No emails!

[oldhonda]

All was operating as it should be until 2/3 days ago when ALL emails stopped coming in. Have restored system back to 2/23/24 and still no joy. Any suggestions?

[gingbat]

Yes, if you have multiple email accounts check your firewalls and any other security software you have running there, as it's unlikely all accounts would start failing at once.

If only one account, probably the best 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/

[oldhonda]

Thanks Gi, tried your suggestions, but still, no joy. At a loss as for the next step. Email program is Outlook, will search around there and see if something is amiss. If you have further ideas, I'm all ears.

[gingbat]

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

- Use MWPro to check mail for the problem account/s
- 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 post to let me know the logs have been sent in case they do not arrive for any reason...

[oldhonda]

Bypassed MW and went straight to Outlook and clicked on "Send/Receive All Folders" and almost immediately started downloading 50 emails! So the problem is in MW and not Outlook. Going to do another uninstall/reinstall and see what happens, but at least am able to receive email again, just going to have to watch what downloads until I can figure out what the prob is with MW.

EDIT: will send the logs in a few....

[oldhonda]

Logs sent!

[gingbat]

Great, thanks for those logs, and yes, a couple of possibilities....

First, the logs show that MW cannot even connect to the server to send the logon details, no reason given, however possibly a firewall or other program has updated, or you updated MW, and the firewall is now blocking Mailwasher from accessing the net at all...?

However... as MW did manage to send the logs fine (it sends these via our servers if your outgoing server fails for any reason), it may be because ATT now require you use a secure key (replaces your normal password in MWPro) for accessing your email via third party programs like MW.... so if not using this, that'll likely be the problem.....

AT&T secure key ATT secure key
https://www.att.com/support/article/ema ... /KM1240308


CREATE A SECURE MAIL KEY

Learn how to create a secure mail key from your mobile device, tablet, or computer.
Have your User ID and password ready to sign in to myAT&T.

* Go to Profile [https://m.att.com/myatt/native/deepLink ... pInstall=N] > Sign-in info.
* Select the email account that you want to get a secure mail key for. (You’ll find a drop-down menu at the top if you have multiple accounts.)
* Scroll to Secure mail key and select Manage secure mail key.
* If you have more than one email address, select the one you want to use.
* Select Add secure mail key.
* Enter a nickname for the secure mail key to make it easier to recognize.
* Select Create secure mail key.

* Select Copy secure mail key to clipboard. (Jot down your secure mail key, so you have it handy if you have to update an email app on several devices.)

* For security purposes, the secure mail key only shows until you select OK.
* If you lose or forget the secure mail key, you can create new secure mail keys as needed.

* Select OK.
* Go to your preferred email app and replace the existing password with your secure mail key. (For an IMAP account, delete the existing password for both the IMAP and SMTP servers and replace them with your secure mail key.)

[oldhonda]

Obtained and inserted into Outlook, uninstalled and re-installed MW, still no joy. Sent a test email to myself, failed to show on MW, but downloaded promptly bypassing MW. Just don't know....

[gingbat]

OK sure thing, only way to tell for sure it's not another program causing a connection issue is to start it in safe mode and see if the error re-appears, if it does, something in MW or the mail server must be at fault, if all good, something else on your PC just be at fault.....

(If you like, you can also check the log under Help>>User Files>>Logs, click the folder with todays date and open the .log file with your email address or account name in it, it'll tell you there if the connection was successful or not...)

Note also that the only way to be 100% sure it's not any other program on your PC causing problems is to run MW in safe mode and see if it still has issues....

Starting in safe mode details are here:
http://www.bleepingcomputer.com/tutoria ... ial61.html

(NOTE: safe mode starts your PC with no other programs running including security programs, so don't actually open any files from your PC or web sites from the net that you are not sure are safe)

[oldhonda]

Tried a couple of times in Safe Mode but couldn't log on to Outlook. Kept getting error 0x426-0x0. Followed through on the error, only option with MW was UNINSTALL, could not REPAIR. Same for Outlook. Trying to get MW back to the way I had it. How do I put the envelope icon in the tray?

[gingbat]

No, you dont need or want to run Outlook or any installation/uninstallation files when in safe mode, that is just to run MW to see if it can connect to your account.

Once you find out if it can connect or not, restart your PC in normal mode again....

[oldhonda]

OK, sorry I misunderstood. Before going into safe mode, sent a test email to myself, then booted up into safe mode. Ran MW and it would not dl the test email. Something is wrong somewhere, and I really don't feel comfortable not having MW look out for me. Anything else?

[gingbat]

OK so when running MW in safe mode it fails, and if you use the app password method in MW, that fails also, the next option would be to completely remove MW, restart your PC, reinstall, then re-import the account from Outlook where it IS working....

I recommend you backup first: File>>Export, save the file somewhere safe.

Then uninstall MWpro and click NO to save your user data.

Then just in case there is still some old files around..... browse to the following folders (IF there) and delete actual "Firetrust" folders:

C:\Program Files\Firetrust
C:\Program Files (x86)\FireTrust
C:\ProgramData\Firetrust

(The last folder is actually hidden, so you may need to enable Windows to show hidden files and folders under,
the Windows Control Panel, Folder Options>>View Tab>>Select, Show hidden files and folders.)

Re-install MWPro .
Run the setup wizard and import your account from Outlook.......

[oldhonda]

Here's something that my help you solve this mystery. Before doing what you suggested about the complete uninstall/reinstall, just noticed the error log is stating over and over again that the msg is "Failed to log into the Pop3 server". And the Priority is High. Does this suggest anything to you?

[gingbat]

Yes, last logs you sent showed MW could not even connect to the mail server to send your logon details, so possibly try logging into your email account via it's webmail page manually just to double check that the password you are using in MWpro is correct?

If it is, you are welcome to send some new logs like you did last time so I can confirm that the error is the same, OR, it's changed..... or yes, try a full removal/reinstallation....