Common problems

The phone can't find the server

With your company's domain, the automatic setup depends on two addresses of the domain, autodiscover and autoconfig, created just once. If they are not ready yet, email keeps working and you can set up the phone by entering the details by hand.

Updated November 2026 All common problems Manuals Support
On this page
  1. What you see
  2. Why it happens
  3. What to do
  4. When to contact support

What you see

You enter your email address and password, but your phone (or Outlook on your computer) says it couldn't set up the account automatically.

Why it happens

For @lua.email addresses, the automatic setup already works. With your company's domain, the phone (Android with an Exchange account, Gmail or Samsung) and email programs look for the domain's autodiscover and autoconfig addresses. When they are ready, the device finds the server on its own, with just the email address and password, and this applies to all mailboxes and all devices. While they are not ready, the phone cannot set itself up automatically, but email keeps working.

If the domain uses DNS at another provider, whoever manages it needs to create two A records, with the value the panel shows. With DNS at Edgium, the panel creates everything on its own. Outlook on the computer also uses the _autodiscover._tcp SRV record.

If the domain came from another provider, such as Microsoft 365 or Google Workspace, and the old record is still there, your phone tries to sign in to the previous provider and the password is rejected.

What to do

  1. First, check the automatic setup: ask whoever manages your company's email to open Authentication → Validate DNS in the panel and look at the Autodiscover (automatic setup) card, with the Automatic email setup block. In Domain health an alert line appears until it is ready. With Completed, try adding the account again. With Waiting for DNS or Activating, the device cannot find the server on its own yet. Meanwhile, email keeps working and you can enter the server by hand, as below.
  2. Exchange account (recommended): choose the Exchange account type and enter your full email address (ana@navarra.com.br) and your webmail password. Leave the Domain field blank. In the server field, enter sync.lua.email, with port 443 and SSL/TLS if your phone asks for them.
  3. Regular email account (IMAP), if you only want email: incoming server mail.lua.email, port 993, with SSL/TLS; outgoing server mail.lua.email, port 587, with STARTTLS. The username is your full email address and the password is your app password. Turn on authentication for the outgoing server, with the same username and password.
  4. If the block shows an error, it has the Open a ticket button, which whoever manages the email uses to ask our team for help. The details are in Automatic email setup, in the admin panel manual and in Autodiscover in the domain's DNS, in the webmail manual, in sections written for administrators.

When to contact support

Contact our team if:

  • you entered the details by hand and your phone still can't connect;
  • your phone shows a password error. First, see Your password is rejected.

To speed things up, include your email address (never your password), what you tried, the exact error message and the approximate date and time. See the channels on Support.

See also