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You are here: Home>> Contact us>> Before you call
The steps outlined below will assist us in troubleshooting the root cause of the problem . This should also speed up the resolution time and troubleshooting steps needed to determine the problem.
What you should know before calling:
- Connecting IP – Follow the instructions outlined in our troubleshooting section to obtain the MTA that connects to AOL.
Note: This step does not apply to anyone receiving a HVU* block (url block) - Verify the connecting IP has valid reverse DNS using our dns tool.
- AOL error message – AOL always gives an error message tailored to the type of problem you are experiencing . The error is indicated by a letter number combination examples can be found by visiting our AOL error message page.
Here are a few ways to find the error message: - The error message will be contained in the bounce back message received from mailer-daemon@aol.com.
- If you are unable to check the bounce message , check your mail server logs. If your are unable to obtain the mail server logs please contact your mail or network administrator. We will give a specific message even if your mail is queuing. If the problem is due to our anti-spam function we will give a AOL specific error message!
- If all of these methods fail, complete a manual transaction test.
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