Spark for Mac

3.11. "Can't reach the server" Message

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 Mac (System Preferences > Network). 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.

Some organizations enable a firewall to prevent access to certain websites from their networks. Ask the administrator if the access to Spark (as the third-party email application) or Google (Spark uses its servers) is allowed. Alternatively, you can try to connect to a different network.

You can try to log into your email account via a browser. If your account fails to connect, there might be a temporary problem with the server of your email provider.

If the “Can’t reach the server” message appears frequently or prevents you from sending or receiving emails, please contact our support team.

Launch Spark, click Help at the top left of your screen and press Send Feedback

 

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. 

Spark automatically attaches a .zip file with the application logs to this email. We need the logs for our investigation. This file may contain some sensitive personal data, and we assure you we treat it as confidential information.

Note: If you have Detailed and Connection logs enabled, we can receive better details regarding your issue. To see if these logs are enabled, open Spark Preferences > General > Logging.

In your email, please specify the email address you have the 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 with sending messages.

Send the email, and our support team will get in touch to solve your problem.



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