Troubleshooting IMAP | Zoho CRM Help

Troubleshooting IMAP

1. During the IMAP integration, there is an error message which says "Connect Error" or "Unable to connect".

I. Make sure to enter the accepted port numbers for IMAP:
  1. Ports for incoming: 993 and 143
  2. Ports for outgoing: 465, 587, and 25
II. Ensure that you are entering the correct server details. To confirm whether the server details are correct, go to https://zohomail.tools/#domainDetails and enter the domain name to check who the email service provider is.

III. Check whether the ports are open. Go to https://zohomail.tools/#portCheck and enter the server name and port number. If the ports are closed, then check with the email service provider to open the ports.

IV. If the ports are open and you are still getting the connect error, try setting up the IMAP with the same server details in other applications like MS Outlook, Thunderbird, etc. If it works in the other applications and the error is only in Zoho CRM then you can contact our support team and check with your email service provider to get the correct server details.

V. Check this link to ensure you are using the correct port number:https://www.arclab.com/en/kb/email/list-of-smtp-and-imap-servers-mailserver-list.html
2. During the IMAP configuration, there is an error message which says "Authentication Failed" or "Invalid credentials"

  1. Make sure that the password you entered is correct. To verify the password, log in to your webmail with the same password by typing in the password instead of using auto-fill.
  2. Check whether TFA is enabled in webmail. If it is enabled, generate an app-specific password in the webmail and use the app-specific password in CRM's IMAP settings.
If the issue still persists, please contact our support team (support@zohocrm.com).
3. Authentication takes a long time, followed by the "Server Disconnected" error message. 
In most cases, this means that server details are incorrect. Confirm who your email service provider is by going to https://zohomail.tools/#portCheck and entering the domain name of your email address. Once you find out who your email service provider is, enter the correct server details and try again.

4. I am unable to send an email and am seeing the "Authentication unsuccessful" error message.

This happens when the password is incorrect or has expired for the outgoing server details in IMAP settings.

  1. Go to the IMAP settings and update the password.
  2. Ensure that the password is also updated in the outgoing mail server details.
5. Some emails are not displayed in the Emails related list of records.
Open your webmail and check whether the emails are available in the Inbox or Sent Item folder. All the emails in these folders will be synced with CRM. Check the folders in the web version of your email account and not in other applications like MS Outlook as the IMAP sync is only with webmail.
If the emails are present in webmail and not in CRM, contact our support team.
6. "You cannot use this account as it has been used to configure IMAP. Please use a different account" error shown when I go to the IMAP setup

This means that the email address has already been used for IMAP configuration in another CRM account. If you know the account it has been configured in, deactivate the IMAP in that account and then try configuring IMAP in the correct account. If this does not work or you do not know which account it is configured in, contact our support team. 
7. Even though I am a user with the Administrator profile, I get the following error message when I open the Email Settings page: "Permission Denied. Contact your administrator."


This means that another user with the administrator profile has locked the IMAP configuration. It must be unlocked before you can access the email settings.
To unlock the configuration,
  1. Go to Setup > Users and Control > Security Control > Zoho Mail Add-on User. 
  2. Click the Unlock Configuration button next to the user's name.
8. An email displayed twice in my CRM account. 
If the Store sent messages on the server checkbox is enabled in the IMAP Settings page, the emails will be displayed twice. Disable this checkbox to show the emails only once.

9. I get the following error message when I go to Setup > Channels > Emails: "You do not have sufficient permissions to perform this operation. Contact your administrator."

This error message means your email configuration settings are locked. A user with the Administrator profile needs to unlock it for you.
  1. Go to Setup > Users and Control > Security Control > Zoho Mail Add-on User.
  2. The users who have configured IMAP in their CRM accounts are listed here. Once an admin has unlocked configuration settings for you, you will be able to access the Email Setup page. 

If an administrator runs into this issue, they will need another administrator to unlock the configuration for them.
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