1825224 - Sending mail from non default identity hangs on copy to sent folder

Status: RESOLVED INCOMPLETE

(Thunderbird :: Untriaged, defect)

Description

[Pete]

Attachment: thunderbird.png

User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:109.0) Gecko/20100101 Firefox/111.0

Steps to reproduce:

Send mail from a non default identity.

Actual results:

hangs on copy to sent folder

Expected results:

Copied to sent folder

Comment 2

[gene smith]

Not sure I understand the significance/meaning of "non default identity"
Is this a constant and repeatable problem or does it just sometimes fail?
I assume it hangs for at least 2-3 minutes. If so, what happens when you click Cancel?
Have you tried 112 beta 3? There are fixes for this kind of thing there.

Comment 3

[Pete]

If you go into Account Settings you'll see that the main account has default account identity settings. Bottom right is a 'Manage Identities' button. If you use another identity other than the default the above occurs.

The problem is constant.
The message lasts forever probably.
If you click cancel the message is not copied to the sent folder. This is the ONLY way out.
I'm currently on 115.

Comment 4

[Pete]

Previously closed to 1745130 as resolved but this is still an issue.

Comment 5

[Pete]

This has been fixed somewhere between 115 and 115.1.1.
Was this intentional? Should this be related to another issue?

Comment 6

[gene smith]

(In reply to Pete from comment #5)

This has been fixed somewhere between 115 and 115.1.1.

I tried it myself with 115.0 by adding a new identity with a different email address and different outgoing smtp server. I send several messages after selecting the alternate identity and they all went out and saved to sent folder OK with no hang. It also worked OK with 115.0.1 and daily using the alternate identity.

Was this intentional? Should this be related to another issue?

I doubt if this was "fixed" by a side-effect of another fix. Bug 1745130 was supposed to completely fix the hangs saving to sent. However, I think I saw something like you report (hung at 100%) at least once after I deleted the smtp password in password manager and then manually entering it while testing another bug but I haven't looked into that again. Other than that and your report here, I haven't heard of a problem occurring at or after 115.0 about hanging on save to sent.

Comment 7

[Pete]

OK I made a mistake. It's not fixed.
I did what you did and selected the alternate identity but just selecting the identity doesn't send from it. You have to write mail then change the 'From' field to the non-default id before sending.

Comment 8

[gene smith]

I'm not following sure I understand your exact steps to reproduce the problem.
I wrote a new test message with a subject and a short body, changed to the alternate identity and sent it and it sent OK and saved to sent folder.
Please describe your exact steps to trigger the bug if this is not what you are doing.

Comment 9

[gene smith]

Also, for the non-default ident are you also changing the outgoing SMTP server? Or better, please describe as much detail as possible about your default and alternate identity or identities if you have more than one alternate. Thanks.

Comment 10

[Phoenix]

Resolved per whiteboard

Comment 11

[Pete]

This is still an issue 115.6.0

The easiest way to replicate this is:
Create a non default identity for an IMAP email address and set
'When sending messages, automatically: Place a copy in:"Sent" Folder on'
to the default identity's 'sent folder'.

Send an email to the non-default identity.
Reply to the email. This should use the non-default identity as the sending and return address and try to copy the sent message to the default identity's sent folder.
In my case this causes the copy to sent folder to hang and only selecting to cancel the copy stops this.

Comment 12

[gene smith]

(In reply to Pete from comment #11)

This is still an issue 115.6.0

I've tried your STR and still don't see a problem saving to Sent. But it is still not 100% clear as to what you doing so maybe I'm missing something.

The easiest way to replicate this is:
Create a non default identity for an IMAP email address and set
'When sending messages, automatically: Place a copy in:"Sent" Folder on'
to the default identity's 'sent folder'.

Is your "non default identity" just and alternate name for your default identity or does it use a different imap account and/or different smtp server than your default identity?

Send an email to the non-default identity.

You say send an email TO the non-default identity. Or do you mean send an email (maybe to a different account) using the non-default identity?

Reply to the email. This should use the non-default identity as the sending and return address and try to copy the sent message to the default identity's sent folder.

No matter how I do this, when I reply to the email it is saved properly into a Sent folder. I'm still not seeing a hang.

In my case this causes the copy to sent folder to hang and only selecting to cancel the copy stops this.

So please explain exactly how your account is set up with alternate identifies. E.g., are the alternate identifies using the same SMTP server or different SMTP server(s)? Are the alternate identities using the same Sent folder as the default identify or are they using Sent folder(s) for other accounts? Please be as specific as possible and I'll try again to duplicate the problem.
Thanks!

Comment 13

[pflegerl]

This issue is still present.

In our organization, each team member has a shared mail folder that is accessible to everyone. The Thunderbird identities are configured so that their own shared mail folder is set as the draft folder. The process involves the support team preparing an email, saving it to the specific team member's shared folder, and the team member then opens the email as a draft and sends it. Usually, the "From" identity is the general identity used by everyone in our organization, but it is not the default identity for our team members.

So, I suppose that's why some of our team members report this exact issue, where the sent mail process hangs and does not save the sent mail into the sent folder. The mail is sent though, but this is not communicated to them, which makes this even more frustrating, because many team members are unsure, and ask us (the IT team) or sent the mail multiple times.

Comment 14

[gene smith]

In our organization, each team member has a shared mail folder that is accessible to everyone.

I need to know exactly how this is set up. Are you configuring each user's "shared" folder with the advanced imap namespace settings "Other Users" (the last item in the namespace settings)?
Also, it might be good to know the imap server type you are using.

The Thunderbird identities are configured so that their own shared mail folder is set as the draft folder. The process involves the support team preparing an email, saving it to the specific team member's shared folder,

Is this saving a draft to their own personal shared/draft folder or to another team member's shared/draft folder?

and the team member then opens the email as a draft and sends it. Usually, the "From" identity is the general identity used by everyone in our organization, but it is not the default identity for our team members.

Is the "team member" here the original author or another team member?

So, I suppose that's why some of our team members report this exact issue, where the sent mail process hangs and does not save the sent mail into the sent folder. The mail is sent though, but this is not communicated to them, which makes this even more frustrating, because many team members are unsure, and ask us (the IT team) or sent the mail multiple times.

Is it possible to duplicate this without using "shared" folders? Reporter "Pete" provided a somewhat unclear STR without using namespaces but I couldn't duplicate the problem using my interpretation of his steps. I also asked reporter Pete for clarification on the STR but never received a reply.

Comment 15

[gene smith]

Reporter Pete,
If you can still duplicate this issue, please provide all the details about your STR (seen in comment 11) as previously requested by me in comment 12.
I tried again today to duplicate the reported bug with no success.
Thanks,
-gene

Comment 16

[Wayne Mery (:wsmwk)]

More data is needed. Note, version 128 is available.

Comment 17

[Wayne Mery (:wsmwk)]

Updated information is needed