I can't see emails older than a month in webmail

[#1]

Assisting a client with Shaw webmail issues and she is unable to view emails that are older than a month in her webmail on her laptop but on her older desktop it works fine. Tried clearing browser history but that didn't resolve the issue.

[shaw-tamara]

Hi  

That's a very odd one. Just to clarify, when you say she can't view them, does that mean she can't scroll down in the inbox to see the older emails? Or that when she tries to open them nothing happens? 

[#3]

So the emails exist, she can scroll to the bottom and see older emails on another computer. But on her laptop when she scrolls down it will only show emails from about a month ago (January 4th was the oldest one she could see today when she showed me).

Its not that they are there and she just cant open them, its that they aren't there or cant be seen when they should be.

[shaw-tamara]

Thanks! This sounds like it might be an issue with the laptop itself. Do you know if she's tried testing it in another browser? 

[#5]

I believe so yes. I'm just following up with her now but I'm not sure if I'll get a reply right away. If the second browser doesn't work would you have another suggestion I could try?

[shaw-tony]

travis.carr  Is she using an email client on her desktop? Older emails may be cached on the client and not kept on webmail. It may also be a settings issue in the preferences. Are you able to tell me if the Sign In is set under "Advanced" similar to the image below?

[tamiandcraig]

Was this resolved.  I have the same problem.  Only a month showing on Webmail.  This also translates to the sync of my iphone as it is only one month as well....

[mdk]

@tamiandcraig -- please read a previous comment: 2019-02-12 07:13 AM

Since you are using two different computers to access your E-mail on Shaw's mail-server, there is a possibility that one of the computers is doing two things:

1. downloading a copy of all the messages, while leaving the messages on the mail-server;
2. at 30 days after downloading a specific message, it is removing the message from the mail-server.  The "30" is a configuration-option for your E-mail program.

Thus, when you use WebMail to "peek" at the messages still available on the mail-server, all you see is the non-deleted messages that were received in the last "30" days.

Note that if you delete any message from either "Inbox", and then also delete the message from the "Trash" folder, the message is also removed from Shaw's mail-server.

So, there is no "resolution", because that "30" rule is being applied.