Corrupt Mail Folders
Problem reported by Leo Novelli - August 29 at 11:51 AM
Submitted
RE: SM Enterprise 100.0.7125

We have a user which has multiple email folders (14). When they login to the SM WebMail system all 14 of the folders are listed. However, when they click on the folders all they get is the "Loading ..." message and no emails appear. This is true for all folders except their "Inbox" and "Junk Email" folder which are working. Also, when they setup their account within an email client using IMAP, the only folders which show up are their "Inbox" and "Junk Email" (the same folders which work in WebMail).

It seems as if their other folders or a configuration file is corrupt. Is there a procedure to have SM rebuild them?

Attached are screenshots of the file structure and what the WebMail system sees.

6 Replies

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2
Rose Karl Replied
Employee Post
Hi Leo,

I noticed there are folders nested under the inbox.  It's recommended to move those to Root instead.  Could you adjust the folders and provide feedback as to any changes?

Thanks,
0
Kyle Kerst Replied
Employee Post
Hello and good afternoon, I'm sorry to hear you're having these issues. I believe the mail index in these folders is likely corrupt. Not to worry though, we can get that resolved pretty easily in most cases. Can you give this a shot?

1. Stop the SmarterMail system service. 
2. Navigate into each of the affected folders and delete the mailbox.cfg file found there. Repeat these steps in every folder that won't currently load. 
3. Start the SmarterMail system service. 
4. Clear your browser cache/cookies and log in to the mailbox again to confirm whether or not the issue has been resolved. 

If that doesn't help you may need to get a support ticket submitted so we can take a closer look at this. Additionally, as Rose pointed out above it is typically recommended you keep folders at the root, rather than beneath the Inbox directory. Inbox nesting can cause synchronization issues on mobile devices and a variety of other strange behaviors in some cases. Moving those would involve a process very similar to the one above, but we can advise you on that if the steps above don't do the trick. Let us know how you make out :)

Kyle Kerst
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Leo Novelli Replied
Unfortunately deleting the mailbox.cfg files did not resolve the issue. In order to get the user back up and running we created a new temporary user and then followed the instructions here (https://portal.smartertools.com/kb/a2741/restore-a-mailbox.aspx) to move messages from the corrupted user to the new temporary user. Once all mail files (*.grp) were copied over we deleted the corrupted user and then renamed the temporary user to the original name of the corrupted/deleted user. We then restarted SM.
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Kyle Kerst Replied
Employee Post
Thanks for following up on this Leo. I'm sorry to hear that process didn't help, but happy to hear you were able to get this resolved. Do you see these issues happen often, or was this more of a one off?
Kyle Kerst
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
1
Leo Novelli Replied
We've been running SM Enterprise for years on a 1000 user license and have never seen this issue before yesterday. So, it is definitely a one off.
0
Kyle Kerst Replied
Employee Post
Thats good to hear! If it does happen to pop up in the future please don't hesitate to reach out. Have a good one!
Kyle Kerst
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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