Outlook 2016 - Can't delete IMAP emails properly.
Problem reported by Mark Lee - October 14, 2015 at 6:28 AM
Being Fixed
Outlook 2016 - Can't delete IMAP emails properly.
 
It seems there is a problem with Smartermail (14.3.5752) and NOT Outlook 2016 deleting IMAP emails. Any ETA on a fix?
 
Regards,
Mark L. Lee

28 Replies

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0
Rod Lasky Replied
Employee Post
Hi Mark.  Please see this page for a solution.
Rod Lasky
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
1
Rod Lasky,
 
I don't know if you have read my and other comments above yet but I have many other IMAP setups in Outlook 2016 that work perfectly... they just don't work in Smartermail...
 
Regards,
Mark L. Lee
2
Yeah I agree. This should probably be addressed.
0
Robert Emmett Replied
Employee Post
This issue has been fixed and will be included in the next minor release.  If you would like a custom build that fixes it, please contact sales@smartertools.com.
Robert Emmett
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
As of what version/minor release of Smartermail is this fixed?
0
Just upgraded to 14.4.5801 and still seeing this issue.
0
A customer called today regarding this Outlook issue. I set up a PC in the lab with Outlook 2016 just this morning to attempt to replicate the issue. I think I've tried all combinations of IMAP settings options in Outlook 2016 (multiple times) and I cannot get a message to go from inbox to deleted items, unless I check "Mark items for deletion..." in advanced settings of IMAP. Not a good solution as this eliminates Deleted Items. Did a Thunderbird install side by side and, of course, it works fine.
 

I've read the other threads and posts about this, both here and elsewhere. Can someone at SmarterTools define why this happens?

Thanks,

Matt

0
Gee, I thought the issue was limited only to deleting but in addition I can't move items from IMAP folder to folder and have the original leave the inbox. In Thunderbird or web mail I see the item gets copied/moved. Problem is only in Outlook. I guess the million dollar question is whether this is a Microsoft problem or a SmarterTools problem?
0
We also upgraded to the latest version of Smartermail 14 and this issue still exists.
 
0
I can say that the problem was definitely fixed in Version 14.4.5784 you just have to wait until all of the UID's are updated and can take a while if you have lots of IMAP users and mail... In that version it was set to continuously update all of them until done but would slow down the server considerably until done... In the next versions SM slowed the UID update down to 10 per hour so will take a lot longer to update UID's but server will run better... You can speed up the process in the newer 2 versions by doing the following...
 
1. Stop the SmarterMail service
2. Open mailConfig.xml in the Service folder of the install path with a text
editor
3. Go to the close of the mailConfig section:
</MailConfig>
and put this line before that closing tag:
<maxUidVvFixesPerHour>all</maxUidVvFixesPerHour>
4. Start the SmarterMail service.
 
Your server may bog down for a while and suggest reversing the above when the UID's seem to be updated...
0
The download on the ST web site is still listed as 14.4.5801. Is the later build only available from sales? I emailed them this morning but haven't heard back yet. Curious to know why the 5748 build isn't public yet since this revision was initially released over two months ago. Thanks for the update.
1
We are running SmarterMail Version - 14.4.5801, we let the server run with the resolution Mark Lee suggested for about 6 hours and then reverted to the default settings. Unfortunately our user just confirmed their IMAP Outlook issue still exists.
 
Maybe 6 hours wasn't enough I don't know?  How do we check this:
 
"Your server may bog down for a while and suggest reversing the above when the UID's seem to be updated..."
 
 
Where do we find the UID's and how do we know when they have been updated?
 
 
 
1
Makes me glad that my SM customers have taken my advice (so far, anyway) and don't run Outlook anywhere. Email is enough of a moving target, and that's before adding Outlook to that "soup"; MS doesn't make things any easier.
 
1
I just moved away from Outlook to EM Client - It just works like a dream. 
1
Performed my 14.4.5801 upgrade over the weekend from 11.x. Upgrade went like a dream, as usual. I don't know how long it took for the server to process all the accounts but my email test account wasn't fixed for IMAP and the Outlook 2016 issue for at least a few hours. As of this morning it's now working properly for deletion of messages or moving between and betwixt folders. Thanks again to SmarterTools for a very stable product.
2
We've upgraded to SmarterMail version 14.4.5801, because we have several users on Outlook 2016. The upgrade didn't resolve the issue they were having with moving emails in Outlook 2016.
I made the changes to the mailconfig.xml suggested earlier in this thread. The server has been running with the updated mailconfig.xml, since 01/21/2016. One of the users affected by this issue contacted me today and said they still can't move emails between folders.
 
Am I missing something here?
 
Is there something else I need to do to the server?
 
How do I verify if the UID's have been updated?
2
We are also getting calls from our users saying that this issue is still affecting them. We're on 14.4.5801
1
So clearly the latest version of Smartermail does not resolve this issue.
 
Is SmarterTools working on this, can we please get some kind of official response?
 
 
1
Doesn't appear to be "Resolved" to me.
0
Tim Uzzanti Replied
Employee Post
When you install the latest version of SmarterMail, your server needs time to update the UID's for all users and emails on the server.  This can take some time especially on larger installations.
 
If you have been running the latest version for days or weeks and a customer is having an issue, we suggest the user remove their account in Outlook and re-add it to see if it resolves the problem. 
 
If you are still having issues, then I would suggest opening a ticket with our support department and we can help evaluate the issue.
 
This modification of UID's has been done on millions of mailboxes and we know the process is working properly and the changes by Outlook 2016 have been accommodated.   We have yet to see a server that had an issue or did not fully convert all UID's but there is always a first.  If you continue to have issues, please contact our support department.  As always, if we discover there is a BUG, we refund the ticket.  Here to help!
 
 
Tim Uzzanti
CEO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Employee Replied
Employee Post
To know if the fix has been applied to all accounts or what progress has been made you can open the mailConfig.xml file and look for the uidVvFixProgress tag.  That will show the last email address that was processed (Domains and users are processed in alphabetical order) or it will be set to done if it has updated all accounts.
0
The customer was able to resolve the issue by removing and re-adding their email account to Outlook.
 
1
I just did all the fixes suggested in this thread, even new email since the latest version install cannot be deleted. The tag uidVvFixProgress shows no updates, it is empty. Please advise. We updated a bunch of users to 2016 yesterday and this is a mess.
1
I Just upgrade my SmarterMail installation to v. 15.0.5949. At the same time I installed Outlook 2016 on a Pc with Windows 7 and link a mailbox via IMAP.
Sync take a long time, about 3 hours. After deleting a mail the same remain in the inbox and a copy in deleted items.
I have tried everything suggested, but the issue remain.
We have 74 mailbox on our server, and various hundreds mailbox on different installation of Smartermail on our customers.
We need a reliable solutions, we can't sell Outlook 2016 and have these problems with Smartermail.
Please Help 
 
Giorgio B
 
1
I have exactly the same issue. I just purchased new dell XPS with windows 10. I installed ms office 2016. I cannot delete items from inbox. Exactly as described by Giorgio. Please suggest what to do. I don't have such issue with outlook 2013. 
1
Same issue here running Enterprise Edition 15.0.5949. Client deletes mail from Outlook 2016 on a Surface, his settings are configured to delete mail from server, goes back in via SmarterMail and the messages aren't deleted.
0
 
I have recently discovered the new issue with deleting mails from an outlook 2016 client that connects into a smartermail server.
 
Not sure why but this issue has just recently started to pop up for my users, 
 
 
We are still using 'SmarterMail Enterprise Edition Version 12.2.5266' 
 
I would like to avoid any major updates at present , our intention is to migrate soon but in the mean time this issue has arisen with many of our users,
 
How can i get around this issue with the setup with have , are there some configuration changes i can make or a patch that i can install on this version ?
 
 
Many Thanks
0
Hello,
 
What is involved in a scenario where you MOVED a domain from a server with an older version of Smartermail (that had the IMAP deletion bug) to a server with a recent version of Smartermail (that does not have this bug)
 
Since the email domain/accounts were initially created on the older Smartermail, it seems the IMAP deletion problem still exists after we moved them.
 
Do we have to do the full solution posted above (pasted below, which updates all domains) just to fix this ONE domain or is there something we can do ONLY update this domain?
 
 
------
1. Stop the SmarterMail service
2. Open mailConfig.xml in the Service folder of the install path with a text
editor
3. Go to the close of the mailConfig section:
</MailConfig>
and put this line before that closing tag:
<maxUidVvFixesPerHour>all</maxUidVvFixesPerHour>
4. Start the SmarterMail service.
------
 
 
Thank you

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