Included below are some of the most frequently asked questions customers have regarding the connection between their email accounts and Canopy. For more information, refer to the Calendar and Email Sync articles.

I need help troubleshooting my custom IMAP email connection

If you experience difficulties connecting a custom IMAP email server to Canopy or your MS Exchange server, there are a few troubleshooting steps/tips you can perform:

• IMAP server names(hostname) typically begin with ‘imap’ e.g. imap.canopytax.com.
  • This isn’t always the case, but it’s fairly common.
• SMTP server names (hostname) typically begin with ‘smtp’ e.g. smtp.canopytax.com.
  • This isn’t always the case, but it’s fairly common.
• If your IMAP server is secure the port number is 993.
  • If your server isn’t encrypted or doesn’t have SSL enabled, you’ll need to use port 143
• If your SMTP server is secure the port number is 465.
  • If your server isn’t encrypted or doesn’t have SSL enabled, you’ll need to use port 587 or 25.
  • Be sure to try both ports if the first one you try doesn’t work.

I need help troubleshooting my Exchange email connection

• If two-factor authentication is enabled on your Exchange account you’ll need to generate an app-specific password in your Exchange settings.
  • You’ll then use that app-specific password as your email password in Canopy.
• Make sure mobile device provisioning is enabled and the ActiveSync connections are allowed.
• If you get an invalid username and password error, but are positive you entered it correctly, Auto discovery might be trying to log into the wrong server.
  • You’ll need to expand the Advanced Settings section and enter your Exchange username  and exact server address.
  • This will bypass Auto discovery and connect directly to your server.
• If your server is behind a VPN, firewall, or has other strict MDM policies in place, you might not be able to connect your email account to Canopy.

I am getting 'Unverified App' warnings from Google about Canopy

Google has recently updated security requirements for all third party apps that enable a sync with gmail. With these updated requirements, Canopy is doing everything possible to maintain the convenient sync between gmail and Canopy. If you receive an email or warning from Google of any kind classifying Canopy as an "Unverified App", be aware of the following:

• Canopy's sync with gmail is completely secure.
  • The team at Canopy is already diligently at work to comply with all security standards and are currently waiting for Google's final validation in this process.
• In the event of a sync outage:
  • Continue using your tools within Google.
  • No emails or calendar events previously entered into Canopy will be lost.
  • Canopy's sync with Google will be temporarily paused.