Quick troubleshooting view
A message does not leave the mail client's box d.
- Too large an attachment
- Client offline
- SMTP authentication
- Check Connectivity
- Control message size
- Test a simple message
- Reduce attachment size
- Reconnect account
- Delete/recreate only the blocked message if necessary
Contextual technician plan
Make sure the client is on line.
“Check Connectivity” should produce an observation that clearly confirms or rules out “Too large an attachment”.
If the observation is normal, lower “Too large an attachment” in the ranking and continue with the next distinct check.
If the observation is abnormal, keep the evidence and investigate “Too large an attachment” first. Related action: Reduce attachment size.
Compare with supplier limits.
“Control message size” should produce an observation that clearly confirms or rules out “Client offline”.
If the observation is normal, lower “Client offline” in the ranking and continue with the next distinct check.
If the observation is abnormal, keep the evidence and investigate “Client offline” first. Related action: Reconnect account.
Send an email without an attachment to yourself.
“Test a simple message” should produce an observation that clearly confirms or rules out “SMTP authentication”.
If the observation is normal, lower “SMTP authentication” in the ranking and continue with the next distinct check.
If the observation is abnormal, keep the evidence and investigate “SMTP authentication” first. Related action: Delete/recreate only the blocked message if necessary.
Check if the sending works from the browser.
“Test webmail” should produce an observation that clearly confirms or rules out “Corrupt message”.
If the observation is normal, lower “Corrupt message” in the ranking and continue with the next distinct check.
If the observation is abnormal, keep the evidence and investigate “Corrupt message” first. Related action: Correct profile if problem persists on all messages.
Repeat the same validation test after the correction and confirm the original symptom is gone. Validate stability before closing the incident.
Before changing configuration, record the current value and a way back.
Scramble if all users of a domain can no longer send.
A message does not leave the mail client's box d.
Causes probables
- Too large an attachment
- Client offline
- SMTP authentication
- Corrupt message
- Profile synchronization problem
Diagnostic étape par étape
- 1
Check Connectivity
Make sure the client is on line.
- 2
Control message size
Compare with supplier limits.
- 3
Test a simple message
Send an email without an attachment to yourself.
- 4
Test webmail
Check if the sending works from the browser.
Solutions possibles
- Reduce attachment size
- Reconnect account
- Delete/recreate only the blocked message if necessary
- Correct profile if problem persists on all messages
Scramble if all users of a domain can no longer send.