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Troubleshooting

Common issues and how to resolve them.

IMAP "Command failed" against a Microsoft 365 mailbox​

Symptom: an IMAP connection to a Microsoft 365 / Exchange Online mailbox fails with "Command failed" or an authentication error, even with what you believe is the right password.

Cause: Microsoft has disabled Basic Auth IMAP tenant-wide and offers no app passwords for Exchange Online IMAP. The IMAP path cannot work for Microsoft 365.

Fix: use the Microsoft Graph provider instead. See Microsoft 365 and Choosing a Provider.

Graph "Access is denied. Check credentials and try again."​

Symptom: the Microsoft 365 connection test fails with "Access is denied," even though your Tenant ID, Client ID, and Secret are correct.

Cause: the token was issued (credentials are right), but the app is not authorized to read the mailbox. The message is misleading.

Fix, in order:

  1. Grant admin consent. In the app registration's API permissions, confirm Mail.ReadWrite shows a green "Granted" status. Click Grant admin consent if it does not.
  2. Wait for propagation. If you just granted consent, wait 5 to 15 minutes and retry.
  3. Check the mailbox. Confirm the mailbox UPN is a real, licensed Exchange mailbox (or a shared mailbox) and is spelled correctly.

Full detail in Microsoft 365 -> Troubleshooting.

IMAP rejects the password (non-Microsoft)​

Symptom: Gmail / Google Workspace / Fastmail IMAP rejects your password.

Cause: you are using the account's normal password. Modern IMAP providers require an App Password.

Fix: enable 2-Step Verification (for Google) and generate an App Password, then use that. See IMAP.

No map on the dashboard​

Symptom: the geographic source map does not render.

Cause: the GeoIP database is missing or the MaxMind key is not set. GeoIP is optional.

Fix: add a free MaxMind GeoLite2 license key in Settings -> GeoIP; saving it auto-downloads the database. If account signup or email is failing, suspect a MaxMind outage rather than your account. See GeoIP.

Invites not sending / can't add users​

Symptom: the Add User form is greyed out, or invite emails never arrive.

Cause: adding users requires outbound email, and notifications (MailerSend) are not configured.

Fix: configure Settings -> Notifications with a MailerSend token and a verified from-address. New users then receive a single-use, 7-day invite link. See Notifications and Users and Roles.

Empty dashboards / no reports​

Symptom: the dashboards are empty after setup.

Causes and fixes:

  • No reports yet. Aggregate DMARC reports arrive roughly once per day per reporter, so a freshly-pointed mailbox fills over about 24 hours. Give it time.
  • rua= not pointed at this mailbox. Confirm the domain's DMARC record rua= actually points at the mailbox you connected. Use the DNS Report to inspect the live DMARC record.
  • Mailbox not receiving external mail. Confirm reports are actually landing in the mailbox (check it directly).
  • Connection failing. Check the per-mailbox status in Settings -> Mailbox Monitoring for the last poll result and error detail.