7118: EAS mail poor synchronization
Problem reported by Neal Culiner - 7/4/2019 at 7:44 AM
Submitted
Mail sync has been pretty good up until now. In the past it had issues, then stabilized, now with 7118 I'm seeing major issues again. 

1) Using Microsoft Outlook (latest) with EAS email sync is not working well in that I'll delete messages from the inbox but they are not getting deleted server side. I can have Webmail open and see no activity in the deletes. I deleted the account, went to my settings area for the connections and cleared the appropriate EAS connections. I recreated the account in Outlook (EAS) and let it sync, same problem - unreliable

2) iOS (latest production) is not getting push notifications it seems, mail is only showing when I open the mail app. This was fine prior, now it's screwed up again.

Very unhappy about this. If ST can't get the EAS API right how are they going to get MAPI right? And MAPI doesn't fix iOS clients. So moral is...if you want reliable email, use Exchange, if you want cheap, use SmarterMail? Can this just work???? And what happened with your 7117 Friday release (thought we learned that lesson) immediately followed up with 7118? Just drive us away. 

7 Replies

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Robert Emmett Replied
Employee Post
Neal,

1) This is a known issue with Outlook and the non-supported EAS protocol. In a one-on-one screen share session with Microsoft, I was able to show to them that Outlook is only sending one message UID in the delete command instead of the several messages that are selected.  The server only receives that one message and will delete it.  Outlook, however, will react as if all of the messages were successfully deleted.  Microsoft's response (like so many times beforehand) is that ActiveSync is NOT a supported protocol for use with Microsoft Outlook.

2) I will review this further, however, all of our local devices and accounts seem to be getting the notifications just fine.  One question for you?  Do you have your SmarterMail app pool configured to recycle on a daily basis.  We have had other very large customers start to do that and their EAS performance has increased.  We are looking into way recycling often seems to improve the behavior.

I hope this helps.  Thanks.
Robert Emmett
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
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Neal Culiner Replied
Re: 1 - that's disturbing, I've grown to just hate Outlook. Win10 mail using EAS doesn't have this issue but it doesn't sync on delete but instead batches, i.e. does timed sync cycles it appears. Mac mail is just better but I'm trying to get my world back on Windows as a developer...oh well, maybe I need to just fall back to good ole IMAP

Re: 2 - I restarted the service this morning prior to my post and so far it's working again. I have not heard of setting a recycle pattern for IIS. I purged all deleted, sent, archived, junk email folders to try to help any synchronization especially with new account setup/testing so it's not that large of a user account.

Will continue to monitor. 
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Robert Emmett Replied
Employee Post
Neal,

RE: 1 - If you go into the account settings and change the download new content setting it should help with the "batching" you are seeing.  By default WinMail uses "Based on my usage".  Change this to "As items arrive".  Personally, I use WinMail as my preferred client.


RE: 2 - In IIS, you can select your SmarterMail application pool, click on Recycling... from the Edit Application Pool options on the right.  In the popup modal, You can specify conditions for when to recycle the app pool.  We have found--and suggested to other clients with large customer bases--to recycle the app pool during a period of least usage.  For us, 2 AM every morning works.

Robert Emmett
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
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Neal Culiner Replied
Thank you, I use the same settings as you described above but I think for deletions they don't delete from the server right away, I'd have to retest this. 

I'm not sure the recycling will help but I can try it. Restarting the Windows Service seem to resolve my issue which means something like a memory leak or something internal to the code was hanging up. I'll setup IIS recycling now and see how that works out.

Edit: I set it up but the default recycling is 1740 minutes (29 hours) so IIS auto recycles the app pool unless you configure it otherwise.
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echoDreamz Replied
We had to setup recycling otherwise clients would complain that Outlook stopped syncing for EAS. Once we setup a recycle, we havent really had any complaints. Though I do wonder why IIS has to be recycled nightly, surely in 2019, IIS can run an app longer than 24 hours without needing a recycle.

Christopher

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Sébastien Riccio Replied
What is IIS pool recycling ? Is it something like needing to restart regularly your php-fpm pool because a poorly coded app is rendering it unstable after a few hours of usage ?

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echoDreamz Replied
Yes, it basically destroys the running w3wp.exe worker and spawns a new one. Frees up resources etc. Think of it like rebooting the IIS application :)

Christopher

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