vvenet

Thank you dear Wolstech for your message.

1) The maximum seize of the total hosting account was not reached by far. Nevertheless I was happy with the postmaster e-mail because it indicated a synchronisation problem. But yes please, ask Krydos to look into it and determine why I received the postmaster e-mail anyway.

2) IMAP: the Mail client on my Apple device does synchronise all folders that are listed in webmail/Roundcube.
As try-and-error, I changed the language settings of webmail/Roundcube from my native language to English-US. Roundcube now uses the same term "Junk" as well as the Mail client on my Apple device. Maybe this will do the trick. 🙂 

Hello dear support team,

I received a message from postmaster@johnny.heliohost.org. First I thought it was spam. The message states: Hello! Your mailbox is 95% full. To continue receiving mail, delete any letters you no longer need or ask your hosting provider to increase your mailbox quota.

You have to know that for the mailbox in question, I can access it not only through webmail, but also through my mail client (Apple/iPhone/iPad) by IMAP on my Apple device. This works fine as far as I can see. I do this so I can train the spam-filter and set it to the right level.
So through my mail client, I checked the mailbox account in question that was indicated as 95% full. In my Mail client, all folders were empy. I refreshed my Mail client on my Apple devicde a few times, but still all folders, including the spam folder, showed there were no e-mails.

Just to be sure, I logged into Plesk control panel, went to "Mail" section, and saw to my astonishment that the mailbox in question indicated that the usage was “89,4Mb of unlimited”.
So then I accessed the mailbox in question through webmail (Roundcube). Again to my astonishment, the spam folder contained 14 spam-mails, that were not showing up in my Mail client on my Apple device. The volume usage indicator of the mailbox indicated 79%. Again I refreshed my Mail client on my Apple device a few times, but the 14 spam mails did not show up in my Mail client.
I checked all spam-mails in the webmail (Roundcube) and deleted them. The volume usage indicator went back to 0% immediately.
After that, I went back to the Mail section in Plesk control panel. I refreshed the mailbox account in question, and it went back to “0 B used of unlimited”.

When I check the details of the mailbox in question, it states “Default size (Unlimited)”.
Also when I check my account details in Plesk, it states “Mailbox size, Unlimited”.

My questions:
1) If my mailbox is unlimited, how then can I receive a message from postmaster@johnny.heliohost.org that my mailbox is 95% full?
2) How can it be that IMAP is not properly synchronised between Plesk/Webmail/Roundcube and my Mail client? (what can I do about it?)

Kind regards.

For now it seems to do the job dear Krydos. So actually having Roundcube enabled as a webmail tool, appears to be very useful now. Despite the fact that Roundcube is not activated on your servers by default anymore (for understandable reasons).

Is there a way (for you as their client and me as end-user) to insist at Plesk to solve their more than one year old bug on short notice?

Kind regards.

Thank you for your message dear Krydos,

Wow, that is an error report of Plesk for more than one year ago already. And still not fixed? 

I did not try the filters in Roundcube yet because I thought Plesk control panel would do the job.
I tried it now though. Please see attached picture. Is this what you mean by using the filters of Roundcube to do the job (i.e. moving unwanted e-mail directly to the spam folder)?

Kindly awaiting your reply and kind regards. 

Thank you dear Wolstech for clarifying.
🙂

As said, hopefully Krydos or someone else might be able to solve this. 🙂 

Thank you dear Wolstech for your quick reply.

I did find this information on the internet: https://www.eukhost.com/kb/how-to-add-and-remove-domain-from-blacklist-in-plesk/. In this tutorial there is a "Tools & Settings" section. I did found out that in my Plesk control tool, the section "Tools & Settings" is missing. Is that the reason maybe that the black list feature does not work?
However, on individual email level I can enter blacklisted emails, but -as said- it does not work in practise.

Hopefully Krydos or someone else might be able to solve this. 🙂 

Kind regards.

Dear support team,

For one email address in my account I use the ‘black list’ feature (advanced settings). In the control panel it is clearly explained that “Emails from senders in the black list are classified as spam”.

I made two entries in the black list: one specific email address and a generic for a specific domain like *@specificdomain.cl.

I notice however that your system is neglecting my black list entries. Instead that these incoming emails are not classified as spam, therefore not put in the spam folder but remain in the inbox.

I can’t find any related topic for this on the forum. That is why I now turn to you and kindly request your assistance. 

Question: how to activate the black list feature in such a way, that blacklisted emails are classified as spam and put into the spam folder?

Thank you very much and kind regards.

Dear Wolstech, thank you for your quick reply and clear explanation. 
Sorry for being the (maybe) only person on your platform who is actually using the webmail feature.
To answer your question: at the moment it has not disabled itself automatically yet. I will keep track of it. 
Thank you again! 🙂 🙏
 

Dear support team,

Just recently I found out that I can not access webmail through a web browser. In the past I could.
Then I saw that in the control panel that webmail was disabled (see pic1 and pic2). I enabled webmail for all e-mail addresses in my account and thought all would be fine (see pic3 and pic4).
Today however I could not access webmail again. When checking the settings in the control panel, I saw that webmail settings had disappeared again and that webmail had been disables again (automatically?) (pic1 and pic2).
I again enabled webmail for all e-mail adresses (pic3 and pic4).

Questions:
1) why is webmail/Roundcube disabled? Is it because of a bug or is it done automatically?
2) I use webmail, so how to enable it permanently for the e-mail addresses setup in my account?

I searches the forum but I could not find answers to my questions.
Your help and assistance is appreciated very much. Thank you and kind regards. 🙂 

Thank you again for your quick reply and support dear Wolstech.

The deferred e-mails are being delivered step-by step. So all good there. 🙂
And let us just leave the limit settings as they are. All goes well now.
Sorry again for disturbing your time. And thank you for your assistance and understanding.

Regarding the spam, I will try a higher spamm setting as provided by Helohost's control panel. 
If you have tip&trics regarding the spam filter, I will be happy to hear them from you.

Kind regards

Dear Wolstech, you were quicker in replying than I was. 🙂

You are correct. I do not want to start all over. 🙂 

1) Will the deferred e-mail be deliverd over the coming minutes/hours?
2) Is it possible to remain the limit of 50 emails/day but to change the hourly limit to 25 emails/hour?

[update]
Dear Wolstech, I might have found the solution. I remembered that it was you who gave me the tip that I can download email directly from Heliohost's server into Gmail. Due to my work load at that time I forget to explore this feature but I just found it.

So I am now in the process of setting that up and removing the email forwarding on the Heliohost mailserver.
Can you please reset my account. I can then download the deferred e-mail directly into gmail instead of forwarding them. 🙂

Dear Wolstech, thank you for your quick reply. 

I do realise this is the third time. That is why I feel very uncomfortable and let me apolize.

I do not send out that many e-mails actually.
Incoming e-mails are forwarded to my gmail account. 
I have no 'catchall' e-mail settings.

Normally I receive 10/15 e-mails a day, spreaded all over the day. As you can check for yourself, this all went well for a long time. The last incident was because a catchall setting was setup. That catchall setting has been removed since the last incident many months ago.
At the moment, I think that one e-mail address gets spammed. Those e-mails that are not caught by Heliohost's spam filter, are then forwarded to my gmail account. Each email spam message counts as one forwarded email, adding it to the max of 10/hour and 50/day.

Probably it is my email address $ven@hc******.nl. 
1) Can you please confirm this?

In the 'Track E-mail Delivery'-section for the domain hc******.nl, I see 14 delayed e-mails now. Some of them are clearly spam and send to my email address  $ven@hc******.nl. I try to delete them, but I get this message: "Could not remove the message from the queue: Request failed with status code 404".
But there are also e-mails that are legit and deferred at this the moment, becasue of the 10/hour and 50/day maximum.

My proposal is that I delete the spam targeted e-mail address $ven@hc******.nl. But before doing that, I wish to receive the still pending e-mails that have the status 'deferred'. So can you please reactivate my email account in such a way, I can receive those e-mails.
After receiving those deferred emails, as said, I will delete the targeted email address immediately.
2) Is that ok for you?

Very kind that you ask for requesting a limit increase. 
What would help is that the 10/hour max, is replaced by 25/hour and that the 50/day remains, if that is ok with you. 
By doing so, the daily limit will not be exceeded and therefore you have a check that Heliohost servers are not misused for wrong purposed.
3) Can that be done?

Sorry again for all the trouble.
Kindly awaiting your reply.

Dear support team,

From this morning I do not receive any incoming email. 
I did some investigation myself in the control panel of Heliohost and made attached screenshot from my account vvenet.heliohost.us
Further, I did see incoming emails (more than usual) on ***ven@hc******.**

1) I have no idea what is happening. Can you shine some light on this?
2) Can you please reset my e-mail in such a way that I receive my e-mail again?

Kind regards

19 hours ago, wolstech said:

They would remain. I believe it just downloads the mail from our server and dumps it into your inbox, so appearance wise it'd look the same as a forwarder. The only difference is that it may take longer to receive the mail (I believe Gmail checks POP3 mailboxes on a schedule, so you won't see the mail until the next time it checks once its on our server).

I personally haven't used the function in a few years now, but previously used it without issue with a random email address I had from my college days.

Dear @wolstech, I did some investigation. One can add maximum of 5 external e-mail accounts to one Gmail account. I have more than 5 e-mail accounts to monitor. But I have an idea but would like to know if it woks. 

When I have the following domain hosted at Heliohost: myheliodomain.com.
And I have 3 e-mail accounts setup for it: mail@myheliodomain.com, office1@myheliodomain.com, office2@myheliodomain.com.
These 3 e-mail accounts are hosted on Heliohost and not forwarded to external e-mail addresses.
1) Is it possible to forward office1@myheliodomain.com and office2@myheliodomain.com to mail@myheliodomain.com? 
(it is the same methodology of a catchall, where mail for non-existent users can only be forwarded to an e-mail address that belong to the selected domain) 
2) Will each e-mail from office1@myheliodomain.com and office2@myheliodomain.com that is forwarded to mail@myheliodomain.com, be counted by Heliohost as an outgoing e-mail or not (I don't want to go over the limit of 50 outgoing e-mail/24 hour)?

If the internal forward is possible, then I only need to add one e-mail (mail@myheliodomain.com)  to my Gmail account. This leaves me 4 other e-mails to add (to cover incoming e-mails of 4 other domains). 

Kindly awaiting your reply,

Dear @wolstech, thank you for your tip. I never have thought about that option. I will investigate.
When I start doing this option, what will happen to all those emails that are already in my Gmail account? Will they remain or be deleted when I start using pop3-protocol for downloading incoming email from Heliohost MX-server?

Kind regards,

Dear @Krydos, thank you for your message.

I do understand your concern and I do agree with you. I have the same concerns. Therefore just now, I have also configured my e-mail accounts in Plesk in such a way, that any spam is immediately deleted so it will not be forwarded to my Gmail account (it was still done with the *spam* indication). The reason for forwarding my e-mail to Gmail has multiple reasons.
1) for work purpose I have to use and monitor multiple accounts and by forwarding them to Gmail, they are in one overview
2) not to load the Heliohost server by not using storage space.

You make a good point of using an e-mail client. Let me please investigate this option.
I am not an IT-specialist so I have to figure out what the best option will be. Like using IMAP or not. And how to access the different e-mail boxes while on the road.

Kind regards and thank you again for your support.

Dear @wolstech, thank you again for you help and assistance.

I am more than willing to make a periodic donation when more custom service is requested. In the past I had services with numerous providers and I wish to have it at one place + that I support the Heliohost approach. A group of dedicated people. ? 

I do receive some deferred e-mail. But some also not. When I try to resend them through Plesk's interface, I receive this message: Could not flush the selected message from the queue: Request failed with status code 404". Shall I just wait or are these e-mails lost?

Dear @wolstech, thank you for your response.

In Plesk it clearly says the quota is 50 per hour. That is also what you say and what the screen shot says that I sent earlier ("50 messages per hour").
But now you also say also it is 50 messages per 24 hour. This is confusing since there are 24 hours in a day (which means 50x24=1200 outgoing e-mails which honestly is a bit too much). 

1) Well, whatever the setting of the quota is, can you be so kind to set a custom quota of 75 on the subscription (and each hosted domain)?
Like you, I don't want to be involved in spam. But obviously I need a bit more quota regarding my e-mail communication.
To reduce forwarded e-mails, I have diminished e-mail alerts already (only app). 

2) And can you please re-open my account/subscription, so I can receive the e-mails that are in the queue right now?

3) Or another option: is it possible to apply for 'unlimited' in return for a periodic donation? Of course within a fair use policy?
Heliohost will always be in control after all. ? 

Kindly awaiting your reply. 

Dear Wolstech, thank you for your reply.

I did not sent these e-mails as outgoing e-mails from my computer (by smtp). These e-mails are forwarded incoming e-mails, received on the MX-server of Heliohost and forwarded to my Gmail-inbox. I understand from our earlier chat, that these forwarded e-mails are also counted as outgoing e-mails too.
For your information: I do receive many regular notification e-mails that are simply forwarded to my Gmail-inbox. That is why it can be up to 5 or 8 e-mails in one hour.

At the moment I only have 14 e-mails that are deferred/delayed to be delivered. But the ones that are rejected is much higher. Those rejected e-mails are the ones that are send to non-existing e-mails. Since the catch-all feature has been disabled, rejected e-mails are removed. They also do not show up in the deferred/delayed overview. So that is good.
After I disabled the catch-all feature last week, these e-mails are rightfully rejected and should not be counted as part of the hourly limit. But are they? 


I think Plesk is not working as it is designed because of the following:

1) Please see attached screenshot. It says that the limit is set to 50 e-mails (messages) per hour and not per 24 hour period. That is why I think there is a Plesk error, because I do not override 50 outgoing/forwarded e-mail per hour. 
 

Kind regards,

Dear support team. 

I am not receiving e-mail. In the 'Outgoing Mail Control' section I suddenly see that my setting of '50' is now '0'. I am not going over the limit of 50 at all. Please see attached screenshots of yesterday and of this morning. It happened at midnight probably. Last received e-mail was yesterday at 22.33h. Can you please help? 

1) Why is my limit suddenly '0'? Something must have triggered this.

2) Can you please restore my settings back to the original 50? 

Your kind assitance is highly appreciated. Thank you! ?
(user: vvenet)

12 hours ago, vvenet said:

Dear @wolstech, thank you again for your kind understanding and support. ?

[UPDATE]

Dear @wolstech, just to inform you, please see attached graphic. From the moment the catch-all feature had been disabled around 19.00 hour, all returned back to normal proportions instantly.

Thank you again for your kind understanding and support! ? 

One final question in this regard. At the Outgoing Mail Control page, there is still this warning message I: “1 subscriptions exceed limits”. What is the time period this warning message will reset itself automatically?

Dear @wolstech, thank you again for your kind understanding and support. ?

Dear Wolstech, thank you for your reply and info. It is highly appreciated.

The gmail account you are referring to is not a dummy account (despite its name). Please trust me on that. 
And I never receive tons of e-mail. And all e-mail settings on Pleask worked fine untill one week agon. 

Regarding your two proposals: please neither of them. Because I have solved the issue myself now I think. Let me please explain.
 
I also noticed that since one week, I received an incredible amount of spam. I found out myself it was due to the catch-all feature on the domains in my account. Since two hours now I have disabled all the catch-all features on all domains in my account. It was all forwarded to mail@hcdirven.nl, so that is why they were in cue for that e-mail address. Since that moment I have disabled the catch all feature (two hours ago), all spam has stopped (so also no forwards anymore to mail@hcdirven.nl). All these e-mails tot non-existing adsresses are now rejected. You can check it yourself in Plesk: all email send to "Mail sent to non-existent users" is now rejected.

For your information: the reason I use mail forward to Gmail is actually to relief Heliohost systems for not taking too much storage on your platform/network.

So my kind request is
1) to leave the e-mail settings as they are right now and
2) to enable my subscription since all has returned to normal now.

Lesson learned.  ?
Thank you for your support and understanding. Kindly awaiting your reply. 
 

Dear @wolstech, thank you for your reply.
I have no idea were this is coming from.
When I look at https://heliohost.org/dashboard/load/, my load is almost nothing.

I find it so strange it is only coming from the the main account name vvenet.heliohost.us and not from the other domains + emails that are in the main account.

Also when I look at the webmail of vvenet.heliohost.us, there is no e-mail there (not incoming or outgoing e-mail). 
I have no contact forms and I have strong passwords.

I appreciate if you can look into this. I would not know where to start since I can also not see the origin of these send-out e-mails and where they are send to.
 

[UPDATE] Just to be on the safe side, I have disabled the catch-all forward feature for non-existent mail addresses ( like anything@domain.xyz).

Kind regards,