Mail folders are not refreshing with new incoming emails

Problem reported by Ng Cher Choon - 9/8/2018 at 7:29 AM

Resolved

We are using SM Version 16.3.6821.

Folders on the webmail are not refreshing with new incoming emails. We have to either refresh manually or click between folders to see the new emails.

We have our debugLogIds set as 22334 in our mailConfig.xml file. Is this why the folders are not refreshing as we are told to set that value due to missing emails.

This is very ignoring as customers are complaining about this issue.

However, we have a trial version of SM version 17.0.6821 and it has no such problem.

Any advise?

24 Replies

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Employee Replied

9/8/2018 at 8:03 AM

Employee Post

Ng Cher Choon, can you open the browser console for any of the customers experiencing the issue? The console logging will show whether or not SignalR is running. You should see something like the follow screenshot. If SignalR is not working correctly, then the folders will not update.

Ng Cher Choon Replied

9/8/2018 at 6:07 PM

Robert, please note in our test, we sent two emails to both SM v16 and SM v17 from hotmail account.

On the same PC, we open one tab for SM v16 webmail and another tab for SM v17 webmail. The Inbox for SM v16 does not refresh for the new incoming mail whereas the Inbox for SM v17 refreshes for the new incoming mails. Hence this test shows that it is not the browser chrome problem.

In the Console for SM v17, it looks like this:

But in the Console of SM v16 browser, it is empty.

How can we resolve this quickly?

Ng Cher Choon Replied

9/9/2018 at 4:35 AM

We did a more detail check on the Chrome, we have this as shown:

What does that mean?

Employee Replied

9/9/2018 at 6:15 PM

Employee Post

Can you try stopping and restarting the IIS pool app associated with your SM16?

Michael Muller Replied

1/9/2019 at 9:40 AM

We are having the same issue with SM15.7. We just did the upgrade and now the browser no longer auto-shows new emails. I recycled the Application Pool, as suggested above, with no change.

Thanks

--- Montague WebWorks Powered by RocketFusion

Employee Replied

1/9/2019 at 2:33 PM

Employee Post

Michael, I'm assuming that you upgraded to the latest version on SM15? If so, from what minor version did you upgrade?

Michael Muller Replied

1/10/2019 at 7:09 AM

We upgraded to 15.7 on Friday, however some customers are now saying it's been doing this for more than just a few days.

--- Montague WebWorks Powered by RocketFusion

ScottF Replied

1/10/2019 at 8:39 AM

We upgraded from 15.7.6885 to 15.7.6915 and have the same problem. New messages do not appear in webmail until you refresh.

I did a test. I downgraded to 15.7.6885 and new messages appeared in webmail without a refresh. Then I upgraded back to 15.7.6915 and the problem came back.

This should be easy to reproduce. We reproduced with SmarterMail Enterprise and Free editions version 15.7.6915 on multiple servers.

Linda Pagillo Replied

1/10/2019 at 11:32 AM

I have a ticket open with SM support for the version 15x issue. I will let you guys know the outcome as soon as they respond back to me. Thanks.

Linda Pagillo Mail's Best Friend Email: linda.pagillo@mailsbestfriend.com Web: www.mailsbestfriend.com Authorized SmarterTools Reseller Authorized Message Sniffer Reseller

Matt Petty Replied

1/10/2019 at 12:01 PM

Employee Post

Hello,

Not sure if you got your reply yet. But we had a discussion earlier, this is one of our priorities to get this fixed. So we'll have an update with the fix once we find the resolution.

Matt Petty Senior Software Developer SmarterTools Inc. www.smartertools.com

Paul Blank Replied

1/10/2019 at 12:25 PM

Great to hear, Matt. I have a SM installation with 15.7.6821, and it does not have that issue. So I'll wait on that update.

Linda Pagillo Replied

1/10/2019 at 1:03 PM

Thanks Matt. I have been talking back and forth with Robert most of the morning. I sent him the logs he requested, but I have not yet heard back. I'm sure I will shortly. Thanks for the follow up :)

Linda Pagillo Mail's Best Friend Email: linda.pagillo@mailsbestfriend.com Web: www.mailsbestfriend.com Authorized SmarterTools Reseller Authorized Message Sniffer Reseller

digital.iway Replied

1/11/2019 at 2:01 PM

Linda, thanks for taking this on and I hope there is a fix soon.

Linda Pagillo Replied

1/11/2019 at 2:34 PM

My pleasure Mike. They gave me a build to fix this issue for SM 15x... http://www.smartertools.com/downloads/SmarterMail/CustomBuilds/15.7.6950.17928/SmarterMail15_Setup.exe. I'm going to install it this evening.

Linda Pagillo Mail's Best Friend Email: linda.pagillo@mailsbestfriend.com Web: www.mailsbestfriend.com Authorized SmarterTools Reseller Authorized Message Sniffer Reseller

Linda Pagillo Replied

1/14/2019 at 9:31 AM

Marked As Resolution

Hey guys... just an update... I installed this for my customer and it resolved the issue. Just wanted to let everyone know! Thanks again Matt and Robert for your help in getting us a fix. :)

Linda Pagillo Mail's Best Friend Email: linda.pagillo@mailsbestfriend.com Web: www.mailsbestfriend.com Authorized SmarterTools Reseller Authorized Message Sniffer Reseller

Paul Blank Replied

1/14/2019 at 10:16 AM

Thanks, Linda (and all)! Looking forward to hearing if there are any other issues that crop up associated with the custom build.

Linda Pagillo Replied

1/14/2019 at 11:29 AM

I will let you know if we see any issues. So far so good :)

Linda Pagillo Mail's Best Friend Email: linda.pagillo@mailsbestfriend.com Web: www.mailsbestfriend.com Authorized SmarterTools Reseller Authorized Message Sniffer Reseller

ScottF Replied

1/18/2019 at 8:09 AM

I'm not able to download 15.7.6956 from https://www.smartertools.com/smartermail/downloads#/download#legacy.

I keep getting version 15.7.6915. Also, I tried clearing my cache. Thanks.

Linda Pagillo Replied

1/18/2019 at 8:59 AM

Scott, did you try this link? http://www.smartertools.com/downloads/SmarterMail/CustomBuilds/15.7.6950.17928/SmarterMail15_Setup.exe This is the version with the fix for the problem in this thread.

Linda Pagillo Mail's Best Friend Email: linda.pagillo@mailsbestfriend.com Web: www.mailsbestfriend.com Authorized SmarterTools Reseller Authorized Message Sniffer Reseller

ScottF Replied

1/18/2019 at 9:08 AM

Hi Linda, Yes. I downloaded the custom build,15.7.6950, the other day and it fixed the problem. Today, I tried to download the new, official release, 15.7.6956, and could only download 15.7.6915.

Linda Pagillo Replied

1/18/2019 at 12:06 PM

Oh! I misunderstood.

Linda Pagillo Mail's Best Friend Email: linda.pagillo@mailsbestfriend.com Web: www.mailsbestfriend.com Authorized SmarterTools Reseller Authorized Message Sniffer Reseller

Paul Blank Replied

1/18/2019 at 1:20 PM

Many thanks to ST and those who have continued to report on issues with v15.7.x. It's been generally quite stable - indeed, very close to trouble-free - and more than acceptable to many admins/users.

Employee Replied

1/18/2019 at 3:49 PM

Employee Post

Scott, the link for the latest 15.7.6956 was still pointing to the 6915 release. It has been updating. Please try downloading again. Sorry for the inconvenience and confusion this has caused.

echoDreamz Replied

1/18/2019 at 6:27 PM

We have almost 10 tickets open for clients reporting this issue with SM 17 as well, however we are not able to reproduce anything on our end.

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