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# [Possible Bug] ActiveSync loses connection / does not sync

Update 09.03.2015: Reopened the question, because I ran into this bug again and others are running into this bug, too. The description below is still valid.

I set up Horde 5 with ActiveSync on my homeserver in Nov/2014 and added an Exchange account on my Jolla.

Since then, my Jolla stops syncing every day (sometimes up to 5 times a day) with my server. When all is ok, the email app states that the account got updated "just now" (don't know the exact translation, because German). Otherwise I can see something like "x hours ago" (sometimes 4-6 hours until I notice that the sync has stopped again).

Rarely I get a notification, that states that my Exchange account has a problem and needs to be reactivated (1 out of 50 times [or something like that]).

The sync starts again, when I disable the account and enable it again (for a few hours up to a day until it got stuck again).

I don't know, if I am the only one with this problem (therefore "possible bug"). But I have another Horde 5 setup on another server (same setup) and some iClients (iPhone, iPad) where I never encountered this problem.

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@ejjoman - When these disconnects happen are you moving around or alternating from mobile to wifi or vice-versa ?

( 2015-01-26 10:30:14 +0300 )edit

@VDVsx - Unfortunately, I don't really know, when these disconnects happen exactly. My phone is mostly connected over mobile over the day. I often see only something like "Last updated x [minutes/hours] ago", so I don't know, what happened then. But yes, sometimes it could really be related to switching between mobile to wifi, or bad mobile reception (altering between "no network" / 2G / 3G / 4G).

( 2015-01-26 18:44:15 +0300 )edit

@ejjoman - Ok, next SW update(u11) fixes a but related to that, if that does not solve the problem we can investigate more then. Thx.

( 2015-01-27 08:41:21 +0300 )edit

I don't know why, but I have had similar issues with accounts such as Google & Facebook on both the Jolla and way back when I used Ubuntu.

If I remember correctly, both systems use the same backend, from the Mer Project, for this functionality. So to me it seems safe to assume this is a core issue in upstream.

( 2015-03-03 17:18:32 +0300 )edit

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Update 09.03.2015: Unmarked as correct answer. See Update in first post. I will mark this answer as correct again, when the bug is actually fixed.

The problem of silently not syncing seems to be fixed since U11 RC as @VDVsx said in his comment.

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@ejjoman - Are you able to turn logs on, wait until problem occurs and then send those ?

enable logging, in:

/home/nemo/.config/Nokia/activesync.conf


Enable file log and add a path for the log, like for example:

[FileLog]
Enabled=1
Path=/home/nemo/Documents/as.log


Then restart device or restart as-daemon:

systemctl --user stop as-daemon
systemctl --user start as-daemon


examine the file to see if you want to remove some data, your email address, calendar entries names and folder names can be presented there, send me the logs to mail-logs at jolla dot com. After that turn file log off again by setting "enabled" to 0.Thanks a lot!

( 2015-03-09 14:37:33 +0300 )edit

@VDVsx - sure, will do this! Sometimes it stops syncing for 15 minutes because of a bug on server-side (auth fails due unknown reasons). Hope it will not clutter/tamper the actual problem...

Edit: and thank you for the fast reply :)

( 2015-03-09 14:46:37 +0300 )edit

Hello I think that the question is still not answered. The same problem occurs with me. At the German provider of 1and1, I have the following account: 1 & 1 mailxchange. It is actually supported by Microsoft Exchange. It does, because sometimes my data on my Jolla (1.1.2.16 Yliaavanlampi) are fully synchronized. Mail, contacts and addresses. Then, it may take up to 2 days until it is synchronized the next time. Sometimes less. Reboot, account delete, manually synchronize, everything does not affect the synchronization. I can see no correlations. I don't know what I should try everything? Again as a short summary: Synchronization works, but very infrequently. I think the error is still not resolved. I use my Jollla for business and it is important that everything is immediately synchronized. Is it possible to mark the question as not answered. Otherwise, I find my Jolla sailfish OS gigantic. Thank you very much for the help.

edit: 10.3.2015 My MfE account has now following error. The contacts were synchronized. Although not everything correctly, but still. Email and calendar does not synchronize for 24 hours. In the minimized app is to read: synchronization failed. I will create the account again new. Reports later on the result.

edit:13.3.2015 After 2 days intensive trial and error I found out the following:

I deleted Microsoft Exchange account and have reinstalled it, while I have enabled only the points of contacts and calendar. My Jolla has synchronized all contacts and calendar items from the 1 & 1 server. Now I have the opportunity, contacts and calendar entries from my PC (Microsoft Outlook 2010), as well as by my Jolla (Microsoft Exchange), to sync without any problems. The problems begin as soon as I activate the point email in my Jolla (Microsoft Exchange). On the first attempt, only the Inbox is synchronized. Then the synchronization gets stuck. In the minimized app is to read: synchronization failed. Also manually synchronize brings no success. For me it looks as if the folders between Jolla (Microsoft Exchange) and 1 & 1 server can not be recognized correctly and are thus no longer synchronized.

What now? I have uninstalled all accounts and reinstalled them:

Now, I am synchronizing contacts and calendars with Microsoft Exchange. Without any problems. I sync emails now with the normal email account (imap). Without any problems.

In the long run, that is of course not an ideal solution. To update everything through a single account is much more comfortable and especially clear.

Hope dies last. Saifish OS 2.0 will all make better :-) Or is there an update before? :-).

edit:16.3.2015@VDVsx I've managed to make a log file (as.log). I sent it to the following e-mail address: mail-logs@jolla.com. See you. Hopefully with a positive feedback :-). Thank you very much.

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@rosapold - Does manual sync from email app work when it not syncing automatically ? What sync schedule are you using ?

( 2015-03-09 14:33:23 +0300 )edit

@VDVsx First, thanks to everyone for the quick response.

No. Manually synchronize of the Microsoft Exchange account from the email app doesn't work. In the minimized app is to read: synchronization failed.

Most of the time the preset times with constant updating in the high stage and manual synchronization in the normal phase. I've tested here already the various settings. Maybe I've missed what? :-(

( 2015-03-09 15:42:46 +0300 )edit

@rosapold - Could you please collect logs like explained above ?

( 2015-03-11 13:56:19 +0300 )edit

@VDVsx - How to enable file log? The description above is too short for me, I'm stuck. I need more detailed instructions!

( 2015-03-13 11:52:12 +0300 )edit

I have issues too, could not sync my emails the last 2 days. I recreated the account, but it doesn't actually update the mail box at all. (I just use the emails from Exchange)

( 2015-03-13 11:58:31 +0300 )edit

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Last updated: Mar 16 '15