Problem with activesync, TOMBSTONES_EXPIRED

[mrezek]

Hi,

we have had problems with activesync on some users for the last month.
The user can't sync account and I see in sync.log

2024-10-15 00:04:02,365 WARN [qtp1473611564-582:https://HOSTNAME/Microsoft-Server-Activ ... pe=Outlook] [name=USERNAME@DOMAIN;mid=77;ip=IP;DeviceID=cac0b8dc4f0f4ao8465134f2b14b90b0;Cmd=FolderSync;Version=16.1;] sync - Mailbox access error for user USERNAME@DOMAIN
com.zimbra.cs.mailbox.MailServiceException: sync token too old; tombstones have already been expired
at com.zimbra.cs.mailbox.MailServiceException.TOMBSTONES_EXPIRED(MailServiceException.java:625) ~[zimbrastore.jar:10.0.9_GA_4654]

I resync without success.
Zimbra version is 10.0.10.GA.4518

Thank you in advance for your help
Martin

[L. Mark Stone]

Hi,

we have had problems with activesync on some users for the last month.
The user can't sync account and I see in sync.log

2024-10-15 00:04:02,365 WARN [qtp1473611564-582:https://HOSTNAME/Microsoft-Server-Activ ... pe=Outlook] [name=USERNAME@DOMAIN;mid=77;ip=IP;DeviceID=cac0b8dc4f0f4ao8465134f2b14b90b0;Cmd=FolderSync;Version=16.1;] sync - Mailbox access error for user USERNAME@DOMAIN
com.zimbra.cs.mailbox.MailServiceException: sync token too old; tombstones have already been expired
at com.zimbra.cs.mailbox.MailServiceException.TOMBSTONES_EXPIRED(MailServiceException.java:625) ~[zimbrastore.jar:10.0.9_GA_4654]

I resync without success.
Zimbra version is 10.0.10.GA.4518

Thank you in advance for your help
Martin

Recommend you open a Support Case with Zimbra for this.

I would suggest that when this happens, run as root /opt/zimbra/libexec/zmdiaglog -a -z -j

Then, when you open the Support Case, mention that you have run zmdiaglog, and ask for a Vault so you can upload the output.

This should help expedite the case.

Hope that helps,
Mark