E-mail settings errors and how to fix it. Step by step guide!

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Hi, there.

The e-mail fetching option is quite simple – every email sent to your support email address will be turned into a ticket. If any reply is sent to the email, the message will be attached to the ticket history.

By the other hand, e-mail settings is the most challengeable settings in Catchers Helpdesk plugin. That’s why we will try to cover all existing cases from our customers and the ways how to fix it. Let’s go!

  1. “IMAP doesn’t exist. PHP must be compiled with IMAP enabled.”

The IMAP extension in PHP enables you to communicate with email servers via both the IMAP and POP protocols. Without it enabled functions Catchers Helpdesk won’t work. It is a standard case for e-mail fetching plugins. To allow you to clear manage your customer support tickets Catchers Helpdesk interacts with your email server using IMAP. Hopefully, the extension isn’t always enabled by default by all web hosts. But this error message appear because you have another setting.

We strongly recommend you to ask your hosting provider.

Here’s a text of the message: Hi “hosting company” support. I’d like you to enable the PHP IMAP extension for my account. I need it for e-mail fetching plugin (Catchers Helpdesk Plugin for support) Please, let me know about results.

Thanks!”

According to our experience, it will take a few hours. After that, you should try again.

Anyway, please let us now about results, because we are highly interested in your successful connection. We are ready to go with you before the following message: Connection to server: established successfully.

 

“Can not connect to the server: imap.gmail.com. Please check your settings.”

 

Connection error: Can not authenticate to IMAP server: [ALERT] Please log in via your web browser

It seems this error is related to the access to “Less secure apps” disabled for the user you’re trying to connect via IMAP. Please follow these steps to solve this issue:

In your Admin Console, follow the steps available at this support article under the section “Enabling less secure apps to access accounts”.

Log in as the affected user and follow the steps to “Allow less secure apps to access your account” as described at this support article

Anyway, please let us now about results, because we are highly interested in your successful connection. We are ready to go with you before the following message: Connection to server: established successfully.

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