#1240 new
Jonathon Delacour

MailMate crashed, can't reopen

Reported by Jonathon Delacour | August 21st, 2015 @ 10:37 AM

MailMate crashed when I woke my Mac Pro (OS X 10.9.5) from sleep. When I restarted MailMate, the following dialog opened:

"MailMate quit unexpectedly. Click Reopen to open the application again. Click Report to see more detailed information and send a report to Apple."

When I click on the button, the same dialog appears again. I restarted the Mac. Same result. Not sure what to do next...

Comments and changes to this ticket

  • benny

    benny August 21st, 2015 @ 10:43 AM

    First, I'd like to know more about the issue. If you are comfortable using a Terminal window then you can launch MailMate like this:

    /Applications/MailMate.app/Contents/MacOS/MailMate
    

    I suspect there'll be some kind of message in the window after the crash.

    Ideally, if MailMate detects a problem then it should automatically offer various options to fix it (if it's some kind of database corruption), but this obviously does not happen in this case. That's why I would like to have to some additional information.

    For the record, to start over completely, you can delete (or move) the following folder:

    /Users/<username>/Library/Application Support/MailMate
    

    But it's likely that something simpler can do it if we can figure out why MailMate crashes.

  • Jonathon Delacour

    Jonathon Delacour August 21st, 2015 @ 11:15 AM

    Thanks for your prompt response

    This is what appeared in the Terminal (some values masked):

    Last login: Fri Aug 21 20:23:14 on console
    Mac-Pro-2012:~ username$ /Applications/MailMate.app/Contents/MacOS/MailMate
    open: No such file or directory
    Unable to set attributes for file: '/Users/username/Library/Application Support/MailMate/Messages/IMAP/username%40example.com@abc05.hostingcompany.com.au/INBOX.mailbox/Junk.mailbox/Messages/31152.eml'
    Abort trap: 6
    Mac-Pro-2012:~ username$

    I've used WebMail to delete any messages from the Junk and Trash but MailMate still won't launch. Another email client (GyazMail) is able to connect and download messages without encountering any problems.

  • benny

    benny August 21st, 2015 @ 11:20 AM

    The problem is local, that is, the problem is with the current state of the files saved by MailMate.

    Do you have antivirus software installed? (It might be a problem with antivirus software removing files which MailMate expects to exist.)

    I'm not sure this'll help, but you can try forcing this file into existence:

    touch "/Users/username/Library/Application Support/MailMate/Messages/IMAP/username%40example.com@abc05.hostingcompany.com.au/INBOX.mailbox/Junk.mailbox/Messages/31152.eml"
    
  • Jonathon Delacour

    Jonathon Delacour August 21st, 2015 @ 11:54 AM

    This is truly excellent support!

    That did the trick. And I think that your suggestion about antivirus software was accurate too. A couple of days ago I replaced Avast antivirus (which had created 15GB of update files) with Avira and Avira was running a complete system scan when the problem occurred.

    I now have a dialog that says: "An internal inconsistency was detected by MailMate. If the problem persists after relaunching then you can choose to let MailMate rebuild its database.

    The inconsistency detected by MailMate was:

    Message body for msg id 31152 not found (Messages/IMAP/username%40example.com@abc05.hostingcompany.com.au/INBOX.mailbox/Junk.mailbox/Messages/31152.eml)"

    The options are:
    * Nothing * Rebuild database based on cached messages * Rebuild database by downloading messages

    I haven't made a choice yet but I'm inclined to choose option 2 (Rebuild database based on cached messages) and then, if that doesn't resolve the problem, go to option 3 (Rebuild database by downloading messages). Does that sound like a reasonable strategy.

    Thanks again...

  • benny

    benny August 21st, 2015 @ 03:58 PM

    Yes, rebuild from cache. But you also have to tell Avira to ignore this folder:

    ~/Library/Application Support/MailMate/Messages/
    

    Otherwise it'll happen again. It should be safe to disable since the email itself cannot be a virus. It can contain an attachment, but this is caught when it's saved to disk (outside Messages) before being displayed.

  • Acidburn

    Acidburn August 27th, 2015 @ 10:42 AM

    I had the exact same issue few days ago. After crash I couldn't get Mailmate to start. I managed to get the Mailmate working again by performing above steps. At the end I chose to perform "Rebuild from Cache".

    The problem I am having now is that MailMate is constantly doing something to the Mailbox. It consumes considerably high CPU and it's been going on for 50+ hours (estimated). The application istelf is still usable, but editing gets very laggy. Sometimes I have to turn off the problem, because it just consumes too much CPU combined with other tasks. I am attaching the activity monitor view.

    http://cl.ly/image/3a410f3b1i15

    Is there anything I can do to fix this issue? If this is desirable (and the Mailmate is indeed doing a rebuil) - is there a way to check what is the general progress?

    Thanks in advance!

  • benny

    benny August 27th, 2015 @ 11:54 AM

    @Acidburn: Based on the Activity Viewer it appears MailMate is busy uploading messages. This might be bad since I suspect it could be in the process of creating duplicates on the server. I don't know how this could happen though (without these messages really needing to be uploaded, that is, they never existed on the server).

    I suggest taking the account offline while you investigate whether or not any messages are actually missing server side. If not then it might be better to start over by rebuilding from server. The easiest way to do that is to delete the following 3 folders:

    ~/Library/Application\ Support/MailMate/Database.noindex
    ~/Library/Application\ Support/MailMate/Messages
    ~/Library/Application\ Support/MailMate/Attachments
    

    Or move them elsewhere just in case you are missing any messages after the accounts have been resynchronized.

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