IMAP - Message "UID Changed" error
Problem reported by Jay Dubb - 7/6/2020 at 11:56 AM
Not A Problem
We updated from build 7242 to 7488 this weekend.  Almost immediately, an IMAP user on Outlook started getting UID errors:  "The UID of a message changed unexpectedly..."   (screenshot below)

ScanPST has been run on the PST file associated with the account, and that seemed to fix the problem but only for about 20 minutes, until the errors started happening again.  It's a different UID each time, not just one corrupt message.

Ideas on root cause, and how to fix?  Thanks in advance.

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Karl Jones Replied
I had a client with the same problem after i did the update from 7242. They were using Outlook 2010, deleted and re-created the account, still got the error, ran re-index, still got the error, had to update to Outlook 2016 and it stopped.
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Jay Dubb Replied
Thanks for the info.  But OUCH.  Can someone from ST confirm that the only way to get rid of these errors is to force clients up upgrade their version of Outlook?

Client with this problem is not on 2016, but their version is not EOL either. I know for a fact they have no interest in upgrading because it was recently discussed (for new Excel charting features, not related to email).
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Karl Jones Replied
Anyone..??
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Jay Dubb Replied
Yesterday, we worked with the client directly.  Steps taken:

  • Deleted IMAP accounts from Outlook
  • Manually triggered a re-index in SM on the affected boxes.
  • Ran ScanPST on all PST files in the user's profile, including the ones not directly attributed to the affected accounts.
  • After the re-index was complete, re-added the accounts to Outlook and allowed to fully re-sync before doing anything else.

So far, the client has not reported any further errors. Fingers crossed.

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Tim Uzzanti Replied
Employee Post
We have been unable to duplicate internally and our experience has been that its an Outlook 2010 issue with profiles and not SmarterMail.  Delete the account and more importantly the profile often solves the problem.  This is something that we have seen across other mail servers not just SmarterMail.   In some cases, removing the mailbox.cfg out of every folder for a customer can help and then re-adding the profile into Outlook.  There are times that Outlook 2010 can scramble UID's.  We had a few tickets on this over the last month and will be providing a KB article some of this in the responses on how to do these steps.
Tim Uzzanti
CEO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
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Jay Dubb Replied
After doing all the steps above in my last post, client was trouble-free for 6 days.  Then a new "failed to update headers" error appeared.


All users for this domain are on Outlook 2010, because they HATE the new Office interface (the one starting with 2013).  Since 2010 will continue receiving security patches until October 2020 when it officially goes EOL, they will stick with 2010 for a while longer.

Only 1 user is getting these errors, and she is the only one using EAS to sync the acct with her mobile device (IMAP in Outlook).   Everyone else is using IMAP for both Outlook and Mobile, because they don't need calendar/contact sync.

Is there a known conflict between IMAP and EAS that would explain why only this specific user is affected? 

Or is that just coincidental?

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Michael Replied
Our users see this from time to time using IMAP. They use Outlook 2007. Certainly they need to upgrade at some point but we agree many users have their favorite outlook version and resist the change. But we wondered why the UID error pops on older outlook. 2007 or I guess also 2010. 
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Karl Jones Replied
I found that it occurs more when a user connects to their mailbox with more than 1 client, especially when using activesync and IMAP and only with 2007 & 2010
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Gabriele Maoret - SERSIS Replied
I think that's not SmarterMail issue...

Outlook 2017 and 2010 are old versione NOT SUPPORTED even by Microsoft.

In Europe they can't be used in professional enviroment because they broke the GDPR statement, so we are easy to tell our customers that they MUST upgrade, otherwise we can't support them
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Jay Dubb Replied
Office 2010 is not EOL until October 2020.  It's not receiving new features, but MS is still publishing security updates.



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Gabriele Maoret - SERSIS Replied
Ops... Jay you are right... I read wrong the end of support date...

BUT still it's a near EOL product and it can have bugs that will never be addressed...
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Jay Dubb Replied
The client experiencing the original problem just upgraded Office to 2016 as the workaround, and HATES the new interface.  I haven't talked to anyone who likes it.  They just tolerate it because they have no choice. 

If Microsoft used a focus group when designing the major GUI re-do for 2013, its participants must all have been under the age of 25.  Veteran users of Office don't appreciate all the new fluff without substance.  Too many mouse clicks to do the same job, more crowded, too much of a "tile" feel instead of the old efficient lists that displayed a lot more information per vertical inch.

I sure hope the Office upgrade actually solves the problem, given the added misery now.
 
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Gabriele Maoret - SERSIS Replied
Hi Jay, I personally think that Outlook 2016  UI is way better than 2010 and I'm over 45... But those are personally opinions and are related to Outlook, not to SmarterMail...

None of this has to do with SmarterMail or is the fault of SmarterTools, so in my opinion it shouldn't be discussed here ...
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Jay Dubb Replied
This particular customer has been with us for many years, Outlook 2010 the whole time.  The issue with Outlook 2010 didn't happen until we updated SM from build 7242 that we'd been on since November, to build 7488.  Problems began immediately after the upgrade.

Maybe this is an Outlook problem, but it was clearly triggered by the SM upgrade.
 
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Gabriele Maoret - SERSIS Replied
If it's so, then open a ticket with SmarterTools support.
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Jay Dubb Replied
Already did, after posting here without a definitive answer.  Response was similar to replies here, but also touched on deleting CFG files.  They created a new KB article about it.

Ultimately, the client didn't have much of a choice but to upgrade MS Office.


 

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