Why is the Basic Auth for email not working?
To align with Microsoft's decision to disable Basic SMTP Authentication, a move designed to strengthen user security, Cloud 9 has updated its email functionality to ensure uninterrupted email sending capabilities as this industry standard takes effect. If your practice can still use the Basic Authentication, these articles cover Basic Authentication: Generating an app password for Gmail and Microsoft 365 accounts and Unable to Send Emails in Cloud 9 - Troubleshooting Steps for Basic Authentication
Here is a link to a detailed article from Microsoft with further information on the why and when: Microsoft Article
Overview
Cloud 9 supports Microsoft OAuth2 as an SMTP authentication type for practices using Microsoft 365 email. Unlike standard username/password authentication, OAuth2 requires further credentials that are generated inside your organization's Microsoft Azure portal. Note: These credentials must be generated by your IT administrator or Microsoft 365 administrator. Cloud 9 Support cannot do this on your behalf.
Who Does What?
Cloud 9 Support is responsible for:
- Explaining which fields need to be filled in
- Confirming the correct SMTP Auth Type is selected (Microsoft OAuth2)
- Troubleshooting Cloud 9-side configuration after credentials are entered
Your IT Administrator is responsible for :
- Registering an application in Microsoft Azure Active Directory (Entra ID)
- Generating the Tenant ID, Client ID, Client Secret, Scope, and Authority Values
- Granting the required API permissions in Azure
- Providing the completed credentials to the practice for entry into Cloud 9
Required Fields
The following fields must be completed in Cloud 9 under Practice Information > E-Mail Server when using Microsoft OAuth2:
**It is important to note that Microsoft restricts Azure app registration to certain account types. If your IT administrator is unable to register an app or generate these credentials, they should contact Microsoft support to verify your organization's account eligibility.
Resources to Share with Your IT Team
If your IT administrator needs guidance on generating these credentials, the following Microsoft resources may be helpful:
OAuth 2.0 and OIDC authentication flow in the Microsoft identity platform
Authenticate an IMAP, POP or SMTP connection using OAuth
Note: Cloud 9 Support does not provide step-by-step Azure configuration assistance. Please direct all Azure-related questions to your IT team or Microsoft support.
Next Steps
- Direct the practice to their IT administrator to generate the required OAuth2 credentials. Just like in the basic authentication setup, the SMTP Server Host is smtp.office365.com and the SMTP Server Port is 587. Be sure to select the option SMTP Server Requires SSL, and to fill in the other fields as well.
- Share the Microsoft resource links above with the practice to provide to their IT team.
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Once the IT team has generated the necessary values, they can then enter them into the corresponding fields under Practice Information > E-Mail Server Tab:
4. If needed, offices can contact Support to confirm that the configuration is complete and to test connectivity if needed.
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.