Troubleshooting email connection/password issues
When having email connection/password issues:
- Can they access his account on some devices and not others? Then that might either a configuration or password error on that device.
If they can not access his email only from a specific location i.e. he can't when on his WIFI and can not reach webmail either but can access it from his phone when using his phone provider's 4G-5G:
**Their home or office WIFI IP address may have been temporarily blocked in our firewall **for too many repeated failed logins and they can not reach the server from your location.
If they are still having this issue:
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Please check their IP Address from the computer having trouble connecting to our server:
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Open a favorite Browser
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Copy the IP Address shown in your support ticket.
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If they can't access it from any location: His email account may have been compromised and it is safer to change his password as a precaution.
Here is how to do that:
Note on Zimbra or Plesk users can reset their own passwords if they have entered a recovery address.
If they do not have one:
Most hosted domains have a dedicated Delegated Admin user in charge of managing their domain email users on Zimbra or Plesk.
We at HIS support will only reset @his.com/hers.com user's passwords, or as a last recourse for the other domains.
