[BUG] Email client crashing issue on iPhone & iPad Mini (IMAP)
Problem reported by Nathalie V - 3/17/2015 at 9:49 AM
Submitted
 
Smartermail Server Version: 12.3 Enterprise
 
User:  same email user, has both an iPad Mini and an iPhone, same intermittent issue on both
 
iOS Version: 8.2 on both. Same issue happened on iOS8.1 
 
 
Description of issue:
 
--
 

What happens is a few things, same behavior on both devices

When you open mail, and mail loads - if you go to click an email to open, or mark a single email or group of emails as junk, or even mark a single email to move to a sub folder in the inbox, the email crashes and takes you back to device home screen. Happens about 15-20 times on an average day.

You then need to reopen email and hope it doesn't do the same thing again.

Also when going to mark an email and move to sub folder, often the sub folders fail to load and are not shown. Closing out email and reopening, sometimes have to do it multiple times, restores them.

No error messages ever appear

There is no way to replicate or prevent the issue - sometimes it happens and sometimes it doesn't. But being that I use these devices for 80-90% of my work, it's very clumsy and a big source of time wasted and frustration

--
 
 
 
 

4 Replies

Reply to Thread
1
Steve Reid Replied
If this were a widespread issue with Smartermail then I would have expected many more posts about it. As it is likely related to your specific setup or server configuration, I think that your best bet is to open a support ticket as access to your installation may be necessary.
0
Nathalie V Replied
I can't think of any configuration or server setup that would cause iPhones to crash. I do agree that Smartertools would need to troubleshoot or view logs to investigate this report. Didn't there used to be a way to submit bugs? If we open a ticket there'd be a support charge, and without being able to replicate the issue there's a good chance SmarterTools not be able to determine it's a bug and then we'd be stuck paying for the support ticket.
0
Steve Reid Replied
Your post here is the proper way to report the problem to the community. However since there are not multiple reports of the same problem since the release of 12.3 I highly doubt this is a software bug. So I believe you may be right that the support ticket might not be refunded.
 
However there really is no other course of action. Other than to wait and see if other users reply to this thread.
0
Nathalie V Replied
For now I'm going to suggest to this user to delete and re-create their mailbox.  They won't be happy as they use it for IMAP and have many sub-folders, but my guess is there is a corrupt email message or folder possibly causing this.
 

Reply to Thread