SM 7537 - New errors in IMAP logs
Problem reported by Sébastien Riccio - 8/23/2020 at 1:21 AM
Resolved
Hello,

Since I've updated our production rig to the latest build, I've noticed my eMClient was getting intermittant IMAP errors, so I've checked the IMAP logs and found out there are now plenty of these for many different IPs:

[2020.08.22] 21:44:12.539 [92.x.123.227][65888999] connected at 22.08.2020 21:44:12
[2020.08.22] 21:44:14.056 [92.x.123.227][65888999] Exception: (PooledTcpItem.cs) Sequence contains no elements
[2020.08.22] 21:44:14.067 [92.x.123.227][65888999] StackTrace:    at System.Linq.Enumerable.Max(IEnumerable`1 source)
[2020.08.22] 21:44:24.165 [92.x.123.227][65888999] disconnected at 22.08.2020 21:44:24
I've checked the logs before the update and these aren't present, so this seems new, and maybe related to the intermittent failures I have in emClient (and maybe other customers too then?)

In the changelog I see there were changes around IMAP:

Fixed: IMAP users get "Failed to update headers" error when syncing to Outlook 2010.
Could it be related?

EDIT: Here we are, some customers opened tickets this morning, claiming mails before a certain date have disappeared. They use IMAP so that might be linked to the issue. The mails are present in the webmail.

I've downgraded to previous build and the intermittent errors are now gone on my eMClient. Let's see if our customers find their mail again in their client.

EDIT2:
Bonus info, Log from eMClient when the problem happens:

23.08.2020 10:06:41	account@mymail.ch IMAP Synchronizing folder '/Archive'
23.08.2020 10:07:42	MailClient.Accounts.ConnectionException: Server did not respond in 00:01:00
23.08.2020 10:07:42	 ---> System.TimeoutException: Server did not respond in 00:01:00
23.08.2020 10:07:42	   at MailClient.Imap.Base.Extensions.CopyToAsyncWithTimer(Stream source, PipeWriter writer, TimeoutTimer timer, ITaskSource readDemandSource, CancellationToken cancellationToken)
23.08.2020 10:07:42	   at MailClient.Imap.Base.TransportPipe.StartReading(Stream stream, CancellationToken token)
23.08.2020 10:07:42	   at System.IO.Pipelines.PipeCompletion.ThrowLatchedException()
23.08.2020 10:07:42	   at System.IO.Pipelines.Pipe.GetReadResult(ReadResult& result)
23.08.2020 10:07:42	   at System.IO.Pipelines.Pipe.GetReadAsyncResult()
23.08.2020 10:07:42	   at System.IO.Pipelines.Pipe.DefaultPipeReader.GetResult(Int16 token)
23.08.2020 10:07:42	   at MailClient.Imap.Base.Extensions.<>c__DisplayClass30_0.<<ReadLineAsync>g__SlowAsyncPath|1>d.MoveNext()
23.08.2020 10:07:42	--- End of stack trace from previous location where exception was thrown ---
23.08.2020 10:07:42	   at MailClient.Imap.Base.Connection.ReceiveAsync()
23.08.2020 10:07:42	   --- End of inner exception stack trace ---
23.08.2020 10:07:42	   at MailClient.Protocols.Imap.ImapActionCommand.ExecuteInternalSync(WorkerStatus status)
23.08.2020 10:07:42	   at MailClient.Protocols.Imap.ImapActionCommand.Execute(WorkerStatus status)
23.08.2020 10:07:42	   at MailClient.Commands.Command.Process(WorkerStatus status)
23.08.2020 10:07:42	--- End of stack trace from previous location where exception was thrown ---
23.08.2020 10:07:42	   at MailClient.Protocols.Imap.ImapAccount.SynchronizeIntAsync(Boolean forced)
23.08.2020 10:07:42	   at MailClient.Protocols.Common.SynchronizableMailAccount.<>c__DisplayClass6_0.<<SynchronizeAsync>b__0>d.MoveNext()
23.08.2020 10:07:42	MailClient.Accounts.ConnectionException: Server did not respond in 00:01:00
23.08.2020 10:07:42	 ---> System.TimeoutException: Server did not respond in 00:01:00
23.08.2020 10:07:42	   at MailClient.Imap.Base.Extensions.CopyToAsyncWithTimer(Stream source, PipeWriter writer, TimeoutTimer timer, ITaskSource readDemandSource, CancellationToken cancellationToken)
23.08.2020 10:07:42	   at MailClient.Imap.Base.TransportPipe.StartReading(Stream stream, CancellationToken token)
23.08.2020 10:07:42	   at System.IO.Pipelines.PipeCompletion.ThrowLatchedException()
23.08.2020 10:07:42	   at System.IO.Pipelines.Pipe.GetReadResult(ReadResult& result)
23.08.2020 10:07:42	   at System.IO.Pipelines.Pipe.GetReadAsyncResult()
23.08.2020 10:07:42	   at System.IO.Pipelines.Pipe.DefaultPipeReader.GetResult(Int16 token)
23.08.2020 10:07:42	   at MailClient.Imap.Base.Extensions.<>c__DisplayClass30_0.<<ReadLineAsync>g__SlowAsyncPath|1>d.MoveNext()
23.08.2020 10:07:42	--- End of stack trace from previous location where exception was thrown ---
23.08.2020 10:07:42	   at MailClient.Imap.Base.Connection.ReceiveAsync()
23.08.2020 10:07:42	   --- End of inner exception stack trace ---
23.08.2020 10:07:42	   at MailClient.Protocols.Imap.ImapActionCommand.ExecuteInternalSync(WorkerStatus status)
23.08.2020 10:07:42	   at MailClient.Protocols.Imap.ImapActionCommand.Execute(WorkerStatus status)
23.08.2020 10:07:42	   at MailClient.Commands.Command.Process(WorkerStatus status)
23.08.2020 10:07:42	--- End of stack trace from previous location where exception was thrown ---
23.08.2020 10:07:42	   at MailClient.Protocols.Imap.ImapAccount.SynchronizeIntAsync(Boolean forced)
23.08.2020 10:07:42	   at MailClient.Protocols.Common.SynchronizableMailAccount.<>c__DisplayClass6_0.<<SynchronizeAsync>b__0>d.MoveNext()
It seems that with latest build imap throws an exception and doesn't reply back to the client, so the client timeouts waiting 1 minute for an answer.

EDIT3: Customers confirmed that the downgrade fixed the problem and that their e-mails re-appeared in their IMAP clients.


Sébastien Riccio
System & Network Admin

16 Replies

Reply to Thread
1
Ronald Raley Replied
Same.  Downgraded to Build 7523.  Fixed.
2
Sébastien Riccio Replied
Fix something, break another one. :/
Sébastien Riccio
System & Network Admin

2
Juan Lai Replied
same here..
outlook reported  0x800CCC0F error with IMAP
1
Ryan Wittenauer Replied
Experiencing same issue, IMAP users in Outlook are triggering that Sequence error in logs. Only started after upgrade.
3
Robert Emmett Replied
Employee Post
Thank you for reporting this issue. We have been able to replicate the issue and should have a hot fix available shortly.
Robert Emmett
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Ryan Wittenauer Replied
Anyone here get the hotfix? We did and a new problem we have is that users with Outlook using IMAP don't seem to be able to pull in new messages unless they switch folders. No errors in outlook itself and nothing popping out in logs. Tested resetting the account up in Outlook, no help. Tested multiple ports as well.

Already have a ticket in, just want to see if anyone else is experiencing this.
0
Ronald Raley Replied
No hotfix for us yet.  We did not put in a support request.
0
dean brown Replied
We are experiencing the Outlook issue as well (new mail not showing up unless they switch folders)
0
Robert Emmett Replied
Employee Post
@Dean, do you have IDLE enabled in Sys Admin > Settings > Protocols > IMAP?
Robert Emmett
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
dean brown Replied
No, it is off

0
Patrick Mattson Replied
I was also having this issue and a lot of complaints today.

I have also seen a huge spike in my CPU. I went from a daily average of about 8% to 30-40+% after the upgrade.

Is it easy to get an older version?
0
Robert Emmett Replied
Employee Post
@Patrick and @Dean, if you contact support they can provide a hotfix (Build 7542) that has been working for a number of other customers.
Robert Emmett
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Patrick Mattson Replied
I created a ticket.

Guessing I will not get the patch tonight so I am going to look for an old version.

Did get a reply from support but he wanted RDP access.
1
Stephan Hafner Replied
Same Problem.
PLS!!! Post the hotfix here.
Thx
Stephan
0
Patrick Mattson Replied
Got a fix, trying it. My CPU is still 16% higher but it is down a bit.

Should the IMAP idle setting be enabled or disabled?
0
Robert Emmett Replied
Employee Post
@Patrick, there is a new public build being published today. It has some RAM and CPU optimizations caused by verbose, debug logging specifically in the IMAP area. It should help some.
Robert Emmett
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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