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Support - non existant?, No response from RITLABS su[port for 2 weeks!
 
#1
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Hello,

On the 26th of February this year, I have submitted a support request (see below) concerning a critical issue with The Bat! The ticket was assigned to Alexander Leschinsky.

Having received no response within a week, I sent a reminder.

It has now been another week (two weeks since I originally opened the ticket) and there has absolutely no response from RITLABS.

This is extremely disappointing. It appears that RITLABS is only interested in endlessly milking the upgrade cow…

Dimitri

Support ticket (dated 02/26/2005 07:12:08):

"Hello,

I'm having a problem managing folders with The Bat!

I was using v2.12. Upgraded to v3.01 today but the issue remains.

In v3.01, whenever I go create a folder (normal folder, not virtual), a beep can be heard and The Bat! window simply disappears. thebat.exe is not in the process list looks like it's crashing.

The behvaiour in v2.12 was similar except that it would freeze and would need to be killed with the Task Manager.


I can eliminate some obvious possibilities:

- Plug-ins: none were installed (currently have FilterBayes but the problem was there before I installed it)

- File system permission - NTFS file system permissions are OK. I can create new folders in The Bat!'s mail directory

- Read-only files: none of the files in the mail directory is read-only

- Corruption: I ran the the maintenance tool on all fodlers to check integrity. It found some corruption and claims to have fixed it. However, the problem is there.


Ideas?


Thanks,
Dimitri"
 
 
 
#2
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Does the problem occur with all of your accounts and for common filters too or is it one account only.

If it's one account, you could try to remove the account.flb file from the account directory (just place it somewhere safe, don't go ahead and delete it) that should have no bad consequences unless you're using specific folder properties like templates or alternate deletion settings.
You should do this with TB being shut down. On restarting TB, you'll find that TB only recognizes Inbox, Outbox, Sent mail and Trash (and maybe Inbox-known, Junk and Quarantine)
Press the key combo Ctrl-Alt-Shift-L to insert any lost folders, this should restore all folders.
When this solves your problem, then it was your account.flb file that went corrupt.
When you upgraded from v1 via v2 to v3 you might move the account.flx file too, otherwise TB might convert the account.flx to .flb (though that might solve the  problem too)
__________________________________
I'm just a user of The Bat! I don't work for Ritlabs.
 
 
 
#3
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The problem occurs with all accounts and with common folders. In addition, The Bat! also crashes whenever you try to access the properties of any folder (common or account).

Thanks,
Dimitri
 
 
 
#4
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Can you create a new account and if so, can you create new folders in that account?
__________________________________
I'm just a user of The Bat! I don't work for Ritlabs.
 
 
 
#5
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Yes, I can create a new account but I can't create any folders in the account.

Thanks,
Dimitri
 
 
 
#6
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Can you create new directories in your account directories. (With the explorer?)
__________________________________
I'm just a user of The Bat! I don't work for Ritlabs.
 
 
 
#7
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Yes I can (see my original post; but I tried it again just to be sure).

Thanks,
Dimitri
 
 
 
#8
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What happens when you create a new directory in one of you account directories and then press Ctrl-Shift-Alt-L while you've got the focus on TB's account tree?
__________________________________
I'm just a user of The Bat! I don't work for Ritlabs.
 
 
 
#9
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I did that and it found the folder that I created. But after that, everything remained unchanged (ie still crashes when you try to create a new folder in the account or access the properties of the new folder).

Thnaks,
Dimitri
 
 
 
#10
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BTW, when I pressed Ctrl-Shift-Alt-L The Bat! also found 2 other folders - Chat and Undeliverable.

I deleted the folders in The Bat! but they were still present in The Bat's directory. However, the folder that I myself created was deleted.

I was able to delete the folders in Explorer.
 
 
 
#11
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The only thing I can think of now is to uninstall TB, don't let it wipe your message base. After that reinstall it and see if the problem continues.
After installing TB, it'll ask whether to restore accounts from back-up or new accounts, choose new accounts. Select the mail directory you're already using and enter the your current account's name, that way TB will pick the properties for that account. Repeat this for all of your acounts.
See if that helps for your problem, otherwise I'm lost.
__________________________________
I'm just a user of The Bat! I don't work for Ritlabs.
 
 
 
#12
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I've re-installed The Bat! as you suggested and restored the accounts one by one. This didn't have any effect at all.

--
Also, I did a Ctrl+Alt+Shift+L on the common folders and it found a whole bunch of folders. I was removing them one by one ("Wipe") when, on about the 15th one The Bat! dispalyed the following message:

"Access violation at address 008754D8 in module 'thebat.exe'. Read of address 00000018".

After that, The Bat! didn't close but would show the same error message whenever I clicked on any folder. The message was also displayed when I clicked Close after which the cursor changed to an hourglass but the program was still responsive to mouse.

After restarting The Bat! I was able to delete the remaining folders (found with Ctrl+Alt+Shift+L).

This may not be connected to the original problem but at least there is a crash address.
--

Any other ideas?

Thanks,
Dimitri
 
 
 
#13
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Quote
Any other ideas?

Not right now, I'll hink about it.
__________________________________
I'm just a user of The Bat! I don't work for Ritlabs.
 
 
 
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