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troysaxtongetty
troysaxtongetty 8 months ago
Email accounts disappearing

I bought a DROID day one, immediately loaded it up with 6 email accounts, 3 exchange, 3 IMAP, including Yahoo and GMAIL.

Perfect! I noticed some email app issue when I was trying to change the default account (check mark) to another account. It wouldn't change, I rebooted, it worked fine, then at dinner I went to check email and I noticed that ALL the accounts were gone.... it went to the first initial email account setup screen....

Totally a show stopper for a corporate device........ Let's fix this, I am more then willing to test to hope to fix this so nobody has to be in total shock.... I have been running all the same accounts on my iPhone as a backup, glad I did...


I did some additional research and read something about a guy with the DROID disappearing email accounts and a conflict with Advanced Task Killer. As a software developer myself I really don't want to single out an application unless I factually know it. (I don't know it) but after losing my 6 email accounts, I decided to add back my primary exchange account, I turned the phone off, turned it back on and the only account I had added back was gone.

I deleted PowerX and Advanced Task Killer (both apps I like, btw) and I added back the primary exchange account, repeated the OFF/On and the email account was OK. I added a second email account, powered OFF and ON again, all is well, I will keep reporting on my efforts to track this down.

If any of you have the same problems, are you using either of those apps? Did you see a repeat of auto-magically deleted email accounts?

Let's get this fixed, its a total show stopper, I am seeing quite a few others reporting these issues but those folks are not very technical so the details are thin, I suspect we will see more of this... Hopefully we can sort it out.
Feel free to call me or reach out me here... we can swap contact info.

I have added back all six email accounts (back when I did my first post), 3 exchange 2007 accounts, Gmail, Yahoo, and an IMAP to .MAC, so far so good, I don't know how it could be those programs, they ran for days correctly, it could have been an update to either of them, I would suspect the Advanced Killer X before the battery tool, but like I said, I don't want to put the blame on an app if it isn't conclusive... I talked to a verizon DROID tech support person, she hadn't seen the problem yet. It is there, it happened twice to me already..... right after the first mystery, I added back one exchange account, within hours it was gone again, I removed those two apps and it has been fine now for a few days...
12 people have this issue
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20 replies
jyoung
jyoung 6 months ago
Same problem here; my cox.net POP account and my corporate Exchange account both disappeared yesterday. I too called Verizon, but they said they had "no documented reports of users of this problem."

When I asked if my support call would result in a "document report" he said no. I was shocked! After a little probing I learned that the Verizon support people really only help resolve user errors. If there is a problem with the OS or phone, they don't have a mechanism to report it to Motorola or Google!

Bottom line: don't waste time asking Verizon to fix this problem since they can't or won't do anything. Go directly to Motorola or Google.
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cervach
cervach 6 months ago
This issue is being discussed on the motorola forums and droid forums as well. I am experiencing it and it is infuriating. Google is the company we need to be notifying about it though, and so I started a thread on their Android device help forum, where they are notified of problems and actually try to fix them.

Help me notify google by either posting and venting on my thread, other threads, or creating your own. Let's get this fixed.

www.google.com­/support­/forum­/p­/Google­+Mo...
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jamievoto
jamievoto 8 months ago
I had the same expieriance with a Droid, exchange 2007 account and advanced task killer. I removed ATK and no issues. I switched to TaskPanel which has worked well.
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troysaxtongetty
troysaxtongetty 8 months ago
Well, I had it happen again, its been about 10 days and I opened my DROID Email and its back to the setup wizard... I had zero'ed in on it possibly being one of two apps, I removed them, one was Advanced task Killer X, I had made it almost two weeks so I figured it was one of the apps, turns out, I have a totally stock phone, new hardware, factory build, no apps... ALL EMAIL ACCOUNTS gone.... just an hour prior I was sending and receiving no problem....

Verizon, This is an issue... I have had a G1 for nearly a year, never had this happen, even today, it still works....

I am happy to test any theories or ideas here.... (DROID is a test phone until i holds up...)
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Trebacz
Trebacz 7 months ago
I'm on my email accounts getting deleted for the second time on my Motorola droid running Android 2.0 (and now 2.0.1). All of a sudden my phones exchange account (and 1 IMAP (gmail hosted domain) account and 2 POP3 accounts (both comcast)) disappear from the phone -the corporate calendar also disappears. Regular Gmail account is unaffected. The last time was probably two weeks ago.

I can reset the email accounts up (all 4 accounts), but it a pain to have it happen. And it's even more of a pain to set them reset them up (probably loose 20 minutes of my life each time. First off -it shouldn't happen. Secondly -shouldn't there be a way to back up these settings?

I had a complete reinstall of the update 2.0.1 by the Verizon store, so my phone was recently completely rebuilt 3 days ago. This time I did not install TasKiller app -fearing it may have caused some of my issues. I still had the problem this afternoon.

Phone information:
Kernel: 2.6.29-omap1-g0dd7e0b
android-build@apa26 #511
Build: ESD56
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piwaf
piwaf 7 months ago
I have the same issue with email accounts, I have an exchange and an IMAP and they have deleted 3 times in the last 4 or so weeks since I got it. Once before the 2.0.1 update and twice since. I don't have either of the apps described above, so there must be more to it.
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dbbrow2
dbbrow2 7 months ago
I've had this same issue since I got my Moto Droid on opening day, 6 November. The first few times I even tried to setup the Corporate Account info (one Exchange 2003 and one POP) it would sync the Exchange mail and contacts but the Calendar didn't sink at all. After that it started syncing the Calendar but not completely, there's always been some appt's that are clearly on my laptop's Outlook calendar that aren't on the Droid, and I don't see anything special about those that don't sync up, they're just another appt like the ones that do. That makes the Droid very frustrating and builds lack of confidence as you now never know if you're 'open' on your calendar when you make an appt with someone if you're doing it from your phone vs the laptop / desktop.

Every one to three days with the V2.0 Android software I'd be greeted with the setup screen again when I went to check the Corporate Email or Calendar and I enter the info again. I think it has only done it once now since the V2.0.1 software came out on the OTA last week so I guess the problem could be considered 'improved' or I was just lucky that it has gone that many days before the next loss of memory.

I've called Verizon on this issue a couple of times and they always just pass the buck to Motorola so I've called them several times to complain (just having called them again a couple minutes ago). I've gone from the Tier 1 script readers to the Tier 2 and Tier 3 people with no one taking responsibility to fix it yet. Motorola swapped out my phone a couple weeks ago and I'd previous to that done the 'fix all' / 'three finger salute' by doing the reset to factory defaults. Neither has fixed t he problem.

For the more detailed OS version, I have the same as Trebacz above:
Kernel: 2.6.29-omap1-g0dd7e0b
android-build@apa26 #511
Build: ESD56

For applications, I don't have the Advanced Task Killer on mine. I'm thinking I had it early on and deleted it a few weeks ago. The phone has lost it's Corp Acct info more than the one time today since I deleted the Adv Task Killer. For Running services I have:

Google / GTalkService (I've never used this before that I know of, must be setup by default as it's part of Google's stuff?)

Android keyboard / Android keyboard (can't use the thing without this)

Corporate Calendar / EasService (all I want for Christmas is for my Corp Calendar to work well into the next year)

Bluetooth Share / BluetoothOppService & BluetoothPbapService

antivirus / AVService (seems to be the only thing not core to the phone's operation runnning?)
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Commguy
Commguy 7 months ago
I don't have a solution to your problem, but I know that an app called touchdown by nitrodesk is great. I've been using it for more than a year and it has everything, including push that I need and it never failed me. Maybe you could try that, although I don't think it has multiple account support, and it's $20, but worth it in my opinion.

The guy's at Nitrodesk responded to my questions (needed help setting it up) within 15 mins through email. If your interested, ask them and see what they say.

GL
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Commguy
Commguy 7 months ago
It turns out for email only there's an app called K9mail that's free and supports multiple in-boxes but not push.
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dbbrow2
dbbrow2 7 months ago
Yes, I had tried Touchdown early on after getting the Droid to see if that would resolve the issue and unfortunately it didn't so I took it off. As much as a pain in the ass as this one issue is it's much better on the first, and barely second, release, of the software than my POS iPhone was all through the V2.0 to V3.1 timeframe I had it. When and if I get a contact back from Motorola on this with something more substantial and meaningful than 'reset to factory defaults' / 'three finger salute', I'll post here with the answer.
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troysaxtongetty
troysaxtongetty 7 months ago
I was one of the original DROID reports of email accounts disappearing from the device, it happened a few days after the launch party.... I have posted it on Moto's site, Verizon and a few other places. It has NOTHING to do with Advanced Task Killer, I have tried 3 different MOTO DROID Phones, total stock phones with ZERO APPS installed. it takes 3-10 days, and you can count on it ZAPPING ALL of your email accounts. The only thing consistent in my configuration is my Exchange 2007 setup is the first account I load. I have 2 other Exchange accounts (EMAIL ONLY SETTINGS, no CONTACT Sync) 3 IMAP, MobileMe (IMAP) and YAHOO. I have added back just a few accounts and after a few days, GONE. We have 18,000+ employee's, we have easily half of that with iPhones, several of us also are "testing" ANDROID in our Engineering team. Due to this problem, Our company has issues a WE DO NOT SUPPORT ANDROID memo.... So the quick iPhone replacements are now halted, ANDROID is NOT an OPTION and I suspect won't be for a long while due to lack of identification and support of this problem. Verizon / Moto had the ability to take down a significant share of iPhone's at our company, NOW they are OFF LIMITS and all ORDERS have been cancelled. the 4500 Blackberries are going to be replaced with iPhones now. Really sucks for the folks in my engineering team who have supported ANDROID, btw, My G1 works great with TOUCHDOWN, MY DROID IS WHACKED!, my 32 3G/S is still the primary device and based on how long it is taking to fix this issue, I suspect iPhone is locked in pretty solidly now.... Bummer Verizon, you can't beat Apple and ATT if you use the OLD Verizon tactics of blaming Moto, or ignoring it, So stupid..... oh well, you learned the hard way on the iPhone, guess you will need that same kind of lesson here on ANDROID. from the Faithful, IT"S NOT A RELIABLE CORPORATE TOOL...

VERIZON, you are blowing it for us.......
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troysaxtongetty
troysaxtongetty 7 months ago
You would think the Verizon and Moto Product Managers would be looking in all the "usual" places for feedback on their products, as an engineering leader, I don't launch and run any product without watching it very closely and being out there to see what people are saying.... you can't ignore this... my story affects 18,000+ in our company, think how many other big companies technical decision makers are reading this, just a few and you are at 100,000+ handsets in a matter of days....does this make sense?

Address this issue.... if you need help fixing it you can call me anytime at 775-434-8769, more then willing to help.
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dbbrow2
dbbrow2 6 months ago
Just got my second replacement Droid from Motorola in the mail a couple days ago, activated this morning and trying again to 'fix' a problem I have no control over fixing myself, the problem of the the email account settings removing themselves. I'm just a single piss any user but hopefully others experiences like troysaxtongetty and the loss of 18,000 handsets and $150 - $180 a month each in lost revenue will be enough to get Verizon off their ass to tell Motorola and Google to fix their phone. And while they're at it, give us poor end user saps the ability to have a signature file and check the Corporate / Exchange / Outlook Calendar to fix the dropping / loss of sync on random calendar entries so I can have confidence that when I look at my calendar application to setup an appt with someone I'm not double booking because an entry / appt hasn't shown up on the Droid.
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danielwells
danielwells 6 months ago
Happened to me too with the corporate client.
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JonnyWhit
JonnyWhit 6 months ago
I've had the Droid for about a week now...everything working fine until this morning. No email. Powered down and restarted and it took BACK to the set-up menu. BRUTAL. So all email account info (and of course all previous activity/folders) deleted. This is VERY frustrating. I was an old hold-out with the B-Berry 7130 for like 4 yrs until finally making the jump to the Droid. Any idea if this issue is being addressed? Any news on whether or not Verizon is even aware of this issue?

And, to reiterate on an earlier comment here - is there no way to get a sig file inserted for all outgoing emails?? Ridiculous actually. Please advise/help with any updates here. Thanks!

Jon
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dbbrow2
dbbrow2 6 months ago
Jon,
Each time I've contacted Verizon support, who will send you off to Motorola Droid support (passing the buck) the answer is always 'other people's phone are working so it has to be your phone' (implied, it's not our problem / no problem with the software). I've pointed out that I'm not the only one who's seeing this issue and maybe those that aren't seeing the issue only have Google mail accounts setup and no Outlook / Exchange. The response is always the same, no issues. I'm waiting for my 'second replacement' Droid to lose its settings once again and call in again to bitch about it. As for losing the mail, since my two 'corporate' accounts on the Droid are one POP and one Exchange, I never really 'lose' any mail, calendar or contact information as all my Exchange based info comes back to the Droid after the next time I reenter the setup information and for my POP account, it just downloads to my laptop anyway. It's a real pain in the ass and waste of time but fortunately I haven't lost any information over it.

Call in and bitch like me, that's the only way they'll get off their ass and fix it is if enough people complain.

As far as a signature file, no, you can't do it. I haven't read any updates as to if and when a future (>2.0.1) release will have that capability.
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JonnyWhit
JonnyWhit 6 months ago
Thank for your note dbbrow2. I actually gave up and turned in my Droid today - exchanged it for a BlackBerry Storm. Not nearly as cool as all the things the Droid had to offer, but i just could handle the complete debacle that was the email piece...every time the battery died or i powered it down, the email account settings were deleted. So again, i would have to go back in and reset everything...then, 9 times out of 10, the reset would fail...just constantly spooling in the wizard looking for the connection to verify the email account. Horrible. Fortunately, i too have all this backed up through my corporate email system, but man, what a pain in the ass. They really need to address this issue or more like me will be abandoning ship. I mentioned it to the tech person today at the Verizon store and she said she hadn't heard of this problem. I find it hard to believe. They didn't ask me too may questions when i offered up the industry's most state-of-the-art smartphone for replacement...THe other thing that i just couldn't stand was the "pull" aspect of how it retrieved mail...as opposed to BBerry where mail is loaded to your mail app the moment it's sent to you. I would literally sit there for 20, 30, 60 secs waiting for an email to show up on the Droid. This was unacceptable as far as i'm concerned...I am hopeful they will get all this fixed. Once they do, maybe i'll be back, but until then, i guess i'll just have to do without all those cool bells and whistles...

Jon
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cervach
cervach 6 months ago
This issue is being discussed on the motorola forums and droid forums as well. I am experiencing it and it is infuriating. Google is the company we need to be notifying about it though, and so I started a thread on their Android device help forum, where they are notified of problems and actually try to fix them.

Help me notify google by either posting and venting on my thread, other threads, or creating your own. Let's get this fixed.

www.google.com­/support­/forum­/p­/Google­+Mo...
ad?tid=2858b6d72e2652bf&hl=en
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PKB
PKB 5 months ago
Have had this phone for 1 month and not had the email-dropping problem till this week
Happens once or twice a day and extremely frustrating. Given I've not seen any solution out there I am planning on returning the phone as none of the Droid's "cool features" are worth this lack of communication reliability.
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jimwyckoff
jimwyckoff 4 months ago
have a Droid and getting exchange mail on with no problem but when i delete the email on my droid it will delete it on exchange but i still have to empty trash on droid, is there a setting to delete and not send to trash on the droid where i dont have to delete from trash on the droid. also if i have to delete them on the droid is there a select all or empy trash option
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