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Troubleshooting Email Import

If emails are not being imported as expected, there are several common causes and straightforward steps to diagnose and fix them.

Emails Are Not Being Imported At All

Check 1: Connection status

  1. Go to Administration > Mail Accounts
  2. Check whether the account shows a connection error
  3. Click Test connection to verify Essal Office can reach the mailbox

If the test fails, verify the IMAP server, port, username, and password. Confirm that IMAP access is enabled in your email provider's settings.

Check 2: App password requirement

Some email providers require app-specific passwords when 2FA is enabled. If you recently enabled 2FA on the mailbox account, generate a new app password and update it in the mail account settings.

Check 3: Import schedule

Essal Office checks the inbox on a schedule (e.g. every few minutes). If you just configured the account, wait a few minutes or trigger a manual import check.

Emails Are Imported but Without Metadata

If documents appear but have no correspondent, type, or tags, mail rules are either not configured or not matching.

  1. Go to Administration > Mail Rules
  2. Review each rule's conditions — check that the From address or Subject pattern matches the incoming emails exactly
  3. Test with a simple From contains rule using the sender's domain
  4. Trigger a manual import after updating rules to test with a new message

Only Some Attachments Are Imported

  • Verify the attachment format is supported (PDF, common image types, Office formats)
  • Emails with inline images embedded in the HTML body are not attachments — the sender should attach the file as a proper document
  • Very large attachments may fail — check the task queue for processing errors

Emails Are Imported but Documents Are Duplicated

If the same document import more than once: - Check whether the email is remaining unread after import — if the "mark as read" or "move to folder" action is not configured, Essal Office may re-process the same email - Ensure the mail rule has an action that marks the email as read or moves it after processing

Checking the Import Log

  1. Go to Administration > Tasks (or the task queue)
  2. Look for tasks related to email import
  3. Failed or errored tasks will show an error message — this usually identifies the exact problem (connection timeout, invalid credentials, unsupported file type, etc.)

Contacting Support

If you have checked all of the above and import is still not working, contact Essal Office support with the following information: - The error message shown in the task log - Whether the test connection succeeds or fails - The email provider in use (Google Workspace, Microsoft 365, etc.)