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iOS Devices with ActiveSync stop syncing shared Calendar

  • P

    We have a number of iOS devices with MDaemon accounts set up using ActiveSync and they all connect to a Shared calendar.  After some time the shared calendar stops syncing on these devices.  The time is random on each device (could be fine for a few days or a few weeks) but eventually the calendar no longer syncs new data. The only fix is to delete the acount on that device and add it again.  The calendar will then sync up with the new data and the whole process starts over.

    Is anyone having this same issue?  Are there any suggestions to permanently fix this issue?

    On a side note, we also have a number of Android devices set up this same way and none of them have experienced this issue we are having on the iOS devices.

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  • A

    What version of MDaemon are you using?

    What version of iOS is being used?

    What do the activesync logs show is happening when the devices stop synching?

    What version of the ActiveSync protocol are the iPhones using? 

    --
    Arron Caruth

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  • P

    We are running the latest version of MDaemon 26.0.2
    The iOS version on the iPhones is 26.4.2 on iPhone 17 Pro & Pro Max

    What exact log file should I be looking in for ActiveSync log info?
    How do I find ActiveSync version the iPhones are using?

    Thanks.

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  • A

    What exact log file should I be looking in for ActiveSync log info?

    ActiveSync log information is saved in the AirSync-$DATE$.log file in the MDaemon\Logs directory.  Make sure you have enabled debug logging for ActiveSync.  (ActiveSync | Diagnostics, set the log level to debug)

    It may also be helpful to log all XML requests and responses for accounts that are having the issues.  This will log all data that is sent between the device and the server, including email content, etc.  

    To enable it for an account go to Main | Account Manager | Select the Account | Edit | ActiveSync Client Settings, set Archive Transactions as XML to Yes.  We reccomend turning this off after you are done debugging.  

    How do I find ActiveSync version the iPhones are using?

    You can go to Main | Account Manager | Select the Account | Edit | ActiveSync Clients | Double Click the correct Client, on the dialog that opens looks for Protocol Version.  

    You can also find it in the AirSync log, it will look something like this:

    260521 100204274 I [000444BB] 0x41310044 Connection: Client Info: iPhone (2AAAAA1N9T6ZZ99BV50BBBBB98)[16.1]  PK:0 MP:No CMD:18

    The [16.1] indicates protocol version 16.1 is in use.  All of the iphone clients "should" be using 16.1.

    If you'd like help analyzing the AirSync log please upload the log for a day when a client stopped synching a shared calendar.  We'll need to know which client stopped.  Also we will want debug and xml logging enabled when the client stops synching the data.  This will give us the best chance to determine why the data is no longer being sync'd.

    You can upload the data to https://mdaemon.sharefile.com/r-rc3922c1eed334d4dbf5e34f0bd04ccd6

    --
    Arron Caruth

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  • P

    All iPhones are using the latest protocol.
    I have made the changes to the logs and when it happened again today, I have uploaded the log to you.

    Thanks.

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  • A

    Is it possible to reduce the number of items in the shared calendar?  And configure the iPhones to only sync 1 month of data?  

    There are currently about 11,000 items in the shared calendar.

    The server responds to clients with a retry command after it tries a number of times to obtain write access to the calendar.

    The logs show the iPhones are not losing the data, they are intentionally deleting it.  When the server responds with a retry command the iPhones are doing a full resync instead of just trying the last sync again.  So the phone deletes everything in the calendar locally and does a full re-sync from the server. 

    While the resync is occurring the calendar may appear empty on the iphone.  Only items that have been re-sync'd to the device will appear in the calenar. If the phone is set to sync all data, that is 11,000 items that need to be sent back to the device.  

    Reducing the number of events in the calendar would reduce the frequency of the retry commands being sent back to clients, and in the event an iPhone decided to do a full resync it would reduce the amount of time the full sync took. It also reduces the amount of time server processing takes as there are fewer items for the server to deal with, which reduces the contention on the calendar and the frequency the server responds with a retry command.

    Having the phone only sync 1 month of data further reduces the number of items that need to be sync'd, which also helps with both of these items.

    If reducing the events in the calendar is an option, I have a powershell script I can share that will help to remove old items.

    I'll also ask our development team to investigate to see if there are any server side improvements we can make.

    --
    Arron Caruth

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