Duplicated Email and Sync Issue With Outlook 2013/2016 IMAP

Problem reported by Jia Yun Ng - 8/22/2017 at 6:57 PM

Submitted

Hi, I have the some problem here with my user. However my case is not only duplicated in the outlook 2013/2016 but is lost of email.

The scenario as below:
1) user will received duplicated email in their outlook inbox. But the same email is not sync at the same time.
2) When we check the webmail, the 2nd/3rd duplicate email actually is another email (maybe a different sender/subject) and different time. Let call it Email B/C here.
3) What my current solution is that I will move the EmailB/C to another folder (eg: from inbox to draft). Then at the outlook I will sync the Email B/C at the draft folder.
4) After that I will move the Email B/C from draft folder to inbox, the the 2nd/3rd duplicated email will disappeared and replaced by Email B/C in the inbox.

As not every user is computer literate. There is very high chance that the user never notice they receive the mail actually

Do you have any idea on what went wrong here. The configuration as below:
a) Smartermail 14.7
b) Outlook 2013/2016 with IMAP
c) Sync interval 15min, Offline 30min
d) Server Time out 5min

e) Antivirus : Kaspersky Endpoint Security 10 (already disable the add on at affected user)

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