Mails in Outlook 2016 no longer consistent after upgrade to Kopano Core 8.6.8.2

tpfann · November 22, 2018, 6:54pm

Hi all,

after updating to Kopano Core (version 8.6.8.2) emails in Outlook 2016 are completly messed up now.

There are many elements missing (e.g. mails from today), I see several hundrets of empty emails in my inbox (no date, no subject, no text) I allready performed a full resync from the Kopano OL Extension with no succsess.

Before the update (yesterday) to version 8.6.8.2 everything was okay and in sync.

Im using MS Outlook 2016 together with Kopano OLE 2.0.331.

Any suggestion how I can get this fixed?

With Kopano Webapp and Deskapp everything is fine.

Screeshot inbox:
outlook

Thx and best regards
Thomas

fbartels · November 22, 2018, 8:11pm

That is strange. Can you get in contact with our support regarding this?

tpfann · November 23, 2018, 6:49am

Hi fbartels,

I don’t have a subscription and therefore I’m not sure how to get in contact with the Kopano support team.
Can you please advise?

fbartels · November 23, 2018, 8:46am

Hi,

please see https://kopano.com/support-info/ for an overview of support processes. If you do not own a subscription yet, and (for whatever reason also do not want to get one) you could still get in contact with our sales department to see if you can get an individual arrangement: https://kopano.com/contact/

Or as the app description already tells you:

Do you like Kopano? By buying a subscription you do not just benefit from updates and support. You are also supporting us to work on cool new features and ideas. Clicking the little “buy Kopano”-button helps the projects to grow!

fbartels · November 26, 2018, 12:17pm

I tried reproducing this today, but was not successful with this. For me all mails display fine.

tpfann · November 26, 2018, 2:32pm

Hello fbartels,

thanks to your support I was able to get in contact with the Kopano Support team and to open a ticket.

The issue still persists. Im not saying that this a general issue with Kopano 8.6.8.2 but maybe something became corrupted during the update (and the following “dagent” hot-fix). Maybe still the dagent or mailstore or z-push?

Roughly 50% of all incomming email in Outlook are okay and the rest are just empty emails (no date, no subject, no sender, no text body).

Once I forward such an email from the Kopano DeskApp to my own email-address, it becomes also visible within Outlook?!

I allready have resetup my Outlook <-> Kopano connectivity (deleted all files before, removed the device from the MDM-plugin) -> same result
I disabled all Outlook add-ins and virus scan -> same result
I tried different computers and email accounts -> same result
Restarted server -> same result

Really dont know what else I can try myself

I’m facing this issue since the Kopano-Core update (8.6.8.2) that was installed via the UCS App-Center 4 days ago.

Using Outlook is crucial for us and I really hope that the root cause can be identifyed and a fix can be provided for this soon.

Best regards
Thomas

fbartels · November 27, 2018, 6:17am

Hi @tpfann,

thanks for the update.

In case the support has not asked for it yet. The raw export of such a mail (setting in dagent) and a wbxml logging of z-push is probably helpful (see z-push wiki for details).

Since you are already in contact with our support I won’t further answer here.

tpfann · November 27, 2018, 7:50am

Hello fbartels,

thanks for your support and your reply.
So far I havent received any feedback from Kopano Support …

In the meanwhile I am follwing your proposal and have set z-push log to “LOGLEVEL_WBXML”.
It is currently running and produces tons of data

For the dagent I’m a bit confused … The dagent.cfg (/etc/kopano/) I have found seems not to be right one, everthing is commentet out inside the file. Also the dagent.log file I have found (/var/log/kopano/) is quite old and was last updated back in July. What am I doing wrong here?

thx and best regards
Thomas

Edit:
Here comes the log for z-push, it captures 2 emails where the first one at 10:23:13 was okay in Outlook and the second one at 10:41:30 is not. Again within Kopano DeskApp everything is fine for both emails.

I still dont know how to create the log for the dagent …

(rename to .zip first)
---- removed ----

fbartels · November 27, 2018, 11:20am

just that everything is commented does not mean that its the wrong file. if a setting is already the programmed default there is no use in duplicating this value in a config file. For the rest of the questions, like how to set config paramaters (properly) in UCS and where the logging is please see:

https://wiki.z-hub.io/display/K4U/Debugging+Kopano+on+Univention
https://wiki.z-hub.io/display/K4U/Changing+configuration+options

Have you also sent the logfile to our support?

tpfann · November 27, 2018, 12:46pm

you were right … dagent is logging now

Yes, but no reaction to my mails since last Friday

tpfann · November 27, 2018, 1:27pm

okay … here comes an updated package with all the relevant debug-logs (dagent, z-push, raw email):

(rename to .zip first)
debug_logs.txt (54.0 KB)

The email inside went to the “Junk-Mail” folder, but it should be okay for debugging as it is also not visible in Outlook (all fine with Kopano Deskapp).

It would be really great if someone can have a look in order to support me to identify and eliminate the root cause of this.

thanks and best regards
Thomas

fbartels · November 27, 2018, 2:13pm

Still works for me with Outlook 2016 (through ActiveSync):

tpfann · November 27, 2018, 3:12pm

Very strange

I have now also enabled the WBXML logging on user level.
I made the following observation:

ActiveSync to Outlook (empty mail again):

27/11/2018 15:25:34 [52758] [DEBUG] LoopDetection->Detect(): folderid:'U8f1e2' uuid:'cd79093a-380a-407e-9beb-0371571d87d4' counter:'57' max:'512' queued:'1'
27/11/2018 15:25:34 [52758] [DEBUG] PHPWrapper->ImportMessageChange(): Getting message from MAPIProvider, sourcekey: '0ee843f10bcd460cb98d440c5eed76bd86fa00000000', parentsourcekey: '0ee843f10bcd460cb98d440c5eed76bd3a0000000000', entryid: '0000000099811161ecb746208ffd513c7d44f03d0100000005000000d20b9abe70c440eeae813a597af7b25400000000'
27/11/2018 15:25:34 [52758] [DEBUG] BodyPreference types: 4
27/11/2018 15:25:34 [52758] [DEBUG] GetBodyPreferenceBestMatch: 4
27/11/2018 15:25:34 [52758] [DEBUG] bpo: truncation size:'0', allornone:'1', preview:'0'
27/11/2018 15:25:34 [52758] [ERROR] MAPIProvider->imtoinet(): got no stream or content from mapi_inetmapi_imtoinet()
27/11/2018 15:25:34 [52758] [WBXML] O     <Perform>
27/11/2018 15:25:34 [52758] [WBXML] O      <Add>
27/11/2018 15:25:34 [52758] [WBXML] O       <ServerEntryId>
27/11/2018 15:25:34 [52758] [WBXML] O       U8f1e2:0ee843f10bcd460cb98d440c5eed76bd86fa00000000
27/11/2018 15:25:34 [52758] [WBXML] O       </ServerEntryId>
27/11/2018 15:25:34 [52758] [WBXML] O       <Data>
27/11/2018 15:25:34 [52758] [WBXML] O        <POOMMAIL:To>
27/11/2018 15:25:34 [52758] [WBXML] O        user1@domain.de
27/11/2018 15:25:34 [52758] [WBXML] O        </POOMMAIL:To>
27/11/2018 15:25:34 [52758] [WBXML] O        <POOMMAIL:From>
27/11/2018 15:25:34 [52758] [WBXML] O        "fbartels" <noreply@help.univention.com>
27/11/2018 15:25:34 [52758] [WBXML] O        </POOMMAIL:From>
27/11/2018 15:25:34 [52758] [WBXML] O        <POOMMAIL:Subject>
27/11/2018 15:25:34 [52758] [WBXML] O        [Univention Help] [Apps & App Center] Mails in Outlook 2016 no longer consistent after upgrade to Kopano Core 8.6.8.2

Same email to Android-Device via ActiveSysnc:

27/11/2018 15:24:59 [52808] [DEBUG] LoopDetection->ProcessLoopDetectionTerminate()
27/11/2018 15:24:59 [52808] [ INFO] cmd='Sync' memory='1.85 MiB/4.00 MiB' time='0.25s' devType='SamsungDevice' devId='sec0760fe45db543' getUser='USER1' from='192.168.0.31' idle='0s' version='2.4.4+0-0' method='POST' httpcode='200'
27/11/2018 15:24:59 [52808] [DEBUG] -------- End
27/11/2018 15:24:59 [52755] [DEBUG] BodyPreference types: 2, 4
27/11/2018 15:24:59 [52755] [DEBUG] Remove mime body preference type because the device required no mime support. BodyPreference types: 2
27/11/2018 15:24:59 [52755] [DEBUG] GetBodyPreferenceBestMatch: 2
27/11/2018 15:24:59 [52755] [DEBUG] bpo: truncation size:'0', allornone:'0', preview:'0'
27/11/2018 15:24:59 [52755] [DEBUG] MAPIStreamWrapper::stream_open(): initialized mapistream: Resource id #122 - streamlength: 4550 - HTML-safe-truncate: true
27/11/2018 15:24:59 [52755] [WBXML] O     <Perform>
27/11/2018 15:24:59 [52755] [WBXML] O      <Add>
27/11/2018 15:24:59 [52755] [WBXML] O       <ServerEntryId>
27/11/2018 15:24:59 [52755] [WBXML] O       U8f1e2:0ee843f10bcd460cb98d440c5eed76bd86fa00000000
27/11/2018 15:24:59 [52755] [WBXML] O       </ServerEntryId>
27/11/2018 15:24:59 [52755] [WBXML] O       <Data>
27/11/2018 15:24:59 [52755] [WBXML] O        <POOMMAIL:To>
27/11/2018 15:24:59 [52755] [WBXML] O        user1@domain.de
27/11/2018 15:24:59 [52755] [WBXML] O        </POOMMAIL:To>
27/11/2018 15:24:59 [52755] [WBXML] O        <POOMMAIL:From>
27/11/2018 15:24:59 [52755] [WBXML] O        "fbartels" <noreply@help.univention.com>
27/11/2018 15:24:59 [52755] [WBXML] O        </POOMMAIL:From>
27/11/2018 15:24:59 [52755] [WBXML] O        <POOMMAIL:Subject>
27/11/2018 15:24:59 [52755] [WBXML] O        [Univention Help] [Apps & App Center] Mails in Outlook 2016 no longer consistent after upgrade to Kopano Core 8.6.8.2
27/11/2018 15:24:59 [52755] [WBXML] O        </POOMMAIL:Subject>

fbartels · November 28, 2018, 8:51am

ok, got it. for whatever reason not reproducible on our lxd test machines, but only in a more “real” system (virtualbox/kvm). Ticket https://jira.kopano.io/browse/KC-1351 was created to further investigate.

tpfann · November 28, 2018, 10:06am

I know myself that it is most of the time quite difficult to reproduce such an issue, but I’m glad to hear that you found something now.

Hopefully a hotfix for this will be available soon
Thank you for your efforts and your support!

fbartels · November 28, 2018, 11:57am

small update. Issue is identified and a fix has already been reviewed and merged. Currently running builds to make a new minor release for 8.6.

Keep an eye on https://documentation.kopano.io/kopano_changelog/kc.html#kopano-groupware-core-8-6 for the release.

I would have hoped that our support would have taken better care of your case, but thanks to your persistence and logging I was able to identify the issue nonetheless. I’ll send you a 30 day eval key via private message so that you can do an upgrade to this new release once its there.

tpfann · November 28, 2018, 12:32pm

Very,very good

Thanks alot for the eval-key, but do you have a rough idea already when the release will be available officially via the UCS App-Center?

fbartels · November 28, 2018, 12:51pm

I am not planning to push this as an update into the official app center. But for you this is not an issue, since you can retrieve it through the subscription key.

tpfann · November 28, 2018, 12:56pm

You are perfectly right …
I was asking for two reasons:

Avoid the need to change / change back my configuration
What about other potential affected users (without subscription)

fbartels · November 28, 2018, 1:07pm

no need to change your configuration. you could even leave the eval key in the system, as soon as there is a newer app release you will simply move back to the app release.

Those that have bought a subscription allow me (and the rest of our team) to spent time on such issues.

If anyone reads this and is too broke to afford the 15€ per user (and year) send a mail to feedback@kopano.io and you’ll receive a 30 day eval key as well.

Update: The holidays are coming up and the mentioned mailbox will not be checked as regularly anymore. Please instead request a trial key from https://kopano.com/kopano-trial-download/ (by just downloading any item offered)