Firetrust Support Forums

For some weeks now I have seen the following error message every time MW Pro 7.12.119 does a check:

Description: An unknown error has occurred. MailWasher is unable to determine the cause of this error.

Diagnosis: <EVENT><NAME>MWPEXCEPTION</NAME><ID>6a4c4a1851945d94c143402077dcb531</ID><DT>2023-02-13 11:27:23</DT><MWPEXCEPTION><UID>Exception 9e8d81aabfefca78d5c2270160305c60</UID><AID>Acct1535633613</AID><SOURCE>MWPfetch::FetchThread()</SOURCE><MESSAGE>Unknown error</MESSAGE><ADDXML></ADDXML></MWPEXCEPTION><ORDINAL>0</ORDINAL></EVENT>

I thought this was simply a glitch and could safely be ignored since it did not seem to be affecting the workings of the app.

However, this morning I am not so sure! I have three email accounts listed to be monitored but at least one of them is clearly not being done. I received an email to this account's Outlook Inbox which I would normally have deleted in MW. I checked the Inbox and Recycle Bin in MW and it was not shown.

Any advice very gratefully received!

Jeff

Yes, if the email account works in your email program on the same PC, often the easiest option here is to try deleting the problem email account and re-importing it....

(First though, click File>>Export and save a copy of your settings to file for a backup)

Please open Mailwasher Pro and click, Settings>>Accounts, click your account and click, "Remove Account", click, "Yes, remove it", close and restart Mailwasher Pro.

In Mailwasher Pro click, Settings>>Accounts "Import Account" and follow the directions.

If there are no amounts listed, cancel to exit this screen and click, Add Account, choose your account type and add account manually.

Full directions are available for this from here:

Mailwasher Pro >> Help >> Help Topics >> Settings Screen >> Accounts

Settings available here (for most ISP's but not personal domains) if you need them: http://www.emailsettings.email/

Many thanks for this!

I followed the outlined process (backed up Settings, deleted the particular account in MW, closed and reopened MW, reinstated the account [checked that MW was connecting to the server, it was]) but still the previously-stated error message is being received AND MW is not seeing mail in that specific account! I sent a test message from one of my other accounts to this particular one, not seen or reported by MW but did download to that account's Inbox.

OK, sure thing, best option then is to try sending me some logs....

- Use MWPro until you get the error/problem.
- Click Help>>Send Support Logs.
- Type: Jeremy into the: "Have a ticket number?" field.
- Click "Send Logs"

Let me know when send just in case they don't arrive....

Hi again,

Support Logs sent (I hope!)

Thanks

Great, thanks for those logs, looks like you just need to change your username and maybe password there, error for that account is:

02-13-2023 17:27:54.079 Info S: +OK #####@uwclub.net selected
02-13-2023 17:27:54.079 Info C: PASS *******
02-13-2023 17:27:57.122 Info S: -ERR [AUTH] Invalid password or username

Change that under Settings>>Accounts, click the account>>Incoming tab, then you should be all set.....?

Hi,

Thanks again. I suspected it might be such an error BUT I have checked the user name and changed the password, still no dice! And the original error message is still shown in the Event Log.

I can still send email from my personal account to the specific one (so I assume all the Outlook settings are correct) but MW fails to see it!

???

Yes, that's a bit odd then... so you can log in here:

https://webmail2.uwclub.net/

Using the same username and password you are entering into MWPro....?

If so, while you are in webmail, delete any spam from there manually, then log out, try using MW for a while and see if it works then? (in case one of the emails are corrupted and causing an issue).

Hi, thanks again.

Yes, no problem at all to log into my webmail account, using same user name and password.

Very little spam there but all trash items now deleted, and logged out of webmail.

Just tried MW again, Event Log shows "Check mail request" for all three of my accounts but "Fetching mail complete" and "Filtering mail complete" for only the other two.

Choosing to "Check Mail" for only the problem account, the Event Log shows "Check Mail" request and within one second "Unknown error" and the error message posted earlier in this thread.

Yes, that's pretty odd alright, I wonder if there is something different about the way the current version handles that particular accounts logon... (it'd have to be a pretty obscure issue though as the other 2 accounts work perfectly)

One other thing you could try is to backup first via File>Export, save that for backup.

Then uninstall and click no when asked to save your settings.

Install this version:

http://cdn.firetrust.com/downloads/mail ... _12_67.exe

Setup the problem account manually and see if that works? if it does, setup the others and see if still all OK...

Please let me know how it all goes....

Hi again,

Sorry about this but the download link doesn't seem to work!

The link gingbat posted, seems to work fine for me — here is an alternative link with multiple choice of download hosts . . . if you wish to try an alternative link for the same 7.12.67:—
https://mir.cr/1US6W7VS

Thanks for the alternative link, MW downloaded.

Previous install completely removed, new install done and key reinstated but still the problem (the error message provoked by any attempt to check the specific account and the emails on that account are not checked by MW).

Yes, that's pretty weird alright... only other suggestions I have is to either contact your ISP and see if they can see anything weird with the account setup on their end, OR, email or PM me the password for this account (DONT post it here) and I can try setting it up in MWPro to test it out, you're welcome of course to change it before or after I use it...

Many thanks to @gingbat, this was finally resolved by the simple expedient of changing the particular email account from POP3 to IMAP. The other two accounts are still POP3, without problems!