#3163 new

Failed to obtain the hierarchy delimiter of non-existing mailbox

Reported by Mike | December 5th, 2022 @ 05:10 PM

Moin Benny,

I use DavMail to access our company Exchange. Now I have the following problem:

MailMate encountered the following error: “Failed to obtain the hierarchy delimiter of non-existing mailbox “users” (users/saas-ops@*****.de).”. Mailbox: “users/saas-ops@*****.de”.

The folder hierarchy according to the Subscriptions dialogue box:

  • Entwürfe
  • Gelöschte Elemente
  • Gesendete Elemente
  • Junk-E-Mail
  • Postausgang
  • Posteingang
    • Done
    • In Progress
  • Synchronisationsprobleme
    • Konflikte
    • Lokale Fehler
    • Serverfehler
  • users
    • knowledge-ops@*****.de
      • INBOX

The problem now is that I can't use the account regularly because this error message comes up again after a few seconds.

I also don't know why MailMate shows the account "knowledge-ops" in the subscriptions. The folder structure looks the same for the other function accounts, with the difference that their own address appears as a folder.

I have no idea why the account "knowledge-ops" is displayed in users and not "saas-ops" in the account "saas-ops" - strictly speaking, I don't even know why my own account appears in "users" again.

For the other two accounts, I have completely unsubscribed from the users branch. But here I don't want to succeed, because MailMate is probably trying it with the wrong address?

Comments and changes to this ticket

  • Mike

    Mike December 5th, 2022 @ 05:14 PM

    I just restarted MailMate and the error is still there. But with a little change:

    In the subscription dialog the folder in users is now "saas-ops@*****.de"

  • benny

    benny December 15th, 2022 @ 12:50 PM

    Sorry about the late reply. I'm not really sure what's going on here, but we can perhaps learn more with a bit more of the logs. Try this:

    • Open the Activity Viewer (⌥⌘0).
    • Relaunch MailMate.
    • Trigger the error.
    • Use “Help > Send Server Logs”.

    It's possible for IMAP to have subscribed mailboxes which do not really exist. This might be in play here.

  • Mike

    Mike December 20th, 2022 @ 01:05 PM

    Moin Benny, you have received an email. :)

  • Mike

    Mike January 13th, 2023 @ 10:47 AM

    Hi Benny, have you made any progress in this issue?

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