Opened 3 years ago

Last modified 3 years ago

#12117 assigned Bug/Something is broken

Problem with New Email Addresses

Reported by: Kate Shapiro Owned by: JaimeV
Priority: Medium Component: Tech
Keywords: Cc:
Sensitive: no



We have set up 4 new mayfirst email accounts (for the first time) and my co-worker can't send any emails through hers. Her email is agentzero@….

We are logging in using

I have not had a chance to test mine or even log int. She said she gets a Authentication Error 535 when she tries to send something.

But it seems to work for my other coworker jade brooks.

We need this rectified by Friday! !!! Please! Thanks

Change History (8)

comment:1 Changed 3 years ago by JaimeV

Do you mind if I change her password temporarily to to see if I can reproduce the problem myself directly?

Last edited 3 years ago by JaimeV (previous) (diff)

comment:2 Changed 3 years ago by JaimeV

Owner: set to JaimeV
Status: newassigned

comment:3 Changed 3 years ago by Kate Shapiro


comment:4 Changed 3 years ago by JaimeV

I was able to login as user ssebring (the user account e-mail agentzero@… is associated with) and I was able to send a test mail successfully.

One thing I noticed was that the basic profile settings had not been set yet which usually indicates this is the first time the account is being used. I'm not sure is she was able to login correctly the first time, but you should be aware it can take up to 15min for a new user account to become active.

The first time you login to a new account in roundcube you'll be prompted with a window where you can modify the profile settings. By default roundcube will contain your username@… in the e-mail field. You will usually want to change this to whatever e-mail you prefer to use. After doing this for the user ssebring. I was able to send mail without problems.

I've restored the previous password now. Can you have her try again?

comment:5 Changed 3 years ago by Kate Shapiro

she said its still the same :(

comment:6 Changed 3 years ago by JaimeV

Is the problem only with sending or with logging in?

Is she able to login via with user ssebring ?

comment:7 Changed 3 years ago by Kate Shapiro

she can login just not send

comment:8 Changed 3 years ago by JaimeV

Can you have her make absolutely sure she is logging in with user "ssebring" in all lower case letters before attempting to send any e-mail? There is a known problem with our config #11705 that allows you to login with mixed case but then does not allow you to send e-mails.

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