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Sending of message failed


InMotionFans
n/a Points
Asked:
2015-04-17 11:55 am EST

Hits: 1,183
Some employees within my company receive this message quite often and are getting fed up! However, a few never have any problems with inmotion .....what might be causing the problem?

"Sending of message failed. The message could not be sent because the connection to SMTP server secure143.inmotionhosting.com timed out. Try again or contact your network administrator"

Some users are on Thunderbird, some on Outlook - so no obvious link from our end.

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how is this resolved
Duke1
0 Points
2015-09-29 02:35 pm EST

OTHER ANSWERS

0

scott
Staff
43,761 Points
2015-04-17 12:42 pm EST
Hello,

Thank you for your email sending question today. As the first step, be sure that all the senders that are having issues (both T-bird and Outlook) have their outgoing email authentication set and set properly. This will require the client to verify with both the username and password (behind the scenes, of course).

Thunderbird SMTP settings (check the last step, and view the Authentication Method)

Outlook 2013 (check step 7)

Kindest Regards,
Scott M

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I have the same problem with InMotion *every day* (in my case, it's "secure163.inmotionhosting.com" timed out). My SMTP settings are set up properly. The thing is, the "Send Message Error" message appears *immediately* when I press Send. I dismiss the dialog box, then hit Send again, and the message goes through. It's really irritating.
mkoenecke
3 Points
2015-11-04 12:20 am EST
Hello Mkoenecke,

We're sorry to hear you're having problems with sending email. If mail is being sent and then it fails due to a problem that the mail server detects, then you should be receiving a bounce-back email that gives information on the email failure. If there are intermittent problems with connection, and the email server never sees your request, then it's either related to a physical network issue, or problem where you cannot make a connection to the server. You are welcome to try different email settings that may help with your connection.

If you have any further questions or comments, please let us know.

Regards,
Arnel C.
Arn
40,371 Points
Staff
2015-11-04 5:06 pm EST
Since moving to InMotion, we also have the same problem every day. My SMTP settings are set up properly. The thing is, the "Send Message Error" message appears *immediately* when I press Send. I dismiss the dialog box, then hit Send again, and the message goes through.

I am disappointed with the fact that this is still an issue, and yet has not been addressed by support. It seems obvious that it is some form of authentication issue, since it only happens on the first attempt to send. If we have something set incorrectly, let us know so we can fix it. This is not an intermittent issue.

Kevin C
kmc500
6 Points
2015-11-05 11:26 am EST
Hello Kevin,

Thank you for contacting us. I performed several email tests on your server, and was unable to replicate the error. There are also many users on your shared server using email without issues.

Since any authentication errors, or connection attempts are clearly logged on all servers (by IP, and username), I recommend reviewing your mail logs in real-time, while you are attempting to connect. If you are on a shared server, Live Support can help you review the email logs.

We are happy to help you troubleshoot further, but will need some additional information. Does this happen for multiple users?

What email client are you using, such as Outlook Thunderbird, Mac Mail, Webmail, etc?

Thank you,
John-Paul
John-Paul
30,400 Points
Staff
2015-11-05 12:22 pm EST
John-Paul,

Can you explain to me how, upon first opening Thunderbird, any mail sent fails to go, with the error mentioned previously. Once the dialog box is closed, and the message is sent again, it works fine.

Seems obvious to me that this is an error where authentication is happening after the request to send, generating the error. It happens to everyone in the office using Thunderbird, and only happens the first time a message is sent.

Since it is happening or has happened to other users, it should not be a difficult fix.

We are on a shared server.

Kevin C
kmc500
6 Points
2015-11-05 6:21 pm EST
Hello Kevin,

Thank you for contacting us. This is such a common error in Thunderbird, there is currently an open ticket (Bug 459716) discussing a fix. Most of the posts I have found in the official Thunderbird forums seemed to be fixed by Changing the Connection Timeout setting, or adjusting the Firewall/Antivirus rules on the computer.

Thank you,
John-Paul
John-Paul
30,400 Points
Staff
2015-11-05 7:05 pm EST
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