Emails disappear and reappear in different folders

Problem reported by lmoody - 9/2/2015 at 7:42 AM

Submitted

I have a client who's Emails disappear and reappear in different folders.
For example Email is listed in the inbox, click to open it may open or say that it does not exist on the server. Close the email popup and the email no longer shows in the inbox. Search each folder because it may be in the deleted folder or in the junk folder. Open it from that folder, read it, close it, then click to open and it disappears again. This is causing quite the headache since there is no consistency to what is happening.

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Employee Replied

9/2/2015 at 9:00 AM

Employee Post

Imoody, I would recommend that you open a support ticket for this issue. That is definitely odd behavior. Can you verify that that user does not have any other software/email client accessing the account?

lmoody Replied

9/2/2015 at 9:12 AM

Thank you for the reply.
I have opened a ticket for this. I will Verify the Email Client access.

lmoody Replied

9/4/2015 at 4:36 PM

Tech support was very helpful. It seems that this behavior was caused by the end user using the zoom feature of the web browser. This is a little known bug and not something that development is going to fix at this time.

Paul Blank Replied

9/6/2015 at 9:10 AM

Wow

Employee Replied

9/8/2015 at 9:13 AM

Employee Post

Just to provide some clarity to Imoody's last post:

This is a little known bug and not something that development is going to fix at this time.

When the SmarterMail interface was first designed many iterations ago, zooming was not an option. Most of the interface layout uses fixed positioning, etc. To change this behavior requires a significant overhaul and redesign of the current interface. The development team and management realize the current limitations our interface. As such, we will be making changes to the interface over the next few releases of SmarterMail (along with changes to the other SmarterTools products). The specifics for what interface features (for example, zoom handling) will be changed and in what new version has not been fully detailed out yet. This is the reasoning behind Imoody's comment that "this is a little known bug and not something that development is going to fix at this time."

Curtis Kropar www.HawaiianHope.org Replied

9/9/2015 at 2:12 AM

I am curious how a zoom action would trigger an email to migrate to a different email box ?

is an internal procedure (DLL call ) possibly named the same thing ?

Also, what browser is that, or does it happen with any browser and zoom ?

www.HawaiianHope.org - Providing technology services to non profit organizations, low income families, homeless shelters, clean and sober houses and prisoner reentry programs. Since 2015, We have refurbished over 11,000 Computers !

Bruce Barnes Replied

9/9/2015 at 4:34 AM

Fixed positions do not "move" as the screen is zoomed on smart devices or in zoomed browsers. Therefore, what is a valid function or command in a non-zoomed screen becomes a completely different instruction when the screen is zoomed. Basically old coding meets new technology, requiring a rewrite of the interface.

Bruce Barnes ChicagoNetTech Inc brucecnt@comcast.net Phonr: (773) 491-9019 Phone: (224) 444-0169 E-Mail and DNS Security Specialist Network Security Specialist Customer Service Portal: https://portal.chicagonettech.com Website: https://www.ChicagoNetTech.com Security Blog: http://networkbastion.blogspot.com/ Web and E-Mail Hosting, E-Mail Security and Consulting

Paul Blank Replied

9/9/2015 at 5:36 AM

Completely understood how this could happen. Nonetheless, it should be a priority to fix the issue, as the zoom function will undoubtedly be used more often as time goes by.

Bruce Barnes Replied

9/9/2015 at 7:04 AM

As Robert Emmet said, "As such, we will be making changes to the interface over the next few releases of SmarterMail (along with changes to the other SmarterTools products). The specifics for what interface features (for example, zoom handling) will be changed and in what new version has not been fully detailed out yet."

- it won't be immediate, but over the "next few releases."

lmoody Replied

9/9/2015 at 8:15 AM

The user accesses the web interface using Chrome. The emails move from one folder to the next. From inbox to deleted, from deleted to junk, You could never tell where the email was gong to show up.

After spending more time than I should have to find a resolution to the issue I posted this hoping it might help the next person. Unfortunately that was the last of my free support tickets.

Paul Blank Replied

9/9/2015 at 9:21 AM

The ticket should perhaps be refunded, as it appears to be a known issue. You should ask for this.

Employee Replied

9/9/2015 at 9:43 AM

Employee Post

I'm showing that this ticket has already been refunded since it is a known bug.

Paul Blank Replied

9/10/2015 at 9:13 AM

QED

John Gurhy Replied

9/10/2015 at 10:41 AM

Hi,

So the issue is that that zoom is greater than 100%, not that that user changes to zoom while using web-mail to say from 50 to 75% for example?

lmoody Replied

9/10/2015 at 11:53 AM

It appears to be any zoom + or -, I am under the impression that the zoom was active prior to logging into the web interface.

Vaughn Reid Replied

5/4/2016 at 10:54 AM

We have a case that is doing this same exact thing. User uses different computers at different locations, Chrome and IE 11. And we are on 15.0. She opens an email and instantly vanishes. Do a search for it and it's in some random folder- different one all the time. No zoom in or out. 3g is allocated to her. She was getting close so we made her 4g to see if issue goes away.

Vaughn Reid Replied

5/4/2016 at 12:37 PM

Increasing space did not help...

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