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Imap issues when searching in outlook 2016

Discussion in 'E-mail Discussions' started by Cameron Worts, Jun 15, 2017.

  1. Cameron Worts

    Cameron Worts Member

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    I am currently having an issue with an domain that connects via IMAP to the server only when searching for an email.

    When using the search function to search for an email in Outlook 2016, the connection drops and a warning is displayed. However, the email is absolutely fine other times sending/receiving fine.

    Is there anything I should change in my config.
     

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  2. cPanelMichael

    cPanelMichael Forums Analyst
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    Hello,

    Do you notice any output to /var/log/maillog when this happens?

    Thank you.
     
  3. Cameron Worts

    Cameron Worts Member

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    Trolling through the logs i see:

    Jun 15 11:20:22 servername dovecot: imap-login: Login: user=<useremail@cliendomain.com.au>, method=PLAIN, rip=xxx.xxx.xxx.xxx, lip=ser.ver.ipa.ddr, mpid=29718, session=<wBYrJvdRIPSLgoaE>
    Jun 15 11:21:02 servername dovecot: imap(useremail@cliendomain.com.au): Logged out in=160491, out=5452, bytes=160491/5452
    Jun 15 11:24:49 servername dovecot: imap(useremail@cliendomain.com.au): Server shutting down. in=713, out=628348, bytes=713/628348
    Jun 15 11:25:05 servername dovecot: imap-login: Login: user=<useremail@cliendomain.com.au>, method=PLAIN, rip=xxx.xxx.xxx.xxx, lip=ser.ver.ipa.ddr, mpid=32409, session=<z9sJN/dRovSLgoaE>
    Jun 15 11:25:06 servername dovecot: imap-login: Login: user=<useremail@cliendomain.com.au>, method=PLAIN, rip=xxx.xxx.xxx.xxx, lip=ser.ver.ipa.ddr, mpid=32410, session=<iMYSN/dRo/SLgoaE>
    Jun 15 11:25:49 servername dovecot: imap(useremail@cliendomain.com.au): Logged out in=368, out=31939, bytes=368/31939
    Jun 15 11:32:28 servername dovecot: imap(useremail@cliendomain.com.au): Server shutting down. in=457, out=2192054, bytes=457/2192054

    What I just picked up was server shutting down when the server has been up for 90 days? Don't know if it's that but can do a check tomorrow morning with the client.
     
  4. cPanelMichael

    cPanelMichael Forums Analyst
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    Hello,

    It's possible the connection is timing out. Can you reproduce this issue when searching for a message in Outlook immediately after signing in (e.g. Open Outlook, authenticate, and search)? Does the search complete at all, or time out immediately?

    Thank you.
     
  5. Cameron Worts

    Cameron Worts Member

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    I'll get onto the clients machine via teamviewer in the morning whilst monitoring the logs to see if I can replicate the issue. Is there any setting that I should look at on the server?

    Could CSF be causing the issue?
     
  6. cPanelMichael

    cPanelMichael Forums Analyst
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    Hello,

    You could try temporarily disabling CSF when testing to rule it out as the cause of the issue. You can find the mail server settings at:

    "WHM Home » Service Configuration » Mailserver Configuration"

    You could try adjusting the "Interval between IMAP IDLE “OK Still here” messages" and "Idle Check Interval" values, but it's also possible the issue is with Outlook.

    Thank you.
     
  7. Cameron Worts

    Cameron Worts Member

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    Hi Michael,

    I ran some tests with the client this morning and after researching on Google, there seems to be an issue with Outlook 2016, An Office 365 account and multiple imap/pop3 accounts. I found an article on the MS forum (Something went wrong and your search couldn't be completed) which is exactly what is happening to my client.
     
  8. cPanelMichael

    cPanelMichael Forums Analyst
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    Hello,

    Did either of the solutions on that URL help address the issue for your client?

    Thank you.
     
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