Fix a mail app that won't connect
If a mail app cannot connect to XgenPlus, check four things. IMAP or POP must be turned on in Settings › Enable POP/IMAP. Use an app password, not your normal password. The servers must be imaps.xgenplus.com port 993, pops.xgenplus.com port 995 and smtps.xgenplus.com port 465 with SSL or 587 with STARTTLS. Your user name is your full email address.
How to fix a mail app that won't connect
- Open Settings › Enable POP/IMAP in webmail and check that IMAP or POP is on.
- Create a fresh app password and enter it in the app.
- Check the server names, ports and SSL settings against the settings page.
- Make sure the outgoing server uses authentication with the same user name and password.
- If it still fails, ask your administrator to check that POP and IMAP are allowed for your account.
When to use it
After changing his password, Ajay's Outlook keeps asking for it. He creates an app password for Outlook, enters it once, and Outlook stops asking.
Common causes
| Symptom | Likely cause | Fix |
|---|---|---|
| Password rejected | Wrong password, revoked app password, or two-step login on | Create a new app password |
| Cannot reach server | Wrong server name or port | Use imaps.xgenplus.com, pops.xgenplus.com or smtps.xgenplus.com from the settings page |
| Old mail missing | Start date in Enable POP/IMAP | Pick an earlier date |
| Cannot send | Outgoing authentication off or wrong port | Turn on authentication, port 465 with SSL or 587 with STARTTLS |
| Enable POP/IMAP missing in Settings | Administrator has not allowed it | Ask your administrator |
Common questions
The app keeps asking for my password.
The password is wrong or was revoked. Generate a new app password and enter it. If you turned on two-step login, your normal password will not work in mail apps.
I can receive but not send.
Check the outgoing server. Use smtps.xgenplus.com on port 465 with SSL, or port 587 with STARTTLS, and turn on authentication with your full address and app password.
Old mail is missing.
Mail from before the start date in Enable POP/IMAP is not offered to apps. Choose an earlier date.