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All emails disappear from a folder and all subfolders immediately after the folder is renamed.
Problem reported by Mr Unique - 8/3/2021 at 8:09 PM
Submitted
We are experiencing a serious problem where all emails within a folder (and any subfolders of the folder) disappear when the folder is renamed.

In our case the folder name was changed from 'Bank' to 'Bank (my)'.

We can confirm that a global advanced search for emails that were known to exist in the folder and its sub-folders now produces no results for any of the missing emails (we were hoping it was just an indexing issue).

We are on SmarterMail Enterprise Build 7879 (Jul 28, 2021).

Help!          

4 Replies

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Several questions :
1) Does it do this all of the time, or only with special characters in the folder name ? (like the parentheses) Or does it only do it with parentheses ?

2) Have you looked at the server data directory content directly ?
Is the data still there, did it happen to create a new folder and simply not move everything into the new folder ? If the data is still on the server you can likely reverse this.

www.HawaiianHope.org - Providing technology services to non profit organizations, low income families, homeless shelters, clean and sober houses and prisoner reentry programs. Since 2015, We have refurbished over 11,000 Computers !
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Mr Unique Replied
Thank you Curtis,

We managed to recover the content from the server files....however it seems pretty clear that the bug is real and therefore folders cannot be safely renamed until ST releases a fix for this.

It's just lucky that this was an internal user on SM17.
Unfortunately another reason to be glad that our thousands of paying customers are all still on SM15.

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So what exactly did it do ?  Create a new folder but not move content or what happened ?
www.HawaiianHope.org - Providing technology services to non profit organizations, low income families, homeless shelters, clean and sober houses and prisoner reentry programs. Since 2015, We have refurbished over 11,000 Computers !
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Kyle Kerst Replied
Employee Post
I recommend submitting a ticket on this with full replication steps and version details. If this is a bug we should be able to replicate it here and get it escalated to development. Thanks, and have a good one!
Kyle Kerst IT Coordinator SmarterTools Inc. www.smartertools.com

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