Troubleshooting Guide

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To address issues you may be experiencing in Postbox, please follow these troubleshooting steps in sequence. If your issue still exists after running these steps, please file a Support Request.

NOTE: For account setup and configuration issues, see Troubleshooting Account Setup.

 

1) Update to the Latest Version

  1. Go to Postbox menu (macOS) or Help menu (Windows) > Check for Updates
  2. If a new version is detected, click Install Update
  3. Once it is finished downloading, click Install and Relaunch

Do the problems persist?  If so, move to the next step. 

2) Restart Your Computer in Safe Mode

Restarting your computer in safe mode can address conflicts between Postbox and other applications. Prior to restarting your computer in safe mode, please to go Preferences | Options > Display > General, and on macOS turn off Retina and on Windows set the DPI to Low.

Do the problems persist?  If so, move to the next step.

3) Restart all of your Networking Gear

If possible, please restart all of your networking gear, including modems and wireless routers.

Do the problems persist?  If so, move to the next step. 

4) Create a New Profile

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 Help > Troubleshooting.
  2. Select Open Profile Manager on Restart, and click Apply and Restart.
  3. Click Create Profile, and follow the prompts to create a new profile
  4. Next, set up the problematic account (ideally as IMAP if possible).

5) Temporarily Disable Security Apps

Certain applications can block network connections or lock/quarantine Postbox's files. To determine if this is happening, temporarily disable any/all anti-virus or security apps on your machine (at your own risk) just long enough to see if Postbox functions the way you expect.

Once your test is complete, immediately turn your security apps back on. 

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