email not working – is it temporary?
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I am working with our church on a new website. I first switched the DNS servers with the current host to point to the new WordPress site. Then I realized we needed to switch the DNS servers where we host the domain. After a week of working with them to make it happen, the servers were changed today, but now they aren’t getting email at the church. They can send, but not receive. Any emails I have sent today are bounced back (they haven’t received any external email). They host their email locally on the server in the office, so I am not sure what is going on. Is this temporary? What should I do to fix if it isn’t going to fix itself?
The blog I need help with is: (visible only to logged in users)
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Hi there,
I’m sorry for the delay getting back to you. We work through requests for support as quickly as possible, in the order we receive them. I can help with your questions here:
Any emails I have sent today are bounced back (they haven’t received any external email). They host their email locally on the server in the office, so I am not sure what is going on. Is this temporary? What should I do to fix if it isn’t going to fix itself?
When you point a domain to WordPress.com, any email you had set up with the domain elsewhere won’t work anymore. You’ll need to set up that email service again in your domain settings here, using the email records for your email provider: Add Email
Alternately, we offer an Email Forwarding service you can use.
In your other support thread you also mentioned some questions about how your domain is working:
I just tested it one more time to make tcaa.com the primary…and it went to the old Tcaa.com site. It did not map to thechurchatarrowhead.wordpress.com.
Your domain is once again pointed at your old host. That’s controlled by the domain’s name servers, which you can check in WHOIS here:
Your domain’s name servers will need to be pointed to WordPress.com for you to see your WordPress.com site at that domain: Map an Existing Domain
Please let me know if you have any questions about that!
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Hello. Thanks for your responses.
We are still hosting through 1and1 and the domain is through Network Solutions. I spent quite a bit of time with both of them yesterday and reverted settings back to what I think they were originally. Now TCAA.com is pointing to the old website, but they do have email back.
Email is hosted locally on their server at the church. So I didn’t think anything we were doing with the website would affect their email.
So this is the sequence of events since the domain servers were changed on Tuesday:
1. I changed the DNS servers (to the WordPress address) at 1and1 where they host the site. Nothing happened and I was told it needed to be changed where we have our domain.
2. We changed the DNS servers (to the WordPress address at Network Solutions where the domain name was purchased. At that point the new site came up (TCAA.com and then it would be come thechurchatarrowhead.wordpress.com) but email went down.
3. i called to talk to 1and1 with no help. i called Network Solutions and they had me revert some settings and then enter 1and1’s IP address and email come back up.I am now afraid to pull the trigger. I don’t want email to go down again. Since email is hosted locally, how do we keep it live?
If we are hosting with the same company, do I really point the servers to somewhere else? Don’t the new design files overwrite the old design files?
Please let me know. We are eager to get the new site up, but not at the cost of having email go down.
Any help would be appreciated. Thanks!
suzanne
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Hi Suzanne,
All of the DNS records used for your email need to be entered at the same place where your domain’s name servers are pointed. So if your domain uses the WordPress.com name servers, your email records need to be entered on our end for your email to work.
Can you please contact your domain registrar (Network Solutions) and ask them what email records they have saved for your domain? We can enter those same records on this end, and your email should keep working when you switch to the WordPress.com name servers.
If we are hosting with the same company, do I really point the servers to somewhere else? Don’t the new design files overwrite the old design files?
When your domain is pointed to your 1and1 site, 1and1 is your website host. However, your site thechurchatarrowhead.wordpress.com is hosted here at WordPress.com. When you switch your domain to point here, WordPress.com is your website host (not 1and1).
Please let me know if you have any other questions about that!
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So I paid $13 for the domain mapping. So that maps the domain to WordPress? I think I had it the other way around…I thought it would map the site to 1and1.
Are we covered for hosting then for the next year?
Okay…let’s do this…so this is what I need to do:
1. Get email records from Network Solutions
2. Change name servers @ 1and1 to WordPress.com name servers
3. Change email records on WordPress.comLet me know if I missed any steps…
Thanks so much!
suzanne
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Hi Suzanne,
Yep, that’s right! Domain mapping maps the domain to your site here at WordPress.com, so when someone visits your domain they see the site you have hosted here.
Just a quick revision to the steps you mentioned:
- Get email records from Network Solutions
- Change email records on WordPress.com (using the “Edit Domains” button under Store > My Domains in your site’s dashboard here)
- Change name servers at Network Solutions to WordPress.com name servers
Doing it in that order isn’t required, but it will make sure that everything is set up and ready to go when you make the name server change. Please let me know if you have any questions or would like more help with any of those steps! :)
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Oh, sorry! I almost missed this question:
Are we covered for hosting then for the next year?
Hosting at WordPress.com is free, so the only payment is for your site’s upgrades. (You can check those under Store > My Upgrades in your site’s dashboard.) You’re all set with those until next year. :)
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So someone at the church really wants this hosted with 1and1 so we can get free email. But I just spent 40 mins with tech support and they need me to export the PHP and SQL files…and I haven’t found an easy way to export these. They all require me to get into the backend…but I don’t know how to get into our files on the backend of WordPress.
Any suggestions on how to export the PHP and SQL files? I downloaded FileZilla to access our site on 1and1 but how do I access our files on WordPress? I was able to export the XML file but that’s it.
Can you help? Thank you!
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Hi there,
WordPress.com does not provide PHP and SQL access for sites hosted here. However, you can Export all of your site’s content under Tools > Export in the site’s dashboard.
Please note that the export file only includes the site’s content, not the site’s appearance (such as the theme files). You can read more about how to move a site from WordPress.com to a self-hosted (WordPress.org) site here:
http://en.support.wordpress.com/moving-a-blog/#moving-to-wordpress-org
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okay. so i guess that answers that :) i’ll move everything to point to WordPress and then we will figure out the email hosting situation later on.
once i get this all switched over, do the settings for email need to be changed on everyone’s computer? i am trying to avoid email downtime.
thanks so much for all of your help. i really appreciate it!
suzanne
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so i did the following (IN CAPS)
1. Get email records from Network Solutions (DONE)
2. Change email records on WordPress.com (using the “Edit Domains” button under Store > My Domains in your site’s dashboard here)
I WENT TO CHANGE IT THAT BUT THEY WERE ALREADY SET UP WITH THIS INFORMATION?
3. Change name servers at Network Solutions to WordPress.com name servers
DONE – CHANGED TO
ns1.wordpress.com
ns2.wordpress.com
ns3.wordpress.comI also selected TCAA.com as the primary…so thechurchatarrowhead.wordpress.com redirects to tcaa.com
i think that is it? please let me know if there is anything i need to correct. i am leaving shortly for an overnight event…and will check my email as often as possible. but can you change the contact email to suzannechilson at me dot com? that way i am sure to get it!
thanks so much…i’m holding thumbs this goes through without disruption to the email service.
thank you!!!
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hello. it’s me again :)
the switch has been made and i am seeing the new site live @tcaa.com
i tested one of the emails. it hasn’t been kicked back to me, but i texted the person i sent it to and she isn’t able to get email. she gets the error message that “she cannot be connected the server”.
can you let me know what to do asap? we need to get this resolved.
and…if you can change the contact on this thread to suzannechilson at me dot com that would be awesome. thanks!
suzanne
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email was kicked back to me…here is the string:
Message-id: <(email visible only to moderators and staff)>
Date: Sat, 23 Aug 2014 13:30:16 -0700
From: suzanne bishop <(email visible only to moderators and staff)>
To: Shanna Conroy <(email visible only to moderators and staff)>
Subject: testing 123, testingYour message cannot be delivered to the following recipients:
Recipient address: (email visible only to moderators and staff)
Reason: Remote SMTP server has rejected address
Diagnostic code: smtp;554 5.7.1 <(email visible only to moderators and staff)>: Relay access denied
Remote system: dns;mx2.mailhop.org (TCP|17.172.220.236|59772|216.146.33.7|25) (mx1.mailhop.org ESMTP MailHop by DynDNS.com)Original-envelope-id: (email visible only to moderators and staff)
Reporting-MTA: dns;st11p02mm-asmtp001.mac.com (tcp-daemon)
Arrival-date: Sat, 23 Aug 2014 20:30:54 +0000 (GMT)Original-recipient: rfc822;(email visible only to moderators and staff)
Final-recipient: rfc822;(email visible only to moderators and staff)
Action: failed
Status: 5.7.1 (Remote SMTP server has rejected address)
Remote-MTA: dns;mx2.mailhop.org (TCP|17.172.220.236|59772|216.146.33.7|25)
(mx1.mailhop.org ESMTP MailHop by DynDNS.com)
Diagnostic-code: smtp;554 5.7.1 <(email visible only to moderators and staff)>: Relay access deniedFrom: suzanne bishop <(email visible only to moderators and staff)>
Subject: testing 123, testing
Date: August 23, 2014 at 1:30:16 PM MST
To: Shanna Conroy <(email visible only to moderators and staff)> -
hi. it’s me!
i found this thread:
https://en.forums.wordpress.com/topic/help-with-crazy-domains-email-set-up?replies=14and so i set up a CNAME record since I didn’t see that in the listing for me to edit. you’ll see what i entered. i hope this was correct? i am checking to see if my test email made it through. but i know it can take some time. please let me know if what i did was correct. and if not, how do i fix the problem?
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Hello. I really need help with this. Email has been down for 2 days…and i have no idea how to fix it. Email needs to go up ASAP.
This is the scoop on our email:
This domain currently has custom mail servers defined in its DNS settings. This means that WordPress.com Email Forwarding is not available for this domain, and that you should manage your email with your email provider.Do we need to do something with the servers at the church offices? Based on what I’ve seen in similar threads, it can be rectified via our WordPress settings, but not sure what those settings would be.
Please help. Thanks.
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Hi Suzanne,
Can you please contact your email service provider and ask them exactly what email records you need to use for your email service to work? I can make sure those are entered on our end — but until we’ve confirmed those are the correct email records, I can’t be sure your email will work when your domain is pointed here.
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