Attention AOL users

[Doug Nelson]

About a month ago AOL users started having trouble receiving emails sent via these forums. Since email authentication is required to register here, this effectively means AOL users have a good possibility of not being able to register.

I need your help to overcome this problem.

The problem is not domain-based. I am able to send and receive email to AOL users from retouchpro.com via my home computer, so the problem must either be content or IP based. The IP address for RetouchPRO is 69.73.171.50, which we share with other users of this server.

If you are an AOL user, please use your RP profile to send yourself (and only yourself) emails via RP and reply here to let me know if you receive it, or if you've found a way to receive it.

As advice comes in I will forward this thread URL to AOL users that can't register, and hopefully we'll eventually get this figured out.

I'm looking for constructive advice for AOL users, this is not a thread to criticize AOL or their users.

[Cameraken]

I use AOL I stay with AOL and a modem because this is the only provider which allows me to use NTL and BT to connect.

I have just tried to send myself an email via Retouch Pro and it has not arrived.


Ken

[Cameraken]

From AOL HelpDesk

22:06:39AOL UK SupportWelcome Camerashop ...
22:06:39AOL UK SupportConnecting to server. Please wait...
22:06:39AOL UK SupportConnected to AOL Live Help server.
22:06:39AOL UK SupportYour initial query was: I am not receiving email
22:06:39AOL UK SupportThank you for calling into AOL Live Help for Technical Support
22:06:40AOL UK SupportRaju has joined this session!
22:06:40AOL UK SupportConnected with Raju
22:06:50RajuThank you for calling in to Live Help!! I may be with some other members at the moment, please state your query and I will be with you as soon as possible :-)
22:07:10RajuAre you unable to receive the emails sent to your AOL account ?
22:08:10YouI am not receiving email from a particular site. They have asked me to add their IP to my whitelist?
22:08:20RajuI apologise for the inconvenience you have experienced. I will do my best to resolve the situation for you.
22:08:48RajuMay I know the sender email address from which you are unable to receive the email ?
22:11:01YouIt is www.retouchpro.com their IP is 69.73.171.50
22:11:05RajuThanks for the information.
22:11:07RajuThis issue might occur when the email address is not registered or blocked under the AOL domain.
22:11:15RajuI have a suggested resolution for that problem. Please try the following steps and then come back to us if you have any further problems.
22:11:45RajuPlease go to AOL Keyword: Postmaster and register the email address under the AOL White list.
22:11:50RajuFurther,
22:11:54RajuPlease go to http://www.aol.co.uk/about/spam/feedback.adp and fill in the required information. This will be sent to the AOL UK anti-spam operations group, who will review the details. Problems are typically resolved within 24-48 hours.
22:12:14RajuPlease try those steps I assure you that your issue will be resolved.
22:12:24RajuPlease visit AOL Keyword: Safety for better Internet experience.
22:12:32YouThanks I will try that.
22:12:35RajuYou are Welcome :o)
22:13:23YouNo Thanks. Goodbye.

[Cameraken]

Doug.

To do this I need the Feedback Loop Email?

http://postmaster.aol.com/whitelist/

Ken

[Doug Nelson]

No, I already did that, thanks.

Your information was helpful, though. I'm doing some searching now. Thanks again.

[Cameraken]

from
http://www.aol.co.uk/about/spam/feedback.adp

Important - Read This First

AOL may no longer accept connections from IP addresses that have no reverse-DNS (PTR record) assigned.

To verify whether this may be the cause of your problem, please check the following:

1. Verify the connecting IP address of your outbound mail server.
2. Check that the connecting IP address of your outbound mail server has reverse DNS.

Please note that AOL is unable to make exceptions to this policy in order to help safeguard AOL members from spam. Please contact whoever runs the server that you use to send email to have reverse-DNS enabled.

Ken

[Doug Nelson]

Something very similar to that may be the culpret. I used their rdns test and passed, but they also specify they forbid "in-addr.arpa" in rdns listings (ie: shared IP addresses).

[Cameraken]

Doug.

So none of the above has worked.
Raju at AOL asked me to get back to him if this did not work

So what questions should I ask?

Ken.

[Doug Nelson]

Wait a day for some changes to propagate and try again (I'm working with tech ppl at AOL and at my server company).

[Doug Nelson]

Both my server tech and a very nice man at AOL have gotten back to me and swear everything is working as it should. A test email to the AOL rep landed in his spam folder, but at least it got there.

[Cameraken]

Doug.

I just tried another test email. I have still not received it. It is not in my email or my spam folders

Ken.

[Cameraken]

Doug.

Have you got any further with this problem?
It’s still not working.

Ken.

[Doug Nelson]

Nope. We averaged a half-dozen AOL completed registrations per week until 03-13-2006. We haven't had one since that date. A quick google finds we're not alone with this complaint. AOL obviously changed something.

[Cameraken]

Q’s


1) Can new Retouch Pro Members use Hotmail or Yahoo to register?


2) Should existing AOL members change email to Hotmail or Yahoo?


Ken.

[Doug Nelson]

No, freemail addresses are banned to prevent spam and multi-identity attacks.

[Cameraken]

Doug.

AOL help files suggest I add RetouchPro’s email to my address book, But emails appear to be coming from
http://www.retouchpro.com/forums/

I got this by using the ‘Send to Friend’ link on the Site Update and sending it to my hotmail account.

This is not a valid email. What email should I add?


Ken.

[Cameraken]

I have now tried everything possible to resolve this problem. I have even installed Opera and used IMAP without success.
I have at last got AOL to admit to a Server Block problem and they have filed a problem report for the issue. They say the issue should be resolved soon.
Let’s hope so

AOL did give me some things to check.

Goto Keyword:"Mail Controls" , and please ensure that black dot is in front of "Allow Emails from All Senders" Then click on text in Blue" Custom Sender List" clear the entries if you find any,over there, then click on text in Blue" Custom Word List" clear the entries if you find any, over there

Ken.

[Britsdad]

Thanks all for trying to help with AOL,(for the benifit of Doug, I was "britsdad")I eventually got my brother-in law to register for me (not on AOL)

[Doug Nelson]

Welcome, woodbine/britsdad. Glad you made it through the hoop

It appears AOL is torqueing off more than just RP members.

[lkroll]

Be suspect of any ISP (Internet Service Provider for those who hate acronyms) that only allows their dialer to work. On highspeed now, but it was not long ago that I was on dial-up so my heart's out to those who still use AOL. Just my 2¢ worth.

[Cameraken]

Update.

This is part of my latest complaint to AOL.

21:54:57Sunil KumarIt will be sorted out with in 24 hours.
21:55:27YouI was told this last time
21:55:49YouIt is still not sorted three days later
21:59:57Sunil KumarI do understand that as it is still under process but now it will be sorted out with in 24 hours.
22:01:09YouOK Thank You Sunil. I shall wait.
22:01:43Sunil KumarThank you for calling in to us, please come back to Live Help again if you have any further questions. Goodbye :-)

Ken

[Cameraken]

Well, I must give AOL their due. They are trying. Very trying.

20:37:43Akhriebu KedistuWWW.retouchpro.com is not an email address
20:37:56Akhriebu Kedistuthis is a site address
20:38:02Akhriebu KedistuMay i have the correct email address
20:38:24YouI was originally told there was a server block. and the problem would be resolved. but its now been over a week and email is still not getting through
20:39:03Youthe email comes from dnelson@retouchpro.com
20:40:31Akhriebu KedistuMay i know if you are able to sent/ receive emails from other sources other then the email address mentioned?
20:41:15YouYes. Everything else works fine
20:41:28YouIts just this one site
20:42:01Akhriebu KedistuThank you for the confirmation...what i can do is file a report for the email address> dnelson@retouchpro.com
20:42:26Akhriebu Kedistuif this is from AOL's end, this will be rectified with the next 48-72 hrs.

Later---------

20:47:22Akhriebu KedistuI have submitted the report,. Please be assured that, if this is from AOL's end, this will be rectified with the next 48-72 hrs.
20:48:18YouOK. Thank You Akthriebu.

[Doug Nelson]

Thanks for continuing to try, Sisyphus

[Britsdad]

I'm the one that started all this off! and for that I am sorry Thanks for all your efforts with this problem. John

[Cameraken]

Hi John.

No Problem. I have been trying to sort this out for all AOL users, And for new members.
I have been onto AOL again but to be honest I think everyone has run out of ideas to solve this. AOL have been very helpful. They have made sure Retouch Pro is not blocked and they have made sure DNelson@retouchpro.com is not blocked.
But email is still not getting through.
As far as I can see it is now a problem at Retouch Pro where the email sent out does not meet AOL requirements.
I think Doug has the answer

AOL forbid "in-addr.arpa" in rdns listings (ie: shared IP addresses).

Unless this is sorted out I can’t think of anything else to try.

Is there any way that email could be redirected through a non-shared IP?


Ken.

[Doug Nelson]

I seem to have fixed it. 3 new AOL users successfully registered yesterday, our first ones in months. But now I'm getting other errors, so unless it turns out to be a coincidence I might have to unfix it.

[Cameraken]

Yes. Its Working.

Ken.

[Britsdad]

Even if it is working I can't change my e-mail address in the options, because it says "the e-mail address is already in use"....ie me, from when I tried to register without any joy.

[Doug Nelson]

Email or PM me with the email address you'd like to use and I'll delete that account.

[Cameraken]

Doug.

Congratulations on (hopefully) getting this problem sorted.
I don’t know if this will help you in any way but I am posting track back info from AOL. It may be of use to you.

Ken.

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