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Bud Durland

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We've recently completed moving about 100 users from Exchange to to Connect 8.4.3. We're seeing an interesting phenomena. On mobile devices (both Android and iOS), the 'from' address on the e-mail displays as the word 'empty'. If the message is replied to, the reply does indeed go to the original sender. It also goes to an address 'unknown<_at_>undisclosed-domain', which of course bounces back to the person sending the reply.

This doesn't happen on all devices, but seems to 'stick' to an account. We've tried removing the mail account from the mobile device and re-adding it, but the problem persists. The accounts are set up as ActiveSync. We have not tried using IMAP because that is not an acceptable solution for us -- the user must have synchronized calendars and contacts as well.

We've opened a support ticket with Kerio, and sent some log information, but haven't heard from them other than them agreeing that it is a strange behavior. I'm hoping someone here has seen (and fixed!) something similar. Any advice appreciated.
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Brian (GFI/Kerio)

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Hi Bud, I believe this value is taken from the "Full Name" property. It's defined in the administration under the users dialog.

Brian Carmichael
Instructional Content Architect
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Bud Durland

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Sorry, I wasn't clear. This seems affects messages form outside my server. For example:

'Tom@OutSideDomain.com' sends a message to 'Mike<_at_>MyDomain.com'. When Mike displays the message on his smart phone, the 'from' address displays the work 'Empty'. Mike replies to the message anyway. Tom gets the reply, but a couple hours later Mike gets an automated message from Kerio Connect that his message to 'Empty@unspecified-domain' could not be delivered.
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Pavel Dobry (Kerio)

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I think that providing an example email (source text of the email) and ActiveSync debug messages would be great help.
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Brian (GFI/Kerio)

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And the same message when viewed in Kerio Connect Client looks normal? I think this is an issue for our support team. They may need to review the source of the email to analyze the headers.

Brian Carmichael
Instructional Content Architect
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Bud Durland

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With over 100 ActiveSync users (most of whom are not seeing this problem), capturing the parts of the log that we need may be a challenge.

As for message headers, that's easier. This is the header from a reply that my user sent to the message originator, but CC's me (I've slightly changed the good addresses):

Return-Path: <Sender<_at_>mrpcap.com>
X-Envelope-To: Empty@unspecified-domain, Me@mrpcap.com, mailarchiva<_at_>mrpcap.com
Date: Mon, 18 May 2015 10:56:04 -0400
X-Footer: bXJwY2FwLmNvbQ==
Received: from [172.16.1.83] ([172.16.1.83])
	by mail.mrpcap.com (Kerio Connect 8.4.3);
	Mon, 18 May 2015 10:56:03 -0400
From: "Matt Baker" <sender<_at_>mrpcap.com>
Message-ID: <104E096E-D27F-4AD5-B5E7-9D9F653297AC<_at_>mrpcap.com>
To: "=?utf-8?B?YWxpc2lAaGlnaGxhbmRzb2x1dGlvbnMuY29t?=" <Originator<_at_>OutSideDomain.com>
Cc: "=?utf-8?B?Ig==?=" <Empty>,"=?utf-8?B?Ig==?=" <AnotherGuy@OutSideDomain.com>,"=?utf-8?B?Ig==?=" <Empty>,"=?utf-8?B?Ig==?=" <Me@mrpcap.com>,"=?utf-8?B?QW5keSBCZWF0b24=?=" <SomeoneElse<_at_>AnotherOutsideDomain.com>
Subject: =?utf-8?B?UmU6IFtVcGRhdGVdIE1vbGQgUml0ZTogSVQgQ29udmVyc2F0aW9uICYgRGVtbyBP?=
 =?utf-8?B?dmVydmlldw==?=


The two attached files show what the message looks like in OutLook and Kerio Web Client.


We've already opened a ticket with Tech support on this (DIM-6125487), but haven't heard anything in a week or 10 days. Tech support was sent the file of one of the bad outbound messages to 'Empty<_at_>undisclosed-domain'. If needed, I can send the source of message with the above headers.

[Updated on: Mon, 18 May 2015 21:45]

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Pavel Dobry (Kerio)

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Well, it is more important how the original message headers look like (the message you are replying to).
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Bud Durland

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Agreed. Alas, not every message does this, which makes it frustrating. I've reached out to my user immediately notify me when he sees one of these messages so that I can capture the raw .eml file from the message store.
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Bud Durland

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As luck would have it, this happened again today. I composed & sent an e-mail using Outlook and KOFF. The reply came back to me with the 'Empty' addresses. I was able to capture the .eml files directly from the mail store. I will zip them up and send to tech support.
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AT MUC

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Hi,

is there a solution to this problem?

Same behaviour here with Activesync and IMAP.

Markus
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Bud Durland

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We finally concluded that the problem was because of a bad conversion from Exchange. We used IMAPSYNC, and the first batch did NOT exclude the Contacts folder. Exchange will present it as an IMAP mail folder, and IMAPSYNC will try to copy the messages, but they get munged up in the process.
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AT MUC

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Thanks for your answer.

We exported the Exchange-Data in Outlook to a PST-file and imported that file in Outlook to Kerio. So I assume, my problem has a different reason.

Has anybody an idea how to change the behaviour in my case?

Markus
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