The app terminates unexpectedly, stops responding or can no longer be opened
Troubleshooting the eclipso Mail Europe app
If the eclipso Mail Europe app closes unexpectedly, stops responding or cannot connect on your iPhone, iPad or Android device, work through the following steps in order. Menu names may vary slightly depending on the operating system version and device manufacturer.
The type of connection (Wi-Fi or mobile network) does not generally determine whether the app works. Nevertheless, first check that the internet connection is stable.1. Check the connection and server status
- Open any website in the device browser. If other websites also fail to load, the cause is probably the internet connection.
- Temporarily disable Wi-Fi and open the app over the mobile network. Then test the other way around.
- If Wi-Fi is affected, restart the device and, if necessary, the router. If the mobile network is affected, contact your provider.
- Check status.eclipso.de for a known outage or maintenance. If our servers are unavailable, try again after the work is complete.
- Make sure that the date, time and time zone are set automatically. A significantly incorrect device time can prevent secure connections and sign-ins.
2. Update and restart the app
- Install the latest version of the eclipso Mail Europe app from the App Store or Google Play Store.
- Close the app completely and open it again. Remove it from the list of recently used apps. Force-closing should only be used for troubleshooting, not as a regular way to receive push notifications.
- Restart the device. This often resolves temporary network, memory and background-service problems.
- Update iOS or Android as well. On Android, also update Android System WebView and, on older Android versions, the Chrome browser if necessary.
3. If the app does not start or freezes
iPhone or iPad (iOS/iPadOS)- Close the app completely and restart the device.
- Check under Settings > General > iPhone/iPad Storage that enough free storage is available.
- Reinstall the app if it still does not start. Back up any locally required data first. Deleting the app does not delete your emails and folders stored on the eclipso server.
Android- Open Settings > Apps > eclipso Mail Europe > Force stop and open the app again afterwards.
- Select Storage and cache > Clear cache. Only use Clear storage/data if you can sign in again and have your credentials available; this removes local app data and the sign-in.
- Check the available device storage. Very little free space can cause apps to crash or updates to fail.
- Reinstall the app if the previous steps do not help.
4. Push notifications do not arrive
In the eclipso Mail Europe app- Open the app settings and enable push notifications.
- Briefly disable the push switch, wait a few seconds and enable it again.
- In the webmail desktop version, open Settings > Smartphone app and check whether the device is still connected. Remove unused or old connections and sign in to the app again afterwards. Warning: Removing the last active connection automatically signs you out of the app.
iPhone or iPad- Open Settings > Notifications > eclipso Mail Europe and enable Allow Notifications. If required, also enable the Lock Screen, Notification Center, Banners and Sounds.
- Under Settings > Focus, check whether a Focus mode or Do Not Disturb is suppressing notifications.
- Under Settings > General > Background App Refresh, check that background refresh is allowed for the app.
- Temporarily disable Low Power Mode under Settings > Battery. Low Power Mode can restrict background activity.
- Under Settings > Cellular, check that the eclipso Mail Europe app is allowed to use mobile data.
Android- Open Settings > Notifications > App notifications > eclipso Mail Europe (or a similar menu) and enable notifications.
- Temporarily disable Do Not Disturb and check that notification categories and the app sound are enabled.
- Under Settings > Apps > eclipso Mail Europe > Mobile data, allow background data. Disable battery optimization for this app or select Unrestricted for battery usage.
- On Samsung, Xiaomi, Huawei and other manufacturer devices, enable autostart and allow background activity if necessary. The menu names depend on the manufacturer.
- Temporarily disable or uninstall task killers, cleaners and other optimization apps. They can stop background services and prevent push notifications.
- Temporarily disable battery saver and check whether a data-saver function is active.
5. The app logged me out unexpectedly
If you were unexpectedly logged out of the app, first sign in again with your eclipso email address and password. A logout can be caused by a deleted app connection, reinstallation, cleared app data or an expired or invalid session. A simple cache error is possible, but it is not the only cause.
- First check the internet connection and the device date, time and time zone.
- In the webmail desktop version, open Settings > Smartphone app and check whether the device is still connected to your account. If the connection was removed, sign in to the app again.
- If sign-in fails despite correct credentials, close the app and restart the device.
- On Android, under Settings > Apps > eclipso Mail Europe > Storage and cache, clear only the cache. On iOS, close the app, restart the device and check that enough storage is available.
- Only clear app data on Android or uninstall the app when you have your credentials and, if applicable, your second factor available. This removes the local sign-in.
- If you deleted the last active smartphone connection in the webmail desktop version, the app will be logged out. Simply sign in again afterwards to create a new connection.
6. Reinstall the app
If the app still crashes or does not receive push notifications, uninstall it and download it again from the official App Store or Google Play Store. Make sure that you have your password and, if applicable, your second factor available. Sign in again after installation and allow the requested notifications and permissions. Resetting the device to factory settings should only be considered as a last resort and is not necessary to repair a single app. Always create a complete backup first and contact the device manufacturer if needed.
7. If the problem continues
For support, note the device make and model, iOS/Android version, app version, time of the error, connection type and exact error message. Also describe which of the steps above you have already tried. Never send your password or a security code.
