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BIG ISSUE: after the update to the "new" SM some accounts doesn't sync INBOX with Outlook MAPI anymore. With 8510-8517 there's a workaround.
Problem reported by Gabriele Maoret - SERSIS - 4/9/2023 at 12:31 PM
Resolved
BIG ISSUE: after the update to the latest snew SM (and even after 8496) an account doesn't sync with Outlook MAPI anymore.
I seems mostly related to the INBOX folder (Posta in Arrivo in Italian) that now is empty in Outlook, but it work OK in webmail and in Android via EAS and via IMAP in Thunderbird.

The other folders seem (but not 100% sure...) to be OK on sync

Even configuring a new PC with new Outlook account doesn't work. Tested with Outlook 2019 and Outlook 365.

No related exceptions in LOGS.

This is a really troublesome issue, fortunately this is a onpremise server for a single customer with only 16 accounts (but the one affected is the owner's...).

I will wait to upgrade the other servers (one of those has nearly 1000 accounts...) until this is resolved. opened a ticket for this.


Gabriele Maoret - Head of SysAdmins at SERSIS
Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)

77 Replies

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Ron Raley Replied
Gabriele, does this seem to be the case for new accounts?
For existing, what if you drop MAPI connections?  Does this disconnect/reconnect fix?
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Gabriele Maoret - SERSIS Replied
no, it doesn't fix.

Outlook simply doesn't sync the INBOX folder (it is empty in Outlook MAPI, but it's OK in Android EAS, in IMAP and in Webmail).

I tried to change PC and reconfigure everithing more than 5 times without fix it (even different Outlook versions...)

I tried to rebild the INBOX folder on server
I tried to reindex the user
I tried to disconnect / reconnect 
I tried to resinc the folder with the resync folder Outlook command
I tried to made Outlook OFFLINE and then online
I tried a RESYNC USER PROTOCOL from the server
I tried to delete the SYNCHRONIZED DEVICE from the SmarterMail server to force a disconnection/reconnection
I tried to reconfigure Outlook as perSmarterTools guide

Nothing of that worked
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
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Michael Replied
Try toggling the user's mapi ability in their domain user settings. Toggle mapi ews off.  Save. Then on. Save again. .. Do for for jusy one of the affected users.. If that doesn't work try setting a new value for the domain's mapi user count. That worked for us somehow to toggle the mapi connection. 

Also check that the IP isn't being block by and IDS block. 

Something for sure needs attention from smarter tools about mapi in this build. 
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Gabriele Maoret - SERSIS Replied
Hi Michael!
Tried, but also theese operations didn't solve...

This issue seems to be different from yours, because all it's working the other folders seems to sync correctly via MAPI, it's seems (not 100% sure...) only the INBOX folder that is empty in Outlook.

Outlook is connected via MAPI, it comunicate correctly with the server, but it doesn't download any message in INBOX (but it does for the other folders)

If you look at the image that I posted early, you can see that Outlook sees the messages in INBOX on the server (it reports them in Folder Properties, server side) but it does not download in local (it reports 0 messages in Folder Properties local.side)

This seems to be related only to INBOX.

IDEA: we are Italian and use Italian version of Outlook. Maybe can be an issue with localization?
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
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Kyle Kerst Replied
Employee Post
Hi Gabriele :-) I'm going to get a ticket started on this for us so we can dig into it with you!
Kyle Kerst System/Network Administrator SmarterTools Inc. (877) 357-6278 www.smartertools.com
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Thomas Lange Replied
As I already stated: Today/this Monday we are having holiday in Germany - so until now I do not have any reports by our employees with this new build yet.

Due to the at community reported Outlook/MAPI-auth/syncing-issues I checked one of our user-accounts with Outlook 2019/MAPI: Posteingang (the German "Inbox") looks like it is syncing.

@Gabriele: perhaps it is localization at your side - I see two "spaces/blanks" for your Italien name of Inbox But this is is just an idea what could be a possible reason - but otherweise we on our own are having Gesende Objekte (Sent Items) with one blank in it and looks like this folder is syncing as it should.


and one other idea:
What I noticed that I currently can see often IDS block entries brute force by IP oder by Email - perhaps this sometimes blocks access/syncing of some user-accounts - and this got started after we switched to the "Next SmarterMail/RC builds"...



@ST: It would be nice if MAPI/EWS and probably auth isseus are solved to get an updated build for me, so that we can avoid known/solved issues for starting this Tuesday our business hours after the Easter holidays :-)

Thomas

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Gabriele Maoret - SERSIS Replied
Hi Kyle! I have already opened a ticket with RSAA (only web interface for now. I don't have direct RDP access (by now...) to this server because it's on premise in a customer office...)

Please use that ticket, don't open a new one.
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
4
Kyle Kerst Replied
Employee Post
We did get this reproduced in-house and we'll reach out to update you as we find out more. Thanks!
Kyle Kerst System/Network Administrator SmarterTools Inc. (877) 357-6278 www.smartertools.com
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Gabriele Maoret - SERSIS Replied
Great! Thx Kyle (and ST team!).
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
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Michael Replied
Sounds like a new build is on the horizon for this week, we're hopeful for it and thanks again all!
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Michael Replied
lol. we're noticing also a lot of Outlook 2016 MAPI users have messages stuck in outbox. Inbox is syncing, but messages aren't sending. Anyone work though this? Seems to be related to replying to messages that are long with many replies down below. Maybe formatting problem?
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Thomas Lange Replied
today noticed:
build 8496: time by time we have eMClient/EWS-protocol issues "root element misssing" and not anymore syncing
after some time and a few times closing/restarting eMClient it is working again - have not found the root cause for this - I already checked IDS Blocks - no actual entry found during these upcoming errors.
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Gabriele Maoret - SERSIS Replied
@Thomas and @Michael:
please open 2 separate posts for theese 2 issue, so SmarterTools team can support us better...
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
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Thomas Lange Replied
@Gabriele: here in this post my intention was just to mention it to any other admins who are thinking about upgrading their SmarterMail soon - in addition to your reported Outlook/MAPI-syncing-issues.

In case I get more info/details to the temporarily "eMClient/EWS-syncing-issues" I will open a support-ticket for further investigation.
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Skillworks Replied
We have some problem, after update outlook 2019 not working. We need a solution ASAP, can you help me?
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Ron Raley Replied
My heart aches to those who installed 8496 and are awaiting a fix. I know all too well... how the phones blow up!
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Brian Bjerring-Jensen Replied
Hi. We are seeing the same on new added accounts. Only MAPI is affected.

And yeah... it wasnt a good day at the office. Lots of angry customers.
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Skillworks Replied
My firt customer lost.

Do you solve or not?

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Brian Bjerring-Jensen Replied
Existing account but a new profile in outlook equals the same results. No inbox sync despite the account working.
Clients are beginning to look elsewhere. So this is urgent to say the least.
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Skillworks Replied
Hello

the problem is not outlook 2019, i try to modify the day cache in the account properties, i try with 3days and it works.
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Brian Bjerring-Jensen Replied
Pull the slider all the way to 3 days and the inbox start showing. It cannot show more than 3 days back.
It will show a link to see more on exchange but doesnt do anything to click the link.
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Zach Sylvester Replied
Employee Post
Hey Guys, 

We are planning to release a fix for this before the end of the week. So please keep an eye on the release notes. 

Thank you,
Zach Sylvester System/Network Administrator SmarterTools Inc. (877) 357-6278 www.smartertools.com
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Gabriele Maoret - SERSIS Replied
Any news?

...my customers are starting to get impatient...
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
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Zach Sylvester Replied
Employee Post
Hey Gabriele, please check the downloads page. We released a new version today with a fix for this.
Zach Sylvester System/Network Administrator SmarterTools Inc. (877) 357-6278 www.smartertools.com
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Brian Bjerring-Jensen Replied
Hi Zach
Can you elaborate on this because its not obvious what fix is released in the notes??
And does it include the display name on the account as well??
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Gabriele Maoret - SERSIS Replied
I just updated to the new 8504 version.
The problem seems NOT solved, the Inbox folder ("Posta in arrivo" in Italian) in Outlook 2019 is still empty.

Also tried setting up a new account on another computer with Outlook 365, but the INBOX remains empty on this too.

In both cases all other folders are syncing (or seems so), only INBOX not working.

Please do some more tests using the access data I gave you (in my ticket) and check the problem better, because in my opinion nothing has been solved.


EDIT: please DON'T change status to "resolved" before the writer (me, in this case...) has confirmed that it's really resolved...
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
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Brian Bjerring-Jensen Replied
I can confirm this. Adjust the slider to 3 days and the inbox will show. It cant show more than 3 days.
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Vahn Babigian Replied
There is still a MAPI/Outlook authentication problem after updating to Build 8504. 

The Microsoft "Sign In" box is randomly still popping up. 

Outlook randomly loses connection with the server. The Type Exchange Password & Connect icon pops up. 

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Michael Replied
Vahn Babigian I'm wondering if you're getting the Microsoft "Sign In" box because the IP address may be in the DOS block list?
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Vahn Babigian Replied
Even with e DoS block deleted(turned off) we are getting the sign in requests (randomly). 
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Skillworks Replied
I have a server with 100users and not all users have a problem with MAPI, we think that only that users have mapi-Outlook open during update process are affected. 
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Gabriele Maoret - SERSIS Replied
Hi "tecnico", this is an interesting observation...

First of all, thank you for adding your voice to those reporting this serious issue!

That said, I'll point out that it looks the same here: the accounts with these issues are the ones that never close Outlook, then have it open during every update.

Our update sequence was 8251 > 8495 > 8496 > 8504, always with Outlook open on the affected user's PC

I don't know if this helps the ST team or if it's a coincidence, but it's another clue to investigate…
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
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Gabriele Maoret - SERSIS Replied
I would add that I can also confirm what Brian Bjerring-Jensen pointed out.

Also see this post for more clues to investigate this issue:
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
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Vahn Babigian Replied
The one variable between our installs and who sees the same problem or not might be our differing versions of Microsoft Server, .NET and IIS. Has anyone examined this as a variable to some of these Smartmail update issues?
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Mark Thornton Replied
So it seems there is an issue with Outlook being open during an upgrade... is this Outlook on the Desktop or Outlook Mobile? Do both cause the problem? I have a shot at limiting the number of desktops with Outlook open but the mobile phones are going to be a challenge.
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Brian Bjerring-Jensen Replied
A good option would be to be able to close the server for any connections on upgrades. That would eliminate that scenario.
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Gabriele Maoret - SERSIS Replied
@ Mark Thornton  : this issue is with MS Outlook desktop using MAPI (Exchange) protocol.

Outlook Mobile seems to work well.


Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
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Mark Thornton Replied
@ Brian Bjerring-Jensen , the upgrade process in the knowledgebase that I follow has me shut down the services, uninstall, then install the new version. Unless the install starts the services before the upgrade is completed, not sure how to do what you are suggesting.

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Brian Bjerring-Jensen Replied
Yup.
By the way... had to return to IMAP to get some decent functionality back for them. If you let the exchange account stay and add an IMAP then they have their calendar as well.

That is our current workaround until exchange functionality is restored.
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Vincent Sammons Replied
I am experiencing simular issues with EAS.
Vincent Sammons
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Michael Replied
Has anyone heard if a new Smarter Mail version that fixes Outlook/MAPI issues above is coming this week?
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Gabriele Maoret - SERSIS Replied
I have news of tests on a developer build that seems to work, but I don't know if this will be released this week or not...
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
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Brian Bjerring-Jensen Replied
If the slider that show you how much email is seen in the inbox is slided when outlook is open under account settings, will get a message stuck in the outbox for all outlook MAPI sessions related to that account.

Do it via the controlpanel when all outlook sessions are closed, then it doesnt matter.


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Brian Bjerring-Jensen Replied
8510 has been released. Anybody tried that yet??
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Michael Replied
Was about to deploy
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Gabriele Maoret - SERSIS Replied
I just installed the update to the new version 8510.

For now I can say that the INBOX seems to work fine, but I don't want to claim victory too soon.

I'll let you know how it goes...
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
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Brian Bjerring-Jensen Replied
Can you try a new profile on an account that had issues and see if it syncs like it should?? Using all on the time period slider??
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Gabriele Maoret - SERSIS Replied
The slider is set to sync ALL.

Tried an old profile that was having this issue AND a new profile.

It's working for now...
But I reserve the right to give further news in the coming days
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
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Brian Bjerring-Jensen Replied
I will update tonight and use the weekend for testing.
My clients cant handle anymore m,ail issues.
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Gabriele Maoret - SERSIS Replied
UPDATE... after the update I have another account (different from the one before) which now has the same defect...

Summary: the problem of the INBOX not synchronizing has been resolved for the account I reported initially, but now it has arisen for an account that before where used to work correctly...

To SmarterTools team: please check it URGENTLY (I detailed it on my ticket...)
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
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Trydon Lancaster Replied
I have found that initiating a "Resync User Protocols" seems to fix the Inbox syncing issue. Still early on so can't be absolutely certain but accounts that were showing "Last Updated...." and thus not syncing, after I pushed the slider up to sync all mail I closed Outlook, initiated the resync and then opened Outlook and it sync'd fine.

Doesn't help with the Microsoft Sign-In window popping up, however on a machine that I was getting that window very often it seems to come up once on opening Outlook and then doesn't come up again.

Again, time will tell.
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Gabriele Maoret - SERSIS Replied
Hi Trydon!!!

I will give it a try...
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
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Brian Bjerring-Jensen Replied
Is everybody running 64bit versions of office??
I changed ours to 32bit and it synced right away.No issues yet.


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Kyle Kerst Replied
Employee Post
Hi Brian good morning. Happy to hear the other accounts are in good order! For this new account; can you confirm it started syncing properly only on a 32 bit client? What happens if you add the account to a standard 64 bit install on the same machine? I’m curious if this might be an auto discover caching issue of some sort and so it’s possibly more related to the PC than the Office environment.
Kyle Kerst System/Network Administrator SmarterTools Inc. (877) 357-6278 www.smartertools.com
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Brian Bjerring-Jensen Replied
Its my own account and I cant run both on the same machine. On our server it still runs 64bit Office LTSC and has sync issues on new profiles with old accounts. Still running on 8504 though. Havent upgraded yet.
Still getting alerts regarding clock is off by 15 seconds. ANy way to disable that?
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Gabriele Maoret - SERSIS Replied
After "Resync user protocols", 8510 seems to work...

Finger crossed!
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
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Brian Bjerring-Jensen Replied
After 4hrs running the 32bit versions are even worse.Going to update the server before I change office versions again to see if its the server or clients that have issues.
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Ron Raley Replied
If we upgrade to the lastest version 8510, must we do anything to MAPI accounts?
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Brian Bjerring-Jensen Replied
Nope nothing.
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Gabriele Maoret - SERSIS Replied
Hi Ron!

By my experience, some accounts may need "Resync user protocols"...

Right now, everything seem to be OK after that.

But be aware, I have updated only a small onpremise server with only 16 accounts...
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
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Gabriele Maoret - SERSIS Replied
I updated the thread title to what I am seeing right now.

8510 seems to be ok right now (at least, to me. Please report any issue if you have one....), but I reserve to myself the right to give further news in the coming days
Gabriele Maoret - Head of SysAdmins at SERSIS Currently manages 6 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 5 on-premise for customers who prefer to have their mail server in-house)
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William Leaver Replied
We received the first report of this same problem with Build 8025 (back to 12/2021) on Windows 11 clients using Outlook. The only report so far comes from people in the client's organization that have upgraded to Windows 11. Other users are still fine with Windows 10.


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Brian Bjerring-Jensen Replied
8510 not showing inbox on new userprofile UNLESS you Resync All protocols on the account.
Then it shows right away.
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Ron Raley Replied
Can anyone else confirm Brian's issue.

Inbox not showing in Outlook MAPI on new user account creation?