Connection errors in apps¶
When Outlook, Apple Mail, Thunderbird or your phone cannot connect to the server, check these settings, in this order.
1. Server and ports¶
| Server | Port | Encryption | |
|---|---|---|---|
| Incoming (IMAP) | mail.sooma.com | 993 | SSL/TLS |
| 143 | STARTTLS | ||
| Outgoing (SMTP) | mail.sooma.com | 465 | SSL/TLS |
| 587 | STARTTLS |
For both: username = full email address; authentication with normal password.
2. Errors and causes¶
- "The server's certificate is not valid" / "The name does not match": the server was set as mail.company.com or another name. The certificate is issued for mail.sooma.com; use exactly that name.
- "Cannot connect to the server" / timeout: the port may be blocked. Try the other port in the table, or connect to another network (for example mobile data) to see whether it is the office or hotel network.
- "Authentication failed" / keeps asking for the password: check the username is the full email address and the password is current. Test in webmail. If it fails there too, see I can't sign in.
- Error with POP3 only: POP3 access is off by default. Use IMAP, or ask the administrator to enable POP3 on your account.
- It used to work and stopped: did you change your password? Update it in the app. Did you update the app or the system? Remove the account and add it again.
3. Company firewall¶
Ports 143, 993, 587 and 465 must be open for outgoing traffic on the firewall/router. For contacts and calendars, port 443 (HTTPS) to mail.sooma.com.
Guides by app: Server settings.