When connecting doesn’t work

Documont checks the connection the moment you click “Connect”. If the check fails, one of the following messages appears below the form, and nothing is saved.

Two things to know up front: encryption and port come in pairs – 993 with SSL/TLS, 143 with STARTTLS; changing the encryption does not change the port by itself. And many providers require an app password; your normal password is then rejected even though it is correct.

We couldn’t find that server#

Message: “We couldn't find that server. Check the server address for typos – it usually looks like imap.yourprovider.com.”

The name you entered cannot be resolved; almost always a typo. Check that:

• the IMAP server field holds the server name (imap.yourprovider.com), not your email address;
• there is no https:// and no slash, and no spaces at the start or end;
• the address is the one in your provider’s help under the keyword IMAP.

That server didn’t accept the connection#

Message: “That server didn't accept the connection. Check the port and the encryption setting – usually 993 with SSL/TLS, or 143 with STARTTLS.”

The server exists but accepts no connection on this port; almost always the wrong port. Check that:

• it is 993 with SSL/TLS or 143 with STARTTLS, not crossed over;
• the port was adjusted after you changed the encryption;
• access to mailboxes is not blocked on a company network – ask your administrators.

The encrypted connection failed#

Message: “The encrypted connection failed. The port and the encryption setting probably don't match – try SSL/TLS on 993 or STARTTLS on 143.”

The server answered, but encryption could not be established. Check that:

• you swap the pair: SSL/TLS on 993 for STARTTLS on 143, or the other way round;
• on a company server, the certificate is valid – Documont requires one and rejects a self-signed certificate. Your administrators can change that.

Documont will not connect without encryption.

Your provider rejected these credentials#

Message: “Your provider rejected these credentials. Check the email address and password – many providers need an app password for IMAP.”

The connection stands and the server turned down the sign-in. Usually it is not the password that is wrong but the kind of password. Check that:

• you used an app password instead of your normal one; at Apple it is required → Connect iCloud Mail;
• you generated a new app-specific password after changing your Apple password;
• the email address field holds the full address – at iCloud, only the part before the @;
• Microsoft 365, Outlook.com and Hotmail are out: Microsoft no longer accepts passwords → Microsoft mailboxes.

We couldn’t open that folder#

Message: “We signed in, but couldn't open that folder. Check the folder name – for most providers it's INBOX.”

Check that:

• you left INBOX in place if you do not want another folder;
• the spelling matches your email program exactly – capitalization counts;
• subfolders use your provider’s separator, INBOX.Invoices or INBOX/Invoices for example;
• there is one folder per connection and no subfolders; set up a second connection for another folder.

The server didn’t answer in time#

Message: “The server didn't answer in time. Check the server address and the port, or try again in a moment.”

No answer came within the waiting period: either trouble at your provider or a port with nothing listening on it. Check that:

• you try again;
• if it keeps happening, the server address and the port are right. At iCloud, port 143 does not answer; 993 with SSL/TLS applies there.

That didn’t work#

Message: “That didn't work. Please try again in a moment.”

An error that fits none of the other messages. If the provider reported something, it stands below: “The server says: …”. Check that:

• you try again;
• you look the server’s answer up in your provider’s help – it comes from them word for word;
• if the error stays, write to us with the server’s answer and your provider, but without your password.

Some details are missing or invalid#

Message: “Some details are missing or invalid. Please check your entries.”

This message comes before Documont speaks to any server: a required field is empty or invalid. Check that the IMAP server, email address and password are filled in, and that the port field holds a number.