📄 Troubleshooting
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📄 Troubleshooting

Troubleshooting

This section helps you resolve the most common issues you may encounter while using MailDesk.

Most problems are caused by sync timing, account configuration, or email provider behavior — and can usually be fixed quickly.

Before contacting support, check the topics below.


Emails are missing or delayed

If emails do not appear immediately or seem to be missing:
Emails are missing or delayed

  • Sync is near real-time, not instant

  • Initial sync may still be running

  • Older emails load progressively

This is the most common situation for new users.


Manual Sync Tools

  • Poll for updates: In the MailBox UI, you can trigger an immediate check for new emails. This bypasses the standard 2-3 minute wait time.
  • Folder Backfill: If you are missing old emails in a specific folder, go to Mailbox Accounts -> Folders tab -> select the folder -> click Trigger Backfill. This starts a deep historical search for that folder.

OAuth and authorization issues

If you see messages like:

  • “OAuth not configured”

  • “Authorization expired”

  • “Re-authorization required”

OAuth problems (Gmail / Outlook)

These issues usually require:

  • Re-authorizing the account

  • Or help from your Odoo administrator


Sent emails do not appear

If you sent an email but can’t find it later:

Sent mail does not appear

  • Understand local vs provider copies

  • Verify the correct Sent folder

  • Check Drafts and SMTP status


Sync issues and unexpected behavior

If MailDesk behaves strangely:

  • Emails appear slowly

  • Conversations don’t update

  • Folder counts look wrong

Sync and refresh issues

Most sync issues resolve themselves after a short time.


Folder and duplication issues

If you see:

  • The same email in multiple folders

  • Unexpected duplicates

  • Folder content that doesn’t match webmail

Folders, labels, and duplicates explained

This is often related to Gmail labels or IMAP server behavior.


Mailbox is disconnected

If MailDesk shows that your mailbox is disconnected or you stop receiving new messages:

  • Open Settings > MailDesk > Mailbox Accounts

  • Check the connection status for your mailbox

  • For OAuth mailboxes (Gmail, Outlook): click Re-authorize — you will be redirected to your provider to sign in again

  • For IMAP mailboxes: verify the credentials and click Test connection

  • If you recently changed your provider password, the mailbox needs to be re-authorized

💡 If the test fails repeatedly, ask your Odoo administrator to check provider settings and outbound connectivity from the Odoo server.


New emails are not appearing yet

If a message should already be in your mailbox but does not show up:

  • Click Refresh mailbox in the mailbox toolbar to trigger an immediate check

  • Wait a few seconds — MailDesk keeps your mailbox synchronized automatically in the background

  • Check the connection status in Settings > Mailbox Accounts — a disconnected mailbox cannot receive updates

  • For very new mailboxes still completing the initial download, older messages load progressively over the first hour

  • Confirm the message arrived in your provider (Gmail / Outlook webmail) — if it is not there either, the sender may not have sent it yet

💡 Most timing issues resolve themselves after one or two background synchronizations.


An AI action is unavailable

If Summarize, AI Draft, or Security Scan is greyed out or fails:

  • Confirm your administrator has configured at least one AI provider — see Set up your AI provider

  • Run the provider Test connection from Settings — if it fails, the provider key or quota is the cause

  • For very long threads, the provider may temporarily rate-limit; try again in a minute

  • Confirm your mailbox is in MailDesk Pro — AI features require the Pro edition

  • If the problem persists, contact your administrator or Metzler IT support

📌 See AI Assistant for an overview of available AI actions.


A bridge action is missing on a record

If the Create lead, Create ticket, Link to order, or any other Workflow Bridge action does not appear:

  • Confirm the matching Workflow Bridge module is installed (CRM Integration, Helpdesk Integration, Calendar Integration, Documents Integration, Sales Integration, Partner 360, Chatter Integration, Automation Engine)

  • Confirm the bridge is enabled on your mailbox — open Settings > Mailbox Accounts and check the bridge flags

  • Confirm you have read access to the target Odoo app (you cannot link to a CRM lead if you have no CRM access)

  • For shared mailboxes, your administrator can enable bridges for the team

  • If a smart button on an Odoo record looks wrong, refresh the form view — the count updates on the next sync

📌 See Workflow Bridges for the full list of available bridges and their setup.


Where to start?

If you’re unsure which article to read:

1. Check Emails are missing or delayed
2. Check OAuth problems (if applicable)
3. Check Sent mail issues
4. Contact support if the issue persists


When should I contact support?

Contact your support team or administrator if:

  • OAuth configuration is missing

  • Connection tests fail repeatedly

  • Errors appear consistently

  • You suspect server or firewall issues

Include:

  • Email provider (Gmail / Outlook / IMAP)

  • Error message (if any)

  • What you expected vs what happened


Tip:

Most issues resolve themselves after sync completes.
Waiting a few minutes often saves a lot of time.


What’s next?

  • Open the relevant troubleshooting article above

  • Review Security & privacy for safe setup

  • Return to Daily use once the issue is resolved