LO81446: BRAND NEW USER PRIME SYNC FINDS FOLDERS BUT EXCHANGE ACTIVESYNC FOLDERSYNC HAS ZERO FOLDERS CAUSING DEVICE TO SEE NO DATA

APAR status

• Closed as program error.

Error description

• User's initial FolderSync is getting 0 folders from the server.
  
  Here is what happened:
  1. The device connected to do FolderSync.
  2. The device didn't exist in the system at all (no security
  record), so the Listener was created (which enabled monitoring
  which kicked off a prime sync (PS)) and the 449 was returned.
  3. The PS got far enough to find the 30 folders for the user.
  4. The Listener created in #2 was then reaped.  This reap
  deleted the 30 folders but left the account.
  5. The device got the 449 and did Provision.
  6. The device did another FolderSync (normal to retry after the
  449 caused Provisions) and got 0 folders from the server.
  7. The device needs the folders and keeps doing FolderSync in a
  loop.
  8. "tell traveler reset" is run on the server (this does NOT
  delete the security record).
  9. The device does a FolderSync.
  10.  The server creates the Listener but does not return the 449
  as the security record contains the Exchange ActiveSync policy
  key negotiated in the Provision flows from #5.  The Listener
  being created enables monitoring and kicks of the PS as before).
  11. As the 449 was not returned, the cleanup of the Listener is
  not done, so there is no reap to run on top of the PS from #10.
  12. The PS finishes and finds the 30 folders.
  13. The FolderSync response contains the 30 folders and
  everything continues from there.
  
  This is an issue introduced in the 20140530 builds.   The issue
  is also timing related between the prime sync and the reap as
  they are not supposed to be running in parallel - one should
  have to wait for the other to finish.  Because it is a timing
  issue, each user and system may or may not see the issue.  Many
  customers have had APAR test fix builds since May 30th and
  haven't noticed the issue, so that just confirms that is a
  timing issue.
  

Local fix

• tell traveler reset * <user>
  
  This should only be done if you know you have this exact issue.
  Reset should not be used in general without L3 direction.
  

Problem summary

• Folder sync may return no folders causing initial sync to fail.
  The scenario causing this is not very common.
  

Problem conclusion

• The Notes Traveler server has been updated to avoid this issue.
  

Temporary fix

• This fix is included in Notes Traveler 9.0.0.1 IF7
  and 9.0.1 IF6 and will be included in any future releases.
  
  See this technote for the latest maintenance infomation:
  http://www.ibm.com/support/docview.wss?uid=swg24019529
  

Comments

APAR Information

• APAR is sysrouted FROM one or more of the following:

• APAR is sysrouted TO one or more of the following:

Fix information

• Fixed component name

  LOTUS NOTES TRA

• Fixed component ID

  5724E6204

Applicable component levels

• R900 PSY

     UP

• R901 PSY

     UP