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MAPI - Replying to a message makes it disappear
Problem reported by Stefano - 1/27/2021 at 1:56 AM
Resolved
Hi guys,

sometimes when I reply to a message, it disappears from my inbox folder in Outlook, but it remains present in my webmail.
The only way to make it back is deleting my OST / account / profile, making it resync from zero.
Is there anyone else experiencing this same bug?
I'm running on the latest build - 7692
Thanks.

Stefano

21 Replies

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0
Mike Mulhern Replied
1/27/2021 at 3:50 PM
Hi Stefano---
We have experienced the same problem.  Are you using MAPI?  I have had this occur with users via MAPI to Outlook 2016/2019.  

I have a ticket in since before Christmas and have gone back and forth with SM a few times.  In my opinion this needs to be fixed ASAP as disappearing messages makes user's questions the integrity of the email data.

Currently I am using a hotfix build (7688) and the suggestion was to resync the accounts losing emails from zero.  Unfortunately the hotfix appears to prevent re-connecting accounts through MAPI so I am waiting on information about that issue.
0
Stefano Replied
1/28/2021 at 10:36 AM
I've resynced my account, but before doing it, I've deleted everything releated to MAPI from my webmail (under SETTINGS -> CONNECTIVITY)
I will see if I'll have this bug again ;)
0
Jerry Bucci Replied
1/28/2021 at 4:10 PM
I have experienced the same issue in Outlook 2019. Here's a simpler solution to make the email reappear in Outlook until the issue is fixed.

Using Webmail move the email to another folder and back again. The email should show again in Outlook.
1
Mike Mulhern Replied
1/29/2021 at 5:12 AM
While it's nice to have a work-around this is a poor substitute to actually solving the problem.  If the service is advertised to work with MAPI it needs to work with MAPI.  

I completely understand that there will be bugs but once Smartermail has all of the error information the bug needs to be addressed and fixed in a reasonable amount of time.  Especially when data is just 'disappears' from the user's perspective.
6
Andrea Free Replied
3/11/2021 at 2:55 PM
Employee Post
Hi everyone,

I wanted to let you know that the development team believes they have found a resolution to the disappearing emails in Outlook MAPI. This fix will be included in the next release of SmarterMail which is tentatively scheduled for March 15th. 

Thank you, 
Andrea Free SmarterTools Inc. 877-357-6278 www.smartertools.com
5
echoDreamz Replied
3/11/2021 at 4:48 PM
Glad to see a release at the beginning of the week :)
1
Robert Mathias Replied
3/12/2021 at 9:02 AM
We have just seen a couple of users with the same problem that I was just about to report, pleased to see the team is on top of this.Thank you.
1
Gabriele Maoret - SERSIS Replied
3/16/2021 at 9:40 AM
News on this?

Andrea wrote:
This fix will be included in the next release of SmarterMail which is tentatively scheduled for March 15th.  
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
2
Larry Duran Replied
3/17/2021 at 7:32 AM
Employee Post
It will still be in the next release, which is now looking to be at the end of this week.
Larry Duran Software Developer SmarterTools Inc. (877) 357-6278 www.smartertools.com
0
Gabriele Maoret - SERSIS Replied
3/17/2021 at 11:44 AM
ok
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
0
Matthew Titley Replied
3/18/2021 at 7:34 AM
This might be slightly off topic but just today I had a customer mention this exact problem but they're on IMAP. Server is on build 7719. Customer on Outlook 2016 volume license. Can ST chime in if this issue is known to be limited to MAPI only?
1
Larry Duran Replied
3/18/2021 at 8:09 AM
Employee Post
This particular MAPI issue would only affect MAPI clients.  If you are having a similar issue with IMAP I would suggest starting a ticket for us to look into further.
Larry Duran Software Developer SmarterTools Inc. (877) 357-6278 www.smartertools.com
1
Nico Replied
3/25/2021 at 7:09 PM
Can you confirm if this was fixed in 7751?
0
Gabriele Maoret - SERSIS Replied
3/26/2021 at 12:33 AM
Can you confirm if this was fixed in 7751-7753? 

I can't find it in the changelog...
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
2
Employee Replied
3/29/2021 at 11:38 AM
Employee Post
@Nico / @Gabriele, the fix was in the 7751 build, but we delayed adding the release notes until we had final confirmation from a couple of tickets/customers. This was recently confirmed and added the to the 7751 Build release notes.
0
Gabriele Maoret - SERSIS Replied
3/29/2021 at 11:27 PM
Good to know!
THX
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
0
Gabriele Maoret - SERSIS Replied
3/30/2021 at 7:43 AM
P.S.: Please, don't do this with the changelog!!!!

IT's really better if we can see what is updated... Maybe you can advise an update like here (so we can notice it...):

  • UPDATE 29 March 2021 - Fixed: Replying/forwarding a message with Outlook (MAPI) causes the original message to disappear.
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
0
Ionel Aurelian Rau Replied
4/1/2021 at 4:28 AM
I don`t get it - is there a new build from 29th of March 2021? Because the last build I can find is Build 7753 (Mar 24, 2021).
If this was indeed a problem and was fixed, we`d very much like that build as well, thank you.
0
Gabriele Maoret - SERSIS Replied
4/1/2021 at 4:31 AM
Ionel, they said that it was fixed in 7751, but they waited to declare the fix until the customers with an open ticket confirm it
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
0
Gabriele Maoret - SERSIS Replied
4/1/2021 at 4:32 AM
so it is fixed in 7751 and upper releases
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
1
Ionel Aurelian Rau Replied
4/1/2021 at 5:46 AM
OK, sorry, totally misread this.. Then I`m glad it was already solved and we have the build installed.
Thank you!
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