Unable to delete e-mail from Inbox - "Could not contact server"

[dwalby]

Hi all,

We've recently had a large volume of e-mail alerts from our monitoring systems send to our Hornbill inbox, for some reason we can't delete some of the e-mails, an error states:

The e-mails appear to be quite large in size due to the amount of log file text in the body of the e-mail. Is there any other way to clear these out?

Thanks in advance

[James Ainsworth]

Hi @dwalby

Could you try deleting these again.  The error message suggests a connectivity issue rather than something specific to the action of deleting an email.  

Regards,

James

 

[dwalby]

@James Ainsworth I've tried this but unfortunately still doesn't allow the e-mails to be deleted. All other e-mails can be deleted without issue, it's just the e-mails from our monitoring system that won't delete.

[Daniel Dekel]

Hi @dwalby,

Can you please explain how are you trying to delete the messages? 

Is it one message or multiple messages? If multiple, how many are you selecting?

If none of these, probably you are using the "empty folder" option?

Thanks,

Daniel.

[dwalby]

On 2/25/2019 at 4:59 PM, Daniel Dekel said:

Hi @dwalby,

Can you please explain how are you trying to delete the messages? 

Is it one message or multiple messages? If multiple, how many are you selecting?

If none of these, probably you are using the "empty folder" option?

Thanks,

Daniel.

Hi @Daniel Dekel - I've tried deleting individual e-mails, selecting multiple and trying to move the e-mail(s) to another folder. I think the shear size of these e-mails is what's causing the problem, just attempting to read the e-mail causes causes this to display:

[Daniel Dekel]

Hi @dwalby,

Now is more clar. I think the problem is the mailbox configuration. You need to ask your system Administrator (if you are not already) to check the Associated Roles area and make sure the rights are granted.

Especially the ones related to "Can Get Message", "Can Delete Message".

Hope this is the problem, let me know please.

Thank you,

Daniel.

[dwalby]

@Daniel Dekel Thanks for this, however I already have the admin role, to be clear, I have no issues deleting any other e-mails. As mentioned previously I think it's the size of the e-mails that's causing the problem as this issue has never been experienced before on our instance. Feel free to logon to our instance to take a look for yourself.

[Daniel Dekel]

Hi @dwalby,

I spoke yesterday with our support team and they will have a look at your instance. They will probably contact you for more details and you keep you updated.

I hope it get sorted out soon.

Regards,

Daniel.

[dwalby]

@Daniel Dekel thanks for this

[Victor]

@dwalby - in order to remove these messages from your instance we need to "empty" their content. These are all messages received from the "documotive alerts" address between 07/02 and 15/02. By "empty" them I mean their content (body) will be deleted.

Let me know if is ok for us to do this.

[dwalby]

@Victor Yes that's fine, thank you.

[Victor]

@dwalby - the emails in question have now been emptied so you should be able to delete them from the mailbox without any issue...

[dwalby]

@Victor thanks for this, I've deleted a batch but there's still about 10-15 that appear to have the content within the body of the e-mails and therefore cannot be deleted  

[Victor]

1 hour ago, dwalby said:

there's still about 10-15 that appear to have the content within the body of the e-mails

@dwalby - are they? ...hmm... I thought I've looked through all of them... can you post a screenshot of these?

[dwalby]

@Victor sure:

[Victor]

@dwalby yep, thanks... not sure how I missed those but they should be ok for deletion now  

[dwalby]

@Victor Thanks all deleted now