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Emails missing from folders

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Frequent Visitor

Emails missing from folders

Yesterday all of the emails I've stored in different folders disappeared. I can still see the folders, but the folders are all empty. I can do a search and find the emails, but they are no longer in my folders. Help?

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Expert

Re: Emails missing from folders

When you search for and find the emails, under the date in the list does it show the folder they're supposed to be in?  Do you still find them if you search only the folder in question instead of "All folders"?  I'm just curious.



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Frequent Visitor

Re: Emails missing from folders

Yes it does. My problem is that I have 19 folders and dozens of files, and I don't remember  all of them to even search for them,

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Frequent Visitor

Re: Emails missing from folders

No, the emails don't show if I just search for the folder they are missing from.

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Expert

Re: Emails missing from folders


@Concon2 wrote:

No, the emails don't show if I just search for the folder they are missing from.


Then I am going to escalate this to the forum admins for follow-up.  You should see a response here in this thread.



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Frequent Visitor

Re: Emails missing from folders

Thank you for your help!
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Official Employee

Re: Emails missing from folders

Good afternoon, Concon2. Thank you for posting here for support. Sorry to hear about your folder contents disappearing! For this email address and just to confirm, are you using email from the https://comca.st/3a540r7 website only?


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Frequent Visitor

Re: Emails missing from folders

Yes

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Official Employee

Re: Emails missing from folders

Got it. Please go ahead and sign out of our website. Make sure to stay signed out and then let me know once you have done that. I am going to attempt sending a database refresh/sync through.


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Frequent Visitor

Re: Emails missing from folders

I am signed out now
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Official Employee

Re: Emails missing from folders

Thank you! Go ahead and sign back in for me and let me know if anything has changed, for the better. Are you seeing the missing emails now?


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Frequent Visitor

Re: Emails missing from folders

Unfortunately no.

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Official Employee

Re: Emails missing from folders

Bummer. OK, we can try another route then. The last time you saw the emails in their correct folders was 3 days ago, correct? Also, about how many emails would you say this is happening to?


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Frequent Visitor

Re: Emails missing from folders

I noticed they were gone on Thursday. I have 19 folders. Some only had a few emails in them. Some had 20 or so. I truly have no idea of how many total but I'd guess about 100.

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Official Employee

Re: Emails missing from folders

I see. I will see if I can open a request for you to see what can be done to fix this. Please send me a PM with your first and last name and the name of the account holder, if that's not you. 

 

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.

 

I will meet you there, thank you. 


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Frequent Visitor

Re: Emails missing from folders

ConCon2 did this get resolved?

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Frequent Visitor

Re: Emails missing from folders

Nope, still have empty folders.
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Official Employee

Re: Emails missing from folders

Good morning, Connie. How are you doing? I wanted to check in and see if you're still missing the contents in your email folders. If so, I have a different suggestion for a route we can take in attempt to correct it. Let me know, thank you.


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Frequent Visitor

Re: Emails missing from folders

No, the folders are still empty.

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Official Employee

Re: Emails missing from folders

Your email has a duplicate of each folder and some of the folders have mail and some don't. From looking at the way the folders are set up, my assumption is you were using something to consolidate your email and it somehow consolidated within itself. 

 

This process has created a broken folder and therefore is preventing other folders/email from being seen. We are attempting to fix it, but since it is a third-party service that created the broken folder we may not be able to, but we will try our best.  


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Frequent Visitor

Re: Emails missing from folders

Thank you so much. Fingers crossed that you're successful!