Hey there Karl! I have two theories on this for you:
1. The user's sync key has a bad sync state associated with it. In this case, please remove the account from the Samsung device and reboot it. At that point, log in to the user's account via webmail (or impersonate) and remove the key associated with that device from Settings>Connectivity>Synchronized Devices. Finally, add the account back in to the Samsung device and wait for the initial sync to complete.
2. If that results in the same emails being synced down it is possible the mailbox.cfg file in this user's account is corrupt and no longer references all of the GRP files in this folder. You can use Rebuild Folder from the system level, or stop the service and delete that CFG to force a reindex of that folder on startup.
I hope this helps! Please let me know how it goes and feel free to submit a ticket with us if you need a hand. Have a good one!
Kyle Kerst
IT Coordinator
SmarterTools Inc.
www.smartertools.com