This guide addresses common issues and provides solutions for using the Eclipse Webmail portal.
1. Cannot Access Eclipse Webmail Login Page
Symptoms
-
The browser cannot load the page
-
“Site cannot be reached” or similar error
Fixes
| Cause | Solution |
|---|---|
| Wrong address used | Always use: https://webmail.eclipse1.co.uk |
| HTTPS is blocked by the local firewall | Ensure secure ports are allowed (443) |
| Browser security issue | Refresh or try another browser |
| DNS issue with the domain email | Still use the above login URL — does not rely on email domain DNS |
Tip: Do not use /webmail With your domain, Eclipse Webmail requires the full URL above.
2. Login Issues (Authentication Failed)
Symptoms
-
The login screen refreshes, but doesn’t log in
-
“Username/Password incorrect”
Fixes
-
Username must be a full email address, e.g.
name@yourdomain.co.uk -
Reset the email password via cPanel → Email Accounts → Manage.
-
Remove any spaces when copying/pasting passwords
-
Ensure Caps Lock is off
3. Mailbox Full / Over Quota
Symptoms
-
Cannot receive or send email
-
Bounce messages saying the mailbox is full
Fixes
-
Delete unwanted mail (especially with large attachments)
-
Empty Trash and Junk folders
-
Increase mailbox quota in:
cPanel → Email Accounts → Manage → Storage
4. Missing Emails or Folders
Symptoms
-
Some folders do not appear
-
Sent items don’t show up
Fixes
-
Subscribe to folders
Eclipse Webmail → Settings → Folders → Enable required folders -
Ensure IMAP is used if also accessing via Outlook/Mobile
-
Disable POP3 clients if pulling emails off the server
5. Interface Not Loading Correctly
Symptoms
-
The screen appears blank or broken
-
Buttons unresponsive
Fixes
-
Clear browser cache & cookies and reload
-
Disable browser extensions (ad blockers, privacy tools)
-
Try a different modern browser (Chrome / Edge / Firefox)
6. Unable to Send Emails
Symptoms
-
Emails stay in Drafts or fail to send
Fixes
-
Check mailbox quota — cannot send if full
-
Remove large attachments (size limit varies by host)
-
Confirm From address is your configured mailbox
(Settings → Identities) -
Contact support if sending limits are exceeded or the IP is blocked
7. Spam Filtering Problems
Symptoms
-
Emails are going to Junk
-
Important messages missing
Fixes
-
Mark messages correctly: “Not Spam” / “Move to Inbox”
-
Ask hosting to review spam filtering if ongoing issues