Every mail server is unique, and so are their error responses. It's not always easy to decipher what they're trying to tell you, so we've collected a list of the most common error messages and their variations so you can figure out what to do about it. Look for the error message that most closely matches the one you received. 

There are user friendly troubleshooting tips also.  If these don't work reach out and we'll assist to get you up and running again.  

IP Address Has Changed

Every time you log into your webmail account, your computer's IP address is recorded. If your IP address changes while you're logged in, webmail won't recognize your new connection as valid and will automatically log you out. The easiest way to fix this error is to log in again, so your new IP address is recorded. But if you're seeing this error frequently, here are a few other things you can do:

• If possible, try using another internet connection, such as mobile data or WiFi, and try again.
  • If this resolves the issue, contact your internet service provider and ask to be given a static (unchanging) IP address so it won't change while you're logged in to webmail.
  • If that isn't possible, ask if the "DHCP lease time" can be increased, which will allow your log in sessions to be longer.
• Is the problem only with your webmail client? Try using a desktop email application, such as Outlook, Thunderbird, or Apple Mail. Email applications don't use your IP address as part of the authentication process, so changing IP address isn't a problem.

Authentication Failed

An "Authentication Failed" error means the email server cannot verify that your email access is authorized. This is typically due to a mistyped password, but it can also be caused by an incorrect username, connecting to the wrong server, or blacklisting. Follow these steps to resolve the issue:

1. Reset your email password.
2. Open your email application and check the following settings:
   1. Update the password to your new case-sensitive password.
   2. Confirm your username is the full email address, such as john@example.com.
   3. Confirm the server name is mail.example.com, where example.com is your domain name.
   4. If these don't work reach out for further help.

Certificate Name Mismatch

This error is a warning from your email application that the certificate for SSL that the server uses doesn't match the name that your email application was expecting. Variations of this error include:

• Invalid Certificate
• Mail can't verify the certificate for example.com.
• The identity of mail.example.com cannot be verified.
• The certificate for this server is invalid.
• Hostname mismatch
• A secure connection cannot be established with the server.
• The name on the security certificate is invalid or does not match the name of the site.
• The server you are connected to is using a security certificate that cannot be verified.
• This Connection is Untrusted. Confirm security exception.

These are issues with Private (with SSL) settings, and your domain name as the mail server (such as mail.example.com), your email application expects the SSL certificate to contain your domain name If there has been adjustments with your domain a mismatch may occur.  Because of this mismatch, your email application will warn you that the name on the server's certificate doesn't match your domain name. This is normal.  Reach out and we'll look to see where the mismatch is occurring.