Email Client Keeps asking for password

[MichaelsComputerServices]

I have a client who has a support contract with us. About every week it seems like almost, if not all, of their computers prompt for an email password when trying to send or receive an email. It ranges from Thunderbird to Outlook 2016 as the client software. The host is Godaddy (they said it wasn't them). We've reset the password, cleared it out, removed and re-added the account in the client's software, and many other troubleshooting steps. It will work fine for a couple of days, then start happening again. They have a WatchGuard Firebox X550e and Bitdefender MAV. They are one of my larger clients and have about 30-40 computers, so when this happens it becomes an annoyance to both of us. Any ideas as to what would be causing this?

 

[ComputerRepairTech]

When the password dialog pops up with the saved password in the system and they keep submitting it will it come back authentification failed or does it go through? Can you duplicate it on your end? Can they access it via webmail? Wait is this exchange? cause unfortunately my experience is lacking in this area.

 

[MichaelsComputerServices]

It just keeps popping up, no error. It doesn't seem like it goes through. We cannot duplicate it on our end. Webmail is fine and it is just standard email.

 

[ComputerRepairTech]

Well I was going to suggest maybe setting a client to non ssl connection then using a packet sniffer but thunderbird may have a way to do detailed logs that could help http://kb.mozillazine.org/Session_logging_for_mail/news have they asked godaddy for any pop/imap related logs that could assist in diagnosing the issue?

So their password just stops working with the email client but they can still login via web mail?

 

[MichaelsComputerServices]

I have not contacted Godaddy about logs. I explained the situation and they basically said "it's not us" and that was the end. They are an insurance business and have very private emails so don't really want to change it to a non secure transmission. That is a good way to narrow it out though and need to take that into play.

 

[nlinecomputers]

Godaddy nuff said. Don't care what they say. Odds are high that it is them. Move them to a real host provider like Office 365.

 

[Markverhyden]

Yep. Probably Godaddy. I'd try @ComputerRepairTech's suggstion and change the connection type. If it's SSL try normal or vice a versa.

 

[JoeMcDonalds]

Check your antivirus software & also credential manager settings

Anti-virus software can often cause conflicts within other software. Antivirus software is also generally setup to automatically update its files so an recent update may be what has caused outlook to start asking for a password.
To check if your antivirus software is causing the problem, deactivate the software and see if the problem persists.

Check your credential manager settings
If you have rebooted your computer, and checked that the “remember password” field has been checked, then it’s time to check that the correct user credentials have been stored in your credentials manager.
To access your credential manager on windows you need to go to your control panel and then click credential manager:
The credential manager stores passwords for your various applications so it’s a good idea to check that the password and username that is stored for your email address is correct.

Joe McDonalds | Tech Support
Cloudappsportal

 

[TurricanII]

Number one suggestion would be to turn on protocol logging in the email clients. Outlook for sure has that in the Advanced options. To elaborate on Antivirus possibly causing this, many antivirus programs will insert themselves such that all SMTP/POP3 TCP connections are going through their filter on the local machine. Can you disable local email scanning for a trusted member of staff, if inbound email is filtered before it gets to the end user?

 

[kierang]

Have you checked that Credential Manager on the client is not holding old credentials ?

 

[Bizybone]

I'd also check credential manager holding old credentials or have a continuous ping to the host from the client and watch for timeouts.

 

[ZenTree]

Are they all prompting at the same time when it goes down?

To rule out godaddy set up a new email account that's not with them and see if you get the password prompts for that one at the same time as the rest of them.

 

[ohio_grad_06]

I have seen this before, with Office 365 as well. Double check their password, maybe even change it. On Outlook, many times you can get around it by going into the Mail settings in the Control Panel, and creating a new profile.

 

[Daifne]

In Thunderbird, at least, if the server doesn't respond you will get password prompts like this. There is nothing wrong on the client side. No matter what GoDaddy says, the problem is on their side. Not surprising. Their mail servers are very unreliable.