Troubleshooting Custom SMTP

Overview

Updated 10/01/2021

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Important Note: The information provided in this article was accurate as of its writing.  While unlikely, your email provider may have changed their settings/requirements.  If you find that the settings above don’t work for you, please contact your AM and we’ll do our best to identify the new settings and update this article with that information.

Click here for information on how to setup Custom SMTP

Whitelisting
Gmail
Microsoft Office 365
Intermedia Exchange
Rackspace Hosting
FatCow
If SMTP has been disconnected

Whitelisting

At times, Custom SMTP may not work properly if the client's network/servers are blocking traffic to unknown IP addresses. To allow Custom SMTP to work for clients whose networks have this security in place, their Network Administrator will have to specifically allow traffic from our Custom SMTP servers. This procedure is called "whitelisting" and it means that they've made their network/servers aware of and allow traffic from specific IP addresses. Below are the IP address(es) they'll need to whitelist to allow Custom SMTP to work.

208.42.181.161

Make sure you write down which clients you provide these IP addresses for. In the event that we make changes or additions, we will need to notify those clients!

Note: Custom SMTP is a service that runs a few times per hour.

Gmail

SMTP Server: smtp.gmail.com
Port: 587
User Name: your full email address
Password: your email password
Email Address: your full email address
Send Limitation: Avionté recommends 1500 per day (Gmail’s total daily limit is 2000 and setting the limit to 1500 leaves you plenty of room for the other email tasks you perform each day)

• Click here for information about Gmail’s policies for bulk emailing.

If they're receiving an email from users attempting to access from a different location, have them turn ON Allow Less Secure Apps under Google Security Settings

Note: Google mail has updated their Gmail security options for 3rd party applications.  If you are not able to set up Custom SMTP by using the settings above, please see below:

1. Go to your Gmail account settings
2. Click “My Account” at the top right corner
3. Click “Connected apps & sites” under Sign-in & Security
4. Under “Connected Apps & Sites,”
5. Turn ON “Allow less secure apps.”

By using Custom SMTP, your e-mail security is based on your e-mail provider (i.e. Gmail); Avionté does not apply security.  Your security settings are just as secure as Gmail. 

Note: that Two-Step Verification does not work with SMTP and it must be turned off.

Microsoft Office 365

SMTP Server: smtp.office365.com
Port: 587
User Name: your full email address
Password: your email password
Email Address: your full email address
Send Limitation: Avionté recommends 25 per minute (Microsoft’s total limit per minute is 30 and setting the limit to 25 leaves you plenty of room for the other email tasks you perform each day)

• Click here for more information about Office 365’s policies for bulk emailing.

Note: There is a setting within the manage email apps section of Office 365 where the toggle "Authenticated SMTP" must be turned ON. Here is a screenshot:

Intermedia Exchange

SMTP Server: Found in Intermedia’s HostPilot® Control Panel at Mail Server > Mail Server Settings
Port: 465 or 587
User Name: your full email address
Password: your email password
Email Address: your full email address
Send Limitation: Avionté recommends 400 per hour (Intermedia’s total limit per minute is 500 and setting the limit to 450 leaves you plenty of room for the other email tasks you perform each day)

• Click here for more information about Intermedia’s policies for bulk emailing.

Rackspace Hosting

SMTP Server: secure.emailsrvr.com
Port: 465
User Name: your full email address
Password: your email password
Email Address: your full email address
Send Limitation: Avionté recommends 5,000 per day (Rackspace's total limit per day is 20,000 recipients each day (sending 4000 emails with 5 recipients for each email equals 20,000) and setting the limit to 5,000 leaves you plenty of room for the other email tasks you perform each day)

• Click here for more information about Rackspace’s policies for bulk emailing.

FatCow

FatCow uses a self-signed SSL certificate, which is not supported by Custom SMTP.  You'll need to check the box to disable SSL.

SMTP Server: smtp.fatcow.com
Port: 587 or 25 (both are non-SSL)
User Name: your full email address
Password: your email password
Email Address: your full email address
Send Limitation: Avionté recommends 500 per day (FatCow's total limit per day is 600 and setting the limit to 500 leaves you plenty of room for the other email tasks you perform each day)

• Click here for more information about FatCow’s policies for bulk emailing.

If SMTP has been disconnected

Users will receive an email notification if their SMTP becomes disabled. This could be due to a number of reasons, like updating your email password.

Avionté will automatically shut off your SMTP setting should you become disconnected. Any email sent from the system while not connected will be sent from [e-mail].

Users will need to reconnect before they can take advantage of their email server. 

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