SM 16.3.6467 - Inbox not refreshing

Problem reported by Brian Tesene - 9/19/2017 at 5:39 PM

Resolved

Since we upgraded to SM 16.x, we no longer see new messages in the inbox unless the browser is refreshed or we switch between folders in the tree on the left. In other words, the inbox is not refreshing. Is this still a setting somewhere or should it be happening automatically?

I added this under "report a problem" instead of "ask a question" because I suspect it is a bug. Please forgive me if I miscategorized it.

17 Replies

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Matthew Shepard Replied

9/20/2017 at 7:41 AM

We are also seeing this issue; we did not notice the switching folders working though. Thanks, that may be easier on a couple of my users than refreshing the browser.

Brian Tesene Replied

9/20/2017 at 8:27 AM

It's good to know that it's not just us. Thanks for chiming in!

Matthew Shepard Replied

9/20/2017 at 8:36 AM

Also, they may or may not reply to this thread because they have been replying to this one: https://portal.smartertools.com/community/a89420/sm-16-not-showing-new-e-mails.aspx

So you may want to keep an eye on that one as well.

Derek Curtis Replied

9/20/2017 at 4:40 PM

Employee Post

Matthew,

If you're running 16.3.6467, will you please do this:

1. Stop the mailservice

2. Go to mailConfig.xml and add this:

<debugLogIds>16936</debugLogIds>

3. Restart the mailService

This will enable some logging that we can then review to troubleshoot the issue.

When you see it occur, send a ticket to our Sales team -- you can put it to my attention -- attach the log file and let us know the EXACT time the issue occurred, and I'll pass the info along to the developers. The log file you'd look for is [date]-debugLog.log, where Date is that day's date.

Derek Curtis COO SmarterTools Inc. www.smartertools.com

Derek Curtis Replied

9/20/2017 at 4:41 PM

Employee Post

Brian, see my reply to Matthew, below. Since you're running the latest build, getting the logging set up and then sending us the log will be very helpful as we're seeing this issue very, very sporadically.

Derek Curtis COO SmarterTools Inc. www.smartertools.com

Derek Curtis Replied

9/20/2017 at 4:46 PM

Employee Post

UPDATE: I gave the incorrect ID initially...it's been changed.

Derek Curtis COO SmarterTools Inc. www.smartertools.com

Brian Tesene Replied

9/20/2017 at 6:09 PM

Hi Matthew, Sure, I'll be glad to setup the logging. Two questions:

(1) Does it matter WHERE I place that tag in the config file to enable the logging?

(2) In your response to Matthew you said to send the logs "when the error happens". Since it is an issue of the inbox not refreshing, the issue is happening constantly. That said, what should trigger me to send you the log? Just a certain about of time passed?

Derek Curtis Replied

9/20/2017 at 6:23 PM

Employee Post

1. Nope..just somewhere in the mailConfig.xml

2. When I've seen this happen -- which is rare -- I'll hear my phone ding. Then I go to webmail to read the message but it's not there. So, if you have an account on another device or in another client, that's the simplest way to tell. Or, if you go out of your inbox and back in, check the time and then the timestamp on the message in your inbox. That will help narrow it down. (You can check the message header as well.)

Derek Curtis COO SmarterTools Inc. www.smartertools.com

Brian Tesene Replied

9/20/2017 at 9:10 PM

Well, I cannot explain it but I inserted the log id and restarted the service and now my inbox is refreshing and showing new emails as expected. I removed the log id and restarted again and it still works. I'll wait and see if I get any additional reports from my users regarding the issue and I'll update the thread at that point.

Is it possible that it could have been related to the state of my browser (Chrome) when I tested it previously? I ask that because I have a user who uses the save version of Chrome that I do (latest) on the same OS I have (Win 10) and she has some wacky things happen. They are:
(1) The entire left pane containing the folder tree will disappear (not collapsed...I mean the column is there but empty). (2) Sometimes when she hits the reply button, the reply popup will not display the editor. Mine on the other had, has never exhibited any of that. I bring this up not to report another issue but to show that maybe some of the issues we see are related to the browser itself (extensions, etc) and the state it's in (sometimes Chrome seems to get bogged down and laggy). Anyway, just a thought...

Matthew Shepard Replied

9/21/2017 at 10:43 AM

Thank you so much Brian; we didn't notice it but when we did the same thing last night it magically fixed it for us too.

Matthew Shepard Replied

9/21/2017 at 10:45 AM

Thank you very much Derek! Just as Brian reported, editing the XML file to enable the loging seems to have fixed it and caused our e-mails to come in without having to refresh the page.

echoDreamz Replied

9/21/2017 at 11:06 AM

Brian - Same here with Chrome - Try setting the spool to 500 messages and watch your machine die a slow death. Go to a customer's SM 15 instance, chrome laughs and keeps on trucking. The SM 16 interface is like a tank, it is slow, and blows through nearly all resources.

Matthew Shepard Replied

9/21/2017 at 11:24 AM

We saw the problem getting e-mails unless you refresh in chrome, and IE also; didn't test firefox; but I think it is not browser specific.

Brian Tesene Replied

9/21/2017 at 11:36 AM

Thanks Matthew. It's so strange that it started working just because the config file was modified. Because I have no idea what fixed it, now I fear that it will stop working again.

Christopher, thanks for confirming that you see it too. My worst Chrome issue is with trying to add to the trusted senders list for select users. I created a thread but have not had any replies yet.

https://portal.smartertools.com/community/a89610/sm-16_3_6467-issue-with-editing-trusted-domains-and-trusted-email-addresses.aspx

Chrome completely crashes when I try to edit the trusted sender's list for select users. Others are fine. Very frustrating.

Matthew Shepard Replied

9/25/2017 at 6:15 AM

16.3.6474 seemed to have fixed this for us.

Employee Replied

9/26/2017 at 7:16 AM

Employee Post

To note on this post for people that are still looking for the logging for this, the logging is a bit a different in the latest 16.

First the tag in Mailconfig is now debugLogIds instead of debugLogId.

We also have secondary logging that is enabled by creating a file in the logs directory called SignalRLogging.log.

Employee Replied

3/13/2019 at 2:22 PM

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.

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