Troubleshoot: Attachment problems or issues -- send us logs

Before contacting support, it is important that you follow these three steps and provide the following information:

Version and build of the program you are on
Brief problem description
Steps to reproduce the issue and if it is intermittent or happens every time
Screenshots of mail server settings and any rule or settings or error pop-up/messages that applies
PRO Sever - uninstall the service: Uninstall the service and try to reproduce the issue via a Connect and Download
Verbose log files zipped up as an attachment after you have enabled verbose logging and have reproduced the issue a few times

If you contact support without the above and following the steps below, we would typically respond asking for the same. We realize this takes extra time but it goes a long ways to avoid some back and forth and support delays. Once you have completed these three steps, you can contact support by sending an email with required information (repro steps, screenshot and logs) to support@gearmage.com.

Step-1: Upgrade first to the latest build (version stays the same)

We constantly release new builds even though the version may still say the same (eg. v3.x). Before contacting support, it is important to update to the latest build. When sending an email to support, it is important to tell us which version and build you are on.

PRO Server: Uninstall the service from inside the program first BEFORE the upgrade.
UPGRADE INSTRUCTIONS: Instructions on how to get the latest build: https://gearmage.zohodesk.com/portal/en/kb/articles/latest-pro-client-and-pro-server-builds-how-to-get-them

How do I check which build I am on?

To check the build you currently have, hover the mouse over the main title text (i.e. "Mail Attachment Downloader") in the main program window and you should see a popup with the version eg. 3.x and the build 3.x.1015.0 (1015 is the build).

Step-2: Troubleshoot to make sure this isn't a config issue -- use Rule Tracing

Rule tracing gives you a birds eye view of what happened when a rule ran and why the program may not be processing attachments. If you want the rule to run for emails without attachments, you must check the "Save as .eml" checkbox in the rule.

Use rule tracing first: https://gearmage.com/blog/why-did-my-rule-not-download-the-attachment-or-email/
PRO Server? You cannot use rule tracing when running as a service. We recommend that you uninstall the service first. If this is a service related issue, see common config issues below. You will need to uninstall and re-install the service first.
Once you have enabled rule tracing, you will need to reproduce the issue through a normal connect and download to then use rule tracing.

Common Service config issues
The most common mistake is to not uninstall and re-install the service from inside the program's service tab after making a configuration update! 
You must uninstall the service and re-install the service when a config change is made in the program. Otherwise the service will be running with the older configuration.

Config issue - Rule Tracing
When using global rules, we HIGHLY recommend that you try to enable Rule Tracing and troubleshoot emails or attachments IMPORTANT: You MUST have the latest build for this to work.
Enable Rule Tracing checkbox in the Global Filters tab 
Uninstall the service first from inside the program's service tab if you have it installed.
Setup the configuration so you can narrow it down to just the email or attachment you want to download. For example, set a start date in the Search tab or a date greater than filter in your Global rule to 1 day before the problematic email. Make sure that Search tab has Search in All mail checked. 
Once the download completes, click the Search magnifier icon next to the Rule Tracing checkbox in the Global filters tab. Then scroll to the specific email in question on the left pane and select it. Understand what is happening on the right side, it should show you all the email parts and/or attachments in the email before any rules were run and it should also show you why a specific email rule did or did not match.

Step-3: Attach verbose logs in the email to support after reproducing the issue a few times

Send us current logs BEFORE you reproduce the issue:

Zip up the following directories (if present):

%winDir%\Temp\MailAttachmentDownloaderService
%winDir%\Temp\MailAttachmentDownloader
%localAppData%\Temp\MailAttachmentDownloader

Reproduce the issue a few times:

Uninstall the service (if you are on PRO Server and have the service installed) if you have it running first as we will try to reproduce this through a normal connect and download
In Options tab, unselect "Use multiple connections" checkbox
Check the verbose logging checkbox in the Logs tab within the program
Reproduce the issue at-least 2-3 times (eg. run through a connect/download and reproduce the issue a few times)
Quit the program after reproducing the issue so that the logs are written to disk.

IMPORTANT: Identify the email, subject and timestamp of the affected email and provide additional details like the rule name along with the issue.

Send us the logs AFTER reproducing the issue:

Open the client logs folder by clicking the Client Logs button in the Logs tab. Check to make sure the logs have captured either the filename or the issue that's in question (search within the log file).
Zip up the client logs folder (or if it's too large, sort the folder by last modified, and then pick the top 10 or so and zip them up). Email the zip file as an attachment to support@gearmage.com or reply to the existing support email thread where this was requested.
Zip up the following directories (if present):

%winDir%\Temp\MailAttachmentDownloaderService
%winDir%\Temp\MailAttachmentDownloader
%localAppData%\Temp\MailAttachmentDownloader

Logs too large? Share via a shared drive.

Please share the logs via a shared cloud drive if they are too large to share via email. Please email the zipped logs AND the FILENAME or Email Subject and date of the email to support@gearmage.com.