{"id":14101,"date":"2026-09-21T09:27:16","date_gmt":"2026-09-21T07:27:16","guid":{"rendered":"https:\/\/mybox.com\/help\/?post_type=manual_kb&#038;p=14101"},"modified":"2026-09-21T09:27:20","modified_gmt":"2026-09-21T07:27:20","slug":"email-client-keeps-going-offline-or-disconnecting-causes-and-fixes","status":"publish","type":"manual_kb","link":"https:\/\/mybox.com\/help\/en\/knowledgebase\/email-client-keeps-going-offline-or-disconnecting-causes-and-fixes\/","title":{"rendered":"Email Client Keeps Going Offline or Disconnecting: Causes and Fixes"},"content":{"rendered":"\n<div class=\"translation-block translation-block-merged\">\n<p class=\"wp-block-paragraph\">If Outlook, Apple Mail, Thunderbird, or another email client keeps switching to offline mode or losing its connection, the cause is usually related to network access, an offline setting, mail-server availability, or the account connection. This issue is different from a first-time setup problem or a simple password prompt. The client may already have a configured mailbox but still fail to keep its connection active.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_86 ez-toc-wrap-left counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/mybox.com\/help\/en\/knowledgebase\/email-client-keeps-going-offline-or-disconnecting-causes-and-fixes\/#Check_whether_the_computer_still_has_network_access\" >Check whether the computer still has network access<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/mybox.com\/help\/en\/knowledgebase\/email-client-keeps-going-offline-or-disconnecting-causes-and-fixes\/#Confirm_that_offline_mode_is_not_enabled\" >Confirm that offline mode is not enabled<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/mybox.com\/help\/en\/knowledgebase\/email-client-keeps-going-offline-or-disconnecting-causes-and-fixes\/#Check_the_mailbox_and_sign-in_status\" >Check the mailbox and sign-in status<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/mybox.com\/help\/en\/knowledgebase\/email-client-keeps-going-offline-or-disconnecting-causes-and-fixes\/#Check_mail-server_availability_and_connection_errors\" >Check mail-server availability and connection errors<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/mybox.com\/help\/en\/knowledgebase\/email-client-keeps-going-offline-or-disconnecting-causes-and-fixes\/#Use_connection_logs_to_identify_the_pattern\" >Use connection logs to identify the pattern<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/mybox.com\/help\/en\/knowledgebase\/email-client-keeps-going-offline-or-disconnecting-causes-and-fixes\/#When_to_contact_mybox_support\" >When to contact mybox support<\/a><\/li><\/ul><\/nav><\/div>\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Check_whether_the_computer_still_has_network_access\"><\/span>Check whether the computer still has network access<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Start by checking whether the device has a working internet connection when the email client goes offline. If other online services also stop responding at the same time, the email client may be reacting to a wider network interruption.<\/p>\n\n\n\n<\/div>\n\n<div id=\"mybox-653195936\" class=\"mybox-content mybox-entity-placement\"><div class=\"early-access-banner-inpost\">\r\n  <div class=\"banner-left-inpost\">\r\n    <div class=\"icon-box-inpost\">\r\n      <img decoding=\"async\" src=\"https:\/\/mybox.com\/help\/wp-content\/uploads\/2026\/02\/square-info-icon.svg\" alt=\"Info\">\r\n    <\/div>\r\n    <div class=\"text-box-inpost\">\r\n      <span class=\"label-inpost\"><span class=\"translation-block translation-block-banner-text\">Early access<\/span><\/span>\r\n      <h4><span class=\"translation-block translation-block-banner-text\">Still need help?<\/span><\/h4>\r\n      <p><span class=\"translation-block translation-block-banner-text\">Contact our customer service team.<\/span><\/p>\r\n    <\/div>\r\n  <\/div>\r\n\r\n  <div class=\"banner-right-inpost\">\r\n    <a href=\"https:\/\/panel.mybox.com\/helpdesk2\/v\/list\/\" class=\"banner-button-inpost\"><span class=\"translation-block translation-block-banner-text\">Message us<\/span><\/a>\r\n  <\/div>\r\n<\/div><\/div>\n\n<div class=\"translation-block translation-block-merged\"><p class=\"wp-block-paragraph\">Record when the disconnection happens and whether the client reconnects by itself. A connection that drops only at certain times or on one network gives support a useful pattern to investigate. If the internet connection remains available but the email client disconnects, continue with the client and mail-server checks below.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Confirm_that_offline_mode_is_not_enabled\"><\/span>Confirm that offline mode is not enabled<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Email applications can have an offline mode that prevents normal communication with the mail server. Check the client&#8217;s connection status and confirm that it is not set to work offline. If the client returns online after this setting is changed, the offline state was local to the application rather than a hosting outage.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Also note whether the client stays online briefly and then changes back to offline mode. Repeated changes can point to an unstable connection between the application and the mail server, so record the exact behaviour before contacting support.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Check_the_mailbox_and_sign-in_status\"><\/span>Check the mailbox and sign-in status<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A mailbox may be reachable through webmail while the email application is not completing its separate sign-in to the mail server. This distinction is important: working webmail does not always mean that the desktop or mobile client has an active server connection. <a href=\"https:\/\/mybox.com\/help\/knowledgebase\/email-client-keeps-asking-for-your-password-causes-and-fixes\/\">mybox explains the difference between webmail access and the email client&#8217;s separate sign-in<\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If the client repeatedly asks for the password as it disconnects, check whether the mailbox password was changed. An outdated authentication method can also prevent the application from completing its connection. These signs indicate an account authentication problem rather than a general loss of internet access. <a href=\"https:\/\/mybox.com\/help\/knowledgebase\/email-client-keeps-asking-for-your-password-causes-and-fixes\/\">See the mybox password-prompt troubleshooting steps<\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Check_mail-server_availability_and_connection_errors\"><\/span>Check mail-server availability and connection errors<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Look at the client&#8217;s connection status or error message when the problem occurs. Errors that mention a timeout or a blocked connection can mean that the client cannot establish a connection with the outgoing SMTP server. Outlook errors 0x8004210B and 0x80042109 are examples of errors associated with a timed-out or blocked SMTP connection. <a href=\"https:\/\/mybox.com\/help\/knowledgebase\/troubleshooting-outlook-errors-0x8004210b-and-0x80042109\/\">Read the mybox explanation of these Outlook errors<\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If receiving mail also stops, record whether the failure affects incoming mail, outgoing mail, or both. A sending-only problem can be related to SMTP authentication. For example, the error \u201csender address rejected: not logged in\u201d appears when the email client has not properly authenticated to the outgoing mail server. <a href=\"https:\/\/mybox.com\/help\/knowledgebase\/sender-address-rejected-not-logged-in\/\">See the mybox explanation of this SMTP authentication error<\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Use_connection_logs_to_identify_the_pattern\"><\/span>Use connection logs to identify the pattern<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">If the email client provides connection or error logs, review the entries created at the time of a disconnection. Note the time, the affected mailbox, whether the failure concerns incoming or outgoing mail, and the exact error text. These details help separate a local network interruption from a failed sign-in, an SMTP connection timeout, or a blocked server connection.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Keep the logs unchanged when possible. Repeated events with the same error are more useful for diagnosis than a general report that the client went offline.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"When_to_contact_mybox_support\"><\/span>When to contact mybox support<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Contact mybox support when the device has network access, offline mode is not enabled, and the client still repeatedly disconnects. Include the email client name, the affected mailbox, the times of the failures, whether webmail remains available, and any connection-log entries or error codes.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Support should also investigate when several clients show the same connection problem, or when the errors indicate a mail-server timeout, blocked SMTP connection, or failed server authentication. This information helps determine whether the issue is limited to one application or requires hosting or mail-server support.<\/p>\n<\/div>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"template":"","format":"standard","manualknowledgebasecat":[30],"manual_kb_tag":[],"class_list":["post-14101","manual_kb","type-manual_kb","status-publish","format-standard","hentry","manualknowledgebasecat-configuration-of-email-clients"],"_links":{"self":[{"href":"https:\/\/mybox.com\/help\/en\/wp-json\/wp\/v2\/manual_kb\/14101","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/mybox.com\/help\/en\/wp-json\/wp\/v2\/manual_kb"}],"about":[{"href":"https:\/\/mybox.com\/help\/en\/wp-json\/wp\/v2\/types\/manual_kb"}],"author":[{"embeddable":true,"href":"https:\/\/mybox.com\/help\/en\/wp-json\/wp\/v2\/users\/1"}],"version-history":[{"count":1,"href":"https:\/\/mybox.com\/help\/en\/wp-json\/wp\/v2\/manual_kb\/14101\/revisions"}],"predecessor-version":[{"id":14102,"href":"https:\/\/mybox.com\/help\/en\/wp-json\/wp\/v2\/manual_kb\/14101\/revisions\/14102"}],"wp:attachment":[{"href":"https:\/\/mybox.com\/help\/en\/wp-json\/wp\/v2\/media?parent=14101"}],"wp:term":[{"taxonomy":"manualknowledgebasecat","embeddable":true,"href":"https:\/\/mybox.com\/help\/en\/wp-json\/wp\/v2\/manualknowledgebasecat?post=14101"},{"taxonomy":"manual_kb_tag","embeddable":true,"href":"https:\/\/mybox.com\/help\/en\/wp-json\/wp\/v2\/manual_kb_tag?post=14101"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}