Unread Messages Are Shown but Cannot Be Found
Unread messages may be hidden in muted conversations, archived conversations, multiple devices, or delayed synchronization.
Common Symptoms
- The client shows unread count but no obvious unread conversation.
- A conversation was muted, hidden, or archived.
- Read status is inconsistent across devices.
What to Check First
- Hidden, muted, archived, or folded conversations.
- Whether other devices have synchronized read status.
- Whether the client is online and connected.
Recommended Actions
- Search and open recent conversations.
- Check muted, hidden, archived, or folded conversation lists.
- Restart the client and wait for synchronization.
- Collect client logs if the unread count remains abnormal.
When to Contact an Administrator or Operations Team
- The issue affects multiple users or the whole company.
- The fix requires restarting production services, replacing certificates, changing databases, changing file services, or updating License files.
- Provide the failure time, impact scope, screenshots, account information, client version, server address, and related logs when reporting the issue.