MS Outlook 365 MAPI synchronization issues

Problem reported by Gabriele Maoret - SERSIS - Today at 2:33 AM

Submitted

Some (a few, and mostly from a single domain) users report to me that they often don't see emails in MS Outlook 365 (connected to SmarterMail via MAPI) that are actually there in SmarterMail's webmail.

Of course, this is a BIG problem for them because they use MS Outlook and may not see important emails (they only notice when someone calls them to see why they haven't replied).

At this point, if they do a RESYNC ALL DEVICES command from the SmarterMail web interface, the missing emails slowly appear in Outlook (I've seen it happen firsthand).

Then, after a while, they notice again that some random emails are NOT in Outlook... And so on...

I don't understand why, especially since most users don't have these problems...

It doesn't depend exclusively on the PC or the Internet connection, because the users are different, even in geographically distant locations, with different configurations...

This has been happening for a long time and has never been fixed in the various SmarterMail updates...

Fortunately, only a few users have this problem.

Does anyone have any suggestions?

Gabriele Maoret - Head of SysAdmins and CISO at SERSIS

Currently manages 7 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 6 on-premise for customers who prefer to have their mail server in-house)

2 Replies

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Roger Replied

Today at 6:10 AM

We have the same problem from time to time

J. LaDow Replied

Today at 6:43 AM

Just a thought - but it seems that whenever these issues crop up and it's limited to specific users or a domain, that there is corruption somewhere in the user or domain's configuration JSON files (most likely from an old update) that never was recovered from and has perpetuated on over time...

MailEnable survivor / convert --

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