The pop-up message, “Can’t reach the server,” appears in Spark when it fails to access the mail server. This is usually a temporary issue.
- Please check the network connection on your device. If you use a VPN, we can’t guarantee Spark will work properly. The quality of the performance via a VPN depends solely on the VPN network's servers. For this reason, we recommend you turn the VPN off.
- Some organizations configure firewalls to prevent access to certain websites from their networks. Ask the administrator whether access to Spark (the third-party email application) or to Google (which Spark uses) is allowed. Alternatively, you can try to connect to a different network.
- You can try to log in to your email account via a browser. If your account fails to connect, there might be a temporary issue with your email provider's server.
- If the “Can’t reach the server” message appears frequently or prevents you from sending or receiving emails, please contact our support team.
Here are the instructions for Mac:
- Open Spark Settings.
- Select Support > Send Diagnostics Information.
- A new email window will appear. In the Subject: line, write “Can’t reach the server for my account.” We need this email subject to provide you with a quick, personal reply.
- In your email, please specify the email address you have an issue with. This email address is displayed in the “Can’t reach the server” message. Please describe what happens when you see this message. For example, you can’t get new emails or have problems sending messages.
- Send the email, and our support team will get in touch to solve your problem.
Tip: If you have Detailed and Connection logs enabled, we can provide more details about your issue. To see if these logs are enabled, open Settings > Support > Logging.
Here are the instructions for Windows:
- Open Spark Settings.
- Select Support > Send Diagnostics Information.
- A new email window will appear. In the Subject: line, write “Can’t reach the server for my account.” We need this email subject to provide you with a quick, personal reply.
- In your email, please specify the email address you have an issue with. This email address is displayed in the “Can’t reach the server” message. Please describe what happens when you see this message. For example, you can’t get new emails or have problems sending messages.
- Send the email, and our support team will get in touch to solve your problem.
Tip: If you have Detailed and Connection logs enabled, we can provide more details about your issue. To see if these logs are enabled, open Settings > Support > Logging.
Here are the instructions for Android:
- In Spark, tap the menu icon
at the top left. - Select Settings > Support > Diagnostics.
- Select Send Diagnostics Information.
- A new email window will appear. In the Subject: line, write “Can’t reach the server for my account.” We need this email subject to provide you with a quick, personal reply.
- In your email, please specify the email address you have an issue with. This email address displays in the “Can’t reach the server” message. Please describe what happens when you see this message. For example, you can’t get new emails or have problems sending messages.
- Send the email, and our support team will get in touch to solve your problem.
Tip: If you have Detailed and Connection logs enabled, we can provide more details about your issue. To see if these logs are enabled, open Settings > Support > Diagnostics.
Here are the instructions for iOS:
- In Spark, tap the menu icon
at the top left. - Select Settings > Support > Diagnostics.
- Select Send Diagnostics Information.
- A new email window will appear. In the Subject: line, write “Can’t reach the server for my account.” We need this email subject to provide you with a quick, personal reply.
- In your email, please specify the email address you have an issue with. This email address displays in the “Can’t reach the server” message. Please describe what happens when you see this message. For example, you can’t get new emails or have problems sending messages.
- Send the email, and our support team will get in touch to solve your problem.
Tip: If you have Detailed and Connection logs enabled, we can provide more details about your issue. To see if these logs are enabled, open Settings > Support > Diagnostics.
Spark automatically attaches a .zip file with the application logs to your email. They are used only for our investigation. This file may contain sensitive personal data, but we assure you that we treat it as confidential information. You can learn more in our Privacy Policy.