If you’re experiencing issues adding an Exchange or Office 365 account to Spark, please follow these steps.
Step 1. Make sure your account supports IMAP/SMTP or EWS protocol
Spark doesn’t support Exchange ActiveSync and POP3 protocols. You can contact the IT administrator at your organization to ask what protocol is used for your Exchange account. Alternatively, you can check if your account supports EWS by following these instructions.
If your account uses Exchange ActiveSync or POP3, please ask your administrator if it’s possible to change the protocol.
Step 2. Ask the administrator about the server version
Your Exchange server should have the 2007 Service Pack 1 or newer. If your server has an older version, please consider updating it and discuss this possibility with your network administrator.
Step 3. Check the network connection
Some organizations enable a firewall to prevent access to certain websites from their networks. Ask the administrator if access to Spark (as the third-party email application) or Google (Spark uses its servers) is allowed.
Alternatively, you can try to connect your Exchange or Office 365 account using a different network.
Sometimes employees are banned from logging into their work accounts outside the office. Ask your administrator if this is a restriction.
If you use a VPN, we can’t guarantee Spark will work properly. The quality of the performance via VPN solely relies on the servers of the VPN network. For this reason, we recommend you turn the VPN off.
Step 4. Contact our support team
If your account meets all the requirements, but it still fails to connect to Spark, we are happy to help you personally. Our developers need a test account on your server to help you as soon as possible.
Please set up a test email address (e.g., spark_test@XXX) on your email server or ask your IT administrator to do it. Our developers use this email address to investigate and fix your issue.
The test account mustn’t contain any personal information. We assure you this account will be used solely for testing purposes.
Follow the steps below to provide our support team with a test account.
If none of the steps described above have worked, we are happy to help you personally.
- Open Spark Settings.
- Select Support and click Send next to Diagnostics information.
- A new email window will appear. In the Subject: line, write "Cannot connect to Exchange/Office 365 account". We need this email subject to provide you with a quick, personal reply.
- In your message, write the email address you’re trying to log in to and attach a screenshot with the error message appearing when you try to add an account.
- Send an email, and our support team will get in touch to solve your problem.
If the email account you cannot connect is your first account you try to add, please use this guide:
- Open Finder.
- Hold Option key and press Go menu on the top of the screen.
- Select Library in the list of folders.
- Find and open Logs folder.
- There should be Spark Desktop folder that contains all the application logs. Please compress then into one archive.
- Send it to us in any convenient way. If it's going to be a separate email, please change the subject line to "Cannot connect to Exchange/Office 365 account".
- Open Spark Settings.
- Select Support and click Send next to Diagnostics information.
- A new email window will appear. In the Subject: line, write "Cannot connect to Exchange/Office 365 account". We need this email subject to provide you with a quick, personal reply.
- In your message, write the email address you’re trying to log in to and attach a screenshot with the error message appearing when you try to add an account.
- Send an email, and our support team will get in touch to solve your problem.
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If the email account you cannot connect is your first account you try to add, please use this guide:
Open C:\Users\USERNAME\AppData\Local\Spark Desktop (Beta)\logs > Archive the “logs” folder (using Winrar, for instance) > Send it to us in any convenient way > Change the subject line to "Cannot connect to Exchange/Office 365 account".
- Tap the menu icon
at the top left. - Open Settings > Support > Diagnostics > Send Diagnostics Information.
- A new email window will appear. In the Subject: line, write "Cannot connect to Exchange/Office 365 account". We need this email subject to provide you with a quick, personal reply.
- In your message, write the email address you’re trying to log in and attach a screenshot with the error message appearing when you try to add an account.
- Send the email, and our support team will get in touch to solve your problem.
In this case, please add any other email account to Spark at first. Then, try to add your primary account. If it fails to connect, contact our support team as described above.
- Tap the menu icon
at the top left. - Open Settings > Support > Diagnostics > Send Diagnostics Information.
- A new email window will appear. In the Subject: line, write "Cannot connect to Exchange/Office 365 account". We need this email subject to provide you with a quick, personal reply.
- In your message, write the email address you’re trying to log in and attach a screenshot with the error message appearing when you try to add an account.
- Send the email, and our support team will get in touch to solve your problem.
In this case, please add any other email account to Spark at first. Then, try to add your primary account. If it fails to connect, contact our support team as described above.
Spark automatically attaches a .zip file with the application logs to your email. We need the logs for our investigation. This file may contain some sensitive personal data, and we assure you we’ll treat it as confidential information.