🧑💻Troubleshooting
If you’re facing issues with connecting to your email account or syncing emails, follow this checklist to investigate and resolve:
Last updated
If you’re facing issues with connecting to your email account or syncing emails, follow this checklist to investigate and resolve:
Last updated
Go to Utilities → Activity Log inside Perfex CRM to view any error messages related to IMAP connection or syncing failures.
To get more detailed error output:
Open index.php in the root of your Perfex CRM installation.
Locate the line:
define('ENVIRONMENT', 'production');Change it to:
define('ENVIRONMENT', 'development');Save the file and reload the page to see raw error messages.
(Don’t forget to change it back to production after testing!)
If the screen goes blank or no errors appear in Perfex:
Access your web hosting control panel (e.g., cPanel or Plesk).
Look for “Error Log”, usually under the “Metrics” or “Logs” section.
Scan for recent errors like “memory exhausted”, “timeout”, or IMAP-related issues.
Ensure your cron jobs are running. Without them, the Mailbox module cannot sync emails.
Refer to Perfex CRM’s documentation or your server admin for cron troubleshooting.
Some email providers, such as Gmail, Yahoo, and Outlook, require you to use an App Password instead of your actual email account password — especially if 2FA (Two-Factor Authentication) is enabled.
If you encounter repeated authentication errors during IMAP setup, check whether your provider requires an app-specific password.
Example: Gmail Users
Enable 2-Step Verification, if not already enabled.
Under "Signing in to Google", locate App Passwords.
Generate a new app password for "Mail".
Use that password in Mailbox Settings of the module instead of your normal Gmail password.
⚠️ Failure to use an App Password when required will result in authentication errors or blocked login attempts.
Always consult your provider's documentation if unsure.
If you’re stuck or unable to resolve an issue, our support team is here to help. Please open a ticket through the Support Ticketing Area, and we’ll assist you as soon as possible.