Client's husband can't email her since she changed her domain hosting

Discussion in 'Mac Basics and Help' started by rsteffan, Jun 22, 2010.

  1. rsteffan macrumors newbie

    Joined:
    Jun 22, 2010
    #1
    Help!

    I recently revamped a friend's website, and moved it from her former hosting account at WebAmerica to my HostGator hosting account. Her primary email was melanie@herwebsite.com, and of course, when we moved her site, it stopped working. Then I made her an identical email account through HostGator (still melanie@herwebsite.com), and got her back up and running. Her email works fine; lots of people have emailed her since the change, including me.

    Since the changeover, her husband cannot email her from his Mac. He can from his BlackBerry, no problem. On the Mac, he uses Apple Mail 2.936. I think I know what the issue is (90% sure, anyway), but can't see any good way to fix after looking through my own copy of Apple Mail (which I never use and have no experience with, btw-- I'm a Thunderbird gal).

    The problem is this: the husband's primary (and, I believe, ONLY) email is larry@hiswebsite.com. Before I moved the wife's site, hiswebsite.com and herwebsite.com were both hosted on WebAmerica. Instead of going out and checking the MX record for melanie@herwebsite.com, Apple Mail appears to be saying, "Well, heck-- I know exactly where to find melanie@herwebsite.com, right where it's always been!", resulting in the following bounce:

    Hi. This is the qmail-send program at
    my-hosting-server.com.
    I'm afraid I wasn't able to deliver your message to
    the following addresses.
    This is a permanent error; I've given up. Sorry it
    didn't work out.

    <melanie@my-hosting-server.com>:
    This address no longer
    accepts mail.


    Note: Melanie's website is NOT my-hosting-server.com, which appears to be the email server for WebAmerica.

    First, I suggested that the husband remove melanie@herwebsite.com from his address book and previous recipients list, in order to force Apple Mail to go out and find the correct delivery route for the address. This appears to have made no difference. A smart tech guy from HostGator then suggested that he go into the Accounts section and delete the my-hosting-server.com account, but to my mind, that will also delete his own primary email address (larry@hiswebsite.com, hosted through WebAmerica), which would be, to put it mildly, bad. Especially since he is not a computer person, and blames HostGator (and by extension, me) for his current email woes.

    Erm, I think that's about it for background info. Basically, the question is: how does one force Apple Mail to check and update the MX record of an email address that it thinks is local (same server as the sending email address- my-hosting-server.com), but which has, in reality, moved?

    For the sake of completeness, here's the whole bounce message, with names changed to protect the innocent:

    From:
    MAILER-DAEMON@my-hosting-server.com
    To: LB Personal
    Subject: failure
    notice
    Sent: Jun 20, 2010 11:19 PM

    Hi. This is the qmail-send program at
    my-hosting-server.com.
    I'm afraid I wasn't able to deliver your message to
    the following addresses.
    This is a permanent error; I've given up. Sorry it
    didn't work out.

    <melanie@my-hosting-server.com>:
    This address no longer
    accepts mail.

    Below this line is a copy of the message.


    Return-Path:
    <larry@hiswebsite.com>
    Received: (qmail 18496 invoked from network); 20
    Jun 2010 23:19:26 -0500
    Received: from unknown (HELO ?192.168.0.173?)
    (209.62.218.36)
    by my-hosting-server.com with SMTP; 20 Jun 2010 23:19:26
    -0500
    Message-Id:
    <9BB7ED39-2FE2-4E94-A48A-02A025DC9134@hiswebsite.com>
    From: Larry Smith
    <larry@hiswebsite.com>
    To: "melanie@herwebsite.com"
    <melanie>
    Content-Type: multipart/alternative;
    boundary=Apple-Mail-6-286538262
    Mime-Version: 1.0 (Apple Message framework
    v936)
    Subject: important stuff
    Date: Sun, 20 Jun 2010 23:19:25 -0500
    X-Mailer: Apple Mail
    (2.936)

    --Apple-Mail-6-286538262
    Content-Type:
    text/plain;
    charset=US-ASCII;
    format=flowed;
    delsp=yes
    Content-Transfer-E
    ncoding: 7bit

    Melanie,

    message blah blah blah -Larry

    --Apple-Mail-6-286538262
    Content-Type:
    text/html;
    charset=US-ASCII
    Content-Transfer-Encoding: 7bit

    <html><body
    style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break:
    after-white-space; ">Melanie,

    message blah blah blah

    Larry</body></html>
    --Apple-Mail-6-286538262--

    Any help that can get me out of the dog house with my clients would be much appreciated. -Rachel
     
  2. DewGuy1999 macrumors 68040

    DewGuy1999

    Joined:
    Jan 25, 2009
    #2
    Is your email at the HostGator hosting account? Can the husband send email to you?
     
  3. rsteffan thread starter macrumors newbie

    Joined:
    Jun 22, 2010
    #3
    No, and yes. Do you think it's worth setting up a Hostgator email to have him try? It wouldn't be too big of a deal to do, but from the info in the bounce message, it doesn't look like any attempt was made to send the message through Hostgator-- not like it tried and failed.

    (Thanks for responding, by the way!) :)
     
  4. DewGuy1999 macrumors 68040

    DewGuy1999

    Joined:
    Jan 25, 2009
    #4
    I'm not real big on this kind of stuff so I may be barking up the wrong tree here, but I figured if he was unable to email more that one address at your host it would help to establish if the fault was with Apple Mail or maybe his host/ISP.
     
  5. rsteffan thread starter macrumors newbie

    Joined:
    Jun 22, 2010
    #5
    At this point, I can probably use all the data I can get, so yeah, I'll try this and update with how it goes. Thanks!
     
  6. ToastyX macrumors regular

    Joined:
    Oct 4, 2005
    #6
    That's not Apple Mail's job. It doesn't check MX records. It just sends to the SMTP server specified in the account settings. The SMTP server is the one causing the problem.

    If he's using WebAmerica's SMTP server, then the problem is WebAmerica's SMTP server still thinks herwebsite.com is a local domain and is rejecting mail for melanie@herwebsite.com because the account was removed. The domain needs to be completely removed from WebAmerica's SMTP server for mail to be delivered normally.
     

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