If you see the "Prefetch Error" message next to your email account in Nimble, it means that we are unable to connect to your email account to sync messages. We've included steps below to troubleshoot and connect your email account to Nimble.
Common Causes of Prefetch Errors
- You recently changed your email account password and have not updated your login credentials in Nimble.
- You recently switched from login to 2-factor authentication for your email account and need to re-enter your credentials and/or generate an app password to access the account in Nimble.
- Your email login expired and you need to reauthorize by signing back in within your Nimble settings.
How to Fix for IMAP and Office 365 Email
If emails are still syncing properly from your connected email account to Nimble, a "prefetch error" message might sometimes appear for IMAP/Office 365 accounts when you have a vast amount of emails in your Inbox folder, and is not an issue. If you move some of these emails to your Archive folder, this message should disappear.
If you are using IMAP or Office 365 email and new messages are not syncing to Nimble, select "Refresh Network Connection" on the connected account in your Settings >> Networks & Imports page to try and reconnect.
If this does not work, select "Edit" to type in your username and password combination to reconnect.
If you are connected to the "IMAP" option and entered server details into Nimble when you connected the account, you may also need to verify with your IT admin or email provider that those details are still correct.
How to Fix for Gmail / G Suite Email
If you receive this message for Gmail / G Suite email, you will need to make sure that your Gmail account is configured to allow for IMAP connections in your Gmail settings. Check out this article from Google to learn more.
After verifying that both of these settings allow IMAP, reconnect your Gmail account in your Settings >> Networks & Imports.
1. Refresh your network connection.
Select the "Refresh Network Connection" option on your connected Gmail account in Settings >> Networks & Imports.
If this does not correct the issue, please take the following instructions:
2. Make sure IMAP is enabled in your mail settings.
In Gmail, go to Settings >> Forwarding and POP/IMAP. Under "Status" make sure that the box is marked for “IMAP is Enabled”.
3. Confirm your connection in the Nimble settings.
In Nimble, select the "Refresh Network Connection" again in your Settings >> Networks & Imports.
If the "Prefetch Error" persists, you may need to reconnect your Gmail account. To do this, select the "X" on the connected Gmail account then reconnect the account.
Please note - disconnecting the account will remove all synced emails from Nimble. These emails will still display in your Gmail account. When you reconnect, we will map the last 90 days worth of emails and move forward from that point.
If you have any questions, please write us at firstname.lastname@example.org, initiate a chat from this FAQ, or join one of our Nimble Onboarding and Best Practices sessions, held every weekday at 9 AM PT.