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Password not recognised

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Hello

We have some staff who work remotely and need to access their mail. I usually ask them to bring their laptops in and install Thunderbird, configure their account and it simply works. This has been working for several years. Up until now.

Today, our interim CEO (Murphy's Law chose the most senior person in the organisation....) who started this week asked me to configure remote access to their email on their own laptop.

I downloaded Thunderbird, configured the account for IMAP access and Thunderbird repeatedly asks for a (correct) password.

I manage our mail server at work (Mercury/32), and have copied and pasted the mail password from the server's authentication list directly into Thunderbird's password request box (I created the password). The username (which I also created) is different from the mail address and this has also been entered correctly.

An IMAP transaction log from our server has the following details: 15:28:45.559: --- 13 Jun 2019, 15:28:45.559 --- 15:28:45.560: Accepted connection from '123.123.123.123', timeout 120 seconds. 15:28:45.561: Connection from 123.123.123.123, Thu, 13 Jun 2019 15:28<cr><lf> 15:28:45.562: << * OK our-mail-server.co.uk IMAP4rev1 Mercury/32 v4.80.145 server ready.<cr><lf> 15:28:45.591: >> 1 capability<cr><lf> 15:28:45.592: << * CAPABILITY IMAP4rev1 AUTH=PLAIN X-MERCURY-1<cr><lf> 15:28:45.592: << 1 OK CAPABILITY complete.<cr><lf> 15:28:45.831: >> 2 authenticate PLAIN<cr><lf> 15:28:45.831: << +<cr><lf> 15:28:45.835: >> *****************************************==<cr><lf> 15:28:45.837: << 2 NO Username or password incorrect.<cr><lf> 15:28:45.846: >> 4 login "CEO-username" "CEO-password'"<cr><lf> 15:28:45.848: << 4 NO Username or password incorrect.<cr><lf> 15:28:50.033: >> 6 authenticate PLAIN<cr><lf> 15:28:50.034: << +<cr><lf>

The CEO's laptop has Norton Internet Security installed. I checked the firewall and can see that Thunderbird is 'Allowed' full in/out access.

This has always worked in the past and I don't know how best to proceed. Because Thunderbird has always worked, I don't know it that well. Is extra configuration required within Norton's program, perhaps?

I welcome any suggestions.

Thank you.

Mark

Hello We have some staff who work remotely and need to access their mail. I usually ask them to bring their laptops in and install Thunderbird, configure their account and it simply works. This has been working for several years. Up until now. Today, our interim CEO (Murphy's Law chose the most senior person in the organisation....) who started this week asked me to configure remote access to their email on their own laptop. I downloaded Thunderbird, configured the account for IMAP access and Thunderbird repeatedly asks for a (correct) password. I manage our mail server at work (Mercury/32), and have copied and pasted the mail password from the server's authentication list directly into Thunderbird's password request box (I created the password). The username (which I also created) is different from the mail address and this has also been entered correctly. An IMAP transaction log from our server has the following details: 15:28:45.559: --- 13 Jun 2019, 15:28:45.559 --- 15:28:45.560: Accepted connection from '123.123.123.123', timeout 120 seconds. 15:28:45.561: Connection from 123.123.123.123, Thu, 13 Jun 2019 15:28<cr><lf> 15:28:45.562: << * OK our-mail-server.co.uk IMAP4rev1 Mercury/32 v4.80.145 server ready.<cr><lf> 15:28:45.591: >> 1 capability<cr><lf> 15:28:45.592: << * CAPABILITY IMAP4rev1 AUTH=PLAIN X-MERCURY-1<cr><lf> 15:28:45.592: << 1 OK CAPABILITY complete.<cr><lf> 15:28:45.831: >> 2 authenticate PLAIN<cr><lf> 15:28:45.831: << +<cr><lf> 15:28:45.835: >> *****************************************==<cr><lf> 15:28:45.837: << 2 NO Username or password incorrect.<cr><lf> 15:28:45.846: >> 4 login "CEO-username" "CEO-password'"<cr><lf> 15:28:45.848: << 4 NO Username or password incorrect.<cr><lf> 15:28:50.033: >> 6 authenticate PLAIN<cr><lf> 15:28:50.034: << +<cr><lf> The CEO's laptop has Norton Internet Security installed. I checked the firewall and can see that Thunderbird is 'Allowed' full in/out access. This has always worked in the past and I don't know how best to proceed. Because Thunderbird has always worked, I don't know it that well. Is extra configuration required within Norton's program, perhaps? I welcome any suggestions. Thank you. Mark

Chosen solution

This was my fault. There are two locations for the security credentials - one for IMAP and one for SMTP. I had neglected to update the SMTP credentials. Very embarrassing.

Thanks for the assistance.

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sfhowes
  • Top 10 Contributor
1493 solutions 7076 answers

It's probably not sufficient to allow TB in the NIS firewall - you should disable the email scanning option, and it may also be necessary to disable SSL-connection scanning if it's an option.

It's probably not sufficient to allow TB in the NIS firewall - you should [http://www.ctimls.com/Support/KB/How%20To/Disable_Outgoing_Email_Scan.htm#Norton%20Internet%20Security disable the email scanning option,] and it may also be necessary to disable SSL-connection scanning if it's an option.
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Question owner

Hello, sfhowes

Thank you for responding to my question.

This morning we configured NIS to not scan outgoing email but the same behaviour persists. I could not find an option to disable SSL-connection scanning.

The laptop is a Windows 10 machine. However, other staff use Windows 10 on their personal laptops and Thunderbird works fine - certainly with Comodo. This is the first time any of our staff has used it with windows 10 and NIS. However, I doubt NIS is at fault considering NIS is supposed to be a mature product.

If anyone has any further suggestions please post. Thanks.

Hello, sfhowes Thank you for responding to my question. This morning we configured NIS to not scan outgoing email but the same behaviour persists. I could not find an option to disable SSL-connection scanning. The laptop is a Windows 10 machine. However, other staff use Windows 10 on their personal laptops and Thunderbird works fine - certainly with Comodo. This is the first time any of our staff has used it with windows 10 and NIS. However, I doubt NIS is at fault considering NIS is supposed to be a mature product. If anyone has any further suggestions please post. Thanks.
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sfhowes
  • Top 10 Contributor
1493 solutions 7076 answers

If you're sure all the settings for the account and the server settings are correct, I suggest you start the computer in Windows safe mode and see if it makes any difference. This will eliminate NIS or any other startup process, security, VPN etc., as a possible source of the error. A 'mature product' such as NIS may still be incompatible with new or recent versions of TB.

If you're sure all the settings for the account and the server settings are correct, I suggest you start the computer in Windows safe mode and see if it makes any difference. This will eliminate NIS or any other startup process, security, VPN etc., as a possible source of the error. A 'mature product' such as NIS may still be incompatible with new or recent versions of TB.
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Question owner

Thanks again.

I've not been able to spend much time with this which is why I have not yet tried testing in Safe Mode. And, I was being tongue-in-cheek with my 'mature' comment. I've seen many instances of security software resulting in undesired application behaviour.

I'll post back after I've had an opportunity to do this - it may not be for a while depending on how busy the CEO is.

I appreciate your help.

Thanks again. I've not been able to spend much time with this which is why I have not yet tried testing in Safe Mode. And, I was being tongue-in-cheek with my 'mature' comment. I've seen many instances of security software resulting in undesired application behaviour. I'll post back after I've had an opportunity to do this - it may not be for a while depending on how busy the CEO is. I appreciate your help.
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Question owner

Hello

Today we tried using Thunderbird in Safe Mode. Unfortunately, we see the exact same issue.

I will go over the settings again and make sure everything is correct.

Hello Today we tried using Thunderbird in Safe Mode. Unfortunately, we see the exact same issue. I will go over the settings again and make sure everything is correct.
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Chosen Solution

This was my fault. There are two locations for the security credentials - one for IMAP and one for SMTP. I had neglected to update the SMTP credentials. Very embarrassing.

Thanks for the assistance.

This was my fault. There are two locations for the security credentials - one for IMAP and one for SMTP. I had neglected to update the SMTP credentials. Very embarrassing. Thanks for the assistance.
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