{"id":13561,"date":"2016-05-02T19:02:15","date_gmt":"2016-05-02T17:02:15","guid":{"rendered":"https:\/\/hetzner.co.za\/help-centre\/?p=13561"},"modified":"2025-12-30T10:13:06","modified_gmt":"2025-12-30T08:13:06","slug":"el-capitan-mail-troubleshooting","status":"publish","type":"post","link":"https:\/\/xneelo.co.za\/help-centre\/email\/el-capitan-mail-troubleshooting\/","title":{"rendered":"Mail OS X El Capitan troubleshooting"},"content":{"rendered":"<p><a href=\"https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2015\/10\/Yosemite-Mail-logo.png\"><img loading=\"lazy\" decoding=\"async\" class=\"size-thumbnail wp-image-13521 alignleft\" src=\"https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2015\/10\/Yosemite-Mail-logo-150x150.png\" alt=\"Yosemite-Mail-logo\" width=\"150\" height=\"150\" srcset=\"https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2015\/10\/Yosemite-Mail-logo-150x150.png 150w, https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2015\/10\/Yosemite-Mail-logo-300x300.png 300w, https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2015\/10\/Yosemite-Mail-logo.png 1024w, https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2015\/10\/Yosemite-Mail-logo-768x768.png 768w\" sizes=\"auto, (max-width: 150px) 100vw, 150px\" \/><\/a><\/p>\n<p>This guide will help you fix errors in the setup of an email account in OS X El Capitan or Mojave.<\/p>\n<p>Is this the first time you\u2019re setting up this email account? Then use our\u00a0<a href=\"https:\/\/xneelo.co.za\/help-centre\/email\/setup-email-el-capitan\/\" target=\"_blank\" rel=\"noopener noreferrer\">new email setup guide<\/a>, rather than this troubleshooting guide.<\/p>\n<p>Change <em>example.com<\/em> to your domain name<\/p>\n<h2>Check your password<\/h2>\n<ul>\n<li>First check\u00a0 your password by browsing to\u00a0<a href=\"https:\/\/webmail.konsoleh.co.za\/login\" target=\"_blank\" rel=\"noopener noreferrer\">Webmail<\/a> and trying to log in. If you aren&#8217;t able to log in, then you have the incorrect password. Forgotten passwords can be <a href=\"https:\/\/xneelo.co.za\/help-centre\/control-panel\/how-to-change-your-email-password\/\" target=\"_blank\" rel=\"noopener noreferrer\">reset in your Control Panel<\/a> \u2013 you will need to get your domain or web administrator to update it for you if you don&#8217;t have Control Panel access.<\/li>\n<li>Do you use a Mac Keychain? Make sure that the password saved in your keychain is correct &#8211; <a href=\"https:\/\/xneelo.co.za\/help-centre\/email\/update-email-password-icloud-keychain\/\" target=\"_blank\" rel=\"noopener noreferrer\">here&#8217;s how<\/a>.<\/li>\n<\/ul>\n<h2>Check account settings<\/h2>\n<ol>\n<li>Launch Mail<\/li>\n<li>Choose\u00a0<strong>Mail &gt; Preferences<\/strong><\/li>\n<\/ol>\n<p><strong>\u00a0<a href=\"https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2016\/05\/preferences-1.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-13601\" src=\"https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2016\/05\/preferences-1.png\" alt=\"preferences\" width=\"600\" height=\"120\" srcset=\"https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2016\/05\/preferences-1.png 600w, https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2016\/05\/preferences-1-300x60.png 300w\" sizes=\"auto, (max-width: 600px) 100vw, 600px\" \/><\/a><\/strong><\/p>\n<h3>Account Information<\/h3>\n<p>3. Choose\u00a0the relevant account from the list on the left, and ensure that the <strong>Account Information<\/strong> is correct, specifically:<\/p>\n<ul>\n<li><strong>Account Type<\/strong> can be <a href=\"https:\/\/xneelo.co.za\/help-centre\/email\/pop-vs-imap\/\" target=\"_blank\" rel=\"noopener noreferrer\">IMAP or POP<\/a><\/li>\n<li><strong>Incoming Mail Server<\/strong> is <strong>mail.\u00a0<\/strong>followed by the domain name e.g.\u00a0<em>mail.example.com*<\/em><\/li>\n<li><strong>User Name<\/strong> is the full email address<\/li>\n<li><strong>Password<\/strong> is correct\u00a0\u2013\u00a0forgotten passwords can be <a href=\"https:\/\/xneelo.co.za\/help-centre\/control-panel\/how-to-change-your-email-password\/\" target=\"_blank\" rel=\"noopener noreferrer\">reset in your Control Panel<\/a><\/li>\n<li><strong>TLS Certificate<\/strong> is set to None<\/li>\n<\/ul>\n<p><a href=\"https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2016\/05\/account-info.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-13651\" src=\"https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2016\/05\/account-info.png\" alt=\"account info\" width=\"702\" height=\"716\" srcset=\"https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2016\/05\/account-info.png 1113w, https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2016\/05\/account-info-294x300.png 294w, https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2016\/05\/account-info-1005x1024.png 1005w, https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2016\/05\/account-info-768x782.png 768w\" sizes=\"auto, (max-width: 702px) 100vw, 702px\" \/><\/a><\/p>\n<h3>SMTP Server settings<\/h3>\n<p>4. At <strong>Outgoing Mail Server (SMTP)\u00a0<\/strong>click on the dropdown arrow and choose\u00a0<strong>Edit SMTP Server list<\/strong><\/p>\n<p>On the\u00a0<strong>Account Information\u00a0<\/strong>tab ensure that:<\/p>\n<ul>\n<li><strong>Server Name<\/strong> is <strong>smtp.\u00a0<\/strong>followed by the domain name e.g.\u00a0<em>smtp.example.com*<\/em><\/li>\n<li><strong>TLS Certificate<\/strong> is None<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-31621\" src=\"https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2016\/05\/elcapitan-smtp-account-information.png\" alt=\"\" width=\"709\" height=\"655\" srcset=\"https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2016\/05\/elcapitan-smtp-account-information.png 940w, https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2016\/05\/elcapitan-smtp-account-information-300x277.png 300w, https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2016\/05\/elcapitan-smtp-account-information-768x710.png 768w\" sizes=\"auto, (max-width: 709px) 100vw, 709px\" \/><\/p>\n<p>5. Click on the <strong>Advanced tab<\/strong>, choose the relevant account and ensure that:<\/p>\n<ul>\n<li><strong>Automatically detect and maintain account settings\u00a0<\/strong>is\u00a0<strong>not<\/strong> ticked<\/li>\n<li><strong>Port<\/strong> is 465<\/li>\n<li><strong>Use SSL<\/strong> is\u00a0ticked<\/li>\n<li><strong>Allow insecure authentication\u00a0<\/strong>is not ticked<\/li>\n<li><strong>User Name\u00a0<\/strong>is the full email address<\/li>\n<li><strong>&gt; OK<\/strong><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-31627\" src=\"https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2016\/05\/elcapitan-smtp-advanced.png\" alt=\"\" width=\"722\" height=\"674\" srcset=\"https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2016\/05\/elcapitan-smtp-advanced.png 933w, https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2016\/05\/elcapitan-smtp-advanced-300x280.png 300w, https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2016\/05\/elcapitan-smtp-advanced-768x717.png 768w\" sizes=\"auto, (max-width: 722px) 100vw, 722px\" \/><\/p>\n<h3>Incoming Mail server settings<\/h3>\n<p>6. Back on the\u00a0<strong>Accounts<\/strong> screen, click on the\u00a0<strong>Advanced\u00a0<\/strong>tab and ensure that the Incoming Server settings are correct, specifically:<\/p>\n<ul>\n<li><strong>Automatically detect and maintain account settings<\/strong> is <strong>not\u00a0<\/strong>ticked<\/li>\n<li><strong>Port\u00a0<\/strong>is 993 for IMAP (or 995 for POP)<\/li>\n<li><strong>Use SSL<\/strong> is\u00a0ticked<\/li>\n<li><strong>Authentication<\/strong> is set to Password<\/li>\n<li><strong>Allow insecure authentication<\/strong> is not ticked<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-31630\" src=\"https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2016\/05\/mac-accounts-advanced-1.png\" alt=\"\" width=\"733\" height=\"636\" srcset=\"https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2016\/05\/mac-accounts-advanced-1.png 1000w, https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2016\/05\/mac-accounts-advanced-1-300x260.png 300w, https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2016\/05\/mac-accounts-advanced-1-768x666.png 768w\" sizes=\"auto, (max-width: 733px) 100vw, 733px\" \/><\/p>\n<p>* Note: In isolated cases\u00a0<strong>mail.domain<\/strong>\u00a0(e.g. mail.example.com) and\u00a0<strong>smtp.domain<\/strong>\u00a0won\u2019t work. In these cases you will need to use the server name instead e.g. www34.cpt1.host-h.net.\u00a0<a href=\"https:\/\/xneelo.co.za\/help-centre\/control-panel\/how-to-find-your-server-name\/\" target=\"_blank\" rel=\"noopener noreferrer\">Find my server name<\/a>.<\/p>\n<h3>Finish<\/h3>\n<p>7. <strong>Close<\/strong> and\u00a0<strong>Save settings<\/strong> when prompted.<\/p>\n<p>Your El Capitan mail is now setup correctly.<\/p>\n<p>&nbsp;<\/p>\n<p>Still struggling? Refer to our guide of <a href=\"https:\/\/xneelo.co.za\/help-centre\/email\/common-mail-problems\/\" target=\"_blank\" rel=\"noopener noreferrer\">common email problems<\/a> or <a href=\"https:\/\/xneelo.co.za\/contact-us\/\" target=\"_blank\" rel=\"noopener\">contact us<\/a>.<\/p>\n<p>&nbsp;<\/p>\n","protected":false,"plain":"<a href=\"https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2015\/10\/Yosemite-Mail-logo.png\"><img class=\"size-thumbnail wp-image-13521 alignleft\" src=\"https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2015\/10\/Yosemite-Mail-logo-150x150.png\" alt=\"Yosemite-Mail-logo\" width=\"150\" height=\"150\" \/><\/a>\r\n\r\nThis guide will help you fix errors in the setup of an email account in OS X El Capitan or Mojave.\r\n\r\nIs this the first time you\u2019re setting up this email account? Then use our\u00a0<a href=\"https:\/\/xneelo.co.za\/help-centre\/email\/setup-email-el-capitan\/\" target=\"_blank\" rel=\"noopener noreferrer\">new email setup guide<\/a>, rather than this troubleshooting guide.\r\n\r\nChange <em>example.com<\/em> to your domain name\r\n<h2>Check your password<\/h2>\r\n<ul>\r\n \t<li>First check\u00a0 your password by browsing to\u00a0<a href=\"https:\/\/webmail.konsoleh.co.za\/login\" target=\"_blank\" rel=\"noopener noreferrer\">Webmail<\/a> and trying to log in. If you aren't able to log in, then you have the incorrect password. Forgotten passwords can be <a href=\"https:\/\/xneelo.co.za\/help-centre\/control-panel\/how-to-change-your-email-password\/\" target=\"_blank\" rel=\"noopener noreferrer\">reset in your Control Panel<\/a> \u2013 you will need to get your domain or web administrator to update it for you if you don't have Control Panel access.<\/li>\r\n \t<li>Do you use a Mac Keychain? Make sure that the password saved in your keychain is correct - <a href=\"https:\/\/xneelo.co.za\/help-centre\/email\/update-email-password-icloud-keychain\/\" target=\"_blank\" rel=\"noopener noreferrer\">here's how<\/a>.<\/li>\r\n<\/ul>\r\n<h2>Check account settings<\/h2>\r\n<ol>\r\n \t<li>Launch Mail<\/li>\r\n \t<li>Choose\u00a0<strong>Mail &gt; Preferences<\/strong><\/li>\r\n<\/ol>\r\n<strong>\u00a0<a href=\"https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2016\/05\/preferences-1.png\"><img class=\"alignnone size-full wp-image-13601\" src=\"https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2016\/05\/preferences-1.png\" alt=\"preferences\" width=\"600\" height=\"120\" \/><\/a><\/strong>\r\n<h3>Account Information<\/h3>\r\n3. Choose\u00a0the relevant account from the list on the left, and ensure that the <strong>Account Information<\/strong> is correct, specifically:\r\n<ul>\r\n \t<li><strong>Account Type<\/strong> can be <a href=\"https:\/\/xneelo.co.za\/help-centre\/email\/pop-vs-imap\/\" target=\"_blank\" rel=\"noopener noreferrer\">IMAP or POP<\/a><\/li>\r\n \t<li><strong>Incoming Mail Server<\/strong> is <strong>mail.\u00a0<\/strong>followed by the domain name e.g.\u00a0<em>mail.example.com*<\/em><\/li>\r\n \t<li><strong>User Name<\/strong> is the full email address<\/li>\r\n \t<li><strong>Password<\/strong> is correct\u00a0\u2013\u00a0forgotten passwords can be <a href=\"https:\/\/xneelo.co.za\/help-centre\/control-panel\/how-to-change-your-email-password\/\" target=\"_blank\" rel=\"noopener noreferrer\">reset in your Control Panel<\/a><\/li>\r\n \t<li><strong>TLS Certificate<\/strong> is set to None<\/li>\r\n<\/ul>\r\n<a href=\"https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2016\/05\/account-info.png\"><img class=\"alignnone wp-image-13651\" src=\"https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2016\/05\/account-info.png\" alt=\"account info\" width=\"702\" height=\"716\" \/><\/a>\r\n<h3>SMTP Server settings<\/h3>\r\n4. At <strong>Outgoing Mail Server (SMTP)\u00a0<\/strong>click on the dropdown arrow and choose\u00a0<strong>Edit SMTP Server list<\/strong>\r\n\r\nOn the\u00a0<strong>Account Information\u00a0<\/strong>tab ensure that:\r\n<ul>\r\n \t<li><strong>Server Name<\/strong> is <strong>smtp.\u00a0<\/strong>followed by the domain name e.g.\u00a0<em>smtp.example.com*<\/em><\/li>\r\n \t<li><strong>TLS Certificate<\/strong> is None<\/li>\r\n<\/ul>\r\n<img class=\"alignnone wp-image-31621\" src=\"https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2016\/05\/elcapitan-smtp-account-information.png\" alt=\"\" width=\"709\" height=\"655\" \/>\r\n\r\n5. Click on the <strong>Advanced tab<\/strong>, choose the relevant account and ensure that:\r\n<ul>\r\n \t<li><strong>Automatically detect and maintain account settings\u00a0<\/strong>is\u00a0<strong>not<\/strong> ticked<\/li>\r\n \t<li><strong>Port<\/strong> is 465<\/li>\r\n \t<li><strong>Use SSL<\/strong> is\u00a0ticked<\/li>\r\n \t<li><strong>Allow insecure authentication\u00a0<\/strong>is not ticked<\/li>\r\n \t<li><strong>User Name\u00a0<\/strong>is the full email address<\/li>\r\n \t<li><strong>&gt; OK<\/strong><\/li>\r\n<\/ul>\r\n<img class=\"alignnone wp-image-31627\" src=\"https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2016\/05\/elcapitan-smtp-advanced.png\" alt=\"\" width=\"722\" height=\"674\" \/>\r\n<h3>Incoming Mail server settings<\/h3>\r\n6. Back on the\u00a0<strong>Accounts<\/strong> screen, click on the\u00a0<strong>Advanced\u00a0<\/strong>tab and ensure that the Incoming Server settings are correct, specifically:\r\n<ul>\r\n \t<li><strong>Automatically detect and maintain account settings<\/strong> is <strong>not\u00a0<\/strong>ticked<\/li>\r\n \t<li><strong>Port\u00a0<\/strong>is 993 for IMAP (or 995 for POP)<\/li>\r\n \t<li><strong>Use SSL<\/strong> is\u00a0ticked<\/li>\r\n \t<li><strong>Authentication<\/strong> is set to Password<\/li>\r\n \t<li><strong>Allow insecure authentication<\/strong> is not ticked<\/li>\r\n<\/ul>\r\n<img class=\"alignnone wp-image-31630\" src=\"https:\/\/xneelo.co.za\/help-centre\/wp-content\/uploads\/2016\/05\/mac-accounts-advanced-1.png\" alt=\"\" width=\"733\" height=\"636\" \/>\r\n\r\n* Note: In isolated cases\u00a0<strong>mail.domain<\/strong>\u00a0(e.g. mail.example.com) and\u00a0<strong>smtp.domain<\/strong>\u00a0won\u2019t work. In these cases you will need to use the server name instead e.g. www34.cpt1.host-h.net.\u00a0<a href=\"https:\/\/xneelo.co.za\/help-centre\/control-panel\/how-to-find-your-server-name\/\" target=\"_blank\" rel=\"noopener noreferrer\">Find my server name<\/a>.\r\n<h3>Finish<\/h3>\r\n7. <strong>Close<\/strong> and\u00a0<strong>Save settings<\/strong> when prompted.\r\n\r\nYour El Capitan mail is now setup correctly.\r\n\r\n&nbsp;\r\n\r\nStill struggling? Refer to our guide of <a href=\"https:\/\/xneelo.co.za\/help-centre\/email\/common-mail-problems\/\" target=\"_blank\" rel=\"noopener noreferrer\">common email problems<\/a> or <a href=\"https:\/\/xneelo.co.za\/contact-us\/\" target=\"_blank\" rel=\"noopener\">contact us<\/a>.\r\n\r\n&nbsp;"},"excerpt":{"rendered":"<p>A step-by-step visual troubleshooting guide to El Capitan Mail setup.<\/p>\n","protected":false},"author":7,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"lsx_disable_title":"0","_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","footnotes":""},"categories":[16575,16576,119,120],"tags":[19433,19406,507,509,511,521,523],"topics":[10399],"class_list":["post-13561","post","type-post","status-publish","format-standard","hentry","category-troubleshooting-email-setupemail","category-email-setup","category-email","category-mail-setup","tag-mail-os-x-el-capitan-troubleshooting","tag-mac-troubleshooting","tag-apple-mail","tag-el-capitan","tag-mac","tag-mac-mail","tag-os-x","topics-mac-mail"],"acf":[],"additional_meta":{"category_title":[{"term_id":16575,"name":"Troubleshooting 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