"Checking for New Email" not working for 1 user after upgrade

[selfmade64856]

Hello,

I recently upgraded to 6.3.1. The first issue I had after upgrading was that all of the navigation links no longer worked so I had to disable ajax. After disabling ajax then the links worked again, but if I enable ajax they stop working, so ajax is disabled.

We are now noticing that one of the employee users can no longer "Check Mail" nor can they "sync" mail. Their inbox mail folder shows only 5 emails even though their gmail account has over 150 in the inbox. After clicking on "Check Mail" or "sync" there is a popup that says sugar is "Checking for New Email" we left this on for about 4 hours and nothing happened....it just keeps saying that it is checking for emails.

I have tested the mail account and sugar says that it connects.

We never had this problem before the upgrade and have not changed anything.

Any advice would be greatly appreciated.

Thanks!! Courtney L Bostdorff

[kbrill]

First thing to do is to check the logs, should point you in the right direction on the ajax stuff too. You need the sugarcrm.log, the php error log and maybe the apache error_log files.

[selfmade64856]

Hi Kenneth,

Thanks for responding. I used the diagnostic tool and this was the result Index of /crm/my-sugarcrm-logs

I have no idea what any of it means. Any suggestions? Thanks for your help, it's really appreciated

Courtney L Bostdorff

[kbrill]

DO you have file access to your server? The answers you seek will most likely be located outside of SugarCRM in the apache/iis log files.

[selfmade64856]

I have ftp access.......is that the same? I am on a shared server, Psek.

I feel like an idiot

[kbrill]

I am no expert in plesk but I think that the log files for the web server are available in the menu system of plesk somewhere. Maybe under a LOGS icon or under some form of Web Server icon.

Pretty sure they are available there somewhere.