Restore not working

[Roxie2401]

Hi,

I suspect there are multiple forum topics to search, but this may all come down to my no understanding what Restore should do.

I am using MailWasher Pro 7.15.5 and may not have my options set correctly.

Each time I attempt to restore a message, I will get a string of errors (usually starting with one that just is labeled "Error" in red with no other information, followed by Deleting mail incomplete and Confirmation of Restore Mail Complete ----- note: the time stamp shows those errors in the reverse order (Restore Complete, Deleting incomplete, and Error.

I did find on a forum entry the following "firstly, please note that in the 7.xx version, MWPro uses the settings from the email account you deleted the email from, not those within any email client......." which really confused me.

Does this mean that in my Settings/Recycle Bin/Fall Back Account is not used for restoring? Those are the settings I have been trying to get to work -- the fall back account ---- and do I understand in the Account settings, it would the that account's "Outgoing" settings that could be causing the problem? Or does MailWasher use the Incoming account mail account (Verizon or ATT or gmail, etc.) to restore the message and not the fall back account' Outgoing to send the message?

I am totally lost and the Error file is a mystery. All I know it that I see that there is always a green check mark that says "Restored" but the message never shows up as being restored.

Example: I just used Thunderbird to send a message to my from Account 1 and Account 2, including each message was sent to the same account and to the other account --- so four messages came in. I deleted all four and the went to the recycle bin. Then in the Recycle bin I "restored" all four (got the green check mark) but nothing showed up after a long wait on a new MailWasher check of mail (waited for the five minute check for new mail.

I am obviously totally lost ----- any suggestions on how it should work or log files that would help? What does MailWasher use (Fall Back Account) to restore, etc.?

Thanks for the great forum!


FYI - I have all may MailWasher accounts using the same Incoming/Outgoing settings that I am using in Thunderbird and have no issue sending messages on any of those accounts.

[gingbat]

Not a problem, first, yes, the fallback account MW uses to restore from is only used if the account you are restoring from fails to restore.

However, you'll need to update to 7.15.10 from here:

https://www.firetrust.com/products/mail ... o/download

As there is an issue with that version and the fallback account... (this version is not yet on the auto updater so you wont see it via Help>>Check for Updates yet).

Then, 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.

- 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...

[gingbat]

Got your logs thanks! and yes, seems there is an issue with MW and the restore in this case, as MW reports a good connection to the outgoing server, (so your settings are correct), but then fails to actually send the restored email....

Note that Verizon now use AOL and I am aware of an issue with restoring emails via AOL accounts, so likely the same issue here... .we are working on this, but unfortunately the AOL restore wont currently work, as they only are blocking our OAUTH connection to the SMTP server, we're working on this now, but no date as yet sorry!

Only option here is to use the forward function, (above the preview pane) or another SMTP server like a gmail for example....

To forward an email, click on the email in the recycle bin, then click the Forward button and forward it to yourself, this sends the email as you, and uses your default email client on your PC, not the settings within MWPro....

If you do have a gmail account, here's how to set it up:

In MWPro 7 click, Settings>>Accounts, click the account you want to restore mail from, click the Outgoing tab and ensure your SMTP Server is:

smtp.gmail.com

Then click Advanced, and tick:

"My SMTP server requires authentication", and select:

"Use the following logon"

Type in your Gmail address as username, and your gmail APP PASSWORD (details below)

Click the "Secure Connection" button and select SSL, (ensure the port Number changes to 465)

Click, Save.

Further info/app pwd info on gmail connections here also:
viewtopic.php?f=50&t=64582

[Roxie2401]

Hi,

Well, that's not great news but at least I know my settings are correct.

Question: I also have a gmail account --- when you say, "In MWPro 7 click, Settings>>Accounts, click the account you want to restore mail from, click the Outgoing tab and ensure your SMTP Server is:" are you saying to change my Outgoing in my Verizon account to gmail or are you saying to change the Restore Account (Fall Back account) to gmail?

My Outgoing gamail account was already configured the way you suggested and I did just change the Fall Back from Verizon to Gamail ------ most mail was restored but it is still logging errors on each attempt.. But usually for each message is shows:

User Action - "Restore Mail" request
Confirmation - "Restore Mail" Complete
Error
Confirmation - "Restore Mail" Complete
Error
Warning - Deleting mail incomplete

I wish the "Error" would give more information.......

Do you want more log files now that I have changed the Fall Back account?

Thanks for the great response!

[Roxie2401]

Hi,

Well, that's not great news but at least I know my settings are correct.

Question: I also have a gmail account --- when you say, "In MWPro 7 click, Settings>>Accounts, click the account you want to restore mail from, click the Outgoing tab and ensure your SMTP Server is:" are you saying to change my Outgoing in my Verizon account to gmail or are you saying to change the Restore Account (Fall Back account) to gmail?

My Outgoing gamail account was already configured the way you suggested and I did just change the Fall Back from Verizon to Gamail ------ most mail was restored but it is still logging errors on each attempt.. But usually for each message is shows:

User Action - "Restore Mail" request
Confirmation - "Restore Mail" Complete
Error
Confirmation - "Restore Mail" Complete
Error
Warning - Deleting mail incomplete

I wish the "Error" would give more information.......

Do you want more log files now that I have changed the Fall Back account?

Thanks for the great response!

[gingbat]

Yes, either should work, but I'd change the outgoing settings for the account you are restoring from, however if it works, great!

Re that error, it seems to show the restore worked, but a delete mail attempt failed?

Note you can check your actual logs yourself under Help>>User Files>>Logs, click the folder with todays date and you'll see a bunch of logs, the restore one will be "MWPapp_Restore.log" each account has its own log, eg: MWPapp_Gmail.log

[Roxie2401]

Thanks but I'm still a little confused.

I'm receiving email from three different accounts, lets say 1, 2, & 3. MailWasher is set up to check all three in order. If I delete messages from all three and on occasion need to restore one of them (not necessarily the same one always), are you saying I should change the Outgoing settings on all three accounts to, in this case, until MW is fixed with the OAUTH issue, gmail outgoing on all of them just for the restore function and not worry about the Fall Back setting?

Then the Outgoing settings would no long be a match to the actual outgoing settings in Thunderbird?

[gingbat]

Yes, outgoing settings in MW are only for restoring mail or bouncing mail, (we don't really recommend bouncing general spam anyway though, just known senders who wont stop emailing you), so although yes, you can only change it in the fallback account, you'll get an error message and it'll take longer to restore as MW will try the default SMTP settings for the account you are restoring from first, wait until it fails or times out, then try the fallback account....

[Roxie2401]

Interesting.

I just changed the Verizon Outgoing and deleted a message from that account then did the restore with the Outgoing set to gmail ----- it worked but still threw that Error message ----- I was hoping it would clear and no errors would show up.

At least the Restore worked.

[gingbat]

Yes, that is interesting I agree.... can you post the restore.log contents here? (without any personal details) possibly?

Also send me some logs after this happens again please....

[Roxie2401]

Gmail for restore seems to work consistently but still shows an error every time; sometimes with a Warning "Deleting Mail Incomplete." I just don't get the "Error" every time a Restore is done and the Event log tab pops up.

Not sure I ever saw that before when on a previous version of MW, both the Account and Fall Back Account worked----I'll keep poking around but when I look at the Logs (Restore Log and Fall Back Log) I don't understand what I'm seeing.

Maybe it has something to do with "IMAP SERVER LOGIN: 502-5.5.1 Unrecognized command." on each restore.....................

08-30-2024 10:32:40.851 Info IMAPservice::IMAPservice host=smtp.gmail.com port=465
08-30-2024 10:32:40.851 Info LOGIN acc=* user=[email protected]=smtp.gmail.com port=465 logintype=5 sslmode=1
08-30-2024 10:32:40.994 Info C: LOGIN *******
08-30-2024 10:32:41.032 Info IMAP SERVER LOGIN: 502-5.5.1 Unrecognized command. For more information, go to
08-30-2024 10:32:41.032 Error IMAPservice::Login Exception - smtp.gmail.com [email protected]

[Roxie2401]

Ok, so I tried a restore with the Verizon account Outgoing back to "normal" smtp:verizon.net and all the other usual settings, and the Fall Back account back to Verizon ------ did the restore on a message for that account --- the restore worked but got the following error"

08-30-2024 10:47:34.936 Info IMAPservice::IMAPservice host=smtp.verizon.net port=465
08-30-2024 10:47:34.936 Info LOGIN acc=* user=[email protected] host=smtp.verizon.net port=465 logintype=5 sslmode=1
8-30-2024 10:47:35.127 Info C: LOGIN *******
08-30-2024 10:47:35.179 Info IMAP SERVER LOGIN: 500 5.5.1 Command MW2 unrecognized.
08-30-2024 10:47:35.179 Error IMAPservice::Login Exception - smtp.verizon.net [email protected]

So, the question is -- why is this error showing login to IMAP Service? both my Incoming and Outgoing for Verizon are conventional pop and smtp

Why does MW think this is IMAP?


_________________________________________

I'm probably way off base here but did the same thing with the Att.net account --- back to normal Outgoing and got a similar message:

08-30-2024 11:05:50.816 Info IMAPservice::IMAPservice host=outbound.att.net port=465
08-30-2024 11:05:50.816 Info LOGIN acc=* user=[email protected] host=outbound.att.net port=465 logintype=5 sslmode=1
08-30-2024 11:05:51.022 Info C: LOGIN *******
08-30-2024 11:05:51.077 Info IMAP SERVER LOGIN: 500 5.5.1 Command MW2 unrecognized.
08-30-2024 11:05:51.077 Error IMAPservice::Login Exception - outbound.att.net [email protected]

But in all cases the restore works --- just causes and error every time.

[gingbat]

Oh OK, good to hear Verizon restore is working, I understood that it was broken... can you please send some logs after restoring from here as our developer is looking at this now... hopefully he can get rid of the error messages as the restore IS working....


- 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...

[Roxie2401]

Nope - Verizon still does not work consistently ------ If I send a message to myself to myself from my Verizon account MW seems to restore it, maybe because it didn't go to AOL?? But other messages to me from other sources to the Verizon address fail to restore unless I reconfigure to gmail.com either in the outgoing verizon settings or set the Fall Back to gmail.

Still bugged about the IMAP log in error on all the restores --- why using IMAP Server and IMAP Service?

Log files sent with same ticket number 41130.

Please let me know if there is any testing sequence that you may need done on this end.

Thanks

[gingbat]

Yes, not sure either on that IMAP... asking now.... and yes, have sent logs to the developer too...... thanks!!!