Connection appears to be working, but we cannot get a valid count of emails.

When setting up an email connection from Hesk to your Microsoft 365 (Office 365) email account, you may see this error message when testing the connection:

This problem usually occurs when you grant OAuth permissions for one account (for example, helpdesk@example.com) while you are logged in to another Microsoft account (for example, administrator@example.com).

Please try following these steps precisely:

1. Open Hesk in a private (incognito) browser window to make sure you are not logged in anywhere
   
   
2. Go to Hesk Tools > OAuth Providers
   
   
3. Click the "Edit" icon for your OAuth provider and double-check the details (remember that the Client Secret has an expiration date)
   
   
4. Click "Save" and you will be redirected to Microsoft
   
   
5. Make 100% sure you log in to Microsoft with the email account you want to connect to Hesk (helpdesk@example.com)
    
6. When you get back to Hesk, go to Settings> Email
   
   
7. Make sure SMTP port is set to 587 and Encryption to TLS; setting encryption to "None" might show a successful connection, but it will not actually work when sending emails when using Microsoft 365
   
   
8. Make sure IMAP port is set to 993 and Encryption to SSL. If you are using POP3, the POP3 port should be 995 and TLS Protocol ON,
   
   
9. Test the SMTP and IMAP/POP3 connections
   
   
10. If everything works normally now, save changes