7398 AND 7405 - Issue importing PST file with MAPI and Outlook 2016
Problem reported by Gabriele Maoret - SERSIS - 4/9/2020 at 9:05 AM
Resolved
I'm checking that there are problems importing a PST file.
I tried to load a PST fiel of around 11GB.
In Outlook 2016 it loads smoothly and I find all the content that should be there.
Instead in SmarterMail's WEBMAIL some content was loaded and then it stopped updating and now it is no longer updating anything from Outlook to SmarterMail.

I noticed that a lot of errors like this appear in the MAPI LOGS:

[2020.04.09] 17:56:26.075 [{2349A811-62B2-4E3C-9240-DDD8130ECE34}:12] Exception: System.NullReferenceException: Riferimento a un oggetto non impostato su un'istanza di oggetto.
[2020.04.09]    in MailService.Protocols.MAPI.ServerHandles.FolderHandleBase.CreateFolderHandleObject(MapiFolderContextData folderContext, Int64 folderId, MapiProcessorState processorState, Boolean getAllProperties)
[2020.04.09]    in MailService.Protocols.MAPI.ServerHandles.SynchronizationUploadChangesContextHandleObject.HandleUploadRequest(User owner, db_folder_readonly dbFolder, ImportFlags importFlag, List`1 hierarchyValues, List`1 propertyValues, RopReturnValue& returnValue)
[2020.04.09]    in MailService.Protocols.MAPI.Rops.ICSRops.RopSynchronizationImportHierarchyChange.Process(List`1 payloadServerObjectHandleTable)
[2020.04.09]    in MailService.Protocols.MAPI.RequestTypes.ExecuteRequest.Process()
[2020.04.09]    in MailService.Protocols.MAPI.MapiProcessor.Process()

25 Replies

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0
Larry Duran Replied
Employee Post
Hello Gabriele, we'll take a look at this issue.  Thanks for reporting it.

Just to add to this post, in case others encounter something similar, what you reported is normal behavior for Outlook.  It will import the entire pst file so Outlook has all of the data.  After that's complete Outlook will push the data down to SmarterMail.  So if there is something that stops the data from getting into SmarterMail, like the exception you reported, then Outlook stops sending the data to webmail.  Once we fix the exception then the import should start working agian.
Larry Duran
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Gabriele Maoret - SERSIS Replied
THX Larry.

Do you need more LOGS?
0
Larry Duran Replied
Employee Post
If you want to provide me with the entire MAPI log I'll take it.  Just let me know which account got the error.
Larry Duran
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Gabriele Maoret - SERSIS Replied
I have only one account in MAPI activated yesterday (test@smartermail.sersis.com).

Ho can I send you the zipped LOG?

0
Larry Duran Replied
Employee Post
You can direct message me the logs here in the community.  If you're able to provide the pst file it will help us debug the issue even more.
Larry Duran
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Gabriele Maoret - SERSIS Replied
The PST file is approximately 13GB in size ... If you have something to upload it, then I can give it to you ...

Here's the log files: MAPI Logs.zip

1
Larry Duran Replied
Employee Post
Thanks for the logs.  I'm going to create a ticket for this issue and then we can give you FTP access to upload the pst file.  In the meantime we'll take a look at the MAPI logs.
Larry Duran
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Gabriele Maoret - SERSIS Replied
Update to 7405: same issue, Outlook can't sync imported PST to SmarterMail (same errors in MAPI log).

I already tried to delete the Outlook profile and redo all the procedure.

No changes at all with the new release.

0
Antony Weaver Replied
We're also having the same issue with 7405.  Any help would be appreciated.
0
Gabriele Maoret - SERSIS Replied
currently it seems there is no working method of transferring a user's complete data (mail + contacts + notes + calendar + activities) from an Exchange server (or similar, eg: Kerio Connect) to SmarterMail, since neither importing PST from Outlook nor Mailbox Migration work
0
Larry Duran Replied
Employee Post
Hey Gabriele, I created a ticket for this issue.  I'll get you FTP instructions on where you can upload the pst file.  Thanks.
Larry Duran
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Gabriele Maoret - SERSIS Replied
OK Larry, I'm waiting for the FTP access to upload you the PST file.
0
Larry Duran Replied
Employee Post
I just sent you the info through the ticket.  Check that email you have on file and you should see the FTP credentials.
Larry Duran
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Gabriele Maoret - SERSIS Replied
OK, received.

Tomorrow I will upload it
0
Gabriele Maoret - SERSIS Replied
****** Please be aware that the PST file contains data that must not be shared!!!!
0
Antony Weaver Replied
Larry,  I have a laptop set up right now with an example of this problem.  I would be happy to provide you with remote access.

0
Larry Duran Replied
Employee Post
Hey Gabriele, once the pst is uploaded we'll get started with toubleshooting the import errors and let you know what we find.  Also, we understand customer information is very sensitive and important so we do not share any data with any external entities.

Hey Antony, can you create a new community post and I can start an outbound ticket with you as well.  If you can provide us with the pst file or remote access then we can also try troubleshooting the issue further.
Larry Duran
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Gabriele Maoret - SERSIS Replied
Thanks Larry!

The upload is already started, I think it needs 2 to 3 hours to finish
0
Antony Weaver Replied
0
Gabriele Maoret - SERSIS Replied
File uploaded!
1
Larry Duran Replied
Employee Post
I'm downloading the file now.  I'll test importing it once it's complete.
Larry Duran
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
1
Tim Uzzanti Replied
Employee Post
Gabriele,

A few weeks after the production release of SmarterMail, we will be releasing the ability for International folders to be uploaded via PST's.  Just like in Exchange, a user will need to go into SmarterMail and set the desired language before the PST is uploaded.  If they don't, duplicate folders will be created just as it does with Exchange.

Exchange and SmarterMail will work almost exactly the same with regards to Internationalization with this upcoming release and we will also be including International Domain support.
Tim Uzzanti
CEO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Gabriele Maoret - SERSIS Replied
Hi Tim, thanks for the answer.
0
Larry Duran Replied
Employee Post
Hey Gabriele, we were able to fix all of the exceptions from your PST file, so again thanks for providing that data.  It's been a big help for us solving some issues.  You should be able to update to the latest SmarterMail release and try the imports again and see how things work for you.

If you see any additional issues with the import please let us know by replying to the ticket I have open with you.
Larry Duran
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Gabriele Maoret - SERSIS Replied
This issue is not resolved even in 7419.

This is the log of importing the same PST:

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