Overview

You are having issues synchronizing emails or setting up your account on Apple mail app using Exchange/EWS. Apple Mail.app keeps crashing when trying to load messages. You see the following error in the console logs: 'ewsmessagetype isoutofdate'

Solution

The likely reason behind this problem is the way the Apple Mail app client interacts with specific canceled Google Calendar events synced over EWS, which causes the Apple Mail app (syncing through EWS) to crash. Hence this is likely to not be a Kerio Connect issue.

The workaround fix for this problem is to identify such files (for canceled Google calendar events) and remove them from the mailbox store. Please take the following steps:

1. Open the affected user's mailbox folder in a file editor such as Notepad++ or SublimeText using 'Open Folder'. You should be able to find the mailbox folder in:

   • C:\Program Files\Kerio\MailServer\store\mail\<org name>\<username>

2. Use the 'Find in Folder' or 'Search in Folder' feature to search all the files inside the mailbox for the following text: event has been canceled and removed

   • Please type the exact words as mentioned above. This is to ensure that you only identify such emails (canceled events) from other harmless ones.

   • If the folder permissions do not allow you to search through it, please adjust the permissions so that you're able to access it.

3. Make note of the files that are found. These could have names like Inbox/00009c01.eml - note the name(s) of the matching file(s) like this.

4. Stop Kerio Connect.

5. Remove/Delete the noted files from the Kerio Connect mailbox store.

6. Start Kerio Connect.

7. Reindex the mailbox of the user for which email files were deleted.

After performing these steps, the Apple Mail app should no longer crash upon syncing that user's account using Exchange/EWS.

If the issue still persists, please contact Kerio Connect support and provide the following information for investigation:

1. What is the user's OS version, and a screenshot of the MacOS version information
2. Confirmation whether the Apple Mail app was configured by following the steps described in Setup Exchange Accounts on macOS article
3. Whether the account is accessible on the webmail
4. Whether the mail app crashes using IMAP
5. The Kerio Connect Support Information File:
   • Go to the Kerio Connect Webadmin interface​.
   • Navigate to Status > System Health > Support Information​.
   • Download the support_info.txt file.
6. The "Error", "Mail", "Security", and "Warning" logs:
   • Go to the Kerio Connect Webadmin interface​.
   • Navigate to Logs​and select the desired log.
   • Right-click the log area.
   • Click on Save Log...​ to save the log.
   • Select Plain text and Full file options.
   • Click OK to download the log file.
7. The Server Debug Logs:
   • Go to Logs > Debug​and right-click on the log area
   • Select Messages​> enable "EWS" message.
   • Reproduce the issue by trying to open the Apple Mail client and synchronizing the user's emails again.
   • Right-click the log area > click on Save Log...​to save the log.
   • Select Plain text and Full file options
   • Click OK to download the log file
8. Copy of the files found in Step 3 in the Solution steps above.
9. The Apple Mail crash logs:
   1. Access the mac Console > Crash reports
   2. Identify from the list the Process name
   3. Save the Report file

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Ref ticket 2626094

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