Unable to send outlook mails

1

It seems this problem is as old as the hills and was apparently fixed by EMC switching to AirSync.

Today, for the first time I am unable to send. I can receive okay. When I go to close EMC it tells me there are messages in the Outbox (there aren’t any visible) and then errors with “Send operation failed with errors.”

Searching these forums all of this seems to have been going on for some years. Maybe I am lucky it only started today.

In the past few weeks I have been getting AirSync “folderhierachy” errors, but have had no problems sending.

I have rebooted the laptop several times (even rebooted the router).

Uninstalled/reinstalled EMC.

EMC version 10.0.3447 (d250ce6) (Updated to this some weeks ago so not the cause of today’s issue).

Any ideas please?

2

Today, for the first time I am unable to send. I can receive okay. When I go to close EMC it tells me there are messages in the Outbox (there aren’t any visible) and then errors with “Send operation failed with errors.

It seems this problem is as old as the hills and was apparently fixed by EMC switching to AirSync.

There is no actual bug or ongoing problem sending with MS accounts and AirSync

The latest V10.0.3447 sends fine for me using Windows or Mac on my own MS accounts.

It’s either something locally within the eM Client account that’s possible “got corrupted in some way”, or “the account has possibly got out of sync” or “something is running resident on the computer that may have changed that’s possible causing this sending problem”. Or it could be do to with large oversized file attachments sending.

So first if you are getting messages not sending stuck in your Outbox and rebooting your computer makes no difference, then sometimes that can be related to eg: background programs interfering with the mail going out where it’s scanning for viruses etc. So if you have any optionally installed eg: Firewall / Security programs or optionally installed antivirus programs or VPNs (other than comes default with the OS), then try disabling those to test incase of interference.

Now if you don’t have any optional installed programs like that, then suggest to go to “Menu / Settings / General” and enable Local Folders at the bottom left of eM Client and “move your emails stuck in the Local outbox to your Drafts folder” and then try sending again.

Next if still won’t send, sometimes that can be related to over size or very large file attachments, where Microsoft only allow a certain attachment size and won’t go if it’s over. You can check how large a file you can send via the MS website support pages. If the attachment is then over the limit, then eM Client has options where you can eg: send the file attachment using MS One Drive, Google Drive, Dropbox etc in Settings.

Now if there is no large file attachments over the sending mail server limit and moving the stuck emails in the outbox back to the Drafts folder and resending didn’t work, then there is two ways to fix this issue.

One is if you have been making regular eM Client backups either automatically via “Menu / Settings / General / Backup” or manually via “Menu / Backup”, then you can try restoring a recent dated backup “when you know it was sending ok” via “Menu / File / Restore”, and then any new messages since the restore point will arrive when eM Client syncs.

The other option is if this is an Microsoft IMAP or Exchange account and nothing in eM Client Local folders, then go to “Menu / Accounts” and remove and re-add your MS account “via the add account wizard at the top”. Your messages will be initially slower till fully read and cached again but should normally then fix the issue.

Lastly if it still won’t send with a new account setup and you have only all eg: IMAP, Exchange, Office 365 or iCloud accounts, then I would uninstall eM Client and “delete the database” and then re-download V10.0.3447 via the release history page and setup as new again.

1 Like
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Thanks @cyberzork for the very detailed response, much appreciated.

To answer your points:

  1. No AVS etc. other then MS Defender.
  2. Moving mail to drafts and resending is still the same problem.
  3. “Stuck” messages in Outbox are all tiny (kb)
  4. Last backup was from January and there is no way of restoring that I can find.

But, that last point got me thinking and I found what I believe is the database folder for the outlook account in C:\ Users*username*\Appdata\Roaming and moved it.

Restarted eMC and all seems to be working now. Makes me think that if I had hard shutdown the laptop eMC would have repaired the db on restart and probably solved the problem! A db repair option that you can run on command would be handy.

Thank you for pointing me in the right direction!

4

A db repair option that you can run on command would be handy.

You can run a manual database repair in Windows using the following command as @Gary advised

“On a PC, close eM Client and open a Windows Command Prompt. Not a powershell, but a command prompt. Paste in this command including the leading”

"C:\Program Files (x86)\eM Client\MailClient.exe" /dbrepair

Last backup was from January and there is no way of restoring that I can find.

Suggest now that you have got your accounts working ok, create a new backup using either the automatic periodic backup, or manual backup in eM Client as mentioned.in my previous post.

1 Like
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Thanks. Useful to know the repair command.

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UPDATE: Situation keeps returning.

Running the db repair command does not fix the problem.

The only solution is to delete (or rename) the database folder at C:\ Usersusername\Appdata\Roaming

It occurs to me that their are several subfolders in that folder so next time I will try deleting/renaming one at a time and see if that pinpoints the problem a little more specifically.

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Go to the calendar section of eM Client and right-click on the calendar folder for the account that has the FolderHierarchyChanged error. Choose Properties > Repair > Repair.

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Thanks Gary. Done that and will monitor the situation.

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I tried to do a repair. Nothing. Still doesn’t send the message from my outbox. Well, I’m at the end of my eval period, so it may be time to move on. Had a good long run with Windows Live Mail! Maybe I’ll try Thunderbird now.

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It doesn’t fix it for me either. This works for me every time it happens:

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Although it is hardly a “solution” as I am having to do it every few days.

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Still getting the airsync folderhierarchy error most days.

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Tried deleting the folder under Roaming. Didn’t help. Still have messages stuck in my outbox.

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Are you deleting the folder with the long string of numbers and letters? Mine is: 59d702e6-e400-4bb7-9be6-e7c3eed8927e

Need to do it with emclient closed and then launch it again after you have deleted.

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Thanks for this Gary. It resolved the problem for me.