Q:I connected my mail account to Mail module, but keep getting an error about invalid login or password. What is the reason?

A:The reason is that either login or password information you entered is not correct. Please check the entered credentials and try once again.

Q:I try to connect my mail account, but get an error about unknown provider settings. What can be done?

A:The reason is that the settings for the mail service you try to use cannot be added automatically and must be entered manually. Please refer to this page or consult your mail service documentation to enter the correct settings.

Q:My mail account fails to connect giving me an error about the server response time ('A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond'). What is this about?

A:The error means that the server, where your mail account is located, could not respond to the request from the Mail module. This could be due to the reason that the server is not available at the IP address registered with it, or has some other major connectivity problems. You should check if the server is available at the moment using the mail service web interface (if there is any), check the mail service address you entered and its spelling (POP3, IMAP or SMTP - please note, that they are usually different from the mail service address and have some prefix like 'pop', 'imap' or 'smtp' in the beginning).

Q:I get the 'The server has unexpectedly disconnected' error. What is the reason?

A:The reason for the server disconnection might be the server availability issue. Please check if the server is available at the moment using the mail service web interface (if there is any) or try again later.

Q:I get the 'ConnectAsync timeout' error. What does it mean?

A:The error means that the server address you entered exists but has some connectivity problems. This might be due to the heavy traffic to or from the server, the server long response time. You should check if the server is available at the moment using the mail service web interface (if there is any) or wait and try again later.

Q:I get the 'The SMTP server does not support authentication' error. What can be done?

A:This error means that the SMTP server (used to send mail messages) of your mail provider service does not support authentication when being connected. Please disable the authentication for it (go to the Advanced settings for the mail account, find Send mail section and set None as the Authentication Type. Then save the settings and try again.

Q:I get my messages without the inline and background images in them. Why is this so?

A:This is done for the security reasons. If you need to see the inline or background images from the received email use the Show images button to show them. In case some images are not shown even after that, please ask the sender to either send these images or HTML variant of the page as an attachement. In this case everything should be delivered correctly.

Q:I am trying to send a message with the .exe file as an attachment but it fails. Is that forbidden somehow?

A:The reason might be that the mail service you use does not allow to send files with the .exe extension as an attachment for the security reasons. This is a normal behavior of some mail services, e.g. Gmail.com. In case you still need to send such a file we can recommend you put it into an archive (.zip, .rar, etc) and password protect it. After you tell the recipient the password to the archive, he/she will be able to unpack it and get the .exe file.

Q:I cannot connect my account to the online office Mail service. Please help.

A:Try to sign in to the mail account you are trying to add using its web interface (if there is one) with the login and password you usually use for it. The reason might be that it blocks the attempts to sign in for the security reasons (you should see the notification in the web interface if this is the reason) or your password has changed. In case you use a corporate mail service and try to connect it to the online office Mail, you will need to ask your company administrator for the right credentials and settings for the account connection.

Q:The online office Mail does not work. I use Microsoft Internet Explorer browser. Is it not supported?

A:The latest versions of Microsoft IE are supported. Please try to reset the browser parameters to the default values. This can be done using the official Microsoft special utility for that.

Q:I own a web site and have corporate Gmail mail service with the "mail@example.com" address is connected to my domain. I try to connect my mail to the online office Mail but fail. What is to be done?

A:Please try the following steps:

1. Fill in the appropriate fields with the login and password of your mailbox account;
2. Switch to the advanced settings window using the Advanced button;
3. Enter the data from the table below:

   Protocol	Server	Port	Encryption	Authentication
   IMAP	imap.gmail.com	993	SSL
   POP3	pop.googlemail.com	995	SSL
   SMTP	smtp.googlemail.com	465	SSL
   	smtp.googlemail.com	587	TLS/STARTTLS

   More information about Gmail settings can be found in the official documentation here. A wider list of the settings for the most popular mail services is available here.
4. Leave the login and password unchanged;
5. Click the Save button.

Now the account should connect properly.

Q:I cannot connect my Gmail account. What is to be done?

A:Please try to access your account using the Gmail web interface. The reason might be that Gmail restricts the online office Mail access to your account for the security reason. You will see the notification in your mailbox about that. Allow the access for the online office Mail in the Gmail settings and try again to connect the account to the portal.

Q:My Gmail account cannot be connected to the online office Mail. When I enter Gmail using the web interface there are no notifications there about the online office Mail. What can be done?

A:The reason might be that you have enabled 2-step verification for the mailbox access. In case it is really so, try and create an application-specific password for the online office. Please follow the link to create the password. The Gmail service will suggest that you name the application that you want to create the password for and will issue a password afterwards. You will need to copy it, enter the online office Mail and try to connect the Gmail account again using not your account password, but the one you received from the Gmail service.

Q:I'm trying to connect my Gmail account to the online office Mail, but an error occurs.

A:Please try to connect your Gmail account via OAuth (Google Connect).

Q:I'm trying to connect my Gmail account with two-step verification, but an error occurs.

A:After enabling two-step verification under your Gmail account, you should have received a message with the instructions on how to connect your email account to third-party email clients. You need to generate a one-time password and use it for connecting your Gmail account to the online office Mail. Alternatively, you can take advantage of OAuth (Google Connect).

Q:I connected my Gmail account with two-step verification to the online office Mail. The problem is that I cannot send messages in the online office Mail - an error occurs each time. I tried to access my account using the Gmail web interface, but I failed to find any messages there.

A:After enabling two-step verification under your Gmail account, you should have received a message with the instructions on how to connect your email account to third-party email clients. If you enabled two-step verification after connecting your Gmail account to the online office Mail, you need to proceed through these steps:

1. Generate a one-time password in the Gmail web interface for connecting your Gmail account to a third-party email client;
2. Access the online office Mail, open the Settings section of the left-side menu and select the Accounts Management option;
3. Right-click your Gmail account, select the Edit menu option and enter the one-time password you generated at Step 1.

Your Gmail account will be connected anew and you will be able to send messages.

Q:I connected my Gmail account via IMAP protocol, but I receive only messages into the 'Inbox' folder, the messages do not go into the 'Sent' folder.

A:Access your Gmail account settings via the Gmail web interface and make sure the 'Sent' folder is available via IMAP protocol, i.e. the 'Show in IMAP' box next to the 'Sent Mail' label must be checked.

Q:I connected my Gmail account and now get both the previously received and sent messages from there to my online office Mail Inbox folder. Have I done something wrong?

A:No, nothing is wrong. It is a feature of Gmail work with the POP3 protocol that it sends both received and sent messages.

Q:I connected my Gmail account but receive no mail. Where is it?

A:Please try to access your account using the Gmail web interface. The reason might be that Gmail restricts the online office Mail access to your account for the security reason. You will see the notification in your mailbox about that. Allow the access for the online office Mail in the Gmail settings and go to the online office Mail after that, your mail should be received alright.

Q:I connected my Gmail account, allowed to access it by third-party applications at the security settings page, but still receive no mail. Where is it?

A:It might happen that you had received your mail before you connected your Gmail account to the online office Mail using a desktop or mobile mail client. Gmail.com service allows to receive the mail via POP3 protocol once only marking it 'downloaded' after that and not allowing to get it again.

Q:I connected my Gmail account, received all the messages, but cannot send anything. What's wrong?

A:Please try to access your account using the Gmail web interface. The reason might be that Gmail will ask you to authorize again for the security reasons to prove that it was you who wants to connect to your mailbox using a third-party application, i.e. the online office Mail.

Q:I connected my Gmail account using the OAuth (Google Connect) and later it stopped working. What can I do to reconnect?

A:When connecting via Google Connect, which uses OAuth authentication model, no private mailbox data such as login or password is sent to the portal Mail module. That is why you cannot change any such settings later in the mailbox parameters. During the connection the portal is given permission to access your Gmail mail box using the issued permission token. Sometimes it might happen that the permission is revoked (you can either do it yourself or this might happen due to some Google issues). You will need to reconnect your mailbox to the portal once again.

To do that go to the Settings - Accounts Management and click the proper mail account. The Account Settings dialog window will be opened. Click the Google Reconnect button to go through the Google Connect procedure once again. After that your mailbox should be back up and running.

Q:I added my Gmail account and entered credentials and I'm sure they are correct, but I keep on recieving the ‘Username and Password not accepted’ error. What's wrong?

A:To connect to third-party applicaitons, you need to generate a password. These passwords can only be used if two-step verification is enabled. To generate the required password,

1. go to the official My Google Account page;
2. open the Security section on the left;
3. select App Passwords (you must have two-step verification option enabled), Select app, then Select device and Generate a 16-character password;
4. click Done.

To find more information about signing in with App Passwords, visit this page.

Q:I try to connect my Outlook mail to the online office Mail but fail. What is to be done?

A:Please try the following steps:

1. Fill in the appropriate fields with the login and password of your mailbox account;
2. Switch to the advanced settings window using the Advanced button;
3. Enter the data from the table below:

   Protocol	Server	Port	Encryption	Authentication
   IMAP	imap-mail.outlook.com	993	SSL
   POP3	pop-mail.outlook.com	995	SSL
   SMTP	smtp-mail.outlook.com	587	TLS/STARTTLS

   More information about Outlook settings can be found in the official documentation here. A wider list of the settings for the most popular mail services is available here.
4. Leave the login and password unchanged;
5. Click the Save button.

Now the account should connect properly.

Q:I'm trying to connect my Hotmail.com account, but an error occurs.

A:Please try to access your account using the Hotmail.com web interface. It may happen that Hotmail.com blocks suspicious connecting attempts. Please confirm that it's you who tries to connect the email account to the online office Mail by entering the CAPTCHA code.

Q:I connected my Outlook account to the online office Mail but cannot send messages – an error occurs. When I access my account at www.outlook.com, everything is OK, there are no additional messages there.

A:When your Outlook mail account is successfully connected, you should receive a message with the following subject: Please sign in to your Outlook.com account. Open and read this message. Follow the link it contains to allow the online office Mail application to work with your Outlook mail account.

Q:I try to connect my Yahoo mail to the online office Mail but fail. What is to be done?

A:Please try the following steps:

1. Fill in the appropriate fields with the login and password of your mailbox account;
2. Switch to the advanced settings window using the Advanced button;
3. Enter the data from the table below:

   Protocol	Server	Port	Encryption	Authentication
   IMAP	imap.mail.yahoo.com	993	SSL
   POP3	pop.mail.yahoo.com	995	SSL
   SMTP	smtp.mail.yahoo.com	465	SSL
   	smtp.mail.yahoo.com	587	TLS/STARTTLS

   More information about Yahoo settings can be found in the official documentation here. A wider list of the settings for the most popular mail services is available here.
4. Leave the login and password unchanged;
5. Click the Save button.

Now the account should connect properly.

Q:I cannot connect my Yahoo.com account to the online office Mail although I am sure I entered all the parameters (including login and password information) correctly. What am I doing wrong?

A:Yahoo.com service allows the POP3 protocol connection for paid accounts only. If you do not have a paid account you can connect your Yahoo.com mailbox to the online office Mail via the IMAP protocol.

Q:I get the following error: 'IMAP response: LOGIN Invalid credentials, SMTP response: The SMTP Server has unexpectedly disconnected'. What can be done?

A:You need to generate a password to connect to third party apps. Please perform the following steps:

1. Sign in to Yahoo Mail and go to your "Account security" page;
2. Click the "Generate app password" link;
3. Enter your application name and click the Generate button;
4. Click Done;
5. Use this app password and your email address to sign in to your email app.

Q:I try to connect my Mail.ru mail to the online office Mail but fail. What is to be done?

A:Please try the following steps:

1. Fill in the appropriate fields with the login and password of your mailbox account;
2. Switch to the advanced settings window using the Advanced button;
3. Enter the data from the table below:

   Protocol	Server	Port	Encryption	Authentication
   IMAP	imap.mail.ru	993	SSL
   POP3	pop.mail.ru	995	SSL
   SMTP	smtp.mail.ru	465	SSL

   More information about Mail.ru settings can be found in the official documentation here. A wider list of the settings for the most popular mail services is available here.
4. Leave the login and password unchanged;
5. Click the Save button.

Now the account should connect properly.

Q:I see the mail from the Spam box of my Mail.ru account in my Inbox of the online office Mail. What is to be done do hide it?

A:Mail.ru service sends both incoming mail and spam via POP3 protocol by default, it is a feature of this mail service. You can select the folders to be used for POP3 protocol transfer at the Mail.ru account settings page.

Q:I get the 'Account connection error': '1: IMAP response: The IMAP server has unexpectedly disconnected. SMTP response: Authentication failed. Please verify your account by going to... 2: POP3 response: The POP3 server has unexpectedly disconnected. SMTP response: Authentication failed. Please verify your account by going to...'. What can be done?

A:This error can occur due to the reason that the Mail.ru service tries to protect its mail. It can be resolved by creating the application password. Please perform the following steps:

1. Go to your Mail.ru account settings -> Security -> Two-factor authentication -> Password for third-party apps;
2. Click the Add button;
3. Enter the application name and click Continue;
4. Copy the code and click Close;
5. Enter this code instead of the main password when you connect your Mail.ru account to the ONLYOFFICE Mail.

Q:I own a web site and have corporate Yandex Mail service with the "mail@example.com" address is connected to my domain. I try to connect my mail to the online office Mail but fail. What is to be done?

A:Please try the following steps:

1. Fill in the appropriate fields with the login and password of your mailbox account;
2. Switch to the advanced settings window using the Advanced button;
3. Enter data from the table below:

   Protocol	Server	Port	Encryption	Authentication
   IMAP	imap.yandex.ru	993	SSL
   POP3	pop.yandex.ru	995	SSL
   SMTP	smtp.yandex.ru	465	SSL

   More information about Yandex.ru settings can be found in the official documentation here. A wider list of the settings for the most popular mail services is available here.
4. Leave the login and password unchanged;
5. Click the Save button.

Now the account should connect properly.

Q:I successfully connected my Yandex.ru account via IMAP protocol, but I received messages without tags.

A:Yandex.ru service uses tags within its own web interface, the tags are not transferred via IMAP protocol.

Q:I get the following error: 'LOGIN invalid credentials or IMAP is disabled sc=t8IIIZ3Ega61_091208_4-942c2e25e663 SMTP response:5.7.8 Error: authentication failed: Invalid user or password!'. What can be done?

A:This error can occur due to the reason that the Yandex.ru service tries to protect its mail. It can be resolved by creating the application password. Please perform the following steps:

1. Go to the https://passport.yandex.ru/profile page;
2. Click the Setup application password button;
3. Choose the Mail application type;
4. Select or specify your operating system;
5. Specify the application name and click Add;
6. Use the suggested password;
7. Click the Done button.

Q:I added my own domain and created mailboxes using the Mail Server feature, but I cannot send/receive messages.

A:Please verify, if you've added the MX (Mail Exchange) record in your domain DNS settings correctly. The MX record determines where to deliver email messages. The necessary data to configure your domain MX record so that it points to Mail Server are being provided in the Add domain Wizard within the online office Mail Server section.

Besides, the reason might be that the DNS record for your domain has not been updated yet. It may take up to 24 hours for the changes to take effect.

To verify your domain DNS settings, you can use your domain settings panel or click the Actions button next to the domain name on the online office Mail Server page and select the DNS Settings option from the menu. The your_domain_name domain settings window will open, where you can see which of the records are not updated yet.

Q:The messages are being sent, but they are going into recipients' Spam folders.

A:Please verify, if you've added the SPF (Sender Policy Framework) and DKIM (DomainKeys Identified Mail) records in your domain DNS settings correctly. The SPF record proves that Mail Server is authorized to send email on behalf of your domain. The DKIM record allows to add a unique digital signature into your outgoing messages so that recipients could check if the messages are really come from your domain. If these records are configured correctly, the possibility that your messages will come into spam decreases. The necessary data to configure all the DNS records for your domain are being provided in the Add domain Wizard within the online office Mail Server section.

Besides, the reason might be that the DNS records for your domain have not been updated yet. It may take up to 24 hours for the changes to take effect.

To verify your domain DNS settings, you can use your domain settings panel or click the Actions button next to the domain name on the online office Mail Server page and select the DNS Settings option from the menu. The your_domain_name domain settings window will open, where you can see which of the records are not updated yet.

Q:All the messages from Mail Server are being sent and delivered correctly, but for one exception: they are going into Spam, if recipients have accounts at live.com, hotmail.com, outlook.com.

A:These services don't use live DNS lookup for SPF and Sender ID verification, consequently they don't have access to up-to-date information on your domain DNS records and the sender cannot be authenticated. In this case, the 'Authentication-Results' header of a received message contains the following text: 'spf=temperror'.

You can send a message to senderid@microsoft.com specifying your domain in it. Then the sender ID information will be updated.

You can also insert your SPF record into the Windows Live Hotmail cache. To do that:

1. Follow the link: http://www.microsoft.com/mscorp/safety/technologies/senderid/resources.mspx
2. In the 'Sender ID Tools' section, click the 'Submit a request to have your domain added to the SIDF cache' link.
3. Select the 'Sender Information for Hotmail Delivery' service in the list.
4. Fill in the required fields in the form that opens and click 'Submit'.