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Mailbox Setup Problem

#1

Hi,

I’m having problems setting up a mailbox. Helpspot is installed on the same server as the mail server (it’s a dedicated box we own and we set up Helpspot on one of the accounts on it). Everything seems to be working okay, but when I add the info for the mailboxes, I get the following error:

Error: Retrying PLAIN authentication after Authentication failed.

I am 100% positive the settings for that mailbox are correct, and I have no idea what that error leads or what I can do to solve it.

Any help would be greatly appreciated.

#2

Hi Vincent,

It looks like your mail server is trying to use an authentication method not supported by the PHP IMAP library. What mail server are you using? I know some older versions of Dovecot had issues with PHP.

#3

I’m honestly not sure what they set up for us on that box… I’m having no luck with G-Mail either (which is actually the account I’d prefer). When I try to test that mailbox, I get:

Error: Can’t connect to gmail-imap.l.google.com,993: Connection timed out

I have it selected as IMAPS and port 993 and even tried it as IMAP and port 993.

sigh

I’m kinda lost, as you can tell.

#4

In security set SSL-NO Validate. Also be sure your username is the full email address.

I haven’t seen that hostname before for gmail. Usually it’s: imap.gmail.com so if the above doesn’t work on it’s own try changing the hostname to that with the same security and see if that works.

#5

With SSL - No Validate and imap.gmail.com set to port 993, that’s the error I get back from the test. Is there anything I can do to get diangostic info that would help you?

#6

The complete settings should be IMAPS, port 993, SSL-No Validate. That should do it. If not is there any chance there’s a firewall or some other networking issue? That I would think would be the next most likely culprit.

One other thing to check is that your PHP installation is compiled with SSL enabled for it’s PHP IMAP module.

#7

We don’t have a firewall on the server, everything is set correctly, and IMAP and SSL are both compiled in our PHP module. I checked with our hosting company this morning.

I’m pretty much lost now.

#8

If you could email us your HelpSpot login we’re happy to go in and take a look and see if maybe it’s just something out of place. We can test with our own gmail account to see if that works.

#9

Hi Vincent,

I copy/pasted your connection settings into our HelpSpot and it test connected no problem, so the the issue is something with the networking/hosting. A search online of your error indicates some hosting companies have configurations which can cause this error.

Perhaps you can check with your host any any dns/port configurations that may be causing this.

#10

Thanks for your help, Ian. I’ve forwarded the info over to the guys that have our server and they’re going to take it from here.

Much appreciated!

#11

Ian, I was wondering if it would be possible to get an extension on the demo? We literally got it working this afternoon (our hosting company fixed the issue; they apparently firewalled us without telling us). Everything seems to be working now.

Thanks again for your help!

#12

Sure, no problem. I’ll send it over shortly.

split this topic #13

A post was split to a new topic: Microsoft Exchange Setup

#14

Sorry. I have no idea who you are.

Thanks,

Vincent Ferrari
IT Operations and Support

BlutekUSA
167-41 147th Ave
Jamaica, NY 11434
USA

+1 718.907.4444 ext. 265 office
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