Issues with Axigen and iOS ActiveSync?

Up until recently I was successsfully using ActiveSync via the Outlook iOS app, no issues (it worked great, in fact). Then one day a couple of months ago, it just stopped working. I couldn’t figure it out, but switched back to using ActiveSync with the native iOS Mail client, and that was working just fine. I wrote this off as “the Outlook app must be no longer compatible”.

Yesterday, it also stopped working. I receive the error “Account Error” in the Mail app, and “Cannot Get Mail - the connection to the server failed”.

Something must have changed somewhere, but I did not change any Axigen settings. I have upgraded to the latest version of Axigen (but the timing of this failure doesn’t match, so I am pretty sure that is not related).

I tried enabling maximum logging for the Webmail service since I assume that’s where ActiveSync would send it’s logs, but I don’t see anything “interesting” in there - in fact, I don’t see any log messages at all when I try to connect - is there some other logging for ActiveSync I need to enable?

The interesting thing is that this issue only seems to apply to the Inbox folder - if I send an email, or move an email to another folder using the webmail interface, or via IMAP, I can see that on the iOS Mail app right away - so that seems to confirm this is not a network issue, not a credentials issue, and not (basic) user error, at least!

I thought I’d ask first here before raising a support case just in case I am doing something wrong, or missed a patch note somewhere :slight_smile:

This is with Axigen 10.3.1.23.0, iOS 13.6.

I have other users with iOS who use Activesync too (at least 3) and so far I have not received any complaints from them - so I assume this is something unique to my account, but I am a little lost on where to even begin troubleshooting.

I do see the following logs in here:
2020-08-13 06:04:23 +0000 02 axigen JOBLOG:440006A9: Cannot allocate more space on stream ‘MboxVolatileStream[05-searchTokenIndex@00000C8E:000006A9]’ (Not enough space in storage))
2020-08-13 06:04:59 +0000 02 axigen SERVER:00000000: previous line is repeated 1 time.
2020-08-13 06:04:59 +0000 02 axigen SERVER:00000000: SSL_accept error:14094416:SSL routines:ssl3_read_bytes:sslv3 alert certificate unknown
2020-08-13 06:04:59 +0000 02 axigen SERVER:00000000: SSL_accept error:14094416:SSL routines:ssl3_read_bytes:sslv3 alert certificate unknown
2020-08-13 06:06:16 +0000 08 axigen JOBLOG:51000000: Start autocompact for container 5B@02-00-1991-5DE77C2A-1D6C0886
2020-08-13 06:06:16 +0000 08 axigen JOBLOG:50000000: Create container ‘/var/opt/axigen/domains/domain.net/messages/5B.tmp.hsf’: success
2020-08-13 06:06:23 +0000 08 axigen JOBLOG:51000000: Autocompacted container 5B@02-00-1991-5DE77C2A-1D6C0886; storage space gained: 1731144 KB
2020-08-13 06:06:28 +0000 02 axigen JOBLOG:440006A9: Cannot allocate more space on stream ‘MboxVolatileStream[05-searchTokenIndex@00000C8E:000006A9]’ (Not enough space in storage))

The storage messages seem new (haven’t seen them before today) so I’ll take care of that, but I don’t think it’s related. The SSL messages though, could definitely be something to do with it?

Rob.

Okay, a bit more digging, removing and re-adding the account on my iPhone didn’t make any difference, but here is what did work to fix this:

  • Go to the account settings
  • Advanced
  • turn SSL off
  • try to use Mail client (doesn’t work)
  • turn SSL on
  • try to use Mail client (suddenly works again)

So, I’m not sure if that is a “permanent” fix, or if there is something else at play here, but my guess is that it is definitely SSL related?