Freron MailMate

Comments and changes to this ticket

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  benny November 9th, 2017 @ 09:29 PM

  That sounds very strange. Smart mailboxes are saved in the following file:

  /Users/<username>/Library/Application Support/MailMate/Mailboxes.plist
  

  Is the problem related to smart mailboxes or IMAP mailboxes?

  Do you know how to use a Terminal window?

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  Amanda Edwards November 9th, 2017 @ 09:40 PM

  Unfortunately, I am not Terminal savvy.

  How would I know if it's a smart mailbox or an IMAP mailbox? (I think that it is set up with IMAP mailboxes.)

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  benny November 9th, 2017 @ 09:52 PM

  The purple ones are smart folders. IMAP folder can only be created within an account (under SOURCES in the mailboxes view).

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  Amanda Edwards November 9th, 2017 @ 09:54 PM

  So then are the IMAP folder names reverting to "Untitled" every time we quit the program and restart?

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  benny November 10th, 2017 @ 10:00 AM

  I asked because it's 2 different types of problem and how to debug this issue depends on the type of problem:

  • If you create an IMAP mailbox within an account and this reverts its name then the problem is perhaps somehow IMAP server related.
  • If you create a smart mailbox and this reverts its name then the problem is definitely MailMate related.

  If the problem is the latter then try to locate and send me the following file:

  /Users/<username>/Library/Application Support/MailMate/Mailboxes.plist
  

  Note that the “Library” folder might be “hidden”.

  (You can write me via “Help ▸ Send Feedback” within MailMate if you have any screenshots you want to share.)

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  Amanda Edwards November 10th, 2017 @ 02:26 PM

  We are definitely using IMAP mailboxes. What would I need to do to update the IMAP server in order to prevent the folder names from reverting?

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  benny November 10th, 2017 @ 02:34 PM

  We haven't ruled out that it's a MailMate issue, but now we can try to see what happens when renaming:

  • Open the Activity Viewer (⌥⌘0). This enables logging.
  • Create a new IMAP mailbox.
  • Rename the IMAP mailbox.
  • Relaunch MailMate.
  • Wait a bit -- at least until the name has reverted if this takes some time.

  Use “Help ▸ Send Server Logs” and I'll review the logs.

  Thanks in advance.

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  Amanda Edwards November 10th, 2017 @ 04:34 PM

  So I tried creating a new IMAP mailbox, saved, quit, restarted and the name reverted to "Untitled". I opened the Activity Tracker/Viewer, but there's no option to "Send Server Logs." How should I do this? Is there any chance we can get on the phone?

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  benny November 10th, 2017 @ 08:50 PM

  “Help ▸ Send Server Logs” is a menu item. It's next to the Window menu.

  Sorry, I don't have the resources for phone support (it's a one-man business located in Denmark), but I'll do my best to help out here or by email. Most often it is also easier, because the debug instructions can be complex.

  For the record, I don't think I've ever had a similar issue reported (reverting mailbox names) and therefore debugging might take some time.

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  Amanda Edwards November 21st, 2017 @ 07:45 PM

  So what should we do next since the last attempt did not work? Any recommendations? Is there a way to do a screen share so you can log in to see the computer?

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  Amanda Edwards November 21st, 2017 @ 08:19 PM

  Is it possible to transfer all emails and folders over to another email system?

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  benny November 21st, 2017 @ 08:20 PM

  I don't think you ever sent me logs as previously requested. You wrote that the problem was IMAP mailboxes and therefore I would like to see some server logs. I repeat the instructions here:

  • Open the Activity Viewer (⌥⌘0). It's in the Window menu. This enables logging.
  • Create a new IMAP mailbox (in the account under SOURCES in the mailbox list).
  • Rename the IMAP mailbox.
  • Relaunch MailMate.
  • Wait a bit -- at least until the name has reverted if this takes some time.
  • Use the “Help ▸ Send Server Logs” menu item to send me the logs.

  I'll review them and see what I can find.

  Thanks in advance.

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  Amanda Edwards November 21st, 2017 @ 08:21 PM

  I tried that last time, and there wasn't an option to send the server logs within the help dropdown. Any other suggestions on why that would be?

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  benny November 21st, 2017 @ 08:24 PM

  Yes, it's possible transfer to emails/folders, but I don't think you should do that yet. At least not until we are sure that the IMAP server is the problem. What is the hostname of your current server?

  The “Help ▸ Send Server Logs” menu item might be named “Help ▸ Attach Server Logs” if a composer window is open. Other than that I cannot think of any reason the menu item would not be there.

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  Amanda Edwards November 21st, 2017 @ 09:32 PM

  Okay, I just sent the server logs. Please let me know what you find.

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  benny November 21st, 2017 @ 10:00 PM

  I don't see anything suspicious, but I should perhaps also have asked for logs before relaunching MailMate. That is, send me logs right after doing the rename of the mailbox.

  Also, which mailbox did you rename and in which account?

  Thanks in advance.

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  Amanda Edwards November 27th, 2017 @ 07:20 PM

  I'm trying to resend you multiple server logs (before adding a new folder, after adding a new folder prior to restarting, and then after restarting with the name reverting to Untitled), however for some reason, the whole MailMate is spiraling/pinwheeling. Any suggestions on why this might be? It won't send the server logs.

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  Amanda Edwards November 27th, 2017 @ 07:43 PM

  Hi Benny, you should now have 3 server logs. Please let me know next steps as we would like to figure out how to fix this quickly! Thanks!

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  benny November 28th, 2017 @ 08:42 AM

  Thanks for all of the logs. I would have expected the second set of logs to include the creation of a mailbox, but that doesn't happen for some reason (or somehow didn't get included in the logs). I did see two unusual things though (I'm looking for anything that might trigger a problem on the server or in MailMate):

  1. Some of your parent mailbox names have a space at the end like this. Like you see here before the /:

      "Parent mailbox name /Sub mailbox name"
     

     I tried creating such a mailbox in MailMate with an iCloud account and I also get some weird behavior. I'm not sure it's exactly the same as what you are seeing, but I'm quite sure that it's related.

  2. There are some weird timeouts when initially synchronizing the account (getting a list of mailbox names from the server). This might be because the server has trouble handling what I think is an unusually large number of mailboxes, but it could also be a problem with your internet connection.

  I'll look into making MailMate behave better in case number 1 and then I'll get back to you. This is progress because I now have something reproducible to work on. But even if I'm able to fix this issue then issue number 2 might still be a problem.

  Please do NOT try to get rid of any of the mailboxes with the extra space at the end. I need you to be able to test an updated version of MailMate when it's ready. You are welcome to take any problematic mailboxes in the account offline temporarily (MailMate allows this using the Mailboxes menu). You are also welcome to test if you can create a mailbox at the top-level without using any space characters. I would expect that to work, but it would be nice to confirm this.

  Thanks for your patience.

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  benny November 28th, 2017 @ 10:15 AM

  It turns out that spaces in mailbox names is not the problem. The problem is a more general issue with renaming mailboxes in iCloud accounts. This is an Apple bug and I've reported it to them, but that doesn't necessarily mean that it's likely to be fixed :) (Although it should be a fairly easy fix.)

  I've also worked around the problem and I've got a test release for you: Hold down ⌥ when clicking “Check Now” in the Software Update preferences pane to get it. It should be at least revision 5437. You are welcome to create a set of logs for me of the initial synchronization after updating.

  Now, we still got the timeout issue. Let me know if you have a problem with persistent spinners in the mailbox list and/or very slow initial synchronization. (This might be harder to work around since it could be a server performance problem.)

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  Amanda Edwards December 5th, 2017 @ 11:24 PM

  Any update on the Apple software?

  I wanted to let you know that my boss' computer has been saving folder names until the application crashes (crash report attached) and it definitely takes a very long time for the application to load even on restarting the computer.

  Let me know if the attached is helpful?

  • MailMate_Unexpectedly_Quit_Error_Details.docx 124.4 KB

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  Amanda Edwards December 6th, 2017 @ 05:34 PM

  Hi Benny, Amanda again. Another error message just popped up (see attachment). Hope this helps in your troubleshooting process.

  • Screen_Shot_2017-12-06_at_12.31.33_PM.png 119.9 KB

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  Amanda Edwards December 8th, 2017 @ 12:37 AM

  Attaching another crash report.

  It seems that many of the folders are actually starting to save even after the program crashes, but it is still taking a very long time for the application to load.

  • Additional_Crash_Report_for_Ticket_1865.docx 132.2 KB
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  benny December 8th, 2017 @ 03:31 PM

  The rename-issue with mailboxes should be solved in MailMate with the workaround I added. I wouldn't expect Apple to fix the issue at their end.

  The crash reports are a different issue and this is something I've seen from other users in the past. It's a rare crash, but maybe it happens more often for you because of the large number of mailboxes. Are you able to make it crash by doing something specific?

  With regard to the slow startup time: How many emails do you have in MailMate? For example, what is the count for the “All Messages” mailbox (the count is in the window title)?

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  Amanda Edwards December 8th, 2017 @ 08:53 PM

  1. The application tends to crash when moving emails into folders.

  2. Under "All Messages" it looks like there are 79,246 messages and continuing to increase.

  Does that help?

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  benny December 11th, 2017 @ 10:36 PM

  1. If you use drag'n'drop then that might explain why it doesn't happen for many users (most have few mailboxes and uses shortcuts or the “Move to Mailbox...” interface to move emails). Do you use drag'n'drop?

  2. Ok, that's what I would call medium size. How long does it take to launch? (Approximately.)

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  Amanda Edwards February 8th, 2018 @ 08:24 PM

  Hi Benny,

  So all had been going well (minus the slow load time -- approx. 3-4 minutes) and it's been crashing a lot lately again. Attached is the crash report that occurred a few days ago. Any thoughts?

  Thanks,
  A

  • Mailmate_Crash_Report_2_1_18_1045AM.docx 118.9 KB