#455 ✓cantreproduce
David Crippen

Sudden onset of not downloading mail

Reported by David Crippen | October 6th, 2013 @ 04:17 PM

Sudden crash. On opening, displayed usual screen for about two seconds then crashed and gave a complex error report. I checked online and you said to rebuild the data base which I did through Terminal with the command: printf "OldDatabase" > ~/Library/Application\ Support/MailMate/.rebuild.tmp.

This was successful in stopping the crashes but now Mailmate won't download mail. The Apple "Mail" icon is working, loading mail. Mailmate says it's sending mail but not loading any.

Comments and changes to this ticket

  • David Crippen

    David Crippen October 6th, 2013 @ 04:49 PM

    Now it's not sending either. Giving me the following error: "None of the advertised authentication schemes are supported by mail mate". I tried loading the correct server info (see inclosure) and it doesn't seem to let me choose any SSL.

    THEN I opened Mailmate on my Laptop and it crashed exactly as my desktop did!!

  • benny

    benny October 6th, 2013 @ 05:53 PM

    After a rebuild MailMate takes the account offline (in order to allow the user to inspect it before taking it online). Look under SOURCES and see if you can take the account online.

    The crashes may be related to an issue reported by another user, but I cannot be sure about that based on the crash report. Try the latest revision of MailMate and see if that helps: http://updates.mailmate-app.com/archives/MailMate_r3752.tbz

    Sorry about the inconvenience of this problem. If you can keep the laptop in the crashing state then I would appreciate it since it would allow me to obtain more information about the bug.

  • David Crippen

    David Crippen October 6th, 2013 @ 09:03 PM

    That's the version I had downloaded earlier. It won't do anything, Benny. Here are the errors I am getting.

  • David Crippen
  • David Crippen

    David Crippen October 6th, 2013 @ 09:45 PM

    I found part of the problem. My server quota was over. I forgot to check it and they didn't warn me. So I dumped everythin gand it's back to normal now. Nothing works though. I'm sending the error from the laptop and another error I'm receiving.

  • David Crippen
  • David Crippen

    David Crippen October 6th, 2013 @ 09:59 PM

    Won't send or receive mail on either the laptop or the desktop. I copied everything to Mailsteward so I could try again with a completely brand new MailMate. How do I find and dump the preferences?

  • benny

    benny October 7th, 2013 @ 07:23 AM

    The connection problems seem to be related to your account settings. MailMate cannot find a way to login to the server. Could you send me the following file and I'll see what I can make of it:

    ~/Library/Application Support/MailMate/Sources.plist
    

    I'm guessing you have SSL enabled for the account, but some servers cannot handle that on certain ports. You might need to tell MailMate to only connect on port 993 for IMAP and maybe 587 or 465 for SMTP. But I'm just guessing. Given the file above I can examine it for you. Send by private email if you like.

  • David Crippen

    David Crippen October 7th, 2013 @ 12:26 PM

    Benny, MailMMate instantly crashed on my office computer. I had been out of town for a week and arrived this morning. So MailMate crashed on three computers out of the blue sky.

    Here's the file you want from my office computer that just crashed.

  • benny

    benny October 7th, 2013 @ 12:34 PM

    I'm sorry to hear that. It sounds like some message arrived which triggers these crashes. It does not sound like a known issue. Do you allow MailMate to send crash reports? (Apparently it crashes before they are sent.)

    Try opening a Terminal window and then launch MailMate like this:

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

    Maybe there is some useful output before the crash.

    Thanks for the file. I'll look into it although I don't think it is directly related to the crashes (I might be wrong).

  • benny

    benny October 7th, 2013 @ 12:36 PM

    I don't see any obvious problems with the server(s).

    Does MailMate crash if you take the machine offline (such that it cannot connect to any servers)?

  • benny

    benny October 7th, 2013 @ 12:38 PM

    One caveat: Make sure you have enabled “SSL” for the IMAP account. This is required by your IMAP server. But again, not related to the crashes.

  • David Crippen

    David Crippen October 7th, 2013 @ 04:54 PM

    Opening with: /Applications/MailMate.app/Contents/MacOS/MailMate was not successful either.

    See error message

  • David Crippen

    David Crippen October 7th, 2013 @ 04:55 PM

    How can all three Mailmate applications crash on opening on three completely different computers in three different locations?

  • David Crippen

    David Crippen October 7th, 2013 @ 05:20 PM

    Yes, it still crashes when the computer taken off line. Same error screen.

  • benny

    benny October 7th, 2013 @ 06:25 PM

    Ah, it's a known bug which may or may not have been fixed. It has recently been reported by 2 users and I don't know why it has not been reported earlier on. I added some additional debug output to MailMate to track it down. It can be enabled with the following line in the Terminal:

    defaults write com.freron.MailMate MmDebugRecursiveName -bool YES
    

    I asked the other users to update MailMate to the most recent version: http://updates.mailmate-app.com/archives/MailMate_r3760.tbz

    Now, the problem is that the new test version also fixed the problem for them, but I'm not 100% sure the bug has been fixed. You can try the above as well and let me know how it goes.

    Background: The bug is that MailMate somehow starts to recursively create a mailbox such that the folder name becomes:

    INBOX/INBOX/INBOX/INBOX/INBOX/INBOX/INBOX/INBOX/INBOX/...
    

    After a while the file system refuses to create a folder on disk (name is too long) and MailMate crashes. Unfortunately the folders have been created on the server and this crashes MailMate on the other machines as well. For the other users the mailboxes were all empty. One user was able to delete the folders using webmail. The other user was able to use MailMate to do it (I'm not sure why MailMate didn't crash first).

    If you can make MailMate crash with the new version then it would be appreciated. I would like to see the output generated.

    Sorry about the inconvenience of this bug.

  • David Crippen

    David Crippen October 7th, 2013 @ 06:37 PM

    OK, I updated to the latest version (had it anyway, did it again) and went to terminal and put in: defaults write com.freron.MailMate MmDebugRecursiveName -bool YES

    Let me add the preferences from "Mail".

    Crashes.

  • David Crippen

    David Crippen October 7th, 2013 @ 06:39 PM

    Mailmate won't open long enough to do any of that.

  • benny

    benny October 7th, 2013 @ 06:47 PM

    Ok, do you have the IMAP account available via webmail or perhaps another email client? If yes, then try to see if you can delete at least some of the mailboxes generated under INBOX/INBOX/INBOX/.... After that you should be able to launch MailMate and delete the rest of them. In both cases, be careful you do not delete any messages.

    The problem (for me) is that if this works then I still don't know what triggered the recursion initially. I'll think about how I can at least ensure that MailMate does not crash if this happens again.

    With respect to IMAP not being online: When MailMate is running again then you need to enable SSL for the account.

  • David Crippen

    David Crippen October 7th, 2013 @ 07:08 PM

    I managed to delete all the tons of mailboxes via webmail. At least I don't see them anymore. Mailmate still crashes when I attempt to open. SSL enabled.

  • David Crippen

    David Crippen October 7th, 2013 @ 07:13 PM

    OK, I reloaded Mailmate and went through the correct preferences for my server and it seems to work now.

    Won't open a "new" page to send mail. I click on "new" and nothing happens.

  • David Crippen

    David Crippen October 7th, 2013 @ 07:15 PM

    Nothing opens but the site is open and I see new mail. None of it expands.

  • benny

    benny October 7th, 2013 @ 07:26 PM

    How did you enable SSL if MailMate is still crashing?

    I'm a bit lost with some of your comments. What do you mean by “the site is open”? What does not “expand”?

    In any case, try launching MailMate from the Terminal and let me see the output.

    Thanks for your patience. (I would really like to know more about this bug such that no other users have to go through the same as you.)

  • David Crippen

    David Crippen October 7th, 2013 @ 07:44 PM

    Not everything is opening but I'm getting this strange error box and it won't me delete it.

  • David Crippen
  • David Crippen

    David Crippen October 7th, 2013 @ 07:47 PM

    I can't do anything now. I cannot delete this error box and it keeps coming back if I can "take mailbox off line".

  • David Crippen
  • David Crippen

    David Crippen October 7th, 2013 @ 08:01 PM

    The new version is doing it again. Creating hundreds of inboxes.

  • benny

    benny October 7th, 2013 @ 08:56 PM

    Did you run MailMate from the command line when it was generating the mailboxes? I would really like to see that output (copy/paste it).

    The error message indicates that MailMate cannot copy a message to a specific mailbox on the server. It tries to put it in “Sent”, but the server rejects it. Now, I think this server uses an INBOX prefix which means that “Sent” is probably an illegal mailbox name. Maybe you can locate the this mailbox in MailMate and move the message to a different mailbox (such as Inbox/Sent Messages). Then it should not fail anymore.

    The recursive creation of mailboxes is going to end in a crash again. Do you think it increases one level every time you have gotten the “Sent” mailbox error window? Just guessing. I'm looking for any kind of pattern in the behavior.

    (It's late here and I may not be able to answer again before tomorrow.)

  • David Crippen

    David Crippen October 7th, 2013 @ 09:12 PM

    Intensely frustrating. I'm now back home, loaded the new version of Mailmate, dumped the old one. Now it doesn't crash. I get no errors but won't load new mail. The IMAP accounts are correct. The mail that's there won't open on their own page.

    zThere is no longer a Mailmate folder in Application Support.

  • benny

    benny October 7th, 2013 @ 10:03 PM

    It is not possible that there is no MailMate folder in:

    ~/Library/Application Support/MailMate
    

    Note that it means:

    /Users//Library/Application Support/MailMate

    If you want to start completely over then delete (or move) the folder above. If you do so then I would appreciate if you launch MailMate from the Terminal:

    defaults write com.freron.MailMate MmDebugRecursiveName -bool YES
    /Applications/MailMate.app/Contents/MacOS/MailMate
    

    I'll assume the recursive mailbox creation will happen again and then the Terminal will (hopefully) contain information which can help me fix the bug.

  • David Crippen

    David Crippen October 7th, 2013 @ 11:00 PM

    It's now suddenly working here at home. I'll play with it at work tomorrow and get back to you.

  • benny

    benny October 8th, 2013 @ 08:06 AM

    • State changed from “new” to “cantreproduce”

    Thanks for the update.

    Sounds like this is going to end like it did for the other users. The problem is resolved, but the bug is not fixed...

    I've made some changes to the code now which is hopefully going to catch the bug at an earlier stage which should make it easier to debug. MailMate is still going to crash, but it'll stop if MailMate is taken offline (or the account/mailbox is taken offline). If it works as expected then this should also prevent the recursive creation of mailboxes.

    For now, I'll mark this ticket as cantreproduce.

  • David Crippen

    David Crippen October 8th, 2013 @ 11:59 AM

    Many thanks for your time and energy, Benny.

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