Mobile sync issue with 10.0.1

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gardais
Posts: 16
Joined: Sun Sep 01, 2019 5:24 pm

Mobile sync issue with 10.0.1

Post by gardais »

Hi,

Since 10.0.1 patch, mobile sync is totally KO.
Neither iPhone nor Android phones can retrieve or send email through ActiveSync.

The Mobile tab of the Global Settings fails with a server error "UNKNOWN DOCUMENT : GetDeviceStatusRequest Error Code : service.UKNOWN_DOCUMENT Method: [unknown] details:spa:Sender"
Trying to access a user's mobile setting with the admin console raise the same error.
Trying to access a user's mobile setting from the webmail preferences raise the same error.

com_zimbra_mobilesync is at version 8.0.0

How to solve this ?

Thanks.
BradC
Outstanding Member
Outstanding Member
Posts: 265
Joined: Tue May 03, 2016 1:39 am

Re: Mobile sync issue with 10.0.1

Post by BradC »

I had this come up while I was trying some 9->10 migrations on a staging server. I have no idea how it happened. I blew away the server and started again and couldn't reproduce it. Looking at my notes, after doing the 9->10 upgrade I did an "apt upgrade" without having manually installed the zimbra-patch package. So that probably broke things.
yogesh.dasi
Zimbra Employee
Zimbra Employee
Posts: 54
Joined: Tue Oct 18, 2022 11:22 am

Re: Mobile sync issue with 10.0.1

Post by yogesh.dasi »

@gardais
Looks like the active sync extension didn't load causing the error, could you try mailbox restart and check the mailbox.log for any error related to active sync extension loading.
gardais
Posts: 16
Joined: Sun Sep 01, 2019 5:24 pm

Re: Mobile sync issue with 10.0.1

Post by gardais »

zmmailboxdctl restart fixes the issue

iPhone can now sync received emails and send new ones.

However, Androids can only receive but new emails are not sent from the device.
This behavior was seen with 10.0.0 too.
yogesh.dasi
Zimbra Employee
Zimbra Employee
Posts: 54
Joined: Tue Oct 18, 2022 11:22 am

Re: Mobile sync issue with 10.0.1

Post by yogesh.dasi »

Which android app are you using as mail client on device?
Could you check /opt/zimbra/log/sync.log & /opt/zimbra/log/mailbox.log for any errors when you are sending emails from devices and if you can share any error showing in there.
jhurley
Zimbra Employee
Zimbra Employee
Posts: 34
Joined: Wed Apr 27, 2016 7:04 pm

Re: Mobile sync issue with 10.0.1

Post by jhurley »

Another option is to redeploy the mobile zimlet, then restart the mailboxdctl

zmzimletctl undeploy com_zimbra_mobilesync
zmzimletctl deploy com_zimbra_mobilesync.zip
zmmailboxdctl restart

If this does not resolve your issue, open a support case and the team will assist to find out the cause.
shruti.gupta
Zimbra Employee
Zimbra Employee
Posts: 23
Joined: Wed Apr 12, 2023 6:22 am

Re: Mobile sync issue with 10.0.1

Post by shruti.gupta »

Can you please also try to re-add the account on android app?
Hope it resolves the issue since ios is working fine.
jurriaan
Posts: 9
Joined: Mon Sep 18, 2023 7:39 am

Re: Mobile sync issue with 10.0.1

Post by jurriaan »

Upgraded to 10.0.2, patched to 10.0.4
- Iphones, work, but Android's do not work (several Android versions)
- undeploy/deploy com_zimbra_mobilesync doesn't change anything
- tried to disable/suspend the mobile accounts, nothing changes

/opt/zimbra/log/sync.log

Code: Select all

2023-09-19 10:57:42,310 WARN  [qtp360067785-550:https://my.domain.com/Microsoft-Server-ActiveSync?oRQJBBBOaW5lNzkzNTk1MjgwQTMyAAdBbmRyb2lkBwEA] [ip=192.168.175.3;] sync - Cannot decode base64 request: oRQJBBBOaW5lNzkzNTk1MjgwQTMyAAdBbmRyb2lkBwEA Invalid parameter value for Options; value: [B@24bc1c3a
2023-09-19 10:57:42,310 INFO  [qtp360067785-550:https://my.domain.com/Microsoft-Server-ActiveSync?oRQJBBBOaW5lNzkzNTk1MjgwQTMyAAdBbmRyb2lkBwEA] [ip=192.168.175.3;] sync - HTTP/1.1 400 Invalid parameter value for Options; value: [B@24bc1c3a
2023-09-19 10:57:42,518 WARN  [qtp360067785-565:https://my.domain.com/Microsoft-Server-ActiveSync?oRQJBBBOaW5lNzkzNTk1MjgwQTMyAAdBbmRyb2lkBwEA] [ip=192.168.175.3;] sync - Cannot decode base64 request: oRQJBBBOaW5lNzkzNTk1MjgwQTMyAAdBbmRyb2lkBwEA Invalid parameter value for Options; value: [B@d88576a
2023-09-19 10:57:42,518 INFO  [qtp360067785-565:https://my.domain.com/Microsoft-Server-ActiveSync?oRQJBBBOaW5lNzkzNTk1MjgwQTMyAAdBbmRyb2lkBwEA] [ip=192.168.175.3;] sync - HTTP/1.1 400 Invalid parameter value for Options; value: [B@d88576a
2023-09-19 10:57:42,724 WARN  [qtp360067785-561:https://my.domain.com/Microsoft-Server-ActiveSync?oQkJBBBOaW5lNzkzNTk1MjgwQTMyAAdBbmRyb2lkBwEA] [ip=192.168.175.3;] sync - Cannot decode base64 request: oQkJBBBOaW5lNzkzNTk1MjgwQTMyAAdBbmRyb2lkBwEA Invalid parameter value for Options; value: [B@54ed08a5
2023-09-19 10:57:42,724 INFO  [qtp360067785-561:https://my.domain.com/Microsoft-Server-ActiveSync?oQkJBBBOaW5lNzkzNTk1MjgwQTMyAAdBbmRyb2lkBwEA] [ip=192.168.175.3;] sync - HTTP/1.1 400 Invalid parameter value for Options; value: [B@54ed08a5
2023-09-19 10:57:43,046 INFO  [qtp360067785-550:https://my.domain.com/Microsoft-Server-ActiveSync] [ip=192.168.175.3;] sync - OPTIONS Microsoft-Server-ActiveSync?null
2023-09-19 10:57:43,046 INFO  [qtp360067785-550:https://my.domain.com/Microsoft-Server-ActiveSync] [ip=192.168.175.3;] sync - HTTP/1.1 200 OK
2023-09-19 10:57:43,278 INFO  [qtp360067785-565:https://my.domain.com/Microsoft-Server-ActiveSync?Cmd=Provision&User=jurriaan%40domain.com&DeviceId=Nine79359528XXXX&DeviceType=Android] [name=jurriaan@domain.com;mid=1;ip=192.168.175.3;DeviceID=Nine79359528XXXX;Cmd=Provision;Version=16.1;] sync - HTTP/1.1 400 Can't process message
2023-09-19 10:57:43,279 WARN  [qtp360067785-565:https://my.domain.com/Microsoft-Server-ActiveSync?Cmd=Provision&User=jurriaan%40domain.com&DeviceId=Nine79359528XXXX&DeviceType=Android] [name=jurriaan@domain.com;mid=1;ip=192.168.175.3;DeviceID=Nine79359528XXXX;Cmd=Provision;Version=16.1;] sync - Bad Request : system failure: failed to update device information for device Nine79359528XXXX
2023-09-19 10:57:43,466 INFO  [qtp360067785-565:https://my.domain.com/Microsoft-Server-ActiveSync?Cmd=Provision&User=jurriaan%40domain.com&DeviceId=Nine79359528XXXX&DeviceType=Android] [name=jurriaan@domain.com;mid=1;ip=192.168.175.3;DeviceID=Nine79359528XXXX;Cmd=Provision;Version=16.1;] sync - HTTP/1.1 400 Can't process message
2023-09-19 10:57:43,466 WARN  [qtp360067785-565:https://my.domain.com/Microsoft-Server-ActiveSync?Cmd=Provision&User=jurriaan%40domain.com&DeviceId=Nine79359528XXXX&DeviceType=Android] [name=jurriaan@domain.com;mid=1;ip=192.168.175.3;DeviceID=Nine79359528XXXX;Cmd=Provision;Version=16.1;] sync - Bad Request : system failure: failed to update device information for device Nine79359528XXXX
2023-09-19 10:57:43,649 INFO  [qtp360067785-565:https://my.domain.com/Microsoft-Server-ActiveSync?Cmd=FolderSync&User=jurriaan%40domain.com&DeviceId=Nine79359528XXXX&DeviceType=Android] [name=jurriaan@domain.com;mid=1;ip=192.168.175.3;DeviceID=Nine79359528XXXX;Cmd=FolderSync;Version=16.1;] sync - device provisionable: true, device status: 6 (1 means okay), policyKey: null, device policy update required: true
2023-09-19 10:57:43,649 INFO  [qtp360067785-565:https://my.domain.com/Microsoft-Server-ActiveSync?Cmd=FolderSync&User=jurriaan%40domain.com&DeviceId=Nine79359528XXXX&DeviceType=Android] [name=jurriaan@domain.com;mid=1;ip=192.168.175.3;DeviceID=Nine79359528XXXX;Cmd=FolderSync;Version=16.1;] sync - HTTP/1.1 449 Retry after sending a PROVISION command
jurriaan
Posts: 9
Joined: Mon Sep 18, 2023 7:39 am

Re: Mobile sync issue with 10.0.1

Post by jurriaan »

Solution for now, we moved over to Iphone.
Hopefully this post is usefull for others.
jurriaan
Posts: 9
Joined: Mon Sep 18, 2023 7:39 am

Re: Mobile sync issue with 10.0.1

Post by jurriaan »

Great, the problem seems to be the mail apps too.
Iphones native app works fine, but our favorite exchange app Nine mail / Nine Folders throws the error below on Iphone:
(This wasn't the case with everything <Zimbra 10).

Code: Select all

2023-09-20 08:52:20,717 INFO  [qtp360067785-4193:https://my.domain.com/Microsoft-Server-ActiveSync?Cmd=Provision&User=jurriaan%40domain%2Ecom&DeviceId=Nine3839A8EXXXXX&DeviceType=iPhone] [name=jurriaan@domain.com;mid=1;ip=192.168.XX.XXX;DeviceID=Nine3839A8EXXXXX;Cmd=Provision;Version=14.1;] sync - HTTP/1.1 400 Can't process message
2023-09-20 08:52:20,717 WARN  [qtp360067785-4193:https://my.domain.com/Microsoft-Server-ActiveSync?Cmd=Provision&User=jurriaan%40domain%2Ecom&DeviceId=Nine3839A8EXXXXX&DeviceType=iPhone] [name=jurriaan@domain.com;mid=1;ip=192.168.XX.XXX;DeviceID=Nine3839A8EXXXXX;Cmd=Provision;Version=14.1;] sync - Bad Request : system failure: failed to update device information for device Nine3839A8EXXXXX
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