Hi Mario! Has this Outlook client successfully synchronized this account previously, or is this a fresh sync attempt you're seeing these errors on? Also, what version of Outlook is this user leveraging on their PC?

Hi Kyle,

this client has successfully synchronized until today 11.42 a.m.. the outlook version is 365.

if I can always take advantage of today we have another problem: some users no longer see their mail on Android devices (via EAS): we tried to remove the account from Android and recreate it: at the first synchronization you can see the emails correctly but from the second in then we no longer see anything. we checked that for these users in the server's EAS logs. which error is reported: [2022.07.07] 21: 01: 24.795 [645062897] SYNC KEY MISMATCH (PerformSync) (2650002): Device = [20220707.180250.6600] Server = [20220707.180252.6601] User = [rclerici @ valduce. it] any idea?

Thanks for your followup on this Mario. Both of these sync issues sound like the clients involved have gotten out of sync with the server, and require a clean resync. In our latest versions you can do that for those users by selecting the account in the account list and then clicking ...>Resync User Protocols. Can you give this a try and let me know how it works for you?

Kyle, the issue still remain after the Resync User Protocol command.

Thanks.

Has there been any resolution on this? We have users on Outlook 365 connecting via MAPI and everything was syncing properly until yesterday evening. Now, only their main inbox syncs with SmarterMail. No subfolders and not the sent folder. Performed a Resync User per above but same issue. We can force a sync of an individual sub folder by manually clicking on Update Folder in Outlook. Just no automatic syncing of subfolders.

Hey there! Sorry for the delay as I was out of the office for a bit and am still working on getting caught up. If the resync user protocols doesn't help there is likely something in the account that is causing us trouble (some folder, message, bad contact data, etc) so I recommend submitting a ticket so we can help you track this down further. 

Thanks, Kyle. I think we have narrowed it down to a possible corrupt data file due to a power outage causing an unexpected shutdown of Outlook. We deleted the Outlook profiles and started over and things look good at this point.