Outlook 2019, shared IMAP account problem

1

I have an info@ axigen imap account that is used by a few Outlook 2019 clients at the same time.

When someone tries to delete an email in that shared account the email gets stuck in a loop sometimes and it apears in trash and another copy in inbox.

In Webmail I get an error saying the mail does not exist if I try to delete it.
When that happens Outlook and Webmail are telling me I got a new email every few seconds.
I sometimes get the same mail a few hundred times in the trash because of this behavior.

I have to close all instances of Outlook and restart the Axigen Service before I can delete the mails in webmail. Only closing Outlook is not enough.

I updated the Axigen Server running on Windows to Version 10.3.1.10, still the same error occurs.

If someone has any good Ideas I would be grateful :slight_smile:

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2

Hello Julian,

Could you please confirm how are your Outlook 2019 clients connecting to Axigen?

And, btw, how many of such mail clients are using that “shared” account?

BR,
Ioan

3

Hey Loan,

Its 6 users connected over IMAP.

4

Hello Julian,

Could you please confirm the value set for Max number of IMAP sessions for the account “shared”.

You could get it via WebAdmin > Domains & Accounts > Edit account > Quotas and Restrictions > Restrictions > Sessions.

The default value is 16 and you may consider to increase it (for example to 25) for this particular account.

If you still have problems please increase the Log level for IMAP service to Protocol communication and share the logs that cover a period of time when this problem appears again.

HTH,
Ioan.

5

Just to be sure I set the value to 255 and increased the Log level.

Actually the mailserver was working fine with Outlook 2010 for over two years.

6

Let me add a #metoo comment. When I first set up Axigen a few weeks ago, I set up one of the mailboxes that is shared and could be accessed via the Outlook Connector. All of the sudden, as of a week ago or so, I can’t connect. I’ve confirmed that my account still has “Master” privileges on the shared account and I know I didn’t change anything. I removed the shared mailbox from the profile and couldn’t add it back. I can access it via webmail, but that’s not using the shared capability. I haven’t had time to research this yet, but wanted to at least post saying that I’m also experiencing the same issue. I think this started with the 10.3.1 update, but am NOT sure.

7

Hey Trekkie,

I think you commented on the wrong post :wink:
We don’t use the Outlook Connector, only IMAP and we are still able to connect to the shared account. The problems started after installing Outlook 2019 with Axigen 10.2.x for me, upgrading to 10.3.x didn’t help but it didn’t break anything for us :slight_smile:

Have you tried using another Outlook Profile or even an other PC?

8

I second Julian that Trekkie’s report is for another scenario (accessing shared account resources).

From my understanding on this thread we are discussing accessing same account from multiple IMAP clients.

As nothing critical have been changed on IMAP side between 10.2.2 and 10.3.1 this report intrigue us and that is the reason of asking for the logs.

BR,
Ioan

9

As soon as I get anything to report I will provide the logs but for now all non essential shops are closed in Germany so the account is only used by one or two clients at the time and the problem doesn’t occure for now.

10

Hiya,

can I add that I am seeing similar issues with Evolution over IMAP?
When I move E-Mails from one folder to another, a copy of the e-mail lands in my thrash folder and it stays there.

My mailbox is used on 2 different devices (Both Evolution) and an Android phone (Active Sync).

Cheers
JK

11

Hey Jeroen,

thats interessting… so if you move an email from Inbox to a subfolder for example you get a second copy in Trash?
Can you delete it from Trash in Evolution? If not, can you delete it from Webmail?
Do you get multiple copies of the same mail over and over?

Maybe you should consider the same what Loan sugested to me: “… increase the Log level for IMAP service to Protocol communication and share the logs…”

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12

Hi,

IMAP logging is up to protocol level.

In the mean time, my customer is experiencing the exact same issue now.
They are either using Axigen OLK Connector or the WebClient.

Time to raise a support ticket…

13

Hey Loan,

where should I send the Logs to?

They are a bit large :slight_smile:

Mostly because of lines like that:

> 2020-03-25 08:54:41 +0100 16 ax-Mail IMAP:0000067E: >> * 4604 FETCH (UID 6797 FLAGS (\Seen))
> 2020-03-25 08:54:41 +0100 16 ax-Mail IMAP:0000067E: >> * 4605 FETCH (UID 6798 FLAGS (\Seen))
> 2020-03-25 08:54:41 +0100 16 ax-Mail IMAP:0000067E: >> * 4606 FETCH (UID 6799 FLAGS (\Seen \Answered))

> ... about 42000 Lines later ...

> 2020-03-25 08:54:42 +0100 16 ax-Mail IMAP:0000067D: >> * 390 FETCH (UID 393 FLAGS (\Seen))
> 2020-03-25 08:54:42 +0100 16 ax-Mail IMAP:0000067D: >> zbk5 OK FETCH completed [0 msec]

An hour worth of logs is around 220.000 lines split in 4 files with 20MB :open_mouth:

14

Upload details sent.

15

Hey Jeroen,

is there any development in resolving your issue?

I was thinking of trying out the Axigen Outlook connector for the shared Account but I’m not sure if its worth it.

For now I switched to rpop instead of using POPcon for the mail transfer just to rule out any problems there.

16

Hiya,

no, not really.
E-Mails I moved into my “private” folder are now both visible in my deleted items folder and in the private folder in Evolution

I am not sure what it looks like in OLK though.

18

Hello Mery,

Please check this thread >> Prevent account alias to access IMAP and other services << for the right way to disable login via aliases.

HTH,
Ioan

19

I’m just wondering why “Mery” copied my question of 18 months ago almost word for word. This can’t be serious.

20

You are right - we’ve blocked that account

21

A little update:
We still have the same problem and witnessed a similar behaviour on a second server with the same constallation.

We opend a ticket with axigen but still no resolution for the problem. They can’t reproduce the behavior.

What we have done so far:

  • checked that the duplicated mails are visible in webmail
  • no auto migration is running
  • created new Outlook profiles
  • run findinvalidmsg in Axigen cli and purged the bad mails
  • installed the newest version/patch for axigen (10.3.1.23)
  • we skipped checking if the behavior still exist with a new account because we already used up all licenses
  • disabled antivirus plugin in Outlook

The next step would be to try a repair of that mailbox but the Axigen support can’t give me an estimate how long that process will take. Seconds, hours, days?

So I will have to work overtime on the weekend and find out for myself and hope it will be done on monday because the info@ mailbox is the main buisness account.

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