Troubleshooting IMAP & POP3 Configuration

Troubleshooting IMAP & POP3 Configuration

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" 

There are multiple reasons why you might see this error:
  • 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.
     
If the problem persists, kindly reach out to our support team at support@zohocrm.com.

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?   

During MS Outlook or Office 365 integration via IMAP-OAUTH or POP3-OAUTH protocols, if you encounter the following errors, please follow the respective steps to resolve them.
  1. Error: Unable to get SMTP email


Solution 1:
  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.

Solution 2:

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

Should these steps not rectify the problem, please reach out to the Microsoft Support Center for assistance.

 

      2. Error: User is authenticated but not connected

This issue can arise when the IMAP connection limit is surpassed. To resolve this, consider terminating any superfluous IMAP connections that have been set up, or approach Microsoft to seek an augmentation of the connection limit.

 

Should these measures prove ineffective, it is advisable to contact Microsoft support for further assistance.
  1. 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.
To learn more about email integration with Zoho CRM, click here.

 

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

This is because the password change will invalidate the OAuth token previously generated at the time of email integration due to the policy of Gmail. You will have to generate a new token to make it work again.  

 

What shall I do if I get Gmail SMTP errors?  

Refer to this support doc by Google to learn more about the Gmail SMTP error and its troubleshooting.
 

What shall I do if I get Outlook SMTP errors? 

Refer to this support doc by microsoft to learn more about the Outlook SMTP error and its troubleshooting.

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

A connection error may occur when there is a port or server-related error while configuring IMAP/POP3 protocols in your CRM account.
  • 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
  1. 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.
  2. 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" 

Please refer to the above Password/Basic Authentication section on this page.

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

This happens when the password is incorrect or has expired for the outgoing server details in IMAP/POP3 settings.

To fix the issue:
  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.  

If the Store sent messages on the server checkbox is enabled in the IMAP/POP3 settings page, the emails will appear duplicated. The Store sent messages on the server option is available because some SMTP servers do not automatically save sent emails. Enabling this option is beneficial for servers that don't save sent mail by default.
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?

This particular issue happens when the username and the primary/principal email address are different.


 
Troubleshooting Steps:

Verify whether the User Principal Name and email are identical in the Users list within the Microsoft Admin Center. If they are not, update the User Principal Name to match the email address. Afterward, proceed with configuring IMAP in the CRM.

To check the User principal name:
  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.
If the issue persists, please get in touch with out support representative at support@zohocrm.com

 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.

This means that the email address has already been configured in another CRM Account. Admin user can check that inside the Zoho Mail Add-on Users page under Setup > Security Control. If you get the account to which it has been configured, then deactivate the integration in the old account so that you can do the email integration in the new account.

 



If you are not sure in which account the email has been configured, please contact us at support@zohocrm.com and raise a ticket consent to deactivate the email so that it can be removed from the backend and then configured with the new account. You need to provide us with a screenshot and the email address that you are trying to integrate.

While doing IMAP integration, getting an error as  'Unable to connect'.  

  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:  


Open your webmail and verify the presence of emails in the Inbox or Sent Item folder. All emails in these folders will be synchronized with CRM. Ensure that you check the folders enabled to "View in IMAP" within the web version of your email account, rather than in other applications like MS Outlook, as the IMAP sync is exclusively with webmail.

If the emails are visible in webmail but not in CRM, please reach out to our support team.

"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.



This indicates that the email address has already been utilized for IMAP/POP3 configuration in another CRM account. To remove the account, an admin can go to the Zoho Mail Add-on Users page from CRM Settings. In the User List section, click the Delete Configuration button against the user account name that was mentioned in the error message.



If this solution does not resolve the issue, or if you are unsure about the account in which it is configured, please contact our support team.

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


This disabled screen indicates that your email configuration settings are locked, and another administrator needs to unlock it for you.

To resolve this:
  1. Navigate to Setup > Users and Control > Security Control > Zoho Mail Add-on User.
  2. In this section, you'll find a list of users who have configured IMAP in their CRM accounts.
  3. Once an administrator unlocks the configuration settings for you, you will gain access to the Email Setup page.
Notes
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." 


Users who lack Email Integration permission in their profile settings will encounter an error when accessing the Emails tab under Channels.

To grant this permission, navigate to Setup > Security Control > Profiles, select the relevant profile, and enable permissions under Setup Permissions > Email & Templates. 

What should you do if you encounter issues syncing emails in CRM using the POP3 protocol?

The POP server has a threshold limit of 50,000 emails. If the number of emails in the POP server exceeds this limit, the server will not allow further email syncing, and the 'POP Threshold Reached' message will be displayed. If the email count surpasses 50,000, users should enable the 'delete messages immediately after fetching' option when configuring their mailbox. Without this setting, emails exceeding the 50,000 limit will not be synced.

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.

  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.
If the emails are present in a different folder in the webmail, then please contact us and we will check from the backend. Please write to us at support@zohocrm.com.

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