Email doesn't seem to be working right...

[jsierra]

Suddenly - for no reason - email stopped working and I can't figure out why. Our email server's healthy - we hit it with Outlook, Thunderbird, and web-based apps, and we successfully use IMAP and POP for access. The built-in email client in Sugar just doesn't seem to work correctly, even though it was working just fine for almost a month since we implemented it.

Any ideas or advice?

[Angel]

Please elaborate on what you mean by "doesn't seem to be working right"

Are you getting an error message? What's the exact problem?

[jsierra]

Please elaborate on what you mean by "doesn't seem to be working right"

Are you getting an error message? What's the exact problem?

Good question. There's no error message - the Inbox just stays empty. For a few days, the inbox had all the emails in it up until a specific date... afterward, you could click on "Check Messages" all day long, but the Inbox would never update. Today I updated to 5.2.0d and the Inbox simply emptied out... the CSS overlay that shows the number of messages in the Inbox shows that there are 146 messages, but when it goes away and I click on Inbox, there's no messages there.

All very frustrating. Using SugarCRM on Firefox, btw...

[jsierra]

Tried it in IE, Safari, and Chrome on three different machines, so this has to be a server-side issue... any ideas?

[Angel]

I had something like this happen some time ago and it sorted itself out after me clicking around between inbox and the account section for a while.

Obviously, that's not a solid solution, but I wonder if the problem might be related to a bad index or something along those lines.

Have you tried running a repair on the database tables?

Does the same happen for other users?

[jsierra]

Yup, it happens with every user - although strangely enough it didn't happen at the exact same time. It all kind of happened gradually.

I'll try running a repair on the database tables and see if that works. As for clicking and wiggling things around, I've been doing that for the last week, before trying to post about it here, lol!

[jsierra]

Ran the repair script, said "repaired successfully" but still no dice... no emails in the INBOX...

[Angel]

It is a bit extreme, but here is something worth trying...

1. Make a copy of all the tables whose name begins with "emails"

2. Once you've verified that the copies of said tables contain the data you need, truncate them, i.e. truncate <table name>

EDIT: To clarify, you should truncate the originals.

3. Go to the e-mail module and attempt to retrieve some e-mails and observe the behavior

If the above works, then that means there is one or more record in the e-mail related tables that is causing the problem. The challenge is that finding the problem record could take some time.

If I needed to do that, I would copy in the records for one user at a time until it breaks.

[etxkesa]

I wonder if this isn't related to another post from last week which seemed to be caused by an interaction between the version of PHP and the version of Sugar. That thread is called " Missing IMAP Email's after upgrade to 5.2.0c". Have you been able to log the messages going to the webserver? That was where we found the error message referred to in the thread mentioned.
Ken Sayers