Overview

While using mobile devices such as Android and iOS smartphones and tablets or Outlook with EAS (Exchange ActiveSync), users are experiencing application synchronization problems. The following error message may appear in the logs:

ActiveSync: Inconsistent synchronization

As a result, users cannot synchronize the account's data such as email messages, public folders, calendar appointments, etc. There are two possible solutions to fix the affected mailboxes.
   

Process

This section presents two solutions. 

NOTES:
If you try Solution 1 and fail to remove the mobile/Outlook device device, then proceed to Solution 2. 
If you are set up on IMAP (Internet Message Access Protocol), proceed directly to Solution 2.

Solution 1

1. Configure Kerio Connect with EAS (Exchange ActiveSync) on iOS and Android to view the devices set for the users in Kerio Connect Webadmin. 

2. Follow these steps:

   1. Go to Kerio Connect Webadmin > Accounts > Users.
   2. Select the affected user.
   3. Go to More Actions > Mobile Devices.
      
      
       
   4. Select the affected mobile/Outlook device and click Remove.
      
      
      
      
3. After you have successfully removed the mobile device, reconfigure the email profile:
   
   • Configure with EAS:
     • iOS: Integrating EAS Accounts with Kerio Connect on iOS Devices
     • Android: Configuring Exchange ActiveSync Accounts on Android Devices for Kerio Connect
     • Outlook for Windows: Configuring Exchange ActiveSync Profile in Outlook
   • Configure with IMAP:
     • iOS: Integrating IMAP CalDAV or CardDAV Accounts with Kerio Connect on iOS Devices
     • Android: Configuring IMAP on Android Devices

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Solution 2

NOTES:

• Proceed with this solution if you have failed to remove the mobile device using Solution 1.
• This process is also applicable for IMAP users.
• This process requires server downtime, so it is normally best done after hours.
• Creating EAS and IMAP accounts generates the following files:
  
  • *.asy - General Device information for EAS accounts 
  • folderfilter.map stores EAS data for special Shared and Public folders
     
    

1. Stop the Kerio Connect service.
2. Navigate to the Kerio Store folder.
   Default folder location:
   • Windows: C:\Program Files\Kerio\MailServer\Store\Mail\<Domain>\<User>
   • Mac: /usr/local/kerio/mailserver/store/mail/<Domain>\<User>
   • Linux: /opt/kerio/mailserver/store/mail/<Domain>\<User>
3. Go to the #sync folder and look for either *.asy or *.map files, or both.
   • Example: 
     
   • Note: You may have multiple EAS connections defined for this user (ex. user uses mobile device so there can be multiple ASY files in their #sync folder as shown above)
4. Back up the file(s) and then delete the file(s).
   
   
   
   

4. Start the Kerio Connect service after deleting the files.
5. Reconfigure the EAS or IMAP profile once again:
   
   • Configure with EAS:
     • iOS: Integrating EAS Accounts with Kerio Connect on iOS Devices
     • Android: Configuring Exchange ActiveSync Accounts on Android Devices for Kerio Connect
     • Outlook for Windows: Configuring Exchange ActiveSync Profile in Outlook
   • Configure with IMAP:
     • iOS: Integrating IMAP CalDAV or CardDAV Accounts with Kerio Connect on iOS Devices
     • Android: Configuring IMAP on Android Devices

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Confirmation

After reconfiguring the profile, the email account files will be downloaded on the mobile, and any synchronization issues should be fixed.

Supplemental Information

On rare occasions, the above-mentioned procedures may not help. This means the issue might be with the phone itself. In this situation, it is recommended that you perform a Factory Reset of the phone, according to the OS installed:

• iOS factory reset
• Android factory reset
  

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