Troubleshooting Sell email integration errors

<div class="body">
<div class="docs-wmp-link" style="text-align: right; font-size: 0.8em;"><a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" target="_blank">What's my plan?</a></div>
<p class="p"><img alt="Available on all Sell plans" class="image" id="topic_wqc_klm_h4b__image_d42_2sm_h4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/plan_available_sell_all.png"></p>
<p class="p">This article describes the errors that might occur when setting up an email integration in Sell (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821242266" rel="noopener" target="_blank">Integrating email with Zendesk Sell</a>), including why they occurred and what you can do to fix the problem.</p>
<div class="p">This article covers the following email integration errors:
<ul class="ul" id="topic_wqc_klm_h4b__ul_d5k_rsm_h4b">
<li class="li"><a class="xref" href="#topic_upl_tsm_h4b">001: We couldn't reach your email server</a></li>
<li class="li"><a class="xref" href="#topic_mkj_ytm_h4b">002: We reached your email server but couldn't connect</a></li>
<li class="li"><a class="xref" href="#topic_i4t_j5m_h4b">003: An unknown error occurred while trying to connect to your email server. Try again but if issues persist, please contact support</a></li>
<li class="li"><a class="xref" href="#topic_ifq_w5m_h4b">004: No TLS or SSL certificate found on your email server</a></li>
<li class="li"><a class="xref" href="#topic_v1x_mwm_h4b">005: We located your SSL certificate, but it's not secure</a></li>
<li class="li"><a class="xref" href="#topic_hf4_xwm_h4b">006: The hostname on your SSL/TLS certificate does not match your email server's hostname</a></li>
<li class="li"><a class="xref" href="#topic_jvm_cxm_h4b">007: We couldn't verify the presence of a valid SSL/TLS certificate</a></li>
<li class="li"><a class="xref" href="#topic_srp_3xm_h4b">008: We couldn't establish a secure connection due to an issue with your SSL/TLS certificate</a></li>
<li class="li"><a class="xref" href="#topic_zd3_mxm_h4b">009: We couldn't log in to your email server using given credentials</a></li>
<li class="li"><a class="xref" href="#topic_ovp_txm_h4b">Authentication: Cannot authenticate</a></li>
<li class="li"><a href="#ariaid-title12" target="_self">First sync running</a></li>
<li class="li"><a class="xref" href="#topic_gqd_4cw_z4b">You need to reconnect the same account</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_upl_tsm_h4b">
<h2 class="title topictitle2" id="ariaid-title2">001: We couldn't reach your email server</h2>
<div class="body">
<p class="p"><strong class="ph b">What Happened: </strong>We use the email credentials you provided to first find your email server and then to make a connection to your email server (to sync and send emails in Sell). This error indicates we were unable to complete the first step – we couldn't find or reach your email server.</p>
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<thead class="thead" style="text-align: left;">
<tr class="row">
<th class="entry firstcol cellrowborder" id="d52e117" style="text-align: left; vertical-align: top;"> </th>
<th class="entry cellrowborder" id="d52e119" style="text-align: left; vertical-align: top;">What does that mean?</th>
<th class="entry cellrowborder" id="d52e122" style="text-align: left; vertical-align: top;">What can I do about it?</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<th class="entry firstcol cellrowborder" headers="d52e117" id="d52e131" style="text-align: left; vertical-align: top;">Possibility #1</th>
<td class="entry cellrowborder" headers="d52e131 d52e119" style="text-align: left; vertical-align: top;">In most cases, this error is a result of a typo.</td>
<td class="entry cellrowborder" headers="d52e131 d52e122" style="text-align: left; vertical-align: top;">Check that your IMAP and SMTP settings are spelled correctly. These settings include:
<ol class="ol" id="topic_upl_tsm_h4b__ol_cs2_wtm_h4b">
<li class="li">IMAP server name</li>
<li class="li">IMAP port</li>
<li class="li">SMTP server name</li>
<li class="li">SMTP port</li>
</ol>
Access your email account to locate these IMAP &amp; SMTP settings or contact your IT.</td>
</tr>
<tr class="row">
<th class="entry firstcol cellrowborder" headers="d52e117" id="d52e158" style="text-align: left; vertical-align: top;">Possibility #2</th>
<td class="entry cellrowborder" headers="d52e158 d52e119" style="text-align: left; vertical-align: top;">Another reason could be that your email domain (i.e. name@companyname.com) stopped working.</td>
<td class="entry cellrowborder" headers="d52e158 d52e122" style="text-align: left; vertical-align: top;">Check that you can access your email account outside of Sell.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_mkj_ytm_h4b">
<h2 class="title topictitle2" id="ariaid-title3">002: We reached your email server but couldn't connect</h2>
<div class="body">
<p class="p"><strong class="ph b">What Happened</strong>: We use the email credentials you provided to first find your email server and then to make a connection to your email server (to sync and send emails in Sell). This error indicates that we were able to find your email server, but unable to make a connection with the server.</p>
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<thead class="thead" style="text-align: left;">
<tr class="row">
<th class="entry firstcol cellrowborder" id="d52e199" style="text-align: left; vertical-align: top;"> </th>
<th class="entry cellrowborder" id="d52e201" style="text-align: left; vertical-align: top;">What does that mean?</th>
<th class="entry cellrowborder" id="d52e204" style="text-align: left; vertical-align: top;">What can I do about it?</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<th class="entry firstcol cellrowborder" headers="d52e199" id="d52e213" style="text-align: left; vertical-align: top;">Possibility #1</th>
<td class="entry cellrowborder" headers="d52e213 d52e201" style="text-align: left; vertical-align: top;">The port number you entered is not correct. You have an incoming mail server (IMAP) and an outgoing mail server (SMTP). Both of these servers have ports. We use the port numbers you provide to connect to your email server.</td>
<td class="entry cellrowborder" headers="d52e213 d52e204" style="text-align: left; vertical-align: top;">Check the settings in your email account to ensure you're entering the correct port numbers. You have a IMAP port and a SMTP port - check both.</td>
</tr>
<tr class="row">
<th class="entry firstcol cellrowborder" headers="d52e199" id="d52e225" style="text-align: left; vertical-align: top;">Possibility #2</th>
<td class="entry cellrowborder" headers="d52e225 d52e201" style="text-align: left; vertical-align: top;">A firewall is restricting us from making a connection to your email server.</td>
<td class="entry cellrowborder" headers="d52e225 d52e204" style="text-align: left; vertical-align: top;">You might need to adjust any firewalls in place on your email server. We recommend contacting your IT team for assistance. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831676442" rel="noopener" target="_blank">Configuring allowlist IP addresses</a>.</td>
</tr>
<tr class="row">
<th class="entry firstcol cellrowborder" headers="d52e199" id="d52e241" style="text-align: left; vertical-align: top;">Possibility #3</th>
<td class="entry cellrowborder" headers="d52e241 d52e201" style="text-align: left; vertical-align: top;">Your server is down, very slow, or not responding.</td>
<td class="entry cellrowborder" headers="d52e241 d52e204" style="text-align: left; vertical-align: top;">Disable any firewalls you have in place on your email server.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_i4t_j5m_h4b">
<h2 class="title topictitle2" id="ariaid-title4">003: An unknown error occurred while trying to connect to your email server. Try again but if issues persist, please contact support</h2>
<div class="body">
<p class="p"><strong class="ph b">What Happened</strong>: We use the email credentials you provided to first find your email server and then to make a connection to your email server (to sync and send emails in Sell). This error indicates that we were able to find your email server, but unable to make a connection with the server.</p>
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<thead class="thead" style="text-align: left;">
<tr class="row">
<th class="entry firstcol cellrowborder" id="d52e282" style="text-align: left; vertical-align: top;"> </th>
<th class="entry cellrowborder" id="d52e284" style="text-align: left; vertical-align: top;">What does that mean?</th>
<th class="entry cellrowborder" id="d52e287" style="text-align: left; vertical-align: top;">What can I do about it?</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<th class="entry firstcol cellrowborder" headers="d52e282" id="d52e296" style="text-align: left; vertical-align: top;">Possibility #1</th>
<td class="entry cellrowborder" headers="d52e296 d52e284" style="text-align: left; vertical-align: top;">We didn't anticipate the error and we are unsure of the cause.</td>
<td class="entry cellrowborder" headers="d52e296 d52e287" style="text-align: left; vertical-align: top;">Try again. If you get the same error after multiple attempts, contact <a class="xref" href="https://support.getbase.com/hc/requests/new" rel="noopener" target="_blank">Sell Support.</a>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_ifq_w5m_h4b">
<h2 class="title topictitle2" id="ariaid-title5">004: No TLS or SSL certificate found on your email server</h2>
<div class="body">
<p class="p"><strong class="ph b">What Happened</strong>: We have two requirements for integrating your email in Sell:</p>
<ul class="ul" id="topic_ifq_w5m_h4b__ul_s1c_y5m_h4b">
<li class="li">A valid 3rd party SSL certificate or TLS protocol (either)</li>
<li class="li">IMAP &amp; SMTP settings (must have both enabled on your server)</li>
</ul>
<p class="p">When you set up the email integration, we verify that you meet these two requirements, which are in place for security reasons. This error indicates that we couldn't verify one of these two requirements. Specifically, we could not verify the presence of a SSL certificate or TLS connection on your email server.</p>
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<thead class="thead" style="text-align: left;">
<tr class="row">
<th class="entry firstcol cellrowborder" id="d52e353" style="text-align: left; vertical-align: top;"> </th>
<th class="entry cellrowborder" id="d52e355" style="text-align: left; vertical-align: top;">What does that mean?</th>
<th class="entry cellrowborder" id="d52e358" style="text-align: left; vertical-align: top;">What can I do about it?</th>
</tr>
</thead>
<tbody class="tbody">
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<th class="entry firstcol cellrowborder" headers="d52e353" id="d52e367" style="text-align: left; vertical-align: top;">Possibility #1</th>
<td class="entry cellrowborder" headers="d52e367 d52e355" style="text-align: left; vertical-align: top;">You don't have a SSL certificate (or TLS).</td>
<td class="entry cellrowborder" headers="d52e367 d52e358" style="text-align: left; vertical-align: top;">Purchase a SSL certificate. <a class="xref" href="https://www.sslshopper.com/certificate-authority-reviews.html" rel="noopener" target="_blank">See a list of recommended certificates</a>.</td>
</tr>
<tr class="row">
<th class="entry firstcol cellrowborder" headers="d52e353" id="d52e383" style="text-align: left; vertical-align: top;">Possibility #2</th>
<td class="entry cellrowborder" headers="d52e383 d52e355" style="text-align: left; vertical-align: top;">You have a SSL certificate (or TLS) but it is misconfigured on your email server so that when we check for this, no certificate is returned.</td>
<td class="entry cellrowborder" headers="d52e383 d52e358" style="text-align: left; vertical-align: top;">If you have a SSL certificate, check that it's configured correctly on your email server. <a class="xref" href="https://www.sslshopper.com/ssl-checker.html" rel="noopener" target="_blank">Use SSL Checker to learn more about your SSL configuration</a>.</td>
</tr>
<tr class="row">
<th class="entry firstcol cellrowborder" headers="d52e353" id="d52e399" style="text-align: left; vertical-align: top;">Possibility #3</th>
<td class="entry cellrowborder" headers="d52e399 d52e355" style="text-align: left; vertical-align: top;">Your server is not supporting SSL (or TLS) on the correct port.</td>
<td class="entry cellrowborder" headers="d52e399 d52e358" style="text-align: left; vertical-align: top;">Check that you're entering the correct IMAP and SMTP ports when setting up the integration.
<p class="p"><img class="image img-screenshot" id="topic_ifq_w5m_h4b__image_hb2_zvm_h4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_email_IMAP_SMTP_ports.png" width="300"></p>
</td>
</tr>
<tr class="row">
<th class="entry firstcol cellrowborder" headers="d52e353" id="d52e413" style="text-align: left; vertical-align: top;">Possibility #4</th>
<td class="entry cellrowborder" headers="d52e413 d52e355" style="text-align: left; vertical-align: top;">Your certificate isn't properly assigned to the SMTP or IMAP services.</td>
<td class="entry cellrowborder" headers="d52e413 d52e358" style="text-align: left; vertical-align: top;">Verify which services are assigned to your SSL/TLS certificate and add your SMTP or IMAP service if necessary. For example, see <a class="xref" href="https://docs.microsoft.com/en-us/exchange/architecture/client-access/assign-certificates-to-services?view=exchserver-2019" rel="noopener" target="_blank">Microsoft's documentation on Assigning certificates to Exchange server services.</a>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_v1x_mwm_h4b">
<h2 class="title topictitle2" id="ariaid-title6">005: We located your SSL certificate, but it's not secure</h2>
<div class="body">
<div class="p">
<div class="div">
<p class="p"><strong class="ph b">What Happened</strong>: We have two requirements for integrating your email in Sell:</p>
<ul class="ul" id="topic_v1x_mwm_h4b__ul_vyb_4wm_h4b">
<li class="li">A valid 3rd party SSL certificate or TLS protocol (either)</li>
<li class="li">IMAP &amp; SMTP settings (must have both enabled on your server)</li>
</ul>
<p class="p">When you enable the email integration we verify that you meet these two requirements during setup, which are in place for security reasons. This error indicates that we found a SSL certificate on your email server, but it's not a legitimate or trusted certificate.</p>
This error indicates an issue on your side and related to the SSL certificate. You will need to make a change to set up the email integration successfully. Try the suggested solutions below, but if possible contact your IT team with this information.</div>
</div>
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<tr class="row">
<th class="entry firstcol cellrowborder" id="d52e472" style="text-align: left; vertical-align: top;"> </th>
<th class="entry cellrowborder" id="d52e474" style="text-align: left; vertical-align: top;">What does that mean?</th>
<th class="entry cellrowborder" id="d52e477" style="text-align: left; vertical-align: top;">What can I do about it?</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<th class="entry firstcol cellrowborder" headers="d52e472" id="d52e486" style="text-align: left; vertical-align: top;">Possibility #1</th>
<td class="entry cellrowborder" headers="d52e486 d52e474" style="text-align: left; vertical-align: top;">You have a SSL certificate but it's self-signed. In other words, your SSL certificate is not validated by a trusted Certificate Authority (companies who provide valid 3rd party SSL certificates); therefore it's considered insecure.</td>
<td class="entry cellrowborder" headers="d52e486 d52e477" style="text-align: left; vertical-align: top;">Provide a valid and trusted SSL certificate from a known provider. <a class="xref" href="https://www.sslshopper.com/certificate-authority-reviews.html" rel="noopener" target="_blank">See a list of recommended certificate providers</a>.</td>
</tr>
<tr class="row">
<th class="entry firstcol cellrowborder" headers="d52e472" id="d52e502" style="text-align: left; vertical-align: top;">Possibility #2</th>
<td class="entry cellrowborder" headers="d52e502 d52e474" style="text-align: left; vertical-align: top;">You have a SSL certificate, but it's not installed correctly.</td>
<td class="entry cellrowborder" headers="d52e502 d52e477" style="text-align: left; vertical-align: top;">
<a class="xref" href="https://www.sslshopper.com/ssl-checker.html" rel="noopener" target="_blank">Use SSL Checker to learn more about your SSL configuration</a>.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_hf4_xwm_h4b">
<h2 class="title topictitle2" id="ariaid-title7">006: The hostname on your SSL/TLS certificate does not match your email server's hostname</h2>
<div class="body">
<p class="p"><strong class="ph b">What Happened</strong>: We have two requirements for integrating your email in Sell:</p>
<ul class="ul" id="topic_hf4_xwm_h4b__ul_gky_ywm_h4b">
<li class="li">A valid 3rd party SSL certificate or TLS protocol (either)</li>
<li class="li">IMAP &amp; SMTP settings (must have both enabled on your server)</li>
</ul>
<p class="p">When you enable the email integration we verify that you meet these two requirements during setup, which are in place for security reasons. This error indicates that we found an issue when verifying the first requirement relating to a valid SSL/TLS certificate. Specifically, we found that the hostname, or in other words your domain name, on the SSL certificate does not match the email you're attempting to integrate in Sell.</p>
<p class="p">Every certificate is assigned a specific domain or group of domains. We compare the domain/hostname on the certificate with the email domain you're integrating in Sell to ensure they are the same. This error indicates that the domain on the certificate is not the same as the domain you're trying to connect to Sell. For example, attempting to connect the email "email.zendesk.com" with a certificate with the hostname"futuresimple.com" will not work.</p>
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<thead class="thead" style="text-align: left;">
<tr class="row">
<th class="entry firstcol cellrowborder" id="d52e561" style="text-align: left; vertical-align: top;"> </th>
<th class="entry cellrowborder" id="d52e563" style="text-align: left; vertical-align: top;">What does that mean?</th>
<th class="entry cellrowborder" id="d52e566" style="text-align: left; vertical-align: top;">What can I do about it?</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<th class="entry firstcol cellrowborder" headers="d52e561" id="d52e575" style="text-align: left; vertical-align: top;">Possibility #1</th>
<td class="entry cellrowborder" headers="d52e575 d52e563" style="text-align: left; vertical-align: top;">The incorrect certificate was used.</td>
<td class="entry cellrowborder" headers="d52e575 d52e566" style="text-align: left; vertical-align: top;">Ensure the correct certificate is configured on your email server.</td>
</tr>
<tr class="row">
<th class="entry firstcol cellrowborder" headers="d52e561" id="d52e587" style="text-align: left; vertical-align: top;">Possibility #2</th>
<td class="entry cellrowborder" headers="d52e587 d52e563" style="text-align: left; vertical-align: top;">The certificate was signed with the wrong domain (or didn't include subdomains).</td>
<td class="entry cellrowborder" headers="d52e587 d52e566" style="text-align: left; vertical-align: top;">Ensure that the hostname/domain on your certificate matches the email domain you're integrating in Sell.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_jvm_cxm_h4b">
<h2 class="title topictitle2" id="ariaid-title8">007: We couldn't verify the presence of a valid SSL/TLS certificate</h2>
<div class="body">
<p class="p"><strong class="ph b">What Happened</strong>: We have two requirements for integrating your email in Sell:</p>
<ul class="ul" id="topic_jvm_cxm_h4b__ul_a3q_dxm_h4b">
<li class="li">A valid 3rd party SSL certificate or TLS protocol (either)</li>
<li class="li">IMAP &amp; SMTP settings (must have both enabled on your server)</li>
</ul>
<p class="p">When you enable the email integration we verify that you meet these two requirements during setup, which are in place for security reasons. This error indicates that we found an issue when verifying the first requirement relating to a valid SSL/TLS certificate.</p>
<div class="tablenoborder">
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<thead class="thead" style="text-align: left;">
<tr class="row">
<th class="entry firstcol cellrowborder" id="d52e640" style="text-align: left; vertical-align: top;"> </th>
<th class="entry cellrowborder" id="d52e642" style="text-align: left; vertical-align: top;">What does that mean?</th>
<th class="entry cellrowborder" id="d52e645" style="text-align: left; vertical-align: top;">What can I do about it?</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<th class="entry firstcol cellrowborder" headers="d52e640" id="d52e654" style="text-align: left; vertical-align: top;">Possibility #1</th>
<td class="entry cellrowborder" headers="d52e654 d52e642" style="text-align: left; vertical-align: top;">We sometimes can't verify certificates because the certificate is signed by an authority that is not trusted.</td>
<td class="entry cellrowborder" headers="d52e654 d52e645" style="text-align: left; vertical-align: top;">Check that your SSL/TLS certificate is provided by a trusted Certificate Authority. If you need more help, contact <a class="xref" href="https://support.getbase.com/hc/requests/new" rel="noopener" target="_blank">Sell Support</a> and provide:
<ol class="ol" id="topic_jvm_cxm_h4b__ol_gc1_hxm_h4b">
<li class="li">IMAP servername</li>
<li class="li">IMAP port</li>
<li class="li">SMTP servername</li>
<li class="li">SMTP port</li>
<li class="li">Name of your certificate provider</li>
</ol>
</td>
</tr>
<tr class="row">
<th class="entry firstcol cellrowborder" headers="d52e640" id="d52e687" style="text-align: left; vertical-align: top;">Possibility #2</th>
<td class="entry cellrowborder" headers="d52e687 d52e642" style="text-align: left; vertical-align: top;">We sometimes can't verify certificates because the certificate is signed by an authority that is not trusted.</td>
<td class="entry cellrowborder" headers="d52e687 d52e645" style="text-align: left; vertical-align: top;">You may be using a certificate from a provider that we're not yet aware of. Contact <a class="xref" href="https://support.getbase.com/hc/requests/new" rel="noopener" target="_blank">Sell Support</a> and provide:
<ol class="ol" id="topic_jvm_cxm_h4b__ol_isp_hxm_h4b">
<li class="li">Name of your certificate provider</li>
<li class="li">IMAP servername</li>
<li class="li">IMAP port</li>
<li class="li">SMTP servername</li>
<li class="li">SMTP port</li>
</ol>
</td>
</tr>
<tr class="row">
<th class="entry firstcol cellrowborder" headers="d52e640" id="d52e720" style="text-align: left; vertical-align: top;">Possibility #3</th>
<td class="entry cellrowborder" headers="d52e720 d52e642" style="text-align: left; vertical-align: top;">The certificate is missing some information, preventing us from verifying that it is valid or not.</td>
<td class="entry cellrowborder" headers="d52e720 d52e645" style="text-align: left; vertical-align: top;">Ensure the certificate includes the required information. If you need help, contact <a class="xref" href="https://support.getbase.com/hc/requests/new" rel="noopener" target="_blank">Sell Support</a> and provide:
<ol class="ol" id="topic_jvm_cxm_h4b__ol_f5z_hxm_h4b">
<li class="li">IMAP servername</li>
<li class="li">IMAP port</li>
<li class="li">SMTP servername</li>
<li class="li">SMTP port</li>
</ol>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_srp_3xm_h4b">
<h2 class="title topictitle2" id="ariaid-title9">008: We couldn't establish a secure connection due to an issue with your SSL/TLS certificate</h2>
<div class="body">
<p class="p"><strong class="ph b">What Happened</strong>: We have two requirements for integrating your email in Sell:</p>
<ul class="ul" id="topic_srp_3xm_h4b__ul_g2k_jxm_h4b">
<li class="li">A valid 3rd party SSL certificate or TLS protocol (either)</li>
<li class="li">IMAP &amp; SMTP settings (must have both enabled on your server)</li>
</ul>
<p class="p">When you enable the email integration we verify that you meet these two requirements during setup, which are in place for security reasons. This error indicates that we found an issue when checking the first requirement relating to a SSL/TLS certificate.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_srp_3xm_h4b__table_e5b_kxm_h4b" rules="all" summary="">
<colgroup> <col style="width: 13.816689466484267%;"> <col style="width: 43.09165526675786%;"> <col style="width: 43.09165526675786%;"> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th class="entry firstcol cellrowborder" id="d52e791" style="text-align: left; vertical-align: top;"> </th>
<th class="entry cellrowborder" id="d52e793" style="text-align: left; vertical-align: top;">What does that mean?</th>
<th class="entry cellrowborder" id="d52e796" style="text-align: left; vertical-align: top;">What can I do about it?</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<th class="entry firstcol cellrowborder" headers="d52e791" id="d52e805" style="text-align: left; vertical-align: top;">Possibility #1</th>
<td class="entry cellrowborder" headers="d52e805 d52e793" style="text-align: left; vertical-align: top;">When checking for a valid SSL/TLS certificate, we encountered a general SSL/TLS error, preventing us from establishing a secure connection between your email server and Sell. Without a secure connection, your email messages would be sent as unencrypted, which would put your sensitive data at risk.</td>
<td class="entry cellrowborder" headers="d52e805 d52e796" style="text-align: left; vertical-align: top;">Contact <a class="xref" href="https://support.getbase.com/hc/requests/new" rel="noopener" target="_blank">Sell Support</a> and provide:
<ol class="ol" id="topic_srp_3xm_h4b__ol_gtt_lxm_h4b">
<li class="li">a screenshot of the error</li>
<li class="li">IMAP servername</li>
<li class="li">IMAP port</li>
<li class="li">SMTP servername</li>
<li class="li">SMTP port</li>
</ol>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_zd3_mxm_h4b">
<h2 class="title topictitle2" id="ariaid-title10">009: We couldn't log in to your email server using given credentials</h2>
<div class="body">
<p class="p"><strong class="ph b">What Happened</strong>: We successfully connected to your email server, but we couldn't sign in using the username and password provided.</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_zd3_mxm_h4b__table_lws_nxm_h4b" rules="all" summary="">
<colgroup> <col style="width: 13.816689466484267%;"> <col style="width: 43.09165526675786%;"> <col style="width: 43.09165526675786%;"> </colgroup>
<thead class="thead" style="text-align: left;">
<tr class="row">
<th class="entry firstcol cellrowborder" id="d52e867" style="text-align: left; vertical-align: top;"> </th>
<th class="entry cellrowborder" id="d52e869" style="text-align: left; vertical-align: top;">What does that mean?</th>
<th class="entry cellrowborder" id="d52e872" style="text-align: left; vertical-align: top;">What can I do about it?</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<th class="entry firstcol cellrowborder" headers="d52e867" id="d52e881" style="text-align: left; vertical-align: top;">Possibility #1</th>
<td class="entry cellrowborder" headers="d52e881 d52e869" style="text-align: left; vertical-align: top;">Your username and/or password are incorrect.</td>
<td class="entry cellrowborder" headers="d52e881 d52e872" style="text-align: left; vertical-align: top;">Check that you typed your username and/or password correctly. You might need to provide a custom username (other than your email). You can do that by clicking <strong class="ph b">Edit</strong> next to the <strong class="ph b">User Name</strong> field. If you need to provide separate usernames and/or passwords for IMAP and/or SMTP, click <strong class="ph b">View SMTP &amp; IMAP settings</strong> to enter them separately.</td>
</tr>
<tr class="row">
<th class="entry firstcol cellrowborder" headers="d52e867" id="d52e902" style="text-align: left; vertical-align: top;">Possibility #2</th>
<td class="entry cellrowborder" headers="d52e902 d52e869" style="text-align: left; vertical-align: top;">You have SSO active.</td>
<td class="entry cellrowborder" headers="d52e902 d52e872" style="text-align: left; vertical-align: top;">We currently don't support SSO (Single Sign-On) for email integration.</td>
</tr>
<tr class="row">
<th class="entry firstcol cellrowborder" headers="d52e867" id="d52e914" style="text-align: left; vertical-align: top;">Possibility #3</th>
<td class="entry cellrowborder" headers="d52e914 d52e869" style="text-align: left; vertical-align: top;">Your IMAP/SMTP access is disabled.</td>
<td class="entry cellrowborder" headers="d52e914 d52e872" style="text-align: left; vertical-align: top;">Check with your email server administrator to ensure that you have IMAP and/or SMTP enabled for your account.</td>
</tr>
<tr class="row">
<th class="entry firstcol cellrowborder" headers="d52e867" id="d52e926" style="text-align: left; vertical-align: top;">Possibility #4</th>
<td class="entry cellrowborder" headers="d52e926 d52e869" style="text-align: left; vertical-align: top;">Your server doesn't support compatible authentication methods.</td>
<td class="entry cellrowborder" headers="d52e926 d52e872" style="text-align: left; vertical-align: top;">We support only <em class="ph i">LOGIN</em> and <em class="ph i">PLAIN</em> authentication methods, for both IMAP and SMTP. Check with your email server administrator to ensure that your server supports at least one of these methods.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested1" id="topic_ovp_txm_h4b">
<h2 class="title topictitle2" id="ariaid-title11">Authentication: Cannot authenticate</h2>
<div class="body">
<div class="p">
<div class="div">
<p class="p">This error message means the OAuth application for Office 365 was successful. However, there was an SMTP AUTH error when logging in to the server.</p>
<ul class="ul" id="topic_ovp_txm_h4b__ul_zsz_fcz_2tb">
<li class="li">
<p class="p">Check that the <strong class="ph b">Username</strong> and<strong class="ph b"> Primary email address</strong> fields match those set in the Microsoft admin settings.</p>
<p class="p"><img class="image img-screenshot" id="topic_ovp_txm_h4b__image_sfz_jdz_2tb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_office365_user_email_address.png" width="300"></p>
</li>
<li class="li">
<p class="p">Also check that the Office 365 email <a class="xref" href="https://docs.microsoft.com/en-us/exchange/clients-and-mobile-in-exchange-online/authenticated-client-smtp-submission#use-the-microsoft-365-admin-center-to-enable-or-disable-smtp-auth-on-specific-mailboxes" rel="noopener" target="_blank">admin has enabled <strong class="ph b">OAuth</strong> and <strong class="ph b">SMTP AUTH</strong></a> on your Office 365 email account.</p>
<p class="p"><img class="image img-screenshot" id="topic_ovp_txm_h4b__image_e1l_mdz_2tb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_office365_email_apps.png" width="300"></p>
</li>
<li class="li">Finally, start integrating your Office 365 email with Zendesk Sell (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821242266" rel="noopener" target="_blank">Connecting your email with Zendesk Sell</a>).</li>
</ul>
<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> The SMTP protocol is usually disabled in Office 365 by default, therefore an email admin must activate both the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829062170" rel="noopener" target="_blank">SMTP and IMAP settings</a> and the <a class="xref" href="https://docs.microsoft.com/en-us/exchange/clients-and-mobile-in-exchange-online/authenticated-client-smtp-submission#use-the-microsoft-365-admin-center-to-enable-or-disable-smtp-auth-on-specific-mailboxes" rel="noopener" target="_blank">SMTP AUTH</a> for your mailbox (Sell uses these protocols to synchronize and send emails in your account).</div>
</div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested1" id="topic_nkf_khm_1vb">
<h2 class="title topictitle2" id="ariaid-title12">First sync running</h2>
<div class="body">
<p class="p">This error message is due to email authentication errors from Microsoft. This is a known issue that Microsoft Office 365 accounts may encounter in the Communication Center. As it is a Microsoft issue, you must solve this error by following the steps in the article, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823174042-When-I-try-to-Sign-in-with-Microsoft-I-am-getting-a-Cannot-Authenticate-error-message" rel="noopener" target="_blank">When I try to sign in with Microsoft I am getting a Cannot authenticate error message</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested1" id="topic_gqd_4cw_z4b">
<h2 class="title topictitle2" id="ariaid-title13">You need to reconnect the same account</h2>
<div class="body">
<p class="p">If your account is de-authorized due to a password change, you must reconnect then try to sign in again with a different email and password.</p>
</div>
</div>