Troubleshooting

Common problems and how to resolve them yourself. If none of these help, contact your administrator or the grommunio community.

Signing in

If you cannot sign in to grommunio Web:

• Double-check that you are using your full e-mail address as the username, and that Caps Lock is off.
• Confirm the server address in your browser's address bar matches the one your administrator gave you.
• If you recently changed your password, make sure connected apps and mobile devices use the new one.
• Still stuck? Your account may be locked or disabled — ask your administrator.

The web interface looks broken or out of date

After an update, the browser may still be using cached files:

• Reload the page bypassing the cache: Ctrl+Shift+R (Windows/Linux) or Cmd+Shift+R (macOS).
• If problems persist, clear your browser's cache for the grommunio site, or try a private/incognito window to rule out an extension.
• Use a current version of a mainstream browser (Edge, Chrome, Firefox or Safari).

A message I expected did not arrive

• Check the Junk folder — the message may have been filtered as spam; mark it Not Junk to train the filter and move it back.
• Check your message rules (Settings → Rules) in case a rule moved or deleted the message.
• Ask the sender whether they received a non-delivery report. If so, share its text with your administrator.

Mobile devices (Exchange ActiveSync)

If synchronization problems with your mobile device persist and a normal resync did not help, reset the device's connection:

1. Remove the grommunio account from the mobile device.
2. In grommunio Web, go to Settings → Mobile Devices and remove the device(s).
3. Wait at least fifteen minutes.
4. Recreate the account on the mobile device.

This clears the server-side sync state so the device starts a clean synchronization.