Hello.
On recent eM Client release, a user reported that his inbox is out of the sudden empty and all subfolders are gone / note showing. The folders are not marked hidden. Mailbox type is IMAP.
After running the cache repair the inbox and subfolders got rebuild like they are on the IMAP server. But after a couple of days same issue occured and when starting eM Client the Inbox of that IMAP account again is not showing or loading.
There is no Sync error when this occurs and eM Client reports no connection issues or similar. Running IMAP and SMTP diagnosis wotks and reports all is OK.
Are there know circumstances through which the cache DB/file for an account may get corrupted?
Thanks in advance.
Anything can get corrupted in Windows or Mac. Normally though if it’s a local eM Client cache problem, the repair normally fixes it unless you have a serious database corruption.
So if running the repair on the account (which clears the local cache completely) doesn’t restore the eM Client IMAP account parent or sub folders or email folders keep showing empty after running the repair, you have two options.
Either “restore a recent dated eM Client backup” when you know all the folders and email was there via “Menu / File / Restore”, and any new email since that restore date will update from the server when eM Client recconects.
Or if you haven’t been making regular eM Client backups, then remove and readd your IMAP account via “Menu / Accounts”. Obviously emails will take a little time to appear when re-added and will be slower to read till fully cached.
If still a problem, suggest to “create a brand new database” via closing eM Client and renaming the following eM Client hidden folder to eg: eM Client-Old and then reopen eM Client and setup new.
(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”
Thank you for your suggestions.
The eM Client was already reinstalled 10 days ago and a whole new Profile in AppData Roaming directory was created. The issues persisted.
On that computer eM Client had the same issues with multiple CALDAV calendars. From one day to the next they suddenly no longer showed any appointments. After we did a cache repair it was fine again for a couple of days.
Cache repair also fixes the IMAP folders issue until it happens next time. Usually after 3-5 days.
The other computers with eM Client on same version have no issues at all.
A difference may be, that the computer which has those issues is a portable laptop which now and then connects through VPN. The eGroupware server we use is only reachable through local network or VPN.
I wonder if maybe eM Client gets corrupted cache files when the connection to the server gets interupted. When the user is closing the lid in the office, the machine goes into standby and gets waked up somewhere else and within the wakeup progress no network connection is available for a short while. The user doesn’t want to do clean shutdowns of the computer and reopen all the applications and so on, every time he is switching location. During a working day the user sometimes switches location 2-3 times.
But that is just a guess. Or maybe something else is going wrong on that machine. For the CALDAV i have activated logging, but it seems for IMAP accounts that is not available in the settings.
The other computers with eM Client on same version have no issues at all.
A difference may be, that the computer which has those issues is a portable laptop which now and then connects through VPN. The eGroupware server we use is only reachable through local network or VPN.
Alot VPNs have been known to interfere with eM Client so yes could be the problem being that the other computers with eM Client work ok without the VPN.
I wonder if maybe eM Client gets corrupted cache files when the connection to the server gets interupted.
The local eM Client cache doesn’t normally get corrupted if it looses the Internet connection.
When the user is closing the lid in the office, the machine goes into standby and gets waked up somewhere else and within the wakeup progress no network connection is available for a short while. The user doesn’t want to do clean shutdowns of the computer and reopen all the applications and so on, every time he is switching locations.
Closing the lid could possibly corrupt the database if eM Client is eg: being forcible shutdown / killed in that process while it’s open.
You would know though “if it does a database check on startup” when the laptop resumed.
So suggest the user “closes / exits eM Client before they close the lid” if they arnt already doing that to avoid any possible corruption.
Then when they open the lid and re-establish the internet connection, then reopen eM Client.
Hello,
i have to correct my statement that this issue only occurs on one client. I now got reports that the issue is now present on 3 clients. All use IMAP. The INBOX appears empty, but the sent items folder, trash, drafts are visible and have content inside.
I wonder if the issue is triggered by a mail item that breaks something in the cache file.
Is there a way to activate a logging that reports issues that may break the cache file or similar? Or shall i reactivate VIP support and let them investigate this?
Regards,
//entirenet
Is there a way to activate a logging that reports issues that may break the cache file or similar? Or shall i reactivate VIP support and let them investigate this?
As it’s now affecting 3 computer inboxes, yes I would reccomend to enable iMAP logging via going to “Menu / Settings (Preferences) / Advanced” and send the log to VIP support on a ticket.
So “once you have the Inbox working again”, Reccomend then to fist “clear any current logs in Advanced” and then enable the IMAP log and then Save settings and close and reopen eM Client. Then when the issue happens, stop log and then send the log.
You can get another year VIP support extension if you have run out of your support period via the following link.
“Get a 1-year extension to your VIP Support”
https://www.emclient.com/extend-support