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perennialdesign

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I have a Mac user on Outlook 2011 (fully patched) connected to our 8.2.0 server via EWS.
I had to restore his Inbox, Sent Items, Calendar, and Contacts, due to an error when rebuilding his DB.
After successfully getting his Kerio account restored and organized via webmail, his Outlook would no longer recognize the folders I restored.
For example, if I create a new exchange account from his Macbook, or any other workstation, Outlook doesn't download or display the Inbox, Sent Items, Calendar, Contacts.
Kerio has a ticket open, but they haven't been able to solve it and we need answers asap.
Any help is appreciated.
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perennialdesign

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I ran koff on his account and here's the log file:
Reco's anyone?

[06/11/2013 16:12:19.438](4204){err}{communication} In SCProvider\Communicator.cpp:268 (Communicator::checkAndLogResult)
[#30] (99AE) Exception of class HResultException: SCProvider\HttpConnection.cpp(138), HttpConnection::checkStatus:
0x80042013 KOFF_E_REQUEST_FAILED (Request info: Get folder info store=abc<_at_>abc.com folderId=6ee85afb-147c-4b1e-9659-714aa3490f3d foldrName="" parentFolderId= aclsSize=0 myRights=) (Response info: status = 404 Not Found)

[06/11/2013 16:12:19.438](4204){err}{scp-worker} In SCProvider\Worker_contents.cpp:162 (SyncRequestFolderContent::processSyncFolderContent)
[#31] (99AE) Exception of class HResultException: SCProvider\Worker_contents.cpp(110), SyncRequestFolderContent::processSyncFolderContent:
0x80042008 KOFF_E_FOLDER_CYCLE: Folder exists on one side only even after synchronization!
Failed in contents of folder abc<_at_>abc.com/6ee85afb-147c-4b1e-9659-714aa3490f3d

[06/11/2013 16:12:19.438](4204){err}{scp-worker} In SCProvider\Worker_hierarchy.cpp:203 (SyncRequestHierarchy::processSyncHierarchy)
[#32] (99AE) Exception of class HResultException: SCProvider\Worker_hierarchy.cpp(159), SyncRequestHierarchy::processSyncHierarchy:
0x80004004 E_ABORT: Some of descendants have failed!
Failed in hierarchy of store "abc<_at_>abc.com" (2430f094-1990-4e9f-8843-b70491b5c3ec)

[06/11/2013 16:12:19.562](4204){err}{communication} In SCProvider\Communicator.cpp:268 (Communicator::checkAndLogResult)
[#33] (99AE) Exception of class HResultException: SCProvider\HttpConnection.cpp(138), HttpConnection::checkStatus:
0x80042013 KOFF_E_REQUEST_FAILED (Request info: Get folder info store=abc<_at_>abc.com folderId=6ee85afb-147c-4b1e-9659-714aa3490f3d foldrName="" parentFolderId= aclsSize=0 myRights=) (Response info: status = 404 Not Found)

[06/11/2013 16:12:19.562](4204){err}{scp-worker} In SCProvider\Worker_contents.cpp:162 (SyncRequestFolderContent::processSyncFolderContent)
[#34] (99AE) Exception of class HResultException: SCProvider\Worker_contents.cpp(110), SyncRequestFolderContent::processSyncFolderContent:
0x80042008 KOFF_E_FOLDER_CYCLE: Folder exists on one side only even after synchronization!
Failed in contents of folder abc<_at_>abc.com/6ee85afb-147c-4b1e-9659-714aa3490f3d

[06/11/2013 16:12:19.562](4204){err}{scp-worker} In SCProvider\Worker_hierarchy.cpp:203 (SyncRequestHierarchy::processSyncHierarchy)
[#35] (99AE) Exception of class HResultException: SCProvider\Worker_hierarchy.cpp(159), SyncRequestHierarchy::processSyncHierarchy:
0x80004004 E_ABORT: Some of descendants have failed!
Failed in hierarchy of store "abc<_at_>abc.com" (2430f094-1990-4e9f-8843-b70491b5c3ec)

[06/11/2013 16:12:19.562](4204){err}{scp-worker} In SCProvider\Worker_hierarchy.cpp:279 (SyncRequestHierarchy::processSyncHierarchy)
[#36] (99AE) Error in sync hierarchy repeated 10 times - no more attempts!

[06/11/2013 16:12:19.562](3372){err}{synchronizer} In SCProvider\Synchronizator.cpp:580 (Synchronizator::syncHierarchy)
[#37] (99AE) Error while calling syncHierarchy method!
HRESULT: 0x80004004 E_ABORT
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perennialdesign

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Here are the errors my admin console is spewing:
06/Nov/2013 08:45:03] EwsOperation.cpp: EWS request FindItem: error occurred; code 78, description: Folder was not resolved. Folder GUID: 51690C52-30EC-4571-8734-CDEF7F268CC2, auth user: acbatabcdotcom, auth user: acbatabcdotcom
[06/Nov/2013 08:45:05] EwsOperation.cpp: EWS request FindItem: error occurred; code 78, description: Folder was not resolved. Folder GUID: 51E7EB79-F99A-44C0-955E-03493E9726C1, auth user: acbatabcdotcom, auth user: acbatabcdotcom
[06/Nov/2013 08:45:05] EwsOperation.cpp: EWS request FindItem: error occurred; code 78, description: Folder was not resolved. Folder GUID: 5303EDBA-F8E7-48F9-9B75-D1B3AA6D2500, auth user: acbatabcdotcom, auth user: acbatabcdotcom
[06/Nov/2013 08:45:06] EwsOperation.cpp: EWS request FindItem: error occurred; code 78, description: Folder was not resolved. Folder GUID: 530CCB3E-8975-4DA3-BAF0-EB41F890CDCB, auth user: acbatabcdotcom, auth user: acbatabcdotcom
[06/Nov/2013 08:45:06] EwsOperation.cpp: EWS request FindItem: error occurred; code 78, description: Folder was not resolved. Folder GUID: 5B343A92-576D-4134-AE8C-C3E2284963FA, auth user: acbatabcdotcom, auth user: acbatabcdotcom
[06/Nov/2013 08:45:08] EwsOperation.cpp: EWS request FindItem: error occurred; code 78, description: Folder was not resolved. Folder GUID: 6DF84B5C-8ACE-466D-9194-B9DF592CBF63, auth user: acbatabcdotcom, auth user: acbatabcdotcom
[06/Nov/2013 08:45:08] EwsOperation.cpp: EWS request FindItem: error occurred; code 78, description: Folder was not resolved. Folder GUID: 6EE85AFB-147C-4B1E-9659-714AA3490F3D, auth user: acbatabcdotcom, auth user: acbatabcdotcom
[06/Nov/2013 08:45:10] EwsOperation.cpp: EWS request FindItem: error occurred; code 78, description: Folder was not resolved. Folder GUID: 8A859FDD-1654-4EC4-AF55-5FA5F3184F4C, auth user: acbatabcdotcom, auth user: acbatabcdotcom
[06/Nov/2013 08:45:10] EwsOperation.cpp: EWS request FindItem: error occurred; code 78, description: Folder was not resolved. Folder GUID: 94DC9282-998C-42AE-AB58-589C9448928A, auth user: acbatabcdotcom, auth user: acbatabcdotcom
[06/Nov/2013 08:45:12] EwsOperation.cpp: EWS request FindItem: error occurred; code 78, description: Folder was not resolved. Folder GUID: 96687552-2278-4410-A458-F2244FBB21D3, auth user: acbatabcdotcom, auth user: acbatabcdotcom
[06/Nov/2013 08:45:12] EwsOperation.cpp: EWS request FindItem: error occurred; code 78, description: Folder was not resolved. Folder GUID: A6F20C9E-8AF5-45B1-8D01-1AB5D9BFFC3A, auth user: acbatabcdotcom, auth user: acbatabcdotcom
[06/Nov/2013 08:45:14] EwsOperation.cpp: EWS request FindItem: error occurred; code 78, description: Folder was not resolved. Folder GUID: B0E58345-633D-4110-9DDF-AA932E48B903, auth user: acbatabcdotcom, auth user: acbatabcdotcom
[06/Nov/2013 08:45:14] EwsOperation.cpp: EWS request FindItem: error occurred; code 78, description: Folder was not resolved. Folder GUID: B744ADC8-3460-403D-B602-031CE91A1C8E, auth user: acbatabcdotcom, auth user: acbatabcdotcom
[06/Nov/2013 08:45:15] EwsOperation.cpp: EWS request FindItem: error occurred; code 78, description: Folder was not resolved. Folder GUID: BFE7DA74-FC67-40A3-8415-71EDFC8EB374, auth user: acbatabcdotcom, auth user: acbatabcdotcom
[06/Nov/2013 08:45:15] EwsOperation.cpp: EWS request FindItem: error occurred; code 78, description: Folder was not resolved. Folder GUID: DE35C5BE-3DD9-493F-B379-DA84749ACC2A, auth user: acbatabcdotcom, auth user: acbatabcdotcom
[06/Nov/2013 08:45:17] EwsOperation.cpp: EWS request FindItem: error occurred; code 78, description: Folder was not resolved. Folder GUID: E3D666AE-F6E4-4234-9694-B8816CD966BB, auth user: acbatabcdotcom, auth user: acbatabcdotcom
[06/Nov/2013 08:45:17] EwsOperation.cpp: EWS request FindItem: error occurred; code 78, description: Folder was not resolved. Folder GUID: E4C0C655-FB11-46C4-843C-FB1345015B18, auth user: acbatabcdotcom, auth user: acbatabcdotcom
[06/Nov/2013 08:45:18] EwsOperation.cpp: EWS request FindItem: error occurred; code 78, description: Folder was not resolved. Folder GUID: E8943170-1356-41BA-8207-2658868C235F, auth user: acbatabcdotcom, auth user: acbatabcdotcom
[06/Nov/2013 08:45:18] EwsOperation.cpp: EWS request FindItem: error occurred; code 78, description: Folder was not resolved. Folder GUID:
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Pavel Špalek (Kerio)

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I don't know exactly the procedure you used for recovering mentioned folders, but EWS synchronization depends on folder GUIDs, which are saved in status.fld in each folder (did they change during recovery?). Folder operations log is saved in .journal.db in the root of each mailbox. The errors above shows that there are some GUIDs that doesn't exist in the store anymore, so probably these GUIDs come from journal, but the folders have already different ones (in status.fld). Or the Connect wasnt stopped during recovery and has old GUIDs still cached.
I recommend to stop Connect and delete .journal.db. This requires to create new profile in Outlook 2011 and other journal-dependent clients (ActiveSync, KOFF, etc.).
But generaly no direct operations in the store are recommended...

Pavel Špalek
developer - Kerio Connect
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perennialdesign

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Thanks Pavel. Removing the .journal.db and restarting services worked.
Here's how I recovered the user data:
1) From webmail created a RECOVERED folder
2) Place recovered directories in RECOVERED folder, renamed Index.bad
3) Did not stop KC
4) Executed repair option from KC admin console on user account
5) Instructed user to organize mail from Webmail
6) Created a new Outlook EWS profile, noticed missing directories.
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