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Knowledge Document: GroupWise Mobility Service (GMS) outlook email synchronization failed on a particular user

Caroline Oest
 
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Emails failed to synchronize when transferring from GMS 18.4.2 server into GMS 24.1 Server

Products
GroupWise Mobility Service (Data Synchronizer)

Environment

GroupWise Mobility Service 18.4.2
GroupWise Mobility Service 24.1

Situation

During the migration process from GMS 18.4.2 to GMS 24.1, email synchronization functioned smoothly for the initial two weeks. However, it subsequently encountered a failure in syncing emails of equivalent to 18 months before resuming synchronization.

Maintenance fixes on the user's profile has been done on the GMS Server. 
[maintenanceMonitor:500] [userID:user1.poa.domain.com] [eventID:] [objectID:] [MaintenanceMonitor] Finished device images maintenance

2024-02-26 00:01:16.736 INFO [MaintenanceMonitor_Thread] [maintenanceMonitor:329] [userID:user1.poa.domain.com] [eventID:] [objectID:] [MaintenanceMonitor] Starting sync events maintenance

2024-02-26 00:01:16.737 INFO [MaintenanceMonitor_Thread] [maintenanceMonitor:335] [userID:user1.poa.domain.com] [eventID:] [objectID:] [MaintenanceMonitor] Deleting Sync Events in error state for user: user1.poa.domain.com;  older than = 2024-01-27T00:00:00;

2024-02-26 00:01:16.738 INFO [MaintenanceMonitor_Thread] [maintenanceMonitor:342] [userID:user1.poa.domain.com] [eventID:] [objectID:] [MaintenanceMonitor] Finished sync events maintenance
2024-02-26 00:01:16.738 INFO [MaintenanceMonitor_Thread] [maintenanceMonitor:351] [userID:user1.poa.domain.com] [eventID:] [objectID:] [MaintenanceMonitor] Starting device events maintenance

2024-02-26 00:01:16.739 INFO [MaintenanceMonitor_Thread] [maintenanceMonitor:357] [userID:user1.poa.domain.com] [eventID:] [objectID:] [MaintenanceMonitor] Deleting Device Events in error state for user: user1.poa.domain.com;  older than = 2024-01-27T00:00:00;

2024-02-26 00:01:16.741 INFO [MaintenanceMonitor_Thread] [maintenanceMonitor:363] [userID:user1.poa.domain.com] [eventID:] [objectID:] [MaintenanceMonitor] Purging Expired Sent Device Events for user: user1.poa.domain.com;  older than = 2024-02-24T00:00:00;

2024-02-26 00:01:16.742 INFO [MaintenanceMonitor_Thread] [maintenanceMonitor:370] [userID:user1.poa.domain.com] [eventID:] [objectID:] [MaintenanceMonitor] Finished device events maintenance

2024-02-26 00:01:17.743 INFO [MaintenanceMonitor_Thread] [maintenanceMonitor:177] [userID:user1.poa.domain.com] [eventID:] [objectID:] [MaintenanceMonitor] Ending maintenance for user: user1.poa.domain.com

Email sync is working and without issue on GMS Server 18.4.2.

Temporarily the user has been switched to GMS 18.4.2 Server.
Find resolution on support portal here

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