Is Greenby down?

[#1]

@pvmb @dbriggs1950 

My understanding is :-

You access the Greenby portal using the accountname & password (this initially is the same as used to access the Plusnet portal.) . AIUI this password can be  changed using the Profile->Account  Details screen

Some accounts (e.g <account>.plus.com ) can have multiple mailboxes, once logged into the portal you can view any of the mailboxes in webmail immediately using the 'View webmail' link.

Each mailbox has its own password which can be set using the mailbox settings options , 'three dots' to the right of the 'view webmail' link.

To access an individual mailbox from a mail client or webmail directly , the username is the full email address e.g <mailboxname>@<accountname>.plus.com and the password set for that mailbox. The same credentials are needed for both incoming & outgoing server when using an email client.

NB on initial migration the 'default' mailbox <accountname>@<accountname>.plus.com  will have the same password as the account. Other mailboxes and their passwords should be the same as they were in the Plusnet account.

[#2]

@MisterW 

Thanks for that, which I agree with and have been using since the master user and its mailboxes were migrated from Force9 to Greenby some time ago. Until Tuesday evening, it was all working fine. However, something unidentified changed. There seemed to be a suggestion that the "mailbox" was moved to a different server that had different password requirements or restrictions. Another suggested that it was only necessary to reset the passwords that complied with the requirements, but had perhaps got lost in the transfer. I had to change two passwords that were shorter than the minimum length, for example, but even after doing that, I could not log in.

Then there another suggestion that the IMAP/POP3/SMTP settings might be wrong. Greenby have a KB article that is almost completely different to the settings I was using, but also different to those I was being advised to use by the support assistant. Those latter ones were more like those I was given originally on this forum and had been using successfully, although there were some setups that used SSL/TLS and others that didn't, but both worked.

I have twelve mailboxes shared between myself and family members, most of whom use mobiles or laptops with IMAP and SMTP. I have three e-mail clients that access about three accounts each: Outlook and Thunderbird use IMAP and SMTP, and there are several instances of Pegasus mail (with my e-mail archives) that use POP3 and SMTP. All have to log into SMTP on the new Greenby mail.enmail.co server to send mail, or maybe login to IMAP first. I have changed some of them already and changed the passwords where appropriate, but these logins fail and sending of e-mails fails with "Unknown sender" errors.

Oh, did I say that webmail was broken as well?

I have uploaded a bunch of session logs to the Greenby support portal and am expecting a remote support session tomorrow to try and move forwards. I guess someone at Greenby made a change that they thought no-one would notice, so they didn't send out any warnings before it got broken. What fun (not).

[#3]

OK, the remote support assistant fiddled with Outlook's server settings for my main account, changing the incoming server from imap.force9.net to mail.enmail.co. He might have changed the port number (still/now 993 with SSL/TLS), and he reset my login password to the one I had set previously, maybe pressing a bit harder on the mouse...

Anyway, Outlook was able to connect and sync my inbox. I check other accounts in Outlook and they just started working. Similarly, Thunderbird checks three of the same accounts and they started working with no changes at all.

I changed Outlook back to use imap.force9.net and it still works.

The POP3 settings in Pegasus did not need to be changed but just started working.

Conclusion: Some logjam was released and normal service resumed. Phew!