MW Pro 7.11.0 - Mailwasher has stopped deleting emails.

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Tex
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MW Pro 7.11.0 - Mailwasher has stopped deleting emails.

Thu Nov 23, 2017 5:28 am

I've been a Mail Washer customer for many years and on the Pro versions of it since that was released. I've always been able to count upon MW to wash/remove emails that I don't want flowing into my Outlook inbox. For some reason that is no longer working and has been that way for a couple of weeks. In MW Pro, I can target (select) emails for deletion, perform the Wash action and they disappear from the MW list. But then when I open up Outlook, those same messages that I wanted deleted are passed right through to Outlook.

I've already tried the oft suggested action of setting Outlook not to retain messages at the server and that is not solving the problem. Mail Washer has worked flawlessly in the regard for many years which is why I use it. But now, it is not removing messages and SPAM that I don't want passed through to Outlook. I use POP3 on my account by the way.

I'd appreciate knowing if something has recently changed such that mail washing is no longer doing its main function.

Thanks.

PS: Forgot to add that I also have MW Pro set to "not to store cached emails".
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TrustFire
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Re: MW Pro 7.11.0 - Mailwasher has stopped deleting emails.

Thu Nov 23, 2017 9:15 am

Which is the e-mail service that is affected (for example — Gmail, Yahoo, etc., etc?)

Tex wrote:I've already tried the oft suggested action of setting Outlook not to retain messages at the server and that is not solving the problem.
Nevertheless, do cross-check your Outlook configuration with the one at this graphic step-by-step tutorial.
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Tex
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Re: MW Pro 7.11.0 - Mailwasher has stopped deleting emails.

Thu Nov 23, 2017 11:51 am

All the settings in Outlook are exactly as the tutorial shared so that was a 100% match.

My email provider is Comcast/Xfinity and it is the emails from that provider that are not being washed by MW Pro. As I said, MW has worked flawlessly for years in this regard and only lately is not removing emails. I don't tinker with Outlook at all, so it has been the same as when it was working with MW Pro.
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TrustFire
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Re: MW Pro 7.11.0 - Mailwasher has stopped deleting emails.

Thu Nov 23, 2017 8:09 pm

Tex wrote:My email provider is Comcast/Xfinity and it is the emails from that provider that are not being washed by MW Pro.
Just to be clear — you are using the following combinations for your Comcast/Xfinity account?
  1. MailWasher with POP3
  2. Outlook with POP3
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Tex
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Re: MW Pro 7.11.0 - Mailwasher has stopped deleting emails.

Tue Nov 28, 2017 3:27 am

Yes, both MW Pro and Xfinity are POP3 and have been for many years. I have made no changes which is why I feel that something has changed with MW Pro. It is even passing through emails that I have on my filtered SPAM list for auto-deletion.

MW Pro is not doing its job as of late for some reason. I'm tuned-in for further ideas, but also must start looking for an alternative since I can't seem to get a handle on why this product has recently and on its own failed to do what it is designed to do. I've been a MW customer for many years, am skilled at using it and would not want to remove it. But, something has broken and the product is not acceptable as a utility with this current failure.
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TrustFire
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Re: MW Pro 7.11.0 - Mailwasher has stopped deleting emails.

Tue Nov 28, 2017 4:15 am

Tex wrote:I'm tuned-in for further ideas, but also must start looking for an alternative since I can't seem to get a handle on why this product has recently and on its own failed to do what it is designed to do. I've been a MW customer for many years, am skilled at using it and would not want to remove it. But, something has broken and the product is not acceptable as a utility with this current failure.
Unfortunately, there is no alternative to MailWasher in so far as the depth of what it does, is concerned. :(

There is no failure, either — it's working great, here. The issue that you are facing is not rooted at the MailWasher end. :)

Tex wrote:MW Pro is not doing its job as of late for some reason.
Tex wrote:In MW Pro, I can target (select) emails for deletion, perform the Wash action and they disappear from the MW list.
By your own opening post (highlighted in red,) it is evident that MailWasher IS doing its job. MailWasher IS deleting your unwanted mails — however, something is pulling the mails deleted by MailWasher back onto the Comcast/Xfinity mail server. ;)

You may want to check whether (knowingly or unknowingly) you have a (possibly) forgotten device (very likely) a mobile or handheld, which could (probably) have been configured for IMAP and therefore (might) be responsible for reverting those deleted mails back on the server. :idea:
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Tex
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Re: MW Pro 7.11.0 - Mailwasher has stopped deleting emails.

Tue Nov 28, 2017 5:12 am

It may be "evident" to you that MW is doing it's job, but I truly resent your referring to my original message in a dismissive way. I shared exactly what was happening, but you chose to take a snippet from what I've shared and deem MW was not at fault.

I have another Notebook that has been setup in Outlook with IMAP for well over a year. That is the default that Outlook uses if you allow the automated process to setup an email account. For the past year, I have had no issue with my Notebook being configured for IMAP and my desktop being configured with POP3. That brings me back to "what did you guys change recently" that would have caused a new issue. Your conclusion of the problem source (IMAP on another device) has produced absolutely no issues for over a year until just recently. So, before you summarily decide that the customer's report of a problem is not a MW failure, maybe ask more questions of the customer the next time. ;)

MW may be the only solution, but after that particular reply I am more motivated to seek one out. That kind of "monopolistic" attitude does not build customer loyalty and I've been a long term customer of this product. I feel differently about that now. :?
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TrustFire
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Re: MW Pro 7.11.0 - Mailwasher has stopped deleting emails.

Tue Nov 28, 2017 5:46 am

Tex wrote:It may be "evident" to you that MW is doing it's job, but I truly resent your referring to my original message in a dismissive way. I shared exactly what was happening, but you chose to take a snippet from what I've shared and deem MW was not at fault.
Just want you know that my reference to that snippet from your original message is in no way "dismissive" — I reiterate that MailWasher IMO, is not at fault.

Tex wrote:MW may be the only solution, but after that particular reply I am more motivated to seek one out. That kind of "monopolistic" attitude does not build customer loyalty and I've been a long term customer of this product. I feel differently about that now. :?
Would indeed love to see you find a better solution (good-luck with that :thumbsup) — hope you can let me know, too when you do (since I am just another user like you — not an employee of Firetrust.)

BTW, since I am not subscribed to Comcast/Xfinity, would no longer be in a position to offer any further assistance — sorry about that.
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Tex
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Re: MW Pro 7.11.0 - Mailwasher has stopped deleting emails.

Tue Nov 28, 2017 6:04 am

Might be a good idea to state (up-front) that you are not representing FireTrust Support at the beginning. Before you make claims that the "product" is not a problem, maybe allow an actual FireTrust support person to communicate that particular position. Now I understand why this discussion was going sideways from what should have been productive support/resolution thread. :facepalm
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TrustFire
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Re: MW Pro 7.11.0 - Mailwasher has stopped deleting emails.

Tue Nov 28, 2017 6:08 am

Tex wrote:Might be a good idea to state (up-front) that you are not representing FireTrust Support at the beginning.
Thanks for the "gratitude."
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Tex
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Re: MW Pro 7.11.0 - Mailwasher has stopped deleting emails.

Tue Nov 28, 2017 6:09 am

To actual Mailwasher Pro support people that do work for FireTrust, please do re-engage this discussion. I was not aware that I was speaking to a person that does not work for the FireTrust support organization.

I would still be very interested in talking with an actual support person from FireTrust. :)
Tex
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Re: MW Pro 7.11.0 - Mailwasher has stopped deleting emails.

Tue Nov 28, 2017 6:12 am

TrustFire wrote:
Tex wrote:Might be a good idea to state (up-front) that you are not representing FireTrust Support at the beginning.
Thanks for the "gratitude."
It is difficult to be "grateful" to someone that acts like they are representing the company in a support thread and then takes the direction that you chose. I thought that it was quite odd for a company employee to have spoken to a customer in that manner. Now I know why.
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rusticdog
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Re: MW Pro 7.11.0 - Mailwasher has stopped deleting emails.

Tue Nov 28, 2017 10:43 am

Hi Tex

Can you send some logs to have a look at.
First I'd like you repeat the issue, so the emails load into Outlook >> then back in MailWasher do another Check Mail. Once that's all done, then if you go Help >> Send Support Logs >> Enter a brief note like 'emails not deleting' >> in the Ticket Number field enter chris >> Send Logs.

Reply back here once sent, so I know to be on the lookout for them.

Cheers
Chris
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Re: MW Pro 7.11.0 - Mailwasher has stopped deleting emails.

Thu Nov 30, 2017 3:59 pm

Just for the record I have the same problem. I am using Outlook 2016 and Time Warner (Spectrum) email. The deleted emails on MW are not being deleted from the Server. I just re upped my subscription this month.


Tex wrote:It may be "evident" to you that MW is doing it's job, but I truly resent your referring to my original message in a dismissive way. I shared exactly what was happening, but you chose to take a snippet from what I've shared and deem MW was not at fault.

I have another Notebook that has been setup in Outlook with IMAP for well over a year. That is the default that Outlook uses if you allow the automated process to setup an email account. For the past year, I have had no issue with my Notebook being configured for IMAP and my desktop being configured with POP3. That brings me back to "what did you guys change recently" that would have caused a new issue. Your conclusion of the problem source (IMAP on another device) has produced absolutely no issues for over a year until just recently. So, before you summarily decide that the customer's report of a problem is not a MW failure, maybe ask more questions of the customer the next time. ;)

MW may be the only solution, but after that particular reply I am more motivated to seek one out. That kind of "monopolistic" attitude does not build customer loyalty and I've been a long term customer of this product. I feel differently about that now. :?
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rusticdog
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Re: MW Pro 7.11.0 - Mailwasher has stopped deleting emails.

Thu Nov 30, 2017 4:31 pm

Can you send me some logs as per previous post.

Cheers

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