Gmail and Lansweeper work well together, but recent Google security changes have created sudden, silent failures in email delivery. These failures can disrupt helpdesk workflows, delay alerts, and leave IT teams scrambling for answers. The good news: the fix is simple once you know what Google now expects.
What is going on
Many customers notice that Lansweeper stops sending or receiving Gmail‑based helpdesk or alert emails after Google enforces a new security policy. Even with two‑factor authentication enabled and an app password configured, email delivery can still fail. These failures often appear without warning and can affect incoming mail, outgoing mail, or both.
Google no longer permits applications like Lansweeper to authenticate with your normal Gmail password. Two‑factor authentication plus an app password is now required.
However, Google also isolates authentication contexts. If you reuse a single Gmail app password across multiple Lansweeper functions—such as helpdesk incoming mail, helpdesk outgoing mail, or alerting—Google may block the connections. Lansweeper depends on stable IMAP and SMTP authentication, so mismatched or reused app passwords can cause Gmail to reject the requests.
In addition, Lansweeper relies on correct email server configuration. Incorrect username, password, or server details will cause failed connection checks in the E‑mail Settings screen.
How can I fix this
Follow these steps to restore reliable Gmail‑based email in Lansweeper:
- Generate separate Gmail app passwords
Google allows multiple app passwords, each with its own label. Create a unique one for each Lansweeper function:
- One password for helpdesk incoming mail
- One password for helpdesk outgoing mail
- One password for alert emails, if used
You can generate new app passwords from the Google Security page under App passwords. Choose “Other (Custom name)” and name each password clearly (e.g., “Lansweeper‑Helpdesk‑Incoming”).
- Update Lansweeper's email settings
- Go to Configuration > E‑mail Settings or Configuration > E‑mail Alerts in Lansweeper.
- Select the Gmail standard configuration.
- Enter your Gmail address in the User field.
- Replace any old or shared password with the newly generated, dedicated app password for that specific function.
- Verify incoming/outgoing server checks
In the E‑mail Settings screen, make sure both the incoming and outgoing status checks turn green. Red checks indicate incorrect credentials, server settings, or firewall blocks.
- Confirm correct IMAP folder configuration
If incoming tickets fail to import, confirm your Inbox, Archive, and Ignored folders are properly specified. Lansweeper only imports messages in the configured Inbox folder(s).
By assigning separate app passwords and revisiting your configuration settings, you align Lansweeper with Google’s stricter security posture. These small adjustments restore stable email delivery and keep your helpdesk and alerts running smoothly.
