We’ve used EmClient for our business for about 12 years, unfortunately despite having a PRO licence we are not getting any replies regarding a rather urgent issue! Hope someone here can help!
We notice emails coming in from the notifications on our laptops (the sound and popup) but when we check inbox or search for that email it has disappeared. This happens several times daily. Checked every folder and subfolder etc no sign of the emails anywhere.
We have version 9.
Any help much appreciated!
We notice emails coming in from the notifications on our laptops (the sound and popup) but when we check inbox or search for that email it has disappeared.
If you have upgraded to eM Client V10 and chosen the recommended option, then your missing inbox emails “could be in other Inbox Category Tabs” and not your Primary Inbox.
In V10 by default unless you disable it, new emails depending on the type of email gets sorted into various Inbox Tabs such as Primary, Other, Promotions, Social, Updates etc.
So when you are in the Inbox or All Inboxes “if Categories are enabled”, you will see a heading “Primary” at the top and either one or more other tabs to the right of that depending on the type of account you have. If a new email then goes in a different Category Inbox than you want, then just drag it to the Category tab you want where you will then get a confirmation prompt appear for future emails.
Example Inbox Categories enabled for a Gmail account below showing 3 new emails “only under the Social tab”. New unread emails in non primary tabs will also show in the “Unread global unified” folder under Favourites at the top left.
If you want to disable Categories in V10 as prefer all emails in your Primary Inbox, then go to “Menu / Settings (Preferences) / Mail / Categories” and disable Show Categories. Then save and close.
Thanks so much for the info, but no that’s not it I’m afraid, we still have version 9 and I’ve already tried every subfolder etc possible.
Thanks so much for the info, but no that’s not it I’m afraid, we still have version 9 and I’ve already tried every subfolder etc possible
Then could be an “automatic custom rule” setup in eM Client that is moving new emails to a specific folder, or a rule possibly setup in the blacklist automatically moving new email to the bin / trash after it arrives.
So go the “Menu / Rules” (Pc) or “Tools / Rules” (Mac) and “dblclick any custom rules” you might have setup in there to view them.
Also if you see a blacklist, dblclick that as well to view inside it. You could also for a test “completely disable / uncheck everything in rules” and see if the emails then show up in your Inbox.
Now if there is no rules setup to automatically move mail to folders and no blacklist showing and rules causing it and “disabling all rules makes no difference”, then close eM Client and go online and see if new emails also dissapear after they arrive. If they “do also dissapear online”, go into your online mailbox filters to see why as will be then a mailbox problem.
However if your emails “dont dissapear online”, and stays in your Inbox then you must have a local problem either with the mail account or mail database in some way. In which case if you have an IMAP, Exchange, Office 365 or iCloud account and nothing stored in Local Folders, go to “Menu / Accounts” and remove and readd the account and then see if your email stays in your Inbox.
Failing that “if removing and readding the account makes no difference”, then I would “close eM Client” and go to the following eM Client hidden database folder and “rename it to eg: eM Client-Old”, and then reopen eM Client and setup as new. Then see if your new email stays in the Inbox.
(Windows hidden eM Client database folder)
“Users\yourusername\AppData\Roaming\eM Client”
(Mac Hidden hidden eM Client database folder)
“Users\yourusername\Library\Application Support\eM Client"
Alternatively if you have been making regular eM Client backups either automatically via the Settings / General / Backup, or manually via the Menu / Backup, then you could optionally “try restoring a recent dated backup” when you didn’t have this problem via "Menu / File / Restore* and then any new email since the backup date will update in eM Client when it opens & syncs mail.
