Below are common causes to email importing issues and their fixes. We may direct you to your email provider, as our ability to help is limited to the SAM-side.
SAM submits emails to be sent to your email server via SMTP protocol, which either accepts the email or returns an error. Usually the errors returned are generic, like "Failure sending email", which means the email server refused the connection due to invalid username/password, port or SSL.
SAM uses the .NET SMTP client class, which handles all the work of passing the Server-Address, Port, SSL-Enabled, Username, Password, To, From, Subject and Body to the SMTP Server.
Email importing FAQ's:
Do I need to have my email window open?
No. Email Importing works when Outlook and SAM are closed, and even when your computer is off.
If I change my email password, do I need to change anything in SAM?
Yes. You need to modify your Email Importing Settings.
Can Email Importing use the BCC field?
No. SAM can only match with the Sent, To and CC fields.
How long do I need to wait before my emails are imported into SAM?
Email importing runs nightly, so they should appear the day after you enable email importing.
If we delete an email from our inbox will it continue to show in SAM under Communications?
It depends, if the email has already been imported, then it's imported. You can delete it from the Communication record. If you delete the message from the inbox prior to being imported, then it should not be imported.
Common email importing issues:
No emails are being imported
Be sure you have correctly enabled email importing. The first import will happen the evening after you enable email importing, so please give SAM 24 hours to catch up with all your emails.
Emails are not importing for a user
If the email importing is not importing emails for a user, check the user has email importing enabled and with their current email credentials. If email importing was working and stopped suddenly, you should re-enter the user email credentials.
"Communication entered by" shows wrong user
SAM searches through all email addresses entered for Person records to know which Person to enter for the "Communication Entered By" field. If the "From" email isn't entered for any Person records, then SAM will default to using the Person who the email was imported from.
SAM will not retroactively change this if you enter the missing email address on the Person record afterwards, so it's important to make sure that Persons have all their additional email addresses entered in their Person record.
Last Login Message: [AUTHENTICATIONFAILED] Invalid credentials (Failure)
You'll need to setup multi-factor authentication in Gmail to generate an app password to be used instead of the user's email password.
See our Enable Email Importing guide for more details on 2-step verification and app password setup in Google.
Office 365 users
The username for O365 is the email address. If that doesn't work with "smtp.office365.com" and Port 587 and "Requires SSL" checked then it must be a security setting in O365 that was enabled.
The 5.7.57 error is an authentication issue, meaning you're not passing the correct credentials to your email provider. If you've verified and entered your credentials but you're still getting an error, your Office 365 administrator may have Multi-Factor Authentication enabled. Your email provider / administrator will need to generate an “app password." This password should be used in place of your user's password. See our Enable Email Importing Guide about enabling multi-factor authentication and app passwords for details.
Some systems have the ability to whitelist IPs so that multi-factor authentication and other security measures are omitted for these IPs. To do this, they would need to white-list both of these IPs:
- 18.104.22.168 - should be the IP for outgoing requests from our server
- 22.214.171.124 - also needs to be whitelisted, due to the differences in IMAP and SMTP
Email importing missed a specific email
When this occurs, check that...
- The record's email address is entered in SAM
- Some email programs delete the message of your email server when it downloads the email to your computer. (This is common if you're using POP3 to access your emails.)
- Login to the web interface for your email account and make sure that the emails exist there. The web interface accesses your email server directly, so it will always show you all the emails in your email account
- It can take several hours for the emails to be imported by the ID or Last Name in the subject line, due to the speed limitations of text searching through so many emails.
If this does not help, use the Support link in your SAM site to alert our team.
We will need to know the following to solve the issue:
- The email address sent to
- The email address / user sent from
- The subject line
- The date the email was sent / received
Sent-items / replies are not being imported
If you're using a desktop email client, like Outlook, please make sure that you are using IMAP or MAPI, not POP3 to connect to your email server.
SAM connects to your email server, which may not have all the emails that are stored locally on computer. So, your email client (Outlook), may need to be configured to save a copy of the sent emails in a folder on your email server. This would be necessary for each user with Email Importing enabled.
The email body is empty
If the body of the imported email is empty it means the email has been deleted from your email server or moved to a different folder. This is most likely caused by the settings in your email provider to delete the email of the server after it has been downloaded.
We understand that there are space limitations to storing old emails on your server, but we recommend keeping your emails on the email server for at least 1 month, because a client's email address might not be entered until a later time when a user notices that their emails are not being imported.
We recommend paying for the additional storage to store your emails on your email server for at least a couple of years if possible, and using IMAP or MAPI protocols, instead of POP3, to connect to your email server.
Common email sending issues:
Has your email password changed?
The majority of email sending issues are due to users changing the password for their email account and not updating it in SAM. SAM attempts to send an email (via firstname.lastname@example.org email) to users when their email sending settings are not working.
Does your email account require you update your password?
Some email administrators require that users update their passwords frequently, such as every 60 days, or set new security requirements which your current password no longer meets.
When this occurs, you no longer have access to your account until you update your password. This also prevents SAM from correctly sending emails on your behalf.
Update your password for your email account, then login to SAM and navigate to your Person record and update it there (Advanced Options > Email Sending)
Some errors are temporary, like if the email server is too busy or times-out.
Have you exceeded your sending limit?
There are also email sending limits, like 500 per day for most Google Apps users, which will cause your all emails to fail after the limit has been reached.
Some email providers, like Google, may require you to login through their website in order to unlock your account if you've had too many failed login attempts.