If a device is stuck in a bad state it can be impossible to do get it out of this state, and it’s hard to diagnose what’s not working (you may end up with partial functionality).
Potential issues:
- Certain folders are not included in Ping and/or Sync requests, which means they no longer update.
- FolderSync keeps failing and therefore new folders never make it to outlook.
- Ongoing sync-loop preventing any sort of useful synchronization work.
There is one reliable reset strategy for Outlook specifically:
- Stop Outlook
- Delete the .ost file for the account in C:\Users\$USERNAME\AppData\Local\Microsoft\Outlook
- Delete the device in the roundcube activesync settings
- Start Outlook again, which will resync from scratch.
Other Clients can typically be reset by removing and re-adding the account.
Do not just remove the server-side state via Roundcube. While this may sometimes work, it’s unreliable and can also leave you with random folders not working, leaving you in a hard to diagnose situation.
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