What to do if you can’t get to email in your usual way

If you can no longer get your University of Kent email using your usual email software on your phone or PC, you can do one of the following to access your email:

Staff could be asked to complete an extra login step: see our guide to Multi-Factor Authentication.

Reasons for these changes

The email access methods that have stopped working no longer meet security requirements, and have been removed as part of a programme to enhance the cybersecurity of the University.

We had planned to make this change in a few weeks’ time and to contact all affected users in advance. However, due to events on Friday 21 May, we had to deploy this planned update without delay in order to protect the University.

For staff, Multi-Factor Authentication was introduced earlier this term because it significantly strengthens the security of your account. This may be the first time you’ve needed to use it.


20 responses to “What to do if you can’t get to email in your usual way

  1. I am trying to access through office 356 and gmail app it keeps giving me username and password error

  2. Hi Ryan, sorry to hear you are still having issues. Things to check/try…
    System fully up to date
    Software fully up to date
    Office is running the latest version
    Uninstall/reinstall Office
    Create a new user profile on macbook (my favourite)
    Please let us know how you get on or if you need further help.

    Kind wishes,

  3. We have now looked at the Gmail/Send As facility and can confirm this is no longer working and will not be turned back on. Whilst it may partially work on the gmail phone app this feature will be turned off by Microsoft some time soon as they no longer support basic authentication. We do fully appreciate that security is trumping convenience here, but protecting the University data and systems is the driving force behind this change.

  4. My mail on my Macbook air still isn’t connecting, even though I deleted it and recreated my exchange account. Is there something else I should be doing?

  5. Hi Sophie. Thanks. I can confirm that it is working via the gmail app, on my mobile, but what I want is to have access to the STMP office365 server via my browser, on the desktop, which it is not working anymore.

  6. I’ve asked a member of our IT support team to see if they can do some testing on this. I’ll let you know when they get back to me with their results.

  7. Well,,, it is worthless to have only one side working. :-/ so,, we are both in trouble. Not good at all.

  8. Thanks Ethan for the info. But Gmail only offers POP3.

  9. Thanks Sophie for the info. But we need to find a sustainable solution. I personally almost never use my mobile for emails; I spend enough time at my desk replying emails. So, I don’t want to keep checking my emails on the move. It is crucial to be able to have all the functionality on our desktop machines.

  10. If you have lost connection and are using a using a 3rd party app, try changing the authentication method to Oauth2.

  11. A colleague pointed out that you can quite easily add an Exchange account to your gmail app (so, phone only…). I did it and it works fine, but this cannot be reproduced on your standard in-browser gmail, at least not that I know of

  12. Wouldn’t be possible to set up an app password for apps which don’t support 2-Step Verification? My guess is that this this why we cannot use SMTP office365 server from within GMail …..

  13. Lucky you …
    I am getting Authentication failed. Please check your username/password.
    Server returned an error: “334 VXNlcm5hbWU6 334 UGFzc3dvcmQ6 535 5.7.3 Authentication unsuccessful [AM0PR02CA0202.eurprd02.prod.outlook.com] , code: 535”

  14. Adrian, the change is super frustrating as I also use GMail. Currently my SMPT works (outgoing emails) but my POP3 (incoming emails) doesn’t work.

  15. Thanks for your reply Sarah. I am not sure how to set it up on GMail. GMail is super common (like Adrian) and we should be able to set it up there. It is EXTREMELY important. Specially because we have emails from other institutes/platform. We have everything set up on GMail and it is a very good platform to do everything in one place. Would you please let me know how to do it? Thanks.

  16. I use GMail to deal with my emails. The “Send mail as:” feature of GMail allowing me to send emails is not working as it appears the use of the STMP office365 server is not possible anymore from within GMail. Any advice? Thanks

  17. You should be able to connect via Exchange if you delete and then re-add your account. Are you using the Outlook app or another app? POP and IMAP will stop working but exchange will work if your app isn’t older than 5 years. If all else fails, your phone, tablet or PC should let you visit https://outlook.office.com/ on your web browser and then save it as a bookmark – on a phone this will put it as in icon on your home screen. Hope that helps and all makes sense.

    You can use live chat or telephone our support desk if a quicker 2-way conversation will help! Go to https://www.kent.ac.uk/library-it/opening-hours-and-support

  18. I use POP3 to access my emails and it doesn’t work anymore. Would you please let me know what I should do?

  19. Does this render my ‘normal’ e mail account on my phone out of action and therefore need to access via outlook office going forward? At the moment I have access via the outlook office but cannot enter via the ‘exchange’.

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