SM and ActiveSync Issue with Desktop clients (Outlook 2013 and Apple Mail 8.1)

Problem reported by Leo Novelli - 12/15/2014 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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Leo Novelli Replied

12/15/2014 at 11:46 AM

Looks like the issue is not related to just the user's inbox. The same issue is also happening with their sent boxes.

CCWH Replied

12/15/2014 at 3:48 PM

I am watching this thread closely as I was just about to start the upgrade to 13.1.5451. I might just delay that!

Leo Novelli Replied

12/17/2014 at 11:07 AM

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.

Employee Replied

12/17/2014 at 12:14 PM

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.

Brian Davidson Replied

1/2/2015 at 11:45 AM

We have the exact same issue. I have an open ticket with SM as well about this.

Leo Novelli Replied

1/8/2015 at 11:09 AM

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.

Reto Replied

1/9/2015 at 12:14 PM

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.

Grant Nicholas Replied

1/13/2015 at 10:39 PM

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.

Employee Replied

1/14/2015 at 8:03 AM

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.

James Ratliff Replied

1/26/2015 at 5:08 PM

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.

Employee Replied

1/26/2015 at 5:16 PM

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.

Employee Replied

1/29/2015 at 4:46 PM

Employee Post

Today, we have released SmarterMail 13.2. It fixes several issues and bugs related to the Exchange ActiveSync protocol.

Jayson Baker Replied

5/8/2015 at 6:02 AM

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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