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We updated to SM 4.x yesterday.  I had a couple users complaining that they couldn't delete emails (using delete all in folder or the single delete link in the inbox).  Then they informed me this was only on certain machines.  I asked them to clear the cache and cookies and that didn't help.  Then we tried their account and another account on one of the problem machines.  Their's still didn't delete but the other account did.  Any ideas?

Are they mistakenly using "Purge All Deleted Messages" instead of "Delete All Messages in Folder"?  I have not had any issues with deleting messages.

Mike 

One person was trying them all to no avail, and I made sure they knew the purge all wouldn't help in their case.  The fast that 2 different accounts with the same webmail settings produce 2 different results on the same computer and browser blew my mind.

BUMP....HELP

 Ever since upgrading to 4 from 3.3, I am getting more and more users complaining about not being able to delete mail.  The only way they say they can do it, is by opening the message and then clicking delete.  I don't have this problem with my account on FF 2.0.  The accounts in question are on FF 1.5 I believe.
 

Does anyone remember the Ctrl+________  set of keys to hit to refresh everything in FF?  James Lance has often told people to do this when they experience a webmail issue after an upgrade.  I can't find a post of what it was he said to do.  I was hoping that maybe this was the answer to my problem.

Ctrl + F5

Mike 

Thanks Mike, but unfortunately that did not fix my problem.  Users still complain about not being able to delete emails.

Can you confirm they are using Firefox 1.5? I have tried deleting using that browser and it works fine. Are any other actions not working, or is it just delete? The link on the right or from the actions menu, or both?

James-

It turns out, the problem machines are running FF 1.0.7 (But apparently a handful of users on these aren't affected).  The unaffected machines are running 1.5.  I checked the help and it said that FF 1.0 and up are supported.

SmarterMail is able to delete OK on my copy of 1.0.7. However, there are some workarounds for 1.0.7 in place that detect the User Agent. Are any of those users overriding/spoofing their useragent? If so, SmarterMail will not be able to correctly identify them and use the workarounds.

James-

 What do you mean by overriding/spoofing their useragent?
 

There are some extensions that change Firefox's User Agent string to mimic that of other browsers such as IE or Opera, or later versions of the browser.

For example, this is Firefox 1.0.7's expected user agent string: "Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.7.12) Gecko/20050915 Firefox/1.0.7" and SmarterMail uses User Agents to identify the browser and work around some of the older browsers limitations. Altering the user agent will not allow SmarterMail to do that.

 

However, I was able to reproduce the problem after a bit of tinkering. It is a problem with Firefox 1.0.x where it tries to turn off some AJAX functionality to work better on the older browsers. In the meantime, however, I would suggest that your users may want to upgrade to Firefox 1.5 or 2.0 if possible.

None of the machines in question should have any extensions installed.  I'll see about upgrading to 2.0.  Thanks James.

If they are used to 1.0.7, you might suggest 1.5.7. It's very nearly the same thing, and not as big a jump as going to 2.

I am having this same issue.  I have a user that is trying this from multiple locatations, multiple browsers, and is unable to use the checkboxes to delete mail with the "Delete" link on the "actions" drop-down, or the "delete" link on the right hand side of the email list.  I am using SmarterMail 3.2621

I would greatly appreciate any help, as this is definately a real issue and I have no idea where to start to fix it.

Thanks!

John