Follow

Trouble-Shooting Account Setup

There are currently no known issues that would prevent Postbox from interoperating with POP, IMAP or SMTP servers. If your email server supports POP/IMAP/SMTP, and if the correct settings are entered into Postbox, it will connect. We guarantee it!

But there are some external things that could prevent Postbox from connecting to your account, including:

  1. You do not have the correct email settings for your account
  2. Older passwords or authentication tokens in the Passwords Manager
  3. A setup operation was aborted, but you still have incorrect settings or passwords in Postbox, and Postbox is trying to use them
  4. The email server is not configured correctly for IMAP, POP or SMTP access
  5. Third-party software (e.g. security package or virus checkers) blocking the connections between Postbox and your email server, or has locked or quarantined Postbox's mail databases or preferences files

 

1) Ensure that you have the correct settings for your account

It is the responsibility of the Postbox user to enter the correct settings into Postbox.

Work with your ISP, network administrator, IT manager, or SysAdmin to get the correct settings for your email account: 

Incoming Server

  • Account Type (POP or IMAP): 
  • Server Name: 
  • Port: 
  • User Name: 
  • Connection Security (SSL/TLS or STARTTLS): 
  • Authentication (Password, OAuth2, etc.):

Outgoing Server

  • Server Name: 
  • Port: 
  • User Name: 
  • Connection Security (SSL/TLS or STARTTLS): 
  • Authentication (Password, OAuth2, etc.):

Please note that Postbox staff do not have access to your email credentials! 

For additional resources, please see Setting Up Accounts.

 

2) Ensure that your email server supports and is correctly configured to use IMAP and SMTP

Google Accounts

Postbox and Google accounts work beautifully together, it's a match made in heaven! However, there are some steps you must take to enable applications such as Postbox to interface with your Google account.

For more information, please see this help article:
Setting up GOOGLE / GMAIL Email Accounts

Apple iCloud Accounts

Apple requires that you generate app specific passwords for third-party apps that use your iCloud data. This includes apps such as Postbox and BusyCal.

For more information, please see this help article:
Setting up iCloud, .Me or .Mac Accounts

Exchange

Postbox works with IMAP and POP email standards, but not the proprietary Exchange protocol. However, if your Exchange server has IMAP or POP turned on, Postbox should work just fine. Please contact your IT administrator to determine if IMAP and POP are turned on, and if so, at what settings.

For more information, please see this help articles:

Setting up Microsoft Exchange (over IMAP)  
Configuring Microsoft Exchange LDAP

For all other accounts, please consult with your ISP or IT administrator.

 

3) Clear out old passwords

  • Navigate to Preferences or Options / Privacy / Saved Passwords / Show Passwords Button.
  • Take a screenshot of your passwords as a backup.
  • Click the Remove All button.
  • Restart Postbox, and then enter your passwords when prompted.

 

4) Ensure that a previous setup attempt is not interfering with new account setup

The best way to ensure that older account data or settings are not interfering with the setup of a new account is to create a new Postbox profile as a diagnostic test.

A new profile will act as a fresh Postbox install, but it can reside alongside your existing install, so you don't have to worry about anything changing in your current setup.

  1. Go to Preferences (Mac) or Options (PC) / General, and select the checkbox for "Show Profile Manager on Startup."
  2. Restart Postbox.
  3. Create a new profile. Make sure that the "Don't ask at startup" checkbox is NOT checked.
  4. Next, set up the problematic account (ideally as IMAP if possible). Please do NOT install any Add-ons. 

If the issue(s) do not go away with the new profile, then we strongly recommend the next step.

If the issue(s) do go way with the new profile, then we know that there is something within the profile itself that is causing the problem. At this point you have two choices:

  1. Use this new profile moving forward. You'll want to setup all of your accounts in this new profile, an once complete, you'll want to then migrate your settings to this new profile.
  2. Trouble-shoot the older profile using our Trouble-Shooting Guide.  

 

5) Ensure that third-party software is not interfering with Postbox's operation

Sometimes there are issues external to Postbox which are causing it to malfunction.  For example, anti-virus or backup software can prevent Postbox from saving preferences, folder permissions issues on disk can prevent Postbox from being able to save messages, third-party utilities blocking ports, corrupted fonts, etc.  

The easiest way to trouble-shoot these types of issues is to setup a new OS user account, install Postbox, then determine if the problems still exist.

  1. Create a new user account on your Operating System (please refer to your OS user manual for instructions).
  2. Download and install Postbox.
  3. Next, set up the account that is problematic (IMAP if possible). Please do NOT install any Add-ons!

If the issue(s) do not go away in the new OS User Account, then it could be due to:

  • account issues
    • incorrect account settings
    • the email server is not setup for IMAP/POP or properly authenticated
    • a service issue or outage at your ISP
  • your networking environment blocking traffic
    • firewall
    • incorrect proxy settings
    • VPN settings

We recommend trouble-shooting these issues before proceeding any further.

If the issue(s) are resolved with the new OS User Account, then you most likely have one of the following in your old OS User Account that is interfering with Postbox's operation:

  • system issues
    • incorrect disk permissions
    • hard drive or file corruptions
    • corrupted fonts
  • third-party application interfering with Postbox's operation
    • virus or security program
    • backup software
    • disk cleanup or optimization utilities

We recommend trouble-shooting your old OS User Account and third-party applications to determine the root cause of the interference. 

 

A Note on Passwords

Postbox must be able to establish a connection to your mail server before it will ask you for a password. If you are not asked for a password, then a connection has not yet been established, and we recommend that you review your connection settings again.

 

Additional Resources

Setting Up Accounts

How to Trouble-Shoot Postbox