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  1. Z-Push
  2. ZP-1170

Outlooks 2013+ can loop on inconsistent data


    • Type: Improvement
    • Status: Closed
    • Priority: Highest
    • Resolution: Fixed
    • Affects Version/s: 2.3.4
    • Fix Version/s: BACKLOG
    • Component/s: None
    • Labels:


      This behaviour has been observed with OL 2013+ and BB 10 sync.

      A folder becomes unavailable, e.g. because it was deleted the Sync of such a folder triggers a FolderSync request.

      There are various scenarios where this can happen:
      1. It seems when using Kopano WebApp and "empty folder" no events for folders are exported. This was a Z-Push bug (fixed): ZP-1179
      2. An OL profile setup with Z-Push 2.2.x (with long folderids) is not recreated after the upgrade to 2.3.x
      3. shared folders are not synchronized anymore in a case of resync (server side state loss or requested resync while already in a resync cycle)

      Any of these trigger again a FolderSync in the next Sync as the folder is still not known.
      ProcessLoopDetection kicks in but also a FolderSync with SyncKey 0 does not resolve the issue. Even the folder not being in the folder list anymore after the hierarchy resync, these clients insists in syncing it!!

      This issue doesn't solve itself. The only other known remedy is to recreate the profile (very bad user experience!).

      It's the same behaviour observed when migrating from 2.2.x to 2.3.x where we want to migrate devices to short folder ids. Some old AS folders (with long ids) simply stay in the list. This is the same root issue that requires new profiles for OL+BB when upgrading (related to ZP-849).

      If we loop between "Sync: folder not found" and "FolderSync" we should manually trigger a FolderDelete event for the folder from Z-Push. This is the only way to solve the loop. While this approach works, Outlook seems to have an internal fallback that then only synchronizes the main folders, ignoring all subfolders.

      Atm, there is no codeable solution for this. This can probably only be solved via KOE, that detects not matching folder list and looping syncs.

      A manual solution for this is to remove the OST file and restart Outlook. Then OL starts from scratch with the sync

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                • Assignee:
                  Sebastian Sebastian Kummer
                  Sebastian Sebastian Kummer
                • Votes:
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