Outlook - losing all emails

1

Hi,

Periodically eM Client loses all my Outlook emails and the program then spends a couple of hours downloading them all again. This seems to go in phases - many months can pass without it happening, then it will occur several times over the course of a week or so until it settles down again.

My eM Client Gmail emails are never affected. Also, I can go online to check that Outlook is ok - it always is - and check on my mobile phone where the problem also never occurs. I have also seen the problem arise when my mobile phone is offline - I was concerned that it might have been caused by the two devices syncing simultaneously, but it seems it isn’t.

Can I set up logging so that I can submit a meaningful report of what is causing this?

Thanks,

2

Hi John, by Outlook emails, you mean emails on an Outlook.com account?
What version of eM Client are you using? Can you make sure it’s the latest available version?

Also yes you can setup logging for the account, go to Tools > Settings > Advanced and turn on AirSync logging for the problematic account,

  1. Save the settings
  2. Restart the application
  3. Replicate the issue
    When the issue occurs and all your emails are missing and are downloading again, go back to the advanced settings window and click on “Send Logs” and send the logs to my email ([email protected]), also please include a reference link to this forum topic.

Thank you,
Paul.

3

Hi Paul,

Thanks for your reply. By coincidence, I received a program update between my original posting and your response. I have enabled logging and will let you know when/if this problem recurs.

Many thanks,

John

4

Great thank you.

Regards,
Paul.

5

I’ve now submitted logs, as requested.

One extra thing I’ve just seen, because I was watching the screen as the emails were once more lost, is that I suddenly had a screen full of emails from “[email protected]”. Does this make any sense to you?

6

Hi again, thank you for the received log, I’ve submitted the issue to the developers and I’m currently waiting for a response for more information about the issue.
I’ll keep you posted once I know more about the issue.

What version of eM Client are you currently using?

Thank you,
Paul.

7

Thanks Paul. I’m on version 6.0.20617.0 running under Windows 7 64 bit.

8

Can you please update to this version of eM Client http://www.emclient.com/dist/v6.0.20715/setup.msi and check if the issue persists?

Thank you,
Paul.

9

Thanks - I’m doing it now. I presume this hasn’t been publicly released yet as my current version indicates that that there are no updates?

Because the problem happens only occasionally, it might be weeks before I can be sure about whether the problem has been resolved, but I’ll let you know as soon as I have anything to report.

Many thanks!

John

10

Hi again John, this is currently an internal release, however I believe you should be able to update to a later version using the update feature.
Please install the update and let me know if you come across any more issues, I’ll be happy to assist.

Thank you,
Paul.

11

Sorry to report that, once again, I lost my Outlook emails. I have turned logging on again and will forward these to you if the problem recurs.

Regards,

John

12

Hi again John, thank you, when you have the logs related to the issue please send it to [email protected].
Also are all your emails still available online on your webmail?

Thank you,
Paul.

13

Yes, for both webmail and for the email app I use on my Android phone, there have never been any problems.

Cheers,

John