Troubleshooting Email Setup in DVMAX

Owned by John Bellos (Unlicensed)
Last updated: Apr 01, 2022 by Amy Blanchard
3 min read

This document's purpose is to assist with identifying where a failure might be to get Email in DVMAX working. If you are just setting up email for the first time, you may want to refer to the Related Article at the bottom of the page.

Note: This document assumes the reader has a moderate understanding of computers.

Information needed in advance

Before proceeding you will need to know:
- Your outgoing mail host (ie. smtp.comcast.net)
- The port(s) allowed for outgoing email. (ie. 25, 586, 2525, etc.)

If you do not know these two settings, contact your ISP (Internet Service Provider), or check their online documentation for this information before proceeding.

Windows XP

Go to the Start menu and choose Run.
Type in cmd and click OK. A black prompt window will appear.
Proceed to the next Step: Test credentials on Telnet.

Windows Vista, 7

Go to the Start menu and choose Control Panel
At the top right, click on "View By:" and change it to Small Icons.
Double click Programs and Features
Click Turn Windows Features on or off on the left-hand side.
In the list that appears, scroll down and place a check in Telnet Client and click OK.
Close out of Control Panel
Go back to the Start menu and type 'cmd' into the search window, then press Enter.
A black prompt window will appear
Proceed to the next Step: Test credentials on Telnet

Macintosh 10.4.x & Higher

Open your Macintosh HD
Open the Applications folder.
Open the Utilities folder.
Double click on the Terminal program
A black prompt window will appear
Proceed to the next Step: Test credentials on Telnet

Test credentials on Telnet

In the black command prompt window, type in the following information:
telnet <your outgoing email host> <outgoing email port>

For example:
telnet smtp.comcast.net 25

Where smtp.comcast.net is the outgoing host.
And '25' is the port provided by your ISP.

If the connect is successful, you will get a new black window titled 'Telnet ' (ie. Telnet smtp.comcast.net) on Windows.

On Macintosh, there will be a reply saying "Connected to ."

If the connection does not establish within 15-30 seconds, you likely:
a) have a typo in the information you entered. Try again.
b) Have incorrect information for connecting to your Email provided by your ISP.

Note: If the test times out then you will need to touch base with your ISP, explaining that you are unable to telnet to their server with the information they provided.

Note: If the connection immediately disconnects with a message stating 'connection reset' in some shape or form, your network security and/or your internet provider is rejecting your attempt on the port you're using. Try a different port (ie. 587, 2525, or ask the Email provider for other supported ports)

If the test works, it verifies your computer can connect to the email server with the credentials provided. Next you'll want to make sure the email server supports some common login methods.

While still connected to the mail server type the following: ehlo

The server will respond by showing you a list of commands and features it supports.

Look for a line that starts with 250-AUTH. After that it will list all the types of authentication it supports. One of the following 3 methods MUST be listed for DVMAX to use that mail server:
CRAM-MD5
PLAIN
LOGIN

NOTE: Even if the above items are listed for login, if ANY of the listed values say START TLS or START SSL, then the server requires TLS/SSL which DVMAX 7.0 does not support at this time. SSL Email will work on DVMAX 7.5.

If none of these auth types are listed, then DVMAX will not be able to authenticate properly on that mail server. You will either need to ask your ISP to support those AUTH types, or use a different ISP with DVMAX.

Otherwise if those AUTH types are listed, then DVMAX should have no problem using your Host, Port, and auth type of your ISP.