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WAM - Troubleshooting

Absolutely nothing. We won’t help you diagnose your Windows installation or your hard drive, but we WILL help you with our software.

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Support is free at MaxEdge Software.

You can post on our Forum or Chat with us at this website.

You can also email us at support @ maxedge.com, and we’ll respond within 24 hours.

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These usually occurs when you’ve changed the installation folder on a Windows 7 or higher computer. Microsoft has altered which folders are “writable” or not. We follow their recommendations on installation locations based on their new layout. If you change the installation folder, you may have changed it to a folder that Windows doesn’t allow the program to access or write to.

If you are having errors, uninstall WAM, and reinstall using the default installation folder or at least make sure you’re installing to a folder that WAM can write to. Your data file should remain intact.

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Sometimes there are folders that you see while you are in webmail that don’t show up in WAM when you go to download messages. These “special folders” are for specific uses such as Drafts, Archive, Sent, Important (other custom names). They are usually created by your email provider and often can’t be deleted. They are different than the folders you can create, delete, and move around.

WAM should still be able to see these “special folders”, but occasionally the email provider will make them “invisible” when communicating to their server. If you’d like to download messages in any special folders that you don’t see, just create new folders in webmail. You can then transfer the messages to the new folder. WAM will be able to see this new folder.

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When you try to delete a folder in “View Messages”, the program requires that it be empty of messages and other folders. If it’s not, it will not allow you to delete it. You simply need to start at the “lowest” folder, remove the emails by moving them or deleting, then move or remove that folder.

This is because if you delete a folder with messages or other folders in it, the program has to decide what to do with those messages and folders. It’s best if you explicitly decide where they should go rather than WAM deciding where to move them.

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You can reorganize the folders and where emails are stored while you are viewing the emails that you’ve downloaded. However, when you go to download new emails, WAM will read the folders as they are in your webmail (at your email providers server). All you have to do is download them, and you can move them once they are in WAM.

If you don’t want to have to move your emails or folders after downloading, just change the way you have it organized in your webmail to match the way you have it in WAM. Then they will download to the same folders.

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When you highlight a part of a message or maybe an email address, and you want to copy or cut so you can paste it in another application, simply use the shortcut keys.

  • Copy = Press the <Ctrl> key and hold, then press the letter “c”
  • Cut = Press the <Ctrl> key and hold, then press the letter “x”
  • Paste = Press the <Ctrl> key and hold, then press the letter “v”

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Gmail has a special folder called “All Mail”. It’s a virtual folder (not real) that has…well, all your emails in it.

The problem is if you select that folder to download, then ALL your emails get downloaded into that folder. When WAM comes across those same emails in the other folders (the folders the emails actually are located), it doesn’t download them because it already has.

So, don’t select the “All Mail” folder when downloading from Gmail. Of course, it’s entirely up to you, but I wouldn’t download Trash or Junk either. 🙂

You can see the FAQ on “What are special folders” for more information.

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If you use Gmail, then this is an issue that will affect you. It’s not really a big deal, but one of those annoyances that we sometimes have to deal with. Google has come up with their own authentication process. It adds additional security when you log into your Google or Gmail account. Unfortunately, they categorize any app not using THEIR process as “less secure”.

Your password is encrypted in WAM. The connection to Gmail is also encrypted with the latest, most secure protocols. Fortunately, there’s a way to set your account to allow “less secure apps” access. Remember, access is still very secure even if it’s “less” secure. If you are concerned, you can always switch it back after you’ve downloaded your emails.

Here are the step by step instructions:

  1. Sign in to your Gmail account at www.gmail.com
  2. There’s a “gear” icon in the upper right corner of the window, click the down arrow.
  3. Select “Settings” from the drop down list.
  4. Find the “Accounts and Import” tab and click on it.
  5. The first item in the list is “Change account settings:”
  6. Click on the link “Other Google Account Settings.”
  7. A new browser window or a new tab will open, this is your Google account.
  8. In the left window labeled “Sign-in & security”, click the third link down “Connected apps & sites.”
  9. In the main window, look down to the last entry called “Allow less secure apps:”, it is probably “Off”. Turn it “On” by clicking the slide bar.
  10. Close this browser window or tab.
  11. Sign out of Gmail.

Instructional Video

That’s it! You’re all set, and the test connection from WAM will work now. You will probably get an email telling you what you’ve done. Follow the same steps if you want to turn it back off.

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Sometimes WAM encounters a message that it has trouble breaking into its different parts. Since it’s not just “dumping” everything into a visual message like on webmail or in an email client, it won’t process that message. This error is because the message is not formatted correctly. These are almost always spam emails or incorrectly configured bulk senders. Skipping them is not usually a problem, but to be sure, they are left on your webmail email account. If you remove the messages you’ve downloaded, you’ll see these messages as left in your account, and you can review them to see what the problem might be.

If you feel a legitimate message is being reported as an error, please, feel free to forward the message to support @ maxedge.com so we can evaluate it to see why that particular email is causing an error.

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