Secure Mail - Unable to sync emails - Log Error: Caught ParserException in with Sync

Secure Mail - Unable to sync emails - Log Error: Caught ParserException in with Sync

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Article ID: CTX259039

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Updated On:

Description

  • Emails do not sync.
  • Reinstalling Secure Mail does not resolve the issue.
  • Secure Mail logs show:

" 2019-07-16T10:40:23.024-0700 ",SecureMail,ERROR (2),-[ActiveSyncEngine postSynchronousCommandWithData:contentType:withParser:withCommandString:withTimeout:error:],"Caught ParserException in with Sync",-,NSManagedObjectContext 0x2811dd860,1150f,Secure Mail,/jenkins/workspace/iOS_WorxMail/Release/Release_19.6.5/ExchangeMail/activesync/libiosactivesync/engine/ActiveSyncEngine.m,608
 

This message relates to a parsing error encountered while processing data (send or receive).  
 
 
" 2019-07-16T10:40:23.025-0700 ",SecureMail,ERROR (2),-[ASController(Sync) coreSyncFolders:forAccount:engine:pingManagement:syncMode:dataReceived:startTime:error:],"Sync failed with error error.domain=com.citrix.activesync.error, error.code=8, error.userInfo={
 NSLocalizedDescription = "An error was encountered while parsing the raw ActiveSync WBXML data. The logs above will show the exact point that the error occurred. The data may be corrupted. A resync of the data will generally resolve this situation.";


This message specifies that the sync failed with error code 8, which is associated with a  problem while parsing the raw ActiveSync WBXML data.   


Encountering a problem while parsing the WBXML data indicates that there might be an inconsistency, corruption, or a format mismatch in the data being received from the server. This could happen due to various reasons such as network interruptions, server issues, or even data corruption during transmission

 

Resolution

  1. Modify Email Sync Interval: Update the email sync period in Secure Mail settings to a briefer timeframe.

  2. Run CalCheck: Execute the CalCheck utility to detect and eliminate any corrupted calendar entries.

  3. Isolate Problematic Emails: Identify the date when mail syncing ceased. Transfer all emails from that specific day to a separate folder. Gradually add these emails to the Inbox one at a time until synchronization encounters an issue. This will help you pinpoint and remove the corrupted mail item.

Problem Cause

Corrupted email or calendar item.
 

Issue/Introduction

The article discusses an error (code 8) in Citrix Secure Mail's synchronization process. This error indicates a problem while converting raw ActiveSync data. It suggests data inconsistency or corruption. Also added link resources to helpful documentation. Published externally.

Additional Information

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