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Syncing Outlook 2016/2019/Office365 via EAS no longer working for some users with SYNC KEY MISMATCH errors in SM17/100 (Build 6928)
Problem reported by Ionel Aurelian Rau - 1/3/2019 at 7:45 AM
Submitted
Hello!

After updating to Build 6928 of SM 17/100, we noticed that after de-syncing Outlook clients (2016/2019/Office365) with a mailbox, we are not able to re-sync them back again. Apparently, the people that had Outlook set up via EAS to sync with their mailboxes prior to the update, still report that Outlook is syncing without issues. However, those that need to set them up now or have removed the sync and are trying to set up the account again, it will not work.

The procedure we tried to remove and add the sync:
- Stop Outlook.
- Completely remove the Outlook profile and reboot the workstation
- Remove the corresponding entry under Connectivity->Synchronized Devices
- Restart SM service
- Set up the EAS account again in Outlook via the Mail applet in Control Panel
- Open Outlook, click Send/Receive -> the mail folders are synced, then email will slowly start to sync
This procedure never failed us in the past with issues of Outlook syncing via EAS. Every time we had a major problem and a user reported they could not send or receive email in Outlook via EAS, we performed this procedure.

The major issue is that now this does not work anymore - once we have de-synced Outlook (either removed the Outlook profile but left the corresponding entry under Connectivity->Synchronized Devices active, or after both removing the Outlook profile and the synced device [even if we turned off ActiveSync for the whole mailbox and then back again]), we are now not able to even sync again Outlook via EAS for that particular user, even if it`s on a another, fresh workstation or another version of Outlook altogether. We will always get SYNC KEY MISMATCH errors for that users.

It`s strange that:
- EAS with mobile clients, including Windows Mail works just fine for that user, even after deleting and re-adding the account on these clients.
- EAS with Outlook works OK for other users until we touch them (either remove the EAS account in Outlook or the Synced device in WebMail)
- When trying to add the account again in Outlook, the folder list will sync, the calendar list will sync and you can send emails - but no emails or calendar entries are being synced at all to Outlook. So there is some partial syncing going on.

Here are a few log entries for affected users in SM`s ActiveSync log:
[2019.01.03] 16:35:02.226 [235101126] redactedUser@redactedDomain.com SEC1276285BB9845 SamsungDevice v14_0 (IP: redacted)
[2019.01.03] 16:35:02.226 [235101126] IN : Sync (97 bytes)
[2019.01.03] 16:35:41.116 [235101101] OUT: 200 (0 bytes, 0 ms)
[2019.01.03] 16:35:41.178 [235101126] OUT: 200 (585 bytes, 8 ms)
[2019.01.03] 16:35:42.600 [235101148] redactedUser@redactedDomain.com SEC1276285BB9845 SamsungDevice v14_0 (IP: redacted)
[2019.01.03] 16:35:42.600 [235101148] IN : Sync (52 bytes)
[2019.01.03] 16:35:42.600 [235101148] OUT: 200 (75 bytes, 0 ms)
[2019.01.03] 16:35:53.428 [235101163] redactedUser@redactedDomain.com SEC1276285BB9845 SamsungDevice v14_0 (IP: redacted)
[2019.01.03] 16:35:53.428 [235101163] IN : Sync (103 bytes)
[2019.01.03] 16:36:09.022 [235101164] redactedUser@redactedDomain.com SEC1276285BB9845 SamsungDevice v14_0 (IP: redacted)
[2019.01.03] 16:36:09.022 [235101164] IN : Sync (97 bytes)
[2019.01.03] 16:36:13.085 System.OutOfMemoryException: Array dimensions exceeded supported range.   at Newtonsoft.Json.JsonTextReader.PrepareBufferForReadData(Boolean append, Int32 charsRequired)   at Newtonsoft.Json.JsonTextReader.ReadData(Boolean append, Int32 charsRequired)   at Newtonsoft.Json.JsonTextReader.ReadStringIntoBuffer(Char quote)   at Newtonsoft.Json.JsonTextReader.ReadStringValue(ReadType readType)   at Newtonsoft.Json.JsonTextReader.ReadAsString()   at Newtonsoft.Json.JsonReader.ReadForType(JsonContract contract, Boolean hasConverter)   at Newtonsoft.Json.Serialization.JsonSerializerInternalReader.PopulateObject(Object newObject, JsonReader reader, JsonObjectContract contract, JsonProperty member, String id)   at Newtonsoft.Json.Serialization.JsonSerializerInternalReader.CreateObject(JsonReader reader, Type objectType, JsonContract contract, JsonProperty member, JsonContainerContract containerContract, JsonProperty containerMember, Object existingValue)   at Newtonsoft.Json.Serialization.JsonSerializerInternalReader.PopulateList(IList list, JsonReader reader, JsonArrayContract contract, JsonProperty containerProperty, String id)   at Newtonsoft.Json.Serialization.JsonSerializerInternalReader.CreateList(JsonReader reader, Type objectType, JsonContract contract, JsonProperty member, Object existingValue, String id)   at Newtonsoft.Json.Serialization.JsonSerializerInternalReader.SetPropertyValue(JsonProperty property, JsonConverter propertyConverter, JsonContainerContract containerContract, JsonProperty containerProperty, JsonReader reader, Object target)   at Newtonsoft.Json.Serialization.JsonSerializerInternalReader.PopulateObject(Object newObject, JsonReader reader, JsonObjectContract contract, JsonProperty member, String id)   at Newtonsoft.Json.Serialization.JsonSerializerInternalReader.CreateObject(JsonReader reader, Type objectType, JsonContract contract, JsonProperty member, JsonContainerContract containerContract, JsonProperty containerMember, Object existingValue)   at Newtonsoft.Json.Serialization.JsonSerializerInternalReader.Deserialize(JsonReader reader, Type objectType, Boolean checkAdditionalContent)   at Newtonsoft.Json.JsonSerializer.DeserializeInternal(JsonReader reader, Type objectType)   at Newtonsoft.Json.JsonConvert.DeserializeObject(String value, Type type, JsonSerializerSettings settings)   at Newtonsoft.Json.JsonConvert.DeserializeObject[T](String value, JsonSerializerSettings settings)   at SmarterMail.Common.Files.FileFunctions.ReadJsonFile[T](String path, String cacheBusterKey)   at SmarterMail.Common.Files.UserFiles.FoldersContentsFile.Read(BlockIdGenFile genFile, String dir, FolderTypes folder_type, Int64 id, String accountName, String cacheBusterKey)   at MailService.Repositories.DomainRepository.FolderContentsLoadFile(String accountName, FolderTypes type, Int64 folderId)   at MailService.Repositories.DomainRepository.AppointmentsByFolderId(String accountName, Int64 folderId)   at MailService.Core.FolderDataCache.CacheGet[T](String id, String item, Func`1 getter)   at MailService.Core.FolderDataCache.GetAppointments(String accountName, Int64 folderId)   at MailService.Protocols.ActiveSync.Helpers.SyncCalendar.GetSMSyncItems()   at MailService.Protocols.ActiveSync.Helpers.SyncBase.HasChanged(String sessionHashCode)   at MailService.Protocols.ActiveSync.Commands.Ping.Execute()   at MailService.Protocols.ActiveSync.VersionSpecific.VersionHandlerBase.ProcessCommand()   at MailService.Protocols.ActiveSync.ActiveSyncProcessor.ProcessCommand(EasCommandRequest request)16:36:24.585 [235101113] OUT: 200 (0 bytes, 0 ms)
[2019.01.03] 16:36:24.647 [235101181] redactedUser@redactedDomain.com 97452EE429DC4F7F8BB910990D27DC85 WindowsOutlook15 v14_0 (IP: redacted)
[2019.01.03] 16:36:24.647 [235101181] IN : Ping (13,492 bytes)
[2019.01.03] 16:37:15.471 [235101163] OUT: 200 (0 bytes, 0 ms)
[2019.01.03] 16:37:16.705 [235101373] redactedUser@redactedDomain.com SEC1276285BB9845 SamsungDevice v14_0 (IP: redacted)
[2019.01.03] 16:37:16.705 [235101373] IN : Sync (98 bytes)
[2019.01.03] 16:37:16.705 [235101164] OUT: 200 (543 bytes, 1237 ms)
[2019.01.03] 16:37:16.705 [235101374] redactedUser@redactedDomain.com SEC1276285BB9845 SamsungDevice v14_0 (IP: redacted)
[2019.01.03] 16:37:16.705 [235101374] IN : Sync (106 bytes)
[2019.01.03] 16:37:16.721 [235101375] redactedUser@redactedDomain.com SEC1276285BB9845 SamsungDevice v14_0 (IP: redacted)
[2019.01.03] 16:37:16.721 [235101375] IN : FolderSync (32 bytes)
[2019.01.03] 16:37:16.721 [235101373] OUT: 200 (0 bytes, 1 ms)
[2019.01.03] 16:37:16.737 [235101375] OUT: 200 (44 bytes, 23 ms)
[2019.01.03] 16:37:16.752 [235101374] OUT: 200 (0 bytes, 0 ms)
[2019.01.03] 16:37:17.502 [235101380] redactedUser@redactedDomain.com SEC1276285BB9845 SamsungDevice v14_0 (IP: redacted)
[2019.01.03] 16:37:17.502 [235101380] IN : Sync (104 bytes)
[2019.01.03] 16:37:17.518 [235101380] OUT: 200 (0 bytes, 0 ms)
[2019.01.03] 16:37:18.596 [235101181] OUT: 200 (0 bytes, 0 ms)
[2019.01.03] 16:37:18.643 [235101388] redactedUser@redactedDomain.com 97452EE429DC4F7F8BB910990D27DC85 WindowsOutlook15 v14_0 (IP: redacted)
[2019.01.03] 16:37:18.643 [235101388] IN : Sync (30,235 bytes)
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.312] Server=[20181231.091106.603]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.313] Server=[20181231.091127.610]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.314] Server=[20181231.091128.611]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.315] Server=[20181231.091152.613]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.316] Server=[20181231.091215.614]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.317] Server=[20181231.091215.615]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.318] Server=[20181231.091238.616]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.320] Server=[20181231.091238.617]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.321] Server=[20181231.091541.846]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.322] Server=[20181231.091552.873]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.323] Server=[20181231.091552.874]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.325] Server=[20181231.091609.906]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.326] Server=[20181231.091637.955]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.328] Server=[20181231.091702.1002]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.330] Server=[20181231.091733.1052]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.331] Server=[20181231.091802.1103]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.332] Server=[20181231.091802.1105]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.333] Server=[20181231.091815.1134]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.335] Server=[20181231.091815.1136]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.336] Server=[20181231.091840.1179]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.339] Server=[20181231.091908.1228]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.340] Server=[20181231.091940.1576]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.341] Server=[20181231.091940.1577]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.343] Server=[20181231.092012.1649]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.345] Server=[20181231.092042.1728]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.349] Server=[20181231.092107.1788]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.350] Server=[20181231.092107.1789]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.351] Server=[20181231.092132.1849]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.352] Server=[20181231.092132.1850]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.354] Server=[20181231.092159.1930]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.355] Server=[20181231.092545.2400]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.356] Server=[20181231.092611.2455]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.359] Server=[20181231.092647.2515]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.360] Server=[20181231.092714.2558]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.361] Server=[20181231.092715.2559]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.362] Server=[20181231.092715.2560]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.364] Server=[20181231.092755.2635]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.366] Server=[20181231.092833.2692]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.368] Server=[20181231.092900.2734]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.372] Server=[20181231.092900.2735]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.375] Server=[20181231.092900.2736]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.377] Server=[20181231.092927.2787]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.378] Server=[20181231.092958.2841]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.379] Server=[20181231.092958.2843]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.382] Server=[20181231.093039.2910]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.385] Server=[20181231.093110.2963]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.386] Server=[20181231.093110.2964]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.388] Server=[20181231.093110.2965]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.389] Server=[20181231.093146.3029]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.390] Server=[20181231.093241.3677]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.391] Server=[20181231.093241.3679]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.392] Server=[20181231.093350.3789]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.393] Server=[20181231.093351.3790]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.394] Server=[20181231.093415.3835]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.396] Server=[20181231.093415.3836]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.397] Server=[20181231.093509.3922]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.399] Server=[20181231.093509.3923]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.401] Server=[20181231.093619.4025]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.403] Server=[20181231.093619.4026]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.405] Server=[20181231.093751.4198]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.408] Server=[20181231.093751.4199]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.409] Server=[20181231.093751.4200]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.410] Server=[20181231.093834.4289]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.412] Server=[20181231.093849.4322]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.414] Server=[20181231.093849.4323]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.415] Server=[20181231.093918.4378]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.417] Server=[20181231.093947.4442]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.418] Server=[20181231.093947.4443]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.420] Server=[20181231.093948.4445]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.421] Server=[20181231.093948.4446]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.422] Server=[20181231.094018.4501]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.423] Server=[20181231.094032.4533]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.424] Server=[20181231.094032.4534]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.425] Server=[20181231.094106.4592]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.426] Server=[20181231.094106.4593]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.427] Server=[20181231.094119.4624]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.428] Server=[20181231.094147.4674]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.431] Server=[20181231.094201.4704]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.432] Server=[20181231.094257.4815]
[2019.01.03] 16:37:18.659 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.433] Server=[20181231.094312.5137]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.434] Server=[20181231.094313.5138]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.437] Server=[20181231.094352.5223]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.440] Server=[20181231.094355.5229]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.442] Server=[20181231.094355.5231]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.443] Server=[20181231.094423.5297]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.446] Server=[20181231.094553.5428]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.447] Server=[20181231.094649.5508]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.448] Server=[20181231.094649.5509]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.451] Server=[20181231.094716.5548]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.453] Server=[20181231.094824.5661]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.454] Server=[20181231.094913.5739]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.455] Server=[20181231.094913.5740]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.456] Server=[20181231.095009.5831]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.457] Server=[20181231.095009.5833]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.459] Server=[20181231.095058.5914]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.460] Server=[20181231.095126.5963]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.461] Server=[20181231.095306.6119]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.464] Server=[20181231.095352.6187]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.466] Server=[20181231.095352.6188]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.467] Server=[20181231.095521.6303]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.469] Server=[20181231.095621.6398]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.470] Server=[20181231.095728.6498]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.472] Server=[20181231.095909.6641]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.473] Server=[20181231.100031.6776]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.474] Server=[20181231.100114.6831]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.475] Server=[20181231.100256.6986]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.476] Server=[20181231.100256.6987]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.480] Server=[20181231.100357.7078]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.481] Server=[20181231.100424.7120]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.483] Server=[20181231.100424.7121]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.484] Server=[20181231.100612.7294]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.486] Server=[20181231.100722.7382]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.489] Server=[20181231.100723.7385]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.490] Server=[20181231.100723.7386]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.493] Server=[20181231.100836.7500]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.494] Server=[20181231.100921.7577]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.495] Server=[20181231.100921.7578]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.496] Server=[20181231.101008.7651]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.499] Server=[20181231.101034.7696]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.500] Server=[20181231.101057.7738]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.502] Server=[20181231.101057.7739]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.503] Server=[20181231.101118.7777]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.505] Server=[20181231.101202.7855]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.507] Server=[20181231.101202.7856]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.508] Server=[20181231.101202.7857]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.509] Server=[20181231.101244.7924]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.510] Server=[20181231.101328.7999]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.511] Server=[20181231.101347.8033]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.512] Server=[20181231.101347.8034]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.514] Server=[20181231.101456.8152]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.515] Server=[20181231.101456.8153]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.517] Server=[20181231.101531.8208]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.518] Server=[20181231.101531.8209]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.520] Server=[20181231.101637.8304]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.524] Server=[20181231.101639.8305]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.525] Server=[20181231.101740.8397]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.528] Server=[20181231.101826.8470]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.529] Server=[20181231.101826.8471]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.530] Server=[20181231.101916.8546]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.532] Server=[20181231.102013.8631]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.534] Server=[20181231.102105.8711]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.535] Server=[20181231.102106.8712]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.536] Server=[20181231.102202.8815]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.537] Server=[20181231.102202.8816]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.538] Server=[20181231.102250.8923]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.540] Server=[20181231.102337.9012]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.541] Server=[20181231.102337.9013]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.543] Server=[20181231.102431.9139]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.545] Server=[20181231.102431.9140]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.546] Server=[20181231.102546.9258]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.547] Server=[20181231.102546.9259]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.548] Server=[20181231.102707.9398]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.549] Server=[20181231.102810.9490]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.550] Server=[20181231.102912.9585]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.551] Server=[20181231.103001.9667]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.553] Server=[20181231.103044.9732]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.554] Server=[20181231.103138.9815]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.555] Server=[20181231.103239.9908]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.556] Server=[20181231.103339.9998]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.557] Server=[20181231.103451.10112]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.559] Server=[20181231.103616.10227]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.561] Server=[20181231.103722.10322]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.563] Server=[20181231.103845.10430]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.564] Server=[20181231.104021.10578]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.565] Server=[20181231.104149.10727]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.566] Server=[20181231.104149.10728]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.567] Server=[20181231.104307.10848]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.568] Server=[20181231.104416.10947]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.570] Server=[20181231.104514.11013]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.573] Server=[20181231.104549.11059]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.575] Server=[20181231.104658.11160]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.576] Server=[20181231.104923.11343]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.577] Server=[20181231.105056.11461]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.579] Server=[20181231.105057.11463]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.581] Server=[20181231.105212.11565]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.582] Server=[20181231.105316.11652]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.583] Server=[20181231.105317.11653]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.584] Server=[20181231.105317.11654]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.586] Server=[20181231.105403.11722]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.587] Server=[20181231.105403.11723]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.588] Server=[20181231.105450.11801]
[2019.01.03] 16:37:18.674 [235101388] SYNC KEY MISMATCH: Device=[20181231.091049.590] Server=[20181231.105538.11893]
[2019.01.03] 16:37:29.502 [235101428] redactedUser@redactedDomain.com SEC1276285BB9845 SamsungDevice v14_0 (IP: redacted)
[2019.01.03] 16:37:29.502 [235101428] IN : Sync (102 bytes)
[2019.01.03] 16:37:31.612 [235101431] redactedUser@redactedDomain.com SEC1276285BB9845 SamsungDevice v14_0 (IP: redacted)
[2019.01.03] 16:37:31.612 [235101431] IN : Ping (161 bytes)
[2019.01.03] 16:37:32.768 [235101428] OUT: 200 (4,726 bytes, 3246 ms)
[2019.01.03] 16:37:36.534 [235101476] redactedUser@redactedDomain.com SEC1276285BB9845 SamsungDevice v14_0 (IP: redacted)
[2019.01.03] 16:37:36.534 [235101476] IN : Sync (51 bytes)
[2019.01.03] 16:37:36.534 [235101476] OUT: 200 (74 bytes, 0 ms)
[2019.01.03] 16:37:36.612 [235101478] redactedUser@redactedDomain.com SEC1276285BB9845 SamsungDevice v14_0 (IP: redacted)
[2019.01.03] 16:37:36.612 [235101478] IN : Sync (97 bytes)
[2019.01.03] 16:37:36.627 [235101478] OUT: 200 (1,658 bytes, 7 ms)

And here are some entries from IIS log in case they help:

2018-12-31 02:41:15 W3SVC2 redactedIP POST /Microsoft-Server-ActiveSync Cmd=Sync&User=redacted%domain.com&DeviceId=SEC1276285BB9845&DeviceType=SamsungDevice 443 - IP Android-SAMSUNG-SM-N960F/101.80100 - mail.domain.com 500 0 0 27218
2018-12-31 02:41:56 W3SVC2 redactedIP POST /Microsoft-Server-ActiveSync Cmd=Ping&User=redacted@domain.com&DeviceId=51A0BA6431154CB09521794613D8CFEF&DeviceType=WindowsOutlook15 443 - redactedIP Outlook/16.0+(16.0.11029.20104;+x64) - mail.domain.com 500 0 0 27078

10 Replies

Reply to Thread
0
Ionel Aurelian Rau Replied
1/4/2019 at 7:20 AM
Apparently the blockage in Outlook syncing via EAS was caused by some shared resources that SM 17 could not handle anymore. Detaching these from all the user`s mailboxes caused mail flow back to each Outlook instance right away.

more info: https://portal.smartertools.com/community/a91509/calendar-is-no-longer-accessible-sm17-100-build-6928-permission-error-array-dimensions.aspx#118539 

What I do not understand is why the SYNC KEY MISMATCH messages, if Outlook was actually getting stuck in a calendar.
0
Ionel Aurelian Rau Replied
1/4/2019 at 8:42 AM
The problem needs to be investigated further as RAM is now again increasing to outrageous amounts (spikes to 61 GB). Now the problematic shared resources are no longer mapped to any user, just the new ones, but Outlook just stopped syncing again via EAS and the logs get filled with SYNC KEY MISMATCH errors, as well as these:
[2019.01.04] 17:22:39.945 System.OutOfMemoryException: Array dimensions exceeded supported range.   at Newtonsoft.Json.JsonTextReader.PrepareBufferForReadData(Boolean append, Int32 charsRequired)   at Newtonsoft.Json.JsonTextReader.ReadData(Boolean append, Int32 charsRequired)   at Newtonsoft.Json.JsonTextReader.ReadStringIntoBuffer(Char quote)   at Newtonsoft.Json.JsonTextReader.ReadStringValue(ReadType readType)   at Newtonsoft.Json.JsonTextReader.ReadAsString()   at Newtonsoft.Json.JsonReader.ReadForType(JsonContract contract, Boolean hasConverter)   at Newtonsoft.Json.Serialization.JsonSerializerInternalReader.PopulateObject(Object newObject, JsonReader reader, JsonObjectContract contract, JsonProperty member, String id)   at Newtonsoft.Json.Serialization.JsonSerializerInternalReader.CreateObject(JsonReader reader, Type objectType, JsonContract contract, JsonProperty member, JsonContainerContract containerContract, JsonProperty containerMember, Object existingValue)   at Newtonsoft.Json.Serialization.JsonSerializerInternalReader.PopulateList(IList list, JsonReader reader, JsonArrayContract contract, JsonProperty containerProperty, String id)   at Newtonsoft.Json.Serialization.JsonSerializerInternalReader.CreateList(JsonReader reader, Type objectType, JsonContract contract, JsonProperty member, Object existingValue, String id)   at Newtonsoft.Json.Serialization.JsonSerializerInternalReader.SetPropertyValue(JsonProperty property, JsonConverter propertyConverter, JsonContainerContract containerContract, JsonProperty containerProperty, JsonReader reader, Object target)   at Newtonsoft.Json.Serialization.JsonSerializerInternalReader.PopulateObject(Object newObject, JsonReader reader, JsonObjectContract contract, JsonProperty member, String id)   at Newtonsoft.Json.Serialization.JsonSerializerInternalReader.CreateObject(JsonReader reader, Type objectType, JsonContract contract, JsonProperty member, JsonContainerContract containerContract, JsonProperty containerMember, Object existingValue)   at Newtonsoft.Json.Serialization.JsonSerializerInternalReader.Deserialize(JsonReader reader, Type objectType, Boolean checkAdditionalContent)   at Newtonsoft.Json.JsonSerializer.DeserializeInternal(JsonReader reader, Type objectType)   at Newtonsoft.Json.JsonConvert.DeserializeObject(String value, Type type, JsonSerializerSettings settings)   at Newtonsoft.Json.JsonConvert.DeserializeObject[T](String value, JsonSerializerSettings settings)   at SmarterMail.Common.Files.FileFunctions.ReadJsonFile[T](String path, String cacheBusterKey)   at SmarterMail.Common.Files.UserFiles.FoldersContentsFile.Read(BlockIdGenFile genFile, String dir, FolderTypes folder_type, Int64 id, String accountName, String cacheBusterKey)   at MailService.Repositories.DomainRepository.FolderContentsLoadFile(String accountName, FolderTypes type, Int64 folderId)   at MailService.Repositories.DomainRepository.AppointmentsByUID(String accountName, List`1 appointmentUids)   at MailService.Protocols.ActiveSync.Helpers.SyncCalendar.FilterAndGetSoftDeletedItems(Dictionary`2& smSyncItems, Dictionary`2 mappedItems)   at MailService.Protocols.ActiveSync.Helpers.SyncBase.PerformSync(Int32 allowedChanges, Boolean& requiresImmediateResponse, Boolean& saveLastSyncRequest)   at MailService.Protocols.ActiveSync.Commands.Sync.Execute()   at MailService.Protocols.ActiveSync.VersionSpecific.VersionHandlerBase.ProcessCommand()   at MailService.Protocols.ActiveSync.ActiveSyncProcessor.ProcessCommand(EasCommandRequest request)17:22:39.992 [1212729519] redacted@domain.com 865570604B5348D7B74A5566366ACF85 WindowsOutlook15 v14_0 (IP:)
1
Michael Replied
1/4/2019 at 9:04 AM
Seems MAPI will solve this whenever added right?
0
Michael Replied
1/4/2019 at 9:04 AM
Seems MAPI will solve this whenever added right?
1
Ionel Aurelian Rau Replied
1/8/2019 at 1:27 AM
Well, MAPI cannot come any sooner..

Our issue seems to be caused by the calendar somehow, namely with conference room shared resources. Even after creating new conference room shared resources and mapping them to calendars, after a while Outlook will stop syncing via EAS for the people that have these resources mapped. When we remove the shared conference rooms from the calendar, mail to Outlook via EAS starts flowing right away.
0
echoDreamz Replied
1/8/2019 at 5:06 PM
Yes, we have so many clients asking about MAPI. A few of our large clients too are begging for it or they are going to O365.
1
Ionel Aurelian Rau Replied
1/11/2019 at 7:21 AM
We`re now on the latest public release (Build 6948) and the same behavior occurs with Shared Resources. Without these, everything works just fine.
0
Ionel Aurelian Rau Replied
1/23/2019 at 6:56 AM
Hi all,

In the end it turns out that we had a shared calendar insider our calendar file which had a custom category that duplicated over and over again so that the file reached a size of ~ 800MB. If we removed all shared resources from all users, calendars would work, but with low performance and high system resource usage. But if we mapped any shared calendars, whether the problematic one, or even new ones, then RAM and CPU usage would shoot up to impossible levels (e.g. over 60GB of RAM used when we would normally see 6GB used).

Also, after we mapped any shared resources, Outlook would stop syncing mail via EAS for the users that did so.

Now the calendar file has been fixed and we are on the latest build - resource usage is back to normal levels and user experience is great.

So this issue appears to be fixed, at least after almost a day where users were again able to use shared resources.
0
Nathan Replied
2/5/2019 at 4:03 PM
Is anyone else still seeing 'SYNC KEY MISMATCH' errors with build 6956 or later? We are encountering it with one user via Outlook 2013 and 2016. They are not using shared resources and the calendar file is only around 1.2MB.
0
Ionel Aurelian Rau Replied
2/6/2019 at 12:50 AM
My initial issue was totally different in that it was 100% caused by a broken file that caused massive memory leaks.

However, random SYNC KEY MISMATCH errors were the norm for us ever since we used SmarterMail (from v15 onward). For any user, but especially those with mailboxes larger than 5-10GB, even now in the latest SM17/100 build there are random SYNC KEY MISMATCH errors. Usually this is not a major issue - just a small no. of items that are mover or marked as read in the EAS client, but not on the server.

However, we do have one BlackBerry user for whom after each SYNC KEY MISMATCH error, his mail client on the device would trigger a re-sync of the folder in which the item with sync error would be located. This is a nuisance for him (it occurs at least once a day, usually), and it also causes additional traffic on his device. We did not have time to investigate this further, but will do it at some point and open a discussion or ticket with any more details we will uncover.

So yes, we`ve always had some SYNC KEY MISMATCH errors with SmarterMail via EAS and still do have a few of them in the latest build. Do you have a lot of these errors?
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