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SM 8825: importing a .PST file into a new user with Outlook MAPI causes conflicts issue, seems due to the colored categories
Problem reported by Gabriele Maoret - SERSIS - 3/2/2024 at 2:19 AM
Submitted
I'm on SmarterMail 8825.

I just created a user completely from scratch.

In the user's PC I created a NEW MS Outlook profile (MS Office 2021) and connected it via MAPI to the new SmarterMail user --> all OK (naturally this user is empty)

So in Outlook I launched "import from file" and imported that client's old PST (previously he was using POP3 from another provider).

At first everything seems fine, the PST was imported correctly and Outllok syncs with SmarterMail.

I can see the same item in Outllok and in WebMail and Outlook says "all folders are up to date":






But after a while the view in Outlook changes and every email has a conflict error (while WebMail seems to be OK):




Resynchronizing all the protocols does not solve the problem (indeed, I lose some data because I no longer see the color categories even in WebMail...)


What could it depend on?
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)

7 Replies

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3
Gabriele Maoret - SERSIS Replied
3/2/2024 at 2:28 AM
I have a suspicion: it seems that the problem concerns the color categories...

It seems like SmarterMail doesn't store them properly...

I noticed this because, since everything seemed OK in the webmail, I redid the entire procedure described above FROM scratch, but without doing the Resync All Protocols

Now that I have the WEBMAIL again, with all the correct data (including the colored categories, as shown in the image in the previous post), I to completely delete the Outlook profile (following the guide).

Then I created a new Outlook profile from scratch and synchronized it with SmarterMail via MAPI.

Now everything works without Conflict Errors, but again I lost all the Colored Categories, both in WebMail and in Outlook, as you can see in the images here:



NOTA I'm on MS Outlook LTSC 2021, Italian Version, 64bit
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)
2
Oliver Replied
3/2/2024 at 1:23 PM
Hello Gabriele,

I had the same problem when creating a new mailbox and then importing the pst via Outlook.

However, the conflict error occurred randomly for me. The mailbox contains subfolders. In some folders there were some mails with conflict errors in some without any, as well as in the Inbox and Sent Items. There are no labels in the mailbox.

I suspected the speed of the import in Outlook.

Today there was a conflict but in a different way.
I have connected the mailbox in my Outlook 2021 via MAPI. I also have some POP3 mailboxes from which mails are moved by rule into folders in the MAPI mailbox. I have now also received the first conflict here.

So it seems to be a deeper problem.
I am currently still using version 8818.

Best Regards
Oliver
0
Oliver Replied
3/4/2024 at 11:55 AM
The problem also exists if you copy several mails (approx. 50) in a MAPI account under Outlook from one folder to another.
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Kyle Kerst Replied
3/4/2024 at 4:44 PM
Employee Post
Hi Gabriele! I'm not seeing these behaviors in my tests here so I wanted to ask a couple of quick questions: 

- What version of Outlook was this PST exported from originally?
- Is this PST generated from data stored on a SmarterMail server, another Exchange server type, or local data?
- Did the user who exported the PST file modify the original color categories from defaults?
- If you attempt to import that PST file into an Exchange-based account; do you get the same error? (If you open a ticket on this issue and mention me I can get that tested for you.)

Thanks Gabriele!
Kyle Kerst System/Network Administrator SmarterTools Inc. (877) 357-6278 www.smartertools.com
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Gabriele Maoret - SERSIS Replied
3/6/2024 at 2:20 AM
- What version of Outlook was this PST exported from originally? 2013 ITALIAN

- Is this PST generated from data stored on a SmarterMail server, another Exchange server type, or local data? is from an Outlook with POP3 profile, no other servers.


- Did the user who exported the PST file modify the original color categories from defaults? NO

- If you attempt to import that PST file into an Exchange-based account; do you get the same error? Tested with OVH MS Exchange servers: all OK, this issue is only with SmarterMail
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)
0
Kyle Kerst Replied
3/6/2024 at 6:33 AM
Employee Post
Thanks Gabriele, that gives me some ideas. I'll see if I can replicate this in house and let you know.
Kyle Kerst System/Network Administrator SmarterTools Inc. (877) 357-6278 www.smartertools.com
0
Michael Replied
3/6/2024 at 9:16 AM
We're seeing similar conflict issues when setting flag in Outlook, then clearing flag in Webmail. The Outlook message is showing Conflict.
Potentially flagging and categories behaving similarly. 
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