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Inbox disappear after update

  • 1 reply
  • 1 has this problem
  • 1 view
  • Last reply by AgnesRM

noxeeternal
noxeeternal
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Hi everyone... This problem of ours have been quite frustrating for our users and us support teams for a while now... Whenever a user reports that his/her inbox contents have disappeared, we try to repair it first by right clicking Inbox->Properties->Repair folder, it wouldn't work, and when we check the Inbox file on the profile directory, it shows that the Inbox file now has 0KB size. which is quite weird because it only happens with Inbox, not with Sent Items, Drafts, etc.

We've traced this issue and this happens when a new version has been installed as seen in Tools->Options->Show Update History.

Could the missing Inbox files be recovered? and if not, can we do something to prevent this from happening? One of our users' 20GB inbox file has been lost because of this issue and we can't afford from keeping this on happening for other Thunderbird users.

Thanks a lot guys!

Hi everyone... This problem of ours have been quite frustrating for our users and us support teams for a while now... Whenever a user reports that his/her inbox contents have disappeared, we try to repair it first by right clicking Inbox->Properties->Repair folder, it wouldn't work, and when we check the Inbox file on the profile directory, it shows that the Inbox file now has 0KB size. which is quite weird because it only happens with Inbox, not with Sent Items, Drafts, etc. We've traced this issue and this happens when a new version has been installed as seen in Tools->Options->Show Update History. Could the missing Inbox files be recovered? and if not, can we do something to prevent this from happening? One of our users' 20GB inbox file has been lost because of this issue and we can't afford from keeping this on happening for other Thunderbird users. Thanks a lot guys!

All Replies (1)

AgnesRM
AgnesRM
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Check whether there is more than one folder in the Profiles directory. Possibly they are using a new empty profile and the original one is still there. Each profile folder would have a random string followed by . and a name. At least one should have .default in the name. Normal location in Windows is C:\Users\<username>\AppData\Roaming\Profiles\ Check that the profile really is there by: From the Help menu, click Troubleshooting Information. In the Application Basics section, Profile Folder, click on Open Folder. The Windows Explorer window will show the name of the profile as well as the path to it. Report back the path and all profile names within Profiles please.