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Email still doesn't work on ZTE after upgrade

Posted

I waited patiently for the OS update hoping it would solve my email problem. It doesn't.

Here's the setup:

I have an IMAP account with SSL from my hosting company. I manually entered the account information. The phone happily accepts that information. The account is added. The inbox shows up with the correct messages. Then the problem starts:

1. I tap on a message. 2. A new window opens and displays the header information 3. Instead of the body of the message, I only see the progress loop going on forever.

Here's what I've done so far:

1. Soft reset 2. Hard reset. 3. Install OS V 1.1 4. Check with my hosting company, they were very courteous and checked my email account. Nothing was wrong there and I can get my mail with my computer and iPad.

What's going on? Am I the only one having this problem?

I waited patiently for the OS update hoping it would solve my email problem. It doesn't. Here's the setup: I have an IMAP account with SSL from my hosting company. I manually entered the account information. The phone happily accepts that information. The account is added. The inbox shows up with the correct messages. Then the problem starts: 1. I tap on a message. 2. A new window opens and displays the header information 3. Instead of the body of the message, I only see the progress loop going on forever. Here's what I've done so far: 1. Soft reset 2. Hard reset. 3. Install OS V 1.1 4. Check with my hosting company, they were very courteous and checked my email account. Nothing was wrong there and I can get my mail with my computer and iPad. What's going on? Am I the only one having this problem?

Chosen solution

Success! Thanks to the expert advice from Andrew Sutherland at Bugzilla, my mail program is working again.

Andrew suggested that I look at my IMAP folder structure using openssl. As it turned out, there was a strange trash folder that shouldn't have been there. Even more oddly, it was Thunderbird on my Mac that created it.

Once I deleted that folder and set up Thunderbird properly, I reset the ZTE phone, deleted, then reinstalled the mail account and things are working just fine now. A big thanks to the Andrew and the support folks who shepherded my bug toward a solution

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Additional System Details

Application

  • User Agent: Mozilla/5.0 (Macintosh; Intel Mac OS X 10.9; rv:25.0) Gecko/20100101 Firefox/25.0

More Information

Andrew
  • Moderator
321 solutions 4031 answers

Hi,

Everything seems to be good. Do you have a strong data connection? Are you checking email over Wi-Fi or mobile data?

Hi, Everything seems to be good. Do you have a strong data connection? Are you checking email over Wi-Fi or mobile data?

Question owner

I'm checking email over Wi-Fi. I'm sitting next to the router. So the data connection isn't an issue. At one point, email worked just fine. Then it just quit. I thought it might have to do with complex messages that include graphics, but, no, even a simple message with just a few lines of text doesn't display.

I'm checking email over Wi-Fi. I'm sitting next to the router. So the data connection isn't an issue. At one point, email worked just fine. Then it just quit. I thought it might have to do with complex messages that include graphics, but, no, even a simple message with just a few lines of text doesn't display.
Andrew
  • Moderator
321 solutions 4031 answers

This is a tough one, I'm starting to think that this may be a device issue and not a software issue.. But I'm not completely sure.

This is a tough one, I'm starting to think that this may be a device issue and not a software issue.. But I'm not completely sure.

Question owner

The strange thing is that the other functions work. I just took this screenshot and emailed it to myself. No problem at all. I use Thunderbird on my computer and iOS mail on my ipad and those work without problem.

My email address is my domain name which has a hyphen in it. Could that be a problem?

The strange thing is that the other functions work. I just took this screenshot and emailed it to myself. No problem at all. I use Thunderbird on my computer and iOS mail on my ipad and those work without problem. My email address is my domain name which has a hyphen in it. Could that be a problem?
Andrew
  • Moderator
321 solutions 4031 answers

This seems silly of me to ask but could you try removing the email account and adding it back? I know this sounds kind of weird and I understand you have done resets but this something I suggest which may fix the issue for you.

Thanks!

This seems silly of me to ask but could you try removing the email account and adding it back? I know this sounds kind of weird and I understand you have done resets but this something I suggest which may fix the issue for you. Thanks!
user949540 1 solutions 36 answers

I've done this a hundred times. Why not a hundred and one times?

I deleted the account, I turned the phone off, I took out the battery and waited 10 seconds, I turned it back on, I added the account.

No difference. It hangs where it always does.

Here's one thing I noticed. When I see the progress loop, I usually I tap the back button to get me to the email list. If I tap anything else, the mail program is stuck on that screen and I have to restart the phone.

I've done this a hundred times. Why not a hundred and one times? I deleted the account, I turned the phone off, I took out the battery and waited 10 seconds, I turned it back on, I added the account. No difference. It hangs where it always does. Here's one thing I noticed. When I see the progress loop, I usually I tap the back button to get me to the email list. If I tap anything else, the mail program is stuck on that screen and I have to restart the phone.
guigs 1072 solutions 11697 answers

Hi mniemann,

Thank you for contacting support, it sounds like the email account that is loading is loading for a long time. To better get to the root cause, may I please as for this information:

  • How was the 1.1 build added to the ZTE, and where was it purchased?
  • If I may ask about what amount of data is being imported from that email account?
  • Does it also happen on multiple networks?
  • Which button do you tap to get back the arrow?
  • What kind of email account is it? and when did it start to happen?

With this info we can try to reproduce this and file a bug :-)/ find a work around :-)

Hi mniemann, Thank you for contacting support, it sounds like the email account that is loading is loading for a long time. To better get to the root cause, may I please as for this information: *How was the 1.1 build added to the ZTE, and where was it purchased? *If I may ask about what amount of data is being imported from that email account? *Does it also happen on multiple networks? *Which button do you tap to get back the arrow? *What kind of email account is it? and when did it start to happen? With this info we can try to reproduce this and file a bug :-)/ find a work around :-)

Question owner

Sure enough.

  • I downloaded the 1.1 update (US phones) from ZTE, copied it to the SD card and installed it according to the instructions.
  • It's an ordinary IMAP email account. I have about 18 mail boxes, but my inbox rarely has more than ten messages in it.
  • I'm not sure what you mean. I only have this one email account. I only use Wi-Fi to access date (no data plan yet). And the account works flawlessly on other email clients.
  • Again, not sure what you mean. I tap the back arrow in the header bar to get back to the list of email messages.
  • It's a IMAP account with SSL enabled. I used to be able to read my emails for a while, it stopped working in late October when I was still using v.1.0. Updating to 1.1 didn't change that.

Thanks

Sure enough. * I downloaded the 1.1 update (US phones) from ZTE, copied it to the SD card and installed it according to the instructions. * It's an ordinary IMAP email account. I have about 18 mail boxes, but my inbox rarely has more than ten messages in it. * I'm not sure what you mean. I only have this one email account. I only use Wi-Fi to access date (no data plan yet). And the account works flawlessly on other email clients. * Again, not sure what you mean. I tap the back arrow in the header bar to get back to the list of email messages. * It's a IMAP account with SSL enabled. I used to be able to read my emails for a while, it stopped working in late October when I was still using v.1.0. Updating to 1.1 didn't change that. Thanks
guigs 1072 solutions 11697 answers

Ok, thank you for that information.

If I may ask the imap server name, has it changed? or has the ssl certificate changed? Hotmail, Yahoo mail, GMX mail and Gmail are currently supported. 

I am wondering if it is taking a long time to load because of the connection, so the wireless network that you connected to when it worked before the 1.0 to 1.1 update did this change during the time it stopped working?

Do any of the emails that do not load, do they have attachments or do they contain HTML formatting?

This might be out bug 873793, which was reported for a gmail account https://bugzilla.mozilla.org/show_bug.cgi?id=873793

This is the one that has the ssl/tcl mismatch issue and I think this is the issue but to check if you can do a reverse ip look up from one of the email headers this could give an alternative imap dns name. https://bugzilla.mozilla.org/show_bug.cgi?id=874346

What I mean by this, is did you manually set up the email configuration? and if you did it is possible to troubleshoot the imap address. Autoconfiguration can sometimes not automate the correct name of the email server. Please ask the IMAP email provider for the manual settings if this is the case. If they are already correct let us know and I will have some more steps for you.

Thank you and we look forward to your reply!

Ok, thank you for that information. If I may ask the imap server name, has it changed? or has the ssl certificate changed? Hotmail, Yahoo mail, GMX mail and Gmail are currently supported. I am wondering if it is taking a long time to load because of the connection, so the wireless network that you connected to when it worked before the 1.0 to 1.1 update did this change during the time it stopped working? Do any of the emails that do not load, do they have attachments or do they contain HTML formatting? This might be out bug 873793, which was reported for a gmail account [https://bugzilla.mozilla.org/show_bug.cgi?id=873793] This is the one that has the ssl/tcl mismatch issue and I think this is the issue but to check if you can do a reverse ip look up from one of the email headers this could give an alternative imap dns name. [https://bugzilla.mozilla.org/show_bug.cgi?id=874346] What I mean by this, is did you manually set up the email configuration? and if you did it is possible to troubleshoot the imap address. Autoconfiguration can sometimes not automate the correct name of the email server. Please ask the IMAP email provider for the manual settings if this is the case. If they are already correct let us know and I will have some more steps for you. Thank you and we look forward to your reply!

Question owner

  1. No, the IMAP server or the ssl certificate hasn't changed as far as I know.
  2. No, the wireless network did not change.
  3. None of the emails load, even simple text emails that are only a few sentences long.
  4. Yes, my problem is exactly like the one in bug id 873793.
  5. No, my problem isn't like the one in bug id 874347.
  6. Yes, I used the manual setup and I've already checked with my provider. The settings are correct.
# No, the IMAP server or the ssl certificate hasn't changed as far as I know. # No, the wireless network did not change. # None of the emails load, even simple text emails that are only a few sentences long. # Yes, my problem is exactly like the one in bug id 873793. # No, my problem isn't like the one in bug id 874347. # Yes, I used the manual setup and I've already checked with my provider. The settings are correct.
guigs 1072 solutions 11697 answers

I also failed to mention that this could be a failed app that can be affected for these reasons *hope not! https://support.mozilla.org/en-US/kb/firefox-os-user-guide#w_why-wont-my-...

I also failed to mention that this could be a failed app that can be affected for these reasons *hope not! [https://support.mozilla.org/en-US/kb/firefox-os-user-guide#w_why-wont-my-applications-load]
guigs 1072 solutions 11697 answers

Ok for that bug, there is a place that references what kind of information that the users can use: https://wiki.mozilla.org/Gaia/Email/RequiredBugInfo

Please provide the logcat by running adb logcat -v time -s GeckoDump:V Gecko:V | tee FILENAME-TO-LOG-TO. Please start running this command BEFORE you attempt to reproduce the problem. logcat uses a circular buffer that discards older entries when the buffer fills up, so if you run logcat only after the problem happens, you may not have all of the logic. Once you are done, hit control-C and send us the file. * The logcat arguments filter out a lot of the noise that we don't care about and gives us timestamps.
  • The "tee" command lets you see the output while also logging the output directly to a file. This way you don't have to copy and paste the log.
  • Also, please only include portions of the log from the e-mail app; searching for "LOG: Mail universe/bridge created" is a good way to find out when the e-mail app started. Apparently, other apps are much more likely to reveal private data, and we do not want any of that. We do try to avoid doing that, but please also skim the contents of the log to make sure there are no obvious reveals of personal information. Currently, we expect the e-mail domain you are signing up for to be exposed in the log if your problem occurs during the configuration process, but we really need that info anyways.
Ok for that bug, there is a place that references what kind of information that the users can use: [https://wiki.mozilla.org/Gaia/Email/RequiredBugInfo] <blockquote> Please provide the logcat by running adb logcat -v time -s GeckoDump:V Gecko:V | tee FILENAME-TO-LOG-TO. Please start running this command BEFORE you attempt to reproduce the problem. logcat uses a circular buffer that discards older entries when the buffer fills up, so if you run logcat only after the problem happens, you may not have all of the logic. Once you are done, hit control-C and send us the file. * The logcat arguments filter out a lot of the noise that we don't care about and gives us timestamps. * The "tee" command lets you see the output while also logging the output directly to a file. This way you don't have to copy and paste the log. * Also, please only include portions of the log from the e-mail app; searching for "LOG: Mail universe/bridge created" is a good way to find out when the e-mail app started. Apparently, other apps are much more likely to reveal private data, and we do not want any of that. We do try to avoid doing that, but please also skim the contents of the log to make sure there are no obvious reveals of personal information. Currently, we expect the e-mail domain you are signing up for to be exposed in the log if your problem occurs during the configuration process, but we really need that info anyways. </blockquote>
guigs 1072 solutions 11697 answers

If you do ping the bug please do take note of the bug etiquette and voting.

I cannot reproduce this, but if you navigate to the email from the browser, and you readd the account would this force the certificate? I am not sure how they interact on the phone to be honest, but that information in the info can help identify the error message.

If you do ping the bug please do take note of the bug [https://bugzilla.mozilla.org/page.cgi?id=etiquette.html etiquette] and voting. I cannot reproduce this, but if you navigate to the email from the browser, and you readd the account would this force the certificate? I am not sure how they interact on the phone to be honest, but that information in the info can help identify the error message.

Modified by guigs

Question owner

OK, I figured out how to create a logfile. Of the email use. What do I do with it. Upload it here? OR send it somewhere else?

OK, I figured out how to create a logfile. Of the email use. What do I do with it. Upload it here? OR send it somewhere else?
guigs 1072 solutions 11697 answers

If you could add it to the bug that would be great, if they say anything, it may be wise to create a new one too, let me know if you need help with this.

Also, thank you very much for your input!!!

If you could add it to the bug that would be great, if they say anything, it may be wise to create a new one too, let me know if you need help with this. Also, thank you very much for your input!!!

Question owner

OK. I added it to the bugzilla report. Here's the on thing that looked strange in the log file:

12-19 16:38:28.909 I/Gecko ( 536): WERR: Explosion while processing data TypeError: box.attribs is undefined

OK. I added it to the bugzilla report. Here's the on thing that looked strange in the log file: 12-19 16:38:28.909 I/Gecko ( 536): WERR: Explosion while processing data TypeError: box.attribs is undefined

Chosen Solution

Success! Thanks to the expert advice from Andrew Sutherland at Bugzilla, my mail program is working again.

Andrew suggested that I look at my IMAP folder structure using openssl. As it turned out, there was a strange trash folder that shouldn't have been there. Even more oddly, it was Thunderbird on my Mac that created it.

Once I deleted that folder and set up Thunderbird properly, I reset the ZTE phone, deleted, then reinstalled the mail account and things are working just fine now. A big thanks to the Andrew and the support folks who shepherded my bug toward a solution

Success! Thanks to the expert advice from Andrew Sutherland at Bugzilla, my mail program is working again. Andrew suggested that I look at my IMAP folder structure using openssl. As it turned out, there was a strange trash folder that shouldn't have been there. Even more oddly, it was Thunderbird on my Mac that created it. Once I deleted that folder and set up Thunderbird properly, I reset the ZTE phone, deleted, then reinstalled the mail account and things are working just fine now. A big thanks to the Andrew and the support folks who shepherded my bug toward a solution