Events with recurrence option are deleted
Problem reported by ram - September 1, 2016 at 7:49 PM
Resolved
All events with recurrence option are deleted without any reason except events without recurrence.
 
This problem is here with SmarterMail 15.3.6081
 
I have the email account with EAS option and connected using Windows 10 Mail, Outlook 2016, Apple Mail and Webmail.
 
What is the problem? Which is the software that it is deleting the events?

27 Replies

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1
Webio Replied
Hello,
 
actually I've noticed also this issue. It was occuring also in previous version of SM.
2
James Ratliff Replied
My Helpdesk contacted me last week about this same issue. Their recurring events are being randomly deleted. 
 
We added them back and sometimes between now and last Friday (over the long weekend), they were again deleted.
 
Would it be possible to get some feedback as to whether this might be an outstanding issue? If the devs don't believe it is, maybe give us some guidance as to where we can look in the logs to find out what is happening.
 
(We are also running SmarterMail 15.3.6081 and just to clarify, all of the users on the domain that is experiencing the problem are exclusively using webmail so, I don't think our issue has anything to do with Outlook or EAS) 
1
Michael Breines Replied
I think developers are looking at this and lots of other Exchange Active Sync issues. Our specific problem is that appointments accepted over EAS show tentative not busy. I think developers also are finding issues of duplicate calendar events and we're told a release is coming it fix EAS issues. Maybe Smarter Tools can comment further?
1
Michael Breines Replied
Polled some users internally. Several have mentioned seeing recurring events disappear when connected with Exchange Active Sync on Outlook or a mobile device.
0
Webio Replied
I have connected mobile device (Android) and Windows 10 calendar
2
Ben Rowland Replied
This has also happened for us.  We are using it in webmail on a desktop, windows 10
1
Paul Blank Replied
Would be nice if there was a reply from ST about this.
2
Kyle Mulligan Replied
I can say that ST is certainly aware of the issue as I reported this exact bug on Sep 1st and it was quickly escalated to development.  Unfortunately, I haven't heard back since Sep 2.
 
I have users that are webmail-only being affected and, in my testing, the server was wiping out the recurring appointments almost immediately after they were restored from backup.
 
I have so many pissed off users right now.
2
Paul Blank Replied
Every time I wish to upgrade from an earlier version (which is running very well indeed - with some known limitations), I wait. I see a new release, and wait. And then a bug such as this one comes up and I'm kinda glad I waited. You would think that the "engine" that is the calendar (for example) doesn't change much, so that new bugs such as these don't happen.
 
With the SM version I'm on with one of my clients, events don't get deleted, but some events disappear right after creating them, which is disconcerting, but then they are there, and they stay. I still haven't figured out that issue, but I'm certainly concerned about this latest wrinkle.
1
Webio Replied
Since no one from ST didn't responded here I've sent support ticket for this issue.
0
James Ratliff Replied
Thanks Webio and please let us know if you find out anything further about this issue.
2
Tim Uzzanti Replied
Employee Post
Yea, we discovered the issue and it is currently being worked on for our next minor releases.  It has to do with the auto-clean feature.  Any tickets that were opened will be refunded.
 
Thanks,
 
Tim Uzzanti
Tim Uzzanti
CEO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Michael Breines Replied
Eta for the next minor?
0
Tim Uzzanti Replied
Employee Post
Today :)
Tim Uzzanti
CEO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
3
kevind Replied
Hi Tim, since the developers will be working on the auto-clean for calendar items, can they fix the auto-clean for Deleted Items also? It incorrectly uses 'message date' instead of 'date deleted.' See: https://portal.smartertools.com/community/a1088/fix-auto-clean-process-1.aspx
 
It's been on the list for almost 2 years now and is one of your top 10 most-requested features/fixes. Thank you!
 
Kevin
0
James Ratliff Replied
So, is it possible to disable or TURN OFF "auto-clean" for Calendar events until the release is fixed?
0
James Ratliff Replied
I would love to know 1.) what you are using for a backup solution and 2.) how you were able to restore these deleted cal events from backup if you wouldn't mind sharing...
0
Tim Uzzanti Replied
Employee Post
I would install the update that is available now.
Tim Uzzanti
CEO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Tim Uzzanti Replied
Employee Post
Folder-Auto Clean works as expected. It allows you to delete messages based on their AGE not when you DELETE. The feature request to PURGE messages that have been deleted x days ago is a difficult task because it requires changes to the configuration files to store the date a message is deleted. That is not something we are prepared to tackle as we are in the middle of Mail 16.x which is a complete web interface redesign and making SmarterMail API driven.
Tim Uzzanti
CEO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
kevind Replied
Actually, it doesn't work as expected for users. That's because most email servers (Exchange, Gmail, Office365, etc.) leave messages in the box for 15-30 days before purging.

I understand you're right in the middle of SM16. Just note that the thread to fix auto-clean has 19 votes and the "Customizable Webmail Client" has 18 votes.

The thread has a potential solution to the problem without having to change the configuration files.

Thanks for the consideration,
1
ram Replied
I prefer disable or delete the deletion of old calendar events because it's more important recurrence events that it being deleted by error.
 
The calendar function is remember us and not viceversa.
 
It's very difficult remember all deleted events when the calendar is large.
0
Tim Uzzanti Replied
Employee Post
Off the top of my head I'm not sure if there is a way to disable the deletion of old appointments. But, the cleanliness of your calendar is VERY important and having old appointments impacts overall performance of the mailbox and the server. Too many calendar appointments impact client applications as well. In regards to the server, there is a lot of processing involved in calendars in critical areas such as delivery. We are constantly balancing functionality and performance.
Tim Uzzanti
CEO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Tim Uzzanti Replied
Employee Post
Yea, I have seen your post referring to Apple Photos and know how it works. There is a big difference between mail and photos.

The solution we provide today is for MAIL and is the ability for users to delete messages in a folder that are X days old. This was a HUGE request and the reason it exists. Many users use content filters and other methods that fill up folders and they wanted only 1 year or maybe 2 years of messages in those folders. We use the feature ourselves with our Backup confirmation emails which we get on a daily basis. This keeps these folders nice and clean and we never have to go into the folders to delete messages.

What your requesting is an entirely different feature to PURGE messages once YOU marked / moved as deleted. I can see the benefit for this feature as well but we have ZERO bandwidth to work on new features other than what has already been assigned to Mail 16.

I am fully aware of topic as well as the methods in which we can accomplish this feature as well as effort to implement. It is definitely one of the higher items on our list after Mail 16.
Tim Uzzanti
CEO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
2
Michael Breines Replied
Installed 15.3.6095 and we can create recurring events in the Smarter Mail calendar, but when we click to open and edit them the pop up times out. Doesn't open. Anyone else seeing this?
0
Tim Uzzanti Replied
Employee Post
We can't reproduce that.
Tim Uzzanti
CEO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
kevind Replied
Tim, sounds good! I'm glad that 1) you understand the problem, 2) you're aware of the methods to fix it, and 3) it's on the list for 16.1.

FWIW, sorry if I wasn't clear, but this is all about MAIL folders (the iOS Photos was an example to show how users expect things to work). Here's a better one: over 1 billion users on gmail can delete a message and then find that message in the Trash for the next 30 days. It would be nice if SM would work the same way. Thanks.
0
CCC Replied
While you are looking at/making adjustments to the auto-clean option :

Is there any chance that ( "Trash" "Deleted Items" "Deleted Messages" ) and ("Sent", "Sent Items", "Sent Messages") could be consolidated into one "trash-type" folder and one "sent-type" folder per user?

That would make all of these cleanup procedures easier to manage for admins and users alike.

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