Solve an email problem (software/mail client)

This guide helps you identify and correct errors encountered when trying to use your email software/client like Microsoft Outlook, Mozilla Thunderbird, Apple Mail, etc.

Be aware of this other guide if you are looking for information about type errors "mailer daemon" or "delivery failure"after sending an e-mail.

Always use...

• the only name of the server: mail.infomaniak.com (for reception servers) IMAP and forwarding SMTP)
• the good ones Incoming / Outgoing Port Numbers
• the Authentication in the settings when it is proposed, and provide the username (your full email address) and password in the boxes for mandatory authentication if necessary
• the good one e-mail address password who is in principle different the username used to connect to Infomaniak (click here to check that you use the correct password and if necessary, change the password of your email address)
• an existing email address that must have actually been established (or defined as alias)
• only one protocol at a time (never consult a mailbox with devices configured in POP3 for some and in IMAP for others because these two protocols work badly together)

Mandatoryly try to...

• compare recommended parameters for the software/mail client used, especially if you have just changed the Infomaniak-side password
• raise your e-mails using another network (Wifi, connection sharing from 4G/5G, or any other Internet connection)
• temporarily disable your security applications (antivirus, firewall, VPN...); if you can then normally pick up your emails, contact the editor of the security application(s) you are using
• type your password plain in a word processing; depending on the configuration of your keyboard key it A may return to the letter Z and the key Q may return to the letter A...
• restart and retrieve a send/receive: some applications require multiple validation of the window containing the configuration parameters or require them to be restarted to take into account their new parameters
• write a new message after changing your settings: a message in writing that would be saved in the folder Drafts risk of not taking into account possible configuration changes

Types of errors

• 0x800... - be aware of this other guide
• erreur de certificat (SSL ou autre) - be aware of this other guide
• 550 5.7.1 relaying denied or Proper authentication required - be aware of this other guide
• 535 5.7.0 authentication failed - be aware of this other guide

but also:

• "573 Antispam: Authenticated connection not possible. Please use port 587 instead of port 25."
  or"An operation on the server timed out. The server may be down, overloaded, or there may be too much net traffic."
  or"the time limit is exceeded" with an error number that follows (421, or 573 e.g.).
  Most ISPs (Internet Service Providers) blocked the SMTP No.25 port many years ago. Therefore port 25 should never be specified as SMTP port So you can still send e-mails, use the recommended ports.