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10 Sep 2010

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	Messages are stuck in the outbox

Article NotifySync:

Behavior

Messages are stuck in the outbox and are never successfully delivered.

Messages are stuck in the outbox and are delivered multiple times resulting in PIM item duplication on the server or recipients receiving multiple copies of an email or meeting.

Information

Determine which status applies to the message(s) stuck in the outbox and refer to the troubleshooting tips below that are associated with each status.

Error Status
Messages that have been marked with the Error status appear in the message list with a red “X” icon. These messages will contain an error message associated with why the message failed to send. Once a message has been marked with the Error status the application no longer attempts to deliver the message and the user is warned that there are errors in the Outbox.

Pending Status
Messages that have been marked with the Pending status appear in the message list with a round, blue icon that represents a clock or a timer. Applications stay in the Pending status until they are delivered successfully or until an error occurs. The application attempts to deliver pending messages every synchronization cycle.

Troubleshooting for Status Error

Messages marked with the Error status will contain one of the following error messages, which can be viewed by opening the message from the Outbox.

1. StatusException: Error in client/server conversion

This occurs when the server rejects an item from the device on the basis that it contains invalid data or was structured incorrectly. Usually this type of error is caused by attempting to synchronize an item from the device to the server that exceeds the capabilities of the server or by a programming error (a bug).

This type of error is a permanent failure. Attempting to resend this type of message (with the Resend menu item) will usually result in the message being rejected indefinitely. This should be reported to the Notify technical support team so a but report can be filed if necessary.

2. StatusException: Conflict matching the client and server object

This occurs when the server rejects an item that has been changed on the device and on the server during the interval between synchronizations. Current, the conflict resolution is such that the server always “wins” and therefore, when a conflict occurs, the server rejects the change from the device in favor of the change made on the server.

This type of error is not a permanent failure. Resending the message (using the Resend menu item) is usually successful and in most cases will result in the changes being synchronized properly between the device and the server.

This behavior may be seen especially after an event's reminder is displayed on both the BlackBerry device and Microsoft Outlook. The activation of the reminder causes an update for the event to be sent from both the device and the server to one another. While this is expected behavior on the part of the server, the update generated by NotifySync is the result of a bug in the BlackBerry device software, and contains information which differs from that of the server's update. The server notifies the device of the discrepancy, resulting in the outbox error seen in the NotifySync outbox. If such an error message appears in the outbox as a result of these circumstances, make sure to delete the message, rather than resend it.

Troubleshooting for Status Pending

1. Items stay in the Pending status indefinitely and may or may not be delivered multiple times when using SSL and Kerio Mail Server version earlier than 6.7.

This is actually caused by a bug in the BlackBerry device software and it is triggered by specific behavior in KMS when using SSL. RIM has fixed this bug in the newer versions of the device operating system software (4.6, 4.7) but it will not be fixed for all of the older versions (4.5 and earlier). Upgrade your device to the latest version available to see if a fix has been deployed for your device model.

Kerio has made a change in the KMS 6.7 release to avoid the behavior that triggers the bug with the device. If possible, you should upgrade your Kerio server to at least version 6.7.

As a workaround, if neither of the previous options are available, disabling SSL for communication between the device and the server will allow synchronization to execute properly. However, disabling SSL will allow all communication to be sent over the network in plain text and will no longer be secure.

Article Details

Article ID:

416

Created On:

30 Jun 2009 4:40 PM