6816 and IMAP - messages not deleting from Mac OS Mail app?
Problem reported by Neal Culiner - August 31 at 1:46 PM
Resolved
I'm using Mail app on Mac OS via IMAP connection. I deleted messages but the Mail app is stuck on moving messages to deleted. My phone shows them not deleted, web mail shows them not deleted, is this a problem with today's build? I even rebooted the server, no change.

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Neal Culiner Replied
When deleting a message in Mac Mail app they are moved to the Deleted Messages folder. Something is wrong in that they are not getting moved. Started in 6816. I used Outlook in Windows and that's working fine but that's using EAS where Mac Mail is IMAP (non EWS).
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Paul Blank Replied
Is this v15 or v16? 
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Neal Culiner Replied
v16, yesterday's release which is build 6816. I sure hope someone is looking at this now as they released this before a long weekend. BAD once again. ST testing is a complete failure!
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Paul Blank Replied
Also wondering if this affects v15.
 
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Neal Culiner Replied
I'm not sure how thorough ST can test the email system with weekly builds. Obviously relying on automated testing which is a complete failure. Microsoft for example puts out monthly builds and longer intervals allows for more thorough testing across all clients and known problem configs. You build configs as problems are reported if not already being tested. SM 16's release has been a complete new ST that has razzled my confidence. I once considered SmarterTrack but with the horrendous lack of quality in SM I will not go down that path. I shouldn't have to worry or think about my mail server on a weekly basis wondering what's broke next. Yet ST has put a terrible product in the forefront of my tech life wondering what's working and what's not. I cannot imagine hosting a large enterprise with quality this poor and minimal testing at best.
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echoDreamz Replied
We are also seeing issues with Thunderbird.

'an error occurred while saving the message in sent mail. try again?'

When saving a sent email. This started on the 6816 release.

Christopher

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echoDreamz Replied
We do a lot of automated testing for our stuff as well as the dev team does a lot of manual testing of certain aspects of our products, though we always get caught by some random variable we didnt even think of.

Christopher

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echoDreamz Replied
Even with SM, we test it before we deploy it, they release on Thursday, we spend Thursday evening and most of Friday testing items, but we can only go so far as our clients have a much wider test base than we can do internally. Some issues do not show up until we've installed on our production system as well. Like this last update fixed an issue were some emails were getting stuck in queue due to an unhandled exception. Fixed that, now we have broken IMAP for Thunderbird clients it seems. So we go back and forth with SM fixing and breaking things.

Christopher

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echoDreamz Replied
We have a client on SM 15 latest and is not reporting any issues.

Christopher

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Reto Aeberli Replied
We had to revert back to 15.7.6782 from 15.7.6816. We had a lot of Apple Mail clients with problems after the upgrade.
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Ray Cook Replied
do you have a link to 15.7.6782?
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Damir Matešić Replied
As in most cases they released a non stable version again. Full of bugs.
 
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Oved Blass Replied
We also have complaints with Apple Mail client, with SmarterMail 15.7.6816. The pop3 error log logs errors for these clients:
15:28:11 [client-ip-address][53986212] POP example@example.com 33aa744d0102b98f6759465bb15b0c3f
15:28:11 [client-ip-address][53986212] -ERR Invalid command
15:28:11 [client-ip-address][53986212] SER example@example.com
15:28:11 [client-ip-address][53986212] -ERR Invalid command
15:28:11 [client-ip-address][53986212] UIT
15:28:11 [client-ip-address][53986212] -ERR Invalid command
15:28:11 [client-ip-address][53986212] disconnected at 04/09/2018 15:28:11
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SmP Replied
Crossing fingers that the folks at SmarterTools will get a fix out ASAP versus just recalling the previous release.
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Reto Aeberli Replied
Yes, saw the same in my logs. The first letter of most commands was missing and generated an error
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Elazar Broad Replied
I'm seeing the same thing on the SMTP side: https://portal.smartertools.com/community/a91076/smtp-command-cut-off.aspx
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echoDreamz Replied
We are also having Mac clients reporting issues with SMTP. Everything was working fine before the update, now we have issues of this "UTH LOGIN". I highly doubt Apple broke their email client the same time we installed the new SM update.
 
[2018.09.03] 11:40:41 [REMOVED][30329733] rsp: 250-REMOVED Hello [REMOVED]250-SIZE 2147483647250-AUTH LOGIN CRAM-MD5250-8BITMIME250 OK
[2018.09.03] 11:40:41 [REMOVED][30329733] cmd: UTH LOGIN
[2018.09.03] 11:40:41 [REMOVED][30329733] rsp: 500 command unrecognized
 

Christopher

2
SmP Replied
If I could up-vote this thread and the other related one any more, I would.
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SmP Replied
Same here
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Paul Blank Replied
To sum up: the answer is yes, it does affect v15.7.6816. See other thread about this:
 
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Derek Curtis Replied
Employee Post
As noted in the other thread, we have all of our devs looking at the previous builds for 15 and 16 and will have fixes out ASAP. Once more info is available, we'll let you know. 
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
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Ray Cook Replied
The new install has duly arrived and I am pleased to report it appears to be working for us - mailboxes are now synching across devices.
 
We have to thank ST developers for fixing this so quickly on their return but, of course, it is a pity we had this issue in the first place.
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Damir Matešić Replied
We have to thank for what? That they pushed a new not working release before vacation and that it was impossible to work ? Thanks for that
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Neal Culiner Replied
Concur. There is nothing to thank here. This was an unacceptable situation. Good development and testing this would not have happened. Extend everyone a year for this continued nonsense and then I'll be thankful.
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Andrea Rogers Replied
Employee Post Marked As Resolution
Hi all,
 
Here's some detail on what went on... One of the things last week's release was supposed to include were some memory optimizations to our TCP code which is used by POP, XMPP, SMTP and IMAP. (Not EAS, EWS or WebDAV). These optimizations were to help streamline processing requests for those protocols as well as address a memory leak that was found. Unfortunately, what appears to have happened is that the code also caused commands to be half-read or for some requests from clients to contain incomplete commands. In either case, clients would drop connections altogether or error out with incomplete info written to the logs. The devs stepped through all that code again and were able to narrow down the issue and get it resolved. We were able to keep the optimizations while mitigating the odd behaviors in SmarterMail 16.3.6821 and 15.7.6821. 
 
Obviously, we're never pleased when bugs like this get released. We do have manual QC processes that occur before any minor goes out. 99% of the time, we find issues prior to release. Some issues are harder than others to see ahead of time, and, of course, everyone's environment is different with different protocols being used, different user counts, different clients, etc. We try to be proactive with testing and QC, but each install is different and user mileage varies.
 
That said, Tim is obviously involved and we are actively discussing how to catch these types of issues more efficiently.

Andrea Rogers
Communications Specialist
SmarterTools Inc.
(877) 357-6278

www.smartertools.com

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Michael Luer Replied
I see very latent updates from inboxes and deleted folder updates..
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Darren Latter Replied
Having this issue using EWS (vs. IMAP) on Apple mail client - now running 16.3.6830.  Anyone else seeing this?

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