Issue Apple Mail alias-accounts get offline

[virk]

Hello All! My name is Heiner and I am new to this forum (because I have a problem)

- Since a couple of days we have moved over to a dutch email-provider where email, etc. is configured via Plesk.
- We have one email-address like office@domain.com with 7 aliases like worker1@domain.com, worker2@domain.com, ... worker7@domain.com
- (I have installed two more email-addresses like secretary@domain.com with one alias and worker8@domain.com)
- Nearly all workers just handle office@domain.com in their Apple Mail program.
- Occasionally the connection of everybody to the account gets offline. We see this at the triangle with exclamation mark in the Mail program.
- (After having tested a lot) my solution to this is now to open the website https://www.domain.com in a "New private window" in Safari (Browser). Then I get a complete white page with one sentence "Bitte warten Sie, während Ihre Anfrage geprüft wird..." This is german and means something like "Please wait, your request is being checked..." After about 10-20 seconds this announcement disappears and our website shows up. More or less simultaneously all mailboxes can or will connect again.

(A ticket at our provider has already been made. I hope to receive an answer)

Has somebody got a clue where I should further look after. Any help or hint kindly appreciated!

Greetings virk

 

[Sebahat.hadzhi]

Hello, Heiner and welcome to the Plesk forum. I am sorry your question was not addressed earlier. In case your provided did not address the issue yet.
Could you please confirm if everyone who encounters the email connectivity issue is on the same network or they are attempting to connect from different networks?
Additionally, is there any firewall configured on the server in question? If yes, could you please attempt to temporarily pause it and test again?
The error you are encountering typically originates from Cloudflare. If the domain name is in fact routed through Cloudflare, could you please try bypassing it by editing the local hosts file of your device?

 

[virk]

- Everybody connects from the same network
- According to mine no firewall in involved in this

Our provider informed us that he is receiving incorrect login attempts from the network to the email address worker1@domain.com. Because of this they protected our domain somehow and put in on hold for ½ hour, as soon as too many attempts have been made.
Now he put our domain on the white list for a couple of days for to give us time to evaluate the mistake.

Yesterday I found out that one email-account of one computer was configured with:
- pop with worker1@domain.com with password of worker1 and/but
- smtp with worker2@domain.com with password of worker2.
This computer also could receive emails.

Now I changed the smtp to worker1@domain.com with password of worker1.

My provider informed me that now no longer incorrect login attempts are being detected. Unfortunately I do not know whether this is related to
1) My applied changes or
2) Being on the/a whitelist now or
3) Anything else
Time will tell whether the problem has been solved.

I hope to have answered your questions sufficiently. Thanks a lot for your support.

 

[Sebahat.hadzhi]

Thank you for the update. Most likely you were blocked due to the incorrect login attempts, which is fairly normal. It sounds like you were able to sort out the issue with your provider. If there is still something we can help with from our end, please let us know.

 

[virk]

Hello! It's me again. The problem still persists and I absolutely do not know how to solve it. Every computer can receive and send emails without problems but at some time we see that our IP is blocked again. We can/will revive it via attempting the website with a browser which is said to unblock the ban and which also works. Also my access to the log files seems somehow limited.
Has anyone got an idea how I can try to figure out where the mistake is?