Issue with Folder Synchronization and Missing Emails on Android (Exchange ActiveSync)

Problem reported by Roger - Today at 3:45 PM

Submitted

Dear SmarterMail Support Team

I am writing to report a synchronization issue regarding your Exchange ActiveSync (EAS) implementation on Android devices.

Problem Description:
One of our clients using Samsung Galaxy devices with the native Samsung Email app has reported inconsistent mailbox states. Specifically, emails are frequently not in sync across different folders, and some messages appear to be "missing" from folders on the mobile device, even though they are visible in the Webmail interface.

Our Testing & Reproduction:
To investigate this, we conducted several tests using an Android device with the Nine email app (which is known for its robust EAS implementation). During our testing, we repeatedly moved an email from the Inbox to a subfolder and back to the Inbox.

We were able to reproduce the issue:
- In the Webmail interface, the email is correctly located in the respective folder.

- However, on the mobile device (connected via Exchange), the email is occasionally not displayed within that folder, even after a manual refresh.

- The folder structure appears to sync, but the message count and visibility within those folders remain inconsistent.

Environment:
- Server: SmarterMail Enterprise 9560
- Protocol: Exchange ActiveSync (EAS)
- Client Devices: Various Samsung Galaxy models (S24 series)
- Apps tested: Samsung Email, Nine

Could you please let us know if this is a known issue with the current EAS version or if there are specific server-side settings (such as cache indexing or heartbeat intervals) we should adjust to ensure real-time consistency between the server and Android clients?

Ticket-Number: 115-314A11BC-0060 - reported 03/16/2026

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