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Troubleshoot & Reconnect

MSPintegrations can connect to Microsoft 365 to periodically retrieve messages from a Microsoft Office 365 mailbox. If MSPintegrations shows that the mailbox is offline, or if the MSPintegrations console appears to have trouble connecting to Microsoft Office 365, try the following steps:

Confirm the API credentials are valid​

In the MSPintegrations console, click Apps in the top bar, then click Email2AT (or Email2CW or Email2Halo). On the left sidebar, click Remote Mailboxes, then scroll to the Microsoft Office 365 Connections pane.

Check whether any connections display an Error badge.

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If one of your connections displays an error, click the Reconnect button to the right of it.

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This will direct you to the Microsoft authentication flow to re-authenticate to Microsoft. Be sure to use the same account as is displayed within the MSPintegrations console.

After you re-authenticate to Microsoft, you will be redirected back to the MSPintegrations console and the error should go away.

Reconnect also updates permissions for existing delegated connections. Reconnect the same Microsoft account to grant the delegated User.ReadBasic.All permission so Mailbox to Open can show tenant mailbox suggestions.

If the error persists, contact us for help.