Can't Delete emails in Outlook 2019
Problem reported by russell - 9/20/2019 at 2:30 PM
Resolved
I have just installed Outlook 2019 and find I cannot delete any emails.  Searched and found an answer - in IMAP settings I have to set the option "Mark items for deletion but don't remove them automatically".  The post also said that the problem can be fixed by updating to the latest version of Smarter Mail.  I have done that, but it hasn't fixed the problem.  Is this a Smarter Mail problem with Outlook 2019?

9 Replies

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1
Shayne Embry Replied
I am finding a similar problem with my Pixel (original version). I have multiple SM accounts configured to use IMAP through the native email app. Since upgrading to SM17 yesterday when I delete email from my Inboxes the messages reappear. I'm not having this problem with IMAP accounts on Outlook on my Dell (still happily using Outlook 2010). Neither am I having the problem with my Gmail hosted accounts on the Pixel.

On top of that I can't access the Trash folder for any IMAP account from my Pixel. I believe this to be the real problem, as any attempt to delete a message results in the phone not being able to place it in the appropriate location and puts it back in the Inbox.
0
neena mn Replied
I have just installed Outlook 2019 and find I cannot delete any emails.  Searched and found an answer - in IMAP settings I have to set the option "Mark items for deletion but don't remove them automatically".  The post also said that the problem can be fixed by updating to the latest version of Smarter Mail. app I have done that, but it hasn't fixed the problem.  Is this a Smarter Mail problem with Outlook 2019?

Sometimes, emails can get stuck in your Inbox, Outlook or Sent Items folder and you are not allowed to move or delete them, while Outlook reports an “unknown error”. ... If you are unable to delete only some emails (while others get deleted just fine), then your Outlook data file might be corrupted.
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Andrea Rogers Replied
Employee Post
HI Russell, 

I'm not aware of any known issues with SmarterMail and Outlook 2019. If you're still experiencing this issue, I'd encourage you to submit a ticket to our support team by logging in here: https://www.smartertools.com/account#/support

Andrea Rogers
SmarterTools Inc.
877-357-6278

www.smartertools.com

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russell Replied
Issue still happens.  The only way around the problem is to go into imap settings and se
 - mark items for deletion but don't move
 - purge items when switching folders
 Then items don't ever go to deleted messages - items in the inbox get purged immediately when you hit the delete button, in other folders a line is put through the item, and when you move folders they get purged.
This is not unique to me - I have had lots of customers complain the same and this is the only solution.
Outlook 2013 works fine - it is only outlook 2019 that has this issue
1
Andrea Rogers Replied
Employee Post
Hi Russell, 

I'm sorry for the delay in getting back to you! I've created a support ticket out of this thread so we can troubleshoot these issues you're having. 

Andrea Rogers
SmarterTools Inc.
877-357-6278

www.smartertools.com

0
Josh Pickering Replied
Employee Post
Hello Russell,

I wanted to give this thread a quick update. We did figure out the issues behind this problem. The most recent BETA build has a fix for one of the two issues we found. There was a UID validation issue (in rare cases) with IMAP that would not affect any other protocol. This is what was causing the majority of the issues seen. The provided account we tested on was also struggling to find a message (also specifically in IMAP) that had a trouble finding the correct GRP in very very rare circumstances. We are working on a fix for this issue that should be out in the next couple builds. I will update here when that fix is in place.
Josh Pickering
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
1
russell Replied
Marked As Resolution
Thanks to the team at SmarterMail - specially Kyle.  It has been a really difficult fault to replicate and only your persistence and willingness to go above and beyond has enabled this to be fixed.

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Josh Pickering Replied
Employee Post
Just an update on the secondary issue here. It looks like the secondary issue we found was probably due to our testing and not something necessarily wrong with the account. As of now, we did get Russels account up and working. I will update if anything changes.
Josh Pickering
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
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Kyle Kerst Replied
Employee Post
Very welcome Russell, always happy to lend a hand!
Kyle Kerst
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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