This guide will show you how to send a test email to help you to diagnose and solve a problem with your email if you are using SMTP/IMAP to integrate your email with Senta. 

Where possible, Senta will happily help you troubleshoot email problems. Please note however that not all email issues will originate with Senta and we may not be able to assist or fix them. Therefore we recommend that you have someone you can contact to assist with your specific email provider if problems arise that are out of Senta's remit.


First, you will have to make sure that you have completed the steps from our guide Setting up email integration: setting up Outlook, Exchange Office365 & other email integrations.


Once that's done go to Your account > Your profile > Email tab and in this screen, you will see the option to Test incoming connection and Test outgoing connection.



To run a test on your incoming email connection, click Test incoming connection button.


If you have successfully completed the email setup, you should see this message:



To test your outgoing email connection, click Test outgoing connection button.


You should see this message:




Troubleshooting errors


Sometimes, when you test the incoming and outgoing connection, you may see an error message instead of the messages above. 


There a few different error messages that you can come across, and each of those messages means something different. 


TABLE OF CONTENTS


Error: LOGIN failed


This error usually indicates issues with the username or the password. If you change your password in your original email provider, you will need to update this in Senta as well.



Troubleshooting steps:


1. Double-check the email address and the password


2. Check for any white spaces in the email or password field


3. Make sure to save changes each time you update the email address and the password


4. If all the steps above fail, reset your Outlook password and copy it over to Senta


5. Test the mail connection again


This error can also occur in conjunction with a


Timed out (wrong port?)


This error message tells us that the port number that you are using might be incorrect.



Troubleshooting steps:


1. Check that the settings for both incoming and outgoing connection match those in our email settings guide.


For Office 365 those settings are:


Incoming mail server: outlook.office365.com


Incoming mail port: 993


Incoming mail secure: On


Outgoing mail server: smtp.office365.com


Outgoing mail port: 587


Outgoing mail secure: Off


Outgoing mail requires TLS: On



For Gmail (personal Gmail account), those settings are:




For any other email providers, you will have to contact your email providers directly to obtain service providers recommended settings. 


Problem connecting to


"Problem connecting to" can be seen on both incoming and outgoing connections, it suggests that the email settings are incorrect. This error message doesn't highlight any specific setting, therefore we recommend that you double-check them all.



1. Check all the email settings and refer to step 1 for Timed out (wrong port?) error.



Problem connecting to smtp.office365


This is usually due to restrictions on Outlook's side. Double check if any of the accounts use two-factor authentication - if so, they will need to set up an app-specific password. There is a third-party Microsoft guide on how to do this here.


A further step to take is to check whether "Authenticated SMTP" has been turned on. This needs to be completed by someone with the Admin permissions to the Office365 account.


Go to https://admin.microsoft.com/AdminPortal/Home#/users


You should see a list of users like the following:


Click the user in question, and a “fly out” will appear at the right hand side:



Now switch to the Mail tab, then follow the Manage email apps link:



You’ll probably see something like this - note that Authenticated SMTP is not ticked



Tick Authenticated SMTP, then Save changes:



This can take up to 10 minutes to take effect.


After enabling the Authenticated SMTP setting in your Office365, please ask the user(s) to test the connections in Your account > Your profile > Email. 



If all the above fails, you may need to speak with an IT/Office 365 specialist who can tweak certain back-end settings on your Office365 account if it is not allowing you to connect to a third party app like Senta. 


Gridhost send error


Certain email providers place restrictions on the maximum number of IPs that can be sent via a mailbox, which is an issue we have seen pop up several times  with Gridhost. The best bet is to speak with Gridhost to see if they can extend this restriction, so that you can send out more emails in bulk without this error message coming up. If there's any information Gridhost need from Senta, please do let us know and we'd be happy to help.


Gmail send error: User-rate limit exceeded


This error pops up when you have exceeded the daily Gmail limit on outgoing messages. For up-to-date information about Gmail sending limits, please visit the GSuite Help page.



Error [ERR_TLS_CERT_ALTNAME_INVALID]


Some mail servers accommodate several clients, which can cause Senta to refuse the connection with a message like Hostname/IP does not match certificate's altnames. If you experience this, please contact support@senta.co and we can override this for you.




If you spot an error that is not mentioned in this article, please get in touch with support@senta.co