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Clearbox troubleshooting guide

Overview​

While Clearbox is designed for maximum reliability, you may occasionally encounter issues with sending or receiving messages. This guide provides clear, non-technical solutions to the most common problems.

If you cannot resolve an issue using the steps below, our support engineers are available 24/7 to step in and fix it for you.

1. I am not receiving emails​

If people are sending you mail but it isn't appearing in your inbox, the cause is usually a connection setting between your domain and our servers.

  • Connection Wait Time (Propagation): If you recently set up your suite or changed your domain settings, it can take a few minutes (and occasionally up to an hour) for the global internet to recognize the change.
  • Check Your Suite Status: Visit your Clearbox Dashboard. If your suite status is not green/healthy, follow the "Verify Domain" prompts.
  • Dotsync Check: If your domain is managed by Dotsync, ensure that MX records are correct.
  • Storage Limits: If your mailbox is completely full, new emails will be "returned to sender." Check your storage usage on the dashboard.

2. I cannot send emails​

If your emails are failing to send or are being flagged as spam by your recipients, check the following:

  • Security Signatures (SPF & DKIM): These are digital "stamps of authenticity" that prove an email actually came from you. If these aren't set up correctly in your dashboard, other mail providers (like Gmail or Outlook) may block your messages.
  • Outgoing Settings: If you are using an app like Outlook or the Gmail mobile app, ensure your "Outgoing Server" (SMTP) is set to clearbox.alfrolia.com and that you have enabled "Authentication" (signing in to send).
  • Internet Connection: Verify that your device has a stable internet connection. Sometimes a weak signal can prevent a message from leaving your "Outbox."

3. I am having trouble logging in​

Security is a priority for Clearbox, which can sometimes lead to login "lockouts" if credentials aren't exact.

  • Username Verification: Ensure you are entering your full email address (e.g., john@example.com) as your username, not just "john."
  • Password Recovery: If you have forgotten your password, use the "Forgot Password" link on the login page to begin a secure recovery.
  • Account Status: If you are an employee, your company administrator may have "Suspended" your account for security or maintenance. Contact your manager to verify your account status.

4. Performance & Storage Issues​

If your Clearbox app feels slow or you are running out of space:

  • Mailbox Quotas: Every suite has a "Storage Limit." If you are nearing 100% capacity, your app may feel sluggish. We recommend deleting large attachments or emptying your "Trash" and "Spam" folders.
  • Archiving: If you need to keep your emails but want to clear space, you can move old messages to an "Archive" folder. Check your "Retention Policies" in the settings to see how long deleted items are kept before being permanently erased.

Contacting Support​

If the steps above do not solve your problem, please contact us. To help us fix the issue faster, try to provide the following "Logs":

  1. The Recipient’s Email: Who were you trying to message?
  2. The Timestamp: Exactly what time did the error occur?
  3. The Error Message: If you saw a specific warning or "Bounce-back" email, please copy and paste the text into your support chat.