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Errors seen when User is Accessing Kerio Connect Mailbox

Author: Vladyslav Velychko Updated

Overview

Either of the below errors is displayed to users when accessing their Kerio Connect mailbox:

Index error in folder ~johndoe@kerio-domain.com/Calendar: Cannot parse calendar message file 00000019.eml

Cannot open message file D:\Program Files\Kerio\MailServer\store/mail/kerio-domain.com/johndoe/Calendar/#msgs/00000019.eml. The file has been probably removed.

Server error Folder ~johndoe@kerio-domain.com/Calendar is already being reindexed. Try later.

The users can be facing file corruption issues, emails could be getting stuck in their Outbox, or the users might not be able to use their email.

 

Solution

The Kerio Connect related files could become corrupted or damaged due to unexpected service crashes or server outages. The internal files might also be occupied by another application or built-in OS service, which can lead to indexing issues.

Since version 7.3.0, Kerio Connect repairs corrupted files by automatically re-indexing them. For the older versions or for the cases where the automatic re-indexing fails, you can manually re-index the corrupted files using the below steps.

Exclude the Kerio Connect folders from the Antivirus scanning before implementing these steps:

  1. The user who is seeing the issue should log out of all their mail sessions. Depending on the email client, below are the steps to logout:

    1. Webmail:
      logout_webmail.png
    2. Kerio Connect Client:
      logout_kcc.png
    3. Outlook: close the application itself

  2. Stop Kerio Connect (Windows, macOS/Linux).

  3. Navigate to the Kerio store folder.

  4. Access the user directory via the following path (defaults):

    1. Windows: C:\Program Files\Kerio\MailServer\store\mail\domain.com\username\folder_name
    2. Linux: /opt/kerio/mailserver/store/mail/domain.com/username/folder_name
    3. macOS: /usr/local/kerio/mailserver/store/mail/domain.com/username/folder_name

  5. In the specific user's folder_name directory (e.g., folder_name can be INBOX, Calendar, Sent Items, etc.) for which the error is seen, locate the index.fld file.

Each user's folder_name contains its own index.fld file. One of the most common causes of inconsistencies in the index.fld file is a local anti-virus software that has not been configured to exclude the scanning of the mail server and the store directories. 

  1. Rename the index.fld file to index.bad.

    1.  Windows:

      016.png
    2. Linux:
      RenameIndexFld.png
       
  2. Delete search.fld, metadata.dbo, and metadata.dbb files in the same folder.
  3. Start Kerio Connect (Windows, macOS/Linux).

Repeat the above steps for any other user/s that are seeing the errors when accessing their Kerio Connect mailbox.

 

Testing

The user/s who was/were seeing the error should now login to Kerio Connect and access the folder/s for which they were seeing the error. Kerio Connect will start rebuilding the index file after the user accesses the folder/s for the first time. If it is a large folder/s, there might be a slight delay in the re-building process. After this, the user will no longer see the error that they were seeing and will be able to access their mailbox normally.

None of the previously seen error/s should be seen in the error logs in Kerio Connect web administration.

 

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