Errors received

The common authentication errors discussed in this article are:

• "Authenticate as SSL client failed. You might be connecting to non SSL port"
• “Authentication unsuccessful, the user credentials were incorrect“ 
• "Authenticate failed"

Where might you see these errors?

• An error can occur when saving email settings 
• Issues sending emails out of DASH 
• An error can be received when checking email inbox under More > Emails
• An error can occur when testing email settings

Solution(s)

These errors can be caused by an issue with the Email Settings entered in DASH. They can also occur when the credentials entered in DASH are correct, but the connection between DASH and your email client is blocked. If you use POP3 setup instead of IMAP, contact our Support team for further assistance. 

To confirm whether your company uses IMAP or POP3: go to your email settings in DASH under Administration > Employee/Security Settings > Email Settings. Locate a user who has their email settings set up. Click edit next to the user, then click on the "Incoming" tab. You should either see IMAP or POP3 listed here:

How to resolve the error

There are a few things you will need to check to resolve this error:

1. Microsoft/Outlook email users: please refer to this Resource Center article for more information on how to set up OAuth. Specifically, you'll want to make sure that you have modern authentication enabled for your Microsoft/Outlook account. See this article for more details - OAuth email settings for Microsoft
2. Gmail email users:
   • Gmail requires a specific setup within DASH. If you receive this error (“Authentication unsuccessful, the user credentials were incorrect“) it is likely because the password entered into your email settings is not correct.
   • You will need to ensure that the password entered under Administration > Employee / Security Settings > Email Settings matches the app password generated within Zoho.
   • Please see the Gmail section in this article for more information on how to set up your email settings with Zoho/Gmail forwarding - Email configuration settings (IMAP)
3. For all other email providers: follow steps #4-8 below
4. Check your SSL settings in DASH 
   • Navigate to your email settings (Administration > "Employee / Security Settings" > Email)
   • Locate the user who is having issues and click Edit next to their name
   • Make sure that the "Use SSL?" checkbox IS CHECKED in the Incoming tab and is NOT CHECKED in the Outgoing tab
5. Ensure that SMTP is enabled within your email client
6. Ensure that two-factor authentication is turned off within your email client settings
7. Make sure that you have an App password set up if you use Yahoo! as your email provider. For emails to be successfully integrated with DASH, you must generate an App password which should be entered in place of your email login password within DASH email settings. An App Password is a 16-digit passcode that gives a less secure app or device permission to access your account. You should be able to find instructions online on how to do this with your email client or contact your IT for help. 
   • To get an app password, search Google for “App password [insert your email provider here]” - ex: if you use Yahoo!, search Google for “App password Yahoo!” etc. 
8. Lastly, make sure that these domains and IP addresses are whitelisted (added to the approved list) within your email provider. If you do not have an IT person to assist you with this, simply Google search: "how to whitelist domains and IP addresses for [insert email provider name]".
   • Domains: sendgrid.net, sendgrid.com, nextgearsolutions.com, nextgearsolutions.net 
   • IP Addresses: 52.191.87.92, 52.191.87.93, 52.191.87.94, 52.191.87.95

Questions? Contact Us!