Troubleshooting Gandi Mail

If your e-mail is not longer working, there may be several causes, each with its own solution.

Below are the most common reasons for e-mail not working, and where to find the solution:

In any case, if you need to contact Gandi Support, you will always obtain a better response time and a more precise answer by providing:

• The domain(s) concerned
• The Gandi handle with which you perform operations
• The complete error message you encounter (if applicable)
• The actions you perform before encountering this error message

Furthermore, please use clear language (avoiding abbreviations other than computer related ones, for instance). A technician that understands your question is all the more likely to be able to answer ;)

If you encounter an error after having configured your e-mail client, please read the relevant page from our tutorial before contacting us.

If you want to use GandiMail, while keeping the DNS of your current provider, then you will need to contact them and have them change your MX records to the following and add the additional entries for full GandiMail services:

@ 10800 IN MX 10 spool.mail.gandi.net.
@ 10800 IN MX 50 fb.mail.gandi.net.
pop 10800 IN CNAME access.mail.gandi.net.
webmail 10800 IN CNAME agent.mail.gandi.net.
smtp 10800 IN CNAME relay.mail.gandi.net.
imap 10800 IN CNAME access.mail.gandi.net.

• Please check that you are entering your full e-mail address (followed by @your-domain-name.tld) as the user name
• Please check you haven't added any special characters to your password.

• To begin with, check your SMTP configuration. You should have a server name such as "smtp.your-domain-name.tld", a non-secured authentication (untick SSL/TLS as a test, if you had ticked them) and the port access set to 25. Don't forget that the SMTP server will ask for a user name and a password, so please activate the appropriate option.
• If your configuration seems correct, I recommend the reading of this article from our FAQ.
• If none of these suggestions resolve your problem, please note your configuration details (smtp, activated options, port), the name of your mail software, the complete error message you encounter, and write to Gandi Support.

• Connect to the administration interface for the relevant domain and make sure that your Gandi Mail service is marked as Activated. If not, activate it.

• Same as above: connect to the administration interface for the domain, click Manage DNS zone file and ensure the two MX (Mail eXchange) records have the right priorities ("spool" must have a priority of 10, and fb a priority of 50).

When the quota is reached for a mailbox, the messages received are forwarded to the secondary mailbox (fallback).
When the global mail quota for the domain name is reached, the secondary mailbox indicated for each mailbox will not be used.
The senders will received a bounce message with the error, as the administrator of the domain name receives a message to inform about the issue.
It gives him the ability to add more mail quota or suppress messages in the mailboxes to decrease the quota used.

In order to add a SPF record for your domain name which uses the Gandi Mail service, please enter this record into your DNS zone file :

@ 10800 IN TXT "v=spf1 ip4:217.70.176.0/21 ip6:2001:4b98:c::/48 ptr ?all"

Please note that while the double-quote marks you enter may not be displayed when you look in the control panel, they will be present in the actual zone file.