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Known issues

Unable to copy or move an email to a folder​

Issue/Symptoms:

  • an email can be seen in an Outlook folder but it isn't shown in that same folder on the server (it is visible neither in webmail nor on mobile devices)
  • the "Sync Issues" Outlook folder contains many errors about this email
  • syncing is stuck but it resumes when you delete the email in Outlook

Resolution:

  1. Locate the email on the server using part of its subject text:
# cd /var/spool/cyrus/data/bluemind_loc/domain/b/bluemind.loc/j/user/jdoe/
# grep "subject text" \*
  1. Copy the file found as an eml file:
# cp 4817. ~/faulty-email.eml
  1.  Retrieve it and copy it in a working, test installation of Outlook to check whether the issue occurs there too and watch/retrieve the corresponding logs.

Error when creating an account because of a wrong saved password​

Issue/symptoms: Outlook doesn't let you create an account when you enter a password. Outlook says that the password is wrong. 

Cause: The user has saved a wrong password for this account during a previous attempt to create an account.

Diagnosis: In the server's log file /var/log/nginx/access.log, you will find lines such as:

192.168.61.133 - - [06/May/2019:16:57:53 +0200] "POST /autodiscover/autodiscover.xml HTTP/1.1" 401 0 "-" "Microsoft Office/16.0 (Windows NT 10.0; Microsoft Outlook 16.0.11601; Pro)"

or

192.168.61.133 - tom@bm.lan [06/May/2019:16:58:31 +0200] "POST /mapi/nspi/?MailboxId=94a5c596-90a8-4985-91fd-57629ee06561@bm.lan HTTP/1.1" 200 149 "-" "Microsoft Office/16.0(Windows NT 10.0; Microsoft Outlook 16.0.11601; Pro)"

This means that a wrong password for tom@bm.lan is being submitted during account creation.

Resolution:

To remove the wrong password:

  • make sure that Outlook and the account creation window are closed.
  • open the Credential Manager by typing Windows + R
  • then type "control /name Microsoft.CredentialManager":
  • click OK (or type <Enter>)
  • delete entries such as autodiscover.domaine.tld and MicrosoftOffice16_SSPI:utilisateur@domaine.tld. E.g. to delete the password for tom@bm.lan:

Password being asked in a loop​

Issue/Symptom: The account creation and synchronization have been successful but then Outlook keeps asking for the user's password repeatedly.

Cause: If your system uses CAS authentication, Outlook may not find the right method to use to contact the autodiscover service.

Resolution: You must force the registry key to tell Outlook to exclude the direct connection method to Office365

  1. Open regedit:
    • Click the start button
    • Type regedit either in the Run application or in the Windows search bar.
    • Press Enter
  2. (HIGHLY RECOMMENDED BUT OPTIONAL) Back-up your registry – Click here to find out how.
  3. In the registry, go to HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Outlook\AutoDiscover
  4. Right-click anywhere in the right column, select NEW and then DWORD (32-bit).
  5. Name this entry: ExcludeExplicitO365EndPoint
  6. Right-click this entry and select Edit
  7. Change the value to 1 in the value field and click OK
  8. Restart your computer
  9. Create your Outlook profile again
  10. Open Outlook and when asked, enter your email address and password.

For more information about this issue, go to: https://docs.microsoft.com/en-us/outlook/troubleshoot/domain-management/unexpected-autodiscover-behavior

Folders are empty​

Issue/Symptom: The default folders (Inbox, Sent, Trash, etc.) are present but empty. In webmail, they do contain messages.

Cause: This is because of an account replication issue. 

Resolution: Perform specific maintenance repairs:

bm-cli maintenance repair --ops replication.subtree user@domain.tld
bm-cli maintenance repair --ops replication.parentUid user@domain.tld

Then restart Outlook and check that the messages are coming in properly.

The Global Address Book in Outlook is incomplete​

Issue/Symptom:

  • I start Outlook
  • I write a message
  • I click the "To" button
  • I can't find all the addresses from the BlueMind server

Verification:

Check the /var/log/bm-mapi/mapi.log. log file. You will find errors such as:

2019-11-22 10:51:07,079 [OAB-generation-pool-2-thread-7] n.b.e.p.c.o.OABGenerator WARN - Cannot handle directory entry a25a572f-eadd-4232-a183-4c0c41e56d0b of type USER
java.lang.NullPointerException: null
        at net.bluemind.exchange.mapi.commons.DistinguishedName.userDN(DistinguishedName.java:96)
        at net.bluemind.exchange.provider.core.impl.gal.UserAddressProps.getDn(UserAddressProps.java:60)
        at net.bluemind.exchange.provider.core.impl.gal.UserAddressProps.<init>(UserAddressProps.java:54)
        at net.bluemind.exchange.provider.core.oab.OABGenerator.userRecord(OABGenerator.java:221)
        at net.bluemind.exchange.provider.core.oab.OABGenerator.create(OABGenerator.java:119)
        at net.bluemind.exchange.oab.impl.OABIndexHandler.lambda$1(OABIndexHandler.java:121)

Cause: Regenerate the hollow directory which maps BlueMind uids with "Outlook for mapi uids". E.g.:

To read mapping information:

bm-cli hollow directory domain.tld
Record{uid=a25a572f-eadd-4232-a183-4c0c41e56d0b, dn=/o=mapi/ou=domain.tld/cn=recipients/cn=user:a25a572f-eadd-4232-a183-4c0c41e56d0b}

Resolution: Regenerate the hollow directory using this procedure:

systemctl stop bm-mapi && systemctl stop bm-core
rm -fr /var/spool/bm-hollowed/directory/domain.tld/
systemctl start bm-core

Messages aren't arranged by folder despite conversation mode being enabled​

This feature hasn't been implemented as part of BlueMind's MAPI yet. 

Some messages may be sorted by conversation depending on the third-party client they come from (e.g. Webmail or Thunderbird).

When you try to create an Outlook profile, Outlook displays a message: "The name cannot be matched to a name in the address list."​

Cause: When you create an Outlook profile, Outlook checks that the account's email address is present in the GAL, but only the default email address is present in the GAL.

Resolution: In the BlueMind account settings (admin), set the email address used to create the Outlook profile as the default email address.

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