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Alt-N Discussion Groups > Outlook Connector Discussion Groups > Outlook Connector Support > MC6 Preview pane disappears, reappears blank

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MC6 Preview pane disappears, reappears blank

[Burtovoy, Tony]
Tony Burtovoy
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Tony Burtovoy - 08:03am, Apr 26 2019

Very minor issue now in MD19/MC6. If preview pane is on, then intermittently when clicking on messages in the message pane, occasionally the preview pane will disappear and reappear rapidly.. with BLANK content in the email. When this occurs, you can click to another message than back to the affected message and the content in the preview pane is there.

Obviously to do with the rapid disappearance/reappearance of the preview pane, but something to look at?

-TB

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David C - May 29, 2019 12:28 pm (#6 Total: 10)  

 

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David C
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Hello,

You stated:

"re-sent again to david.cyrus@mdaemon.com, and also to the web support link you noted above."

The proper way to contact technical support for assistance is by submitting an email support request, not by attempting to email technical support representatives directly.

Direct mailing attempts will likely not reach their mailbox folders.

Your email support request has been received and will be responded to.

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MDaemon Technologies
https://www.mdaemon.com

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Tony Burtovoy - Jun 4, 2019 10:19 am (#7 Total: 10)  

 

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Tony Burtovoy
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Posts: 207
Thanks. Not a lot of luck thus far. Everyone on MC6.0.1. Changing resolution did not matter. OS does not matter (Windows 7, 8 and 10). Now have 4 users seeing the issue. One machine (Win8/OL2013) is working better by disabling add-in "Outlook Social Connector 2013", but I will test others machines as they filter in and see if that works for them as well.

-TB

Tony Burtovoy - Jun 4, 2019 1:33 pm (#8 Total: 10)  

 

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Tony Burtovoy
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Posts: 207
FIXED! -- sort of

Original problem as stated:
...occasionally the preview pane will disappear and reappear rapidly.. with BLANK content in the (preview pane).

This is actually 2 problems:

(#1) ...occasionally the preview pane will disappear and reappear rapidly (usually on NEW messages). Subsequent clicks on same message show in the reading-pane just fine, likely because they are cached

(#2) ...BLANK content in the (preview pane).

and possibly (#3) ...occurs only on some computers - likely due to some combination of factors that I have not yet identified, possibly low-end PC or low-end graphics driver? ..still not sure.

#2 can be fixed by disabling "Outlook Social Connector" add-in. The reading-pane still disappears/reappears, but at least the content of the message is visible when the reading-pane reappears

#1 seems to be fixed by unchecking the MC setting "Download Headers Only".. which of course causes Outlook to download the entire message instead of just the header. My guess is that something is going on in LocalCache.DB where the first click on a new message attempts to load header info into the reading pane. From there, something breaks resulting in the reading pane disappearing... then possibly something in MC executes VBScript "SHOWPANE()"... then it reappears, but with nothing in the email body..................... However............... if "Download Headers Only" is unchecked, then this domino-effect just never happens and the entire process of downloading the message and displaying its contents in the reading-pane works just fine.

Of course I'm an outsider looking in. I could be waaaaayy off.. but at least there's a workaround for me.

NOTE: Unchecking "Download Headers" fixes both issues.. such that "Social Connector" does not have to be disabled.

"Fingers-crossed" that someone deep inside ALT-N might see whats really going on here and get a fix into a future MC version!
Thanks!
TB

Stephan Billing - Aug 19, 2019 2:52 pm (#9 Total: 10)  

 

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Stephan Billing
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I have the same problem with a few customers. Unchecking "Download Headers" helps. But after that, I you have a lot of Mails in the folder, Outlook starts crashing.

Thanks.

SB

David C - Aug 30, 2019 4:28 pm (#10 Total: 10)  

 

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David C
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When you say "lot of Mails in the folder", to what number of messages are you referring? Hundreds? Thousands? Tens of thousands?

If so, I'd suggest lowering that number by creating a series of sub-folders and moving messages to those subfolders to reduce the number in the "inbox" folder.

I suggest that you perform each of the steps listed below and then attempt to reproduce the issue to see if the troubleshooting step you just performed resolved your issue:

  • Enable the feature "Load PIM Folders synchronously" under "Account" | "Folders" tab

  • Enable the feature "Load IMAP Folders synchronously" under "Account" | "Folders" tab

  • Disable all Outlook plug-ins other than the MDaemon Connector plug-in.

  • Set an exception in the local third-party anti-virus software to not scan the MDaemon Connector profile.

  • Completely disable any third-party anti-virus software on the client machine.

  • Completely uninstall any third-party anti-virus software on the client machine.

  • Stop any third-party programs that are currently running on the Outlook client workstation.

  • Turn off "Download Headers Only" in MDaemon Connector by clicking on the following on the MDaemon Connector toolbar: "Account" | "Send/Receive" | remove the check from "Download Headers Only".

  • Turn off "Enable message download cancellation" in MDaemon Connector by clicking on the following on the MDaemon Connector toolbar: "Account" | "Send/Receive" | remove the check from "Enable message download cancellation".

  • Disable all mailbox filter rules in Outlook.

  • Update the MDaemon Connector plug-in to match the version of MDaemon Connector server module that is currently installed on the MDaemon server.

  • Recreate the affected user's MDaemon Connector profile on their workstation as per the instructions in KB 302 (http://www.altn.com/Support/KnowledgeBase/KnowledgeBaseResults?Number=302). For testing purposes, set up a single MDaemon Connector account in a profile of its own. This means no additional MDaemon Connector, IMAP, or POP3 accounts share the Outlook mail profile. Please also review our MDaemon Connector Guidelines (https://www.altn.com/Products/Outlook-Connector-for-MDaemon/#Guidelines).

  • Disable support for IMAP compression on the MDaemon server under "Setup" | " Server Settings" | " Server Settings" | " Servers".

  • Disable any sort of file indexing on the client workstation.

  • On a known working Outlook workstation, set up the affected user's MDaemon Connector profile. In this way you can determine whether or not the issue occurrences are caused by something on the original workstation.



    If you are still experiencing a crashing issue after performing the troubleshooting steps above, please submit an email support request for further assistance:

  • http://www.altn.com/Support/RequestSupport/



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