation wasn't set up correctly. Please check the instructions specified in the following articles:

 

How do I set-up my email? 

Sending email I get a 550 relay not permitted

Mail receiving problems

1.On you computer go to Start > Run and type 'cmd' in the 'Open' field to launch the console. If you are on Mac, then the console can be found here: Application > Utilities > Terminal.app

2. If you have set up a POP3 mail account then type 'telnet pop.gplshops.com 995' string in the console and press Enter, if it is an IMAP account - type 'telnet pop.gplshops.com 993' and click Done. 

3. If the result is 'OK' but you still can't receive mail, you should contact your internet provider in order to check whether they are blocking 995/993 port or not.

 

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