Emails Display Slowly and Sometimes Fail to Display At All

[jcjam]

Dear Sir,

Can you help please?

I’ve been using Aqua Mail for over a year now and found it the best of its kind to manage emails on my mobile devices. An excellent piece of software indeed offering endless features.

However, I have experienced a few issues over the past couple of weeks where I’ve noticed that emails are downloading slower and slower or sometimes not at all. I have read up on your Forum and found other similar users reports including this one ( newbielink:http://www.aqua-mail.com/forum/index.php?topic=3242.msg16034#msg16034 [nonactive]) which looks identical to my experience.

I am using an HTC One Mini phone on Android 4.4.2 with version 1.5.5.13 (AquaMail Pro). I have tried your “Diag: Reload” button in the emails that fail to load and it makes no difference. The same applies to the “Compact the database” option which makes no difference. I even deleted all my sent items and old emails so that there are less than a dozen emails in total and to no avail. I have tried various Wi-Fi networks as well as my 4G mobile internet and get the same results. As the earlier report from another user, the only solution I can find is to restart my HTC mobile and for a few emails it’s fine until the problem reoccurs and another restart is needed. It looks like AquaMail is waiting for something to happen before it downloads the emails.

Interestingly, I have noticed this problem does not affect my HTC Flyer tablet I own using AquaMail Pro version 1.5.1.13. However, this device is on Android version 3.2.1 and I cannot update AquaMail any more as it’s too old a device.

Any ideas? If you need any more info from me let me know.

Kind regards,

James.

[Kostya Vasilyev]

When you say "noticed that emails are downloading slower and slower or sometimes not at all" --

-- do you mean the app is slow at syncing mail, when it's talking to the mail server?

I assume the tablet's connection type is WiFi, correct?

Are you seeing this is one account only or several?

If you only have one mail account in Aqua, do you have any others you could add, for comparison?

Ultimately, the best option is to capture the issue in the app's debug log (see my signature, below, for a link on how to do that). You will need to enable "raw session data" in log settings for it to be useful.

[jcjam]

Hi Kostya,

Thanks for your quick reply.

Yes, I do believe the app is slow at syncing mail across as other programs I use (Outlook 2013 and web access to the emails) are all fine.

I can confirm I have a GMX email (Global Mail Exchange) and a Google email which are both added to the app on my mobile phone and tablet devices. I use the Smart Folder often to access emails but have tested emails on their individual Inboxes too. Yes, the tablet only uses Wi-Fi and the mobile phone uses Wi-Fi and 4G connections. When testing on tablet and phone on the same Wi-Fi the tablet never has a problem (being an older Android and Aqua Mail version) but the mobile phone still have the issue. I've used two separate Wi-Fi connections (one home, one work) and there's no difference/improvement.

I'll take you advice and try to capture the issue in a debug log soon.

Thanks - James.

[Kostya Vasilyev]

I'd also check how many recent messages you're asking the app to sync. The larger the setting, the more work it is for the app to do.

There is a global setting under "mail, receiving" -> "messages to sync" (I mean in app, not account settings), the default is 25-50 depending...

There is also a an account level setting (optional override). Long press an account -> options and folders -> account options -> "messages to sync".

[jcjam]

Hi,

Good news, since my last reply I’ve not had the issue reoccur where messages completely fail to display. Though there were delays, I always saw the message i.e. the body of the email displaying even after a little wait.

Also, I can report that further testing was completed where I had no internet connection and the slowness did happen, though the email body did display if a little late similar to being on an internet connection. So the problem isn’t necessarily related to the internet connection.

Thanks for the extra info. I've changed the 'messages to sync' from the global setting I had previously which was '100' to now read '25'. I checked both accounts via the long-press option and found they were both set to '25' and left them at that.

If the body of emails fails again I’ll let you know. I’ve started the log file from earlier this week so I’ll keep a note of any dates/times when/if problems persist! However, so far so good! I’ve not missed an auto-update right?

[Kostya Vasilyev]

The latest in Play is 1.5.5.19, but not sure it would affect what you're describing.

One other thought -- do you happen to be using an app called LastPass, or any other "password managers"?

Those can interfere with Aqua, message text might not show at all, or show after a long delay.

"Messages to sync" 25 is good, very conservative, values like 50 or 100 are almost just as fast. Once you get to 500 or more, that may be somewhat slow (to check mail) on a slow connection. Just something to keep in mind.