This article provides instructions to resolve issues when the XMPP service (responsible for instant messaging in Kerio Connect) is unresponsive. You may encounter an error message in the Warning logs similar to the following one:
XMPP Server [external]:  Syncing all users from domain failed, Failed to merge users in domain (UserControlList.sync)
This article is applicable for Kerio Connect 9.x.x versions on all operating systems.
The following access is required to complete the process outlined below:
- For Kerio Connect on Linux - root access in the Terminal
- For Kerio Connect Virtual Appliance - access to the Kerio Connect console or SSH access to the Kerio Connect deployment
- For Kerio Connect on Mac and Windows - admin (root) credentials (to have full edit rights)
Navigate to the Kerio Connect store folder. The default locations are:
Move the content of the xmpp folder to another directory.
Start Kerio Connect.
The xmpp folder should be restored automatically during the consistency check.
- Navigate to web admin GUI > Configuration > Services and start the XMPP services.
The XMPP services should be running properly, and the Warning logs should not contain any XMPP-related errors.