The guides collected here will help you with various software questions.
There are a few typical reasons why e-mail message cannot be delivered even to your own working email address.
| Error | Troubleshooting |
| • Rejected by server | Message was rejected by remote SMTP server due to their antispam settings. Most of large SMTP servers do not accept mail from home computers (with dial-up or cable IP addresses). You need to send mail via external SMTP server, it’s highly recommended. Please open “Settings” / “Common Settings” / “SMTP” and add SMTP server of your Internet Service Provider (ISP) or hosting service. |
| • No such address • User not local |
It usually happens if you try to send mail via an external SMTP server, but do not provide the correct username / password when it’s required. Please open “Settings” / “Common Settings” / “SMTP”, double click at the server name and change “Authentication type”. The most popular type is ESMTP. CRAM and DIGEST are used at the less number of servers, POP before SMTP is too old, not recommended to use. |
| • Delivering… forever | If you see “Delivering…” for a long time (say more than a minute), you need to check the following: 1. Your message is really large and Atomic Mail Sender need much time to deliver it. Or the outgoing mail scanner blocked it. Check your antivirus. 2. Atomic Mail Sender is completely blocked by your antivirus or firewall and can not access Internet. Please check the settings of these programs. |
| • Error 450: Requested mail action not taken: mailbox unavailable. | SMTP server could not access a mailbox to deliver your message. This could be caused by a process on the remote server tidying up the mailbox, or the remote mailbox could be corrupt, or the remote mailbox may be stored on another server which is currently offline, or the network connection went down while sending, or the remote mail server does not want to accept mail from your server for some reason (IP address, blacklisting, etc..). The next attempt to send by your server may prove successful. |
| • Error 451: Requested action aborted: local error in processing. | This error is usually due to overloading at your ISP or your SMTP relaying service from too many messages. The next attempt to send by your server may prove successful. |
| • Error 500: Syntax error, command unrecognized. | Your antivirus/firewall interfering with incoming and/or outgoing SMTP communications. Configure your antivirus/firewall software options to solve the problem. |
| • Error 501: Syntax error in parameters or arguments. | Invalid email addresses or an invalid domain name recipient. Error can indicate bad connection. |
| • Error 503: Bad sequence of commands or this mail server requires authentication. | Error, particularly if repeated, indicates bad connection. SMTP Reply Code 503 is more often an indicator that the SMTP server you are trying to use requires authentication and you tried to send a message without authentication (username + password). Check “Common settings” to verify authentication settings (mostly ESMTP authentication is used) for this server. |
| • Error 512: The host server for the recipient’s domain name cannot be found (DNS error). | One of the servers on the way to the destination has a DNS problem or does not like the recipient email address. Check the recipient email address for incorrect domain name (misspelt domain names or non-existent domain names). |
| • Error 513: Address type is incorrect or authentication required. | Verify that email address of the recipient is formatted correctly and resend the message. Another reason could be that you need to authenticate to the mail server before being able to send your message (SMTP authentication). |
| • Error 523: The Recipient’s mailbox cannot receive messages this big. | The total size of the message you have sent (ie: message + all of its attachments) exceeds the size limits on the Recipient’s server. Check the size of the email you sent, and, specifically, the size of the attachments you included, and consider splitting your email into smaller emails. |
| • Error 535: Username and Password not accepted. | Check SMTP account settings. Make sure login and password are entered correctly. |
| • Error 541: Recipient Address Rejected – Access denied. | This response is almost always sent back by an anti-spam, or mail filtering appliance/firewall at the recipient’s end. Check your message with “Spam check” or ask the recipient to whitelist you. |
| • Error 550: Mailbox unavailable. | This error will be returned by many servers if the recipient email address simply does not exist on the remote side. Contact the recipient verbally to get the correct email address. Error 550 will sometimes also be returned by the recipient’s anti-spam firewall. Another case of SMTP Error 550 is when the recipient’s server is down. |
| • Error 552: Requested mail action aborted: exceeded storage allocation or size of the incoming message exceeds the incoming size limit. | The recipient’s mailbox has reached its maximum allowed size. Another case of SMTP Error 552 is when the size of the incoming message exceeds the size limit specified by the Network Administrator. |
| • Error 553: Requested action not taken – Mailbox name invalid. | Invalid email address. SMTP Status 553 is also sometimes returned by an ISP mail server. When this happens this is almost always because you are trying to send through a specific ISP’s SMTP server and yet you are not connected to the Internet through that ISP. |
| • Error 554: Transaction failed. | Recipient mail server will return an SMTP REPLY 554 when its anti-spam firewall does not like the sender’s email address, or the sender’s IP address, or the sender’s ISP server (because, for example, they are listed in an RBL) and where you will therefore either need to have the sender whitelist you in their anti-spam program/appliance, or you will need to take steps to have either your IP address or your ISP’s servers (if you send mail through your ISP) de-listed from one or more RBLs. |
Detailed information about the SMTP servers and errors you can find here.
If you still have any problems with delivering email, please contact customer support. When you contact us, please prepare “SMTP connection report”. You may get it with double click at the error message. It usually looks like this:
Note for hotmail.com — please check HELO value. It’s very important for them. Open “Settings” / “Common Settings” / “Mailer” and check value of HELO there. It must be the same as at www.massmailsoftware.com/ip.
Please copy the text from this window and add to your support query. It is strongly recommended to have logs every time.
