Autodiscover Troubleshooting

Autodiscover is a convenient function supported by a wide range of email clients including Outlook, Mac Mail, Thunderbird, and many more. If it is functioning correctly, when you add an existing email account to your email client using the full email address as the username and the correct password, then your mail client will automatically detect the correct server settings for the email address. Often, if autodiscover is not successful, an email client will attempt to guess at correct server settings and will commonly use incorrect ones, such as not using the full email address as the username.

The following will provide troubleshooting steps to successfully take advantage of autodiscover. Please check the following sections to identify common issues and how to resolve them:

Username and Password

If your email client attempts to use autodiscover and returns a message indicating that a configuration was found at the email provider and you are still unable to log in, this means that autodiscover is working correctly and is a strong indicator that your username and password may be incorrect. Please ensure that the email address matches the one created in cPanel exactly. If you continue to experience issues, please attempt to change the email account's password using the following WalkMe link:

Note: Passwords are case sensitive and are also sensitive to blank characters. Copying and pasting a password can often include additional characters or spaces that may invalidate the password and it may help to ensure you are copying the password by hand, or pasting the password into a notepad to ensure that no extra characters or spaces are included. This is advisable both when creating the new password, and using it.

DNS Records

All HostGator Shared and Reseller servers automatically create the necessary SRV and CNAME records in your DNS zone, however, to take full advantage of this you would need to use your HostGator name servers. If you are using third party name servers to host your DNS remotely, and autodiscover is not able to find a configuration directly from the mail server, you may wish to consider changing your name servers to HostGator name server.

To use HostGator name servers:

  1. Use this guide to find your HostGator Name servers:
    Note: Customers on Reseller, VPS, or Dedicated servers may use private name servers that point to HostGator:
  2. Follow our guide for changing name servers, including directions for making this change at popular registrars:
    How Do I Change My DNS or Name Servers?
  3. Please allow 24 to 48 hours for propagation.

VPS / Dedicated Server Administrator Settings

If you are hosting on a VPS or Dedicated server, autodiscover may not be enabled. To enable autodiscover on a VPS or Dedicated server:

  1. Log into WHM as root.
  2. Under Server Configuration click Tweak Settings:

  3. Click on the Domains tab:

  4. Select On for both the Proxy Subdomains and Thunderbird and Outlook autodiscover and autoconfig support (enables proxy subdomain and SRV record creation) settings. Then select your preferred mail service(IMAP is recommended):

  5. Click Save at the bottom of the page.

Once again, you will also want to ensure that the domain for an email account experiencing issues is using your name servers to take advantage of this service. There may be between 4 and 8 hours of propagation before the new DNS records are fully functional.

SRV Records for Outlook Autodiscover Support

Microsoft Outlook®’s Autodiscover feature searches DNS for an SRV record which is set to cpanelemaildiscovery.cpanel.net by default in cPanel. System administrators can choose a different default host if they have an SSL-enabled host with an SSL certificate signed by a Certificate Authority. To set a custom SRV default record for Outlook autodiscover on a VPS or Dedicated Server:

  1. Log into WHM as root.
  2. Under Server Configuration click Tweak Settings:

  3. Click on the Domains tab:

  4. In the section for Host to publish in the SRV records for Outlook autodiscover support. section, select the radio button next to the text box and enter a Fully Qualified Domain Name for your autodiscover server:

  5. Click Save at the bottom of the page.
Please contact us via phone or Live Chat if you have any questions or require assistance.