Mail module troubleshooting
General issues
Q:I connected my mail account to the Mail module, but keep getting an error about an invalid login or password. What is the reason?
A:The reason is that either the login or the password you entered is not correct. Check the entered credentials and try 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 are trying to use cannot be added automatically and must be entered manually. Refer to this article 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 an established connection failed because the 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 may be because the server is not available at its registered IP address or has other major connectivity problems. Check if the server is currently available using the mail service web interface, if available, and check the POP3, IMAP, or SMTP server address you entered and its spelling. Note that these addresses are usually different from the mail service address and have a prefix like pop, imap, or smtp at 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 a server availability issue. Check if the server is currently available using the mail service web interface, if available, 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 heavy traffic to or from the server and a long server response time. Check if the server is currently available using the mail service web interface, if available, 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 of your mail provider, which is used to send mail messages, does not support authentication when being connected. Disable authentication for it: go to the Advanced settings for the mail account, find the 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 security reasons. If you need to see the inline or background images from the received email, use the Show images button to show them. If some images are still not shown after that, ask the sender to send these images or an HTML version of the page as an attachment. In this case, everything should be delivered correctly.
Q:I am trying to send a message with an .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 sending files with the .exe extension as an attachment for security reasons. This is a normal behavior of some mail services, e.g., Gmail.com. If you still need to send such a file, we recommend putting it into an archive, e.g., .zip or .rar, and protecting it with a password. Once you tell the recipient the archive password, they will be able to unpack it and get the .exe file.
Q:I cannot connect my account to the ONLYOFFICE Mail service.
A:Try to sign in to the mail account you are trying to add using its web interface, if available, with the login and password you usually use for it. The reason might be that it blocks sign-in attempts for security reasons, in which case you should see a notification in the web interface, or that your password has changed. If you use a corporate mail service and try to connect it to the ONLYOFFICE Mail module, you will need to ask your company administrator for the correct credentials and settings for the account connection.
Q:The ONLYOFFICE Mail module does not work. I use the Microsoft Internet Explorer browser. Is it not supported?
A:The latest versions of Microsoft Internet Explorer are supported. Try to reset the browser parameters to the default values.
Issues with Gmail.com service
Q:I own a website and have a corporate Gmail mail service with the "mail@example.com" address connected to my domain. I try to connect my mail to the ONLYOFFICE Mail module but fail. What can be done?
A:Follow the steps below:
- Complete the appropriate fields with the login and password of your mailbox account.
- Open the advanced settings window using the Advanced button.
- 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. A wider list of the settings for the most popular mail services is available in this article. - Leave the login and password unchanged.
- Click Save.
Now the account should connect properly.
Q:I cannot connect my Gmail account. What can be done?
A:Try to access your account using the Gmail web interface. The reason might be that Gmail restricts the ONLYOFFICE Mail module access to your account for security reasons. You will see a notification about that in your mailbox. Allow access for the ONLYOFFICE Mail module in the Gmail settings and try to connect the account to the portal again.
Q:My Gmail account cannot be connected to the ONLYOFFICE Mail. When I enter Gmail using the web interface, there are no notifications there about the ONLYOFFICE Mail. What can be done?
A:The reason might be that you have enabled two-step verification for the mailbox access. If so, create an application-specific password for the ONLYOFFICE Mail module. Follow this 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. Copy it, open the ONLYOFFICE Mail module, and try to connect the Gmail account again using the password you received from the Gmail service instead of your account password.
Q:I am trying to connect my Gmail account to the ONLYOFFICE Mail module, but an error occurs.
A:Try to connect your Gmail account via OAuth (Google Connect).
Q:I am 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 ONLYOFFICE Mail module. Alternatively, you can use OAuth (Google Connect).
Q:I connected my Gmail account with two-step verification to the ONLYOFFICE Mail module. The problem is that I cannot send messages in the ONLYOFFICE Mail module, as 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 ONLYOFFICE Mail module, follow these steps:
- Generate a one-time password in the Gmail web interface for connecting your Gmail account to a third-party email client.
- Open the ONLYOFFICE Mail module, open the Settings section of the left-side menu, and select the Accounts Management option.
- Right-click your Gmail account, select the Edit menu option, and enter the one-time password you generated in Step 1.
Your Gmail account will be connected anew, and you will be able to send messages.
Q:I connected my Gmail account via the IMAP protocol, but I only receive 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 the IMAP protocol, i.e., the Show in IMAP checkbox next to the Sent Mail label must be selected.
Q:I connected my Gmail account and now get both the previously received and sent messages from there to my ONLYOFFICE Mail Inbox folder. Have I done something wrong?
A:No, nothing is wrong. It is a feature of how Gmail works with the POP3 protocol: it sends both received and sent messages.
Q:I connected my Gmail account but received no mail. Where is it?
A:Try to access your account using the Gmail web interface. The reason might be that Gmail restricts the ONLYOFFICE Mail module access to your account for security reasons. You will see a notification about that in your mailbox. Allow access for the ONLYOFFICE Mail module in the Gmail settings and go to the ONLYOFFICE Mail module; after that, your mail should be received correctly.
Q:I connected my Gmail account and allowed third-party applications to access it on the security settings page, but still received no mail. Where is it?
A:It might happen that you had received your mail before you connected your Gmail account to the ONLYOFFICE Mail module, using a desktop or mobile mail client. The Gmail.com service allows receiving mail via the POP3 protocol only once, marking it as downloaded after that and not allowing it to be received again.
Q:I connected my Gmail account, received all the messages, but cannot send anything. What is wrong?
A:Try to access your account using the Gmail web interface. The reason might be that Gmail asks you to authorize again for security reasons, to prove that it is you who is trying to connect to your mailbox using a third-party application, i.e., the ONLYOFFICE Mail module.
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 the OAuth authentication model, no private mailbox data, such as logins or passwords, 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, either by you or due to some Google issues. In this case, you will need to reconnect your mailbox to the portal.
To do that, go to Settings > Accounts Management and click the corresponding mail account. The Account Settings dialog window will open. Click Google Reconnect 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 the credentials, and I am sure they are correct, but I keep receiving the 'Username and Password not accepted' error. What is wrong?
A:To connect to third-party applications, you need to generate a password. These passwords can only be used if two-step verification is enabled. To generate the required password,
- Go to the official My Google Account page.
- Open the Security section on the left.
- Select App Passwords. Note that the two-step verification option must be enabled. Click Select app, then Select device, and Generate a 16-character password.
- Click Done.
To find more information about signing in with App Passwords, refer to this page.
Issues with Hotmail.com / Outlook.com services
Q:I try to connect my Outlook mail to the ONLYOFFICE Mail module but fail. What can be done?
A:Follow the steps below:
- Complete the appropriate fields with the login and password of your mailbox account.
- Open the advanced settings window using the Advanced button.
- 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. A wider list of the settings for the most popular mail services is available in this article. - Leave the login and password unchanged.
- Click Save.
Now the account should connect properly.
Q:I am trying to connect my Hotmail.com account, but an error occurs.
A:Try to access your account using the Hotmail.com web interface. Hotmail.com may block suspicious connection attempts. Confirm that it is you who is trying to connect the email account to the ONLYOFFICE Mail module by entering the CAPTCHA code.
Q:I connected my Outlook account to the ONLYOFFICE Mail module but cannot send messages, as 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 ONLYOFFICE Mail module to work with your Outlook mail account.
Issues with Yahoo.com service
Q:I try to connect my Yahoo mail to the ONLYOFFICE Mail module but fail. What can be done?
A:Follow the steps below:
- Complete the appropriate fields with the login and password of your mailbox account.
- Open the advanced settings window using the Advanced button.
- 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. A wider list of the settings for the most popular mail services is available in this article. - Leave the login and password unchanged.
- Click Save.
Now the account should connect properly.
Q:I cannot connect my Yahoo.com account to the ONLYOFFICE Mail module although I am sure I entered all the parameters, including the login and password, correctly. What am I doing wrong?
A:The Yahoo.com service allows POP3 connections for paid accounts only. If you do not have a paid account, you can connect your Yahoo.com mailbox to the ONLYOFFICE Mail module 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. Follow the steps below:
- Sign in to Yahoo Mail and go to your Account security page.
- Click the Generate app password link.
- Enter your application name and click Generate.
- Click Done.
- Use this app password and your email address to sign in to your email app.
Issues with Mail.ru service
Q:I try to connect my Mail.ru mail to the ONLYOFFICE Mail module but fail. What can be done?
A:Follow the steps below:
- Complete the appropriate fields with the login and password of your mailbox account.
- Open the advanced settings window using the Advanced button.
- 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. A wider list of the settings for the most popular mail services is available in this article. - Leave the login and password unchanged.
- Click Save.
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 ONLYOFFICE Mail module. What can be done to hide it?
A:The Mail.ru service sends both incoming mail and spam via the POP3 protocol by default; it is a feature of this mail service. You can select the folders to be used for POP3 transfer on 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 because the Mail.ru service tries to protect its mail. It can be resolved by creating an application password. Follow the steps below:
- Go to your Mail.ru account settings > Security > Two-factor authentication > Password for third-party apps.
- Click Add.
- Enter the application name and click Continue.
- Copy the code and click Close.
- Enter this code instead of the main password when you connect your Mail.ru account to the ONLYOFFICE Mail module.
Issues with Yandex.ru service
Q:I own a website and have a corporate Yandex Mail service with the "mail@example.com" address connected to my domain. I try to connect my mail to the ONLYOFFICE Mail module but fail. What can be done?
A:Follow the steps below:
- Complete the appropriate fields with the login and password of your mailbox account.
- Open the advanced settings window using the Advanced button.
- Enter the 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. A wider list of the settings for the most popular mail services is available in this article. - Leave the login and password unchanged.
- Click Save.
Now the account should connect properly.
Q:I successfully connected my Yandex.ru account via the IMAP protocol, but I receive messages without tags.
A:The Yandex.ru service uses tags within its own web interface; the tags are not transferred via the 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 because the Yandex.ru service tries to protect its mail. It can be resolved by creating an application password. Follow the steps below:
- Go to the https://passport.yandex.ru/profile page.
- Click Setup application password.
- Select the Mail application type.
- Select or specify your operating system.
- Specify the application name and click Add.
- Use the suggested password.
- Click Done.
Issues with your own domains
Issues after you add your own domain to the mail server
Q:I added my own domain and created mailboxes using the Mail Server feature, but I cannot send or receive messages.
A:Verify that you have added the MX (Mail Exchange) record in your domain DNS settings correctly. The MX record determines where to deliver email messages. The data required to configure your domain MX record so that it points to Mail Server is provided in the Add domain wizard in the ONLYOFFICE Mail Server section.
The reason might also 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 
icon next to the domain name on the ONLYOFFICE 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:Verify that you have 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 you to add a unique digital signature to your outgoing messages so that recipients can check if the messages really come from your domain. If these records are configured correctly, the likelihood that your messages will end up in spam decreases. The data required to configure all the DNS records for your domain is provided in the Add domain wizard in the ONLYOFFICE Mail Server section.
The reason might also 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 icon next to the domain name on the ONLYOFFICE 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 sent and delivered correctly, with one exception: they go into Spam if recipients have accounts at live.com, hotmail.com, or outlook.com.
A:These services do not use live DNS lookup for SPF and Sender ID verification; consequently, they do not 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:
- Follow the link: http://www.microsoft.com/mscorp/safety/technologies/senderid/resources.mspx
- In the Sender ID Tools section, click the Submit a request to have your domain added to the SIDF cache link.
- Select the Sender Information for Hotmail Delivery service in the list.
- Complete the required fields in the form that opens and click Submit.