#894 new
craig mcmillan

mailmate won't send or receive

Reported by craig mcmillan | September 8th, 2014 @ 11:20 AM

hi,

i've been using mailmate for a month or so, all good, until this morning

suddenly it won't send or receive any mail in any of my 6 accounts... which are all gmail or icloud accounts and are working fine from browser and other devices

  • i've not made any configuration changes since it last worked (friday)
  • there are no (obvious) error messages, and the activity window seems to display reasonable imap activity on startup, but nothing new shows in the mail browser

OSX : 10.9.4
mailmate : 1.7.2 (3905)

halp !

Comments and changes to this ticket

  • benny

    benny September 8th, 2014 @ 12:13 PM

    Sorry about your trouble. First try the latest beta. See the Software Update preferences pane in MailMate.

    If it still doesn't work then I'm very interesting in debugging the issue, but it'll probably be easier via email. Use “Help ▸ Send Feedback” for that.

  • Christoph Kania

    Christoph Kania September 8th, 2014 @ 05:25 PM

    It is the same here after installing the latest update.
    I am running 1.8 (4469) on Mac OS 10.9.4

  • benny

    benny September 9th, 2014 @ 07:41 AM

    @Kania: The initial creator of this ticket was still running r3905 which means I don't think the problem is necessarily related to the beta (if it is the same problem).

    I've received some additional data from Craig, but I don't see any obvious problems. In particular, I don't understand why both sending and receiving emails is a problem. It appears something is blocking both actions, but this would usually only happen when MailMate cannot connect to the server(s) and does not appear to the case. Also, if I understand correctly then this is a problem with multiple IMAP servers (at least Gmail and Zoho) and therefore cannot be related to a particular IMAP provider.

    @Kania: Could you also provide some details? Does it help if you go back to r3905 or r4214 (the current download links at http://freron.com). Also try the following to provide me with server logs:

    • Open the Activity Viewer (⌥⌘0).
    • Try to synchronize one or more accounts and try to send a message.
    • Use “Help ▸ Send Server Logs” to send the result to me.
  • craig mcmillan

    craig mcmillan September 9th, 2014 @ 09:00 AM

    @benny it seems to not only be connecting to imap servers but also actively pulling data from them : my network monitor shows traffic of ~180KB/s (i.e. maxing out my crappy adsl) for 10s or so when i try and synchronize

  • craig mcmillan

    craig mcmillan September 9th, 2014 @ 09:53 AM

    hey @benny, if you want me to dig around MailMate's on-disk files some more, or run a debug build or whatever, ask away : i'm happy to help fix this (pure self-interest :)

  • Christoph Kania

    Christoph Kania September 9th, 2014 @ 10:22 AM

    @benny I just sent you the logs.
    It's the same issue with 1.7.2 (3905)

  • Christoph Kania

    Christoph Kania September 9th, 2014 @ 11:22 AM

    Even if I set the password there is no error message.
    It seems that mailmate does not try to synchronize.

  • benny

    benny September 9th, 2014 @ 11:46 AM

    @Craig: If you are comfortable doing the following then it could be an interesting data point: Quit MailMate and then rename this folder “~/Library/Application Support/MailMate”. Create a new “MailMate” folder in the same location and copy all .plist files from the old folder. Got it? This forces MailMate to refetch all messages from the servers. If it works then the problem is related to some kind of bad database state in MailMate. If it doesn't work then the problem is somehow related to your settings.

    @Kania: If it doesn't synchronize then it does not sound like the same problem. Try opening the “Activity Viewer” (⌥⌘0) to see if there is any activity. Also check that all of your accounts are online under SOURCES in the mailbox outline.

  • craig mcmillan

    craig mcmillan September 9th, 2014 @ 11:58 AM

    @benny i did that, assuming that the plists you wanted me to copy were just from the top-level i.e.

    mv MailMate MailMate.org
    mkdir MailMate
    cp MailMate.org/*.plist MailMate

    no change : it does it's attempt at syncing, but i don't see any results

    so that ties the problem down to my settings

    any suggestions for an optimal strategy for figuring out which settings are causing the problem ? if not, i'll just binary-search through my plists

  • benny

    benny September 9th, 2014 @ 12:09 PM

    @Craig: You did it correctly. So nothing is synched at all this time? No messages are fetched? You cannot really binary search since Sources/Submission/Identities reference each other. But you can try with just those 3 files to rule out everything else. In particular, Mailboxes.plist could perhaps contain something that affects the behaviour.

  • craig mcmillan

    craig mcmillan September 9th, 2014 @ 12:12 PM

    @benny well, the activity viewer shows some sane looking imap select and fetch commands, and my network monitor shows my network maxing out for a short while, but no messages appear in mailboxes

    i'll rip out everything but Sources/Submissions/Identities and try again

  • craig mcmillan

    craig mcmillan September 9th, 2014 @ 12:17 PM

    @benny a further update : this time i cleared out everything in /Users/mccraig/Library/Application Support/MailMate and imported a single account from my (working) TB prefs on startup...

    it's still borked !

    is there anywhere else that any state is possibly stored ?

  • craig mcmillan

    craig mcmillan September 9th, 2014 @ 12:29 PM

    @benny ok, now i've re-installed on the unlikely (i run as a non-admin user) happenstance that the app itself was somehow corrupted

    no change

    the interesting thing is that, for the single IMAP account i now have, it has retrieved the IMAP folders from the server

    https://www.evernote.com/shard/s62/sh/c8850452-49d9-4f68-9cf0-73575...

    but no messages

    i'm out of ideas now : do you have any ?

    oh, one thing : i only bought a license last recently (29/08) : and there is clearly some state relating to licenses that is not stored in ~/Application\ Support/MailMate... since my freshly installed app still has my license associated

  • benny

    benny September 9th, 2014 @ 12:33 PM

    @Craig: Ok, let's focus on the single account import then. The simpler the better. The remaining settings file (including license) is this one:

    ~/Library/Preferences/com.freron.MailMate.plist
    

    Again, move the file while MailMate is not running and then launch. Unless you have played with some of the experimental hidden preferences I would be surprised if this makes a difference. Especially with regard to sending messages.

  • craig mcmillan

    craig mcmillan September 9th, 2014 @ 12:41 PM

    @benny i stopped MailMate, moved the preferences plist, and restarted MailMate

    the preferences plist is recreated with my license still intact : still no messages though

    where is the new preferences plist coming from ?

    i don't think i've touched any of the hidden prefs... (iirc i had a look at one for setting a default BCC, but it couldn't be done per-account, so i didn't mess with it)

  • benny

    benny September 9th, 2014 @ 12:46 PM

    @Craig: My mistake. The license key is saved in the keychain, but it certainly should not affect this problem. So, now you have a completely clean restart with a single account configured and no messages are fetched. Also, the INBOX does not go into the IDLE state (it's not with a bold font). Does anything happen in the Activity Viewer? Anything to notice below SOURCES in the mailbox outline? What happens if you try to send a message?

    (This is quite a mystery. Thanks for your patience.)

  • craig mcmillan

    craig mcmillan September 9th, 2014 @ 01:00 PM

    @benny yep, completely clean restart, with a single account imported from TB, but no messages are fetched (or at least, none are shown)

    plenty happens in the Activity Viewer : lots of IMAP commands are shown

    sources looks like this :

    https://www.evernote.com/shard/s62/sh/67906055-033c-4e56-8603-813be...

    if i try to send a message, MailMate crashes as soon as i hit send : i told it to send you the crash reports (have you got them ?)

  • craig mcmillan

    craig mcmillan September 9th, 2014 @ 01:18 PM

    @benny this is a bit nuts : i created a new user account, and entered account details by hand... same problem : sources shows the IMAP folders of the account, but no messages are retrieved

    that seems to rule out problems with my configuration, but

    before i did this, i unpacked a fresh copy of the app, and did :

    cd /Applications
    sudo chown -R root:wheel MailMate.app
    sudo chmod -R 755 MailMate.app

    so there is no way anything in the app itself has been changed, and until yesterday it was working fine

    which seems to rule out problems with the application

    so... i'm really out of ideas now :(

  • benny

    benny September 9th, 2014 @ 01:44 PM

    @Craig: You can check this folder for any messages stored on disk (given the IMAP activity): ~/Library/Application Support/MailMate/Messages/IMAP/

    The crash reports indicate a r4469 bug which was not in previous betas. It appears that you and one other user has experienced this (a total of 3 crash reports). It's good if it's reproducible, but I guess we should focus on the IMAP problem first.

    Try launching from the Terminal to see if there is any warnings:

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

    Low on disk space?

  • craig mcmillan

    craig mcmillan September 9th, 2014 @ 01:48 PM

    @benny nothing in the terminal after launching, and i've plenty of disk space :

    ➜ ~ df -h Filesystem Size Used Avail Capacity iused ifree %iused Mounted on
    /dev/disk1 465Gi 412Gi 53Gi 89% 108043881 13806523 89% / devfs 190Ki 190Ki 0Bi 100% 658 0 100% /dev
    map -hosts 0Bi 0Bi 0Bi 100% 0 0 100% /net
    map auto_home 0Bi 0Bi 0Bi 100% 0 0 100% /home

    there are no messages in the IMAP messages folder :

    ➜ MailMate find Messages Messages
    Messages/IMAP
    Messages/IMAP/craig%40trampolinesystems.com@imap.googlemail.com
    Messages/IMAP/craig%40trampolinesystems.com@imap.googlemail.com/State.plist

  • benny

    benny September 9th, 2014 @ 01:52 PM

    @Craig: Could you send me the State.plist file? Well, maybe your entire MailMate folder since it cannot take up much space at this point.

    Maybe also a new set of logs. Open the Activity Viewer (this enables logging) and then restart MailMate. When spinners stop then use “Help ▸ Send Server Logs”.

  • craig mcmillan

    craig mcmillan September 9th, 2014 @ 02:06 PM

    on it's way... happy to continue on email : don't know why we ended up using lighthouse again

  • benny

    benny September 12th, 2014 @ 07:50 AM

    • State changed from “new” to “cantreproduce”

    Status: Via private email Craig helped me track down where to look for the cause of this problem. Unfortunately an attempt to fix the problem coincided with a reboot of the machine. It is unknown which action fixed the issue. I'll mark the ticket as “cantreproduce” for now.

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