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External email client cannot connect

Connecting to mailboxes with a desktop email program or the phone's native email app is done via the IMAP/SMTP add-on service. If the add-on service is not enabled or an incorrect password is used, the program cannot connect.

  • Administrator
  • User using an external program

External email client cannot connect: what should be done?

Connecting to mailboxes with a desktop email program or the phone's native email app is done via the IMAP/SMTP add-on service. Who can apply: Administrator; User using an external program. If the add-on service is not enabled or an incorrect password is used, the program cannot connect. While the add-on service is off, new emails will completely stop in SmartMail; you can read all your emails from SmartMail without connecting to an external program.

What to do

  1. Ask your administrator to confirm that the IMAP/SMTP add-on service is enabled for your organization. If it is disabled, the mailbox's Credentials window says IMAP/SMTP access: Disabled; the administrator gets the add-on service from the Purchases screen in the DBLinx organization dashboard.

  2. In the program, enter the mailbox's Mailbox username as the username 1; this is usually the full address.

  3. As the password, enter the mailbox's mail server password; an administrator can see it with Show password 2. Your SmartMail login password does not work here.

  4. Check the server and ports in the Email program settings box in the same window 3: incoming server mail.smartmail.com.tr, IMAP 993 (SSL/TLS); outgoing server the same name, SMTP 587 (STARTTLS) or 465 (SSL/TLS). Unencrypted IMAP port 143 is closed.

Mailbox settings window: mailbox username, Show Password button, and email program server and port information
  1. 1Username
  2. 2Mailbox password
  3. 3Server and ports
Mailbox settings, with demo data.
TipWhen the add-on service is disabled, new emails remain fully in SmartMail; you can read all your emails in SmartMail without connecting to an external program.

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