Are you having an issue with your emails not sending? The biggest culprit in that situation is the need for an app password. Google and Microsoft require app passwords to send email from 3rd party programs, like Cloud 9. If you enter your regular email account password in Cloud 9, you won't be able to send emails. Also, if your regular email account password is changed, your app password will expire and you will no longer be able to send emails.
This article will guide you through creating an app password, or creating a new app password to enter into Cloud 9 to be able to send emails again successfully.
Before you begin, you will need to have a Google or Microsoft 365 email account that you are using, or want to use within Cloud 9.
Gmail or Google Workspace Accounts:
If you have already created an app password in your Google account and need to create a new one because either it expired, or you changed the regular account password, the easiest way to get to the app password screen is to make sure you're logged into the Google account and simple go to https://myaccount.google.com/apppasswords. From there, you can simply enter a name (most offices use something like "Cloud 9" or similar and click "create.
If you have not created an app password previously, you will need to first turn on 2-step verification.
In the upper-right corner, click on your email’s icon and select Manage your Google Account.
In the upper-left corner, click on Security.
Scroll down to Signing in to Google and click 2-Step Verification. This process will not require you to change your Google account password.
Enter your Google account password.
Enter the phone number you want to use with this account and select either Text message or Phone call. This will be the way you’ll get verification codes from Google. Follow the prompts.
Once 2-Step Verification is turned-on, you can click the back arrow to return to your Google account Security settings.
From here, you can go to https://myaccount.google.com/apppasswords and follow the steps above to create the app password.
Once that's done, you will want to copy the app password that is displayed and you're ready to move on.
Now, in Cloud 9, go to Edit > Practice Information > E-Mail Server to insert the new App Password. This Allows Cloud 9 to bypass the verification code prompt when it is sending emails on your behalf.
Emails still won’t send?
If you are unable send emails, your email settings may have also been setup in a different location in Cloud 9. The same steps above apply, so be sure to check these areas:
Edit > Setup > Locations > E-Mail Server, or
Edit > Setup > Employee > E-Mail Server
If you are still unable to send email after these steps, Customer Care is here to support you. Please reach out and we'd be happy to assist.
Microsoft 365:
Microsoft 365 accounts are a bit trickier. You'll most likely want to reach out to your email administrator or local IT to generate an app password for your email account and then you can paste it into Cloud 9 using the same steps above. If you administer your own Microsoft 365 account, here is a link with instructions from Microsoft on creating app passwords. https://support.microsoft.com/en-us/account-billing/manage-app-passwords-for-two-step-verification-d6dc8c6d-4bf7-4851-ad95-6d07799387e9
The Microsoft page does include this Note. Be aware that with the incorrect type of account, you will be unable to create the App Specific Password.
If you do have the correct type of account, and can create the App Specific Password, you would paste it into Cloud 9 as shown above.
As always, if you have any further questions please do not hesitate to reach out to Cloud 9 Support by emailing us at cloud9support@planetdds.com, or chatting us online using the chat bubble on the lower right at https://cloud9support.planetdds.com/hc/en-us, or giving us a call during our business hours of 8:00 AM EST to 8:00 PM EST at the 1.800.394.6050 option 2.