Hi @WeiZhu and @KG22, I’m glad that you were able to reconnect the email!
If you are still experiencing problems with the email connection:
After a thorough investigation, our team believes that this issue was caused by a change IONOS recently made. This change appears to be impacting IONOS users outside of HubSpot as well, here is an example from a user forum and an incident report by IONOS.
The team has reached out to IONOS directly and we are encouraging HubSpot customers to reach out to IONOS support as well via your IONOS or 1and1 account to report the issue. Here is a soundbite that you can use in your outreach to IONOS to give them context on the error and help their investigation:
“As of January 25, 2022 our IMAP/SMTP connection broke in third party tools that we were previously able to connect to without issue. When attempting to connect we are seeing a
BYE out-of-sync data before server greeting error on all IMAP and SMTP ports listed here: IONOS Email: Server Data for IMAP, POP3, and SMTP - IONOS Help - Please investigate and address so we can reconnect via IMAP/SMTP”
While we are waiting for a response from IONOS, our team has tried to find alternative solutions - one of the reconnection attempts was successful: they were able to connect to an inbox with the IMAP port set to 143 and the SMTP port set to 587. We recommend to test those settings to try to reconnect your inboxes. Admin users can also set portal-wide settings for their email domains that override these ports for all users.
Thank you!
We will update this thread as soon as we have new information. Thank you for your patience.
Mia, Community Team