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Frequent errors linked to messaging software
This guide may help you identify and correct most of the configuration errors for an email address in messaging software such as Microsoft Outlook or Mozilla Thunderbird. It should enable you to resolve a possible login failure or a recurrent problem with your application.
The messaging server is incorrect
Always use the mail.infomaniak.com server (for incoming IMAP and outgoing SMTP servers).
The Internet connection limits certain ports, etc.
Try to access your emails through a different network (WiFi, shared 3G/4G connection, or any other Internet connection).
The antivirus program or the firewall is blocking the messaging software
Temporarily disable your security software to check whether you can then download your emails normally. If that works, please contact the publisher of the security software you are using.
The email address has not yet been created
After ordering an Email Service, you must create the email addresses you wish to configure in your messaging software.
Outgoing authentication is disabled
The outgoing server must be configured with authentication. Enter your user name (your full email address) and its password in the relevant authentication boxes.
The address is simultaneously read by 2 protocols
Do not check an email box with different devices configured in POP3 and IMAP, because these two protocols do not work well together.
The email account password is incorrect
You may have configured your email address with the password which you use to log in to your Infomaniak account whereas your email address password should actually be different.
- Click on the following link to check that you are using the right password: https://tools.infomaniak.com/emailchecker
- If necessary, change your email address password:https://faq.infomaniak.com/2017
Please note: depending on your keyboard settings, pressing A may give the letter Z, and pressing Q may give the letter A, for example. Type your password using a word-processing program in order to check that you are actually entering the right password in your messaging software.
Some versions of various software (such as Outlook) require the configuration settings window to be confirmed several times.
Other software (such as Apple Mail) must be rebooted to take their new settings into account. Furthermore, a message that is being written and is saved in the Draft folder may not take any configuration modifications into account. To test the send function, you must therefore draft a new message.