Problems Synchronizing ZXMobile with Blackberry Q10
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Thread: Problems Synchronizing ZXMobile with Blackberry Q10

  1. #1
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    Problems Synchronizing ZXMobile with Blackberry Q10

    Having issues on synchronization between zxmobile with blackberry q10, receiving intermittent connection errors as well as messages not up to date, mailbox sync stops at 2 weeks old. No issues on IOS and Andriod Devices.

  2. #2
    ZeXtras Community Manager ZeXtras Employee Cine's Avatar
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    Hello Marnelle!

    Please report the informations described on sections #3.1 and #3.7 of the "How to report a ZeXtras Suite issue" guide... Feel free to email any logs to community@zextras.com.

    Have a nice day,
    Cine
    the ZeXtras Team

  3. #3
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    a precise description of the issue - Blackberry Q10 Intermittently displaying "Account Info Needed - Your account is no longer synchronized with the device"
    steps to reproduce the issue - create ActiveSync Account on BBQ10, after a couple of hours the alert will be displayed on the notification center
    your Zimbra version Zimbra Verison 8.0.6_GA_5922.FOSS December 03. 2013
    your ZeXtras Suite/ZxMig version ( as the zimbra user run: "zxsuite/zxmig core getVersion" )
    $ zxsuite core getversion
    zextras_version 1.8.12
    zextras_target 8.0.6
    zextras_commit d9c37ee146f9127226615a9272e1b60088cb8a35
    zextras_lib_version 1.0.0
    zextras_lib_commit 1f3bbb5cd549a3646406b92abf7a8b0deb52ad40

    your OS, its version and architecture Linux zimbra 3.8.0-29-generic #42~precise1-Ubuntu SMP Wed Aug 14 16:19:23 UTC 2013 x86_64 x86_64 x86_64 GNU/Linux
    the number of servers in your Zimbra infrastructure One Server
    the number of mailbox server in your Zimbra infrastructure 534 Licensed Mailboxes 687
    for GUI related issues, the browser you were using when experiencing the issue and its version
    for ZxChat Zimlet issues, the ZxChat Zimlet version

    Quote Originally Posted by Cine View Post
    Hello Marnelle!

    Please report the informations described on sections #3.1 and #3.7 of the "How to report a ZeXtras Suite issue" guide... Feel free to email any logs to community@zextras.com.

    Have a nice day,
    Cine
    the ZeXtras Team

  4. #4
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    Account Logger attached

    jessie.payuyo.txt

  5. #5
    ZeXtras Community Manager ZeXtras Employee Cine's Avatar
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    Hello Marnelle!

    It looks like there is a synchronization issue caused by a single item in the Inbox folder.
    A quick solution would be to move all items that should be synchronized according to the settings on the client from the inbox to another folder and move them 1 by 1 back to the Inbox until one of those items is not synchronized automatically, but If you create the account logger in "debug" mode and send the file to community@zextras.com I'll be more than glad to help you finding the troublesome item.

    Have a nice day,
    Cine
    the ZeXtras Team

  6. #6
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    Hello Cine,

    Unfortunately the debug logfile is 22MB zipped, please advise how I can send it to you

  7. #7
    ZeXtras Community Manager ZeXtras Employee Cine's Avatar
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    Hello Marnelle!

    Any kind of HTTP/FTP/Filesharing service is good, or even a Zimbra Briefcase...

    Have a nice day,
    Cine
    the ZeXtras Team

  8. #8
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    Hello Cine,

    Here's the logfile ([link removed - Cine])
    Last edited by Cine; 02-25-2014 at 09:25 AM.

  9. #9
    ZeXtras Community Manager ZeXtras Employee Cine's Avatar
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    Hello Marnelle,

    I downloaded the file and will have a look at it ASAP!

    Have a nice day,
    Cine
    the ZeXtras Team

  10. #10
    ZeXtras Community Manager ZeXtras Employee Cine's Avatar
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    Hello Marnelle!

    I've had a look at the file, but since both the WindowSize and the Synchronization Timespan are quite large I can't be very accurate...

    The item causing the sync to loop is one of the following:


    31250, 31251, 31248, 31249, 31255, 31252, 31253, 31258, 31259, 31256, 31257, 31262, 31263, 31260, 31261, 31265, 31264, 31266, 31268, 31270, 31273, 31272, 31275, 31277, 31278, 31108, 31110, 31111, 31138, 31139, 31137, 31107, 31132, 31135, 31134, 31129, 31128, 31131, 31130, 31125, 31124, 31127, 31126, 31102, 31121, 31120, 31100, 31123, 31101, 31122

    In order to find the specific item, proceed as follows:

    - Run the following search in the user's ZWC
    Code:
    in:Inbox item:31250,31251,31248,31249,31255,31252,31253,31258,31259,31256,31257,31262,31263,31260,31261,31265,31264,31266,31268,31270,31273,31272,31275,31277,31278, 31108,31110,31111,31138,31139,31137,31107,31132,31135,31134,31129,31128,31131,31130,31125,31124,31127,31126,31102,31121,31120,31100,31123,31101,31122
    - Create a new folder and move all the search results to the newly created folder.
    - Keep an eye on the account logger file and wait for any residual sync to be completed.
    - Start moving emails back to the Inbox one by one starting from the oldest, and wait for the item to be synchronized.
    - Once an item is not synchronized, move the second-to-last item back on the folder you created. If the last item you moved synchronizes correctly, the second-to-last is the troublesome one. If not, the last item you moved is the culprit.
    - Proceed this way until all items except for the troublesome ones are correctly synchronized.

    Once you are done, feel free to send the .eml files of any troublesome item to community@zextras.com so that we'll be able to find out why the item was not syncrhonized.

    Have a nice day,
    Cine
    the ZeXtras Team

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