Some emails fail to folder sync successfully via UMPolling (due to DateTimeSent being different in the archived email vs. the copy in the user mailbox on the mail server)

Versions / Builds Affected

Any

Status

Open

TT / JIRAID

2884

How to Identify

IMPORTANT: This is a very particular scenario, it is difficult to identify! Do only attach this article / escalate based on this known issue if after consulting / confirming through a Product Specialist. In a very small amount of cases the following issue has been observed: The DateTimeSent of an email differs when comparing: a) the DateTimeSent of the archived email (dbo.arc.date or the MIME header of the archived email Date:) b) how Exchange exposes the DateTimeSent of the email in the user mailbox (e.g. DateTimeSent attribute in EWS Editor) Due to this UMPolling would never folder sync such an email successfully. It might be the case that this issue only occurs in multi Exchange server environments with DAG - but this in not confirmed. UMPolling would only log the regular lines when an email fails to get folder sync'ed - below very generic and does NOT allow on itself to confirm this known issue! 2015-01-28,15:10:22,964,1,"#00002390","#00000004","info ","UMPoll.EWSPoll","Polling: Processing \\\תיבת דואר נכנס\מזרחי" 2015-01-28,15:10:23,229,1,"#00002390","#00000004","info ","UMPoll.EWSPoll","LocalTime Hash Found attempting to convert" 2015-01-28,15:10:23,229,1,"#00002390","#00000004","info ","UMPoll.EWSPoll","Dates converted, sent on [27/01/2015 11:53:34] to [27/01/2015 13:53:34], received on [27/01/2015 11:53:34] to [27/01/2015 13:53:34]" 2015-01-28,15:10:23,229,1,"#00002390","#00000004","info ","UMPoll.EWSPoll","New <7CDC8BC366F0054A94C2CBBE3A596943EA50ED6BCB@EX-UMTB.mehmail.loc>" 2015-01-28,15:13:54,569,1,"#00003594","#00000027","info ","UMPoll","FMUpdateItemToFolder <7CDC8BC366F0054A94C2CBBE3A596943EA50ED6BCB@EX-UMTB.mehmail.loc>" 2015-01-28,15:13:54,583,1,"#00003594","#00000027","info ","UMPoll","Failed FindMatch 62D8E1EF371B3E5C64E8B53AE0622DAF757D017EDFFE00391ABD3322900C87E3ZB6A51A7BEA361A14A8796462B1995C2776BAAB4B77BB32C509478FEADAF8EA23" After a while (hours, days) a line referencing the email would be added to: ..\Core\UMPolling\fail\failedNew.log

Workaround / Fix Details

%

Required Actions

1. Analyze a few specific sample emails and confirm the difference in the DateTimeSent COPY OF THE ARCHIVED EMAIL: Method 1: Query the date from the email in question directly from SQL, it is stored in the DATE column of the ARC table. If you have the message ID of the email, the following queries would help: SELECT * FROM arc WHERE message_id = '<7CDC8BC366F0054A94C2CBBE3A596943EA50ED6BCB@EX-UMTB.mehmail.loc>' Method 2: Download the email from GFI Archiver in EML format, open the EML file in Notepad, check the Date: header COPY OF THE EMAIL IN THE USER'S EXCHANGE MAILBOX: Method 1: Connect to the user's Exchange mailbox using EWS Editor (https://ewseditor.codeplex.com), open the folder and highlight the email in question, then read the DateTimeSent property from the lower pane. When comparing the different dates, please keep in mind that some might be normalized into UTC and to consider time zone differences in general. So if you see full hours in differences, but matching minute / second it might very well be still fine. But keep close attention to small differences (esp. a few seconds or minutes). Consult with PSG.