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1 VPS Mail Server Troubleshooting VPS Virtuozzo server customers run a private mail server as part of their default server setup. Since you are in control of the server configuration, this means that mail server issues can be diagnosed and resolved by the customer. This article contains some mail server management tips to help you get started. Many of these procedures require a basic familiarity with SSH. You may want to ask your server administrator for assistance. VPS Plesk customers will primarily use the Virtuozzo Power Panel to administrate their server, and VPS cpanel customers will primarily use WHM. Each primary section of this troubleshooting guide has both a Plesk and a cpanel section, where appropriate. Mail Service Turned On Plesk You can check that your mail service is running in Virtuozzo. 1. Log into your Virtuozzo Power Panel. 2. From the left menu, select System Services. 3. Look for qmail in the list of programs. If it's not running, check the box next to it, and click Start Service at the top. If the qmail service needs to be restarted, it's possible that it quit due to resource shortages on the server. You should also look at the Server Resources section below. Advanced users page 1 / 10

2 You can check the status of the mail server daemon with the following SSH command: /etc/init.d/qmail status You can stop, start, and restart qmail with the following commands: /etc/init.d/qmail stop /etc/init.d/qmail start /etc/init.d/qmail restart cpanel You can restart your mail service in WHM. 1. Log into WHM. 2. Click on Restart Sercives, the last menu item. 4. Choose Yes. Note that your server will be down for a few moments while it restarts. 3. Click Mail Server (Exim). Advanced users You can check the status of the mail server with the following SSH command: /etc/init.d/exim status You can stop, start, and restart Exim with the following commands: /etc/init.d/exim stop page 2 / 10

3 /etc/init.d/exim start /etc/init.d/exim restart Manage Queue Plesk qmhandle qmhandle is a great free program that you can install on your server to monitor your queue: Next are a couple of handy SSH commands with qmhandle. These commands are especially useful for checking for abnormally large amounts of , which may cause your service to be sluggish, and for deleting an unmanageable mail queue (you might want to do this if your server was compromised to send spam). List number of messages in queue: qmhandle -l CAUTION: Delete all inbound and outbound messages in queue: qmhandle -D An queue of over 100 is not good. A large number of messages could be due to an autoresponder, a mass mailer, or spam. Message Log Your server keeps a log of all incoming and outgoing messages, which contains a wealth of information. This log is stored in the following location on the server: /usr/local/psa/var/log/maillog This is a very large file, so you probably don't want to look at all of it at once. If you want to find information about an sent on a particular day, or from a particular sender, etc. you can use grep to search through the file and return only the relevant lines. Here's an example: grep "searchterm" /usr/local/psa/var/log/maillog Another useful thing to do is watch the end of the log as it grows, because it serves as a live reporting tool for all the activity going on on your server. This is especially useful if something seems off but you're not quite sure what. Or, you can send a test message while you have this command running, and you will be able to see exactly what's happening on the server. Here is the exact command you should use: cpanel tail -f /usr/local/psa/var/log/maillog CTRL-C to exit page 3 / 10

4 Mail Queue WHM has a built-in tool to let you monitor your queue. 1. Log into WHM. 2. Click on the menu item, near the bottom of the page. 4. First, take a look at the number of messages in your queue. You don't want to see anything over 100 messages. A high number of s in your queue could indicate an autoresponder, a mass mailer, or spam. 3. Click on Mail Queue Manager. 5. If there are a lot of messages waiting in your queue to be sent or delivered, you may want to either Attempt to Deliver all messages in queue, or, if you know that the queue is likely to be full of spam, you may want to Delete all messages in Queue. (Note that you will lose any good messages in the queue too, if you do this - but it should save you from sending out a lot of spam.) Message Log Your server keeps a log of all incoming and outgoing messages, and a log of connections to the mail server, both of which contain a wealth of information. These logs are stored in the following locations on the server: /var/log/maillog (connection log) /var/log/exim_mainlog (message log) These are very large files, so you probably don't want to look at them all at once. If you want to find information about an sent on a particular day, or from a particular sender, etc. you can use grep to search through the file and return only the relevant lines. Here's an example: page 4 / 10

5 grep "searchterm" /var/log/exim_mainlog Another useful thing to do is watch the end of the log as it grows, because it serves as a live reporting tool for all the activity going on on your server. This is especially useful if something seems off but you're not quite sure what. Or, you can send a test message while you have this command running, and you will be able to see exactly what's happening on the server. Here is the exact command you should use: tail -f /var/log/exim_mainlog CTRL-C to exit Trace Message Route If you are having trouble delivering to a specific address, you should use the handy WHM troubleshooting tool to help you track down routing problems. 1. Log into WHM. 2. Click on the menu item, near the bottom of the page. 4. Enter the address that you want to trace, then click Submit. 3. Click Mail Troubleshooter. 5. You will see information about how your server routes s to the submitted address. page 5 / 10

6 Spam This section is applicable to both Plesk and cpanel VPS servers. If you can tell from your message queue and mail log that your server is sending spam, you should take the following steps: 1. Use qmhandle or the WHM Mail Queue Manager to delete your message queue, since it is probably full of spam waiting to go out. (See the section on mail queues above.) You may lose a few good messages this way, but you will avoid sending out hundreds of spam s. 2. Check the message log (see the previous section) to see if you can identify an individual user who has been compromised. If so, update that user's password immediately. 3. If the message does not seem to be coming from a particular user, it may be coming from a compromised script on your server. Resolving this may be as simple as updating the software for any online forms that you use, such as a comment form or order form. 4. If you're still unable to determine the source of the spam, your server may be more deeply compromised. In that case, you will need to work with your server administrator to resolve the issue, or you may need to reinstall your server or restore your server from a backup. Bouncebacks If your server is a known source of spam, you have likely been added to the block lists of other mail servers. A symptom of this problem is the receipt of a bounceback when you try to send a legitimate . The bounceback will likely reference the "sending server's poor reputation." If this happens to you, you will first need to verify that you have shut down any spam activity going on on your server. Then, contact the mail provider who sent you the bounceback. They should be able to give you instructions to clear your IP address. Mail Configuration Plesk page 6 / 10

7 If some of the mail settings for a specific domain or mailbox seem to be corrupted, you can use this built-in Plesk utility to rebuild all of the mail settings: /usr/local/psa/admin/sbin/mchk --with-spam This is a useful command to run in a number of situations. For example: cpanel If you added a new domain to the server, but it won't accept mail. If you've reset the password on a particular mailbox, but the user still can't log in. If you're not sure what's wrong, it never hurts to run this command! If some of the mail settings for a specific domain or mailbox seem to be corrupted, you can use this WHM tool to rebuild all of the mail settings: 1. Log into WHM 2. Click on the menu item, near the bottom of the page. 3. Click on Repair Mailbox permissions. 4. Click Proceed. page 7 / 10

8 This is a useful command to run in a number of situations. For example: If you added a new domain to the server, but it won't accept mail. If you've reset the password on a particular mailbox, but the user still can't log in. If you're not sure what's wrong, it never hurts to run this command! Server Resource Issues Sometimes your mail server may have trouble responding quickly (or at all) if your server is suffering from 5. overuse After a of few resources. moments, The you mail will server see which may or mailboxes may not be were the repaired. actual source of the problem; but, if there aren't enough server resources to go around, you may notice slowness, stalling, and service interruption. Plesk There is an easy way to check for severe resource outages on your server. 1. Log into your Virtuozzo Power Panel. 2. From the Logs menu on the left, click on Resource Alerts. 3. Look at the log. If you see any errors there, such as kmemsize or privvmpages, this indicates that you have been hitting resource limits on your server. If it shows no alerts, you may have a network issue rather than a server issue. page 8 / 10

9 4. If you do see resource alerts, you can work with your server administrator to reduce the load on your server, or upgrade your hosting plan. cpanel WHM provides a tool for you to look at current resource use on the server. Note that this live report is only useful if you can "catch it in the act" when the server is being slow. It won't work to check on a problem that happened a few hours ago. 1. Log into WHM. 2. Click on System Health near the bottom of the page. 3. Click Process Manager. 4. Here you can see a snapshot of the processes running on your server. Keep an eye out for either a few processes that use a lot of memory and CPU, or just a very large number of small processes. To learn more about an individual process, click on Trace. You may need to ask your system page 9 / 10

10 Powered by TCPDF ( 5. If you do see high memory or CPU use, you can work with your server administrator to reduce the load on your server, or upgrade your hosting plan. Otherwise, your slowness may be network-related, not server-related. Where Next? If you require more assistance to resolve your mail server problem, you should work with your system administrator to continue troubleshooting. administrator to help you interpret the information. page 10 / 10

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