Problem: Website hosting on reseller but running emails on old server.

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Posted by ilovetheheat, 10-23-2013, 03:16 PM
Here's the situation: A client wanted new website hosting but their emails to stay on the old sever. So here's what I did: -Creating a new cPanel on reseller account. -Editing MX records in WHM to point to old email account. -Client logs into old webmail and can receive and send emails. -But Microsoft outlook on his computer and smtp settings on phone no longer work. Client cannot access via old smtp settings on their mobile devices and Outlook. -Reseller tech support says they cant help because emails are running through a different server and they cannot support me with this issue. Since emails are still running through the old server shouldn't smtp details stay the same? What would you recommend I tell the client? Any idea what could possibly be the problem? I appreciate any help and advice in advance. -Thanks!
Posted by kevincheri, 10-23-2013, 04:25 PM
It looks like the SMTP/IMAP server entries are now pointing to your server. Please check the A record for the both. Or ask the customer to use the old server hostname as the SMTP/IMAP Server address and try again.
Posted by ilovetheheat, 10-23-2013, 04:44 PM
Kevin, Thank you very much for your reply. The client never changed their settings in Outlook or mobile devices. The settings are exactly the same as they were before the hosting change. The client is indeed using the old servers hostname. Yet, cannot send/receive emails.. Last edited by ilovetheheat; 10-23-2013 at 04:47 PM.
Posted by kevincheri, 10-23-2013, 04:50 PM
Usually the SMTP/IMAP mail servers will be set as 'mail.domain.com', and if this is the case and you have changed the nameservers, it can cause problems, and to overcome this he need to use the old server hostname (make sure it resolves to them). If its still the case and you cannot receive emails, you will need to contact your old host support.
Posted by ilovetheheat, 10-23-2013, 04:59 PM
I will ask the client now for the current hostname he is using on his mobile devices and outlook and then I'll further reply. Again, thank you for your help. My area of expertise lays in web design.
Posted by ilovetheheat, 10-23-2013, 05:07 PM
Just spoke with the client & employees. Their previous hostname was indeed mail.domain.com. So the hostname cannot change because it is the same domain. Let me ask this... Could the port numbers be the problem? For instance if AT&T(Previous web host but still email host) had him use particular port numbers but the new hosting has different smtp port numbers... But then I'm confused because the emails are running through the old server so shouldn't the port numbers be from the old server?? I hope these details help.
Posted by kevincheri, 10-23-2013, 05:12 PM
You are confusing the Server Hostname and the SMTP/IMAP mailservers. The problem looks like since you have changed to the new namservers, the mail.domain.com has got your new server IPs and hence it tries to connect there. You will need to get the old servers IP or the 'server hostname' and replace the SMTP/IMAP entry.
Posted by ilovetheheat, 10-23-2013, 05:28 PM
I think I may have gotten things confused. Sorry. I do not have the old servers IP or hostname. However, I did take a screen shot of the old servers MX records. Sadly, there are 4 mx records and each has a different IP. Example: 216.55.123.41 216.55.123.42 216.55.123.43 216.55.123.44 Would that be the old IP in question? Or would it be different from one of the IP's used in the MX records? Also, if I dont have it what should my next step be? To change the smtp/imap entry I would? I dont see that entry via WHM in "Edit DNS Zone". I hope I can repay you in some wait after this. I greatly appreciate your assistance.
Posted by ilovetheheat, 10-23-2013, 05:56 PM
Ive identified that the MX records are correct and the settings are correct. What should I check next?
Posted by kevincheri, 10-23-2013, 06:35 PM
You will need to ask the old host what address you should use, or check and see if there is any firewall block or similar. Also I have checked your MX record IP address ,and see they do not respond to port 25. so worth asking the host.
Posted by ilovetheheat, 10-23-2013, 08:08 PM
They are using the exact same ports as before. Should they be using the ports from the new server, although the emails going through the old server?
Posted by Hostiano, 10-25-2013, 02:41 PM
Hi; On WHM at the new server go to Edit DNS zone Add mail. entry to the mentioned domain resolving at the old server's mail IP address. You can then (optionally) also add the same entry for mail. sub-domain at the registry end of the mentioned domain or in other words you can register a name server at the registry end called: mail.domain.com and make it resolve at the IP of the e-mail server.
Posted by Hostiano, 10-25-2013, 02:58 PM
e.g. (numbers only for example) Your old server's e-mail IP is: 7.7.7.7 Your new re-seller is at: 9.9.9.9 log to WHM: 9.9.9.9:2086 Go to: Edit DNS Zone for your mentioned domain add mail. 7.7.7.7 save changes. Optionally go to your domain registry end (e.g. eNom account or etc.) Register a name server mail.domain.com 7.7.7.7 ========================================== These will solve the issue