POP3 connection error NLTM

Mail
1

After many months of successful Send and Receive on a particular email account (POP3 for incoming mail), yesterday I started receiving the error:
[POP3] Message listing failed due to the following reason:
“-ERR NTLM Failure”
My email has been hosted by my provider for many years without problems. They advise that the error is not showing in their server logs and have confirmed that all the account setting in emClient are correct. They claim the issue is on the emClient side.
Any help would be appreciated.

2

What is your POP Mail server address, server port and security policy.

Who is your Mail server hosted with.

What version of eM Client do you have.

What version of Windows or Mac do you have.

3

Hi Phil,

Could you please send us your POP3 diagnostic logs? You can obtain them by following these steps:

  1. Go to Menu → Settings → Advanced → Logging
  2. Find the affected account, check the box for POP3, then click Save & Close
  3. Restart eM Client
  4. Wait for the error to occur again, or reproduce the steps that trigger it
  5. Go back to Logging and click Send Logs…

This will open a new email with the logs attached. Please send that email directly to [email protected]

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4

Mail server is mx3594.syd1.mymailhosting.com, Port 110, Security policy Use STARTTLS if available
Mail server is hosted with Webcentral in Australia
emClient version is 10.4.5326 (97a2e75)
Windows version is 11 Pro (25H2)

5

Mail server is mx3594.syd1.mymailhosting.com, Port 110, Security policy Use STARTTLS if available
Mail server is hosted with Webcentral in Australia
emClient version is 10.4.5326 (97a2e75)

Try using the secure port 995 and below security policy

Port 995 and Security Policy "Use TLS on Special Port”

6

Have tried that - same result

7

Have tried that - same result

Ok then need to have your logs investigated as @JulieWren advised above.

You might possibly need a eg: POP string in the accounts tab depending on your mail server as eM Client 10 supports newer authentication than what V6-9 did, but support will advise if you do.

if you are running any eg: optionally installed Firewall / Security programs or optionally installed antivirus programs or vpns “other than what comes default with your OS”, then try completely disabling those to test incase of interference.

Lastly if you haven’t already tried, completely power off your computers and modem / router for eg: 2 mins and then power back on incase it’s a physical ip / dns / gateway connection problem or resident memory background related issue with the OS.

8

Update from Webcentral:
“We can confirm that our engineering team implemented a security update on the SmarterMail cluster (syd1.mymailhosting.com) on Sunday 28th June. This update disabled support for NTLM authentication”.

9

Hi Phil,
Having exactly the same “ERR NTLM Failure” issue here with Webcentral and POP3 email clients since late Sunday (28/6/26). Have created new test email addresses and added them to emClient (on W11) as POP3 accounts, with every combination of port and SSL/TLS setting available, and all result in the error, even when the built in diagnostic test works fine!
Existing and new IMAP accounts continue to work as normal.
The emClient version for testing was 10.4.5326 & licenced.
Webcentral support have responded with “uncheck SPA or NTLM option in client setup” and “set the Authentication method to Normal Password (or simply Password)”, which of course is a generic answer, and emClient doesn’t have that configuration granularity anyway.
So it seems Webcentral have made a change, and emClient doesn’t support it (yet).
Have emailed emClient support a few minutes ago (late on 2nd July) so awaiting a response.
Cheers.

10

Steve,
emClient support was able to give me a parameter to add to the account which fixed the problem.

2 Likes
11

Hi Phil,

I have exactly the same problem using the Webcentral email service on mx3594.syd1.mymailhosting.com in Australia. I am running emClient version 10.4.5606 (58d51c0). I think the problem will be affecting many users. Can you please share the additional parameter settings so the I (and others) can get their POP3 mail flowing again.

12

Can you post the parameter that worked in this thread for any any others rather than email it to other users . Suggest also remove your email address from your last post for your privacy.

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13

If emClient support has an easy solution for this issue, perhaps they could post the answer directly on this forum to help us resolve the problem. I am currently not able to receive POP3 emails with the emClient software which is extremely inconvenient.

14

Here is the recommendation from Em Client support for this problem:

use an advanced parameter. You can do that by going to Menu - Accounts - choose the specific account from the list which is affected by this error - click on the tab Diagnostics - in the Advanced options sections, input the following in the Parameters field and the click on Save&Close and restart eM Client:

–force-pop-auth BASIC

They also recommend using “Use these credentials:” with your email address and password, rather than the “Use identity credentials” option, in the POP3 settings.

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15

In addition to what @PhilJacombs mentioned above, please note that the same parameter will not work for everyone, as it specifies which authentication method is used and that can be different for different servers/providers (i.e. different setups may require different values)

16

For the Webcentral email service (e.g. syd1.mymailhosting.com), the following advanced parameter also works and may be a more a more secure authentication option, but it may not work for other hosting services:

–force-pop-auth SASL

1 Like