General issues
In Aqua Mail's settings go to the Debug section and enable “Debug logging” there. Set “Log output location” to “File (log-AquaMail.txt)”. You will need to enable “Log raw data (include raw session data)” most of the time, if the issue is related to specific message(s) or account(s). It is good practice to reset the log file from the last option in the menu before proceeding further.
Once logging is enabled, please repeat the steps to cause the issue and send the log file to support@aqua-mail.com with a brief description of your problem.
The log file is called log-AquaMail.txt and is located at the root directory of your device. Note that you will have to manually disable the logging process after you've finished.
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This issue is most likely related to the folder's name having changed on the server and is most common with languages other than English.
To fix the problem go to Settings > Manage accounts > Select your account > Folders >
Tap on the folder and select the option to sync it with the respective folder on the server (this may already be the chosen option, re-select it if so) > Refresh the account.
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Crashes are automatically recorded in a crash log, called log-AquaMail-crash.txt and located at the root directory of your device. Please send it as an attachment to support@aqua-mail.com.
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This can happen when the name of the deleted folder has changed on the server. Aqua Mail is still looking for the old name of the folder and cannot perform the action of deleting the messages.
To fix this issue go to Settings > Manage accounts > Select your account > Folders >
Tap "Deleted" and select "Sync with Deleted" (this may already be the chosen option, re-select it if so) > Refresh the account.
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This can happen if you mix IMAP (in Aqua Mail) with POP3 (in another mail app, say Outlook for Windows).
POP3 has no support for marking messages as read or unread. Some mail services mark messages as read once they’ve been downloaded by a mail application, some do not.
IMAP does have support for syncing the read/unread per-message state.
The process is that:
- a new message arrives, it is initially unread
- when it’s retrieved with Outlook for Windows (for example) over POP3, the mail service will mark the message as read on the server
- since POP3 has no read/unread sync, the message will remain unread in Outlook
- when it is retrieved in Aqua Mail via IMAP the message will show up as read since the Outlook service has marked it such on the server
The solution for this is to not mix POP3 and IMAP. It is recommended to use IMAP when accessing your e-mail from multiple devices/apps as the information is correctly synced between all of them. POP3 should be reserved for more specialised cases and used with knowledge what the protocol can and cannot achieve.
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This can happen if you uploaded a lot of messages using a desktop mail app, maybe when migrating to a new mail provider, or moved a lot of messages to a new folder.
Can also be caused by a server issue, since IMAP guarantees ordering by date for incoming mail.
To troubleshoot these and other similar scenarios, simply change the "Messages to sync" setting in Settings > Manage accounts > Your account > Options > Account Options from "by message count" to "by time period".
For migrated accounts, if you’ve uploaded your messages some IMAP mail servers will then assign the date and time of upload to all messages. If you’re seeing this, please: Delete the account in Aqua Mail and add it again > Before it synchronizes messages open the account’s Options and folders > IMAP options > Change “which message date/time to download” to “Date/time sent (from message header)”.
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It is possible to see that there are unread messages in the Account list / Accounts counter whilst you do not see any in the app. Aqua Mail takes the unread count directly from the server, i.e. the unread count of all mail in your mailbox. At the same time, the app does not sync the entirety of your mailbox unless configured to do so.
If you see unread messages but cannot find them in your folders in Aqua Mail, simply open up your mail provider's website and sort by unread. Your messages are likely old and not synced by the app.
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