Troubleshooting Email Errors

Hitting an error when trying to setup the Email Integration? Use this help guide to uncover what the error means and what you can do to get your email up and running in Base. 

Jump to more information on the specific error message you see in Base:

 

Error Explanations & Solutions

Reference the error message you see in Base to find out more about what the error means, potential reasons why the error was triggered, and suggested solutions.

 

001: "We couldn't reach your email server"

What Happened: We use the email credentials you provided to 1) first find your email server 2) then make a connection to your email server (to sync and send emails in Base). This error indicates we're unable to complete this first step: we couldn't find or reach your email server.

   What does that mean? What can I do about it?
Possibility #1 In most cases, this error is a result of a typo Solution: Check that your IMAP and SMTP settings are spelled correctly. These settings include:
  1. IMAP server name
  2. IMAP port
  3. SMTP server name
  4. SMTP port
Access your email account to locate these IMAP & SMTP settings or contact your IT
Possibility #2 Another reason could be that your email domain (i.e. name@companyname.com) stopped working Solution: Check that you can access your email account outside of Base

 

 

002: "We reached your email server but couldn't connect"

What Happened: We use the email credentials you provided to 1) first find your email server 2) then make a connection to your email server (to sync and send emails in Base). This error indicates we're able to find your email server but unable to make a connection with the server. 

   What does that mean? What can I do about it?
Possibility #1 The port number you entered is not correct. You have an incoming mail server (IMAP) and an outgoing mail server (SMTP) - both of these servers have ports. We use the port numbers you provide to connect to your email server. Solution: Check the settings in your email account to ensure you're entering the correct port numbers. You have a IMAP port and a SMTP port - check both!
Possibility #2 A firewall is restricting us from making a connection to your email server Solution: Disable any firewalls in place on your email server. We recommend contacting your IT. Note: we don't have a static IP address. We have a port range (we use AWS), which may be a bit much to whitelist but can be accessed here
Possibility #3 Your server is down, very slow, or not responding Solution: Disable any firewalls you have in place on your email server

 

 

003: "An unknown error occurred while trying to connect to your email server. Try again but if issues persist, please contact support"

What Happened: We use the email credentials you provided to 1) first find your email server 2) then make a connection to your email server (to sync and send emails in Base). This error indicates we're able to find your email server but unable to make a connection with the server. 

   What does that mean? What can I do about it?
Possibility #1 We didn't anticipate the error and we're unsure of the cause Solution: Try again. If you get the same error after multiple attempts, please contact Base Support. 

 

 

004: "No TLS or SSL certificate found on your email server."

What Happened: We have 2 requirements for integrating your email in Base:

  • a valid 3rd party SSL certificate or TLS protocol (either)
  • IMAP & SMTP settings (must have both enabled on your server)

When you setup the email integration we verify that you meet these 2 requirements, which are in place for security reasons. This error indicates that we couldn't verify 1 of these requirements - specifically, we could not verify the presence of a SSL certificate or TLS connection on your email server.

   What does that mean? What can I do about it?
Possibility #1 You don't have a SSL certificate (or TLS) Solution: Purchase a SSL certificate. Click here to see a list of recommended certificates
Possibility #2 You have a SSL certificate (or TLS) but it's misconfigured on your email server so when we check for this, no certificate is returned  Solution: If you have a SSL certificate, check that it's configured correctly on your email server. Click here to use SSL Checker to learn more about your SSL configuration
Possibility #3 Your server is not supporting SSL (or TLS) on the correct port Solution: Check that you're entering the correct IMAP and SMTP ports when setting up the integration

Email___Base_CRM_2018-09-10_13-11-58.png

 

 

005: "We located your SSL certificate, but it's not secure"

What Happened: We have 2 requirements for integrating your email in Base:

  • a valid 3rd party SSL certificate or TLS protocol (either)
  • IMAP & SMTP settings (must have both enabled on your server)

When you enable the email integration we verify that you meet these 2 requirements during setup, which are in place for security reasons. This error indicates that we found a SSL certificate on your email server, but it's not a legitimate or trusted certificate.

Note: this error indicates an issue stemming from your side, related to the SSL certificate. You will need to make a change in order to get the email integration up and running. Use the suggested solutions below but if possible contact your IT with this information.

 

   What does that mean? What can I do about it?
Possibility #1 You have a SSL certificate but it's "self-signed". In other words, your SSL certificate is not validated by a trusted Certificate Authority (companies who provide valid 3rd party SSL certificates) so it's considered insecure Solution: Provide a valid and trusted SSL certificate from a known provider. See a list of recommended certificate providers
Possibility #2 You have a SSL certificate but it's not installed correctly SolutionClick here to use SSL Checker to learn more about your SSL configuration

 

 

 

006: "The hostname on your SSL/TLS certificate does not match your email server's hostname"

What Happened: We have 2 requirements for integrating your email in Base:

  • a valid 3rd party SSL certificate or TLS protocol (either)
  • IMAP & SMTP settings (must have both enabled on your server)

When you enable the email integration we verify that you meet these 2 requirements during setup, which are in place for security reasons. This error indicates that we found an issue when verifying the first requirement relating to a valid SSL/TLS certificate. Specifically, we found that the hostname, or in other words your domain name, on the SSL certificate does not match the email you're integrating in Base.

Every certificate is assigned a specific domain or group of domains. We compare the domain/hostname on the certificate with the email domain you're integrating in Base to ensure they are the same. This particular error indicates that the domain on the certificate is not the same as the domain you're trying to connect to Base.

  • For example, if a user wants to connect their email "email.getbase.com" but the hostname on the certificate is "futuresimple.com", we can't accept this
   What does that mean? What can I do about it?
Possibility #1 One reason could be that the incorrect certificate was used Solution: Ensure the correct certificate is configured on your email server
Possibility #2 Another reason could be that the certificate was signed with the wrong domain (or didn't include subdomains) Solution: Ensure that the hostname/domain on your certificate matches the email domain you're integrating in Base

 

 

007: "We couldn't verify the presence of a valid SSL/TLS certificate"

What Happened: We have 2 requirements for integrating your email in Base:

  • a valid 3rd party SSL certificate or TLS protocol (either)
  • IMAP & SMTP settings (must have both enabled on your server)

When you enable the email integration we verify that you meet these 2 requirements during setup, which are in place for security reasons. This error indicates that we found an issue when verifying the first requirement relating to a valid SSL/TLS certificate.

   What does that mean? What can I do about it?
Possibility #1 We sometimes can't verify certificates because the certificate is signed by an authority that isn't trusted
  • it could be a "cheap" certificate, meaning that it's issued by a provider that isn't classified as a trusted Certificate Authority
Solution: Check that your SSL/TLS certificate is provided by a trusted Certificate Authority. Further trouble? Please contact Base Support and provide:
  1. IMAP servername
  2. IMAP port
  3. SMTP servername
  4. SMTP port
  5. Name of your certificate provider
Possibility #2 We sometimes can't verify certificates because the certificate is signed by an authority that isn't trusted
  • it could be a certificate issued by a new provider that we aren't yet aware of
Solution: If you know that you're using a new provider, please contact Base Support and provide:
  1. Name of your certificate provider
  2. IMAP servername
  3. IMAP port
  4. SMTP servername
  5. SMTP port
Possibility #3 The certificate is missing some information, preventing us from verifying that it's valid or not Solution: Ensure the certificate includes pertinent information. If problems persist, please contact Base Support and provide:
  1. IMAP servername
  2. IMAP port
  3. SMTP servername
  4. SMTP port

 

 

008: "We couldn't establish a secure connection due to an issue with your SSL/TLS certificate"

What Happened: We have 2 requirements for integrating your email in Base:

  • a valid 3rd party SSL certificate or TLS protocol (either)
  • IMAP & SMTP settings (must have both enabled on your server)

When you enable the email integration we verify that you meet these 2 requirements during setup, which are in place for security reasons.This error indicates that we found an issue when checking the first requirement relating to a SSL/TLS certificate.

   What does that mean? What can I do about it?
Possibility #1 When checking for a valid SSL/TLS certificate we ran into some general SSL/TLS error, preventing us from establishing a secure connection between your email server and Base. Without a secure connection, emails would go unencrypted through the internet putting your sensitive data at risk Solution: Please contact Base Support and provide:
  1. a screenshot of the error
  2. IMAP servername
  3. IMAP port
  4. SMTP servername
  5. SMTP port

 

 

 

FREQUENTLY ASKED QUESTIONS

 

WHAT ARE THE REQUIREMENTS TO INTEGRATE MY EMAIL IN BASE?

  1. A valid 3rd party SSL certificate (or TLS). Don't have a SSL certificate? Check out SSL reviews here.
  2. IMAP and SMTP settings. If you have a different protocol enabled (i.e. POP) you'll still need to enable IMAP and SMTP to integrate your email in Base.

Common email hosts, like Gmail, meet our requirements and seamlessly connect to Base.

What are IMAP and SMTP?

These are email protocols that allow us to sync your inbox to Base, as well as send emails from Base. You have an incoming mail server (IMAP) and an outgoing mail server (SMTP). You may already have IMAP and SMTP enabled on your email server, but if not then you can enable them to integrate your email with Base. Read more on IMAP and SMTP here.

WHAT IF I DON'T HAVE SMTP OR IMAP? 

You must have IMAP and SMTP settings enabled in order to integrate your email in Base. If you're using a different protocol, such as POP instead of IMAP, you'll still need to enable IMAP. If you're unsure of where to find these settings, try checking your email server settings or reaching out to your email service provider or IT team.

Do you support 2-step verification?

  • We support oauth2 for Gmail
  • We don't support SSO (single sign-on) with this integration
  • If you have any form of 2-step verification/authentication enabled on your email (and you don't use Gmail), try checking to see if you can create an App-Specific Password. Learn more (link specific to Office365)!

WHY AREN'T MY EMAILS DISPLAYING ON A LEAD/CONTACT?

There may be a duplicate and emails are syncing to the oldest record in the system or you may have the incorrect email address stored in Base, but check out our troubleshooting guide to find out!

CAN I INTEGRATE MORE THAN ONE EMAIL ADDRESS?

No, each user can integrate one email in Base. You can push individual emails from another email using the BCC address on the contact card. Check out our help guide on the Email BCC Contact Dropbox.