More major problems with Mac Contacts app and EWS

Problem reported by Neal Culiner - 1/18/2016 at 5:54 AM

Resolved

Yesterday I created a new contact on my Mac (El Cap.) which has Contacts checked in the Exchange account. I added a Company (checked company) and then a work phone and a work address and pasted in the address info. I clicked done. I opened my iPhone (EAS) to view the contact and there is no address.

Please thoroughly test EAS and EWS Contacts integrations with Mac.

I'm using the latest as of today (.5801) Ent edition.

26 Replies

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Daniel Barthelmes Replied

1/25/2016 at 1:57 PM

I have exactly the same issue. The problem does occur with Outlook 2011, Outook 15.18, contacts.app under Maveriks and El Capitan. Moreover, I cannot sync contacts using Outlook on Windows 7.

On OSX, reminders, notes and calendars work well.

Neal Culiner Replied

1/28/2016 at 3:15 PM

I opened a support case, there is major data loss going on with the contacts area using EAS/EWS.

Bruce Barnes Replied

1/28/2016 at 3:43 PM

Did you download and install the release which was made available today? 14.5871?

https://portal.smartertools.com/news/429/smartermail-14_5_5871-now-available.aspx

Bruce Barnes ChicagoNetTech Inc brucecnt@comcast.net Phonr: (773) 491-9019 Phone: (224) 444-0169 E-Mail and DNS Security Specialist Network Security Specialist Customer Service Portal: https://portal.chicagonettech.com Website: https://www.ChicagoNetTech.com Security Blog: http://networkbastion.blogspot.com/ Web and E-Mail Hosting, E-Mail Security and Consulting

Daniel Barthelmes Replied

1/28/2016 at 4:21 PM

Well there is no mention of fixing the contacts issue via EWS in the notes... Is this included?

Neal Culiner Replied

1/28/2016 at 5:32 PM

No, wasn't aware of the new build but support acknowledged their tests are failing.

Daniel Barthelmes Replied

2/1/2016 at 4:13 AM

Well, the update does NOT solve this issue. Tested with Outlook (Win7 & El Capitan) and contacts.app (El Capitan).

Bruce Barnes Replied

2/1/2016 at 10:02 AM

Time to document this as well as possible and then open a ticket with SmarterTools support.

If this is found to be a bug, the cost of your ticket will be refunded to your account.

Neal Culiner Replied

2/15/2016 at 5:49 AM

FYI - I opened a support case on Jan 28th and to date no activity. I'm quite shocked having an Enterprise license and over two weeks and absolutely nothing. If you have an issue with EWS/EAS and Contacts, etc. please open a support case.

Matt Petty Replied

2/15/2016 at 8:41 AM

Employee Post

We are looking into this today. I will respond back here with what I find.

Matt Petty Senior Software Developer SmarterTools Inc. www.smartertools.com

Paul Blank Replied

2/15/2016 at 10:38 AM

Watching this with interest here. Thanks, Neal.

Matt Petty Replied

2/15/2016 at 4:22 PM

Employee Post

Unable to replicate the issues with my own accounts on multiple clients. I have gotten in further contact with Neal. If anyone else is having this issue as well with syncing fields like Addresses and phone numbers with EAS I would invite you to make a ticket. If it's a bug it will get refunded. Otherwise I will try to keep this thread updated on the status of the issue.

Matt Petty Senior Software Developer SmarterTools Inc. www.smartertools.com

Neal Culiner Replied

2/16/2016 at 12:07 PM

Matt - please read the original post here and whatever I provided in my support case. You e-mailed me that you tested against what appears to be everything other than Mac and I clearly provided a test case in the original post here stating Mac (El Capitan) Contacts app and then iPhone on EAS. I've had problems on the Mac both connected via EWS and CardDAV. Somehow and somewhere we are not communicating well.

Neal Culiner Replied

2/16/2016 at 12:09 PM

Here is what I provided to support should anyone else want to add to it, clarify, etc.

Hello,
I reported several issues to the community but this is a major bug and I need to make sure you all can address this as soon as possible. I'm using the latest version as of this writing which is .5801 (Enterprise).

From Mac OS El Capitan with Exchange in use I have various issues with trying to add or edit contacts. I've seen the same issues from my iPhone (EAS). For example I add an address and then click Done and the address disappears. I can only add it via the SM web portal. This was using the "Home Address" option, it also happens with Work address. I've also seen phone numbers disappear.

Another issue is with notes. On my Mac I'll copy and paste in data that has line/paragraph breaks, after saving the contact all line breaks are removed. I'm using Windows Server 2012 R2.

Please test all aspects of EWS/EAS Mac and Windows with Contacts.

I also suggest when importing iCal files via the web that once the ICS file is uploaded the calendar view refreshes so the user knows the file was accepted. But the contacts is critical in my opinion, it's data loss...

Thank you.

https://portal.smartertools.com/community/a87331/more-major-problems-with-mac-contacts-app-and-ews.aspx

Daniel Barthelmes Replied

2/16/2016 at 12:45 PM

@ Matt

Matt, I have the same issues as Neil. I posted this previously. The only Thing that syncs is the postcode. Street, Suburb, Country and State are not synced. In the notes section, Returns are ignored. Name, Lastname Company are transferred. This happens on OSX, using either Outlook or the native contacts.app.

It also does not work from Snow Leopard, Mountain Lion or Mavericks.

Daniel Barthelmes Replied

2/16/2016 at 12:46 PM

PS: when using Mail, the symbols for reply, fwd are not shown when using the Exchange functionality. Only IMAP works normally. I am paying Enterprise too. Just to mention.

Matt Petty Replied

2/17/2016 at 9:21 AM

Employee Post

After testing both Windows and Mac using EAS and EWS, as requested in the ticket, "Please test all aspects of EWS/EAS Mac and Windows with Contacts". We have found no issues with contacts on iOS EAS or em Client EAS. We have found an issue with EWS with adding/editing addresses on Mac. We will start looking into this aspect. If anyone else is having issues with EAS or CardDAV as mentioned above I would suggest making a ticket and we can look at those issues separately. I just wanted to keep everyone up-to-date on this thread on the progress of this issue.

Matt Petty Senior Software Developer SmarterTools Inc. www.smartertools.com

Neal Culiner Replied

2/17/2016 at 9:36 AM

My case outlines an issue with EAS on an iPhone as outlined, have you tried my specific scenario?

...from my iPhone (EAS). For example I add an address and then click Done and the address disappears. I can only add it via the SM web portal. This was using the "Home Address" option, it also happens with Work address. I've also seen phone numbers disappear.

Matt Petty Replied

2/17/2016 at 9:43 AM

Employee Post

We tried this specific scenario on iOS. The only issue we found was that if "other" is selected for address that it won't sync the address and it will be dropped. Using "Work" and "Home" worked fine.

Matt Petty Senior Software Developer SmarterTools Inc. www.smartertools.com

Paul Blank Replied

2/17/2016 at 9:48 AM

Sounds like Neal is still having this issue nonetheless. Going forward, one could hope that you activate some kind of workaround, where "other" is either mapped to "Work" or "Home" (if that's possible!).

Neal Culiner Replied

2/17/2016 at 9:51 AM

I use "reflector app" as I'm a developer (iOS, Android, Windows, Web dot dot dot) so what I can do is when I have time put together a movie of the problem for you and add it to my ticket. I got word from you all about a hotfix so I'll try that and with that in place then test the iOS issues.

Thank you for the comms.

Neal Culiner Replied

2/20/2016 at 7:37 AM

I'm testing a new build they gave me but I found yet another problem. I can't delete a last name! I create a new contact with First and Last name and later delete the last name and it keeps coming back! Mac OS X El Capitan, Contacts App via EWS.

Neal Culiner Replied

2/20/2016 at 7:40 AM

In the Contacts app of my iPhone via EAS I can delete the last name so it seems like a EWS issue.

Kenneth Knudsen Replied

3/2/2016 at 3:49 PM

I also tried to setup an email account on a MacBook Pro yesterday. We did not have EWS so I activated a trial license for 30 days.

Following the guide and went ahead and configured the Mac, but not able to use active sync and EWS on the Mac. So I ended up configuring imap setup.

User called today and told he was able to receive mail but not able to send any mail....

There is issues with EWS !

I configured this in the mail app on the mac. The users iPad and iPhone are working as they should with EAS.

Daniel Barthelmes Replied

3/3/2016 at 12:18 AM

Thanks Kenneth! Seems more and more users report now these issues. Hopefully there is a solution soon. I was almost at the point to drop this software and go for smth else.

Kenneth Knudsen Replied

3/3/2016 at 2:12 AM

If the feature was free I would be able to accept delays in fixing the issue, but this feature is something we have to pay for and it is not working, that is not right !!

Sam Wanyoike Replied

2/24/2017 at 11:00 PM

Got the same problem with MacMail, was using CardDAV, which no longer works with latest IOS, we then added EWS. And tried to setup syncing contacts and calendars as Exchange, but whenever exchange account is created keeps on saying it's "offline".

Therefore now cannot sync contacts & calendars with either CardDAV or EWS. Before the IOS update on the Mac laptop, contacts & calendar syncing was working perfectly fine, and there was no need for EWS.

Interestingly on iPhone and iPad works fine.

Already opened support ticket and we've been testing back and forth since November/December!

Really hope smartermail put extra effort / resources to resolve this issue asap.

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