Overview

This article provides information about users experiencing problems logging in to their client mail due to the high amount of open folders, and instructions on how to resolve this issue.

Root Cause

If a user has a high open folder count, they might notice a slow down in the login process and even prevent them from logging in.

The Kerio Connect email client times out when the user tries to log in showing the following error message:

High Reference Count = The server is busy processing the folders.

Resolution

1. Log in to the Kerio Connect Web Administration Console.

2. Go to Status > Opened Folders.

3. Check the affected user(s) and see if they have any folders with a reference count of 5 or higher:

   

4. If the user has a folder/folders with a reference count of 5 or higher, you will need to stop and restart Kerio Connect.

5. If the high reference count continues to recur, contact Kerio Technical support for further help.

   Note: You can also check if the user has been locked out of their Kerio account.

Additional Information

If a user is sharing a folder with other users, a normal open folder count would be the number of users that the folder is shared with, multiplied by two or three.

Example: Open folder references ranging from 48 to 6, would only make sense if those folders are shared with 16 users (for open folder count of 48) or two users (open folder count of 6).

If those folders are not shared, then it means that the timeout issues are caused by an email client creating several connections simultaneously. This type of issue is particularly challenging to troubleshoot, as it requires disconnecting all of the synced email clients manually, and reconnecting them one by one while monitoring the open folder count.

Action Plan

1. Disconnect all the email clients (logged to accounts), showing an open folder reference count greater than 5.

2. If the devices are using Exchange ActiveSync, it is recommended to remove them completely from the Mobile devices section of Kerio Connect.

3. Set User Access restriction for specific Kerio Connect services (EWS, Activesync, etc.). It is required to restart Kerio Connect to kill all current service connections:

   

4. Monitor the open folders section of Kerio Connect until the numbers stabilize. 

5. After the numbers are stable and within normal thresholds (less than 5 for each account), start syncing the accounts to the email clients one by one while monitoring the opened folder count.

6. In case you see spikes in the opened folder count after connecting a device, give it some time (around 10-15 minutes) to stabilize. If it does not stabilize, a full reboot of the email client is also recommended. The email client needs to be re-synced after.

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