# Troubleshooting

# FAQ

1. [How many e-mails can I send per day ?](#FAQ-Howmanye-mailscanIsendperdayandwhatsize?)
2. [How many recipients can I send to in one message ?](#FAQ-HowmanyrecipientscanIsendtoinonemessage?)
3. [How to add a signature with embedded image in Afterlogic Webmail ?](#FAQ-HowtoaddasignaturewithembeddedimageinAfterlogicWebMail?)
4. [How to add multiple accounts in GroupOffice WebMail ?](#FAQ-HowtoaddmultipleaccountsinGroupOfficeWebMail?)
5. [How to add HTML signatures in GroupOffice WebMail ?](#FAQ-HowtoaddHTMLsignaturesinGroupOfficeWebMail?)
6. [How to create a distribution list in GroupOffice WebMail ?](#FAQ-HowtocreateadistributionlistinGroupOfficeWebMail?)
7. [How to sign and cryptograph e-mails digitally in GroupOffice WebMail ?](#FAQ-Howtosignandcryptographe-mailsdigitallyinGroupOfficeWebMail?)
8. [How to backup my email account ?](#FAQ-Howtobackupmyemailaccount?)
9. [Do you support Apple Push Notification ?](#FAQ-DoyousupportApplePushNotification)

  
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##### <a name="FAQ-Howmanye-mailscanIsendperdayandwhatsize?"></a>How many e-mails can I send per day and what size ?

There is a limit of 300 e-mails per day and up to 50 megabytes per e-mail. The primary reason is to limit the potential damage caused by computers infected with spam-sending trojans. After 300 e-mails have been sent from your account, you will receive the following error message when attempting to send further messages:

<div class="code panel pdl" id="bkmrk-462%C2%A0daily-send-limit"><div class="codeContent panelContent pdl"><div><div class="syntaxhighlighter sh-confluence nogutter  java" id="bkmrk-462%C2%A0daily-send-limit-1"><table border="0" cellpadding="0" cellspacing="0"><tbody><tr><td class="code"><div class="container" title="Hint: double-click to select code"><div class="line number1 index0 alt2" data-bidi-marker="true">`462` `Daily send limit reached. Please ``try` `again tomorrow`</div></div></td></tr></tbody></table>

</div></div></div></div>If you need to send more than 300 messages per day as part of your regular operation, please contact our Support team.

In the [user control panel](https://wikidev.emailarray.com/books/2-user-panel-advanced-setup-for-your-mailbox "User Features - How To"), option **Track Deliveries**, you are able to see how many messages the account has sent out in the last 24h.

  
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##### <a name="FAQ-HowmanyrecipientscanIsendtoinonemessage?"></a>How many recipients can I send to in one message ?

You can address up to 100 recipients in one single e-mail message. If you add more than 100, you will receive the following error:

<div class="code panel pdl" id="bkmrk-551%C2%A0sorry%2C-maximum-n"><div class="codeContent panelContent pdl"><div><div class="syntaxhighlighter sh-confluence nogutter  java" id="bkmrk-551%C2%A0sorry%2C-maximum-n-1"><table border="0" cellpadding="0" cellspacing="0"><tbody><tr><td class="code"><div class="container" title="Hint: double-click to select code"><div class="line number1 index0 alt2" data-bidi-marker="true">`551` `sorry, maximum number of recipients reached`</div></div></td></tr></tbody></table>

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##### <a name="FAQ-HowtoaddmultipleaccountsinGroupOfficeWebMail?"></a>How to add multiple accounts in the WebMail?

After logging in to Group Office, click the **E-Mail** link at the top.

Then, click on the **Administration** link and then choose **Accounts**.

Click **Add** to add a new account. In the first tab, **Properties**, specify the user's **Name** (with space / accents) account and **E-mail** address of the external account.

Still on the first tab, you can create a text signature, if desired. More info on how to create HTML signatures in our other FAQ.

In the **Incoming mail** tab, specify the **hostname** imap.emailarray.com, the account's e-mail address in the **Username** field and respective **Password**. Also select the **SSL** check box.

Click on **OK** and then **Close**.

You now have setup an external account and it shall appear on the folder tree, including separate Sent Items folder for it. When composing a new e-mail, you can select to use this secondary account instead of your primary one.

**Note**: If only want to use a different sender when sending e-mails, without setting such as sender external account, the procedure is similar to that previously seen.

After logging in to Group Office, click the on the **E-Mail** link at the top. Then, click on the **Administration** link and choose **Accounts**.

Double click on your account and navigate to the **Identity** tab. Click the **Add** button to add a new **name**, **e-mail signature** (optional), and finally click the **OK** button twice in a row. Now, you can choose another identity in the pull down menu **From** of the e-mail composition window

  
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##### <a name="FAQ-HowtocreateadistributionlistinGroupOfficeWebMail?"></a>How to create a distribution list in the WebMail ?

After accessing Group Office WebMail, on the black background bar, click on **Address Book&gt; Administration (below, in the blue background bar) &gt; Addresslists**.

Give your distribution list a name in the first tab (**Properties**) and in the **Contacts** tab, add desired addresses. Note you can add directly from your address book.

When sending a new email (**Compose** option), click on the **Address Book** button at the top of the compose window, followed by the **Addresslists** tab. Click on the contact list that you want to email, then click on one of the **buttons to add** (add to recipients in to, add to CC or add to BCC) and then click on **Close**.

  
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##### <a name="FAQ-Howtosignandcryptographe-mailsdigitallyinGroupOfficeWebMail?"></a>How to sign and cryptograph e-mails digitally in the WebMail ?

After accessing Group Office WebMail, on the black background bar, click on **Address Book&gt; Administration (below, in the blue background bar) &gt; Addresslists**.

First of all, please open a ticket so that we can enable the possibility to sign and cryptograph e-mails for your domain.

Choose a vendor that sells S/MIME certificates. In this example, we will use the free <span class="nobr">[StartCom<sup>![](https://wiki.emailarray.com/images/icons/linkext7.gif)</sup>](https://www.startssl.com/?app=12)</span>, which does not diplay information about your or your company in the free certificates.

Or the StartCom site, click on **Sign-up** and complete the process. When request, choose security level High.

During the process, install the certificate in your Firefox browser.

After the certificate has been installed to Firefox, access **Options &gt; Advanced &gt; Certificates &gt; Certificates button &gt; Personal tab** and click on the **Export button**. You will need to type in a password for your exported .p12 certificate.

In Group Office Webmail, access **E-mail &gt; Administration &gt; Accounts &gt; double click on your e-mail account &gt; S/MIME settings tab** and click on the **Select new PCKS12 certificate button**, then upload your certificate which you exported from Firefox.

In the **Group-Office password field**, type in your e-mail account's password. You can choose **always sign e-mails digitally**, by enabling the respective checkbox or simply use the feature only when needed.

You can choose always sign e-mails digitally, by enabling the respective checkbox or simply use the feature only when needed.  
click on **OK** and then **Close**.

When sending a new e-mail, click on the **Extra options** button/drop down menu, where you can choose to **Sign or Encrypt with SMIME**.

Ideal is to first send a digitally signed e-mail, so that the recipient can obtain your public certificate and add it to his address book. If you've received a digitally signed e-mail, webmail automatically saves the sender's public certificate in your contacts for that person, so that you can receive cryptographed emails from him.

  
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##### <a name="FAQ-Howtobackupmyemailaccount?"></a>How to backup my email account ?

For the Windows platform, we recommend <span class="nobr">[Mailstore<sup>![](https://wiki.emailarray.com/images/icons/linkext7.gif)</sup>](https://www.mailstore.com/)</span>, which lets you easily backup multiple IMAP accounts.

Other e-mail clients, such as Thunderbird, have features or plug-ins that also allow backup of an IMAP account.

  
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##### <a name="FAQ-DoyousupportApplePushNotification"></a>Do you support Apple Push Notification

Yes we do.Although iOS devices support the IMAP protocol for synchronizing e-mail messages, they don't support the IDLE command which is used on other platforms to provide push notifications to the device. Apple implemented another protocol called Apple Push Notification which is much less taxing on the device's battery and which also provides instantaneous notification when a new e-mail arrives. We fully support the Apple Push Notification protocol out of the box, without any configuration being required on your device. It will automatically detect our capability and use it.

# Common Problems

# Common Errors

#### Error code: 550 sorry, you can't send as this user

**Symptom**: The messages that you send out come back as a bounce message with the following error:

<div class="code panel pdl conf-macro output-block" data-hasbody="true" data-macro-name="code" id="bkmrk-550%C2%A0sorry%2C-you-can%27t"><div class="codeContent panelContent pdl"><div><div class="syntaxhighlighter sh-confluence nogutter  java" id="bkmrk-550%C2%A0sorry%2C-you-can%27t-1"><table border="0" cellpadding="0" cellspacing="0"><tbody><tr><td class="code"><div class="container" title="Hint: double-click to select code"><div class="line number1 index0 alt2" data-bidi-marker="true">`550` `sorry, you can't send as ``this` `user`</div></div></td></tr></tbody></table>

</div></div></div></div>**Cause**: You are not allowed to send emails on behalf of this user. We have enabled a strict check to see if the sender matches the authenticated user, or is related to it somehow.

**Solution**: Authenticate as the same user you wish to send or log in to your Admin Panel to define other email addresses that can **send as** this user (Admin Panel → Users → click on Permissions for the desired user → Send email as).

#### Error code: 550 sorry, you are blacklisted on this server 

**Symptom**: The sender receives a bounce message with the following error:

<div class="code panel pdl conf-macro output-block" data-hasbody="true" data-macro-name="code" id="bkmrk-550%C2%A0sorry%2C-you-are-b"><div class="codeContent panelContent pdl"><div><div class="syntaxhighlighter sh-confluence nogutter  java" id="bkmrk-550%C2%A0sorry%2C-you-are-b-1"><table border="0" cellpadding="0" cellspacing="0"><tbody><tr><td class="code"><div class="container" title="Hint: double-click to select code"><div class="line number1 index0 alt2" data-bidi-marker="true">`550` `sorry, you are blacklisted on ``this` `server`</div></div></td></tr></tbody></table>

</div></div></div></div>**Cause**: You have blacklisted this sender on our servers.

**Solution**: Remove the blacklist from your Admin Panel (Admin Panel → Filtering → Blacklist → check Include Users Blacklist → search for the sender's email or domain → remove the entries). Alternatively, you can access your email's User Panel and go to Filtering → Blacklist → do a Control F and search for the sender's email address, then click on the minus sign next to it, to remove it.

#### Error code: That sender cannot send mail here 

**Symptom**: The message is not delivered and in the Incoming Logs the delivery status is **Rejected** and you see this message:

<div class="code panel pdl conf-macro output-block" data-hasbody="true" data-macro-name="code" id="bkmrk-that-sender-cannot-s"><div class="codeContent panelContent pdl"><div><div class="syntaxhighlighter sh-confluence nogutter  java" id="bkmrk-that-sender-cannot-s-1"><table border="0" cellpadding="0" cellspacing="0"><tbody><tr><td class="code"><div class="container" title="Hint: double-click to select code"><div class="line number1 index0 alt2" data-bidi-marker="true">`That sender cannot send mail here`</div></div></td></tr></tbody></table>

</div></div></div></div>**Cause**: The sender's domain is blacklisted. Usually, it's a TLD that has a very bad reputation.

**Solution**: Open a support ticket requesting the whitelisting of the domain.

#### Error code: You have exceeded your messaging limits

**Symptom:** When sending out a message, you receive the following error:

<div class="table-wrap" id="bkmrk-451%C2%A0you-have-exceede"><table class="wrapped confluenceTable"><colgroup><col></col></colgroup><tbody><tr><td class="confluenceTd">`451` `You have exceeded your messaging limits`

</td></tr></tbody></table>

</div><div class="table-wrap" id="bkmrk-462%C2%A0daily-send-limit"><table class="wrapped confluenceTable"><colgroup><col></col></colgroup><tbody><tr><td class="confluenceTd">`462` `Daily send limit reached. Please ``try` `again tomorrow`

</td></tr></tbody></table>

</div>**Cause:** You have sent more than 300 e-mails during the day thus reaching your daily send limit.

**Solution:** If you did not send that many e-mails, immediately run a full virus scan of your computer, change your email address password or contact your administrator.

In the [user control panel](https://wikidev.emailarray.com/books/2-user-panel-advanced-setup-for-your-mailbox "User Features - How To"), option **Track Deliveries**, you are able to see how many messages the account has sent out in the last 24h.

#### Error code: 553 sorry, that domain isn't in my list of allowed rcpthosts

**Symptom**: The messages that you send out come back as a bounce message with the following error:

<div class="code panel pdl conf-macro output-block" data-hasbody="true" data-macro-name="code" id="bkmrk-553%C2%A0sorry%2C-that-doma"><div class="codeContent panelContent pdl"><div><div class="syntaxhighlighter sh-confluence nogutter  java" id="bkmrk-553%C2%A0sorry%2C-that-doma-1"><table border="0" cellpadding="0" cellspacing="0"><tbody><tr><td class="code"><div class="container" title="Hint: double-click to select code"><div class="line number1 index0 alt2" data-bidi-marker="true">`553` `sorry, that domain isn't in my list of allowed rcpthosts`</div></div></td></tr></tbody></table>

</div></div></div></div>**Cause**: SMTP Authentication is not enabled in your e-mail client

**Solution**: Enable SMTP Authentication in your e-mail client

#### Error code: 4.4.2

**Symptom**: The email client is getting the following error:

<div class="code panel pdl conf-macro output-block" data-hasbody="true" data-macro-name="code" id="bkmrk-the-server-response-"><div class="codeContent panelContent pdl"><div><div class="syntaxhighlighter sh-confluence nogutter  java" id="bkmrk-the-server-response--1"><table border="0" cellpadding="0" cellspacing="0"><tbody><tr><td class="code"><div class="container" title="Hint: double-click to select code"><div class="line number1 index0 alt2" data-bidi-marker="true">`The server response was: timeout (#``4.4``.``2``)`</div></div></td></tr></tbody></table>

</div></div></div></div>**Cause**: Your email client hasn't sent a command in 20 seconds

**Solution**: Verify your email client and internet connection

**Symptom:** When sending messages out, the server repeatedly asks for your username &amp; password, despite having entered the right ones

**Cause:** If you are sending out using the regular port 25, it is possible that your local Internet Provider is intercepting SMTP communications on port 25 and forcing you to use their own SMTP servers. Your SMTP credentials would thus fail against their servers

**Solution:** Change your outgoing SMTP server port to another value. You can use ports 26 or 587 for regular/TLS server or port 465 for SSL service.

**Symptom:** When someone sends you an email, they get the error below:

<div class="conf-macro output-block" data-hasbody="true" data-macro-name="unmigrated-wiki-markup" id="bkmrk-552%C2%A0cuda_nsu-sorry%2C-"><div class="code panel pdl"><div class="codeContent panelContent pdl"><div><div class="syntaxhighlighter sh-confluence nogutter  java" id="bkmrk-552%C2%A0cuda_nsu-sorry%2C--1"><table border="0" cellpadding="0" cellspacing="0"><tbody><tr><td class="code"><div class="container" title="Hint: double-click to select code"><div class="line number1 index0 alt2" data-bidi-marker="true">`552` `cuda_nsu sorry, you are blacklisted on ``this` `server`</div></div></td></tr></tbody></table>

</div></div></div></div></div>**Cause:** You changed default domain or user filtering settings inside the Filtering option. Instead of using the default **Accept e-mails from Everyone**, such option was changed to **Accept e-mails from whitelist and address book only**, which means account will receive e-mails only from addresses in the whitelist or contacts and all other e-mails will be rejected.

**Solution:** Change the mentioned option to **Accept e-mails from Everyone**. Verify both on [admin](https://wikidev.emailarray.com/books/3-admin-panel-manage-users-domains-aliases-and-more "Admin Features - How To") (domain level) and [user control panels](https://wikidev.emailarray.com/books/2-user-panel-advanced-setup-for-your-mailbox "User Features - How To"), by clicking on Filtering, in the top menu.