MAPI Not Syncing New Incoming Emails - without Manual Clear Offline Items

Question asked by Christopher Glasgow - 8/25/2021 at 8:08 AM

Unanswered

I started using MAPI with Outlook on Windows about a month ago. Things were working ok, until around the 15th. We lease our license for smartermail and the credit card on file was old so the license got turned off for non-payment. Then paid within minutes once I realized what was going on and everything else mail-wise started working fine again. However, ever since then MAPI is not working correctly.

I only have 4 accounts actively using MAPI/Outlook, but all four have the same issue and are on different computers.

I have to "Clear Offline Items" and then "Update Folders" to see any new emails.
I have already deleted the profiles, app data folder and disconnected the "Synchronized Devices".

All of this: KBSearchID=872439

I have also got a new license key, thinking that perhaps it was something with the authorization of the license after the initial turn-off. I don't think it's an issue with the license, because I can connect and get emails via mapi into outlook. It's just the sync is not happening on its own.

Currently on Build 7906, but was the same issue with the last two builds.

Any suggestions on what I can check or do would be appreciated.

10 Replies

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Kyle Kerst Replied

8/25/2021 at 10:18 AM

Employee Post

Hello Christopher, I'm sorry to hear you're having so many issues with this all of a sudden. Since you've changed versions since the original sync, I'd like to start by having you complete a clean re-sync to see if these behaviors clear up:

https://portal.smartertools.com/kb/a3487/how-to-thoroughly-replace-your-mapi-account.aspx

Can you give that a shot and let me know how this works out for you?

Kyle Kerst IT Coordinator SmarterTools Inc. www.smartertools.com

Christopher Glasgow Replied

8/25/2021 at 11:45 AM

Thank you Kyle,

Yes, I have gone thru the "How to Thoroughly Replace Your MAPI Account", multiple times on each of these computers but still having issues. Unfortunately, that is not working.

Kyle Kerst Replied

8/25/2021 at 2:18 PM

Employee Post

I'm sorry to hear that Christopher! This might mean that the largest_content_change_number in the user's folders.json file is out of sorts.

If you check this value for Inbox in a copy of one of these user's folders.json do you see that this value is significantly higher than the content_change_number value for the same folder (Inbox)? I recommend checking a copy of the file to avoid locking the original which can lead to problems in SmarterMail.

Ultimately I think this one might warrant a support ticket, so please let me know when you submit that and I can grab it and we can pick up where we left off. Thanks Christopher!

Kyle Kerst IT Coordinator SmarterTools Inc. www.smartertools.com

Christopher Glasgow Replied

8/25/2021 at 3:27 PM

I don't see a content_change_number, but do see a change_number.

"change_number": 7545706774533,
"display_name": "Inbox",
"largest_content_change_number": 7596228612574

Unfortunately, I can not open a ticket because we had switched over to your leased service. The portal will not allow me to open one.

Thank you,

Kyle Kerst Replied

8/25/2021 at 4:02 PM

Employee Post

The pertinent pieces are here:

"change_number": 7545706774533,
"display_name": "Inbox",
"largest_content_change_number": 7596228612574

These look to be in alignment (or are not too far off) though so I think that srubs that theory. I believe your lease provider would need to open the ticket with us if I remember correctly.

Kyle Kerst IT Coordinator SmarterTools Inc. www.smartertools.com

Liam Dwyer Replied

9/27/2021 at 1:24 PM

Chris

Are you seeing NO new messages arriving or is it hit and miss with some messages just missing?

Employee Replied

9/28/2021 at 1:59 PM

Employee Post

@Christopher,

If you send an email to customerservice@smartertools.com with the leased license key and the information for the support ticket we can help you get the ticket open directly on your account, rather than having to go through your lease provider.

Christopher Glasgow Replied

9/28/2021 at 4:01 PM

Liam, I needed to open up a support ticket. They were able to get it resolved though.

Kiswire it Replied

9/29/2021 at 9:55 AM

Mr. Christopher

I'm writing after see your post on Community Threads.
We have been using smartermail for a while.
But, our users are facing this problem("MAPI Not Syncing New Incoming Emails").
How did you solve it?

Employee Replied

9/29/2021 at 10:35 AM

Employee Post

@Kiswire it,

If the license you are using on the installation having this issue has Maintenance and Support, please open a technical support ticket. One of our support agents can help you troubleshoot the issue.

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