Email account won't load for her but does for me

[apogeeza]

Hi there

We have an admin with a personal email, and shared group emails. When she logs in to her profile, she can not see her personal emails (see 1-Christina-personal-email-won’t-load.jpg), but she can see the group emails (see 2-Christina-group-email-does-load.jpg.) She has tried Chrome, Edge and Brave all with the same results. She is on MS Windows 10.

When I log in to her profile I can see all her personal emails (see 3-Ivan-can-load-Christinas-personal-email.jpg) I have tried Firefox, Opera and Brave. I am on Ubuntu 20.10.

She has switched off VPN which we found does cause load issues for her too.
I cannot find a topic with a similar issue on the help forum, nor on Google.

Have you any idea what may be causing this?

Thank you.

[StefanU]

Hi Ivan.

I have tried Firefox, Opera and Brave. I am on Ubuntu 20.10.
She has switched off VPN which we found does cause load issues for her too.

It all pretty much has nothing to do with it.

I cannot find a topic with a similar issue on the help forum, nor on Google.

This is probably not a general error, but rather a wrong configuration.

When I log in to her profile

What do you mean by that exactly?

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Please check and show us her email account (anonymised) with with some screenshots.

Stefan

[apogeeza]

Hi Stefan

Sorry for not getting back to you earlier: Christina is moving, her stuff is still in storage, when she gets to her new home, she will get her PC out of storage and then we can pick this up again, for now though we wait.

She has confirmed that she can access her personal email from her mobile phone, but she can not access it from her PC browsers.

I have already sent the screenshots of me logging in to her profile which shows that her email config is not wrong/error. Since she can access it from her phone but not from her PC, and it is just THAT personal email - the problem does not exist on the shared group emails.

We know this is not an EGroupware error, but we are asking if this is something other Windows 10 users may have experienced, and what might be the cause? Are there other apps that might cause this conflict?

VPN is switched off.

I still have no confirmation is she has an anti-virus/firewall that does “privacy protection” services on her machine, that might interrupt the email.

Regards
Ivan Schoultz

[apogeeza]

We have managed to find a work-around (not solution)

Only on her machine does it NOT load the first email account properly. We created a second profile and a second email - the same appears in both.

We noticed the second email loads correctly, so we loaded the second email into both profiles, the first email is just a dud-placeholder so the second email can load correctly, by prefixing the two email accounts as 1. (for the dud account that doesn’t load) and 2. (for the account we want to use) we managed to get the second email box to work.

We still do not know what is causing it, but at least we got something we can use.