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ECLOUD / ZIMBRA EMAIL / GUIDE 16

Troubleshoot common problems

Identify what to check before requesting help.

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Before we begin. This manual covers the Zimbra webmail. The routes for Classical and Modern are shown separately. Some functions require your organization to enable them. For Outlook and cell phones, ask Engitech for the parameters of your account.
16 / Security and help

Troubleshoot common problems

Identify what to check before requesting help.

VISUAL GUIDE

Here's how, step by step.

Illustrative example. Select each step; this does not connect to your account.

eCloud · Mail
STEP 1Don't come in / Don't send / Don't receive
01

Identify the problem

Try the webmail first.

CLASSIC INTERFACEOptions and names can be changed according to version and language. Check your client's help if a route doesn't match.
MODERN INTERFACEThe modern interface may not be available on all deployments. Use the one your organization has enabled.
  1. If you can't go in, check the URL, the full account, the capitals and the error message. Avoid repeating attempts if the account appears blocked.
  2. If you do not find a message, search all relevant folders, Spam and Trash; check filters, rules and quotas.
  3. If a rebound shipment retains the full return message. Check the addressee address and the size of the attachments.
  4. If Outlook or cell phone fail, try the webmail to delimit the problem. Use only the servers, ports, encryption and authentication method confirmed by Engitech.
  5. When asking for support, indicate affected account, time, operation you tried and text of the error. Attach a capturing with the hidden sensitive data.
Why don't you include servers and ports for Outlook?

These are parameters of your company's service. They must be confirmed before they are published; they should not be deducted from the webmail address. Engitech can give you the correct authentication values and method.

Why is my screen different?

Zimbra has classic and modern interfaces. The version, language, editing and enabled functions can change the names or location of the options.

Messages disappear when you delete a conversation?

A conversation can group several messages. Check out which items you have selected before you delete and check Trash if you mistakenly deleted.

Keep in mindNever send your password to the support. IMAP synchronizes mail; synchronization of contacts and calendar requires additional capabilities and should not be included.
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Sources and scope of this guide

Final user guide prepared for eCloud. Reference: Zimbra Daffodil 10, classic and modern interfaces. Names can vary by version, language, permissions and configuration. Do not document the eCloud administration console or confirm functions enabled in a specific account. Editorial review: 4 of October of 2026.

Adaptation to Spanish of official guides Zimbra Modern Web App y Zimbra Classic Web App, © Synacor, Inc., low CC BY-SA 4.0. Adapted teaching text and official captures distributed under the same license. Instructions and examples and recommendations for use have been summarized. Reference captures are in English; they are not captures of a eCloud account. Logos and brands retain their respective rights.

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