Troubleshooting Email Connection Issues on macOS and Windows

If you’re unable to connect your email account on your device or software (such as Outlook, Apple Mail, or Windows Mail), follow the steps below to identify and fix the problem.

These instructions apply to all Thamara.cloud-hosted email accounts.

Common Causes of Connection Problems

Before troubleshooting, check the most common reasons email fails to connect:

• Incorrect username or password
• Wrong incoming/outgoing mail server settings
• Incorrect port numbers or encryption type (SSL/TLS)
• Antivirus or firewall blocking the connection
• Network or ISP blocking email ports
• Outdated email app or OS

Recommended Email Settings for Thamara.cloud

 Tip: Always use IMAP instead of POP3 if you access your mail from multiple devices.

Troubleshooting Email on macOS (Apple Mail)

Follow these steps if your email isn’t connecting on a Mac.

Test via Webmail

If your desktop client can’t connect, try logging in through [webmail.yourdomain.com]().

• If you can log in successfully, your credentials are correct.
• If not, reset your email password in your Thamara.cloud control panel.

If your desktop client still can’t connect, Follow these steps.

Step 1: Verify Your Internet Connection

• Open Safari and visit any website (e.g., thamara.cloud).
• If the page doesn’t load, fix your network connection before continuing.

Step 2: Check Your Email Username and Password

1. Open Mail → Settings → Accounts.
2. Select your email account.
3. Under Account Information, make sure your Username is your full email (e.g., name@yourdomain.com).
4. Re-enter your password if prompted.

Step 3: Confirm Incoming and Outgoing Server Settings

1. In the same account window, click Server Settings.
2. Check:

• • Incoming Mail Server: mail.yourdomain.com
  • Port: 993 (SSL enabled)
  • Outgoing Mail Server (SMTP): mail.yourdomain.com
  • Port: 465 (SSL enabled)

3. Ensure both servers use SSL and Password Authentication.

Step 4: Disable SSL Verification Temporarily (if Testing)

Sometimes macOS flags SSL certificates incorrectly.

1. Uncheck Automatically manage connection settings.
2. Re-enable Use TLS/SSL manually.
3. Save changes and retry connection.

Step 5: Check Firewall and Security Software

• Go to System Settings → Network → Firewall and temporarily disable it.
• If the connection works, add Mail as an allowed app.

Step 6: Remove and Re-add the Account

If none of the above steps work:

1. Back up your emails (if using POP).
2. Remove the account from Mail.
3. Re-add it using the correct Thamara.cloud settings.

Troubleshooting Email on Windows (Outlook or Windows Mail)

Follow these steps if your email isn’t connecting on a Windows computer.

Step 1: Verify Network Connectivity

• Try opening any website in your browser to confirm you’re online.
• If you’re on public Wi-Fi, switch to a trusted network (some block email ports).

Step 2: Confirm Account Credentials

1. Open Outlook or Mail.
2. Go to File → Account Settings → Email Accounts.
3. Select your email address → Change.
4. Make sure your Username is your full email address and your Password is correct.

Step 3: Check Incoming and Outgoing Server Settings

1. In Account Settings → More Settings → Advanced, enter the above values.
2. Ensure both “This server requires an encrypted connection (SSL)” boxes are checked.

Step 4: Disable Conflicting Antivirus or Firewall Temporarily

• Antivirus programs like Avast or Norton can block email ports.
• Temporarily disable them and test sending an email.
• If it works, add Outlook or Mail to the antivirus allow list.

Step 5: Repair or Recreate the Profile

If connection issues persist:

1. Go to Control Panel → Mail → Profiles.
2. Select your Outlook profile and click Repair.

• • If that doesn’t help, click Add to create a new profile.

3. Re-enter your Thamara.cloud mail settings.

Additional Tips

• Always use SSL/TLS encryption for better security.
• Avoid using public Wi-Fi without a VPN.
• Restart your device after major configuration changes.
• Check your domain’s DNS records (MX, SPF, DKIM) via Thamara.cloud DNS panel.

Still Need Help?

If you’ve tried all steps and still can’t connect:

• Contact Thamara.cloud 24/7 Support through your client area or Live chat.
• Provide:
• • Your email address
  • Device type (Mac or Windows)
  • Email app name (Apple Mail, Outlook, etc.)
  • Screenshot of your server settings page

Our support team will help verify your configuration.

Updated on: 02/11/2025