Inbox Empty

Use this forum if you have installed hMailServer and want to ask a question related to a production release of hMailServer. Before posting, please read the troubleshooting guide. A large part of all reported issues are already described in detail here.
Post Reply
MarHMS
Normal user
Normal user
Posts: 103
Joined: 2015-12-11 17:10

Inbox Empty

Post by MarHMS » 2016-06-01 05:14

I don't have much to say about this.

All the inbox mails of one of our clients has mysteriously gone empty.
I took her credentials to see for myself... her inbox is empty. I'm starting to think she might've deleted everything, but they would be in the trash. Only older items are in the trash.

Has anyone ever experienced this?

User avatar
mattg
Moderator
Moderator
Posts: 19810
Joined: 2007-06-14 05:12
Location: 'The Outback' Australia

Re: Inbox Empty

Post by mattg » 2016-06-01 07:20

What mail client?
Imap or POP3

Have I seen it ? yes, with IMAP on a newer outlook version
Check with another mail client
Just 'cause I link to a page and say little else doesn't mean I am not being nice.
https://www.hmailserver.com/documentation

MarHMS
Normal user
Normal user
Posts: 103
Joined: 2015-12-11 17:10

Re: Inbox Empty

Post by MarHMS » 2016-06-01 15:34

She's using the webmail.

IMAP

I tested her account on Outlook 2007, but still nothing.

According to the log her inbox has 0 messages.

User avatar
jimimaseye
Moderator
Moderator
Posts: 7949
Joined: 2011-09-08 17:48

Re: Inbox Empty

Post by jimimaseye » 2016-06-01 15:35

Sounds like some finger trouble at the client end.

Do you have a backup?

(You sure no one connected with POP3 ?? Her phone maybe?)
HMS 5.6.6 B2383 on Win Server 2008 R2 Foundation, + 5.6.7-B2415 on test.
SpamassassinForWindows 3.4.0 spamd service
AV: Clamwin + Clamd service + sanesecurity defs : https://www.hmailserver.com/forum/viewtopic.php?f=21&t=26829

MarHMS
Normal user
Normal user
Posts: 103
Joined: 2015-12-11 17:10

Re: Inbox Empty

Post by MarHMS » 2016-06-01 22:55

Backups are made of the entire Hmail directory among other things. What would I need to restore?

She just access via webmail.

MarHMS
Normal user
Normal user
Posts: 103
Joined: 2015-12-11 17:10

Re: Inbox Empty

Post by MarHMS » 2016-06-02 02:28

jimimaseye wrote:Sounds like some finger trouble at the client end.

Do you have a backup?

(You sure no one connected with POP3 ?? Her phone maybe?)
How do I restore?

I noticed that her folder in HMAIL\Data\$domain$\$email$ was 36MB, so I copied over the one from the backup which was 400+MB. Nothing happened.

User avatar
Dravion
Senior user
Senior user
Posts: 1327
Joined: 2015-09-26 11:50
Location: Germany
Contact:

Re: Inbox Empty

Post by Dravion » 2016-06-02 04:27

There must be an table entry for your empty inbox. Check if there is physical no Email before going any further.
64-Bit builds of hMailserver

hMailServer-5.6.+ (HCD) https://github.com/hMailServer-ComDevs/hmailserver
hMailServer-5.6.+ (LTS) https://github.com/Dravion/hMailServer/releases

User avatar
mattg
Moderator
Moderator
Posts: 19810
Joined: 2007-06-14 05:12
Location: 'The Outback' Australia

Re: Inbox Empty

Post by mattg » 2016-06-02 08:30

MarHMS wrote:How do I restore?

I noticed that her folder in HMAIL\Data\$domain$\$email$ was 36MB, so I copied over the one from the backup which was 400+MB. Nothing happened.
You restore with the same backup utility. Did you use the built in backup tool?

If you have copied the mail to the file directory, run the data directory synchroniser (in the hmailserver bin folder). That will put all mail in the inbox
Just 'cause I link to a page and say little else doesn't mean I am not being nice.
https://www.hmailserver.com/documentation

MarHMS
Normal user
Normal user
Posts: 103
Joined: 2015-12-11 17:10

Re: Inbox Empty

Post by MarHMS » 2016-06-02 16:18

Dravion wrote:There must be an table entry for your empty inbox. Check if there is physical no Email before going any further.
How? This sounds like you're saying I should check the database?
mattg wrote:
MarHMS wrote:How do I restore?

I noticed that her folder in HMAIL\Data\$domain$\$email$ was 36MB, so I copied over the one from the backup which was 400+MB. Nothing happened.
You restore with the same backup utility. Did you use the built in backup tool?

If you have copied the mail to the file directory, run the data directory synchroniser (in the hmailserver bin folder). That will put all mail in the inbox
I didn't use the backup tool. I just tried it, but I get this

Code: Select all

2016-06-02 09:13:58.627	Backup started
2016-06-02 09:13:58.643	Loading backup settings....
2016-06-02 09:13:59.627	BACKUP ERROR: All messages are not located in the data folder.
The mail server is a VM, so I just backup the entire VM and I have a cloud backup that backups the entire HMAIL directory nightly.

I was about to run the synchroniser but I'm being implored to backup.

User avatar
jimimaseye
Moderator
Moderator
Posts: 7949
Joined: 2011-09-08 17:48

Re: Inbox Empty

Post by jimimaseye » 2016-06-02 17:12

Youre screwed really. A consequence of doing all the wrong things at the wrong time.

Your only option are now (in preferred recommended order):

1, Run DDS (it will reload all missing emails in the the INBOX of the users.)
or
2, Do the FULL RESTORE from the VM backup. (but this will loose all emails for everryone since the backup date)
then
3, Cross your fingers and get ready for the complaints.

FUTURE:

1, do a PROPER backup: This includes the DATA directory and the DATABASE. Internal backup is good enough if it allows you to.
2, do it nightly
3, respond as soon as possible to problems - dont leave it days or weeks later in case you are going to need to restore.
4, Change your database type to an External database (such as MySQL). Far more powerful with much more scope for 'recovering' and analysis.
HMS 5.6.6 B2383 on Win Server 2008 R2 Foundation, + 5.6.7-B2415 on test.
SpamassassinForWindows 3.4.0 spamd service
AV: Clamwin + Clamd service + sanesecurity defs : https://www.hmailserver.com/forum/viewtopic.php?f=21&t=26829

MarHMS
Normal user
Normal user
Posts: 103
Joined: 2015-12-11 17:10

Re: Inbox Empty

Post by MarHMS » 2016-06-05 04:41

jimimaseye wrote:Youre screwed really. A consequence of doing all the wrong things at the wrong time.

Your only option are now (in preferred recommended order):

1, Run DDS (it will reload all missing emails in the the INBOX of the users.)
or
2, Do the FULL RESTORE from the VM backup. (but this will loose all emails for everryone since the backup date)
then
3, Cross your fingers and get ready for the complaints.

FUTURE:

1, do a PROPER backup: This includes the DATA directory and the DATABASE. Internal backup is good enough if it allows you to.
2, do it nightly
3, respond as soon as possible to problems - dont leave it days or weeks later in case you are going to need to restore.
4, Change your database type to an External database (such as MySQL). Far more powerful with much more scope for 'recovering' and analysis.
I have a backup of both the data directory and the database. I would be screwed if I have restore the database file. They are backed up nightly.

I really want to change the database as both you and Matt had suggested, but honestly I'm scared :D

UPDATE:
DDS did the trick. Her emails are back, but DDS still isn't done. It's been running for 3 days.

User avatar
mattg
Moderator
Moderator
Posts: 19810
Joined: 2007-06-14 05:12
Location: 'The Outback' Australia

Re: Inbox Empty

Post by mattg » 2016-06-05 07:45

MarHMS wrote:It's been running for 3 days.
Not uncommon on first run.

Another good reason to change to an external database >> viewtopic.php?f=21&t=29828&p=186431&hil ... ex#p186431
Just 'cause I link to a page and say little else doesn't mean I am not being nice.
https://www.hmailserver.com/documentation

User avatar
jimimaseye
Moderator
Moderator
Posts: 7949
Joined: 2011-09-08 17:48

Re: Inbox Empty

Post by jimimaseye » 2016-06-05 10:43

MarHMS wrote: I really want to change the database as both you and Matt had suggested, but honestly I'm scared :D
No need to be scared. When its done everything carries one working just as you know it now. Its a relatively pain free process if your internal backups are working. viewtopic.php?f=21&t=29726
HMS 5.6.6 B2383 on Win Server 2008 R2 Foundation, + 5.6.7-B2415 on test.
SpamassassinForWindows 3.4.0 spamd service
AV: Clamwin + Clamd service + sanesecurity defs : https://www.hmailserver.com/forum/viewtopic.php?f=21&t=26829

Post Reply