Troubleshooting Mailbox Connections

First published on: 08/31/2023/5:17 pm

If either mailbox returns an unsuccessful result, perform these troubleshooting items.

1. Test in the setup screens as discussed in the applicable sections above.
2. Log in via a browser (Chrome, Edge, etc.) to verify the password works. This will also let you know if emails are being received.

If the password isn't correct, ensure the correct password is in the iDocuments configuration. Update the configuration and return to step 1. 

If you still don't have access, go to the client to ensure they have supplied the correct password.

If the password is correct, and you access the mailbox, check to ensure it goes IMMEDIATELY to the inbox and not two-factor authentication or any other message screen first (this mailbox cannot have two-factor authentication turned on unless the secret is configured). 

• If it doesn’t immediately go to the mailbox, you must resolve this to proceed.
• If it immediately goes to the mailbox, check to see if there are unread emails to be downloaded.

If these options have been validated and it's still not working, contact Vision33 TOTAL Care to investigate for connection errors via a log file.

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