Troubleshooting - Mailbox logins

1 Overview

bxp software has the ability to log into an email box and retrieve all of the emails from it to turn them into work items in a Form.

This article explores a couple of potential issues and their solutions.

2 Step by step

Step	Title	Tool
1	Is the mail server publicly accessible? Use this link to test the server	http://mxtoolbox.com/diagnostic.aspx
2	Is the mail server accessible via IP?	ping from your desktop
3	Is there any black listing / white listing preventing bxp from accessing the server?	Ask your IT guys
4	Can you access this mailbox through an Outlook account?	Set up an IMAP4 account in outlook using the details and credentials supplied
5	Have you got the right username and password?	The previous test should provide this as visual feedback
6	Is the mailbox SSL secured?	See the article below
7	Is the SSL certificate valid?	Using the MXToolbox check above, correct all issues first
8	Time for the heavy weights.	Call bxp support and let us help you. Please note that as the issue not a bxp issue, this will be chargable time.

3 Note : SSL protected mailboxes

Sometimes configurations of the mailboxes on the servers can cause a few challenges, especially when SSL certificates are involved.

SSL certs are usually configured for the public address e.g. www.something.com

When you try to log into mail.something.com you get an error or refused entry. The solution is to use the IP address of the server instead, which should then enable the SSL cert to match.