BETA - 100.0.7296.26289 - Unread Emails
Problem reported by Gareth - 2/4/2020 at 1:25 PM
Submitted
Users are reporting all emails in their mailbox keep going marked as unread.

SmarterMail Enterprise Version - 100.0.7296.26289

It seems regardless of protocol (IMAP, EWS, etc) and client (Outlook, Apple Mail, etc).

The same is visible in webmail and seems to be affecting all users.


12 Replies

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echoDreamz Replied
You may want to update. Your beta build is a bit behind. 
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Gareth Replied
Ok thanks, will give that a shot and feed back.
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Gareth Replied
So, it appears the update did resolve the issue with unread emails but now I've had a few users reporting issues that in their email clients no emails are displayed since 23rd Jan.

However, if I look at webmail, I can see them all okay.
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echoDreamz Replied
We had this happen to, the only fix was to remove the profile from whatever email client they are using and add it back.
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Alex Clarke Replied
Gareth, are the emails available in webmail?
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Gareth Replied
Hi All,

Sorry looks like I made an error in my comment, the emails between 23rd Jan and yesterday are not showing in webmail either.

New emails are being delivered.

Cheers,

Gareth
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Alex Clarke Replied
We had a similar issue with one of the beta builds and had to rebuild loads of users' folders in order to restore the emails.

Warning: When rebuilding folders you'll lose the read/unread, replied/forwarded and flagged status of these emails.

Our issue saw certain users' folders lose all emails. The GRP files were present on the server, so we knew the data was there. We moved new emails to a new folder (via webmail) and then rebuilt the affect folder. Once this was done we moved the emails back to their original location.

This prevented the issue mentioned in my warning from affecting any new emails.
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Gareth Replied
Thanks Alex, I’ve had a look and there are no grp files, it’s like they’ve all been deleted.

I think the 23rd Jan was when I first installed the 7296 and know for definite 7338 was installed on 4th Feb - there is not a single grp file on my entire server from 24th Jan to 3rd Feb.

I’ve now lost a customer due to this and am desperate to get a resolution, and appreciate any help that can be provided.
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Gareth Replied
Coincidentally this was the period I had the unread emails issue too.
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Alex Clarke Replied
I suspect we lost some GRP files too, when testing an earlier version of the beta. Luckily most of the files were there and we were able to rebuild any broken folders.

Do you have any backups?

Also, has your SM service crashed? Ours was crashing every 10 minutes and I suspect this caused the issues (with broken folders and missing GRP files). 
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Gareth Replied
Thanks Alex,

I’ve not seen evidence of crashing, the service seemed to stay up and be stable.

I was running snapshots on the volumes, but like a true doughnut inadvertently stopped it and don’t have the period in question.

I think I may have to bite the bullet and start grovelling to my customers, now the snapshots are running again  have something to fall back to if it happens again.

Just need to get importing from Exchange 13 migration running now - hopefully that’s now working.


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Robert Emmett Replied
Employee Post
We are looking into Gareth's issue via a ticket. We'll update this thread with what we find.
Robert Emmett
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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