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Smartphone does not sync with outlook/exchange automatically after exchange mail database repair

Posted on 2012-12-23
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Last Modified: 2013-01-01
Hi,
  I have SBS2011 and had a exchange mail database corruption due to RAID controller problem. I had to run a repair against the mail database, run chkdsk to repair currupted sector on the HD partition , and finally was able to mount exchang mail dataase.
 Now outlook is running fine and https://remote.DomainName.com /owa is working well too.
 However smart phones fail to sync automatically. I can go to Exchange Email Settings on my smart phone and select "Sync". In about a minute, I can see my new emails.
 The strange thing is that there is another user who is having the same problem as mine, but I have another user who has no problem getting emails on his smartphone.
  We all have power cycled our smart phones.
  Can you help?
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Question by:sglee
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Manpreet SIngh Khatra earned 500 total points
ID: 38717862
Did you try to recreated the profile on Device ?
Ideally after Repair we always recommend Offline Defrag and ISINTEG (Isinteg is to fix logical corruption on the Database)

- Rancy
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Author Comment

by:sglee
ID: 38717928
Did you try to recreated the profile on Device ?  ---> I will try that now.

Offline Defrag ---->  Could you give me the command and the link about that?
ISINTEG  ---> Could you give me the command and the link about that?

Are the lack of Offline Defrag and ISINTEG are the direct cause of failing to sync?
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Expert Comment

by:Manpreet SIngh Khatra
ID: 38717938
Offline Defrag and ISINTEG could help as you just fixed the DB Page corruption not the rest

Eseutil/Isinteg - Email Store Troubleshooting
http://www.exchangeinbox.com/article.aspx?i=87

Using the Exchange tools ISINTEG and ESEUTIL to Ensure the Health of your Information Store
http://www.msexchange.org/tutorials/Exchange-ISINTEG-ESEUTIL.html

- Rancy
"Merry Christmas and Happy New Year"
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Author Comment

by:sglee
ID: 38717977
Erasing and Re-creating exchange account on my smartphone took care of the synching issue.
Thank you and why is it that I had to remove existing account and re-create the same account?
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by:Manpreet SIngh Khatra
ID: 38718115
I can tell you that in Exchange DB data is stored in 8KB pages in Exchange 2007 and 2010 so if you get an email of 40KB it would be stored in 5 pages in Exchange Database and with Pointers and sometimes when we do a repair they can break causing issues with Outlook and Devices so we preferably do a Defrag and ISINTEG to fix all and then proceed ...... now the ActiveSync devices do keep cache and maybe that causes te issue and re-configuring clears or gets new data from server

- Rancy
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Author Comment

by:sglee
ID: 38719544
Rancy,
 
 One problem ... email is not synching for some reason. I can see the folders in the mailbox, but no list of emails in each folder including INBOX.
 Contacts and Calendars are there.
 Any suggestions?
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Expert Comment

by:RamRaz
ID: 38719722
Hi Sglee,
It may be cause of your profile corruption, sometimes everything seems to be ok but due to corruption on your mobile profile, it is not sync properly.
After Exchange database repair we will definitely facing the Outlook calendar issues and as same Mobile active sync issues as usual.
You need to remove the old corrupted profile from Smart Phone and recreate the same account again it will definitely work.
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by:Manpreet SIngh Khatra
ID: 38719801
With SBS2011 and Exchange 2010 you should be able to create more than one Mailbox database so simply you should create a new and Move users over and work this way for a clean process

- Rancy
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Author Comment

by:sglee
ID: 38720244
mobile device management"remove the old corrupted profile from Smart Phone and recreate "  ----> I had the user remove existing exchange account off his iPhone and re-create one from the scratch. But emails do not come thru.
On my personal iPad, I created his account and what happens is that I  can see calendar items, contacts, but I can only see his outlook "foldedr" names, no emails in INBOX and any other folders. iPad says "syncing ...", but it has been doing that for more than a day.

FYI he can access his email via https://remote.Domain.com/owa or running OUTLOOK either on his desktop or Terminal Server, so his mailbox is healthy. His mailbox size is over 11GB. Does this have anything to do with the problem perhaps?

Like you see in the posted screenshot, in the Exchange Management console, I saw all the attached mobile devices under his account such as iPad, iPhone and a couple of more.
What do you think about erasing the device from there?
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Author Comment

by:sglee
ID: 38728035
Exch Connective Test Result@Rancy,

  When I run "Exchange ActiveSync" test on https://www.testexchangeconnectivity.com/ on this particular user account, I get the following error at the end.


Attempting to test the GetItemEstimate command for the Inbox folder.
  ExRCA received an error in response to the GetItemEstimate command.
   Additional Details
  An HTTP 500 response was returned from IIS7.

When I run this test again each smartphone users on the exchange, they will pass except this account and this is only account that is failing to get emails.
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Expert Comment

by:Manpreet SIngh Khatra
ID: 38729560
Its failing with "Inbox folder" so seems some Corrupted item so why not empty his INBOX and then wait for sometime and check with the test ?

- Rancy
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Author Comment

by:sglee
ID: 38729660
Clearning INBOX (if that is the only issue) is easy. I can simply move <100 emails from INBOX to DRAFT folder and try to sync. I will post the result.
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Author Comment

by:sglee
ID: 38729687
I moved all the email pieces from INBOX into DRAFT folder.
I ran the test, but the result was the same:

Attempting to test the GetItemEstimate command for the Inbox folder.
  ExRCA received an error in response to the GetItemEstimate command.
   Additional Details
  An HTTP 500 response was returned from IIS7.
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Author Comment

by:sglee
ID: 38729697
Outlook Inbox
Rancy, this is very interesting and this may be the reason why it fails to sync.
After moving all mail pieces from INBOX to DRAFT folder, I closed and reopened his OUTLOOK.
As seen above, it shows 18 right next to INBOX whereas the in right window pane, it say "There are no items to show in this view".
How can I display these 18 emails? Are these corrupted and that's the reason they are not showing up?
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Author Comment

by:sglee
ID: 38729824
Inbox Properties - SynchronizationI right clicked on INBOX and open Properties. I selected Synchronization and it shows "Server folder contains: 18 items, Offline folder contains: 106 items".

Does this indicate that this user's mailbox is corrupt; therefore I need to recreate his mailbox?
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by:Manpreet SIngh Khatra
ID: 38730504
Could be possible lets try to move his Mailbox to another DB

- Rancy
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Author Comment

by:sglee
ID: 38730832
We only have one mailbox database.
Whenever we migrated SBS from 2000 to 2003 and from 2003 to 2011, I have exported older outlook data into .PST and imported into new exchange mailbox, but I have not erased an existing mailbox and re-create the mailbox before. But that is what seems like what I have to do.

Am I correct here?
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by:Manpreet SIngh Khatra
ID: 38730985
Yes you can always do that but a PST Export\Import would require X500 to be added

- Rancy
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Author Comment

by:sglee
ID: 38731003
Rancy,
 
 I just resoved the problem with Microsoft Engineer on the phone. He repaird the mailbox so that the numbers do match up correctly. Consequently, when I ran ActiveSync Connectivity Test, it succeeded.
Now iPhone is getting emails finally.
Thanks for your help.
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Author Comment

by:sglee
ID: 38731006
How can I award you with points whereas I select my comment (Microsoft Engineer's work) as the correct answer?
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Expert Comment

by:Manpreet SIngh Khatra
ID: 38731013
You can mark Multiple Solutions and then select more than one, but you can only award yourself 0

- Rancy
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