Resolve Email Server Authentication Errors Due to Service Outage and Expired Contract

draft · accounts-and-access email-authenticationpassword-resetserver

Generated by docuprocessor (prompt article/v3) · 2026-04-22 14:52

Source thread

thread_id: spaces/AAAA05BdS6s/threads/-Q3Gfi9nm3o · 4 msgs · first 2025-01-09 · participants: Tech ATech BTech C

Tech A 2025-01-09 19:10

for Glendale Family Dental they are having Email Server authentication error, seems like server hosting is *Practice Builders* but when they and i called it goes to VM. any suggestion here?

image/png Screenshot 2025-01-08 175319.png

**On-screen dialog box** from a Windows application titled **"Internet Email - info@smilequeens.com"** prompting for server authentication credentials. Visible fields show: **Server:** `secure.emailsrvr.com`, **User Name:** `info@smilequeens.com`, **Password:** masked (`********`), with the checkbox **"Save this password in your password list"** checked. Action buttons **OK** and **Cancel** are present; no error codes are displayed.

Tech B 2025-01-09 19:13

1. can you confirm that the password works via webmail? 2. is there another computer that it is working on? 3. have you tried to test it via another email client such as thunderbird which sometimes picks up the settings automatically?

Tech C 2025-01-10 06:58

1. Check DNS 2. Username might not be email but actual username as info 3. isn't info@smilequeens.com group instead of account?

Tech A 2025-01-10 16:03

yes tried all that, 2 issues were there, 1) there was an outage on the 01/ 6,7,8 ... on top of that Office's contract or plan has expired, needs to be renewed

image/png image.png

**System Status page for Rackspace email services, dated Friday January 10, 2025.** All three products — **Rackspace Email**, **Administrator Tools**, and **Apps** — show green checkmark indicators with the status message **"System is operating normally"** at **11:00 AM EST**. In the 4-week history table, **Rackspace Email** shows blue informational indicators (ℹ) on dates **01/06, 01/07, and 01/08**, highlighted with a red underline, while **Administrator Tools** and **Apps** show all green checkmarks across the same date range.

---
title: "Resolve Email Server Authentication Errors Due to Service Outage and Expired Contract"
category: accounts-and-access
tags: ["email-authentication", "password-reset", "server"]
source_thread_id: "spaces/AAAA05BdS6s/threads/-Q3Gfi9nm3o"
source_space: "spaces/AAAA05BdS6s"
generated_at: "2026-04-22T14:52:26"
participants: ["Tech A", "Tech B", "Tech C"]
---

# Resolve Email Server Authentication Errors Due to Service Outage and Expired Contract

## Problem
A client office experienced email server authentication errors when attempting to connect to their Rackspace email service at `secure.emailsrvr.com`. The authentication dialog appeared repeatedly, prompting for credentials for `info@smilequeens.com` despite the password being saved. Initial troubleshooting attempts including webmail verification, testing on other computers, and trying alternative email clients did not resolve the issue. The hosting service appeared to be managed by Practice Builders, but calls to their support went to voicemail.

## Resolution
1. Check the email service provider's status page for any reported outages or service disruptions
2. Verify that the office's email service contract or plan is current and has not expired
3. If the contract has expired, contact the email service provider or hosting company to renew the service plan
4. Once service is restored and the contract is renewed, test email authentication again

In this case, investigation revealed two concurrent issues: a Rackspace email service outage that occurred on January 6-8, 2025, and an expired email service contract that required renewal. Both issues needed to be addressed before normal email functionality could be restored.

## References
- Source discussion: `spaces/AAAA05BdS6s/threads/-Q3Gfi9nm3o`
- Attachments:
  - ![Screenshot 2025-01-08 175319.png](../attachments/-Q3Gfi9nm3o.-Q3Gfi9nm3o/Screenshot 2025-01-08 175319.png) — **On-screen dialog box** from a Windows application titled **"Internet Email - info@smilequeens.com"** prompting for server authentication credentials. Visible fields show: **Server:** `secure.emailsrvr.com`, **User Name:** `info@smilequeens.com`, **Password:** masked (`********`), with the checkbox **"Save this password in your password list"** checked. Action buttons **OK** and **Cancel** are present; no error codes are displayed.
  - ![image.png](../attachments/-Q3Gfi9nm3o.Rakru9nTTdU/image.png) — **System Status page for Rackspace email services, dated Friday January 10, 2025.** All three products — **Rackspace Email**, **Administrator Tools**, and **Apps** — show green checkmark indicators with the status message **"System is operating normally"** at **11:00 AM EST**. In the 4-week history table, **Rackspace Email** shows blue informational indicators (ℹ) on dates **01/06, 01/07, and 01/08**, highlighted with a red underline, while **Administrator Tools** and **Apps** show all green checkmarks across the same date range.

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