All Day Events span mutiple days

Ben Replied

4/26/2021 at 11:12 AM

At last! Someone else with the same problem as me. I've been firing tickets back and forth with st for nearly a month now.

You should submit a ticket too so they can get extra info.

Kyle Kerst Replied

4/27/2021 at 10:24 AM

Employee Post

Please submit a ticket on this as we're not able to reproduce these issues during in-house testing. Please be sure to include the full username of an affected account (so we can review your logs), the email client type and version which is being used to create the appointment, and the sync protocol which is being used to synchronize that calendar. Thanks!

Kyle Kerst Lead Internal Network/System Administrator SmarterTools Inc. smartertools.com

Kenneth Gladden Replied

5/1/2021 at 2:32 PM

How do I submit a ticket?

I've seen this thread numerous times over the years and it never seems to be resolved. I hope submitting another ticket will actually do something.

Kenny G

Employee Replied

5/3/2021 at 4:09 PM

Employee Post

Hi Kenneth,

In order to submit a support ticket your SmarterMail license must have current Maintenance and Support on it. You can then submit a support ticket by logging into the SmarterTools account associated with that license key on our website, www.smartertools.com Once logged in, hover on the account icon in the upper right corner and click My Tickets, then click the New Ticket button to start your support ticket. If you are not sure if your license has current Maintenance and Support or you need help getting logged in to your SmarterTools account please send an email to customerservice@smartertools.com, give us a call at 877-357-6278, or start a live chat using the chat icon on the bottom right corner of our website.

Kyle Kerst Replied

5/5/2021 at 10:51 AM

Employee Post

@Kenneth - I too have seen posts on this over the years, but after investigating those scenarios I found they stem from a variety of local client issues, timezone differences, different sync protocols, etc and so they've historically required a support ticket to investigate them further. So, lets get a ticket submitted on this so we can get to the bottom of it for you right away! Thanks Kenneth!

Kyle Kerst Lead Internal Network/System Administrator SmarterTools Inc. smartertools.com

Kenneth Gladden Replied

5/5/2021 at 3:02 PM

Maintenance and Support has expired so I guess this is a dead issue.

Kenny G

Kyle Kerst Replied

5/5/2021 at 3:44 PM

Employee Post

I'm sorry to hear that Kenneth. Since you're not able to rectify the Maintenance and Support at the moment I'll try to provide you some items that may help get you going in the right direction as you troubleshoot that further. If these issues are happening when adding/editing appointments in an email client like Outlook, it can sometimes help to flush out the indexes which are stored on your Outlook client and re-sync fresh from the server. To do that you'll want to use these steps:

1. Close Outlook and open the Control Panel in Windows.

2. Switch to Icon view, then locate and open the Mail control panel item.

3. Click on Email Accounts, and remove the account associated with your calendar.

4. Log in to webmail, navigate to Settings>Connectivity, and remove the entries associated with Outlook from the Synchronized Devices card.

5. Back in the Email Accounts window, go ahead and add your account in once more.

When finished fire up Outlook again and let it sync uninterrupted for a period of time before checking to see if the issue has been resolved. If you're not on our latest release of SmarterMail you might consider doing this before carrying out the steps above as well, but which version you can upgrade to may be limited by when your Maintenance and Support expired. I hope this helps Kenneth! Have a good one!

Kyle Kerst Lead Internal Network/System Administrator SmarterTools Inc. smartertools.com

Kenneth Gladden Replied

5/6/2021 at 9:52 AM

I'm using my browser, Firefox, and I create an appointment, select "All Day Appointment", select "Show Time Zones" and it shows Pacific, the day is today, May 6th, I click save, then refresh (Why do I have to refresh? Why doesn't it auto-refresh?), the appointment is now on the 5th. I click on it and the start date is the 5th, the end date is the 6th and the time zones are Pacific. Start and end should be the 6th.

Kenny G

Kyle Kerst Replied

5/6/2021 at 10:35 AM

Employee Post

Thanks for your follow-up Kenneth. These issues are sounding more and more like bugs we have fixed - what version is running on this server? You can click the profile menu at the top right once you're logged on, then click About SmarterMail to check the build/version number. Thanks Kenneth!

Kyle Kerst Lead Internal Network/System Administrator SmarterTools Inc. smartertools.com

Kenneth Gladden Replied

5/6/2021 at 11:13 AM

SmarterMail Enterprise Build 7619 (Nov 10, 2020)

Thank you Kyle!

Kenny G

Employee Replied

5/6/2021 at 12:43 PM

Employee Post

Kenneth,

You may be able to upgrade your installation and see if that fixes the issue, depending on when your Maintenance and Support expired. Do you know when it expired? If you prefer you can reach out to me via email, sales@smartertools.com, and we can discuss your upgrade options.

Kenneth Gladden Replied

6/4/2021 at 9:31 AM

I upgraded to the current release and it still does not work. If I turn on "All day" and the zones are "Pacific" and set the start and end dates as the 8th and hit save the start date is changed to the 7th!!!! The end date stays the 8th. If I then change the start and end dates to be the same I get the error message "The current time zone configuration causes the end time to occur before the start time." There are no start and end times, it's an "all day" event!!!! You don't even show a field to enter times. The only way I can get it to have the correct start date is to make it a two day event which is not what I want!

Kenny G

R

Russell Clarke Replied

6/8/2021 at 7:33 AM

Hi,

We have been able to reproduce this behaviour as well (easily - took two minutes). Using version 7810. We've told our customers about the workaround but they are still pretty peeved. I suppose since SmarterMail cannot reproduce the problem there isn't going to be a fix yet...

R

Russell Clarke Replied

6/8/2021 at 8:20 AM

Follow up... it has been suggested that daylight saving time may be a cause for this behaviour... by adding / subtracting hours when it ought not to be for an all day appointment...?

Zach Sylvester Replied

6/8/2021 at 2:31 PM

Employee Post

Hello,

Thank you for bringing this issue to our attention. Please let me know of the steps you took to produce this issue in sequential order so I can reproduce this issue and send it out to the devs. What time zone is SmarterMail set to in the client and what is the time zone on the server? Is the time correct on the server also?

Regards,

Zach Sylvester Software Developer SmarterTools Inc. www.smartertools.com

Sébastien Riccio Replied

6/8/2021 at 11:56 PM

Hello,

We have a customer that reported the same issue. This is something that already happened in the past and we had a ticket opened for it.

At some point it was fixed but it seems the issue is now back.

I'm opening a new ticket about it.

Kind regards.

Sébastien Riccio System & Network Admin https://swisscenter.com

Sébastien Riccio Replied

6/9/2021 at 8:04 AM

I just want to add that according to my test, when both the computer and webmail is set to GMT+1 timezone I can't reproduce the issue. The all day event is displayed on the correct day.

However when the computer and the webmail timezone is set to Arizona (UTC-7) the all day events shift one day back (it starts the previous day and end the correct day)

Our server timezone is GMT+1.

Could it be a timezone handling problem when the server timezone differs from the timezone set in the webmail and/or on the client computer ?

Sébastien Riccio System & Network Admin https://swisscenter.com

Zach Sylvester Replied

6/9/2021 at 12:27 PM

Employee Post

Hello,

We were able to reproduce the issue with events shifting back a day. What is the timezone that causes it to span multi-able days set to on the server, webmail, and client pc? Looking forward to hearing back.

Regards,

Zach Sylvester Software Developer SmarterTools Inc. www.smartertools.com

Ben Replied

6/9/2021 at 1:03 PM

It also happens when server is set to London (GMT) and computer/webmail is set as Taipei (+8)

Zach Sylvester Replied

6/9/2021 at 3:43 PM

Employee Post

Hey Ben,

Thank you for the information. I will be doing some testing to see if I can replicate that.

Regards,

Zach Sylvester Software Developer SmarterTools Inc. www.smartertools.com

Zach Sylvester Replied

6/9/2021 at 3:57 PM

Employee Post

Hello,

I tested this on the latest build the server is set to UTC +1 Amsterdam and webmail and the client pc was set to Taipei (+8) it worked as expected is there any other time zones I should test? Please let me know.

Best Regards,

Zach Sylvester Software Developer SmarterTools Inc. www.smartertools.com

Kenneth Gladden Replied

6/9/2021 at 4:08 PM

My server is on East Coast time and the webmail is on Pacific time.

Kenny G

Zach Sylvester Replied

6/10/2021 at 9:30 AM

Employee Post

Hey Kenneth,

I set my timezone to the east coast and webmail and client computer to pacific I did have an issue with it shifting back a day but I didn't have any issues with it becoming a 2-day event. We did fix some two-day event issues a while back. Can you please upgrade to the latest and let me know if you still have issues with this? Or if it is only the shifting back issue? Or you can wait until we fix that as well and see if it fixes all of your issues.

Kind Regards,

Zach Sylvester Software Developer SmarterTools Inc. www.smartertools.com

Kenneth Gladden Replied

6/10/2021 at 2:46 PM

I am alredy on the latest release.

Kenny G

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