Frequently Asked Questions

Troubleshooting

We’ve prepared answers to a couple of the most frequently asked questions that should help you get started. We hope that you can find your answer here, but if not, please let us know through the Community Support or the VIP Support (if you’re a Pro license user). We will be happy to answer any questions you may have!



General

  • Why is my Outlook/Hotmail/MSN/Live account not synchronizing or really slow?

    With the recent changes on Microsoft servers, the IMAP protocol for Outlook/Hotmail/Live/MSN/etc. accounts can be unusable for some external applications at this time.

    Please set up your account as Exchange.

    • Download the attached registry file in this article.
    • Run it while eM Client is still closed and confirm the changes it will make.

    If you'd like to add the needed registry key manually instead of using our provided file:

    • Run Regedit
    • Go to Computer\HKEY_CURRENT_USER\Software\eM Client
    • Add the DWORD item AllowExchangeOnlineOAuth and set its value to 0
    • Then run eM Client 

    To set up the actual account:

    • Go to Menu > Accounts.
    • Click the '+Add account' button.
    • In the New Account window select Mail > Exchange.
    • Use your Microsoft mail address for both the Email and Username fields. 
    • Finish the rest of the setup
    • Delete or disable your previous IMAP setup.

    NOTES: Detection of Exchange setup might take longer than usual, but unless an error pops up, let the configuration finish.

    If you use 2-factor verification, you might need to create and use an App password for eM Client.

    Exchange Web Services protocol will synchronize your Mail, Contacts, and Calendar - you do not need to worry about any data loss because this information is saved on your mail server.

  • I upgraded to eM Client 8 and now my data is missing. What to do now?

    If you upgraded from eM Client 6, your data hasn't been actually lost - you just accidentally skipped database migration.

    Since eM Client 7, we have created a completely new database structure for more efficient data storage, so the data cannot be just loaded from the old database as was possible in the past.

    To migrate your data manually please use the Menu > File > Import.. > Import from eM Client 6 option.

    If you upgraded from eM Client 7, the database should be upgraded automatically, since eM Client 8 keeps to the same model and can upgrade these files automatically, no migration is needed.

    In this case, the issue might be with your storage location - make sure that the storage folder in Menu > Settings > General > Storage is pointing to the correct location where your eM Client 7 database was stored.

  • A folder in eM Client shows unread messages even though there are none?

    Please try the following steps to get rid of any 'ghost' messages:

    • Turn off Conversations (Menu > View > Conversations > Disable Conversations)
    • Close eM Client
    • Open RUN function from the Start menu
    • Run the command ""C:\Program Files (x86)\eM Client\MailClient.exe"" /dbrepair
    • Wait until the database check is completed
    • Turn eM Client on
    • You should then be able to set any Conversations setting you prefer.

    For IMAP and Exchange accounts only:

    • If that doesn't help, please right-click on the folder that the messages are in, select Properties > Repair and click the Repair button.
    • This will prompt the resynchronization of this folder from the server and should reset its data.
    • You can also try removing your account from eM Client and then adding it again in Menu > Accounts.

    Please note that all locally stored data will be lost, but if you have your data on the server, that shouldn't be of concern.

    You can make a backup just to be on the safe side through Menu > Backup.

  • How to report an issue with eM Client?

    1. If you’re getting an error message, please enclose a screenshot of the error.

    2. Send us the whole content of the ‘Log’ tab.
    If an error appears, you can access the log by clicking on the third tab in the same window as the Error. If no error appears, go to Menu > Operations, click the 'Copy log' button and paste the log (Ctrl+V) in a message to us.

    3. Send us the full number of the version that you’re using (you can find this information in Menu > Help > About).

    4. Try to remember what changes you’ve made in eM Client or in your system before the problem started and describe them to us.

    Submit the report via one of our Support options or send it to info@emclient.com (if you're still using the Trial version) and we’ll do our best to resolve the issue as soon as possible.

  • eM Client is suggesting my database is missing or is corrupted, how can I restore the database?

    If you get an error indicating that your database is corrupted, the fastest way of getting eM Client running again is to restore your data from a backup.

    This option will be available either from the window informing you about the results of the database check or from eM Client’s interface in Menu > File > Restore.

    If you can’t access eM Client to restore the data, please follow the information below on starting with a new database to open the program.

    To start with a new database, turn eM Client off and rename the "eM Client" database folder (default location is in hidden folders AppData\Roaming, the whole path is C:\Users\%username%\AppData\Roaming\eM Client) to e.g. ‘eM Client old database’.

    Please note that eM Client must stay turned off during this process. Check for eM Client or mailclient.exe in the Task Manager and if you see a process with either of these names, end it before you proceed.

    If you do not have a backup but still have all your data saved on the server, you will have to start with a new database, re-create your accounts from scratch and wait until the data is synchronized again.

  • Why do I have multiple copies of a message in Favorite folders?

    The special folders in Favorite folders collect messages from all accounts. If there are copies of the same message it can mean the message is copied into more folders or among more accounts.

    Common causes for this include:

    • Duplicate setup - make sure each of your accounts is set up only once in Menu > Accounts, or all messages will appear twice in Favorite folders
    • Rules - do you have any rules that are meant to copy incoming messages? Check the Menu > Rules to make sure that there isn't a rule creating unwanted copies.
    • Forwarding - do you perhaps have a server-side forwarding set for one of your accounts? If you don't want messages from one account to always be forwarded to another, check your server rules, for example through webmail

    Note: In eM Client 6 this problem also sometimes happened with Gmail accounts, which keeps a copy of each message in All Mail folder and also created copies in Important and Starred labels.
    Since eM Client creates a separate folder for each label, emails that have multiple labels attached to them will have multiple copies saved. The only workaround for that issue is to disable the showing of redundant labels like "Starred" and "Important" in IMAP. You can find this option by opening a web browser and logging in to Gmail. Click on Settings, and then go to the tab at the top called "Labels".

    Since eM Client 7.0 we have adapted Gmail's internal structure. All messages have just one copy in the All Mail folder and other folders are just assigned labels.

  • Why am I missing some emails when I use the search feature in eM Client?

    It’s important to realize how eM Client works with IMAP: it only downloads message headers by default to make synchronization more efficient and to save space on your device.
    Messages themselves are fully downloaded once you click on them to show their content in eM Client. Thus, eM Client cannot search in the bodies of all your messages by default.

    If you’d like to search inside the messages, you can download your messages for offline use.
    This setting is available in Menu > Accounts - the account that you’d like to download the emails for - IMAP tab - Offline - "Download messages for offline use".
    You can also include images and attachments (if you want to search inside text attachments).

    POP and EWS accounts download full messages automatically.

  • Yahoo - Why can't I see my subfolders when I synchronize my account?

    This is a known issue with selected Yahoo servers because Yahoo does not officially support subfolders at all.

    That is why the subfolders created in eM Client can disappear after synchronizing with the Yahoo server. The server will clear them out.

    We suggest only using top-level folders in Yahoo to make sure no messages get lost.

  • Why is there a constant certificate warning showing on start?

    We have enhanced the IMAP certificate checks so this is an expected result when your certificate name does not match the hostname. Please either use the correct certificate or match the server address found in your account settings (Menu > Accounts > the relevant account - IMAP tab - Host) with the one in the current certificate details.

    If you are redirected on the server and the names can’t match, you can also choose the possibility to connect with the current settings and remember this choice.

  • What is the difference between setting up a POP3 account in a separate folder tree instead of local folders?

    When setting up a POP3 account using the automatic or manual account setup, you can choose between creating a separate folder tree in the left pane for your POP3 account, or you can have your items synchronized with the default local folders tree.

    Both options will store your emails locally as POP3 accounts do not keep your items synchronized with the server and are only used to download new data. Having the account in the left pane will allow you to move the account in the list of your accounts, having it listed under local folders will, on the other hand, reduce the number of listed accounts.

    This choice cannot be changed after the setup, you will need to set up the account anew. Be careful not to accidentally remove your messages when doing so, you can always create both setups at once, copy your messages and then remove the unwanted setup.

  • How to configure a Skype account using eM Client?

    Microsoft has unfortunately decided to stop supporting Skype for 3rd party applications so this feature had to be removed from eM Client. eM Client does not provide VoIP functionality, but clicking on the phone number in the Contact section of the Sidebar (on the right side of the main eM Client window) results in the standard call-to action, which should detect your default VoIP app and dial the number.

  • How to configure a Facebook account using eM Client?

    Unfortunately, Facebook has decided to quit Facebook Chat support for third-party applications as of April 30th, 2015. Therefore, this functionality has been removed from eM Client as well.

  • Why can't I see my messages right after I open eM Client?

    For IMAP accounts eM Client by default only downloads the headers of incoming messages and the body content is downloaded once you open the message's details.

    While the startup synchronization is being processed by your server, it's possible the request for downloading body content may have timed out and can be run again once the folder sync is finished.

    To avoid this, try to enable the "Download messages for offline use" on your account or one of your folders – for example, your Inbox.

    To do so, navigate to your account settings, IMAP, and check the option to download messages for offline use, or right-click your folder, navigate to its properties and enable the option for selected folders only.

  • I'm seeing red triangle warning, how can I get rid of it?

    This warning is a general connection error, and it can be caused by minor connectivity issues between the application and your mail server. It can occur when the server is not responding or if the number of requests is higher than usual and the server is unable to respond while the request is valid.

    Don't worry though – eM Client should be able to automatically reconnect if the connection error is thrown unless there's a real problem on the server.

    You can find more details on what causes this connection issue in the third tab called Log in Menu > Operations. If you need help analyzing the problem, get in touch with our support.

  • New window requires me to login to my Gmail account through a browser window, what should I do?

    This window is a normal step of Gmail accounts set up, as can be seen in our step-by-step Gmail/G Suite setup on our website.

    It's part of Google's authentication called oAuth, where instead of giving the external application (eM Client) your password, you just give access from your Google account settings.

    So, log in with your Gmail account and allow access for eM Client by clicking on "Accept" on the second browser page right after you log in to the browser.

    eM Client will be granted an authentication token that you can revoke at any time using your online Google accounts settings.

    Read more in our blog: OAuth authentication with Gmail

  • Uploading contact or event failed, what do I do?

    If you try to upload or change an event, task or contact but an error message pops up with the reason described in the message (e.g. invalid value, missing or empty field) it means that there is an invalid item that you're trying to synchronize with the server.

    Try to delete the local changes to stop the synchronization – if this cannot be done manually or the error message cannot be closed (or keeps reappearing) it might be best to clear the local cache memory in eM Client for this account and download the correct data from the server.

    Simply right-click the affected folder (calendar, contacts folder, etc.), select Properties and open the Repair tab. Click the ‘Repair’ button and wait for the resync to finish.

  • Why can't I export my data into a PST file from eM Client?

    We, unfortunately, do not support export to PST files and it is not a feature our developers plan to implement in the future since the file is specific for Outlook only.

    Instead, we export messages into EML files which is a widely accepted standard file format for email messages. Export your messages using the Menu > File > Export option.

    You can find converters from EML to PST online.

  • Gmail - All of my messages are marked as Important, how to stop it?

    This issue started happening in eM Client 7.0 when we changed the way we work with Gmail. Since we started supporting Gmail labels and folder structure, all labels are synchronized.
    And one thing that was not visible before (and might not be visible in other clients) is that Gmail assigns the 'Important' label to all messages synchronized through IMAP.

    In eM Client 8.1 we added a workaround in the Menu > Accounts section under the IMAP tab.

    Under the Tag section you will find the Show Important tags option and you can select to either show it based on Gmail's settings, Always show it or to Never show it. 


    LEGACY OPTIONS

    In older versions, you need to go to your Gmail settings in your web browser and create a filter that will remove the Important label automatically from each message.

    To achieve this, go to Gmail webmail, open Settings > Filters and Blocked addresses. Create a new filter where all messages received by your email address will never be marked as Important.

    Screenshots of such filter setting can be found below:

     

    Note: You can either apply the filter directly to all previous conversations or open the Important folder/label and manually select all messages to remove the Important label

  • How to remove email address or domain from Blacklist in eM Client?

    You can view and manage the Blacklist rule in Menu > Rules. Just select the Blacklist and click the 'Edit' button.

    A new window with all the domains and addresses in your blacklist will pop up and you can add new items or remove any of the email addresses and domains already in it.

  • I cannot activate eM Client license on Windows XP.

    Microsoft has officially ended support for Windows XP on April 8, 2014.
    Unfortunately, this means that the security protocols from the last service update are no longer up to the current standard.

    So when you try to activate the license after the eM Client trial, you will encounter an error message instead, because the request sent from Windows XP, unfortunately, doesn't arrive at our licensing system.

    A problem has occurred when contacting the licensing server:

    The underlying connection was closed:  an unexpected error occurred on a send.

    We have created a compatibility version for XP which allows the connection, but please be aware that this version will not be updated in the future.
    Please send us a message to info@emclient.com if you are interested in this version.

  • eM Client runs in a strange language, how to change it?

    If the program somehow switched to a language you do not understand, do not worry!
    The buttons are located in the same place for all localizations, so follow these screenshots to find your way to the language settings:

    1. Open Menu > Settings in the main window. Menu is in the top left corner of the program, Settings is a 7th item on the list in the drop-down menu.

    2. This will open the Settings window. Here you want to open the General > Language section. General is the very top section while Language should be the second one in the list below. 

    3. Then just select your preferred language and press Ok.     

  • How to copy the Operations log in eM Client?

    The Operations log can be very useful for troubleshooting, as it contains information about the Operations that were done during this run of the application. If there is an error message the Operations log might contain more detailed information about the error itself.

    If an error message already popped up, the Log can be found in the third tab of the same Window. Otherwise, you can open this window manually in Menu > Operations. The Log is in the third tab of this window.

    Simply click the Copy log button and then paste the text into a text editor (Notepad, MS Word, ...) via the Ctrl+V shortcut.

    You can then search for your error message there in case the error details made the reason self-explanatory or you can send this log to the support so we can analyze it and provide advice.

    Support options are described on our website in Support overview section. 


    LEGACY OPTION

    In older versions the Copy log button is not available, so you will need to copy the log manually.

    • Open the Log tab and then click inside, to select a single line
    • Press Ctrl+A keyboard shortcut to select all the lines
    • Use Ctrl+C to copy the content
    • Open a text editor (Notepad, MS Word, ...) and use Ctrl+V to paste the log there and then send it to support.
  • How to get eM Client to connect through my proxy?

    If you use the default Windows proxy, download the config included in the attachments section of this article.

    Copy it into the eM Client folder in C:\Program Files (x86).

    This config file should then enable the program to detect the needed credentials for your proxy.

    However, this solution only works for eM Client up to version 7.2, not for the newly released eM Client 8.

    If you are using a different proxy solution or newer version, you need to either arrange for eM Client to get the credentials using a 3rd party program (e.g.Proxifier) or add eM Client to exceptions.

  • Gmail - My label colors are not synchronized, how to resolve it?

    Unfortunately, Gmail does not forward the information about the label color through IMAP protocol, so eM Client cannot load the exact same colors and assigns random ones instead.

    However, if you go to Menu > Tags and create a new tag with the same name as your Label, you will be able to select your own color in eM Client.

    This workaround will work for all top-level Folders/Labels, not subfolders.

  • I changed my preferred font but messages are still written in default, why?

    This is, unfortunately, a common confusion, as there are actually two different settings for changing your font style in eM Client. One is your preferred style for reading messages and the other for writing/composing a message.

    1. Menu > Settings > Mail > Read

    The Preferred Style setting in this section will be applied to the messages you read, if they use Plain text. Plain text format does not have any set "visual" formatting, so you can apply your own.
    This way you can make the font easier to read for you.

    The setting will not be applied to HTML messages, which do have set formatting.

    2. Menu > Settings > Mail > Compose

    The Preferred Style in this section will be used for writing all your messages.

  • My Mail section has disappeared, how can I get it back?

    If any of the main left-side sections is missing, whether it's Mail, Calendar, Tasks or Contacts your data is definitely not gone. It just means you accidentally hid the section.


    You can make it appear again easily.
    Just right-click any of the other items in the same menu (for example Calendar) and a drop-down menu with all options will appear. The missing section will not have a checkmark next to its name.
    Click it to check it and make it appear again.

    Missing Mail section

  • BT Internet folder download issue - SELECT command bug

    Users of BTinternet email accounts have recently seen a variation of these errors:

    [IMAP] Cannot open folder ... ([Clientbug] Select additional arguments found after last expected argument)

    [IMAP] Cannot open folder ... (unrecognized extra arguments to SELECT command)

    We have analyzed the issue in detail, including IMAP logs provided by some of our users and our developers concluded that it's a server issue that can't be fixed on our side, unfortunately.

    It seems that the BT updated the feature on their back-end servers but didn't adapt the proxy servers which report the errors. It seems that BT is continuously changing the settings and that's why sometimes the account reset helps but later on the issue reappears.

    Some tweaks to the settings seem to help though, these are solutions provided by our users:

    "A bit of research reveals that BT uses two versions of mail - BT email and BT Yahoo email. See here

    http://bt.custhelp.com/app/answers/detail/a_id/57483/~/im-not-sure-if-ive-got-bt-mail-or-bt-yahoo!-mail

    By logging into the desktop version of BT email you can see which version you have got. It transpires I have BT Yahoo mail. I have set the email up using BT Yahoo settings and it is now working again. Something must have changed on BT's side. So if you get this query again this should be the solution."

    Another tip that seems to help is filling in the manual option for credentials under the IMAP tab in Menu > Accounts. Open this section and open the IMAP tab for your BT account. Insert your credentials into "these credentials" fields and save the settings.

    Also, if your username is set anywhere as just the user part, make sure to change it to full address - ie. if the full email address is example@btinternet.com make sure the user name is set to "example@btinternet.com", not just "example".

  • NTLM authentication for Exchange accounts not supported for macOS

    Update: NTLM is now supported in eM Client 8.2 and newer

    In case you're trying to set up an Exchange account in eM Client for Mac and you're getting pop-ups with failed authentication, then your mail server most likely requires an NTLM authentication, which is currently not supported in eM Client for Mac.

    We are aware of the problem and are collaborating with Microsoft on a solution that will solve this once and for all.

    A possible workaround is setting the account up with IMAP protocol manually via eM Client > Add account > Mail > Other or ask your mail server administrator if there are some other authentication methods available for Exchange protocol on your server.

  • OAuth login for Microsoft Office 365 / EWS accounts

    Attention: These solutions can only work with eM Client 8.0 - 8.1, they will not work for legacy versions of eM Client. eM Client 8.2 and newer do not need this solution, as it is included natively.

    eM Client supports MFA/oAuth login, but the pop-up window for this authentication method will not be allowed to be used by default on your device.
    That is why the login method will not work natively for now, but we have prepared workarounds to help you out:

    eM Client for Windows

    • Download the attached registry file in this article.
    • Run it while eM Client is still closed and confirm the changes it will make.
    • Run eM Client and use the automatic setup to set up your accounts with oAuth.

    If you'd like to add the needed registry key manually instead of using our provided file:

    • Run Regedit
    • Go to Computer\HKEY_CURRENT_USER\Software\eM Client
    • Add the DWORD item AllowExchangeOnlineOAuth and set its value to 1
    • Then run eM Client and use the automatic setup to set up your accounts with oAuth.

    eM Client for MacOS

    • Open the Terminal
    • Execute this command:
    • defaults write com.emclient.mail.client AllowExchangeOnlineOAuth -bool TRUE
    • Run eM Client and use the automatic setup to set up your accounts with oAuth. 

     

    WARNING: If you use this work-around please make sure to disable the 'Offline Address Book' service during the last step of the setup.It is not compatible with the oAuth setup and could cause additional problems with the setup.

  • How can I downgrade back to eM Client 8, eM Client 7 or older?

    Our databases are not backward compatible for older versions and once you upgrade your database to accommodate the new version, you cannot just simply install an older version over it.

    If you have a backup of your database from eM Client 8 or older you can skip any export. If not, you will need to export local data before the downgrade to keep them.

    For accounts set up with IMAP or EWS protocol this is not an issue, as setting these accounts anew will synchronize messages and folders back from the server.

    For POP accounts and any data in Local folders, export them first via Menu > File > Export and once you downgrade, you can import them back via Menu > File > Import.

    The steps to downgrade on Windows are to:

    • Export any local data you need to keep (Menu > File > Export)
    • Uninstall eM Client 9
    • Either delete the database or rename it
    • Install your preferred older version of eM Client (You can find older versions in our Release history)
    • Restore from the backup (Menu > File > Restore) or create your accounts anew and import your local data back in (Menu > Tools > Accounts, Menu > File > Import)

    If you want to just rename your database, the default location is in C:\Users\%username%\AppData\Roaming\eM Client

    The steps to downgrade on macOS are to:

    • Export any local data you need to keep (File > Export)
    • Uninstall eM Client 9
    • Either delete the database or rename it
    • Install your preferred older version of eM Client (You can find older versions in our Release history)
    • Restore from the backup (File > Restore) or create your accounts anew and import your local data back in (eM Client > Add account, File > Import)

    If you want to delete or rename your database, the default location is in /Users/User Name/Library/Application Support/eM Client

  • I see a red triangle next to my account name after upgrade to eM Client 8, how can I fix this?

    If you use Google or Yahoo accounts your accounts might have stopped synchronizing after the upgrade. This is most commonly caused by external apps like Antivirus, Firewalls, VPNs, etc. which are blocking the new eM Client 8 for your safety because the program is new and therefore not in any trusted databases of these programs.

    We have seen this often happen with Avast, Kaspersky and AVG, though others could cause the same problem.

    Adding eM Client to exceptions in these apps and disabling any mail shields should resolve the issue.

    We also recommend reporting this to the provider of your security app, so they can update their records and not block eM Client in the future.

  • I just upgraded to eM Client 8. Where did all my folders/subfolders go? (More folder)

    Upon upgrading to eM Client 8, all your folders were “hidden” by default under a folder called 'More'. This was to give you a fresh start with your folder management and make the interface more streamlined.

    To remove items from the More folder, simply drag them out of it. Once there's nothing in the folder, it will disappear. To add items back, simply right-click an item and select Hide.

    Alternatively, you can manage which items are hidden under the More folder or shown on your folder list by right-clicking your email account name in the folder list and selecting Show/hide folders.

  • Why don’t your instructions/documentation match eM Client’s interface?

    Previous versions of eM Client had several important features (such as Settings, Operations and Accounts) which were embedded under Menu > Tools. Therefore, a lot of our documentation and help articles written before the release of eM Client 8 in June 2020 have instructions that follow that pathway. With eM Client 8, we promoted some of these frequently used features to just be under Menu. Additionally, some features (such as Categories and Smart folders) have been renamed.

  • Why isn’t the search function in eM Client working as expected?

    The release of eM Client 8 has brought enhanced search capabilities, including searching in the text of attachments and on IMAP and Exchange/Office365 servers. Sometimes though, searching through the mail server does not return correct/expected results, so it might be beneficial to turn off server search and search locally within eM Client instead.

    To do this click on the down arrow v on the right side of the search bar and deselect Use server search if available. Also, while you’re in this search menu, double check that you’ve selected the correct search parameters, such as searching in All folders and searching for your keyword in the Subject, Sender, Recipients, Body and Attachments fields.

    Read more in our blog: Search Like a Pro in eM Client

  • What happened to the progress bar in the bottom left corner of eM Client?

    Most users nowadays have high-speed internet connections and therefore an explicit progress bar for sending messages was no longer necessary in Version 8.

    However, if you still want to monitor the progress of your sent emails and updating folders, you can open the Operations window by going to Menu > Operations.

    If you want the Operations window progress bar to always be displayed as you send and receive messages, you can turn on this feature under Menu > Settings > General > General > Operations Window and select the box for Show window on send and receive.

  • How to remove suggested email addresses when composing a message?

    When you go to type in a name in the To: section, if there is an X button on the right side in the suggestion list, then it can be deleted from the history of recipients.
    Otherwise, the unwanted contact must be deleted from your address book.

    You can also adjust your suggested recipients list by going to Menu > Settings > Mail > Compose > Recipients history.

  • The meeting/event reminders keep popping up every 5 minutes, how to disable them?

    This is a known issue with some Gmail events and system notifications, you can resolve this by unchecking the Use system notifications box in Menu > Settings > General > Notifications.

  • My eM Client is running very slow since the Version 8 update. Why is that and how can I speed it up?

    We believe that the slowness of the new version is likely due to the attachment indexation and folder syncing. You can try leaving eM Client running overnight so it can complete this process.

    Alternatively, you can run the eM Client application with a disabled indexer by pressing the Windows key and R key at the same time and entering the following command:

    "C:\Program Files (x86)\eM Client\MailClient.exe" --disable-attachment-indexer

    (Unfortunately, there's not currently a similar workaround for Mac OS)

    We’re also working hard on fixing the speed issue and bringing you better performance with future updates.

  • Why is it taking you so long to reply to my Support Ticket?

    Generally, Pro Support is only available to Pro License holders for one year after their purchase, otherwise we direct Free users to our Support Forum.

    However, since the new eM Client 8 was recently released, everyone is treated as a Pro user for a month and is contacting the Support Team for a large range of issues. This has greatly increased our number of new support tickets to 100s every day and created a backlog. Some of the issues are bugs that our users have caught and we can pass on the information to our developers to fix and make eM Client better for everyone.

    We’re happy to help you and we promise that your ticket has not been forgotten or lost, but your patience is greatly appreciated during this time.

  • Why are my calendar event reminders in eM Client not working?

    This is likely caused by the system notifications from your operating system. Try going to Menu > Settings > General > Notifications and disabling the "Use system notifications box". Sometimes the system notifications from Windows misbehave and don't work correctly.

    When you disable them, the native notifications for the eM Client Application take over and are more reliable.

  • Google Contacts Error, Execution of request failed (Invalid request)

    If you get the following error:

    [Google Contacts]Uploading item(s) to folder 'account@gmail.com/Contacts' failed due to the following error: Execution of request failed: https://www.google.com/m8/feeds/contacts/default/full (Invalid request.)

    The first thing you should know is that most of the "folders" of Google's mail, contacts, tasks, calendar, etc. are just a complex Tag system that's pretending to be folders.
    When objects (messages, events, contact entries etc.) are without a Tag to sort them somewhere, strange things and errors start to happen. Understanding that will help you understand the rest of the explanation and the solution.

    It seems that if you click the orange + New > Contact button then it will typically default to the root /Contacts folder, which is what's causing your error. If you're creating a new contact using that method, you must either select a Tag to apply to the folder or select a subfolder.

    The way to change the default is to select any of the subfolders before clicking the orange + New > Contact button. Then it will automatically apply a tag to the contact and it won't trigger the error.

    To fix the rest of your contacts that have this "No Tag" error, the easiest thing to do would be to go to the Contacts folder and sort all of your contacts by Tag in ascending order. This will cause all your "unsorted" contacts to appear at the top. Drag all of the unsorted contacts into any of your subfolders and this will apply a tag to them and stop the error. It could also be helpful to click the "select" option so that you can easily select multiple entries at once.

  • Uploaded Public Key not Verified

    After uploading your Public Key to eM Keybook, you might have received a message saying:

    Uploaded Public Key not Verified

    Public Key John Doe for email address example@yahoo.com was uploaded to eM Keybook, but has not been verified yet. Should eM Client keep monitoring for incoming verification emails?

    This occurs when you have not yet checked your email to confirm that you would like to upload your Public PGP Key to eM Client. The message you should be looking for is called "Verification email from eM Keybook" and it will be sent from keybook@emclient.com.

    Furthermore, some email accounts (such as @seznam.cz, @yahoo.com, or @aol.com) have a problem if checking the message through normal means does not trigger the confirmation.

    The workaround for this problem is as follows:

    1. Right-click on the "Verification email from eM Keybook" message in your list of emails in your inbox and select "Save as" and then save the email as a .eml file.
    2. With this .eml file you exported, go to your file explorer in Windows where you've saved it on your computer and open the file with eM Client.
    3. When the .eml file is open click Menu > Message > Copy to Folder
    4. Choose where you want to save a copy of the message in eM Client.
    5. Navigate to where you saved the file within eM Client, and it should be displaying/working correctly and the verification will trigger.
  • Why am I getting a message that a maximum number of allowed translations for my license was reached?

    eM Client uses external service for translations, so it has to pay for each translation made through its interface. For this reason, Free license users have limited access to this feature.

    There are no limits for the PRO users.

    Read more in our blog: On-the-fly Email Translation in eM Client and in the Documentation: Spell-checker and translator

  • Why has my recurring task changed to a non-recurring one on my Google account?

    Google unfortunately doesn’t support recurring tasks, the information about recurrence is saved locally in eM Client. If you remove and add your account again this information is lost, because the local data has been cleared and the newly synchronized data from the server does not contain the recurrence information.

  • Why am I missing the content of my distribution lists?

    Some servers might not support distribution lists and can therefore try to change the list into a regular contact, leaving only the first email address. To prevent this, please save your distribution lists into eM Client’s Local folders. The list will not be synchronized but you will be able to use it from the application’s interface.

    Read more in the Documentation: Distribution List

  • Google Contacts synchronization failed - Contacts API is being deprecated

    On June 15th, 2021 Google phased out the Google Contacts API, which is a protocol we used for synchronizing Google contacts in older versions of eM Client. If you are still running one of these versions, you will encounter this error:

    [Google Contacts] Synchronizing folder 'xxx@gmail.com/Contacts' failed due to the following error: Execution of request failed:

    (Contacts API is being deprecated. Migrate to People API to retain programmatic access to Google Contacts. See https://developers.goog.ecom/people/contacts-api-migration.)

    We have switched to the current People API in eM Client 8.2, so if you are running any of the older versions, you need to either install the update (if your license is valid for eM Client 8) or upgrade your license and then install it.

    You can of course keep using the older version if you prefer, but you will not be able to synchronize your Google contacts anymore, they will only be stored locally as they are.

    To avoid the error pop-up, you can work around this situation by copying the contacts to Local Folders and switch off the Google Contacts service in Accounts settings.

  • GoDaddy OAuth setup - Your browser is unusual

    Go Daddy servers are rejecting the version of Chromium in our application, so the secure OAuth login in our native browser window during the account setup could not finish. The error messages that shows up when this happens is:

    Your Browser is a bit unusual...
    Try disabling ad blockers and other extensions, enabling javascript, or using a different web browser.


    We have created a fix version which will use your default web browser instead of our native window for this authentications. Please download this version here: https://www.emclient.com/dist/v8.2.1509/setup.msi

  • Problems with Microsoft outlook.com accounts using IMAP in eM Client 8.2

    UPDATE 9/30/2021: Microsoft has now fixed their OAUTH and the automatic setup will work again.

    On September 24th, 2021 Microsft made some changes on their mail servers, which disabled OAuth login for the IMAP protocol on their accounts. Unfortunately, this affected all outlook.com, hotmail.com, live.com, msn.com and other free Microsoft account domains in our program, since we used this secure login method as default.
    You can tell if your account is affected by a red triangle shown next to your account name. This account also cannot receive any new messages.

    The workaround at this time is to set up the account anew manually either as Exchange or as Other (IMAP) to avoid usage of the IMAP-XOAUTH2 login.

    Note: If you use 2-factor verification, you might need to create and use an App password for eM Client.

    Manual IMAP setup (Other):

    • Go to Menu > Accounts.
    • Click the '+Add account' button.
    • In the New Account window select Mail > Other.
    • Insert your Microsoft account address
    • Select IMAP.
    • Insert these settings for Incoming server: imap-mail.outlook.com
    • Outgoing server: smtp-mail.outlook.com
    • Finish the rest of the setup
    • Delete or disable your previous IMAP setup

    Exchange setup:

    • Download the attached registry file in this article.
    • Run it while eM Client is still closed and confirm the changes it will make.

    If you'd like to add the needed registry key manually instead of using our provided file:

    • Run Regedit
    • Go to Computer\HKEY_CURRENT_USER\Software\eM Client
    • Add the DWORD item AllowExchangeOnlineOAuth and set its value to 0
    • Then run eM Client 

    To set up the actual account:

    • Go to Menu > Accounts.
    • Click the '+Add account' button.
    • In the New Account window select Mail > Exchange.
    • Use your Microsoft mail address for both the Email and Username fields. 
    • Finish the rest of the setup
    • Delete or disable your previous IMAP setup. 
  • RetrieveLicenseXml failed

    One of the largest certificate issuers Let’s Encrypt had their root certificate validity end on 30. 9. 2021. In case your validity has not been renewed, an error might occur with eM Client licensing and other programs as well.

    How to check your certificate validity in Windows?

    1. Navigate to the Start menu in Windows and type certmgr
    2. Open the Certificate Manager app by pressing enter and allow changes
    3. In the left window navigate to Third-Party Root Certification Authorities
    4. Click on the file Certificates that shows up
    5. Go to the right side and find ISRG Root X1 in the ‘Issued to’ column- it is ordered alphabetically
    6. Check the expiration date in the third column

    Now, in case your certificate has validity to 30.9.2021 it means it is past due. 

    Here is how to solve the problem.

    1. Download the attached file 'ISRG Root X1.cer' and open it on your PC
    2. A window pops up, click on Install Certificate
    3. Click Next on the following screen
    4. Check the option to Place all certificates in the following store
    5. Click Browse and select Trusted Root Certification Authorities and click OK
    6. Click on Next and then Finish to import the certificate
  • IMAP error 'User is authenticated but not connected'

    When using an account that is running on an Exchange server provided by Microsoft, you can encounter this error:

    Known Microsoft Exchange server error "User is authenticated but not connected" has been encountered on IMAP connection. This issue is temporary and should be automatically resolved by the server. If not, please contact your mail provider.

    This error means that the authentication process for your account was succesfull, but for some reason the mail server is not giving eM Client access to the account data, so it cannot synchronize your messages into the app. Unfortunately, this is not something we can resolve from our side, it needs to be resolved from the side of the mail server that actually contains all your data. Reach out to your admin or provider of the email account so they can fix the issue.

    If this is happening with an email account that is set up using an Alias and not the Primary email address, try setting up the account anew using the primary email address to see if that resolves the problem.

  • eM Client 9 - How to disable or resize avatars in message list?

    This article applies to eM Client 9 BETA.

    eM Client 9 introduces contact avatars in the message list, but this can make other details harder to see in a more compact view or on smaller monitors.
    You can easily disable the avatar feature or at least resize the avatars to take less space.

    Resize Avatars:
    Go to Menu > Settings > Mail > Read and scroll down to the Message List settings.
    There is an Avatar size: option which you can set to Regular or Small.

    Remove Avatars:
    Right-click the top of the message list and open Columns configuration.
    Select the Avatar from the "Show these columns" list on the right and then click the Remove button, which will move it to the list on the left, "Available columns".

  • Notification error 'Communication with the previous instance failed'

    If you use Windows system notifications for eM Client and eM Client is already running, you can encounter this error when trying to perform an action directly from the pop-up:

    Communication with the previous instance failed. The other instance has to be ended in order to start the application.

    This happens if you run eM Client in administrator mode, which is not compatible with Windows notifications. To avoid this issue, make sure to run eM Client as a regular user instead of 'as admin'.

  • Exchange/Office365 server signatures are not working

    eM Client 9 introduces synchronized signatures, but Microsoft has released an update to some of their servers which unfortunately locks this feature for Exchange Web Services protocol. If you do not see the 'Synced from EWS' signatures for your Outlooks/Exchange accounts please try this workaround:

    • In the Outlook Web Application go to Settings > View all Outlook settings > Mail > Compose and reply.

    • After that delete all signatures using the Delete button. 

    • Then, in section Select default signatures change values For New Messages and For Replies/Forwards to No Signature.

    After deleting all signatures Outlook should create the new signature with the name Outlook Web Signature, which will represent your synchronized signature. This signature should synchronize to your eM Client and can be edited.

    Note: in case the Outlook Web Signature was not created, please contact Microsoft support with a request to block Roaming signatures.

  • eM Client 9 for macOS - messages not loading

    Some users with the latest eM Client 9 for macOS might have encountered an issue where their messages never finish loading, even though clicking REPLY shows that the message text is available. We have tracked this issue to App-specific region settings, so if you have encountered this issue, please follow these steps:

    1. Go to System preferences on your mac device
    2. Open Languages and Region
    3. Click on the Apps section
    4. If there is any app-specific setting for eM Client, remove it from the list (especially if the region is set to Sweden or Norway).
    5. Save this change and reload eM Client - your messages should show up correctly now.

    Alternative, if there was no app-specific setting

    1. Add eM Client here and set English as a language.

Easy fixes

  • How to report an issue with eM Client?

    1. If you’re getting an error message, please enclose a screenshot of the error.

    2. Send us the whole content of the ‘Log’ tab.
    If an error appears, you can access the log by clicking on the third tab in the same window as the Error. If no error appears, go to Menu > Operations, click the 'Copy log' button and paste the log (Ctrl+V) in a message to us.

    3. Send us the full number of the version that you’re using (you can find this information in Menu > Help > About).

    4. Try to remember what changes you’ve made in eM Client or in your system before the problem started and describe them to us.

    Submit the report via one of our Support options or send it to info@emclient.com (if you're still using the Trial version) and we’ll do our best to resolve the issue as soon as possible.

  • eM Client is suggesting my database is missing or is corrupted, how can I restore the database?

    If you get an error indicating that your database is corrupted, the fastest way of getting eM Client running again is to restore your data from a backup.

    This option will be available either from the window informing you about the results of the database check or from eM Client’s interface in Menu > File > Restore.

    If you can’t access eM Client to restore the data, please follow the information below on starting with a new database to open the program.

    To start with a new database, turn eM Client off and rename the "eM Client" database folder (default location is in hidden folders AppData\Roaming, the whole path is C:\Users\%username%\AppData\Roaming\eM Client) to e.g. ‘eM Client old database’.

    Please note that eM Client must stay turned off during this process. Check for eM Client or mailclient.exe in the Task Manager and if you see a process with either of these names, end it before you proceed.

    If you do not have a backup but still have all your data saved on the server, you will have to start with a new database, re-create your accounts from scratch and wait until the data is synchronized again.

  • Why do I have multiple copies of a message in Favorite folders?

    The special folders in Favorite folders collect messages from all accounts. If there are copies of the same message it can mean the message is copied into more folders or among more accounts.

    Common causes for this include:

    • Duplicate setup - make sure each of your accounts is set up only once in Menu > Accounts, or all messages will appear twice in Favorite folders
    • Rules - do you have any rules that are meant to copy incoming messages? Check the Menu > Rules to make sure that there isn't a rule creating unwanted copies.
    • Forwarding - do you perhaps have a server-side forwarding set for one of your accounts? If you don't want messages from one account to always be forwarded to another, check your server rules, for example through webmail

    Note: In eM Client 6 this problem also sometimes happened with Gmail accounts, which keeps a copy of each message in All Mail folder and also created copies in Important and Starred labels.
    Since eM Client creates a separate folder for each label, emails that have multiple labels attached to them will have multiple copies saved. The only workaround for that issue is to disable the showing of redundant labels like "Starred" and "Important" in IMAP. You can find this option by opening a web browser and logging in to Gmail. Click on Settings, and then go to the tab at the top called "Labels".

    Since eM Client 7.0 we have adapted Gmail's internal structure. All messages have just one copy in the All Mail folder and other folders are just assigned labels.

  • Why am I missing some emails when I use the search feature in eM Client?

    It’s important to realize how eM Client works with IMAP: it only downloads message headers by default to make synchronization more efficient and to save space on your device.
    Messages themselves are fully downloaded once you click on them to show their content in eM Client. Thus, eM Client cannot search in the bodies of all your messages by default.

    If you’d like to search inside the messages, you can download your messages for offline use.
    This setting is available in Menu > Accounts - the account that you’d like to download the emails for - IMAP tab - Offline - "Download messages for offline use".
    You can also include images and attachments (if you want to search inside text attachments).

    POP and EWS accounts download full messages automatically.

  • Why is there a constant certificate warning showing on start?

    We have enhanced the IMAP certificate checks so this is an expected result when your certificate name does not match the hostname. Please either use the correct certificate or match the server address found in your account settings (Menu > Accounts > the relevant account - IMAP tab - Host) with the one in the current certificate details.

    If you are redirected on the server and the names can’t match, you can also choose the possibility to connect with the current settings and remember this choice.

  • What is the difference between setting up a POP3 account in a separate folder tree instead of local folders?

    When setting up a POP3 account using the automatic or manual account setup, you can choose between creating a separate folder tree in the left pane for your POP3 account, or you can have your items synchronized with the default local folders tree.

    Both options will store your emails locally as POP3 accounts do not keep your items synchronized with the server and are only used to download new data. Having the account in the left pane will allow you to move the account in the list of your accounts, having it listed under local folders will, on the other hand, reduce the number of listed accounts.

    This choice cannot be changed after the setup, you will need to set up the account anew. Be careful not to accidentally remove your messages when doing so, you can always create both setups at once, copy your messages and then remove the unwanted setup.

  • How to configure a Skype account using eM Client?

    Microsoft has unfortunately decided to stop supporting Skype for 3rd party applications so this feature had to be removed from eM Client. eM Client does not provide VoIP functionality, but clicking on the phone number in the Contact section of the Sidebar (on the right side of the main eM Client window) results in the standard call-to action, which should detect your default VoIP app and dial the number.

  • How to configure a Facebook account using eM Client?

    Unfortunately, Facebook has decided to quit Facebook Chat support for third-party applications as of April 30th, 2015. Therefore, this functionality has been removed from eM Client as well.

  • Why can't I see my messages right after I open eM Client?

    For IMAP accounts eM Client by default only downloads the headers of incoming messages and the body content is downloaded once you open the message's details.

    While the startup synchronization is being processed by your server, it's possible the request for downloading body content may have timed out and can be run again once the folder sync is finished.

    To avoid this, try to enable the "Download messages for offline use" on your account or one of your folders – for example, your Inbox.

    To do so, navigate to your account settings, IMAP, and check the option to download messages for offline use, or right-click your folder, navigate to its properties and enable the option for selected folders only.

  • I'm seeing red triangle warning, how can I get rid of it?

    This warning is a general connection error, and it can be caused by minor connectivity issues between the application and your mail server. It can occur when the server is not responding or if the number of requests is higher than usual and the server is unable to respond while the request is valid.

    Don't worry though – eM Client should be able to automatically reconnect if the connection error is thrown unless there's a real problem on the server.

    You can find more details on what causes this connection issue in the third tab called Log in Menu > Operations. If you need help analyzing the problem, get in touch with our support.

  • New window requires me to login to my Gmail account through a browser window, what should I do?

    This window is a normal step of Gmail accounts set up, as can be seen in our step-by-step Gmail/G Suite setup on our website.

    It's part of Google's authentication called oAuth, where instead of giving the external application (eM Client) your password, you just give access from your Google account settings.

    So, log in with your Gmail account and allow access for eM Client by clicking on "Accept" on the second browser page right after you log in to the browser.

    eM Client will be granted an authentication token that you can revoke at any time using your online Google accounts settings.

    Read more in our blog: OAuth authentication with Gmail

  • Uploading contact or event failed, what do I do?

    If you try to upload or change an event, task or contact but an error message pops up with the reason described in the message (e.g. invalid value, missing or empty field) it means that there is an invalid item that you're trying to synchronize with the server.

    Try to delete the local changes to stop the synchronization – if this cannot be done manually or the error message cannot be closed (or keeps reappearing) it might be best to clear the local cache memory in eM Client for this account and download the correct data from the server.

    Simply right-click the affected folder (calendar, contacts folder, etc.), select Properties and open the Repair tab. Click the ‘Repair’ button and wait for the resync to finish.

  • How to remove email address or domain from Blacklist in eM Client?

    You can view and manage the Blacklist rule in Menu > Rules. Just select the Blacklist and click the 'Edit' button.

    A new window with all the domains and addresses in your blacklist will pop up and you can add new items or remove any of the email addresses and domains already in it.

  • eM Client runs in a strange language, how to change it?

    If the program somehow switched to a language you do not understand, do not worry!
    The buttons are located in the same place for all localizations, so follow these screenshots to find your way to the language settings:

    1. Open Menu > Settings in the main window. Menu is in the top left corner of the program, Settings is a 7th item on the list in the drop-down menu.

    2. This will open the Settings window. Here you want to open the General > Language section. General is the very top section while Language should be the second one in the list below. 

    3. Then just select your preferred language and press Ok.     

  • How to copy the Operations log in eM Client?

    The Operations log can be very useful for troubleshooting, as it contains information about the Operations that were done during this run of the application. If there is an error message the Operations log might contain more detailed information about the error itself.

    If an error message already popped up, the Log can be found in the third tab of the same Window. Otherwise, you can open this window manually in Menu > Operations. The Log is in the third tab of this window.

    Simply click the Copy log button and then paste the text into a text editor (Notepad, MS Word, ...) via the Ctrl+V shortcut.

    You can then search for your error message there in case the error details made the reason self-explanatory or you can send this log to the support so we can analyze it and provide advice.

    Support options are described on our website in Support overview section. 


    LEGACY OPTION

    In older versions the Copy log button is not available, so you will need to copy the log manually.

    • Open the Log tab and then click inside, to select a single line
    • Press Ctrl+A keyboard shortcut to select all the lines
    • Use Ctrl+C to copy the content
    • Open a text editor (Notepad, MS Word, ...) and use Ctrl+V to paste the log there and then send it to support.
  • Gmail - My label colors are not synchronized, how to resolve it?

    Unfortunately, Gmail does not forward the information about the label color through IMAP protocol, so eM Client cannot load the exact same colors and assigns random ones instead.

    However, if you go to Menu > Tags and create a new tag with the same name as your Label, you will be able to select your own color in eM Client.

    This workaround will work for all top-level Folders/Labels, not subfolders.

  • I changed my preferred font but messages are still written in default, why?

    This is, unfortunately, a common confusion, as there are actually two different settings for changing your font style in eM Client. One is your preferred style for reading messages and the other for writing/composing a message.

    1. Menu > Settings > Mail > Read

    The Preferred Style setting in this section will be applied to the messages you read, if they use Plain text. Plain text format does not have any set "visual" formatting, so you can apply your own.
    This way you can make the font easier to read for you.

    The setting will not be applied to HTML messages, which do have set formatting.

    2. Menu > Settings > Mail > Compose

    The Preferred Style in this section will be used for writing all your messages.

  • OAuth login for Microsoft Office 365 / EWS accounts

    Attention: These solutions can only work with eM Client 8.0 - 8.1, they will not work for legacy versions of eM Client. eM Client 8.2 and newer do not need this solution, as it is included natively.

    eM Client supports MFA/oAuth login, but the pop-up window for this authentication method will not be allowed to be used by default on your device.
    That is why the login method will not work natively for now, but we have prepared workarounds to help you out:

    eM Client for Windows

    • Download the attached registry file in this article.
    • Run it while eM Client is still closed and confirm the changes it will make.
    • Run eM Client and use the automatic setup to set up your accounts with oAuth.

    If you'd like to add the needed registry key manually instead of using our provided file:

    • Run Regedit
    • Go to Computer\HKEY_CURRENT_USER\Software\eM Client
    • Add the DWORD item AllowExchangeOnlineOAuth and set its value to 1
    • Then run eM Client and use the automatic setup to set up your accounts with oAuth.

    eM Client for MacOS

    • Open the Terminal
    • Execute this command:
    • defaults write com.emclient.mail.client AllowExchangeOnlineOAuth -bool TRUE
    • Run eM Client and use the automatic setup to set up your accounts with oAuth. 

     

    WARNING: If you use this work-around please make sure to disable the 'Offline Address Book' service during the last step of the setup.It is not compatible with the oAuth setup and could cause additional problems with the setup.

  • I just upgraded to eM Client 8. Where did all my folders/subfolders go? (More folder)

    Upon upgrading to eM Client 8, all your folders were “hidden” by default under a folder called 'More'. This was to give you a fresh start with your folder management and make the interface more streamlined.

    To remove items from the More folder, simply drag them out of it. Once there's nothing in the folder, it will disappear. To add items back, simply right-click an item and select Hide.

    Alternatively, you can manage which items are hidden under the More folder or shown on your folder list by right-clicking your email account name in the folder list and selecting Show/hide folders.

  • What happened to the progress bar in the bottom left corner of eM Client?

    Most users nowadays have high-speed internet connections and therefore an explicit progress bar for sending messages was no longer necessary in Version 8.

    However, if you still want to monitor the progress of your sent emails and updating folders, you can open the Operations window by going to Menu > Operations.

    If you want the Operations window progress bar to always be displayed as you send and receive messages, you can turn on this feature under Menu > Settings > General > General > Operations Window and select the box for Show window on send and receive.

  • How to remove suggested email addresses when composing a message?

    When you go to type in a name in the To: section, if there is an X button on the right side in the suggestion list, then it can be deleted from the history of recipients.
    Otherwise, the unwanted contact must be deleted from your address book.

    You can also adjust your suggested recipients list by going to Menu > Settings > Mail > Compose > Recipients history.

  • The meeting/event reminders keep popping up every 5 minutes, how to disable them?

    This is a known issue with some Gmail events and system notifications, you can resolve this by unchecking the Use system notifications box in Menu > Settings > General > Notifications.

  • Why am I getting a message that a maximum number of allowed translations for my license was reached?

    eM Client uses external service for translations, so it has to pay for each translation made through its interface. For this reason, Free license users have limited access to this feature.

    There are no limits for the PRO users.

    Read more in our blog: On-the-fly Email Translation in eM Client and in the Documentation: Spell-checker and translator

  • Why has my recurring task changed to a non-recurring one on my Google account?

    Google unfortunately doesn’t support recurring tasks, the information about recurrence is saved locally in eM Client. If you remove and add your account again this information is lost, because the local data has been cleared and the newly synchronized data from the server does not contain the recurrence information.

  • Why am I missing the content of my distribution lists?

    Some servers might not support distribution lists and can therefore try to change the list into a regular contact, leaving only the first email address. To prevent this, please save your distribution lists into eM Client’s Local folders. The list will not be synchronized but you will be able to use it from the application’s interface.

    Read more in the Documentation: Distribution List

  • GoDaddy OAuth setup - Your browser is unusual

    Go Daddy servers are rejecting the version of Chromium in our application, so the secure OAuth login in our native browser window during the account setup could not finish. The error messages that shows up when this happens is:

    Your Browser is a bit unusual...
    Try disabling ad blockers and other extensions, enabling javascript, or using a different web browser.


    We have created a fix version which will use your default web browser instead of our native window for this authentications. Please download this version here: https://www.emclient.com/dist/v8.2.1509/setup.msi

  • RetrieveLicenseXml failed

    One of the largest certificate issuers Let’s Encrypt had their root certificate validity end on 30. 9. 2021. In case your validity has not been renewed, an error might occur with eM Client licensing and other programs as well.

    How to check your certificate validity in Windows?

    1. Navigate to the Start menu in Windows and type certmgr
    2. Open the Certificate Manager app by pressing enter and allow changes
    3. In the left window navigate to Third-Party Root Certification Authorities
    4. Click on the file Certificates that shows up
    5. Go to the right side and find ISRG Root X1 in the ‘Issued to’ column- it is ordered alphabetically
    6. Check the expiration date in the third column

    Now, in case your certificate has validity to 30.9.2021 it means it is past due. 

    Here is how to solve the problem.

    1. Download the attached file 'ISRG Root X1.cer' and open it on your PC
    2. A window pops up, click on Install Certificate
    3. Click Next on the following screen
    4. Check the option to Place all certificates in the following store
    5. Click Browse and select Trusted Root Certification Authorities and click OK
    6. Click on Next and then Finish to import the certificate

Known issues

  • Why is my Outlook/Hotmail/MSN/Live account not synchronizing or really slow?

    With the recent changes on Microsoft servers, the IMAP protocol for Outlook/Hotmail/Live/MSN/etc. accounts can be unusable for some external applications at this time.

    Please set up your account as Exchange.

    • Download the attached registry file in this article.
    • Run it while eM Client is still closed and confirm the changes it will make.

    If you'd like to add the needed registry key manually instead of using our provided file:

    • Run Regedit
    • Go to Computer\HKEY_CURRENT_USER\Software\eM Client
    • Add the DWORD item AllowExchangeOnlineOAuth and set its value to 0
    • Then run eM Client 

    To set up the actual account:

    • Go to Menu > Accounts.
    • Click the '+Add account' button.
    • In the New Account window select Mail > Exchange.
    • Use your Microsoft mail address for both the Email and Username fields. 
    • Finish the rest of the setup
    • Delete or disable your previous IMAP setup.

    NOTES: Detection of Exchange setup might take longer than usual, but unless an error pops up, let the configuration finish.

    If you use 2-factor verification, you might need to create and use an App password for eM Client.

    Exchange Web Services protocol will synchronize your Mail, Contacts, and Calendar - you do not need to worry about any data loss because this information is saved on your mail server.

  • I upgraded to eM Client 8 and now my data is missing. What to do now?

    If you upgraded from eM Client 6, your data hasn't been actually lost - you just accidentally skipped database migration.

    Since eM Client 7, we have created a completely new database structure for more efficient data storage, so the data cannot be just loaded from the old database as was possible in the past.

    To migrate your data manually please use the Menu > File > Import.. > Import from eM Client 6 option.

    If you upgraded from eM Client 7, the database should be upgraded automatically, since eM Client 8 keeps to the same model and can upgrade these files automatically, no migration is needed.

    In this case, the issue might be with your storage location - make sure that the storage folder in Menu > Settings > General > Storage is pointing to the correct location where your eM Client 7 database was stored.

  • A folder in eM Client shows unread messages even though there are none?

    Please try the following steps to get rid of any 'ghost' messages:

    • Turn off Conversations (Menu > View > Conversations > Disable Conversations)
    • Close eM Client
    • Open RUN function from the Start menu
    • Run the command ""C:\Program Files (x86)\eM Client\MailClient.exe"" /dbrepair
    • Wait until the database check is completed
    • Turn eM Client on
    • You should then be able to set any Conversations setting you prefer.

    For IMAP and Exchange accounts only:

    • If that doesn't help, please right-click on the folder that the messages are in, select Properties > Repair and click the Repair button.
    • This will prompt the resynchronization of this folder from the server and should reset its data.
    • You can also try removing your account from eM Client and then adding it again in Menu > Accounts.

    Please note that all locally stored data will be lost, but if you have your data on the server, that shouldn't be of concern.

    You can make a backup just to be on the safe side through Menu > Backup.

  • My Apple calendar shows a problem with 'outbox'

    [CalDav] Subfolder synchronization of folder "outbox" failed due to the following error: Not Found
     
    This is a server error that started happening recently on Apple servers and applies to eM Client 7.0 and older.
     
    When CalDAV lists the available folders it indeed shows outbox (which is used internally by the calendar for sending invitations) but then also prompts the error because the folder should not be sent or shown through CalDAV to external applications.
     
    We have implemented a workaround which ignores this error in eM Client 7.1
     
     
    If you encounter no other errors you can just disable all error popups in the meantime.
    • go to Menu > Tools > Settings > General > General
    • Scroll to Operations window
    • uncheck the option to Show window when an error occurs

     

    Last update on this post has been made on May 12th, 2017

  • Yahoo - Why can't I see my subfolders when I synchronize my account?

    This is a known issue with selected Yahoo servers because Yahoo does not officially support subfolders at all.

    That is why the subfolders created in eM Client can disappear after synchronizing with the Yahoo server. The server will clear them out.

    We suggest only using top-level folders in Yahoo to make sure no messages get lost.

  • Why can't I export my data into a PST file from eM Client?

    We, unfortunately, do not support export to PST files and it is not a feature our developers plan to implement in the future since the file is specific for Outlook only.

    Instead, we export messages into EML files which is a widely accepted standard file format for email messages. Export your messages using the Menu > File > Export option.

    You can find converters from EML to PST online.

  • Gmail - All of my messages are marked as Important, how to stop it?

    This issue started happening in eM Client 7.0 when we changed the way we work with Gmail. Since we started supporting Gmail labels and folder structure, all labels are synchronized.
    And one thing that was not visible before (and might not be visible in other clients) is that Gmail assigns the 'Important' label to all messages synchronized through IMAP.

    In eM Client 8.1 we added a workaround in the Menu > Accounts section under the IMAP tab.

    Under the Tag section you will find the Show Important tags option and you can select to either show it based on Gmail's settings, Always show it or to Never show it. 


    LEGACY OPTIONS

    In older versions, you need to go to your Gmail settings in your web browser and create a filter that will remove the Important label automatically from each message.

    To achieve this, go to Gmail webmail, open Settings > Filters and Blocked addresses. Create a new filter where all messages received by your email address will never be marked as Important.

    Screenshots of such filter setting can be found below:

     

    Note: You can either apply the filter directly to all previous conversations or open the Important folder/label and manually select all messages to remove the Important label

  • I cannot activate eM Client license on Windows XP.

    Microsoft has officially ended support for Windows XP on April 8, 2014.
    Unfortunately, this means that the security protocols from the last service update are no longer up to the current standard.

    So when you try to activate the license after the eM Client trial, you will encounter an error message instead, because the request sent from Windows XP, unfortunately, doesn't arrive at our licensing system.

    A problem has occurred when contacting the licensing server:

    The underlying connection was closed:  an unexpected error occurred on a send.

    We have created a compatibility version for XP which allows the connection, but please be aware that this version will not be updated in the future.
    Please send us a message to info@emclient.com if you are interested in this version.

  • How to get eM Client to connect through my proxy?

    If you use the default Windows proxy, download the config included in the attachments section of this article.

    Copy it into the eM Client folder in C:\Program Files (x86).

    This config file should then enable the program to detect the needed credentials for your proxy.

    However, this solution only works for eM Client up to version 7.2, not for the newly released eM Client 8.

    If you are using a different proxy solution or newer version, you need to either arrange for eM Client to get the credentials using a 3rd party program (e.g.Proxifier) or add eM Client to exceptions.

  • BT Internet folder download issue - SELECT command bug

    Users of BTinternet email accounts have recently seen a variation of these errors:

    [IMAP] Cannot open folder ... ([Clientbug] Select additional arguments found after last expected argument)

    [IMAP] Cannot open folder ... (unrecognized extra arguments to SELECT command)

    We have analyzed the issue in detail, including IMAP logs provided by some of our users and our developers concluded that it's a server issue that can't be fixed on our side, unfortunately.

    It seems that the BT updated the feature on their back-end servers but didn't adapt the proxy servers which report the errors. It seems that BT is continuously changing the settings and that's why sometimes the account reset helps but later on the issue reappears.

    Some tweaks to the settings seem to help though, these are solutions provided by our users:

    "A bit of research reveals that BT uses two versions of mail - BT email and BT Yahoo email. See here

    http://bt.custhelp.com/app/answers/detail/a_id/57483/~/im-not-sure-if-ive-got-bt-mail-or-bt-yahoo!-mail

    By logging into the desktop version of BT email you can see which version you have got. It transpires I have BT Yahoo mail. I have set the email up using BT Yahoo settings and it is now working again. Something must have changed on BT's side. So if you get this query again this should be the solution."

    Another tip that seems to help is filling in the manual option for credentials under the IMAP tab in Menu > Accounts. Open this section and open the IMAP tab for your BT account. Insert your credentials into "these credentials" fields and save the settings.

    Also, if your username is set anywhere as just the user part, make sure to change it to full address - ie. if the full email address is example@btinternet.com make sure the user name is set to "example@btinternet.com", not just "example".

  • NTLM authentication for Exchange accounts not supported for macOS

    Update: NTLM is now supported in eM Client 8.2 and newer

    In case you're trying to set up an Exchange account in eM Client for Mac and you're getting pop-ups with failed authentication, then your mail server most likely requires an NTLM authentication, which is currently not supported in eM Client for Mac.

    We are aware of the problem and are collaborating with Microsoft on a solution that will solve this once and for all.

    A possible workaround is setting the account up with IMAP protocol manually via eM Client > Add account > Mail > Other or ask your mail server administrator if there are some other authentication methods available for Exchange protocol on your server.

  • I see a red triangle next to my account name after upgrade to eM Client 8, how can I fix this?

    If you use Google or Yahoo accounts your accounts might have stopped synchronizing after the upgrade. This is most commonly caused by external apps like Antivirus, Firewalls, VPNs, etc. which are blocking the new eM Client 8 for your safety because the program is new and therefore not in any trusted databases of these programs.

    We have seen this often happen with Avast, Kaspersky and AVG, though others could cause the same problem.

    Adding eM Client to exceptions in these apps and disabling any mail shields should resolve the issue.

    We also recommend reporting this to the provider of your security app, so they can update their records and not block eM Client in the future.

  • Why don’t your instructions/documentation match eM Client’s interface?

    Previous versions of eM Client had several important features (such as Settings, Operations and Accounts) which were embedded under Menu > Tools. Therefore, a lot of our documentation and help articles written before the release of eM Client 8 in June 2020 have instructions that follow that pathway. With eM Client 8, we promoted some of these frequently used features to just be under Menu. Additionally, some features (such as Categories and Smart folders) have been renamed.

  • Why isn’t the search function in eM Client working as expected?

    The release of eM Client 8 has brought enhanced search capabilities, including searching in the text of attachments and on IMAP and Exchange/Office365 servers. Sometimes though, searching through the mail server does not return correct/expected results, so it might be beneficial to turn off server search and search locally within eM Client instead.

    To do this click on the down arrow v on the right side of the search bar and deselect Use server search if available. Also, while you’re in this search menu, double check that you’ve selected the correct search parameters, such as searching in All folders and searching for your keyword in the Subject, Sender, Recipients, Body and Attachments fields.

    Read more in our blog: Search Like a Pro in eM Client

  • My eM Client is running very slow since the Version 8 update. Why is that and how can I speed it up?

    We believe that the slowness of the new version is likely due to the attachment indexation and folder syncing. You can try leaving eM Client running overnight so it can complete this process.

    Alternatively, you can run the eM Client application with a disabled indexer by pressing the Windows key and R key at the same time and entering the following command:

    "C:\Program Files (x86)\eM Client\MailClient.exe" --disable-attachment-indexer

    (Unfortunately, there's not currently a similar workaround for Mac OS)

    We’re also working hard on fixing the speed issue and bringing you better performance with future updates.

  • Why is it taking you so long to reply to my Support Ticket?

    Generally, Pro Support is only available to Pro License holders for one year after their purchase, otherwise we direct Free users to our Support Forum.

    However, since the new eM Client 8 was recently released, everyone is treated as a Pro user for a month and is contacting the Support Team for a large range of issues. This has greatly increased our number of new support tickets to 100s every day and created a backlog. Some of the issues are bugs that our users have caught and we can pass on the information to our developers to fix and make eM Client better for everyone.

    We’re happy to help you and we promise that your ticket has not been forgotten or lost, but your patience is greatly appreciated during this time.

  • Why are my calendar event reminders in eM Client not working?

    This is likely caused by the system notifications from your operating system. Try going to Menu > Settings > General > Notifications and disabling the "Use system notifications box". Sometimes the system notifications from Windows misbehave and don't work correctly.

    When you disable them, the native notifications for the eM Client Application take over and are more reliable.

  • Google Contacts Error, Execution of request failed (Invalid request)

    If you get the following error:

    [Google Contacts]Uploading item(s) to folder 'account@gmail.com/Contacts' failed due to the following error: Execution of request failed: https://www.google.com/m8/feeds/contacts/default/full (Invalid request.)

    The first thing you should know is that most of the "folders" of Google's mail, contacts, tasks, calendar, etc. are just a complex Tag system that's pretending to be folders.
    When objects (messages, events, contact entries etc.) are without a Tag to sort them somewhere, strange things and errors start to happen. Understanding that will help you understand the rest of the explanation and the solution.

    It seems that if you click the orange + New > Contact button then it will typically default to the root /Contacts folder, which is what's causing your error. If you're creating a new contact using that method, you must either select a Tag to apply to the folder or select a subfolder.

    The way to change the default is to select any of the subfolders before clicking the orange + New > Contact button. Then it will automatically apply a tag to the contact and it won't trigger the error.

    To fix the rest of your contacts that have this "No Tag" error, the easiest thing to do would be to go to the Contacts folder and sort all of your contacts by Tag in ascending order. This will cause all your "unsorted" contacts to appear at the top. Drag all of the unsorted contacts into any of your subfolders and this will apply a tag to them and stop the error. It could also be helpful to click the "select" option so that you can easily select multiple entries at once.

  • Uploaded Public Key not Verified

    After uploading your Public Key to eM Keybook, you might have received a message saying:

    Uploaded Public Key not Verified

    Public Key John Doe for email address example@yahoo.com was uploaded to eM Keybook, but has not been verified yet. Should eM Client keep monitoring for incoming verification emails?

    This occurs when you have not yet checked your email to confirm that you would like to upload your Public PGP Key to eM Client. The message you should be looking for is called "Verification email from eM Keybook" and it will be sent from keybook@emclient.com.

    Furthermore, some email accounts (such as @seznam.cz, @yahoo.com, or @aol.com) have a problem if checking the message through normal means does not trigger the confirmation.

    The workaround for this problem is as follows:

    1. Right-click on the "Verification email from eM Keybook" message in your list of emails in your inbox and select "Save as" and then save the email as a .eml file.
    2. With this .eml file you exported, go to your file explorer in Windows where you've saved it on your computer and open the file with eM Client.
    3. When the .eml file is open click Menu > Message > Copy to Folder
    4. Choose where you want to save a copy of the message in eM Client.
    5. Navigate to where you saved the file within eM Client, and it should be displaying/working correctly and the verification will trigger.
  • Google Contacts synchronization failed - Contacts API is being deprecated

    On June 15th, 2021 Google phased out the Google Contacts API, which is a protocol we used for synchronizing Google contacts in older versions of eM Client. If you are still running one of these versions, you will encounter this error:

    [Google Contacts] Synchronizing folder 'xxx@gmail.com/Contacts' failed due to the following error: Execution of request failed:

    (Contacts API is being deprecated. Migrate to People API to retain programmatic access to Google Contacts. See https://developers.goog.ecom/people/contacts-api-migration.)

    We have switched to the current People API in eM Client 8.2, so if you are running any of the older versions, you need to either install the update (if your license is valid for eM Client 8) or upgrade your license and then install it.

    You can of course keep using the older version if you prefer, but you will not be able to synchronize your Google contacts anymore, they will only be stored locally as they are.

    To avoid the error pop-up, you can work around this situation by copying the contacts to Local Folders and switch off the Google Contacts service in Accounts settings.

  • Problems with Microsoft outlook.com accounts using IMAP in eM Client 8.2

    UPDATE 9/30/2021: Microsoft has now fixed their OAUTH and the automatic setup will work again.

    On September 24th, 2021 Microsft made some changes on their mail servers, which disabled OAuth login for the IMAP protocol on their accounts. Unfortunately, this affected all outlook.com, hotmail.com, live.com, msn.com and other free Microsoft account domains in our program, since we used this secure login method as default.
    You can tell if your account is affected by a red triangle shown next to your account name. This account also cannot receive any new messages.

    The workaround at this time is to set up the account anew manually either as Exchange or as Other (IMAP) to avoid usage of the IMAP-XOAUTH2 login.

    Note: If you use 2-factor verification, you might need to create and use an App password for eM Client.

    Manual IMAP setup (Other):

    • Go to Menu > Accounts.
    • Click the '+Add account' button.
    • In the New Account window select Mail > Other.
    • Insert your Microsoft account address
    • Select IMAP.
    • Insert these settings for Incoming server: imap-mail.outlook.com
    • Outgoing server: smtp-mail.outlook.com
    • Finish the rest of the setup
    • Delete or disable your previous IMAP setup

    Exchange setup:

    • Download the attached registry file in this article.
    • Run it while eM Client is still closed and confirm the changes it will make.

    If you'd like to add the needed registry key manually instead of using our provided file:

    • Run Regedit
    • Go to Computer\HKEY_CURRENT_USER\Software\eM Client
    • Add the DWORD item AllowExchangeOnlineOAuth and set its value to 0
    • Then run eM Client 

    To set up the actual account:

    • Go to Menu > Accounts.
    • Click the '+Add account' button.
    • In the New Account window select Mail > Exchange.
    • Use your Microsoft mail address for both the Email and Username fields. 
    • Finish the rest of the setup
    • Delete or disable your previous IMAP setup. 
  • IMAP error 'User is authenticated but not connected'

    When using an account that is running on an Exchange server provided by Microsoft, you can encounter this error:

    Known Microsoft Exchange server error "User is authenticated but not connected" has been encountered on IMAP connection. This issue is temporary and should be automatically resolved by the server. If not, please contact your mail provider.

    This error means that the authentication process for your account was succesfull, but for some reason the mail server is not giving eM Client access to the account data, so it cannot synchronize your messages into the app. Unfortunately, this is not something we can resolve from our side, it needs to be resolved from the side of the mail server that actually contains all your data. Reach out to your admin or provider of the email account so they can fix the issue.

    If this is happening with an email account that is set up using an Alias and not the Primary email address, try setting up the account anew using the primary email address to see if that resolves the problem.

  • Notification error 'Communication with the previous instance failed'

    If you use Windows system notifications for eM Client and eM Client is already running, you can encounter this error when trying to perform an action directly from the pop-up:

    Communication with the previous instance failed. The other instance has to be ended in order to start the application.

    This happens if you run eM Client in administrator mode, which is not compatible with Windows notifications. To avoid this issue, make sure to run eM Client as a regular user instead of 'as admin'.

  • eM Client 9 for macOS - messages not loading

    Some users with the latest eM Client 9 for macOS might have encountered an issue where their messages never finish loading, even though clicking REPLY shows that the message text is available. We have tracked this issue to App-specific region settings, so if you have encountered this issue, please follow these steps:

    1. Go to System preferences on your mac device
    2. Open Languages and Region
    3. Click on the Apps section
    4. If there is any app-specific setting for eM Client, remove it from the list (especially if the region is set to Sweden or Norway).
    5. Save this change and reload eM Client - your messages should show up correctly now.

    Alternative, if there was no app-specific setting

    1. Add eM Client here and set English as a language.