- Can they access this webpage? https://webmail.doumawebmail.com/
- If no, they could be blacklist for too many failed attempts
have the user go to https://whatismyipaddress.com/ and tell me their IPv4 IP Address.
I will check their address to see if they have been blocked - If yes, have the user login with their email address and password.
Did they successfully log in?
If yes, they have the correct email and password combination
If no, they are not using the correct email and/or password combination
- If no, they could be blacklist for too many failed attempts
- At this point, if they were able to access the webmail page, and successfully login with the correct credentials, then we need to look at the settings on the users device:
First of all – the user has to creating their email account as an IMAP account (not Microsoft, not Exchange, etc)
The IMAP server settings are these:
Incoming (IMAP)
Server: imap.doumawebmail.com
Port: 993
Security: SSL / TLS
Outgoing (SMTP)
Server: smtp.doumawebmail.com
Port: 465
Security: SSL / TLS
If ever prompted for a username or password, username = full email address, password = email password
If the user doesn’t know how to update their email settings they can google / youtube the type of device they have along with update email settings
and there is probably a walkthrough video for it.
e.g. “how do I update my email settings on an iphone 7?” - The only other thing that comes into play is whether someone has been using the “New” Outlook.
The New outlook operates very differently from all other email clients – even “classic” Outlook, because
the new outlook syncs all your emails through Microsoft’s servers instead of acting only as an email program
on your computer that syncs with the email server.
Because of this, “new” Outlook is not supported.
Here is some text from online forums:
There is a major issue with the new outlook, primarily because in this version Microsoft uploads and stores all your emails and email settings on their servers, and once that sync is made it seems you can’t change the settings to point to the new server no matter how much you try.
Here is a screenshot from online forums about this issue:
I’ve had a couple of other clients who also preferred the new Outlook but in the end we couldn’t make it work no matter what we tried including deleting, recreating the account, etc.
It’s unfortunate Microsoft did this, but it seems like they are trying to get their hands on everyone’s email, even when they aren’t the direct provider for it.
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