Can anyone please try this and tell me what they see. Bug that support cannot replicate

Thanks! Hopefully some more people will try this and have the same error so that I can raise it again with support.

Thanks. It's not important functionally, but it doesn't look good in a professional context (when I am trying to appear privacy and security focused) that a client receives this kind of error message after accessing a file.

Importantly though, I spent months trying to get Mailbox.org to address this, sending them screenshots, videos and logs. They said they cannot reproduce the bug and basically told me that it won't get addressed in the foreseeable future. And yet, two people in the past 24 hours were able to reproduce the error message on the first go....

Peter, tested and confirmed. Internal error. Thanks for sharing this here - I think it's one of the most important use cases for the forum, and I am always disappointed when I ask other customers for help with bugs and get no responses. Things get better when we work together. I also agree that the internal error message on log out is not a good look from a professional perspective.

Thank you for checking, and I completely agree — it’s so helpful when we collaborate to identify issues and get them resolved.

With this particular bug, it’s been incredibly frustrating dealing with customer support. They’ve repeatedly said they can’t reproduce the issue, but it hasn’t been clear whether they actually understand what the problem is. I know I’ve described it clearly (and provided lots of data to help them), yet it’s felt like one of those typical big tech support loops — endless email exchanges that go nowhere.

That said, I’ll give it another try, this time armed with insights from other customers’ experiences.

I'm sorry to say I've had the exact same experience depending on who I'm dealing with. Needing to endlessly rephrase the problem, clarify the steps, go back to square one, etc. I wonder how much of it is related to 1) organization culture 2) dysfunctional internal systems 3) language barriers 4) testing tools being used by support not matching real world tools from customers.

How it can be like this is a good question. I’ve also had positive experiences with Mailbox.org in the past, but there’s one support person in particular whom I’ve found especially unhelpful. Even when the team leader (Felix, who posted here and asked me to contact him directly) took over, he simply repeated that the issue couldn’t be replicated and was therefore unlikely to be addressed in the short term.

At this point, though, it seems clear that this is a universal bug. Why they can’t reproduce it remains a mystery, but based on the responses I received, I suspect that my emails weren’t read carefully and that assumptions were made about the nature of the issue. I tried to clarify things multiple times—correcting those assumptions and re-explaining the problem in slightly different but unambiguous terms—but it didn’t seem to make a difference.

I generally expect better from Mailbox.org. However, I suspect one of the underlying challenges is that they don’t fully control their own tech stack and instead we have to rely on intermediaries to communicate issues to Open-Xchange. Somewhere in that process, things seem to get lost in translation.

I’m relieved to see this finally acknowledged, though also quite frustrated. I spent five months going back and forth with Jens, who repeatedly told me the issue could not be reproduced — while also asking questions that made it clear he either hadn’t read my emails carefully or hadn’t understood them. Then Felix confirmed it couldn’t be reproduced and wouldn’t be fixed. And now you check and immediately reproduce the problem.

I’m not impressed. It’s frustrating, a waste of my time and effort, and frankly a very poor response.