Hello Lennart, 

I would suggest making sure that your POP logs are set to detailed and see if there is a better error message there to see what needs to be done to resolve the issue? 

Thank you

Hello Tony,

Thanks.

Our settings for POP logs are detailed.

[2022.07.12] 08:40:12 [xx.xxx.xx.xx][57042148] connected at 7/12/2022 8:40:12 AM

[2022.07.12] 08:40:12 [xx.xxx.xx.xx][57042148] CAPA

[2022.07.12] 08:40:12 [xx.xxx.xx.xx][57042148] USER jan@xxxxxxxxxxxxxxx.com

[2022.07.12] 08:40:12 [xx.xxx.xx.xx][57042148] PASS XXXX

[2022.07.12] 08:40:12 [xx.xxx.xx.xx][57042148] jan@xxxxxxxxxxxxxxx.com logged in

[2022.07.12] 08:40:12 [xx.xxx.xx.xx][57042148] STAT

[2022.07.12] 08:40:12 [xx.xxx.xx.xx][57042148] +OK 45 11412789

[2022.07.12] 08:40:12 [xx.xxx.xx.xx][57042148] UIDL

[2022.07.12] 08:40:12 [xx.xxx.xx.xx][57042148] uidl list given for 45 messages

[2022.07.12] 08:40:12 [xx.xxx.xx.xx][57042148] LIST

[2022.07.12] 08:40:12 [xx.xxx.xx.xx][57042148] list response given with 45 messages. 

[2022.07.12] 08:40:12 [xx.xxx.xx.xx][57042148] RETR 23

[2022.07.12] 08:40:12 [xx.xxx.xx.xx][57042148] retr completed for message 23

[2022.07.12] 08:40:12 [xx.xxx.xx.xx][57042148] disconnected at 7/12/2022 8:40:12 AM

I guess number 23 is one of the emails that is the culprit.

After removing email with "Potentially dangerous scripts"

[2022.07.12] 08:45:03 [xx.xxx.xx.xx][57622907] connected at 7/12/2022 8:45:03 AM

[2022.07.12] 08:45:03 [xx.xxx.xx.xx][57622907] CAPA

[2022.07.12] 08:45:03 [xx.xxx.xx.xx][57622907] USER jan@xxxxxxxxxxxxxxx.com

[2022.07.12] 08:45:03 [xx.xxx.xx.xx][57622907] PASS XXXX

[2022.07.12] 08:45:03 [xx.xxx.xx.xx][57622907] jan@xxxxxxxxxxxxxxx.com logged in

[2022.07.12] 08:45:03 [xx.xxx.xx.xx][57622907] STAT

[2022.07.12] 08:45:03 [xx.xxx.xx.xx][57622907] +OK 41 11076870

[2022.07.12] 08:45:03 [xx.xxx.xx.xx][57622907] UIDL

[2022.07.12] 08:45:03 [xx.xxx.xx.xx][57622907] uidl list given for 41 messages

[2022.07.12] 08:45:03 [xx.xxx.xx.xx][57622907] LIST

[2022.07.12] 08:45:03 [xx.xxx.xx.xx][57622907] list response given with 41 messages. 

[2022.07.12] 08:45:03 [xx.xxx.xx.xx][57622907] RETR 22

[2022.07.12] 08:45:03 [xx.xxx.xx.xx][57622907] retr completed for message 22

[2022.07.12] 08:45:03 [xx.xxx.xx.xx][57622907] RETR 23

[2022.07.12] 08:45:03 [xx.xxx.xx.xx][57622907] retr completed for message 23

[2022.07.12] 08:45:03 [xx.xxx.xx.xx][57622907] RETR 24

[2022.07.12] 08:45:03 [xx.xxx.xx.xx][57622907] retr completed for message 24

Etc. for message 25-38

[2022.07.12] 08:45:08 [xx.xxx.xx.xx][57622907] RETR 39

[2022.07.12] 08:45:08 [xx.xxx.xx.xx][57622907] retr completed for message 39

[2022.07.12] 08:45:08 [xx.xxx.xx.xx][57622907] RETR 40

[2022.07.12] 08:45:08 [xx.xxx.xx.xx][57622907] retr completed for message 40

[2022.07.12] 08:45:08 [xx.xxx.xx.xx][57622907] RETR 41

[2022.07.12] 08:45:11 [xx.xxx.xx.xx][57622907] retr completed for message 41

[2022.07.12] 08:45:15 [xx.xxx.xx.xx][57622907] QUIT

[2022.07.12] 08:45:15 [xx.xxx.xx.xx][57622907] disconnected at 7/12/2022 8:45:15 AM

Hello, 

Looks like it, Can you pull up the pop logs for the connecting client? See if there is an error message there that is more descriptive?  

Thank you

Hi,

Unfortunately, I do not have the opportunity to do so.

But I can add that he also has an iPad (with IMAP) and it has worked ok all the time.

Could it be that his mac computer has an antivirus program that responds and blocks the download with POP when it hits a suspicious email?

Hello Lennart. 

If this issue is only occurring on the one device and works for the same account on other machines then it is most likely something on the machine or in the client. An AV could be the culprit. 

You can try disabling the AV to see if this resolves the issue. You can also remove and re add the account to see if a clean install will resolve the issue. 

Thank you

It turns out that a completely different customer is also having the same problem. They use Mac and have Kaspersky antivirus.

When I look in their inbox, I find some emails with the text:

I have a Windows 10 laptop with ESET antivirus (very good).

When I click Allow scripts, the warning text disappears, but my anti-virus program does not respond.

In the email there is also a link to view the email in the browser.

I click on the link and get the email in the browser.

My antivirus program is not responding.

Is something in Smartermail reacting incorrectly?

Hey Lennart, 

Thanks for reaching out again. This doesn't sound like a SmarterMail issue. The way that POP works is that it downloads the emails as is from the SmarterMail server and then displays them in the email client. While IMAP is a 2-way sync POP is only a one-way sync. So your antivirus hiding the text is a client-side problem sadly. 

Please let me know if you have any questions. 

Kind Regards, 

Thanks Zach,

The email was ok, no virus.

My conclusion was that my antivirus software (ESET) saw the email as ok, while the customer's antivirus software (Kaspersky) mistakenly saw the email as suspicious and therefore blocked the download.

Could that be the answer to the problem?

Hey Lennart, 

That certainly could be. I would recommend reporting this issue to the antivirus vendor maybe this is a bug they can fix. For the time being, I would recommend disabling the email scanning. 

Kind Regards,