Why is my EEI Unable to Connect After Changing Email Domains or Aliases?

Overview

Connection issues with the EEI system may occur after an email domain change or when using an alias. This article outlines common causes and steps to resolve the problem.

Error message "Username may be incorrect"

The email domain was changed from test@testlogistics.com to test@testtransport.com. After attempting to connect to EEI using the new email, the message "Username may be incorrect" appears. Possible causes include the following:

• Email Alias Configuration
  If test@testtransport.com is configured as an alias of test@testlogistics.com, EEI may not authenticate the alias correctly. Use the original email address (test@testlogistics.com) to connect to EEI, especially if the alias was configured by IT.

• Authentication Mismatch
  EEI requires authentication using the exact credentials linked to the email address being connected. Confirm that the Outlook login credentials match the email address being used. If access to Outlook is through test@testlogistics.com, those same credentials must be used to connect to EEI.

Recommended Next Steps

Step 1: Confirm Primary Email Address

Check with IT to determine whether test@testtransport.com is a primary email or an alias. If it's an alias, use test@testlogistics.com for EEI authentication.

Step 2: Use Matching Login Credentials

Connect to EEI using the credentials associated with the primary email address.

Step 3: Verify Shared Mailbox Setup

If a shared mailbox is in use, ensure IT is informed. Shared mailboxes may require specific configurations that can block connections when using an alias.