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nhoague

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Hello,

We have a number of iPhones on our Connect install using the ActiveSync portocol. Quite often we have users complaining that they can't delete messages on the iPhone. We get the message saying "Unable to Move Message The message could not be moved to the mailbox Trash." Upon looking in Connect logs we see this immediately after attempting to delete one of these messages.

[21/Aug/2012 14:19:41][29694] {activesync} ActiveSyncKeyDatabase::Load: device information loaded: deviceid=ApplC28HC0EQDTD6, user=xxxx<_at_>example.com
[21/Aug/2012 14:19:41][29694] {activesync} ActiveSyncMessageMover::MoveMessage: Unable to move item (id: 0x3FD3) from ~xxxx@example.com[/email]/INBOX to ~xxxx<_at_>example.com/Deleted Items
[21/Aug/2012 14:19:41][29694] {activesync} ActiveSyncRequest::Execute: Client: ApplC28HC0EQDTD6 (User: xxxx<_at_>example.com) from 192.168.80.162:54532: sending response...
[21/Aug/2012 14:19:41][29694] {activesync} ActiveSyncKeyDatabase::Save: device information saved: device=ApplC28HC0EQDTD6, user=xxxx<_at_>example.com
[21/Aug/2012 14:19:41][29694] {activesync} ActiveSyncRequest::Execute: Client: ApplC28HC0EQDTD6 (User: xxxx<_at_>example.com) from 192.168.80.162:54532: response: 03016A000005454A4703313633333900014B033500010101


Ideas?! The only way to get rid of them is to delete the device sync key from the server and the let it resync. BUT, this may last for a day, or happen again immediately.

Thanks.

P.S. We are using Kerio Connect 7.4.2.

[Updated on: Tue, 21 August 2012 22:26]

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Pavel Dobry (Kerio)

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This usually happens when the phone didn't get the information that the email was already deleted by some other client. Unfortunately, provided debug log is too short for analysis.
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nhoague

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Ok this would make sense. We have lots of users on Outlook, or Apple Mail, or simply webmail that when they delete a message it doesnt delete on the iPhone, therefore causing this error. Trust me, when you have 50 people all complaining that messages dont delete it gets annoying.

Anything else I can provide on debug?
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Pavel Dobry (Kerio)

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Debug log with ActiveSync from the time when the message was deleted (as can be found in the Operations log) would be very helpful.
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nhoague

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Working on these logs. It is proving very difficult due to the amount of log traffic that comes in. We are experiencing this issue blowing up and users are starting to not like me!

We only have 700 users on our server. Can anyone else out here confirm or deny this action, and also tell me how many users you have in your connect server? I'm really hoping 700 users is not too much. I built this infrastructure to be able to hande at least 2000!
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tonyswu

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We have 250 users on our KC server. Haven't heard complaints regarding ActiveSync.
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BLTomato

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There is a thread here which never got any Kerio staff response about what sounds like your issue:

http://forums.kerio.com/?t=msg&th=22152&

We have 300 accounts now, seems to still affect about 10% of our users. We are moving to 7.4.3 this weekend, maybe this fixes...something?
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Pavel Dobry (Kerio)

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Thank you all for your help. This issue is addressed in Kerio Connect 8.0.
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alexblare

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For the purpose of keep your privacy safe, you'd better do something before you change or sell your old iPhone. Deleting all data on your iPhone completely and permanently is a best choice to prevent your important private data from leaking.
To Move messages group from iPhone Permanently,you must to use a iPhone data eraser software.This use guide about how to Wipe iPhone messages permanently,it can help you erase all messages from iPhone permanently.
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