Gmail setup keeps failing

Hi All,

I want to know how to configure outgoing and incoming mail setting with gmail account for Web Help Desk. I have version 12.5.2 - Build #12.5.2.84, setup as a virtual appliance.

On incoming mail account, it doesn't matter whether I configure the mail setting using IMAP or POP. I keep getting the same message of "Email Account was updated successfully. However, the following error occurred while attempting a connection with the mail server: Authentication Failed"

I'm not seeing how the authentication can fail, since I'm able to log into Gmail with the email address and password that I'm trying to setup.

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justin.gray

We use the following for incoming:

And the following for Outgoing:

fluffy_midnight

Hi jennjoe4,

If you still can't get this to work and you have the mail servers with the correct addresses as per justin's screenshots, please can you provide screenshots of your configuration (personal details blanked out).

As this is Virtual Appliance, have you got the appropriate ports open to connect to and from Gmail?

Have you gone into the Gmail settings and enabled 'Allow less secure apps'? You can enable this within the sign-in & security section.

-Midnight

FormerMember

I tried the settings per Justin's instructions, but still received "Email Account was updated successfully. However, the following error occurred while attempting a connection with the mail server: Authentication Failed".

I've attached both the incoming and outgoing configurations.

On Virtual Appliance, do I have to open ports on it?

Yes, for the email address that I'm using I have enabled less secure apps.

fluffy_midnight

Hi jennjoe4,

For the outgoing mail, can you disable SSL and use port 587? - this is the TLS port.

If it is still failing after this, can you check if you have IMAP enabled within gmail.

As Gmail is responding with the authentication failed message I would presume the cause wouldn't be the Virtual Appliance, however it's still worth ruling this out by having the port open whilst you are trying to resolve the issue.

If all this fails, try resetting your gmail password and trying again.

-Midnight

FormerMember

That worked.

I'm able to send create a ticket via email But, now I have another issue. It creates a ticket, but does not send out an email notifying me of the ticket. I get the following error.

Ticket error.JPG

Ticket Error Info.JPG

it27

Try re-inputting the password before you confirm the settings. I think there's a bug in the interface that does something with the password field between clicking "Save" and "Confirm Settings"

I had this issue and did the following:

Input your password
Click Save
Input the password again
Click "Confirm Settings"

That worked for me.

fluffy_midnight

That would be caused by browser cache, this will override a password that you put into the credentials when you go to save them.

Unfortunately that's not quite the issue here as we have managed to get Incoming and Outgoing connections to parse through.

-Midnight

drjonesy

Not sure if you resolved this - we use Gmail for business - its best to generate an 'Application Password' in Gmail as Google can often block service accounts