ActiveSync issues (differences between platforms)

Problem reported by echoDreamz - 9/27/2017 at 1:31 PM

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Just seeing if anyone else is seeing this behavior as well...

The issue seems to be lack of "syncing" between ActiveSync devices. My inbox in SM web interface shows about 30 emails in the inbox, Outlook shows 2, my iPad shows 5 emails (that dont even exist in the SM web interface inbox or Outlook) and my iPhone shows 8 emails (2 exist in the SM web interface and 3 exist on the iPad the rest are over 3 weeks old).

Even though all the devices are running ActiveSync, they dont seem to be in sync at all. Have numerous (50+) customers reporting this behavior as well. Some are Outlook, some use only a mobile device, others use a mix of all the above, it is random.

The latest client that moved to us said this only started when he migrated from Office365 to us, is constantly reminding us this never happened with Office365.

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Shaun Peet Replied

9/27/2017 at 9:53 PM

I might be seeing something similar although I'm not sure yet. What I've noticed is that when I reply to a message from my office computer (in Outlook) and then I get back to my home computer (in Outlook) the messages in the inbox don't indicate whether or not I've replied to them.

John Marx Replied

9/28/2017 at 1:25 PM

I have been in Outlook all day. I just logged into WebMail as emails are coming through to Outlook (using ActiveSync) s-l-o-w as can be. In the webmail interface I am also seeing double counts where it says I have 700+ emails in my inbox yet I only have 300 according to my phone and Outlook. Something is definitely off here.

echoDreamz Replied

9/28/2017 at 2:17 PM

It has been like this since for as long as I can remember. In the past we opened tickets for this and were told it is an Outlook issue. But it is not just Outlook (though I find it hard to believe Microsoft's own product has issues with its own protocol). Apple Mail has issues, the Android mail app, K9 Mail has been reported to have same issues from our customers.

Our customer who came from Office365 said this never ever happened across all his devices, first week with us and he is already having syncing issues.

Paul Blank Replied

9/28/2017 at 7:00 PM

What version of SmarterMail, please?

echoDreamz Replied

9/28/2017 at 7:30 PM

We've been having this issue since the last few major releases. Currently running the latest v16 release (as of this post).

Paul Blank Replied

9/28/2017 at 8:29 PM

Thanks. My biggest SM client is still on V11 and nobody runs Outlook. The couple of users on Nine email (Android) w/ActiveSync have very few problems.

echoDreamz Replied

9/29/2017 at 9:43 AM

Yeah - we just had the customer noted above contact us this morning. Moved a bunch of email to another folder through the SM interface, Outlook did most (left 3 behind) and his iPhone also left 3 messages behind, but not the same as the 3 in Outlook. He moved the Outlook ones manually in Outlook and then it duplicated the emails and then his iPhone synced them.

Needless to say, not a happy customer.

echoDreamz Replied

11/27/2017 at 9:29 PM

Still having major issues with this. Our 2 largest customers are constantly reporting inconsistencies between Outlook, the mobile device and webmail.

I am assuming this will simply never be fixed.

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