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~Cheryl Lopponekonyakoi
Dec 2, 2013, 4:31 PM
33 Posts

Traveler not syncing mail but contacts and calendar

  • Category: Notes Traveler
  • Platform: All Platforms
  • Release: 9.0.1
  • Role: Administrator
  • Tags:
  • Replies: 3

Hi,

I, or to be exact: a customer, have a problem I cannot figure out.

There is only one user not able to sync his BlackBerry Z10 device with his Inbox using Traveler 9.0.1. For a lot of other users (with same device) it works.

Interestingly he can sync his contacts and calendar entries. Only his mail do not get to his device. The device already has been switched several times. Other users were able to use his device perfectly. While analyzing the traveler logs, I could not find any error messages even when setting log level to "fine". The sync info seems to tell me that the Traveler server just does not recognize any email it should sync. It always says something like this:

"11/26 13:19:08.750" "local-IP server-IP" DS-12c0[352412] "username" "url" dm 200 93 "RIM-Z10-STL100-2/10.2.0.1791" DevicePIN 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

even when new mail has arrived.

I created a user dump, which tells me that the server has enough rights to sync with maildatabase and email-sync is activated. Other than that I am not sure how to interpret what I am seeing.

If I pick out the following record, it seems to me that emails are found, but not synced. Is that correct?

LGUID: 390942     BACKEND_GUID: 748FD1115AC858ABC1257C32003595E8  TYPE: EMail     FOLDER: 6717D46922EBAC0548256F33001CE506

LGUID: 390942 ModTimeInGud: 1385991439 ModTimeInDevice: 1385718332 ModTimeInBe:1385718332020 FolderGudRecordId: 349171 Caches: 2, 1, 1385718331 Type: 5159 Folder: 5154 Hashcode: 591860259
  349163: Device-PIN timeSyncInDevice: 0 time_sent:0 DeviceRecordId: null tsTaggedForSlowSync: 0 mChangeData: 0 mChangeMove: 0 mChangeRead: 0 mFolder:349171 mType:5159

Can anybody help me with documentation how to read the user dump?

Any idea, why the emails might not be syncing?

Thank you very much,

Manuel

~Cheryl Lopponekonyakoi
Dec 9, 2013, 11:42 AM
33 Posts
Inbox folder not synced

Hi,

There is something new.

After analysing the logs in more detail it seems that the inbox folder is not synced to the device, so that the mail cannot be added to that folder.

Does anybody know, how that can happen?

I opened a PMR with IBM, but they were not yet able to find something.

/Manuel

~Alexis Quetjipyter
Dec 10, 2013, 5:19 PM
46 Posts
What if he try to send a mail?

I guess he's seeing his inbox empty or with just a few mails.

 

So, what happen if he try to send a new mail from his Z10?

 

I had problems with 3 users from the same server, Traveler seems to be OK, but mails were not coming to the device, sending was working though. I solved it by running a fixup on the users' mail database and then I made a reset on each device. I don't know if it could be a similar case, but it won't hurt to try.

~Cheryl Lopponekonyakoi
Dec 12, 2013, 9:05 AM
33 Posts
E-Mail arrives correctly

Hi Andres,

Thank you for your thoughts. Yes, you are right it does not hurt to try. So we did ;)

Sending from the device works, contact sync works, calendar sync works. Everything except e-mail sync/push works.

We also tried fixup, compact, updall. A new template - even a completely new maildatabase did not work.

Thanks again.

Manuel


This forum is closed to new posts and responses. Individual names altered for privacy purposes. The information contained in this website is provided for informational purposes only and should not be construed as a forum for customer support requests. Any customer support requests should be directed to the official HCL customer support channels below:

HCL Software Customer Support Portal for U.S. Federal Government clients
HCL Software Customer Support Portal