[PLUG] Email question

Joe Pruett joey at clean.q7.com
Thu Jul 9 13:48:09 UTC 2009


> Problem
> If an end user were to call you saying they cannot send email through
> their local hosted POP3/SMTP server, how would you go about
> troubleshooting the issue
>
>
> Reponse:
>
> 1.. Ask if the mail has ever worked..
>
> 2.. If mail has worked ask when was the last time it worked correctly
>
> 3.  Ask if any hardware/software has been installed since the mail last
> worked.
>
> 4.  When was the last time the computer was booted.
>
> 5.  Have customer boot computer again and check email
>
> 6.  Have customer check  POP3 and SMTP settings.
>
> 7.  Have customer reenter POP3 and SMTP settings.
>
> 8  Reboot computer and try email again.
>
> 9. If email is still not working ...Have customer open terminal window
> and ping both POP and SMTP servers..
>
> 10.  I email is still not working..Have customer call local ISP and see
> if there are problems there...
>
>
> #########################
>
> Is there a better/quicker way/method ?????
>
> Have I missed some obvious step??

the 3 cardinal rules of tech support.

1. is it plugged in
2. is it turned on
3. are you using what you think you're using

in the past, those were pretty straightforward when applied to dumb 
terminals.  nowadays they have many more meanings, but the basic concepts 
are the same.



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