After updating SmarterMail to the new BETA 8720 version (from 8706), some Outlooks (configured via MAPI) stopped receiving new emails.

Problem reported by Gabriele Maoret - SERSIS - 11/20/2023 at 1:12 AM

Submitted

After updating SmarterMail to the new BETA 8720 version (from 8706), some Outlooks (configured via MAPI) stopped receiving new emails.

In practice, Outlook seems to work correctly, except that the new emails received from SmarterMail immediately after the update (correctly visible in the INBOX via WebMail) do not synchronize with Outlook.

Now I'll do some tests, worst case scenario I'll try to downgrade to the previous version.

EDIT: after a more in-depth check, the problem occurred 2 days BEFORE the upgrade, so, I don't think it depends on this. Title edited.

Resync user protocols doesn't work.

Creating a new Outlook profile seems to solve the issue.

More details will come...

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)

12 Replies

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Tim Uzzanti Replied

11/20/2023 at 5:38 AM

Employee Post

We haven't had any reports of this and were not seeing any issues internally. Are they any exceptions in the logs related to these accounts? If you hit Sync Folder, does it work?

Tim Uzzanti

CEO

SmarterTools Inc.

(877) 357-6278

www.smartertools.com

Gabriele Maoret - SERSIS Replied

11/20/2023 at 7:24 AM

hi Tim!

For the moment this problem has only been reported to me by 1 user, so I think it is more his problem than SmarterMail's...

Furthermore, after a more in-depth check, the problem occurred 2 days BEFORE the upgrade, so, again, I don't think it depends on this.

I edited the post to reflect the new infos.

I will give you further details as soon as I can do more tests (for the moment he is using webmail)

Gabriele Maoret - Head of SysAdmins at SERSIS

Nick Jansen Replied

11/20/2023 at 8:16 AM

I didn't try 8706, but I upgraded from 8713 to 8720 and a couple of my MAPI users had to right click Inbox in Outlook, click Properties, and click Clear Offline Items for new messages to start showing up in their inbox again (all inbox messages were removed from Outlook and re-downloaded from the server after clicking that). Now everything is normal for all my users again.

We were on 8720 when they told me about the problem, but they may have had it for the short time we were on 8713 too.

Tim Uzzanti Replied

11/20/2023 at 8:34 AM

Employee Post

Do you see any exceptions in the MAPI logs prior to Clearing Offline Items?

Tim Uzzanti

CEO

SmarterTools Inc.

(877) 357-6278

www.smartertools.com

Nick Jansen Replied

11/20/2023 at 10:16 AM

@Tim Uzzanti One affected user had this pair of messages in the MAPI log (I removed the user's email address and the message subjects), just this one time shortly before we used the Clear Offline Items button, and the other user didn't have anything in the MAPI log.

09:19:31.252 [{E47EF4B3-62D6-43DE-A1CE-D6FCB5A79DEF}:18] Email Property Error: PidTagTransportMessageHeaders [Caller: user@example.com Owner: user@example.com Folder: Inbox FolderId: 40008 Mid: 28168832 Uid: 19644 Subject: <the subject of an email message was here>]
Exception: System.IndexOutOfRangeException: Index was outside the bounds of the array.
   at SmarterMail.Protocols.Properties.EmailPropertyReader.get_PidTagTransportMessageHeaders()
   at SmarterMail.Protocols.Properties.EmailPropertyReader.get_Item(PropertyTag pidTag)
09:19:31.275 [{E47EF4B3-62D6-43DE-A1CE-D6FCB5A79DEF}:18] Email Property Error: PidTagTransportMessageHeaders [Caller: user@example.com Owner: user@example.com Folder: Inbox FolderId: 40008 Mid: 28168830 Uid: 19646 Subject: <the subject of a different email message was here>]
Exception: System.IndexOutOfRangeException: Index was outside the bounds of the array.
   at SmarterMail.Protocols.Properties.EmailPropertyReader.get_PidTagTransportMessageHeaders()
   at SmarterMail.Protocols.Properties.EmailPropertyReader.get_Item(PropertyTag pidTag)

Gabriele Maoret - SERSIS Replied

11/22/2023 at 4:16 AM

More users are complaining...

Rebuild user doesn't solve

Reindex user doesn't solve

Resync protocols doesn't solve

Reconfigure Outlook doesn't solve

Downgrade SM seems to be the solution.

unfortunately I can't open a ticket to give RSAA access to affected users because I have to downgrade to solve complianing..

Gabriele Maoret - Head of SysAdmins at SERSIS

Zach Sylvester Replied

11/22/2023 at 7:10 AM

Employee Post

Hi Gabriele,

Hope you're doing well! I was thinking of a way that could help us resolve the issue you're having with MAPI. Here's what we could do - we could create a ticket and kindly request you to share your data with us. Once we have the data, we can install the same version of SmarterMail that you're using then do an upgrade and check if the MAPI sync is broken. It's a simple test, but we need your cooperation to proceed with it. If you're up for it, please feel free to open a ticket and we'll take it from there.

Thanks,

Zach Sylvester

System/Network Administrator
SmarterTools Inc.

(877) 357-6278

www.smartertools.com

Gabriele Maoret - SERSIS Replied

11/22/2023 at 10:05 AM

Hi Zack.

Tomorrow (if I have a bit of free time...) I'll collect the users info and send it to you to do some tests.

Gabriele Maoret - Head of SysAdmins at SERSIS

Andrea Free Replied

11/22/2023 at 10:11 AM

Employee Post

Hi all,

I'm sorry to hear that you're experiencing some trouble with MAPI on Build 8720. If you happen to experience this issue, please open a support ticket so we can take a look firsthand. If you're eager to get it resolved on your own, I'd just ask that you please take a Fiddler trace before any corrective measures (such as Resync User Protocols, Clear Offline Properties, etc.). That way, we still have some data available that may give us an idea of what's causing the sync to break.

If your user can't receive new email in Outlook, you would open Fiddler, send an email from webmail, and wait for it to sync to Outlook. If it doesn't, click Update Folder in Outlook. Then, save the Fiddler session so we can review what happened behind the scenes while that sync was attempted.

Thank you!

Andrea Free
SmarterTools Inc.
877-357-6278
www.smartertools.com

Gabriele Maoret - SERSIS Replied

11/22/2023 at 11:43 PM

After even more testing and a few days, other users started experiencing the problem.

It seems that the problem is not only that new emails do not appear in Outlook, but in addition to this, emails that were previously visible also disappear (at random).

In webmail, however, everything is there, but emails that disappear from Outlook are marked as "read" even if they weren't.

Downgrading to the old version seems to fix the problem and the emails "reappear" in Outlook, but the ones that were mistakenly marked as "read" remain that way.

In the new 8726 release I see this:

FIXED: Issue that could cause Outlook MAPI to not automatically sync new emails.

So, have you found (and fixed...) a bug related to the issue that I have described here?

Gabriele Maoret - Head of SysAdmins at SERSIS

Tim Uzzanti Replied

Yesterday at 8:11 AM

Employee Post

Nick's issue is resolved. We are not sure if that will resolve your issue Gabriele. We are unable to replicate the issue and would love to get more information.

Tim Uzzanti

CEO

SmarterTools Inc.

(877) 357-6278

www.smartertools.com

Gabriele Maoret - SERSIS Replied

Yesterday at 8:34 AM

Hi Tim, thanks!

In the next few days I hope to have time to collect data from a couple of accounts that have had this problem with the 8720, so I can send it to you to test and see if you can replicate it.

But it's several dozen GB so I don't know if I'll be able to do it...

Otherwise I'll try to update to the very latest version and see if my case is the same as Nick's, and thus solved...

Gabriele Maoret - Head of SysAdmins at SERSIS

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