[Solved] Mailbox IMAP synchronisation failure

[vvenet]

Hello dear support team,

I received a message from postmaster@johnny.heliohost.org. First I thought it was spam. The message states: Hello! Your mailbox is 95% full. To continue receiving mail, delete any letters you no longer need or ask your hosting provider to increase your mailbox quota.

You have to know that for the mailbox in question, I can access it not only through webmail, but also through my mail client (Apple/iPhone/iPad) by IMAP on my Apple device. This works fine as far as I can see. I do this so I can train the spam-filter and set it to the right level.
So through my mail client, I checked the mailbox account in question that was indicated as 95% full. In my Mail client, all folders were empy. I refreshed my Mail client on my Apple devicde a few times, but still all folders, including the spam folder, showed there were no e-mails.

Just to be sure, I logged into Plesk control panel, went to "Mail" section, and saw to my astonishment that the mailbox in question indicated that the usage was “89,4Mb of unlimited”.
So then I accessed the mailbox in question through webmail (Roundcube). Again to my astonishment, the spam folder contained 14 spam-mails, that were not showing up in my Mail client on my Apple device. The volume usage indicator of the mailbox indicated 79%. Again I refreshed my Mail client on my Apple device a few times, but the 14 spam mails did not show up in my Mail client.
I checked all spam-mails in the webmail (Roundcube) and deleted them. The volume usage indicator went back to 0% immediately.
After that, I went back to the Mail section in Plesk control panel. I refreshed the mailbox account in question, and it went back to “0 B used of unlimited”.

When I check the details of the mailbox in question, it states “Default size (Unlimited)”.
Also when I check my account details in Plesk, it states “Mailbox size, Unlimited”.

My questions:
1) If my mailbox is unlimited, how then can I receive a message from postmaster@johnny.heliohost.org that my mailbox is 95% full?
2) How can it be that IMAP is not properly synchronised between Plesk/Webmail/Roundcube and my Mail client? (what can I do about it?)

Kind regards.

[wolstech]

The mailbox is not actually unlimited. The maximum size of a mailbox should be the same as the remaining free space on your hosting account (unless you manually cap the mailbox at a lower amount). The postmaster email used up a few KB at most, so just fit in there. If you have plenty of free space and you received this email anyway, let me know and I'll have Krydos look at it.

As for the IMAP issue, odds are it's because your mail client is expecting the spam folder to be called something else, or is not configured to sync things other than inbox and sent. I've seen this happen before with the trash folder as well, for example some clients like older outlook would expect trash to be called "deleted items".

[vvenet]

Thank you dear Wolstech for your message.

1) The maximum seize of the total hosting account was not reached by far. Nevertheless I was happy with the postmaster e-mail because it indicated a synchronisation problem. But yes please, ask Krydos to look into it and determine why I received the postmaster e-mail anyway.

2) IMAP: the Mail client on my Apple device does synchronise all folders that are listed in webmail/Roundcube.
As try-and-error, I changed the language settings of webmail/Roundcube from my native language to English-US. Roundcube now uses the same term "Junk" as well as the Mail client on my Apple device. Maybe this will do the trick. 🙂 

[wolstech]

Let’s see what Krydos has to say.

[Krydos]

6 hours ago, vvenet said:

I checked all spam-mails in the webmail (Roundcube) and deleted them. The volume usage indicator went back to 0% immediately.

There's not much I can look at since you already deleted them. I guess if it happens again let us know without deleting them first.