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English - Android => General Discussion => Topic started by: texasfording on October 07, 2016, 07:53:08 pm

Title: Help, not getting emails after upgrading to pro version
Post by: texasfording on October 07, 2016, 07:53:08 pm
Hi everyone.  I just purchased the pro version a couple of days ago after test driving the free version for a week.  I am no longer getting emails and notifications of new email unless I manually refresh email.

I am using the app for exchange 2014.  I have checked other threads in the forum dealing with similar issues and checked the setting as specified there.  Didnt see any change.  I am running an LG G4 with Android 6.0.x

As a summary, my settings are:

UNDER ACCOUNT
checked schedule sync
checked sync all
checked all folders to sync (inbox, deleted items, etc)

UNDER APP, SYSTEM SETTINGS
in systems settings I have "sync even when background data is off"
scheduled sync is unchecked
IMAP push is checked
Under event types, I have all checked (system auto-sync setting, wifi connection, mobile data, etc)
I have "not specified" under minimum time between two sync events
I have "none" under settle in delay

UNDER APP, LOOK AND FEEL
I checked notification icon during sync and push
I checked notify about completed operations

UNDER MESSAGE NOTIFICATIONS
I checked "Enable notifications"
I checked "LED notifications"
I checked "High priority notifications, new in android 5.0"
I checked "When the app is active"
I checked "Launcher Icon counter"

UNDER NETWORK
I checked "DNS resolution"
I checked "SSL hardening"
I have "push mail keepalive" set at 5 mins

Appreciate the help.
Title: Re: Help, not getting emails after upgrading to pro version
Post by: StR on October 07, 2016, 10:08:52 pm
First a few questions that would help us understanding your situation.
I am using the app for exchange 2014.
1. Could you please clarify: are you talking about Exchange Server 2013 ? (not 2014?)


2. There are some inconsistencies in your configurations that I've noticed. One of them will not affect this problem you described, but I am commenting on it for your benefit.

UNDER APP, SYSTEM SETTINGS
in systems settings I have "sync even when background data is off"
scheduled sync is unchecked
You must turn this on, since this is "the master switch" for scheduled sync.

UNDER NETWORK
I have "push mail keepalive" set at 5 mins
You probably want to leave this to the default 10 mins.
(For the explanation what this does, see, e.g. this old post by Kostya:
https://www.aqua-mail.com/forum/index.php?topic=2148.msg8045#msg8045 )

Finally, have you enabled Push in the "other" two places (most likely only one, as it is enabled by default for the Inbox folder):
See "How do I enable Push mail?" in the FAQ: http://www.aqua-mail.com/?page_id=227

I suspect that if you re-enabled the "scheduled sync" master switch, and enable Push at the account level, you'll have things operating properly.


And just in case, I suspect Exchange Server 2013 may support EWS (Exchange Web Services) type of connection. While I still personally prefer IMAP, - just be aware that it might be an option for your as well. And EWS Push is coming to Aquamail soon. It is already available in the latest -dev version (see the link above kindly provided by Paris Geek). The version in Google Play  (except for the participants of the "-beta" program there) doesn't support Push for Exchange yet.
Title: Re: Help, not getting emails after upgrading to pro version
Post by: Kostya Vasilyev on October 11, 2016, 12:49:59 am
---
scheduled sync is unchecked
IMAP push is checked
---

You will want to re-enable "scheduled sync" even when using push mail -- which acts as a "watchdog" for push.

Re: versions: I assume you're running 1.6.4-dev something? The current "official" 1.6.2.9 did not have push for Exchange.

And is this a corporate server? Not Office 365 (for example)?

Finally please bring up the app's Settings -> Debug (at the end) and either post here or email me the "EWS push identifier" (you can tap to copy it to the clipboard). With this ID, I will check to see if your corporate mail server is "talking to" my cloud service at all.

Title: Re: Help, not getting emails after upgrading to pro version
Post by: StR on October 11, 2016, 04:18:42 am
Re: versions: I assume you're running 1.6.4-dev something? The current "official" 1.6.2.9 did not have push for Exchange.

And is this a corporate server? Not Office 365 (for example)?

Finally please bring up the app's Settings -> Debug (at the end) and either post here or email me the "EWS push identifier" (you can tap to copy it to the clipboard). With this ID, I will check to see if your corporate mail server is "talking to" my cloud service at all.
Based on one of the options posted by the OP, I believe the OP is using IMAP: "IMAP push is checked".
I just mentioned that EWS push can also be available if it is Exchange Server 2013.

Title: Re: Help, not getting emails after upgrading to pro version
Post by: Kostya Vasilyev on October 11, 2016, 10:37:28 pm
Quote
I just mentioned that EWS push can also be available if it is Exchange Server 2013

Actually the Exchange feature which AquaMail uses for push was there from the start, Exchange 2007 SP1 (November 2007).

But sometimes it's blocked / turned off for security reasons (I guess).
Title: Re: Help, not getting emails after upgrading to pro version
Post by: patrickdrd on October 12, 2016, 05:20:52 pm
problems with push here too,
I've been receiving push emails all day long until recently it has stopped working!!!

I knew there was something going wrong, because the emails I receive are "manually" triggered by me,
in order to switch my email address to various site registered from yahoo to gmail,
but, some minutes ago I opened my mailbox and noticed 3 mails inside it,
for which I didn't receive any notification!!!
And it wasn't the  first time it happened today, a couple of hours earlier and
while I was reading an email, when I got back to my mailbox I noticed there were 2 other emails,
for which I was never notified!

I got IMAP both push enabled  in the settings (no exception for the specific email account) and
the scheduled sync every 15 minutes!!!

That's why I would like to answer to (str I think) that push & scheduled sync in the same app
is not the best practice,
I've had issues with another competitive app in the summer, in which push (I was using yahoo that time and only that app) hung and untill opening the app, forcing it to close and restart it, no email was received,
so, I advice everyone who is serious about email receiving to use another app (never the same one!!!)
for email receiving and just for scheduled sync, because email is a very very tricky business in my eyes and
from what I've experienced!!!
The problem is I can't find a decent app for gmail receiving, their native app sucks big time,
I'm absolutely not interested in leaving sync open all the time on my phone,
so I think I'll redirect my gmail emails back to yahoo and use their native app,
which is fine by the way and use aqua just for a scheduled sync every 15 minutes,
maybe their sync service is not to be trusted.
hung
Title: Re: Help, not getting emails after upgrading to pro version
Post by: mikeone on October 12, 2016, 05:43:39 pm
I'm absolutely not interested in leaving sync open all the time on my phone,
Push' and 'Sync' are two different parts of quite the same requirement: getting new messages on your phone as soon as possible. However, we shouldn't mix them up.

'Sync' doesn't need a permanent connection to the server. So, "... leaving sync open all the time ..." is not a requirement to keep the client synced with the server. The connection with the server will be established only every xx minutes (AquaMail's default is: "every 15 minutes").
Title: Re: Help, not getting emails after upgrading to pro version
Post by: patrickdrd on October 12, 2016, 06:17:29 pm
yes, I know and it's correct, but I'm not the one confusing them, but google,
because they are the ones who need sync to be open in order to "push" emails,
which, as I understand, is a "fake push",

actually, my bad,
the problem must lie on the notifications,
I knew that there was something strange going on with aquamail's notifications since
the last time I posted about notifications being removed from my lock screen,
this time I saw that the emails are unread inside aqua,
but I never received any kind of a notification,
on the other hand I received tapatalk's notification for your post,
and in the same time as soon as I opened thunderbird,
the new emails downloaded successfully!

so, there's something wrong with the notification channel,
it hung and maybe I shoulld restart the app/device in order to clear/resume it,
but this is too bad, because both the push keep-alive 10 mins have passed and
the watchdog's 15 mins, so in this case, we aren't notified!!!
Title: Re: Help, not getting emails after upgrading to pro version
Post by: StR on October 12, 2016, 06:39:20 pm
@Mikeone
Spare your energy: You can lead a horse to water, but you can't make it drink
patrickdrd has found what suits his (I am assuming that's "him") needs.

Re: "leaving sync open all the time..."
As you can see from the other thread with his recent posts, he is trusting only about half of what he reads on this forum. So, he continues misusing the term "sync", while actually meaning "connection".

Title: Re: Help, not getting emails after upgrading to pro version
Post by: patrickdrd on October 12, 2016, 06:52:46 pm
forget about the connection/sync/etc str,
the problem was that the "notification channel" was widely shut and
it refused to open again,
the emails were inside inbox!!
Title: Re: Help, not getting emails after upgrading to pro version
Post by: mikeone on October 12, 2016, 08:02:24 pm
forget about the connection/sync/etc str,
the problem was that the "notification channel" was widely shut and
it refused to open again,
the emails were inside inbox!!
@StR: 8)
@Patrick,
Just to clarify the (your) situation;
As far as I understand, the (new) messages have reached the client correctly (by synchronization or push). They are properly in the account's inbox within AquaMail.
-> Are these messages marked as 'unread' or 'read'?
Title: Re: Help, not getting emails after upgrading to pro version
Post by: patrickdrd on October 12, 2016, 08:03:45 pm
unread..
Title: Re: Help, not getting emails after upgrading to pro version
Post by: patrickdrd on October 12, 2016, 08:31:01 pm
no it's not that simple, I've told aqua to never mark then as read, the funny thing is that even after I restarted my phone, still doesn't work
Title: Re: Help, not getting emails after upgrading to pro version
Post by: patrickdrd on October 12, 2016, 08:45:29 pm
ok, right now that you replied, I didn't receive any notification on my phone,
while I did in thunderbird
Title: Re: Help, not getting emails after upgrading to pro version
Post by: patrickdrd on October 12, 2016, 08:49:54 pm
I uninstalled the app and reinstalled it and it works now,
found out that I was using dev2 version (probably from the upcoming release),
so maybe there's a bug there, kostya check it out,
thanks for the answers
Title: Re: Help, not getting emails after upgrading to pro version
Post by: patrickdrd on October 12, 2016, 08:54:33 pm
no, no, no, there was a problem, a big one,
I had it before too while I wasn't using any thunderbird, remember?

I hope that it doesn't reach the next release..

I'm developer myself, I know how to recognize a problem when I encounter it ;)
Title: Re: Help, not getting emails after upgrading to pro version
Post by: mikeone on October 12, 2016, 09:03:11 pm
I uninstalled the app and reinstalled it and it works now,
found out that I was using dev2 version (probably from the upcoming release),
so maybe there's a bug there, kostya check it out,
thanks for the answers
1. Which version do you have installed now?
2. The account is configured as IMAP (in AquaMail), correct?
3. Which protocol are you using in Thunderbird: IMAP or POP3?

Since Kostya made some changes in the newest dev build 1.6.4-dev3.5, could you please try this version:
http://www.aqua-mail.com/forum/index.php?topic=5049.0
Title: Re: Help, not getting emails after upgrading to pro version
Post by: patrickdrd on October 12, 2016, 09:06:24 pm
no time now, imap in all, now I got the latest stable
Title: Re: Help, not getting emails after upgrading to pro version
Post by: Kostya Vasilyev on October 12, 2016, 10:39:34 pm
IMAP and Exchange have a feature what the read/unread/starred state of each message will sync between the app and the mail server.

POP3 does not provide this, so each mail app tracks unread messages on its own, and will mark as unread any "just received" messages.

And when you use a mail app that is set up to use POP3, then most if not all mail services will mark the retrieved messages as read. And then those messages will sync as read into AquaMail if you're using IMAP or Exchange.

The best way to use multiple email apps is IMAP or Exchange (but Thunderbird doesn't have EWS, only with a third party extension).

Second best is to use POP3 everywhere, but you won't have folders or push.
Title: Re: Help, not getting emails after upgrading to pro version
Post by: patrickdrd on October 12, 2016, 10:42:23 pm
I have imap in thunderbird too
Title: Re: Help, not getting emails after upgrading to pro version
Post by: Kostya Vasilyev on October 12, 2016, 10:56:33 pm
OK, so where are we at now?
Title: Re: Help, not getting emails after upgrading to pro version
Post by: patrickdrd on October 12, 2016, 11:03:09 pm
told you, the issue was with dev2 and it was fixed when I rolled back to latest stable
Title: Re: Help, not getting emails after upgrading to pro version
Post by: Kostya Vasilyev on October 12, 2016, 11:08:29 pm
And do you still have

scheduled sync is unchecked
IMAP push is checked

?
Title: Re: Help, not getting emails after upgrading to pro version
Post by: patrickdrd on October 12, 2016, 11:09:21 pm
both checked, as before, scheduled in 15 mins
Title: Re: Help, not getting emails after upgrading to pro version
Post by: Kostya Vasilyev on October 12, 2016, 11:58:16 pm
Quote
both checked, as before, scheduled in 15 mins

And before you rolled back, these same settings didn't work with -dev2? No mail checks there at all?

FWIW, I'm not seeing any issues with -dev2 or any other version, e.g. -dev3.*.
Title: Re: Help, not getting emails after upgrading to pro version
Post by: patrickdrd on October 13, 2016, 12:00:18 am
it was working till today afternoon, while it stopped suddenly and didn't came back even after restart
Title: Re: Help, not getting emails after upgrading to pro version
Post by: mikeone on October 13, 2016, 12:23:58 am
In my opinion Patrick's core information is this:

forget about the connection/sync/etc str,
the problem was that the "notification channel" was widely shut and
it refused to open again,
the emails were inside inbox!!
@StR: 8)
@Patrick,
Just to clarify the (your) situation;
As far as I understand, the (new) messages have reached the client correctly (by synchronization or push). They are properly in the account's inbox within AquaMail.
-> Are these messages marked as 'unread' or 'read'?

unread..
Title: Re: Help, not getting emails after upgrading to pro version
Post by: patrickdrd on October 13, 2016, 12:26:22 am
ok, but this was happening before opening thunderbird (neither a web browser.. ),
the emails were there (and I knew they were there because they were "manually triggered"), but no notification...
Title: Re: Help, not getting emails after upgrading to pro version
Post by: mikeone on October 13, 2016, 12:42:16 am
ok, but this was happening before opening thunderbird (neither a web browser.. ),
the emails were there (and I knew they were there because they were "manually triggered"), but no notification...
For me, it seems to be a contradiction in your information:

a) "the emails were inside inbox." (my assumption was "by AquaMails's sync or push")
b) "...they were manually triggered"
Title: Re: Help, not getting emails after upgrading to pro version
Post by: patrickdrd on October 13, 2016, 12:50:49 am
no contradiction at all, somehow I knew I had new emails, even though I didn't see them in any app, ok?

I don't care if you believe me or not, I swear to God I had emails to be notified about and NEVER FUCKING WAS!!!

ok now?
Title: Re: Help, not getting emails after upgrading to pro version
Post by: mikeone on October 13, 2016, 12:56:14 am
no contradiction at all, somehow I knew I had new emails, even though I didn't see them in any app, ok?

I don't care if you believe me or not, I swear to God I had emails to be notified about and NEVER FUCKING WAS!!!

ok now?
Okay, I will leave you alone, I'm out of this thread. Enjoy yourself.
Title: Re: Help, not getting emails after upgrading to pro version
Post by: patrickdrd on October 13, 2016, 12:57:00 am
thanks a lot
Title: Re: Help, not getting emails after upgrading to pro version
Post by: Kostya Vasilyev on October 13, 2016, 01:29:17 am
Quote
ok, but this was happening before opening thunderbird (neither a web browser.. ),
the emails were there (and I knew they were there because they were "manually triggered"), but no notification...

So now we again have Thunderbird involved? Or not?

Sorry but I'm also having trouble understanding this thread.
Title: Re: Help, not getting emails after upgrading to pro version
Post by: patrickdrd on October 13, 2016, 01:47:22 am
no it's no, ok forget about thunderbird
Title: Re: Help, not getting emails after upgrading to pro version
Post by: patrickdrd on October 13, 2016, 01:50:28 am
anyway, I'm going to sleep, should be my bad for using a dev version, when I'm against being a beta tester without any gain, so I removed automatic update from aqua and I hope the latest stable works fine, because I don't intend to update it soon after what happened today
Title: Re: Help, not getting emails after upgrading to pro version
Post by: patrickdrd on October 13, 2016, 02:39:57 pm
so, well, let's explain, cause aquamail's developer is only one,
but there are some many ignorants around,

when you have thunderbird and aquamail open, waiting for email notifications,
BOTH of them get the notification, I mean ALWAYS!!!

instead of writing your opinion, each and every one of you,
you can try and test it yourselves,
when I get at home I have both of them open,
all the time and both get the notification at the same time,

the account is set in thunderbird as an IMAP one,
for your information

anyway, the issues was that the notification channel got stuck and
even a restart of the mobile device didn't restore it!!!

the strange thing is that kostya is not working on notifications as far as I know,
so, even if I had installed dev version by accident,
this shouldn't happen,

I will be monitoring closely, that's all I can do,
kostya should know what to do in order to fix the problem and it's his job,
after all, I paid for an app that's not behaving as it should,
it's not my responsibility to fix it too!!
Title: Re: Help, not getting emails after upgrading to pro version
Post by: patrickdrd on October 14, 2016, 03:05:50 pm
something else to keep in mind dear subscribers:

when aquamail app is open, don't  expect any notification,
mails are dropped in your inbox and
you aren't able to see any info about that happening,
even if you have the regarding setting set to
notify you, trust me, it won't,

so, when you open the app to read an email,
be sure to check the inbox for new email(s)
before you close it ;)

edit: changed the setting to notify me about all unread messages and unchecked the options "only new unread" and
"only when message state changes", let's see how this goes
Title: Re: Help, not getting emails after upgrading to pro version
Post by: StR on October 14, 2016, 06:08:40 pm
@Paris Geek:
Being generous and not giving up hopes about all members of the humankind may not exclude you from the "many ignorants around".  ;D
Title: Re: Help, not getting emails after upgrading to pro version
Post by: patrickdrd on October 14, 2016, 06:12:05 pm
no, he's not, thanks for the settings paris, I followed them :)
Title: Re: Help, not getting emails after upgrading to pro version
Post by: Kostya Vasilyev on October 15, 2016, 12:02:59 am
At this point, the only way I can to diagnose this is if you capture the issue in the app's debug log.

With the "bad" version.

Please see the link in my signature below.
Title: Re: Help, not getting emails after upgrading to pro version
Post by: patrickdrd on November 18, 2016, 01:44:42 pm
anyway, the issues was that the notification channel got stuck and
even a restart of the mobile device didn't restore it!!!

this happened again, twice, yesterday afternoon and today morning,
what I noticed is that when it happened I received a new email notification from typeapp
(which I use as a backup in case aqua doesn't work, but without sync or fetch,
only manually checking mails),
and none from aquamail,

restarted my moto e phone, send a test message, still didn't work,
cleaned app's cache & data and woked for a while until
today morning when it happened again:
same case, typeapp posted a notification (while it shouldn't, since it's set to only check manually for emails!),
and aqua posted none for this email and subsequent ones!

restored aqua from titanium backup (both app+data),
case needs monitoring,
should I turn on logging?

another strange thing is that it was working fine for a month or so without any particular change (app updates or settings change)
Title: Re: Help, not getting emails after upgrading to pro version
Post by: Kostya Vasilyev on November 18, 2016, 11:20:37 pm
Do you use any "battery optimizer" apps?

Perhaps you swipe the app from Android's "recent apps" list? This too on some Android versions can "freeze" the app and it won't be allowed to work in the background.

Sorry I I'd asked these before, it's been a long thread.



Yes, a debug log is always nice. Just please be sure to be specific when you send one, as much as you can -- i.e. "it worked until about xx:yy on zz date, and got stuck again from that point on", so I know what / where to look for.
Title: Re: Help, not getting emails after upgrading to pro version
Post by: patrickdrd on November 24, 2016, 10:20:37 pm
problem on my other device now, in which I don't have root, so I don't have the option to restore completely like titanium,

anyway, tinkering with the settings, I found that the problem should be with the message notification setting "notify about new messages", only way to receive notifications now is if I switch to "notify about all messages", and have open the next two settings, i.e. notify about unread messages only etc, also I don't have send notifications anymore, even though I have then enabled
Title: Re: Help, not getting emails after upgrading to pro version
Post by: Kostya Vasilyev on November 25, 2016, 10:10:32 pm
Re: the problem should be with the message notification setting "notify about new messages"

Do you perhaps have now and did in the past receive a message whose date was "from waaay in the future"?
Title: Re: Help, not getting emails after upgrading to pro version
Post by: patrickdrd on November 25, 2016, 11:33:39 pm
do you think so?
that would make sense but I didn't see something like that
Title: Re: Help, not getting emails after upgrading to pro version
Post by: Kostya Vasilyev on November 26, 2016, 12:40:18 am
Can you try please:

Make backup (Menu -> Backup and Restore); remove the account from the app; restore the account (Menu -> Backup and restore)?
Title: Re: Help, not getting emails after upgrading to pro version
Post by: patrickdrd on November 26, 2016, 12:42:13 am
I changed to the new all mails setting and I'll leave it like that for the time being, more tests if and when it happens again, thanks though
Title: Re: Help, not getting emails after upgrading to pro version
Post by: patrickdrd on November 27, 2016, 05:41:29 pm
it seems you were right. I had opted to receive spam mails and I was receiving some with dates way back maybe those were causing the problem then
Title: Re: Help, not getting emails after upgrading to pro version
Post by: patrickdrd on November 27, 2016, 07:48:37 pm
no it doesn't, back to all new
Title: Re: Help, not getting emails after upgrading to pro version
Post by: Kostya Vasilyev on November 27, 2016, 08:22:24 pm
Messages from the future could cause "about new" notifications to not work for a while (unless the real date/time catches up).

Messages from the past could not (to the extent of my understanding of the code).
Title: Re: Help, not getting emails after upgrading to pro version
Post by: patrickdrd on November 27, 2016, 08:25:02 pm
thanks,I understand, maybe some spam email gave me that headache then, anyway, I enabled spam filter in gmail again, but I still think that all new setting works better, for me at least