Error: "Cannot Select Mailbox: INBOX" in LiveAgent
This article explains the "Cannot select mailbox: INBOX" error that may appear in LiveAgent when fetching emails from a connected mail account, and provides recommended troubleshooting steps to resolve it.
Understanding the Error
Although the error message may seem critical, it typically does not indicate a problem with your LiveAgent configuration or credentials. Authentication with the mail server usually succeeds, but the subsequent attempt to open (select) the INBOX folder fails.
This behavior is most commonly associated with Exchange Online (Microsoft 365 / Office 365) mailboxes and points to a transient mailbox disconnection on the mail server side — meaning the issue originates with the mail server, not with LiveAgent itself.
Common Causes
- A temporary mailbox disconnection or instability on the Exchange Online / mail server side.
- Brief service interruptions on Microsoft's infrastructure that prevent an IMAP session from being fully established after authentication.
- Transient network or server-side issues affecting the IMAP connection between LiveAgent and your mail server.
Recommended Troubleshooting Steps
Step 1: Check Your Mail Server Status
Since this error typically originates on the mail server side, start by verifying whether there are any known issues with your mail server:
- For Microsoft 365 / Exchange Online users, check the Microsoft 365 Service Status page for any active incidents or degraded services.
- For other mail providers, consult your provider's status page or system dashboard.
Step 2: Wait and Retry
Because this is most often a transient (temporary) issue, it may resolve itself automatically. Wait a few minutes and check whether LiveAgent is able to fetch emails again without any further action.
Step 3: Reconnect the Mail Account in LiveAgent
If the error persists, try reconnecting the affected email account in LiveAgent to re-establish the IMAP session:
- Navigate to Configuration > Email > Incoming Mail Accounts.
- Locate the affected email account and open its settings.
- Try to resume/reconnect it.
- Verify that LiveAgent can now successfully fetch emails.
Important Notes
This error does not necessarily mean your password or authentication token is invalid — authentication typically succeeds before this error occurs.
If you are using Exchange Online, ensure that IMAP access is enabled for your mailbox. IMAP may be disabled by default on some Microsoft 365 accounts. An administrator can enable it via the Microsoft 365 Admin Center or Exchange Admin Center.
Repeated or persistent occurrences of this error may indicate an ongoing issue with your mail server that requires attention from your email administrator.
Still Experiencing the Issue?
If the problem continues after following the steps above, please contact LiveAgent Support for further assistance. When reaching out, include any relevant error logs or timestamps to help the support team investigate more effectively.
``` Troubleshooting the "Cannot Select Mailbox: INBOX" Error When Fetching Emails in LiveAgent