Unread Marks Keep Disappearing

HCL Domino Domino Forum
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I have 1 user who’s unread marks keep disappearing but not to all new mail. She receives quite a lot of email so this is a big issue. The user also ‘cherry picks’ which email they will open, so some emails remain unread while others get opened.

We have done everything I & IBM/Lotus support can think of to fix this issue:

  • Deleted user cache settings on client machine

  • Deleted user’s bookmarks DB.

  • upgraded client from 6.5.4 to 7.0.1 & back to 6.5.4

  • Moved user to a new PC with fewer applications

  • Reinstalled notes client completely

  • Changed design of her Notes DB from iNotes 6 to Standard Notes 6

  • Created a new email DB

  • Created a new user.id file

  • Created a new person document in the domain address book

  • Stopped cluster replication on the notes mail DB

  • Moved user’s email DB from primary cluster member to backup and back to primary. Stopped replication from other replicas to the mail DB in use.

  • Checked our BES server to see if it was hitting the user’s DB. She does not have a Blackberry but we use them in the organization.

  • Stopped user from using the preview pane

User’s Habits:

  • She uses double-right click to close views

  • Uses the colours in the notes mail preferences to identify email sources

  • Often uses return receipts to verify the reading of her emails

  • Switches often between the Sent & Inbox views of he mail DB

  • Very heavy keyboard user. For example ‘Alt-Tab’ to switch between apps, ‘Shift-Insert’ to paste.

  • Uses preview pane only to look at suspected SPAM in case of virus. Not sure why she does this but I don’t want to excluded anything.

Any help on this issue would be great!

Regards,

Wade :frowning:

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Subject: Unread Marks Keep Disappearing

all I can think of off hand if Shift-Insert, Insert by itself will toggle the unread marks so perhaps she is unintentionally pressing only the Insert key. Can you teach her to use Ctrl-V to paste?

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Subject: RE: Unread Marks Keep Disappearing

Hi,

Thanks for the reply but we’ve put a keylogger on her system and she’s not pressing INSERT in association with the problem. Not unless she’s pressing INSERT for another program and Notes is somehow sensing it. We log every keystroke & mouse-click directed at Notes.

Wade

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Subject: Unread Marks Keep Disappearing - Update

The problem seems to happen when she switches views. Although this maybe due to Notes refreshing the view.

Wade

5

Subject: The preview pane can be really small

Do you have File - Preferences - User Preferences - Basics ‘tab’ - Additional Options window - “Mark documents read when opened in the preview pane” (at the top) ticked? What this does is when you select the unread document, because it is viewed in the Preview Pane, it becomes read (black). Now the preview pane can be very difficult to see if it is open - just one line of pixels counts, and that is indistinguishable from not being open.

I reckon your user doesn’t close the preview pane completely, and then when she selects an unread document, it is un-noticeably presented in the preview pane, and marked as read.

Well, that’s my theory.

Tim