[Beta 7398] IMAP Sync Issues
Problem reported by kevind - 4/8/2020 at 6:09 AM
Resolved
Here's a problem we've noticed in version 17 (I know you don't call it that, but it's easier than referring to a build #).

When using an email client, like Thunderbird, with IMAP, the messages do not stay in sync. You could have 10 messages in Inbox, then delete 1, and now there are 8 messages in Inbox.  Go into webmail, there are 9 messages.  Close email client and reopen, back to 9 messages.

There are other sync failures as well, like sometimes the message is read, but it shows up unread in email client. Sometimes you are on one message, but the preview is for another.

These things occur in both the release version of 17 and the current beta.  Does not occur in v15.

Thanks,
Kevin

9 Replies

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1
Josh Pickering Replied
Employee Post
Hello Kevin,

I am sorry to hear that you are having an issue with this. I have added this to our list of bugs to work on. If you could, would you please PM me an affected account so that I can begin testing to fix this? If you don't have an account that is small enough to PM me, I can send you a way to get me the files. Thank you in advance.
Josh Pickering
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
2
kevind Replied
Josh, thanks for the reply. I think you should be able to duplicate if you set up Thunderbird and make an IMAP connection to one of your existing SM17 mailboxes. But if you don't have something, we can set up a mailbox for you.

Another characteristic of this problem is that it will still display a message that's been deleted.

Here's an idea to help exaggerate the problem.  Set up a 2nd client with IMAP to the same mailbox. Seems like SM gets confused if you have two clients accessing the same mailbox.

Kevin
0
Josh Pickering Replied
Employee Post
Hello Kevin,

Unfortunately even with syncing existing accounts (on multiple clients) on my side, the accounts sync over successfully. Does this seem to be an account specific issue or is it affecting everyone on your server? Is it only an issue in thunderbird? Can you sync other places ok?
Josh Pickering
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
1
kevind Replied
Josh, using Thunderbird version 68.6.0. Have 10 IMAP mailboxes set up using different mailboxes on SM15, Gmail, etc.  Only happens with v17 mailboxes.

Here's how to duplicate: have 20 messages in Inbox, then delete a couple messages, send yourself a few new ones, etc. Use the mailbox throughout the day and you should notice how it gets out of sync, shows previews of the wrong message, etc.

From the release notes, looks like there were some big IMAP changes from 15 to 17. Maybe this thread where folders don't sync is related?

Kevin
1
Tim Uzzanti Replied
Employee Post
We are unable to duplicate the issues using your steps or us trying a variety of clients attached to accounts and sending thousands of messages while chasing flags and deleting messages etc.  We can't duplicate any bad behaviors.  If you would like us to test further, we would need an account exhibiting the behavior.

The new sub folder not showing up in Thunderbird was reproducible.  Thunderbird does act differently with subscriptions to folders.
Tim Uzzanti
CEO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Tim Uzzanti Replied
Employee Post
Kevin,

Do you want to send info on this?
Tim Uzzanti
CEO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
1
kevind Replied
I do, but was trying to find steps to make it easy to reproduce. What do you need?  Username, password, & mail server?

We've duplicated the problem on different PCs (Win7 & Win10). Same Thunderbird installation with other mailboxes (SM15, gmail, etc.) works fine. Clean install of v17, but haven't updated to last week's build yet.

The most common issue is when deleting/moving messages, it shows a preview for the wrong message.
1
Tim Uzzanti Replied
Employee Post
I will have Josh open a ticket with you.
Tim Uzzanti
CEO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
3
kevind Replied
Marked As Resolution
After more testing, Thunderbird 68.7 still exhibited the strange IMAP refresh issue on several PCs, even with latest version of SM (#7415). Even tried deleting the account and re-adding in Thunderbird.

But when we created a brand new Thunderbird profile on the PC, then created the mail account, it worked! So somehow it seems to be related to existing profiles. Strange, because we could add a SM15 mailbox and it worked fine.

So for now, you can mark this as a strange Thunderbird IMAP sensitivity issue. Creating a new profile seems to resolve it. Thanks!

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