Imail v12 erased all emails in inbox

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Imail v12 erased all emails in inboxExpand / Collapse
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Posted 3/8/2012 2:08:29 PM
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I have had five different users report to me since we upgraded to v12 that they have lost all emails in their inbox. The number of emails have varied from a few ("about 15") to more than 1500. The only real thing they had in common was using an IMAP client to access their inbox, specifically Thunderbird.

Any ideas what could cause this? The larger loss was the senior vice-president, so hundreds of critical emails were lost as a result. At this point, I can't satisfy his request for a guarantee that something like this will never happen again.


Rick Bruner - Director
Technology Support Servi
Post #61062
Posted 3/8/2012 2:16:32 PM
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Considering those user's IMAP connectivity, I would first have users log into Web Mail to compare what's missing or not.

Also, during your upgrade did the mailbox conversion complete successfully?  If not, you can run the mailbox conversion application (convert.exe) from the IMail top directory.

    


Jackie J.
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Post #61064
Posted 3/8/2012 2:56:28 PM
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Thanks for your response!

I checked all five accounts and verified the email was gone.

The convert program has been run at least three times to completion in an effort to solve other issues we have been having with v12. We continue to have problems, but this one is new.



Rick Bruner - Director
Technology Support Servi
Post #61067
Posted 3/8/2012 4:04:19 PM
Time Traveler

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Were the users that lost their mail only using Thunderbird or were they using it in conjuction with our webclient?

Marc Rosamond
Principal Web Developer - IMail

Post #61068
Posted 3/9/2012 4:34:18 PM
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To the best of my knowledge, they were all using Thunderbird. With the problems we've had with IMAP, though, I'm sure at least one of them tried using the web client as well.

Rick Bruner - Director
Technology Support Servi
Post #61077
Posted 3/10/2012 8:13:32 AM


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This issue is fixed in build 12.0.0.370 and is available through myipswitch.com.

If you're still experiencing problems after upgrading please contact tech support.

Post #61093
Posted 3/21/2012 8:54:41 AM
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The issue is NOT fixed. Happened to a user of ours yesterday. All inbox just disappeared. Luckily, we had a tape backup from the night before. This needs to be fixed asap as it is a potentially show stopping bug!

Edit: Yes, we installed hf1 the day after it came out.
Post #61190
Posted 3/21/2012 10:17:52 AM
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After releasing the hotfix, we discovered another scenario in which the issue you noted might occur.  It has now been fixed and will be in service pack 1.  We are in the final stages of testing that release so it should be available soon.  If you cannot wait until then, please contact tech support and we'll see what we can do for you.

Marc Rosamond
Principal Web Developer - IMail

Post #61192
Posted 4/18/2012 4:03:29 PM
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We have had 3 inboxes disappear over the past couple weeks.  Twice to one user over a couple weeks and once to another today.
Post #61431
Posted 4/18/2012 4:29:46 PM
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Are you running SP1?  If not, contact tech support and they can see about getting it installed on your system.

Marc Rosamond
Principal Web Developer - IMail

Post #61432
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