These are notes for an Intranet HTML-based manual I was writing for 1st level tech support, back when domain name email support was added to their duties.

Symptoms: ?I can’t send and/or receive my domain name email.?

1. Find out what the email address is.

Example: frog@goblinbox.com

2. Ping the domain name or the suspected mail server. (Note: for the majority of domains LISCO hosts, the POP server name is mail.domain.com.)

ping mail.goblinbox.com
reply 63.162.87.63

3. Does LISCO host the domain name? Use the table below to determine if the IP falls into our range.

208.129.48.1 through 208.129.48.78 – cobalt2.lisco.com
208.129.48.129 through 208.129.48.216 – cobalt3.lisco.com
63.162.82.1 through 63.162.82.78 – cobalt4.lisco.com
63.162.87.1 through 63.162.87.63 – atlantis.lisco.com
63.162.87.64 through 63.162.87.128 – discovery.lisco.com
www.liscoplus.com/username – cobalt.lisco.com
web.liscoplus.com/users/username – cobalt1.lisco.com

Result: 63.162.87.63 is on atlantis.lisco.com.

4. Ask the caller what the error is.
If the error is…
Then you should ask your supervisor to…

quota exceeded
-delete large message/s
-increase quota

poplock
-remove poplock
-delete large message/s

“it just hangs”
-check for poplock
-delete large message/s
-verify that the mail server is available and that the customer’s computer can reach it

password rejected
-reset the password

5. Log all calls of this nature into the FileMaker database.

6. To reset a password, enable auto responder, or forward mail:
a. Find out which server the domain is on by pinging it.
b. Open the web interface on the appropriate server using the links above.