"cleaning filters" in Mail never finishes

[aka22]

Need to remove a filter in e-mail Settings. When I try to delete it, I get a message saying duplicate filters first need to be removed. I click the OK button and the gear above starts turning, indicating it's in progress, but it never finishes. Left it like that twice for over a half hour. It just times out and never finishes. I am unable to add to, delete, or edit any of the filters. Completely stuck.

[Anthony_VZ]

Sorry to hear about the troubles removing the filters. It may have been a temporary problem with the site. Are you still experiencing troubles with the site? Reply back if you still need our assistance.

[PATDIS]

I am having the exact same issue as the original poster.  I am trying to delete some unused folders but it says I need to delete the filter.  When I try to delete the filter, It says there are duplicate filters and then it says it is "cleaning filters" but it just eventually times out.  Any suggestions?

[Anthony_VZ]

I am sorry to hear about the email trouble you are having with "Cleaning Filters". Are you performing this action on our email website or using an email program on your computer?

[TonyaD_VZ]

We have not received a response in reference to your issue. Please repost if you are still experiencing a problem.

Tonya D.

[JDoe5]

I will emphatically state that this issue is not a temporary one and I have spent time with Verizon support who have kept on insisting to remote-into my PC and can't get past that point.  I will NEVER allow that.

Over the years I have managed my parents email account and have over a dozen email filters (rules) such as...

If From Contains Viagra delete    

I have been able to manipulate email filters (rules) for years, that is until now 

I wanted to add a new rule (filter) but I got the following...

So I choose "Yes" and the function proceeds...

The above will continue to show the circling arrows sprite rotating to the right of  "Cleaning  Filters..." until the webmail site eventually times-out from inactivity. 

The "Cleaning  Filters..." function NEVER completes.

Thus I am completely unable to;  add, edit or delete filter rules.

I have tested this on Firefox v7 and IE8 on Windows XP as well as used Firefox v15.01 and IE9 on Windows Vista. 

All with equal results. The "Cleaning  Filters..." function NEVER completes.

That's two OS' and two different Browsers representing four different Browser versions.

The problem is Browser independent, OS independent and exists on the Webmail server and needs to be fixed on the webmail server.

I have told technical support there are two remedies.

1.  Fix the problem on the server(s)

2.  Reset the associated email account.  This will delete all email filters (rules) and other personal settings but will allow the addition of new rules (without duplicates) and other settings can subsequently be manually re-entered as well.

[JDoe5]

BUMP previous post

[KH-OrnEsh1]

Please check your Private Message Inbox.; It should look like this --

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@DLipman wrote:

BUMP previous post

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[JDoe5]

9/16:  Total ~40 mins.
I contacted Verizon support in reference to this thread’s subject matter.  After waiting to ~20 mins., I finally got an agent.  I tried to explain the problem and the agent kept on giving me instructions on how to load Webmail.  I told the agent I was already in Webmail and the problem was in the email filters.  The agent kept insisting on instructing me how to enter into the Webmail site.  It finally dawned on her that I was in the web site and gave me instructions on how to access the email filter rules.  I told her I was already there.  I explained the above related problem and insisted everything in Webmail was working except the “Cleaning Filters” function never completed.  She then began to insist that she be able to remote-in to my computer.  I told here I had tested it under Internet Explorer and Firefox and I was not allowing her to remote-in.  She put me on hold and when she returned she told me her manager told her that if I refused to allow her to remote-into my PC then Verizon support would not be able to help me.  I told her that’s fine.  I would call another day and talk to another Verizon agent and seek satisfaction.

9/17:  Total ~45 mins.
I again contacted Verizon support in reference to this thread’s subject matter.  After a short wait, I got an agent.  I had to start the whole process of explaining the problem all over again.  However they said I was in the wrong support group and they would transfer me.  I got a new agent and again I had to start the whole process of explaining the problem all over again.  However I started with an new tact and started by stating “before you start asking me to remote-into my computer, please note that I had tested the problem I was about to relate using Firefox v7 and Internet Explorer v8 on a Windows XP desktop as well as testing the problem using Firefox v15.01 and Internet Explorer v9 on Windows Vista”.  I then related the whole problem all over again.  This time I seemed to have hit a bright-spot and the agent was very receptive.  He thanked me for all the pretesting and giving him a precise explanation of the problem.  He said he would forward the related problem to a group that would best handle it.  He told me that Verizon would call me back.  I told him the situation where the account holder was an octogenarian and does not comprehend the subject matter and Verizon needed to call me.  He obtained my contact information\ which ended the conversation.

9/20:  1634 hrs.
I received a call from Verizon but was not at home.  They did not leave a v-mail message.  "VERIZON" was noted on CallerID and in my FiOS “call log”.

9/20:  1639 hrs.
I received a call from my father, the associated account holder whose email account is in question, indicating Verizon called.  I needed to call Verizon back.  

9/20:  1745 hrs.  ~45 mins.
I contacted Verizon support in reference to this thread’s subject matter and the fact I was returning a missed call.  I had to start the whole process of explaining the problem all over again.  I would talk to the agent, the agent put me on hold whiles the agent spoke to a third party, then the agent would get back online and ask me a question and would put me back on hold whiles the agent spoke to the third party, then the agent would get back online ask me another question and would then put me back on hold whiles the agent again spoke to the third party.  This back and forth speaking with the agent who spoke to a 3rd party would cycle back and forth over and over again.  Eventually the agent said she would call me back.

9/20:  1959 hrs.  ~45 mins.
The Verizon agent whom I had spoken with earlier in the day called me back as she had promised. I would talk to the agent, the agent put me on hold whiles the agent spoke to a third party, then the agent would get back online and ask me a question and would put me back on hold whiles the agent spoke to the third party again, then the agent would get back online ask me another question and would then put me back on hold whiles the agent again spoke to the third party.  This back and forth repeated a few times but now indicating Verizon was creating a support ticket.  I was told the email of the account in question would receive an email with information and the ticket number.  I would also get a call back within 48 hours.  I asked her would the account in question receive a call back or would I and explained that I was acting on behalf of an octogenarian parent who doesn’t comprehend the subject matter.  I gave her my contact information.  No email or call back was received.  

9/26:  1200 hrs.  ~56 mins.
I again contacted Verizon support in reference to this thread’s subject matter.  After a short wait, I got an agent.  I told her I have an open support ticket.  She asked me what it was related to.  I gave her a brief intro to the subject matter and gave her the ticket.  She put me on hold.  When she returned she indicated Verizon closed the ticket.  I asked why.  She indicated Verizon called and no one answered so they closed the ticket.  I complained that a promised email was never received and neither was the phone call.   I would talk to the agent, the agent put me on hold whiles the agent spoke to a third party, then the agent would get back online and ask me a question and would put me back on hold whiles the agent spoke to the third party again, then the agent would get back online ask me another question and would then put me back on hold whiles the agent again spoke to the third party.  This back and forth repeated a few times but now she was telling me Verizon would open a new ticket.  She asked if I wanted a call back or if I was willing to stay online as she needs “authorization” for a new ticket to be created.  It took at least an additional 20 minutes to get authorization to create that ticket.  I was again promised an email message with information and the ticket number and get a call back within 48 hours.  She even asked for my email address and my phone number.  Needless to say neither email account got a Verizon related email message at the time of this posting, 2022hrs on 9/26.

[ElizabethS]

Hi Dlipman

Sorry you are having difficulty, an agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information to help you resolve your issue.

[JDoe5]

9/27:  1621 hrs ~24mins.

Received a call from a Verizon support agent indicating some group had looked into the problem.  They had indicated they had no problem accessing the Email settings --> filters.  So I performed a test by attempting to delete a filter rule while I was on the phone with the Verizon support agent.  Nothing had changed, status remained unresolved.  The sprite of rotaing arrows kept circling to the right of the "Cleaning  Filters..." display as shown in my initial post with the function never completing.  I asked how long are we to wait 'cause the "Cleaning  Filters" function never completes.  He asked me what I wanted Verizon to do.  I reiterated the previous suggestions...

1. Fix the problem on the server(s)
2. Reset the associated email account.  This will delete all email filters (rules) and other personal settings but will allow the addition of new rules (without duplicates) and other settings can subsequently be manually re-entered as well.

He advised me they ( Verizon) can not "reset an email account" (which I do not believe) and told me he wanted to remote-into my PC.  Again I said that nobody will ever be granted access to my computers by remoting in.  He said he wanted me to open Notepad and enter a set of instructions into Notepad of what I wanted Verizon to do.  He told me he would remote-in and copy the text out of Notepad.  I told the agent that won't happen, I will dictate the instructions and he will write them into his report.  Those instructions consisted of 3 alternatives...

1. Fix the problem on the server(s)
2. Reset the associated email account.  This will delete all email filters but will allow the addition of new rules (without duplicates).
3. Have administrators delete all the filter rules on the server side.

He indicated he would send this up to the Operation Support Center.

PS:  The agent indicated he can not access Verizon.Com and thus can not view this thread.

[somegirl]

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@DLipman wrote:

9/27:  1621 hrs ~24mins.

Received a call from a Verizon support agent indicating some group had looked into the problem.  They had indicated they had no problem accessing the Email settings --> filters.  So I performed a test by attempting to delete a filter rule while I was on the phone with the Verizon support agent.  Nothing had changed, status remained unresolved.  The sprite of rotaing arrows kept circling to the right of the "Cleaning  Filters..." display as shown in my initial post with the function never completing.  I asked how long are we to wait 'cause the "Cleaning  Filters" function never completes.  He asked me what I wanted Verizon to do.  I reiterated the previous suggestions...

1. Fix the problem on the server(s)
2. Reset the associated email account.  This will delete all email filters (rules) and other personal settings but will allow the addition of new rules (without duplicates) and other settings can subsequently be manually re-entered as well.

He advised me they ( Verizon) can not "reset an email account" (which I do not believe) and told me he wanted to remote-into my PC.  Again I said that nobody will ever be granted access to my computers by remoting in.  He said he wanted me to open Notepad and enter a set of instructions into Notepad of what I wanted Verizon to do.  He told me he would remote-in and copy the text out of Notepad.  I told the agent that won't happen, I will dictate the instructions and he will write them into his report.  Those instructions consisted of 3 alternatives...

1. Fix the problem on the server(s)
2. Reset the associated email account.  This will delete all email filters but will allow the addition of new rules (without duplicates).
3. Have administrators delete all the filter rules on the server side.

He indicated he would send this up to the Operation Support Center.

PS:  The agent indicated he can not access Verizon.Com and thus can not view this thread.

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The OSC is the correct department to handle the issue, at least. Hopefully his documentation was clear enough.

Also, it's not unusual for call centers to restrict/eliminate internet access for their agents. It's not very smart, but it is a common practice.

[JDoe5]

9/28: 1002 hrs 0 mins.

Received a call from VERIZON [800-567-6789] and picked up on Ring 2.  Caller disconnected, they hung up 

[PATDIS]

It is from your website.

[Anthony_VZ]

I have copied your post to our private support board so we can get more information. Please refer all correspondences there from here on out to make sure we catch all your posts.

[tns]

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@aka22 wrote:
Need to remove a filter in e-mail Settings. When I try to delete it, I get a message saying duplicate filters first need to be removed. I click the OK button and the gear above starts turning, indicating it's in progress, but it never finishes. Left it like that twice for over a half hour. It just times out and never finishes. I am unable to add to, delete, or edit any of the filters. Completely stuck.

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Have you looked through the filters yourself for the duplicate?  The automated clean filters is apparently looping.

[JDoe5]

Moot point @tns.  You can't change it. 

There is nothing the end-user can do here except make a backup of their respective filter rules.

[tns]

If he says no to the clean filter he can at least view the filter rules.  Whether he can delete the duplicate or not is another question.  THe point is to try and determine which rules are considered duplicate and see if it can be deleted, by him or by Verizon.

He may have to have an explicit rule deleted first, perhaps the last one added.  Note rules can be considered duplicates for reasons such as one saying delete if subject contains xyz and move if  subject contains xyx and from humbug, with that rule later.

[JDoe5]

I'm in that boat so I know the parameters.

I had a duplicate rule and so does the OP.  The OP abandoned this thread.  I won't.

My rules had...

If From Contains Viagra delete    

If From Contains Viagra delete    

Since there is a catch 22.  This is a Verizon problem that MUST be fixed by Verizon.

[tns]

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@DLipman wrote:

I'm in that boat so I know the parameters.

I had a duplicate rule and so does the OP.  The OP abandoned this thread.  I won't.

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Are your rules identical or just overlapping?
 

Have you tried deleting both, the first, the second?  How about edit on one?

Obviously I have never had to ask Fios to work on this, but they should be able to either delete one of the rules or perhaps completely clear out the filter rules which would let you correct them.

As a curiosity what browser.  Does it have a Inprivate browsing mode?

[JDoe5]

@tns wrote "As a curiosity what browser.  Does it have a Inprivate browsing mode?"

Please read the entire thread.  This isn't a client side problem.