When something is not working

The first sync on a big mailbox takes a while

The first pass over years of mail is real work and it takes time. While it is still running, opening a very old message the app has not fetched yet can sit there for a surprisingly long time with nothing to look at. Everything else in the app is instant, which is precisely why this feels broken when it is not.

Leave it running. It is a one-time cost, and once a message has been fetched it opens immediately for ever after.

A mailbox has stopped connecting

Almost always the password rather than the app. App passwords expire, get revoked, and occasionally stop working when a provider changes something. Remove the account and add it again with a fresh app password, which cures most cases in two minutes. Connecting your inbox has the steps per provider.

If your mail is on a company system, the other common cause is IMAP being switched off by an administrator. That one has to be turned on by them; nothing on your side will fix it.

A sequence has not sent

Check the gates in this order, because they are the answer nearly every time:

1. Is outreach paused?
2. Has the daily cap already been reached?
3. Is it inside the buyer’s working hours? Sends go out weekdays, in the buyer’s own country, not yours.
4. Has the buyer replied? A reply stops the whole sequence immediately, which is the product working rather than failing.

In flight shows each buyer’s next step and when it is due, so it is the fastest place to see which of those it is.

An update has not arrived

OleaDesk downloads updates quietly, then waits: the new version takes over the next time you restart the app. Closing the window is not the same as quitting, because it keeps running in the tray. Quit it properly from there and start it again.

Something looks wrong and you cannot tell why

Settings has a Get help box. Write as much as you want about what you were trying to do and what happened instead, put in an email address for the reply, and press Ask for help. It sends us the diagnostics with your message attached, so you do not have to diagnose anything yourself.

The diagnostics are technical logs about what the app did, not your mail. And you never have to report a crash: OleaDesk reports its own faults automatically. That box is for when you want an answer, which is a different thing.

Nothing here matches

Then write to us anyway, and say what you were doing, what you expected, and what happened instead. Those three sentences are usually enough to find it, and there is no ticket queue standing between you and somebody who knows the answer.