Troubleshooting email integration errors

Return to top
Have more questions? Submit a request

7 Comments

  • Joseph Tseng / 曾子庭

    Hi team,

    Sell shows a below error message.

    May I know how to fix it?

    0
  • Beau Padesky
    Zendesk Customer Advocate

    Hello Joseph,

    If you have an Outlook account, make sure you're using the Sign in with Microsoft option as opposed to entering the email/password directly as this should yield better results.

    Beau | Customer Advocate

    Ask our Zendesk Community

    0
  • Petar Weigand

    I have received  "Authentication: cannot authenticate." although SMTP AUTH is enabled for my mailbox and for my whole organization (see the attached screenshot). Is there something else that could cause this error?

    0
  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Petar Weigand,

    Here's the Resolution steps,

    1. The Office 365 email admin needs to enable SMTP AUTH on your Office 365 email account.
      For more information, see the article: Use the Microsoft 365 admin center to enable or disable SMTP AUTH on specific mailboxes.

    2. After enabling the email protocol, follow the steps to integrate your Office 365 email.

    More information can be found here: When I try to "Sign in with Microsoft" I am getting a "Cannot Authenticate" error message

     

    0
  • Petar Weigand

    Hi Cheeny,

    this is exactly what I did and those are screenshots from which you can see that SMTP AUTH is enabled on both my mailbox and my whole Office365 tenant but this didn't help.

    Is there something else I can do or is there some additional troubleshooting logs which would provide a more detailed error message?

    0
  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Peter,

    For advanced troubleshooting, I suggest that you reach out to our Customer Support so they can have a better look into your account.

     

    0
  • Mark Szymanski

    Hi,

    The error message we get does not have a number.  Using the sign-in with Google option, we get:

    Integration with your account failed with the following error codes:
    • authentication: Login/password invalid
    • Please make sure that IMAP access is enabled in your email settings

    We use Gmail with Okta as single sign-on.  My admin tells me have IMAP disable (in Google Workspace) for security compliance.  Can we integrate via SMTP, and if so, how?  If not, is there another way ZD would recommend?

    Thanks.

    0

Please sign in to leave a comment.

Powered by Zendesk