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ServiceSMTP - Communication tests

Why is the service not working ?
Why is the service not working ?
or
It's not working!

These are the questions (or statements) that, as a support team, we hear most frequently. Our job is to help you on these occasions, but with your assistance we can help you even more. Always remember to indicate exactly what you did, how and when the error occurred, and copy any error messages in full. These details allow us to help you more effectively and quickly. The following are a series of tests that you can perform to verify the state of the service.

1
Disable any firewall (naturally just while performing the test). New concept firewalls (IDS) automatically block any programs that are unknown to them (not on their list) or programs that use non-standard ports (if your provider blocks port 25). If the service works with the firewall disabled, check to see how you can add the program you are using (EmailingPro, SendBlaster or others) to the list of permitted programs.
Also check your Internet access IP, as this might be useful for additional information.

2
Perform a ping on our mail server IP (ask us for the correct IP and the mailserver-name).
In this way it is possible to check that the internet connection is correct.
For this test (Windows OS)

If the test is successful, go to point 4, otherwise continue with point 3

3
If the previous test, 2, was not successful, this means that the network is unable to reach our mail server. In this case let's try to identify where the error occurs, bearing in mind the IP of our mail server (given in point 2), perform a trace to verify the connection points
For this test (Windows OS)
  • left click on the START (bottom left of the screen)
  • left click on RUN
  • in the box that appears type "cmd" (without quotes) and press ENTER
  • the black command prompt window will appear
  • now type the command "tracert xxx.xxx.xxx.xxx >C:\traceasmtp.txt" (without quotes, where xxx.xxx.xxx.xxx is the IP we have given you) and press ENTER
  • you will see that the window appears frozen for a while (sometimes longer than a minute) without any trace of the cursor (this is normal), then the prompt returns without displaying anything else
  • at this point you have created a file, C:\TRACESMTP.TXT, which you must send us by e-mail together with your Internet access IP, identified as described in point 1
  • type the command "exit" (without quotes) and press ENTER to close the command prompt
after this, stop testing and await our reply.

4
If you have reached this point it means that the ping test on the IP described in point 2 was successful. Now let's try performing the same test, but referring to the server name (given under point 2), in order to check that your DNS are working properly.
For this test (Windows OS)
  • left click on the START (bottom left of the screen)
  • left click on RUN
  • in the box that appears type "cmd" (without quotes) and press ENTER
  • the black command prompt window will appear
  • now type the command "ping mailserver-name" (without quotes, where mailserver-name is the name we have given you) and press ENTER
  • if everything is working correctly you will receive a four-line reply starting with "reply from xxx.xxx.xxx.xxx"
  • type the command "exit" (without quotes) and press ENTER to close the command prompt
if the test is successful, go to point 6, otherwise continue with point 5

5
If you have reached this point it means that the ping test on the mail server IP described in point 2 was successful, but the one on the name described in point 4 was not. This is caused by your DNS's, not working properly.
The DNS service is normally supplied by your connection provider, but it can be changed without any problem. The DNS servers to be used can be found on the Internet. We suggest you try those provided by OpenDNS. You will find here the procedure necessary to configure them, start by selecting your operating system, then the rest of the procedure is guided.
When you have finished, go back to test 4 above

6
The ping tests on the IP 2 and on the mail server name 4 were both successful. Now let us check that you are accessing the SMTP service correctly
For this test (Windows OS)
  • left click on the START (bottom left of the screen)
  • left click on RUN
  • in the box that appears type "cmd" (without quotes) and press ENTER
  • the black command prompt window will appear
  • now type the command "telnet mailserver-name 25" (without quotes, where mailserver-name is the name we gave you) and press ENTER
  • if everything is operating correctly you will receive a three-line reply starting with code 220, the first of which will contain www.swworkx.net
  • Type (you might not see what you are typing) the command "quit" (without quotes) and press ENTER to close the connection
  • type the command "exit" (without quotes) and press ENTER to close the command prompt
If the test was successful, congratulations, you can start working with ServiceSMTP, if you did not receive the correct reply, go on to point 7 to test the service on an alternate port

ATTENTION, in case you use Windows Vista telnet is not available by default, to activate it
- go on Control Panel
- be sure on the left side, to have Classic View turned on
- select Program and Features
- under Windows vista Program and features make sure you select Turn Windows features on/off under Tasks
- in "Turn Windows feature on/off" select telnet client
- save and wait for activation

7
If test 6 above was not successful it may be that your connection provider is blocking port 25 (the standard port for SMTP services), this is the case for a number of providers (e.g. Tele2), and almost all wireless services.
The main reason for this is to control the flow of SPAM Consequently we provide the option of using the service on an alternate port.
For this test (Windows OS)
  • left click on the START (bottom left of the screen)
  • left click on RUN
  • in the box that appears type "cmd" (without quotes) and press ENTER
  • the black command prompt window will appear
  • now type the command "telnet mailserver-name 587" (without quotes, where mailserver-name is the name we gave you) and press ENTER
  • if everything is operating correctly you will receive a three-line reply starting with code 220, the first of which will contain www.swworkx.net
  • Type (you might not see what you are typing) the command "quit" (without quotes) and press ENTER to close the connection
  • type the command "exit" (without quotes) and press ENTER to close the command prompt
If the test was successful, congratulations, you can start working with ServiceSMTP, See our Welcome e-mail for the program settings required to use an alternate port.

If this test is again negative, and you are certain that you have disabled any firewall, the problem might be a block in one of your devices. We suggest turning off the entire system (router, switches (if there are any), PC), as this frequently solves the problem.