SalesLoft combines with your mail server to send genuine one-to-one emails to your prospects. If you receive an email error in SalesLoft, you may need to change your mail server's configurations to successfully connect your email.
Below are some common problems you may encounter with your email, along with some tips and resources to help you troubleshoot, including:
- Username or Password Invalid
- How Do I Find My SMTP and IMAP Settings?
- Connection to Server Timed Out
- Email Client Not Configured
- Login Failed
- Access Denied
- Exchange Synchronization Has Stopped
- Invalid Server or Port
- Maximum request length exceeded. Attachment is too large.
- Problem with IMAP Server
- This IMAP Server is Not Supported
- Unknown Host
- How Are Bounces Tracked
- Bounce Did Not Track
Username or Password Invalid
The username and password provided in SalesLoft are being rejected by your mail server.
To solve the issue, follow these solutions:
- Re-enter the username and password: If you are including the @domainname.com in your username, try entering it without the domain name, and vice versa.
- Make sure you have access to connect to your company's mail server via IMAP/SMTP. Please check with your IT administrator.
- Ensure that your account has been given permission for TLS Authentication. Please check with your IT administrator.
How Do I Find My SMTP and IMAP Settings?
SMTP and IMAP are email protocols that allow applications, like SalesLoft, to securely send email and track the replies to those emails through your Exchange mail server.
If you haven't set up an SMTP/IMAP connection before, your company's IT representative is probably the best person to provide you with the information you'll need to configure Cadence to send through your Exchange account.
Below is a list of technical requirements that will help your IT admin get you the necessary configuration information and, if necessary, open the proper ports on your mail server.
What information will be helpful for my IT admin?
Printable version of these requirements
SMTP
- Host name for the Exchange Server
- Login name & password for the user's Exchange account.
- An open SSL SMTP Port
* Typical port numbers: 587 or 25 (with STARTTLS)
IMAP
- Host name for the Exchange Server
- Login name & password for the user's Exchange account.
- An open SSL IMAP Port
* Typical port number: 993
* Though often enabled by default, Port 143 does not allow secure connections (SSL) and cannot be used with Cadence.
UIDPLUS
Cadence requires “UIDPLUS” to be enabled on your mail server for it’s core functionality. Please verify with your IT team that it is enabled. You will receive a “IMAP Server is not supported” error if it is not enabled.
Please note: you must be using Exchange 2010 SP1 or newer. Exchange 2003, 2007 and 2010 do not support the IMAP UIDPLUS extension and therefore cannot integrate with SalesLoft.
IP Whitelist Information:
Cadence is hosted via Amazon EC2.
If access to your Exchange server is restricted by IP, Amazon's AWS IP range must be whitelisted. This is because Cadence's servers receive different IP addresses (from Amazon's range) each time a new server instance is launched.
Amazon's AWS IP range can be obtained in JSON format:
Connection to Server Timed Out
SalesLoft is unable to connect with your server.
Have your IT administrator or team verify each of the following solutions:
- The server and port numbers provided to SalesLoft are correct.
- SalesLoft's IP address and respective ports are whitelisted. When our server’s IP addresses with the respective ports have not been whitelisted by your IT administrator, the connections will be blocked. Learn more about whitelisting SalesLoft's IP addresses here.
Email Client Not Configured
An error occurred while sending your email batch. This is usually due to a temporary connection issue with your mail server.
To solve the connection issue, re-verify and save your SMPT/IMAP protocols by navigating to your Personal Settings then Emails. Once your protocols are re-verified, you can attempt your email send again.
Login Failed
The mail server rejected the connection when SalesLoft attempted to send the email.
Re-verify and save your SMPT/IMAP protocols by navigating to "Settings" then "Emails." Once your protocols are re-verified, simply navigate back to the email step and run it again.
Access Denied
SalesLoft has lost connection to your email’s inbox. This is usually a result of an email password change.
To resolve this issue, go to your email settings page and re authorize your email account connection.
Exchange Synchronization Has Stopped
Something has disrupted SalesLoft’s connection to your ActiveSync email account.
Try re-authing on the SalesLoft Email settings page. If the error message still exists, please contact support.
Exchange Throttle Policy
The error, "Sending temporarily unavailable due to Exchange server throttling policy," is coming directly from your team's exchange email server. Sending has been temporarily throttled in an attempt to battle messages that your server believes are spam.
Your IT contact would know more about the policy as it is unique to each server and stands alone from a SalesLoft. The only thing we limit is the amount of emails that you can send on a daily basis.
In an effort to lower the threshold, admins can increase the time in between sent emails from the Email Team Settings. Also, we recommend sending messages in smaller batches.
To solve the error message, cancel all pending emails via the Emails page. You can send the emails at a later time, once the error has been lifted.
Invalid Server or Port
The port numbers provided to SalesLoft are incorrect.
Verify your port numbers with your IT administrator.
Maximum request length exceeded. Attachment is too large.
This error occurs specifically when the message length exceeds the set size limit. SalesLoft allows up to 10MB of attachments per email sent.
Your Outlook email server could also have a size limit that is causing this error. Specifically for Office365 users, the email server limits attachments to 2MB.
We recommend to decrease the size of your attachments and resend the message.
Problem with IMAP Server
Your company mail server is not configured properly to integrate with SalesLoft.
Confirm with your IT administrator that your email server is configured correctly. These settings are found in the Email tab of your Personal Settings.
This IMAP Server is Not Supported
UIDPLUS is not enabled or advertised as available. UIDPLUS is required for SalesLoft functionality.
Ask your IT administrator to verify you are on the minimum version of Exchange 2013 and enable the UIDPLUS extension in order to be compatible with SalesLoft.
Unknown Host
The server name provided to SalesLoft is incorrect.
Ask your IT administrator to ensure DNS is configured properly for external communication.
How Are Bounces Tracked?
Bounce Did Not Track
Occasionally mail servers remove the information needed for SalesLoft to track a bounced email. Since this action is within the mail server, SalesLoft is not able to retrieve or register these bounced emails.
However, Gmail has a feature specifically designed to report untracked messages. Enabling the features will allow you to send improperly tracked replies/bounces directly from Google. These reports go directly to our developers and they will use the examples received to improve tracking for everyone!
If you find that tracking for an email is not logging in the platform, you can report untracked Gmail messages easily. Navigate to the message in Gmail, click the drop-down menu and select Report Untracked Cadence Email. This will send a report to our development team with all of the information they need to continue to improve email tracking.
Still Need Help?
Please contact us at support@salesloft.com.
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