How to troubleshoot email connectivity issues? : Freshsales Classic

When connecting your email to Freshsales, there may be instances when the email authentication does not go through and that you may have to troubleshoot the email connection to ensure that it is in order. Follow these steps to troubleshoot your email sync:

A. Check if you have opted for the right email client:

If you are connecting a personal account, then please ensure that you have opted for Outlook. This includes for emails ending with outlook.com, hotmail.com, and live.com.
If you are connecting a work email address like jane@acme.com, then opt for Microsoft 365.

B. Check your IMAP and SMTP email permissions of your Mailbox

Please ensure that the following permissions are enabled before connecting your Microsoft 365 or Outlook Mailbox with Freshsales:

Gmail	In your Google/Gmail account, go to Settings Select the 'Forwarding and POP/IMAP' settings Under the 'IMAP access' section, toggle on the option to 'Enable IMAP.'
Microsoft 365/Outlook Mailbox	IMAP and SMTP needs to be enabled for a mailbox to be connected. Click here to know your IMAP settings. If your IT team has restricted IMAP access to your mailbox then you can use EWS to connect your mailbox. So please make sure EWS is enabled in your mailbox.
Others	The method to access the mailbox varies for different mailboxes. Please contact your IT team if you are not aware of how to access the same for your team.

C. Check if your IT team mandates IP whitelisting of Freshworks IP
Freshworks IPs need to be whitelisted if your IT Team maintains a list of IPs to connect based on the region. Add IMAP IPs from Mail Service IP Details, Freshsales SMTP IP's

Freshsales Prod NAT IPs' for Whitelisting
US Region	52.6.72.79
	52.4.214.143
	52.7.20.16
	52.1.79.135
EU Region	35.157.1.198
	18.195.63.210
	35.157.24.134
	18.195.191.138
AU Region	13.237.188.87
	13.236.41.23
	54.153.147.84
	13.238.221.248
IND Region	13.235.212.155
	15.206.115.131
	15.206.98.177
	13.235.41.143

CUSTOM IMAP and Custom SMTP

IP ADDRESS	REVERSE NAME	PURPOSE
34.198.193.174	mail-us1.freshemail.io	CUSTOM IMAP and Custom SMTP
34.199.167.230	mail-us3.freshemail.io	CUSTOM IMAP and Custom SMTP
34.202.174.188	-	CUSTOM IMAP and Custom SMTP
52.203.5.138	-	CUSTOM IMAP and Custom SMTP

CUSTOM IMAP and Custom SMTP

IP ADDRESS	REVERSE NAME	PURPOSE
35.158.67.243	mail-eu1.freshemail.io	CUSTOM IMAP and Custom SMTP
35.158.71.15	mail-eu2.freshemail.io	CUSTOM IMAP and Custom SMTP
18.184.155.228	-	CUSTOM IMAP and Custom SMTP
18.184.214.37	-	CUSTOM IMAP and Custom SMTP

SYDNEY Region - CUSTOM IMAP and Custom SMTP

IP ADDRESS	REVERSE NAME	PURPOSE
52.62.151.40	-	CUSTOM IMAP and Custom SMTP
13.237.4.248	-	CUSTOM IMAP and Custom SMTP
13.211.56.237	-	CUSTOM IMAP and Custom SMTP

INDIA Region - CUSTOM IMAP and Custom SMTP

IP ADDRESS	REVERSE NAME	PURPOSE
13.127.153.86	-	CUSTOM IMAP and Custom SMTP
52.66.154.99	-	CUSTOM IMAP and Custom SMTP
13.127.210.61	-	CUSTOM IMAP and Custom SMTP

D. Check with your IT team for ssl certificates

Possible problem- There could be a mismatch between the Common Name(CN) in SSL certificates and the IMAP/SMTP server details entered in the form.

Here’s how you can solve this issue:

1. Verify the SSL certificate is valid with your IT team

2. Connect using the server name present in the SSL certificate

For example, if your CN on the SSL certificate is imap.domain.com, then IMAP server field must be imap.domain.com.

E. Check your Port numbers

1. Please make sure the port number entered in the form is open for accepting connections.

2. Check the SSL certificate for the exact port number of both SMTP and IMAP mailbox connections.

General Port Numbers:

Provider	Type	Port Number	SSL or Security
Gmail*	IMAP	993	SSL
Gmail*	SMTP	587	TLS
Office365/Outlook IMAP	IMAP	993	SSL
Office365/Outlook IMAP	SMTP	587	TLS
Others	IMAP	993(SSL) 143(Without SSL)
Others	SMPT	25 (None) 465 (SSL) 587 (TLS)