Smarter Mail 16 - Active Sync - Contact Groups issue.

Problem reported by Bryant Zimmerman - 6/18/2019 at 11:20 AM

Submitted

We are seeing issues when using groups in contacts with active sync. The users creates a group on their cell phone and adds contacts to the group. The phone syncs, but the group does not show up in the web client. If you manually add the same group through the web client the contacts that were assigned on the mobile device then show up in that group.

It appears that group sync is not occurring completely. We have also seen where a group was created on the web client, but not pushed back down to the mobile device.

Is there any way to address this quickly?

Please note: we are on the latest version of Smarter Mail 16

This issue is confirmed occurring form a Windows Phone, and 20 different android phones. We have not been able to confirmed that it occurs from apple device as we do not have any in house for testing.

Anyone with any ideas on how to resolve this please let me know.

3 Replies

Reply to Thread

Kyle Kerst Replied

6/18/2019 at 4:22 PM

Employee Post

Hi Bryant, I would like to test this here but need you to provide me some additional details. When you add the group on mobile (I only have Android available at the moment) are you adding the group via the built-in Google Contacts application? Please also confirm your full SmarterMail build number when you get a moment. Thanks in advance!

Kyle Kerst

Lead Internal Network/System Administrator

SmarterTools Inc.

smartertools.com

Bryant Zimmerman Replied

6/19/2019 at 7:13 AM

We are using the built in contacts app. We have tried the galaxy S6,s8,s9, LG 5

We add the group in the contacts app and assign a contact. We go to the webmail client and the group does not show up in the list of groups or in the list of groups on the contacts we had added.

I then manually add the same group using the same spelling and case using the webmail client and then look again at the contact using webmail client. The group shows as the contacts are in that group. I can then add other contacts using the webmail client.

Also when I change and update groups using the webmail client groups don't always resync to the device. If I break the sync by removing the account from the mobile device and then re add the account it pulls down the full list of groups.

Info	SmarterMail Enterprise Version - 16.3.6989
Info	Hosting Process: w3wp
Info	Pipeline Mode: Integrated
Passed	Microsoft.Net Framework Version: 4.0.30319.42000

Kyle Kerst Replied

6/19/2019 at 3:53 PM

Employee Post

Thanks Bryant, can I have you submit a ticket on this one? I believe the behavior you're seeing might be specific to version 16. When testing under our latest release I'm seeing different behaviors, so I think maybe we need to test this in more detail.

Kyle Kerst

Lead Internal Network/System Administrator

SmarterTools Inc.

smartertools.com

Back to Community Threads

Reply to Thread

Enter the verification text