Unable to access mailstore archive

For many years I have been using the Mailstore system and I have always been very happy with it.

A couple of days ago I opened Mailstore to check some item.

However I received the following message: mailstore home database fout opgetreden. Code: 335544382
I can no longer access mailstore.

Looking forward to a solution for my problem.

Hi @Vochten,
Hallo Jan,
Welcome to the MailStore Home Community forum.

To start with - I don’t know what the error Code 335544382 means…
But I have some more tricks up my sleeve…:grinning:
A list of questions:

  1. OS and version. Any recent updates installed?
  2. MSH version. Default installation?.
    3.AV software and version.
    4,Have you excluded the archive being scanned in the settings of the AV app?
    5…Do you sync the archive with a cloud backup service?
    6 Have you made a recent backup of the archive? What did you use and Where is it stored?

If you have a default installation- the shortcuts to MSH are in your Start menu.
There you will also a shortcut named MailStore Home - Configuration
Please click on that shortcut and you’ll get something like this:
MSH-Config-NL

  1. Click the dropdown arrow and choose as indicated (Debug) and then start the process.
    A Debug log file will be created in C:\ProgramData\MailStore Home Debug Log.
    Open the.log file in a text editor and post it here.
    If it contains personal info -you can partially obscure this, but leave the errors legible…

The file shouldn’t be too large to post here.
Possibly some of the .fdb fles may be damaged (or missing- we’ll see…)
Hence the question about recent backup…

We’ll know more from the .log file…

Peter.E.

Hello Peter,

Many thanks for your quick and clear answer. It is highly appreciated.

I tried to answer your questions in this mail. I am not a computer specialist at all, just a regular user. So apologies for wrongly understood questions and incomplete answers.

  1.   OS system is Windows 10 Home. Version 1909
    
  2.   Updates: yes, there has been a Windows update on 12/05, KB 4556799 and also KB 4549951
    
  3.   AV software is Norton Antivirus, daily updates
    
  4.   The archive has not actively been excluded by me. It has always functioned I did not change anything and received no warning from Norton.
    
  5.   I have no cloud copy of the archive
    
  6.   I have a reasonably recent back-up of the archive, at the end of April. Since then I have not tried to make a copy of my e-mails on Mailstore home. This back-up is stored on an external hard disk, that is not connected to my pc or the internet. In fact I already copied the fdb files which I think may be missing to the file on my pc containing the Mailstore Home. That did not make any difference.
    

If I open my mailstore, I get the following message:

Onmogelijk om de masterdatabase in C:\Users\beheerder\Documents\MailStore Home te openen. Er is een databasefout opgetreden. Code: 335544382. Details: Could not find acceptable ICU library

Then I can continue I get access to the following information:

$MailStoreDebugLog/2.0

            Product Name:        MailStore Home

            Product Version:     11.2.1.14113

            App Build Date:      2019-01-14

            App Copyright:       Copyright (c) 2005-2019 MailStore Software GmbH

            App Description:

            App Dir:             C:\Program Files (x86)\MailStore\MailStore Home

            App File Name:       C:\Program Files (x86)\MailStore\MailStore Home\MailStoreHome.exe

            App Title:           MailStore

            Operating System:    Windows 10 Home x64

            OS Bitness:          x64

            Process Bitness:     x86

            Is Mono:             False

            Is Windows:          True

            .NET 4 Release Key:  528040

            .NET CLR Version:    4.0.30319.42000

            Proc Culture:        nl-BE

            Proc UI Culture:     nl-NL

            Machine Name:        DESKTOP-V59I470

            User Domain Name:    DESKTOP-V59I470

            User Name:           beheerder

22:42:27.195 [11] INFO: Opening existing archive at C:\Users\beheerder\Documents\MailStore Home…

22:42:27.211 [11] INFO: Checking if the archive directory exists…

22:42:27.211 [11] INFO: Acquiring exclusive access to the archive via ‘MailStore.lock’…

22:42:27.211 [11] INFO: Checking if the archive descriptor file ‘MailStore.xml’ exists…

22:42:27.211 [11] INFO: Reading the archive descriptor file ‘MailStore.xml’…

22:42:27.211 [11] INFO: Checking version…

22:42:27.211 [11] INFO: Unique ID is ‘5c3feb48-28be-49b8-95a6-b0b932c79535’.

22:42:27.211 [11] INFO: Initializing MailStoreMaster.key.

22:42:27.233 [11] INFO: Windows Event Log: Writing of key file: C:\Users\beheerder\Documents\MailStore Home\MailStoreMaster.key successfully written.

22:42:27.349 [11] INFO: Closing archive…

22:42:27.349 [11] INFO: Closing all open file groups…

22:42:27.349 [11] INFO: Closing ‘MailStore.lock’…

22:42:27.349 [11] INFO: The archive has been closed.

22:42:27.349 [11] INFO: Lockfile C:\Users\beheerder\Documents\MailStore Home\MailStore.lock deleted.

22:42:27.349 [11] EXCEPTION: MailStore_.Open

            FirebirdSql.Data.FirebirdClient.FbException: Could not find acceptable ICU library

               bij FirebirdSql.Data.FirebirdClient.FbConnectionInternal.Connect()

               bij FirebirdSql.Data.FirebirdClient.FbConnection.Open()

               bij MailStore.Storage.FirebirdEmbedded.FirebirdEmbeddedDatabase.#cRl(String #vP)

               bij MailStore.Storage.MailStore_.#3tf(String #vP, ProductType #h4e, #kVe #Tcg, Func`1 #Q2l, Action`1 #Wdn, Func`1 #Xdn, Byte[] #p1l, String #Tbf, Boolean #aGn, Boolean #Ucg)

           

            *** Inner Exception ***

            FirebirdSql.Data.Common.IscException: Could not find acceptable ICU library

               bij FirebirdSql.Data.Client.Native.FesDatabase.ProcessStatusVector(IntPtr[] statusVector)

               bij FirebirdSql.Data.Client.Native.FesDatabase.Attach(DatabaseParameterBuffer dpb, String dataSource, Int32 port, String database)

               bij FirebirdSql.Data.FirebirdClient.FbConnectionInternal.Connect()

22:42:27.349 [1] EXCEPTION: HomeApplication.CreateOrOpenDatabase

            System.Exception: Onmogelijk om de masterdatabase in C:\Users\beheerder\Documents\MailStore Home te openen. Er is een databasefout opgetreden. Code: 335544382. Details: Could not find acceptable ICU library

               bij #D0c.#Kqm.#Hqm(Int32 #Iqm, Action #Jqm)

               bij MailStore.Home.HomeApplication.#Q0c(String #d4, #vGk #H8f, Byte[]& #p1l, Boolean #Trm)

               bij MailStore.Home.HomeApplication.#L0c(#vGk #H8f, Byte[]& #p1l)

           

            *** Preserved Stack Trace ***

               bij MailStore.Storage.MailStore_.#3tf(String #vP, ProductType #h4e, #kVe #Tcg, Func`1 #Q2l, Action`1 #Wdn, Func`1 #Xdn, Byte[] #p1l, String #Tbf, Boolean #aGn, Boolean #Ucg)

               bij MailStore.Home.HomeApplication.#1zl.#Urm()

               bij #D0c.#Kqm.#PKl.#Nqm()

           

            *** Inner Exception ***

            FirebirdSql.Data.FirebirdClient.FbException: Could not find acceptable ICU library

               bij FirebirdSql.Data.FirebirdClient.FbConnectionInternal.Connect()

               bij FirebirdSql.Data.FirebirdClient.FbConnection.Open()

               bij MailStore.Storage.FirebirdEmbedded.FirebirdEmbeddedDatabase.#cRl(String #vP)

               bij MailStore.Storage.MailStore_.#3tf(String #vP, ProductType #h4e, #kVe #Tcg, Func`1 #Q2l, Action`1 #Wdn, Func`1 #Xdn, Byte[] #p1l, String #Tbf, Boolean #aGn, Boolean #Ucg)

           

            *** Preserved Stack Trace ***

               bij FirebirdSql.Data.FirebirdClient.FbConnectionInternal.Connect()

               bij FirebirdSql.Data.FirebirdClient.FbConnection.Open()

               bij MailStore.Storage.FirebirdEmbedded.FirebirdEmbeddedDatabase.#cRl(String #vP)

               bij MailStore.Storage.MailStore_.#3tf(String #vP, ProductType #h4e, #kVe #Tcg, Func`1 #Q2l, Action`1 #Wdn, Func`1 #Xdn, Byte[] #p1l, String #Tbf, Boolean #aGn, Boolean #Ucg)

           

            *** Inner Exception ***

            FirebirdSql.Data.Common.IscException: Could not find acceptable ICU library

               bij FirebirdSql.Data.Client.Native.FesDatabase.ProcessStatusVector(IntPtr[] statusVector)

               bij FirebirdSql.Data.Client.Native.FesDatabase.Attach(DatabaseParameterBuffer dpb, String dataSource, Int32 port, String database)

               bij FirebirdSql.Data.FirebirdClient.FbConnectionInternal.Connect()

           

            *** Preserved Stack Trace ***

               bij FirebirdSql.Data.Client.Native.FesDatabase.ProcessStatusVector(IntPtr[] statusVector)

               bij FirebirdSql.Data.Client.Native.FesDatabase.Attach(DatabaseParameterBuffer dpb, String dataSource, Int32 port, String database)

               bij FirebirdSql.Data.FirebirdClient.FbConnectionInternal.Connect()

22:42:27.349 [1] EXCEPTION: Caller of MessageDlg.Exception

            System.Exception: Onmogelijk om de masterdatabase in C:\Users\beheerder\Documents\MailStore Home te openen. Er is een databasefout opgetreden. Code: 335544382. Details: Could not find acceptable ICU library

               bij #D0c.#Kqm.#Hqm(Int32 #Iqm, Action #Jqm)

               bij MailStore.Home.HomeApplication.#Q0c(String #d4, #vGk #H8f, Byte[]& #p1l, Boolean #Trm)

               bij MailStore.Home.HomeApplication.#L0c(#vGk #H8f, Byte[]& #p1l)

           

            *** Preserved Stack Trace ***

               bij MailStore.Storage.MailStore_.#3tf(String #vP, ProductType #h4e, #kVe #Tcg, Func`1 #Q2l, Action`1 #Wdn, Func`1 #Xdn, Byte[] #p1l, String #Tbf, Boolean #aGn, Boolean #Ucg)

               bij MailStore.Home.HomeApplication.#1zl.#Urm()

               bij #D0c.#Kqm.#PKl.#Nqm()

           

            *** Inner Exception ***

            FirebirdSql.Data.FirebirdClient.FbException: Could not find acceptable ICU library

               bij FirebirdSql.Data.FirebirdClient.FbConnectionInternal.Connect()

               bij FirebirdSql.Data.FirebirdClient.FbConnection.Open()

               bij MailStore.Storage.FirebirdEmbedded.FirebirdEmbeddedDatabase.#cRl(String #vP)

               bij MailStore.Storage.MailStore_.#3tf(String #vP, ProductType #h4e, #kVe #Tcg, Func`1 #Q2l, Action`1 #Wdn, Func`1 #Xdn, Byte[] #p1l, String #Tbf, Boolean #aGn, Boolean #Ucg)

           

            *** Preserved Stack Trace ***

               bij FirebirdSql.Data.FirebirdClient.FbConnectionInternal.Connect()

               bij FirebirdSql.Data.FirebirdClient.FbConnection.Open()

               bij MailStore.Storage.FirebirdEmbedded.FirebirdEmbeddedDatabase.#cRl(String #vP)

               bij MailStore.Storage.MailStore_.#3tf(String #vP, ProductType #h4e, #kVe #Tcg, Func`1 #Q2l, Action`1 #Wdn, Func`1 #Xdn, Byte[] #p1l, String #Tbf, Boolean #aGn, Boolean #Ucg)

           

            *** Inner Exception ***

            FirebirdSql.Data.Common.IscException: Could not find acceptable ICU library

               bij FirebirdSql.Data.Client.Native.FesDatabase.ProcessStatusVector(IntPtr[] statusVector)

               bij FirebirdSql.Data.Client.Native.FesDatabase.Attach(DatabaseParameterBuffer dpb, String dataSource, Int32 port, String database)

               bij FirebirdSql.Data.FirebirdClient.FbConnectionInternal.Connect()

           

            *** Preserved Stack Trace ***

               bij FirebirdSql.Data.Client.Native.FesDatabase.ProcessStatusVector(IntPtr[] statusVector)

               bij FirebirdSql.Data.Client.Native.FesDatabase.Attach(DatabaseParameterBuffer dpb, String dataSource, Int32 port, String database)

               bij FirebirdSql.Data.FirebirdClient.FbConnectionInternal.Connect()

Hello Jan,

Thanks for your appreciation and feedback en detailed description
and answers and posting the log file.

Well, you did what you could.I’m not a computer specialist either,but over the years I picked up a few
things to make things a bit easier for me.

OK - The bad news - I don’t know how to repair the FirebirdSql database and subsequent access to your mail since I don’t yet know what caused the damage or corruption.Be it Ms Updates
or previous interference by Norton,
(Barring help from a MailStore employee)
I’m out of my league with FirebirdSql…

Let’s deal with a few things next: I’'ll follow your post as I go along…
You may have noticed that in your reply and copied text some lines have a horizontal scrollbar,
which makes it harder to read.
To avoid that use a hard return (Enter) when you reach the end of the allotted writing space.
For copied text from a text editor - use wordwrap in the editor to match allotted space in your post .

Not sure about KB 4556799 - That seemed to have been a troublesome one for many people,
but I couldn’t detect issues that would interfere with MSH or Firebird Sql.
KB 4549951 was a bit more benign - but also gave trouble for some…
Reference:

KB4556799 troublesome
https://support.microsoft.com/en-us/help/4556799/windows-10-update-kb4556799
https://support.microsoft.com/nl-nl/help/4556799/windows-10-update-kb4556799 half vertaald

https://support.microsoft.com/en-us/help/4549951/windows-10-update-kb4549951
https://support.microsoft.com/nl-nl/help/4549951/windows-10-update-kb4549951 goed vertaald

While that has been your experience, you’re still advised to set exceptions (exclusions)
for scanning the archive.
Warnings from Norton depend on your settings in Norton at what threat level you want to be notified.
AV apps are notorious for interfering - besides that, my advice comes from personal experience
as well as from recommendations in MSH Help section - under Installation.
https://help.mailstore.com/en/home/MailStore_Home_Help
https://help.mailstore.com/en/home/Installation

The first part is good. Although you didn’t mention what you used creating the backup,
Did you use 1. the built-in utility in MSH or 2.another program - or 3. simply copied the archive folder in your Documents ? Hopefully when MSH was closed for instances 2 and 3
The last part is questionable…:
"“In fact I already copied the fdb files which I think may be missing to the file on my pc containing the Mailstore Home.”
They are either missing or they’re not…I’ts not thinking but knowing if that’s the case…
In general it’s not a good idea to run ahead before you have confirmation to do wat you did.
My comment was this

That wasn’t advice to go ahead and start copying and replacing files… It was just a temporary guess on my part.
Did you explore the backup and do a comparison of the contents in both folders?
The backup folder and the MSH folder in your Documents?

  • I noticed that you’re still on an older version…
    your version 11.2.1.14113 ------ from 16-01-2019
    my version 12.1.1.14767-(build-date 06-02-2020)
    *Do you still have the setup file for that version? In case we need it?

I suppose that you never tested the backup ?
Not sure it will work with FirebirdSql not working.

We’ll wait a few days and see if a member of MailStore technical support
will pick up this post.
This forum is not officially supported, but they’re pretty good in helping out now and then…
Guess their absence is due to COVID-19…

Peter

Onmogelijk om de masterdatabase in C:\Users\beheerder\Documents\MailStore Home te openen. Er is een databasefout opgetreden. Code: 335544382. Details: Could not find acceptable ICU library

Sounds like as if something is broken with the program installation.
Please disable Norton AV temporarilly and install the latest version of MailStore Home.

Additionally exclude the archive directory from on-access scanning.