SM 16 Not showing new e-mails

Problem reported by Matthew Shepard - 8/1/2017 at 12:15 PM

Resolved

We are having an issue where several of our users are seeing that their inbox is not showing new e-mails. They will realize they have not gotten any e-mails in a while and refresh the page; then it will show new e-mails, some from several hours earlier. So the inbox is not "auto-refreshing" or something when they get a new e-mail.

83 Replies

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Paul Blank Replied

8/2/2017 at 10:06 AM

This issue has been reported previously as well.

echoDreamz Replied

8/3/2017 at 1:26 AM

Same. We have several clients reporting that the interface is not reloading or notify of emails.

Nicolas Le Merle Replied

8/16/2017 at 3:29 AM

Any response to this issue ? I just upgraded and sadly have everyone screaming that emails are not automatically coming in :(

Bruce Replied

8/16/2017 at 3:35 AM

We had the same issue, and tracked the problem to the SmarterMail app pool setting in IIS which was set to multiple worker processes.

After changing SmarterMails app pool settings in IIS to '1' for 'Maximum Worker Process' it fixed the issue and clients now get notification of new emails without refreshing their browser.

Paul Blank Replied

8/16/2017 at 3:46 AM

Why is it 15 days from the start of this thread, and nobody from ST had responded? Thanks, Bruce!

echoDreamz Replied

8/16/2017 at 6:20 AM

We also have this issue. As well when you delete messages, they don’t disappear until you manually refresh the browser. Annoying.

Employee Replied

8/16/2017 at 7:16 AM

Employee Post

Hello Everyone,

We have opened a ticket with Matthew to help investigate this issue and are looking into it.

Nicolas Le Merle Replied

8/16/2017 at 8:18 AM

For what its worth here are some console errors from my end:

SignalR Started2
site-v-16.1.6425.19774.8d4db1fb4362900.js:93 SignalR connection type: longPolling
site-v-16.1.6425.19774.8d4db1fb4362900.js:5 SignalR Initted, Sending connect with auth details.
site-v-16.1.6425.19774.8d4db1fb4362900.js:5 SignalR Connect success.
site-v-16.1.6425.19774.8d4db1fb4362900.js:93 Signalr onDisconnect Called
site-v-16.1.6425.19774.8d4db1fb4362900.js:93 Signalr Disconnected
site-v-16.1.6425.19774.8d4db1fb4362900.js:93 SignalR Init2, Connected: null
site-v-16.1.6425.19774.8d4db1fb4362900.js:93 SignalR Start2
vendor-v-16.1.6425.19774.8d4db1fb4362900.js:467 WebSocket connection to 'wss://webmail_url/signalr/connect?transport=webSockets&clientProtocol=1.5&connectionToken=xzy' failed: Error during WebSocket handshake: Unexpected response code: 400
start @ vendor-v-16.1.6425.19774.8d4db1fb4362900.js:467
start @ vendor-v-16.1.6425.19774.8d4db1fb4362900.js:467
d @ vendor-v-16.1.6425.19774.8d4db1fb4362900.js:467
success @ vendor-v-16.1.6425.19774.8d4db1fb4362900.js:467
i @ angular-v-16.1.6425.19774.8d4db1fb4362900.js:2
fireWith @ angular-v-16.1.6425.19774.8d4db1fb4362900.js:2
A @ angular-v-16.1.6425.19774.8d4db1fb4362900.js:4
(anonymous) @ angular-v-16.1.6425.19774.8d4db1fb4362900.js:4
site-v-16.1.6425.19774.8d4db1fb4362900.js:93 SignalR Started2
site-v-16.1.6425.19774.8d4db1fb4362900.js:93 SignalR connection type: longPolling
site-v-16.1.6425.19774.8d4db1fb4362900.js:5 SignalR Initted, Sending connect with auth details.
site-v-16.1.6425.19774.8d4db1fb4362900.js:5 SignalR Connect success.

echoDreamz Replied

8/16/2017 at 9:53 AM

Awesome, thanks Matthew!

Bryan Zimmerman Replied

8/17/2017 at 9:26 AM

Yes I concur with this issue. Messages are deleted but still show in inbox.

echoDreamz Replied

8/17/2017 at 10:15 AM

This is why customers are begging us to go back to 15. Probably should have stuck with 15 :). Too late now. This new interface is causing more problems than it is solving. As well as no advanced search, we are dying over here :(

Nicolas Le Merle Replied

8/21/2017 at 12:32 PM

Hi Mattew, do you have any update on this ?

Employee Replied

8/21/2017 at 1:26 PM

Employee Post

We are still working on it but the two things we discovered that we have seen fix it are to make sure IIS worker process is only set to 1 for the app pool SmarterMail is on, and if you have any cookies left over in your browser from v15 make sure you clear them.

Nicolas Le Merle Replied

8/22/2017 at 3:05 AM

That doesn't seem to make any difference for me however I have found that mail refreshes fine when using Internet Explorer, but not in chrome.

In both browsers, deleting a mail doesn't refresh either, so the mail appears to still be there after it was deleted.

tech Replied

8/30/2017 at 7:33 AM

Experiencing the same issue here with Web-mail not showing new messages..

Unless the Browser is refreshed, new mail does not appear. Tested this is Chrome and IE 11.

I also checked the Smartermail app pool, the 'Maximum Worker Process' is set to 1.

Smarter Mail Version: 16.2.6442

Matthew Shepard Replied

8/30/2017 at 7:48 AM

Ours has stopped doing it with no indication; but we are sometimes getting it where the unread messages on inbox will tick up and it won't show until refreshed. How about you all?

Nicolas Le Merle Replied

8/30/2017 at 9:04 AM

Update please ?

tech Replied

8/30/2017 at 9:08 AM

I just kind of figured out a part of the problem, but no real solution yet.

Before the upgrade, we were logging into webmail with only <userid>

We have a primary domain priDomain.com, with a few alias's aliasDomain1.com, aliasDomain2.com, ...

So I tried logging in with userid@priDomain.com, and the refresh was fixed for all email going to userid@priDomain.com.

But if I sent email to userid@aliasDomain1.com, it would not refresh the screen.

I tried doing the opposite and logged in using userid@aliasDomain1.com, and the emails coming to userid@aliasDomain1.com refreshed, but the emails coming to userid@priDomain.com did not refresh the screen.

If I refresh the browser in either situation, the emails will appear.

When I log in as just <userid>, it treats me as if I was logging in as userid@aliasDomain1.com.

When using Outlook, all emails are received normally.

Not sure if this helps anyone or not.

Smarter Mail Version: 16.2.6442

Matthew Shepard Replied

8/30/2017 at 1:50 PM

We had some backup and boot drive corruption that happened in the middle of this, so it has slowed down our testing. Yesterday at noon uninstalled smartermail 16.1, restarted the server, and installed 16.2; and the performance was glorious for the rest of the day, did not have this issue, did not have long blue spinners, ect. However, today we are having where the unread messages on inbox will tick up and it won't show until refreshed and some long blue spinner; but because of the boot corruption, I have a backup going on today during the day so it may be causing performance issues as well (and the backup is going 5% per hour so it will take all day). I will have to wait until tomorrow to see how it is; but if you have not done an uninstall, restart, and re-install yet and have only just double-clicked on the exe of the update and let that run; I recommend trying that and letting us know what that does.

tech Replied

8/31/2017 at 7:11 AM

Need some sort of Update from the SmarterMail team regarding this issue.

This bug is severely impacting our business. Please help.

Robert G. Replied

9/12/2017 at 1:56 PM

Can we have an update for this? Changing IIS worker process to 1 did not fix the issue on our end.

Not sure if this is related but I also have to refresh the page after deleting an email to get the message to disappear from the inbox.

GearHost.com

Matt Petty Replied

9/12/2017 at 2:34 PM

Employee Post

We have a fix relating to this in our next minor. Browsers using AppleWebKit were timing out after a minute of no activity. This will affect any browser running on an Apple device, except Safari. We already have put this fix in for Safari specifically a while ago, what we are trying to fix now is all the other browsers that run on Apple devices.

Matt Petty Software Developer SmarterTools Inc. (877) 357-6278 www.smartertools.com

Matthew Shepard Replied

9/19/2017 at 7:37 AM

Just installed 16.3.6467 last night; this problem is back and I am not even getting an increment on the unread in the inbox. No indication of getting e-mails; just have to refresh the page to get them to come in. Additionally when we refresh the page; the top e-mail shows as read now.

Nicolas Le Merle Replied

9/19/2017 at 8:08 AM

Yeah I didn't see any improvement either, SM haven't claimed to have fixed this issue in that release though. I have just run into a new issue after last nights release: are you having the same ? https://portal.smartertools.com/community/a89605/no-attachments-sm-16-mac-outlook-2016.aspx

Matthew Shepard Replied

9/19/2017 at 8:18 AM

We don't use use outlook, so I don't know if we are having the same. However, if you are using windows 2016 and iOS11; this post might be part of your problem:

https://portal.smartertools.com/community/a89593/ios-11-and-windows-2016-compatibility-issue.aspx

Brian Tesene Replied

9/19/2017 at 8:37 AM

SmarterTools, please give us an update on this issue. We all have users barking at us and we need to be able to tell them something.

Employee Replied

9/19/2017 at 4:06 PM

Employee Post

We are still internally investigating this issue and have an idea about what is causing the issue but reproduction of it is fairly rare and inconsistent. As far as we can tell at the moment the issue seems to be just with new messages coming in but other realtime updates are working properly.

Paul Blank Replied

9/19/2017 at 4:36 PM

According to folks like Brian Tesene (above), it doesn't seem all that rare.

Brian Tesene Replied

9/19/2017 at 5:23 PM

Nope, we've now found it in multiple accounts on multiple PC's. It's certainly not rare (for us anyway).

echoDreamz Replied

9/19/2017 at 8:23 PM

We did not have this issue with the last release (that I know of), however since the 16.3 release, we've had 5 tickets today (3 yesterday) complaining of this vary issue. Worst of all, the wife is having the issue, so she is nagging me constantly about it!

1 was extremely upset that he missed a "super important - time-critical!!!!" email. Sucks, but what can we do other than report the issue?

echoDreamz Replied

9/19/2017 at 8:26 PM

Wondering if this has to do with the HTTP/2 issue? Since we reverted back to HTTP/1.1 for the ActiveSync issue with Server 2016. We did this the same time we did the 16.3 upgrade.

Bruce Replied

9/19/2017 at 11:41 PM

Just upgraded to 16. 3 and also now have this issue.

I am using the latest version of Firefox on Windows 10 and SmarterMail is running on Windows Server 2016 with an SSL certificate.

Stojan Cergol Replied

9/20/2017 at 1:42 AM

same problem !

Stojan Cergol Replied

9/20/2017 at 1:48 AM

After upgrade to lastest SmarterMail 16.3.6467 we also have this issue !

Stojan Cergol Replied

9/20/2017 at 5:03 AM

When I open new received email with attached files,it takes about 10 seconds or more to see attached files (pdf). In Edge.

Ionel Aurelian Rau Replied

9/20/2017 at 5:05 AM

We also have this issue..

John Marx Replied

9/20/2017 at 6:48 AM

I am at a client today and cannot use Outlook and using their machine. The network and computer I am on is insane. Brand new (three months old) Windows 10 install, Chrome is the browser. 8-core machine, 32Gig of ram, Office and Visual Studio 2017 installed. Gigabit network to the Internet. First time since the latest version of 16 in webmail. Phone still gets notified. Only way to see the email in my browser is by pressing F5.

Was here a few weeks ago and that was not an issue (same machine) in the browser in getting email notifications.

Matthew Shepard Replied

9/20/2017 at 8:18 AM

Not sure if it helps anyone, but Brian Tesene made a post: https://portal.smartertools.com/community/a89611/sm-16_3_6467-inbox-not-refreshing.aspx#99633

Where he reported that switching to another folder and back also makes the e-mails come in. I have a small folder with 2 emails in it, so this is faster for me then refreshing the page.

Paul Blank Replied

9/20/2017 at 8:41 AM

OR Revert to v15, where this doesn't appear to be an issue.

echoDreamz Replied

9/20/2017 at 12:37 PM

I wouldnt want to try it, especially this deep into SM 16. Who knows what has changed or what corruption could occur. From 16.0, sure, maybe, 16.3, I dunno.

Dominick Meccarielli Replied

9/20/2017 at 2:48 PM

I'd be happy to give you an account on my server... it is frequent and consistent.

Bruce Replied

9/21/2017 at 12:39 AM

Any chance of a quick fix on this from SmarterTools as this issue makes webmail totally unusable.

Don't want to be without a webmail service for a month now that smartertools seem to have moved to monthly releases.

One idea for SmarterTools is to hire someone to test your software before release.

Bruce Replied

9/21/2017 at 2:57 AM

This is not an HTTP/2 issue as have disabled HTTP/2 on the windows 2016 server and it has not fixed the issue with emails not showing in webmail until you refresh the page.

John Marx Replied

9/21/2017 at 6:16 AM

Monthly is fine once stable. In this truly unstable state we need weekly as much as I don't want to install updates weekly we need this.

Matthew Shepard Replied

9/21/2017 at 10:46 AM

Please refer to https://portal.smartertools.com/community/a89611/sm-16_3_6467-inbox-not-refreshing.aspx

Derek Curtis has some steps there to enable logging that magically fixed this issue for both me and Brian:

1. Stop the mailservice

2. Go to mailConfig.xml and add this:

<debugLogId>16936</debugLogId>

3. Restart the mailService

Matt Petty Replied

9/21/2017 at 1:45 PM

Employee Post

We are seeing the same behavior at the office and is part of the reason why we are having a hard time with this. We are trying a couple things and I will keep this thread posted on what we find.

Matt Petty Software Developer SmarterTools Inc. (877) 357-6278 www.smartertools.com

Nicolas Le Merle Replied

9/23/2017 at 2:54 AM

For what its worth, this issue seems to have been resolved after just updating to Version 16.3.6474 (Sep 22, 2017).

I uninstalled Version 16.3.6467 (Sep 15, 2017), rebooted the server, and installed the latest version.

* I know that this issue is very intermittent, and SM haven't claimed to have fixed the issue yet. Has anyone else seen the issue disappear since upgrading ? I haven't rebooted my server in months and only did so after reading another community post where someone mentioned rebooting the server fixed this issue on their end.

John Marx Replied

9/23/2017 at 6:09 AM

I noticed it disappeared as well. :) I am hopeful that the efforts that they put in have worked. I am also glad to see all the bug fixes and hope the pace continues as if it continues I do see us getting v16 stable and back on the track we all expect out of SmarterTools products. :)

Matthew Shepard Replied

9/25/2017 at 6:14 AM

16.3.6474 (September 22nd Release) Seemed to have fixed this for us as well. Thanks Smartertools team!

Nicolas Le Merle Replied

9/25/2017 at 6:45 AM

Nope, its simply occurring intermittently :( I thought it was fixed as I saw it working then this morning using the same PC, it has stopped working

Matthew Shepard Replied

9/25/2017 at 6:53 AM

Gottcha; thanks, will keep a lookout then and not send an announcement to my end users to get hopes up yet.

Robert G. Replied

9/25/2017 at 12:45 PM

This is still happening on our end. It only worked a few hours after the update was installed. Now a few days later, still a problem. This is a HUGE issue. Please get this fixed ST.

GearHost.com

Derek Curtis Replied

9/25/2017 at 4:25 PM

Employee Post

Please see my post here: https://portal.smartertools.com/community/a89611/sm-16_3_6467-inbox-not-refreshing.aspx#99642

That gives instructions for turning on some debug logging for this issue as well as the log file name we'd like to look at to help track down what's going on.

Derek Curtis COO SmarterTools Inc. (877) 357-6278 www.smartertools.com

Patrick Jeski Replied

9/27/2017 at 5:34 AM

This is happening for us too. Very annoying.

We have the latest, 16.3.6474

tech Replied

9/27/2017 at 5:43 AM

Installed Version: 16.3.6474

Smartermail has been updating properly now for 24 hours, without degrading back to no refresh. Will keep an eye on it and update if anything changes.

Employee Replied

9/28/2017 at 7:17 AM

Employee Post

For those of you still seeing the issue, are you getting notifications and is the count on the left tree updating and the message is just not showing in the list. Or are you not being notified of the message at all?

Robert G. Replied

9/28/2017 at 7:29 AM

Don't have notifications enabled. I'll try doing it with notifications enabled. It doesn't update in the left tree or the message area.

If you want the logs Derek Curtis referred to please let me know. I purchased a support ticket and your support team is making me jump through hoops.

GearHost.com

Derek Curtis Replied

9/28/2017 at 7:44 AM

Employee Post

Robert, if you could include the log that's created, that would be great. Just attach it to the ticket. It will be named something like this: "2017.09.27-debugLog-16936"

Derek Curtis COO SmarterTools Inc. (877) 357-6278 www.smartertools.com

Patrick Jeski Replied

9/28/2017 at 10:10 AM

I don't know on the notification. But yes, the count shows 1 or more messages and there are no new messages listed. This is how I know it occurs. In 15, I could just click "inbox" and it would refresh. With 16, I have to refresh the browser or change selected boxes.

Patrick Jeski Replied

10/9/2017 at 8:01 AM

Just wanted to update. When it happened today, I very definitely got the notification alert and the count on the left tree showed the one new message, just no message.

Employee Replied

10/9/2017 at 8:27 AM

Employee Post

Are you on the build that was released Friday?

Patrick Jeski Replied

10/9/2017 at 8:35 AM

Didn't get the memo.

Robert G. Replied

10/9/2017 at 8:42 AM

We are Matthew, and we get the same issues.

GearHost.com

Patrick Jeski Replied

10/14/2017 at 10:19 AM

Using the latest build, I still get this.

Robert G. Replied

10/26/2017 at 8:25 PM

This is STILL an issue. Please fix this as soon as possible.

GearHost.com

Marcio Santos Replied

11/8/2017 at 2:11 PM

We are experiencing the same problem running on current version 16.3.6508 (Enterprise Edition)

Anthony DePinto Replied

11/9/2017 at 7:45 AM

We are also experiencing this issue, getting multiple comments on email not auto-refreshing as it used to

Derek Curtis Replied

11/9/2017 at 8:25 AM

Employee Post

All,

We're planning a release today that has some additional changes to SignalR processing that should clear up any remaining issues. If, after you upgrade, clear your cache and all that good stuff, you're still seeing the issue, a next step would be to do the following:

Open mailConfig.xml (as an Admin) and add the following line to it:
```
<debugLogIds>16936</debugLogIds>
```
Go to your logs directory and create a blank file called SignalRLogging.log

If the issue continues, you'll want to send that log file to us so the devs can take a look at it.

Derek Curtis COO SmarterTools Inc. (877) 357-6278 www.smartertools.com

Keith Prather Replied

12/6/2017 at 9:20 AM

We just installed the 16.3.654 this past weekend and have the issue of new messages not showing up unless we refresh.

Keith Prather Replied

12/7/2017 at 9:01 AM

I got a popup today that said "Let webmail.(ourwebaddress) show notifications? YEs/NO. I chose YEs and it worked for about an hour. Now I have to refresh to get new messages again. Hope this helps in figuring out the "fix" for it.

Keith Prather Replied

1/8/2018 at 1:03 PM

Running 16.3.6565 still have to refresh to get new email. Ugh.

Derek Curtis Replied

1/8/2018 at 1:59 PM

Employee Post

Keith -- just to be sure, we're talking webmail, right? If you've added the code to the mailConfig.xml as detailed above, try removing that. If the issue still persists, you can add the code (16936) on the Troubleshooting page. Just log in as a System Admin and go to Manage --> Troubleshooting and click the Options tab. Add the code to the text box under "Debug Log IDs (one per line)" and save your changes.

Derek Curtis COO SmarterTools Inc. (877) 357-6278 www.smartertools.com

nathan heatherly Replied

1/10/2018 at 2:43 PM

Derek Curtis - We just upgraded to 16.3.6579 last night and are seeing this issue as well. I added the 16936 to the torubleshooting Debug Log IDs field. Is that number suppose to fix the issue, or does that just allow you to troubleshoot the issue on our servers? Before adding that number to the debug field, the only way we could see new mail was by refreshing the page. After I added the number to the debug line, that allowed us to click on a differnt folder, then go back to the inbox folder, and the mail would be there, but doing that, or refreshing the page is still the only way to see new email.

Derek Curtis Replied

1/10/2018 at 3:03 PM

Employee Post

Adding that allows the debug logs to be created, which should be sent in with a support ticket. That said, in past cases we had customers report that simply creating the logs seems to have fixed the issue for them..go figure. Regardless, if you've added the log ID, you'll want to grab the logs that are created and send them in to us for review.

Derek Curtis COO SmarterTools Inc. (877) 357-6278 www.smartertools.com

nathan heatherly Replied

1/10/2018 at 3:18 PM

Thank You.

Keith Prather Replied

1/10/2018 at 7:09 PM

We created the log today. if it works (collects the data) we will send a ticket with the log info tomorrow.

David Sovereen Replied

3/19/2018 at 10:26 AM

I see this is tagged as "Being Fixed". Is there any update on this? We are also experiencing this on version 16.3.6628.

Keith Gard Replied

3/19/2018 at 1:19 PM

I had a new thread on this with the same issue with the latest smartermail, but adding here as well that it's still very hit and miss on working.

David Sovereen Replied

3/21/2018 at 10:55 AM

We have noticed that the auto-refreshing seems to work when accessing our mail server using another IP address on the server. Is it possible that SignalR may not work well on a multiple IP server? The IP it seems to work with is only routed, whereas all the other IP addresses it fails to auto-refresh on are both routed and behind a NAT.

Cory Coddington Replied

5/30/2018 at 3:35 PM

Almost a year later and still not fixed. Come on SMARTertools.....

John Marx Replied

5/30/2018 at 4:04 PM

I get s-l-o-w display where my phone (ActiveSync) goes off and then 10 seconds later my webmail updates. I know after an update if this happens for us we tell users to press Ctrl+F5 and it fixes it every time.

CTL Replied

1/2/2019 at 5:03 AM

Build 6928 Dec 20 2018 Release , Still notification issue persist

Let me know how can get new email notifications without browser refresh ?

Andrea Free Replied

3/13/2019 at 9:38 AM

Employee Post

This no longer appears to be an issue in SmarterMail 16.3.6989 (Feb 19, 2019) or Build 7008 (Mar 10, 2019). The only time a message will not automatically appear in the message list is if the system administrator is impersonating a mailbox, and this functionality is by design.

If you are still experiencing trouble with this in the latest supported build, please start a support ticket by logging in at the Technical Support page of our website: https://www.smartertools.com/account#/support.

Andrea Free SmarterTools Inc. 877-357-6278 www.smartertools.com

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