Are several users at your firm having issues synchronizing your Microsoft Email Inbox with MerusCase?

If so, it is likely that Microsoft has disabled the Basic Authentication protocol that MerusCase currently utilizes to verify your Microsoft account information and synchronize your mail folder.

The protocol is IMAP and this article will go over how to get it re-enabled.

Also, you can read this Microsoft Blog Article published by Microsoft that goes over the issue and how to fix it.

What is the issue?

In recent weeks Microsoft has begun rolling out updates disabling Basic Auth (IMAP) at the tenant level for a period of 12-48 hours on select tenants. They have advised that you can either wait for this period to end and it will be re-enabled automatically OR you can re-enable it using their self-service tools.

How do we fix it?

Only the Microsoft Administrator for the Microsoft Exchange account will have the privileges necessary to make the change. This will typically be the person who set up the Microsoft account or the firm’s IT consultant.

The Administrator should follow Microsoft’s instructions listed HERE under “Self-Service Re-Enablement” to re-enable IMAP.

After re-enabling IMAP, it typically takes up to 1 hour for the change to take effect, but it will affect all users. You will not know if the update has taken effect until you test it in MerusCase.

I have re-enabled IMAP now how do we test it?

1. From a MerusCase account, go to Tools & Settings > Email Setup.
2. Next to Password, select Set/Change and re-enter your Microsoft email password.
3. NOTE – If this screen has nothing on it go to Step 7
4. Click Verify
5. If Successful – Click Save and you should not be able to fetch your mail in your Inbox
   If you get an error – Go to next step
6. If you received an error, select the Delete option to remove your Email Setup information from the Incoming Email Account tab.
7. Refresh the page
8. Select Add New Inbound Email Account
9. Select Account Type = Exchange Online (Office 365)
10. Enter your User/Login (Email) and Password
11. Select Verify
12. If Successful – Click Save and you should not be able to fetch your mail in your Inbox
    If you get an error – Try again later, because it is likely IMAP is still in the process of being Enabled.

If some users are working and others are not it is likely the case that they are entering an incorrect Microsoft email password.

They can follow these instructions to verify their password:

1. Go to microsoft.com
2. Sign out (if already signed in)
3. Sign in by typing the password in manually to verify the password being used in MerusCase is correct.
   
   
   • If it is wrong - You can keep guessing the password until finding the correct one or reset the password and try using that in MerusCase
   • If it is correct and you successfully log in, try using that in MerusCase.
     
     

If your password is correct but it is still not working in MerusCase for you even though it is working for other users, it is possible your Office 365 Email Account is protected with an App Password and you should contact your Email Administrator to disable 2-factor authentication.