# locked out

Trouble accessing email might be caused by

- Wrong username / password.
- Locked user in Zimbra - too many tries with wrong password (not IP based).
- IP block on Zimbra - too many tries with wrong password (IP based).
- IP block for the whole I-MATH infrastructure - too many tries with wrong password (IP based).

To track down the problem:

1. Open [https://mail.math.uzh.ch](https://mail.math.uzh.ch) - log in with your I-MATH account. For the most user, the I-MATH account is identicallly to the UZH shortname. 
    - Success: continue
    - Fail: 
        - Does the website load correctly but shows an error 'Wrong password'? 
            - Sync/set your password under [https://math.uzh.ch/account](https://math.uzh.ch/account) - Warning: if your I-MATH is different from UZH shortname, ALWAYS use the I-MATH account!
            - Still problems: contact [Support](https://math.uzh.ch/support) - your account might be locked on Zimbra.
        - Does the website timed out? Your IP is banned, contact [Support](https://math.uzh.ch/support). Best together with a screenshot of your IP address [https://www.whatismyip.com/](https://www.whatismyip.com/)
2. In case your email program (Thunderbird, Apple Mail, ...) has a problem: 
    - Typically the password is saved separately for sending (SMTP) and for receiving (IMAP). Change both!
    - Switch off the WLAN on all of your devices but one - start with that one.
    - Start your email program and send a mail from your I-MATH account to your I-MATH account. 
        - Wrong password: set the password again in your mail programm. **Important:** If you use Apple, reboot your device after changing the passwords! Apple Mail is known to still use the old password.
        - Still wrong password? Check if (1) is still fine - if yes, your account is fine (not locked), the problem has to be in the Mail configuration.
3. Repeat step 2 with all of your devices.