Troubleshooting: I Cannot Send or Receive Emails (After Email Migration)
If you cannot send or receive emails using your Cybernautic email account, several issues may be responsible, including an unstable internet connection, incorrect email settings, an outdated password, or a temporary service interruption.
Follow the steps in this guide to identify and resolve common email problems.
1. Check Your Internet Connection
First, confirm that your device has a working internet connection.
- Open a web browser.
- Visit a website you do not normally access to confirm that your connection is working.
- If the website does not load, reconnect to your Wi-Fi or mobile data.
- If possible, try another network to determine whether the problem is related to your current connection.
- Once your connection is restored, reopen your email application and try again.
If other websites work normally but your email does not, continue to the next step.
2. Test Your Email Through Cybernautic Webmail
Testing through webmail helps determine whether the issue affects your email account or only your email application.
Webmail URL: https://mail.cybernautic.com/
- Open Cybernautic Webmail in your browser.
- Sign in using your full email address and current password.
- Check your Inbox for new messages.
- Send a test email to an email address you can access.
- Confirm whether the test message appears in the recipient's Inbox.
What Do the Results Mean?
- You can send and receive emails through webmail: Your mailbox is accessible, so the problem may be related to your desktop or mobile email application's settings, saved credentials, or connection.
- You can receive emails but cannot send them through webmail: The issue may involve outgoing mail restrictions, authentication, or message delivery.
- You can send emails but cannot receive them: The issue may involve incoming mail delivery, mailbox configuration, or message filtering.
- You cannot sign in to webmail: Verify your email address and password. If the problem continues, contact Cybernautic Support.
- Webmail is unavailable or displays an error: The issue may require further investigation by Cybernautic Support.
Important: A successful webmail test does not guarantee that every message is being delivered correctly. If a specific message is missing or rejected, check for a bounce notification or contact support.
3. Check Whether the Problem Affects Sending, Receiving, or Both
Identifying the affected function helps narrow down the cause.
I Cannot Receive Emails
If you are not receiving new messages:
- Open Cybernautic Webmail and check your Inbox.
- Check your Spam or Junk folder.
- Look for email filters or rules that may move messages into other folders.
- Check whether your mailbox has reached its storage limit, 20 GB.
- Ask someone to send you a test message.
- If the sender receives a delivery failure notification, ask them to provide the error message to Cybernautic Support if further investigation is needed.
If new messages appear in webmail but not in your email application, continue to the email configuration and synchronization checks below.
I Cannot Send Emails
If you cannot send messages:
- Try sending a short test email through Cybernautic Webmail.
- Check your email application's Outbox for messages that are stuck or waiting to send.
- Verify that the recipient's email address is correct.
- Try sending a message without attachments.
- Check whether you received a bounce notification or delivery failure message.
- If webmail also cannot send messages, contact Cybernautic Support if the problem persists.
If you can send messages through webmail but not through your email application, check the outgoing server settings in the next section.
I Cannot Send or Receive Emails
If both functions are affected:
- Confirm that your internet connection is working.
- Test your mailbox through Cybernautic Webmail.
- Verify your email address and password.
- Review your email application's incoming and outgoing server settings.
- Check for any migration-related instructions or service notifications from Cybernautic.
If the issue continues across both webmail and your email application, contact Cybernautic Support.
4. Verify Your Email Server Settings
Incorrect server information, ports, or security settings can prevent an email application from sending or receiving messages.
If you use Outlook, Apple Mail, Thunderbird, or another compatible email application, check the account settings against the following information.
Incoming Mail Server (IMAP)
| Setting | Value |
|---|---|
| Account type | IMAP |
| Incoming server | mail.cybernautic.com |
| Port | 993 |
| Connection security | SSL |
| Username | Your full email address |
| Password | Your current email password |
Outgoing Mail Server (SMTP)
| Setting | Value |
|---|---|
| Outgoing server | mail.cybernautic.com |
| Port | 465 |
| Connection security | SSL |
| Authentication | Enabled, if required by your email platform |
| Username | Your full email address |
| Password | Your current email password |
Important: Your email application may use different labels for these settings. Confirm that the incoming and outgoing servers, ports, and connection security match the values above.
If your email account was recently migrated, follow the migration instructions provided by Cybernautic before changing your configuration.
For detailed setup instructions, refer to How to Set Up Your Email on Desktop and Mobile Devices After the Email Migration.
5. Check Your Email Password
An outdated or incorrect password can prevent your email application from connecting to the mail server.
This commonly happens after changing a password or completing an email migration.
- Open Cybernautic Webmail.
- Try signing in using your current email password.
- If you can sign in successfully, check whether your email application is still using an older saved password.
- Update the saved credentials in your email application.
- Restart the application and test sending and receiving again.
If you cannot sign in to webmail, refer to How to Change or Reset Your Email Password.
Security reminder: Never include your password in a support ticket or email.
6. Check Your Email Application
If webmail works correctly but your email application does not, the issue may be related to the application's configuration or saved credentials.
Try the following:
- Close and reopen your email application.
- Check whether the application displays an authentication, connection, or certificate error.
- Verify the incoming and outgoing server settings.
- Update the saved password if you recently changed it.
- Check whether messages are stuck in the Outbox.
- Confirm that your email account is configured to synchronize messages.
If the problem persists, consult the setup guide for your email application or contact Cybernautic Support.
Security warning: Do not disable SSL security or accept an unexpected certificate warning just to make the connection work. Contact support if you receive a certificate warning that you cannot verify.
7. Check for Migration-Related Issues
If your email problem started immediately after an email migration, check the migration notification and instructions you received from Cybernautic.
Confirm the following:
- You have received confirmation that your email migration is complete.
- You are using the correct server settings for the migrated mailbox.
- You are signing in with the appropriate password.
- You have updated the saved password and account settings on your devices, if required.
If your email stopped working after the migration, or you are unsure whether the migration is complete, contact Cybernautic Support.
8. Still Cannot Send or Receive Emails?
If you have completed the checks above and the problem continues, submit a support ticket to Cybernautic.
To help us investigate the issue efficiently, include the following information:
- Affected email address: The mailbox experiencing the problem.
- Problem type: Cannot send, cannot receive, or cannot send or receive.
- Email application and device: For example, Outlook on Windows, Apple Mail on Mac, or Mail on iPhone.
- Webmail test result: Whether you can sign in, send, and receive through Cybernautic Webmail.
- When the problem started: Include the approximate date and time.
- Error message: Copy the exact error text, if available.
- Recent changes: For example, a password change, device change, or email migration.
- Troubleshooting completed: List the steps you have already attempted.
If you receive a delivery failure notification, include the relevant error text. Remove any sensitive information that is not needed to investigate the problem.
Security reminder: Never include your email password in your support ticket.
Still Need Help?If you are still unable to send or receive emails after following these steps, please submit a support ticket so our team can investigate the issue. When submitting a support request, please include:
For your security, never include your email password in a support ticket. |