SM and ActiveSync Issue with Desktop clients (Outlook 2013 and Apple Mail 8.1)
Problem reported by Leo Novelli - December 15, 2014 at 11:16 AM
Resolved
Today we have received 2 reports of user's inboxes not in sync with SmarterMail 13.1.  In both cases there were messages contained in their SM inbox that were not on the users desktop client (one is using Outlook 2013 via ActiveSync and the other is using Apple Mail via Exchange).  However, in both cases, the missing messages were on both user's phones (both iPhones).
 
For the Mac user I had them "Rebuild" the mailbox but the missing messages still did not appear.
 
Does anyone know why some messages that are stored on the SM server are making it the user's phones but not their desktop clients?

13 Replies

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0
Leo Novelli Replied
Looks like the issue is not related to just the user's inbox.  The same issue is also happening with their sent boxes.
0
CCWH Replied
I am watching this thread closely as I was just about to start the upgrade to 13.1.5451.  I might just delay that!
0
Leo Novelli Replied
I've opened a ticket with ST.  It seems that the missing messages all contain attachments.  Not all messages with attachments are missing but it does seem that all the missing messages do contain 1 or more attachments.
1
Robert Emmett Replied
Employee Post
Leo, our support team should be contacting you shortly with a custom build that fixes the issue with messages with attachments not syncing correctly over Exchange Web Services (Apple Mail 8 in OS X Yosemite).  I have not been able to replicate the issue with ActiveSync.
Robert Emmett
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Brian Davidson Replied
We have the exact same issue. I have an open ticket with SM as well about this.
0
Leo Novelli Replied
SM version 13.1.5462 seems to have resolved the issue. However, the Apple Mail users had to rebuild their mailboxes after the upgrade in order to see the missing messages.
0
Reto Aeberli Replied
Just as a note: We have the same issue with missing messages from Outlook 2013 over EAS. Running the latest version of SM. Ticket has been submited on 15th december.
0
Grant Nicholas Replied
Any news on this? We just upgraded to 13.1.5451 last night and have had 2 Mac clients using Mac Mail with exactly this issue. Emails sent with certain attachments (PDF for example) are appearing in webmail, appearing in Outlook 2013 over activesync on a PC, but not appearing in Mac Mail.
0
Robert Emmett Replied
Employee Post
Grant, contact our customer service, and they can provide you with a custom build that addresses the issue with emails with attachment not showing up in Mac Mail.
Robert Emmett
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
James Ratliff Replied
We are also having this issue with certain e-mails attachments not being visible in EWS clients. Version is 13.1.5451.18661. Is there a link to the custom build that fixes this issue as I'd really rather not burn a ticket for a known issue that requires a custom build to work correctly.
0
Robert Emmett Replied
Employee Post
Because it was a bug and there is a fix via a custom build, you would have your ticket reimbursed. We are tentatively releasing a SM update later this week, if you would prefer to wait.
Robert Emmett
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
1
Robert Emmett Replied
Employee Post
Today, we have released SmarterMail 13.2.  It fixes several issues and bugs related to the Exchange ActiveSync protocol.
Robert Emmett
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Jayson Baker Replied
Still having this issue it would seem. We just installed the demo of SM. Just sold a large client on how easy it was to migrate. Then on the first one we did... failure!!! Missing messages. Not in sync. Ugh.

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