Resolving an Email Issue (Email Software)

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

Always use...
 

• the unique server name: mail.infomaniak.com (for IMAP receiving servers and SMTP sending servers)
• the correct incoming/outgoing port numbers
• authentication in the settings when prompted, and enter the username (your full email address) and password in the fields for mandatory authentication if necessary
• the correct email address password, which is usually different from the username used to log in to Infomaniak (click here to check if you are using the correct password and, if necessary, change your email address password)
• an existing email address that must have been actually created (or defined as an alias)
• only one protocol at a time (never check an email with devices configured in POP3 for some and IMAP for others as these two protocols do not work well together)

Always try to...
 

• compare recommended settings for the software used, especially if you have just changed the password on the Infomaniak side
• retrieve your emails using a different network (WiFi, tethering from 4G/5G, or any other internet connection)
• temporarily disable your security software (antivirus, firewall, VPN...); if you can then retrieve emails normally, contact the publisher of the security software you are using
• type your password in plain text in a text editor; depending on your keyboard configuration, the A key may refer to the letter Z and the Q key may refer to the letter A...
• restart and try again to send/receive: some applications require validating the configuration settings window several times or require them to be restarted to take into account their new settings
• compose a new message after modifying your settings: a message being drafted that would be saved in the Drafts folder may not take into account any configuration changes

Types of errors

• 0x800... - read this guide
• certificate error (SSL or other) - read this guide
• 550 5.7.1 relaying denied or Proper authentication required - read this guide
• 535 5.7.0 authentication failed - read this guide

but also:

• "573 Antispam: Connexion authentifiee pas possible. Veuillez utiliser le port 587 a la place du 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 "le délai imparti est dépassé" with an error number following it (421, or 573 for example).
  Most ISPs (Internet Service Providers) blocked SMTP port 25 many years ago. Therefore, you should never specify port 25 as the SMTP port. To be able to send emails nevertheless, use the recommended ports.