Firetrust Support Forums

I have an e-mail that is for a warranty which I didn't catch when it came through. Mail Washer put it into the Recycle Bin. It does not restore, and when I forward it I don't get the content of the message. The error is listed below.

(edited to remove users email address details)

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

Diagnosis: <EVENT><NAME>MWPEXCEPTION</NAME><ID>0f9fb4a6b4bce70d0a4337edd5958c99</ID><DT>2023-05-13 12:45:39</DT><MWPEXCEPTION><UID>Exception 0aa13b808b19c4ad39a82cab43f039bb</UID><AID>*</AID><SOURCE>SMTPservice::SendEmailList</SOURCE><MESSAGE>StdException - ChilkatLog: SmtpNoop: DllDate: Mar 19 2017 ChilkatVersion: 9.5.0.66 UnlockPrefix: FRETRS.CB10418 Architecture: Little Endian; 32-bit Language: Visual C++ 9.0 (32-bit) VerboseLogging: 0 ensureSmtpSession: ensureSmtpConnection: SmtpHost: smtp.comcast.net SmtpPort: 465 SmtpUsername: [email protected] SmtpSsl: 0 StartTLS: 1 AutoFix: SMTP port 465 is typically for implicit SSL/TLS. To prevent auto-fix, set the AutoFix property = False/0 smtpConnect: smtpHostname: smtp.comcast.net smtpPort: 465 connectionIsReady: Need new SMTP connection --connectionIsReady smtpSocketConnect: socketOptions: SO_SNDBUF: 262144 SO_RCVBUF: 4194304 TCP_NODELAY: 1 SO_KEEPALIVE: 1 --socketOptions --smtpSocketConnect smtpGreeting: </MESSAGE><ADDXML><TYPE>SMTPSENDLIST</TYPE><HOST>smtp.comcast.net</HOST><PORT>465</PORT><ACCOUNT_TEXT>Restore</ACCOUNT_TEXT><ACCOUNT>*</ACCOUNT><USER>[email protected]</USER><LOGINTYPE>9</LOGINTYPE><SSLMODE>0</SSLMODE></ADDXML></MWPEXCEPTION><ORDINAL>0</ORDINAL></EVENT>

Yes, seems you are using the SSL port (465) but using TLS. Change the outgoing server so it uses SSL and that 'should' fix the problem?

In MWPro click, Settings>>Accounts, click the account you want to restore mail from, click the Outgoing tab >> Advanced,
click the "Secure Connection" button and select SSL, (ensure the port Number changes to or remains at 465)
Click, Save.

Yes, I did see to check the settings from a previous post so I changed the TLS setting to SSL earlier, but it still won't restore the e-mail.

Thanks!

Sheryl

Hi Sheryl, OK, in that case, can I please have some logs as per below directions:

- Use MWPro to try to restore an email,
- Click Help>>Send Support Logs.
- Write a note referring to this post (copy/paste the link from the address bar in your web browser)
- Click "Send Logs"

Then, reply to this to let me know the logs have been sent in case they do not arrive for any reason...

Hi there,

I did send logs.

Thanks!

Sheryl

Hi there,

I did send logs.

Thanks!

Sheryl

Hi Sheryl,
Sorry, seems these never arrived... please email them to me at support at firetrust dot com, (using the @ . of course) referring to this post as below...

Open MWPro,
Use MWpro until you get the error message,

Then, attempt to send logs:

- Click Help>>Send Support Logs.
- Click "Send Logs"

After this seems to have completed, (as we know the logs are not currently sending correctly),

Click Help>>User Files
Double click the autosupport.eml file that shows there,
Forward this to me INCLUDING the 3 zip file attachments.

Thanks!

Hi Sheryl,
Just got the logs thanks, they show this error:

SmtpCmdResp: 535 5.7.0 ...authentication rejected (6)
--readSmtpResponse
SMTP authentication failed after sending password.
Check your username/password or your SMTP server's auth settings

That means that the comcast mail server is refusing the username or password MW is sending.

Click Settings>>Accounts, click the account you are restoring from>>Outgoing tab>>Advanced, and select, "Use the following logon" and type in your full comcast email address and password.

(If not 100% sure on the password, check under the Incoming tab and click the eye icon to the right of the password field to view it.)

Save changes and hopefully that resolves the issue....?

I was having the same problem and it was working fine since I got MW back in the shareware days. It turns out that the last update my account's "secure connection" in advanced from "SSL" to "None". I use a secure email server and it also changed the port from 465 to 587