Having Restore Email Problems ... AGAIN

[blueboy714]

I had this probably a few months and was able to figure it out, but I am having it again and not sure why I can't restore emails from recycle bin. When I try to restore - I don't get the "RESTORED" popping up next to the email in the recycle bin. I'm not getting any error messages and I didn't change any settings. Please help.

[blueboy714]

I had this probably a few months and was able to figure it out, but I am having it again and not sure why I can't restore emails from recycle bin. When I try to restore - I don't get the "RESTORED" popping up next to the email in the recycle bin. I'm not getting any error messages and I didn't change any settings. Please help.

[gingbat]

Possibly your ISP has changed something on their end? it is possible that the account setting were corrupted by something like a disk cleanup type program however, so check those first...

Please check these settings are correct under, Settings>>Accounts, click your account, click the "Outgoing" tab, and check the settings.

NOTE: you can get settings for most ISP's here: http://www.emailsettings.email/

Also, ensure that your antivirus programs email scanner is not preventing MW's outgoing mail there, (you can disable the outgoing mail scanner if you wish, as the antivirus programs real time scanner will scan all mail anyway).

Check that the firewall is not stopping outgoing mail from MWPro also.

If all appears fine for all your accounts and security software, please try restoring again, when you get the error, (or no mail appears) could you please send me your logs there.

Click, Help>>Send Support Logs, enter a message referring to this post and click send.

Thanks!

Also, post back to let me know when you have sent these, as sometimes they don't make it here when having restore issues....

[blueboy714]

That was the first thing I checked and they match both what is on my ISP's website and the link you provided me.
I have been using MW since it was share/free ware and I've been using the same anti-virus software the entire time.
Firewalls are not the problem.
This is not first time regarding this problem.

Help>Send Support Log sent - but you will say repeatedly that you never received.

[gingbat]

Yes, you are right, we did not receive these, no problem though, we'll use another method to get these....

Click Help>>User Files
Double click the autosupport.eml file that shows there,
Forward this to support at firetrust dot com INCLUDING the 3 zip file attachments.

[blueboy714]

I'm not seeing the file "autosupport.eml" in the directory Help>User Files took me to:
C:\Users\Current User\AppData\Roaming\Firetrust\MailWasher
- OR -
anywhere else on my PC.

Do I need to do something to generate this file? As I mentioned I'm not getting any error messages.

Thanks

[gingbat]

Yes, it's only generated when you click Send Logs under Help>>Send support logs, if not there, possibly you did not click the actual "Send Logs" button there?

If you did and it is not there, then yes, that is pretty odd, just send us the contents of the Help>>user Files>>Logs folder.... cheers!

[blueboy714]

OK - that did the trick. I just emailed you the autosupport.eml file. Ticket #26360. Hopefully between my email & the log send through your FT MW Help>send log you will get something.

[gingbat]

Yes, got both the logs and .zip file thanks.... and for some odd reason there is no restore.log in those logs at all? you are clicking on an email in the recycle bin, then clicking the restore button as below....?

2023-08-28_060607.jpg (39.48 KiB) Viewed 6877 times

....as that is when the log is created....

Also, which account are you trying to restore from please? (as no restore log, I cannot tell)

[blueboy714]

Yes and yes.

Here is a screenshot. I am trying to restore emails from the email that my FT forum account is registered to which is the same as the one I've been emailing you from.

Do I need to have something checked in my account settings to create this missing file? I have the setting set to store deleted emails for 21 days and the restoring is set to the fallback account that I mentioned above.

Do I need to store cached emails in my account's store cached emails?

Thanks

[gingbat]

OK, try this version (*due for release today, so anyone is welcome to download early from here if you like):

https://25fc482ddf92aa413bac-f38e90dc86 ... 12_173.exe

If just the same, send new logs exactly as below and I'll see if they report anything different....

- Open MWpro and click the Recycle bin tab,
- Click on an email, then click the "Restore" button
- Wait 10 secs or so to be sure the process has completed,

IF you never get the email, OR there is an error,

- 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...

[blueboy714]

Installed new version of MW and tried to restore an email - but it took forever to connect to my ISP - and then changed to IDLE. No "Restore" next to the email I was trying to restore and no restored email in my inbox.

I did get a log received email from FT so the sending log worked - hopefully you got it. If you didn't I responded to the email I got and sent the autosupport.eml log

[gingbat]

Got them perfectly thanks, and yes, the issue seems to be you are using port 587 (the TLS port) but don't have TLS enabled.

Currently account settings show:
<OutgoingServer Type="SMTP" Port="587" Security="None" AuthType="UseIncoming">

When they should be:
<OutgoingServer Type="SMTP" Port="587" Security="TLS" AuthType="UseIncoming">

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 TLS.

Click Save and try restoring another email....

How did that go?

[blueboy714]

Still not working after changing the settings. I get an error log message (I changed my email to xxxx)

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

Diagnosis: <EVENT><NAME>MWPEXCEPTION</NAME><ID>15b05e7da880ddddfa25390d804a7c54</ID><DT>2023-08-27 16:04:22</DT><MWPEXCEPTION><UID>Exception ff4c58187732f46247c6c71a9ffd94f1</UID><AID>*</AID><SOURCE>SMTPservice::SendEmailList</SOURCE><MESSAGE>StdException - ChilkatLog: SmtpNoop: DllDate: Jul 23 2023 ChilkatVersion: 9.5.0.95 UnlockStatus: 1 Architecture: Little Endian; 32-bit Language: Visual C++ 9.0 (32-bit) VerboseLogging: 0 ensureSmtpSession: ensureSmtpConnection: smtpParams: SmtpHost: xxxxxxxxxxxxxxxxxxxxx SmtpPort: 587 SmtpUsername: xxxxxxxxxxxxxxxxxxxxx SmtpSsl: 0 StartTLS: 1 --smtpParams smtpConnect: smtpHostname: xxxxxxxxxxxxxxxxxxxxx smtpPort: 587 connectionIsReady: SMTP host changed. SMTP port changed. Need new SMTP connection... --connectionIsReady smtpSocketConnect: socketOptions: SO_SNDBUF: 262144 SO_RCVBUF: 4194304 TCP_NODELAY: 1 SO_KEEPALIVE: 1 --socketOptions --smtpSocketConnect smtpGreeting: readSmtp</MESSAGE><ADDXML><TYPE>SMTPSENDLIST</TYPE><HOST>xxxxxxxxxxxxxxxxxxxxx</HOST><PORT>587</PORT><ACCOUNT_TEXT>Restore</ACCOUNT_TEXT><ACCOUNT>*</ACCOUNT><USER>xxxxxxxxxxxxxxxxxxxxx</USER><LOGINTYPE>9</LOGINTYPE><SSLMODE>0</SSLMODE></ADDXML></MWPEXCEPTION><ORDINAL>0</ORDINAL></EVENT>

[gingbat]

Darn, settings all look correct according to the ISP's web site, so if you could please send some new logs and I'll take another look... cheers!