EAS Cellphone Sync partial failure

Problem reported by Karl Jones - 5/25/2022 at 7:37 PM

Submitted

At about 5pm today the CEO of one of my clients reported his cellphone lost all emails then only got 5 back in his inbox, he panicked but checked via his MAPI Outlook and Webmail and his emails were there... Panic over! Sort of, he's still missing 9106 emails.
He tried to recreate the account on his Samsung Note phone and he always got the same last 5 emails then a few more as new ones came in. No matter what it would not download the older emails, i tried to Reindex and later ReSync user protocols and nothing seems to be working. I managed to restart the server because we had some major power outages for a few days and not sure if things did not need a restart to reset things.
I recreated the account on another cellphone device and the same set of emails download to it and no more.

He has a 9gb mailbox of which 4.8gb is being used, i have set his archiving using Mailstore to 6 months so it keeps his mailbox size down (compared to what it was)

It seems other EAS accounts are working properly, as far as i know, i'll know more tomorrow.
I am using the 8125 version with EAS and MAPI addons.

Does anyone have any idea what might be causing this and how to fix it seeing as i did all the usual suspects.?

Opened support ticket

3 Replies

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Paul Blank Replied

6/1/2022 at 3:26 AM

You might want to check out a trial version of Nine email (9folders.com). It's not perfect, but seems to be more forgiving of EAS problems than other email clients. if it works for you, it's inexpensive enough to buy after the trial. About $20, I believe. IOS and Android versions. Supports EAS and IMAP.

Kyle Kerst Replied

6/2/2022 at 3:07 PM

Employee Post

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

Lead Internal Network/System Administrator

SmarterTools Inc.

smartertools.com

Paul Blank Replied

6/2/2022 at 10:51 PM

Kyle, that is good advice. Meanwhile you can tell very quickly if the issue is with the phone's email app by loading up a different email client. IMO you have nothing to lose there.

And for the record, I have no financial interest in Nine or any other email client software or their publishers.

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