Cannot create custom IMAP folders in Apple Mail with WebHostingHub

Asked by:
HubFans / n/a Points
Time:
2015-10-10 1:07 am EST
Category:
Email Troubleshooting
Hits:
238
Hi,

I have a existing hosting account with HostRocket (HR). My primary IMAP email account hosted by HR is sunil@bhatla.net. I am in the process of migrating this account to WebHostingHub (WHH).

Currently, with HR, I have a bunch of custom IMAP folders, as you can see in the screenshot (link below).
https://www.dropbox.com/s/nvrey15j0c44mvb/Screenshot%20%20-%20custom%20IMAP%20folders.png?dl=0

When I try to create similar custom IMAP folders within Apple Mail for my WHH account, they appear for a moment and then disappear! When I try to create such a folder using either WHH webmail or the Thunderbird client, they appear as sub-folders of the Inbox. Which is not what I want. How do I make them appear as in the screenshot?

Here is a link to a screen recording that shows this strange behavior:
https://www.dropbox.com/s/j6blsegxp7lo11j/disappearing%20email%20folder.mov?dl=0

Thanks for your help,
Sunil

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ANSWERS

0

ScottM
Staff
16,266 Points
2015-10-12 2:00 pm EST
Hello Sunil,

Sorry to hear you are having issues with creating folders on your MacMail. When I attempt this with Thunderbird (I do not have MacMail) I do not have that issue when testing on my own server, however I do have an issue when testing on your specific account. I can create the folders in the Inbox with both servers.

Do note that when I attempt to create a new folder above the Inbox on my own server, it creates it under the Inbox anyway, so the result should be the same.

As for the folder appearing and then disappearing, I created a test email account on your hosting account and was not able to duplicate the issue. Do you have your email settings pointed to the full server name or your domain name?

Kindest Regards,
Scott M

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Hi Scott,

Thanks for your reply. There are a couple of things I don't understand in your response, so I'll ask for clarification and answer your questions as best I can.

>>When I attempt this with Thunderbird.... I do have an issue when testing on your specific account.
When you say "issue" do you mean that you cannot (like I) create folders outside the inbox?

>> I can create the folders in the Inbox with both servers.
Yes, I have no problem creating custom folders in the Inbox, but as you probably surmised, that's not what I want to do.

>>Do note that when I attempt to create a new folder above the Inbox on my own server, it creates it under the Inbox anyway, so the result should be the same.
I think this is the crux of the problem. When I try to create folders outside the inbox using Apple Mail, they disappear (as you saw in my screen recording).

>>As for the folder appearing and then disappearing, I created a test email account on your hosting account and was not able to duplicate the issue.
Could you clarify the specific issue you could not duplicate? And were you using Thunderbird? And were you able to create a custom folder outside the Inbox?

>>Do you have your email settings pointed to the full server name or your domain name?
My email settings point to secure49.webhostinghub.com as I have not changed DNS settings yet.

Thanks,
Sunil
SunilBhatla
43 Points

2015-10-12 10:29 pm EST
0

SunilBhatla
2015-10-14 11:56 pm EST
I have not received a usable answer yet. Should I just cancel my new hosting account?

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Hello Sunil,

I apologize as for some reason your reply did not show up for us. I have ran a script to fix permissions on your account which usually is the problem for folder creation. Please try to create the folders again. I also noticed in your video that you sent us, which I really appreciate, your Hub email is not on the sidebar unlike your rocket email. Have you tried to removing and re-adding the hub account?

Best Regards,
TJ Edens
TJEdens
1,198 Points
Staff
2015-10-15 2:41 pm EST
0

SunilBhatla
2015-10-15 7:20 pm EST
Hi,

I have deleted the email account on the server as well as in my client, and then set them up again. The same behavior occurs: when I create a folder, it appears for a moment and disappears again :(

Regarding your question about the Hub email not appearing on the sidebar, I believe that is because I have no folders! I don't know what else to try. Please help.

Sunil

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0

SunilBhatla
2015-10-20 6:45 am EST
Dear support team,

Resolving this issue is taking far too long... I will give it two more days... after that I will unfortunately have to close my account.

Thank you,
Sunil

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Hello Sunil,

Sorry about the continuing confusion with the email folders issue that you have been trying to resolve. I tested this on my MacBook Pro with the latest OS X(El Capitan). First, I want to establish that the IMAP version that the server uses is Courier IMAP. Accounts created on the server have the normal primary folders such as Inbox, Trash, or Sent. However, any custom folder created by a client will create a folder UNDER that account.

When I looked at your account, your domain name bhatla.net is still pointed away and using a different mail server. However, you can create an email account here using the local server name (whub49.webhostinghub.com). I first created a test account tester@bhatla.net, then I created multiple folders using the Webmail client - RoundCube. You can look at the test account in the cPanel if you wish. Just change the password. The subfolders I created all appear in the account with no problem.

I then setup my Apple mail client pointing to whub49.webhostinghub.com and the test mail account. When I did this, I also set the path prefix to INBOX. With the path prefix set, I could create folders with no problem and they would be under the account. When you look at it in the Apple Mail client, it looks like your folder setup:

Bhatla screenshot

If I removed the Path prefix, then it would behave exactly as you were demonstrating in your video- the folder couldn't be created. The PATH prefix is required due to the requirements of the server. You can still create subfolders, but they will always be a under a particular parent account. I hope this makes sense for you. Let me know if your require any further explanation!

If you have any further questions or comments, please let us know.

Regards,
Arnel C.
arnelc
16,171 Points
Staff
2015-10-20 11:06 am EST
0

SunilBhatla
2015-10-20 3:16 pm EST
Arnell, thank you! You solved it. Setting the path prefix to INBOX makes it work just fine.

Cheers!
Sunil

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