Password/Basic Authentication Errors (Zoho Mail, Yahoo)

During the IMAP/POP3 configuration, there is an error message that says "Authentication Failure for <email id>" or "Invalid credentials" 

• Incorrect Password: Confirm the accuracy of the entered password by logging in to your webmail using the same password. Type the password manually rather than relying on auto-fill to ensure verification.
  

• TFA related Error: Verify if Two-Factor Authentication (TFA) is activated in your webmail account. If enabled, create an app-specific password within the webmail settings and apply this unique password in the IMAP/POP3 settings of your CRM.
   

OAuth/ Modern Authentication Errors (Gmail, Outlook, Office 365, Gmail API Integration)

How do I resolve the errors that I get during Office 365/MS Outlook integration with Zoho CRM?   

1. Error: Unable to get SMTP email
   

1. Log in to Microsoft 365 admin center and go to Users > Active Users.
   
2. Select the user whose email address is used to integrate with Zoho CRM, then click Mail in the side pane that pops out.
   
3. Click Manage Email Apps in the Email apps section.
   
4. Select the Authenticated SMTP setting if it is not already selected.
   If the option is already selected, unselect it and select it again.
5. Click Save Changes.
   

      For more information about this error, click here.

Microsoft Support advises users to make sure that their User Principal Name (UPN) and email address are the same in their Identity Provider (IDP).

3. Scope Mismatch: Error message 'The provided resource value to the input parameter 'scope' is not valid'
   If the user attempts to integrate their Outlook account in Office 365 or vice versa, an error will be thrown. The user should ensure configuring the right MS account for the chosen provider.
   

Why did my emails stop syncing inside my Zoho CRM account after changing my Gmail password?

What shall I do if I get Gmail SMTP errors?  

What shall I do if I get Outlook SMTP errors? 

Other Configuration-related errors

During the IMAP/POP3 integration, there is an error message that says "Unsupported or Unrecognized SSL message" or "Could not connect to host". 

• Port related Error:
  

1. Ensure that the accepted port numbers for IMAP/POP3 are correctly entered:
   

• Ports for incoming emails: 993 and 143
  
• Ports for outgoing emails: 465, 587, and 25
  

2. Confirm the status of open ports. Visit https://zohomail.tools/#portCheck and input the server name and port number. If the ports are closed, contact your email service provider to open them.
   
3. Validate your port number usage by referring to this link: https://help.zoho.com/portal/en/kb/crm/connect-with-customers/email/email-tips-guidelines/articles/a-list-of-smtp-and-imap-server
4. If the ports are open but you still encounter a connection error, attempt setting up IMAP/POP3 with the same server details in alternative applications such as MS Outlook, Thunderbird, and so on. If successful in other applications but not in Zoho CRM, reach out to our support team support@zohocrm.com.
   
   

• Server related Error:
  

1. Verify that the server details are accurate. To confirm, visit https://zohomail.tools/#domainDetails and input the domain name to identify the email service provider.
   
2. During the IMAP/POP3 integration, there is an error message that says "Unsupported or Unrecognized SSL message" or "Could not connect to host".
   
3. Authentication takes a long time, followed by the "Server Disconnected" error message. 
   In most cases, this indicates that the server details are incorrect. Confirm your email service provider by visiting https://zohomail.tools/#portCheck and entering the domain name associated with your email address. Once you identify your email service provider, input the accurate server details and attempt the operation again.

During the IMAP/POP3 configuration, there is an error message that says "Authentication Failure for <email id>" or "Application specific password required" 

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

1. Go to the IMAP/POP3 configuration settings and update the password.
   
2. Ensure that the password is also updated in the outgoing mail server details.
   

An email is getting displayed twice in my CRM account.  

However, if this feature is turned on for SMTP servers that already save sent emails by default, it may result in having duplicate emails in the inbox. To display the emails only once, please disable this checkbox.

My account is not enabled for IMAP access. 

Enable IMAP in your mail provider settings.

TFA is not enabled in mail server but while typing password am getting "Authentication Failure for <email address> 

You are likely typing the wrong password for your mailbox. Double check that you are using the correct password and try again.

What should users do when they experience connection issues? The message displayed in the screenshots below provides guidance.

Users should deactivate and reconfigure their email configuration to resolve the connection issues. This will allow them to continue sending and syncing emails in Zoho CRM.

Why am I Getting 'Unable to get user email' error  in Microsoft office 365 configuration?

1. Log in to portal.azure.com.
   
2. Click on the Search Bar at the top and type "Users".
   
3. In the list of users, type the email address of the user who is facing the issue.
   
4. Click on the user's name.
   
5. This will take you to the page, where you can see the user's User Principal Name (UPN) and email address, as well as the rest of the details available in the MS Portal.
   

 Sync status: ''In Progress' Taking a long time to sync the email 

• This depends on the size of the webmail. If thousands of emails are present in the webmail, then it may take hours to sync the emails.
  
• When configuring your mailbox with Zoho CRM, the initial email synchronization depends on several factors: the number of emails in the source mailbox, the size of any attachments, and the data transfer policies set by your email provider. For example, Gmail limits data transfers via IMAP/POP3 to 2.5 GB per day. If your account holds 10 GB of data, it would take at least 96 hours from the time of configuration to fully synchronize all emails between the mailbox and CRM.
  
• If it is taking more than the expected number of days or hours, please contact us at support@zohocrm.com and raise the ticket with a screenshot and the email address that has been integrated to check further in the backend.
  

While doing IMAP configuration, I am getting a 'Account Already Configured'' error.

1. For IMAP, the accepted port numbers for incoming ports are 993 and 143 and for SMTP, out going ports are 465, 587, 25
   
2. Ensure whether you are entering the correct server details. To confirm whether the server details are correct, first confirm who the email service provider is by going to https://zohomail.tools/#domainDetails/MX and entering the email address there. It will let you know who is the email service provider.
   
3. Check whether the ports are open by going to https://zohomail.tools/#portCheck and by entering the server name and port number. If ports are closed, then check with the email service provider to open the ports.
   
4. If ports are open and still getting an connect error, check whether you are able to do IMAP with the same server details in any other application like Outlook, Thunderbird, etc. If it works in another application, then assign the ticket with a screenshot. If not, check with the Email service provider to get the correct server details.
   
5. For usage of the correct port number, refer to this link.
   
6. If the issue still persists, please contact us at support@zohocrm.com and share the screenshot and a confirmation that the above steps are done. 
   

Common Errors:  

Some emails are not displayed in the Emails related list of records. 

"Cannot complete email configuration as the email account you are trying to integrate has already been used by another user <<User name>> within you organization.

Why am I unable to make changes in my email configuration screen despite having an Administrator profile? 

Note: If an administrator encounters this issue, they will require assistance from another administrator to unlock the configuration.

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." 

Email Sharing Errors: 

I have set the email sharing permission as private, yet other users can see the emails.

1. You need to check whether the email was sent from CRM servers or from an IMAP/POP mailbox. If an email is sent from CRM, regardless of the email sharing settings, it will be available to all users who have access to the record. Email sharing settings only apply to emails sent or received from an IMAP/POP mailbox.
   

• If everything is done correctly and you are having issues in email sharing permission, please feel free to contact us to support@zohocrm.com.
  

Certain emails are not showing up inside the email related list of records. 

1. Open up the webmail and check whether the emails are present in the inbox or the 'sent item' folder. Whatever emails present in these folders will be synced to CRM by default.
   (Check in the webmail and not in other applications like Outlook, IMAP sync takes place with the webmail and not with other applications like the desktop version of outlook).
2. For IMAP, please check whether the folder is enabled for IMAP in your email service provider settings. mails will sync to CRM only when this is enabled.