On the client software side, you may find messages in Outlook itself, in the "Sync Issues" folder.
On the server side, there are 2 files you should look at:
- the general log
- the activity log
You can enable a detailed log for a specific user on the server for more in-depth investigation, but be warned that this impacts performance. This is enabled using the bm-cli command line tool with the additional
bm-plugin-cli-mapi package installed on the server:
Logs are then located in the file
Settings are lost when you restart the bm-mapi server.
Unable to copy or move an email to a folder
- an email can be seen in an Outlook folder but it isn't shown in that same folder on the server (it is visible neither in webmail nor on mobile devices)
- the "Sync Issues" Outlook folder contains many errors about this email
- syncing is stuck but it resumes when you delete the email in Outlook
Error when creating an account because of a wrong saved password
Issue/symptoms: Outlook doesn't let you create an account when you enter a password – Outlook says that the password is wrong.
Cause: The user has saved a wrong password for this account during a previous attempt to create an account.
Diagnosis: In the server's log file
/var/log/nginx/access.log, you will find lines such as:
This means that a wrong password for firstname.lastname@example.org is being submitted during account creation.
To remove the wrong password:
- make sure that Outlook and the account creation window are closed.
- open the Credential Manager by typing Windows + R
- then "
control /name Microsoft.CredentialManager" in the run box:
- click OK (or type <Enter>)
- delete entries such as
E.g. to delete the password for :
Password being asked in a loop
Issue/Symptom: The account creation and synchronization have been successful but then Outlook keeps asking for the user's password repeatedly.
Cause: If your system uses CAS authentication, Outlook may not find the right method to use to contact the autodiscover service.
Solution: You have to force the registry key to tell Outlook to exclude the direct connection method to Office365
- Open regedit:
- Click the start button
regediteither in the Run application or in the Windows search bar.
- Press Enter
- (HIGHLY RECOMMENDED BUT OPTIONAL) Back-up your registry – Click here to find out how.
- In the registry, go to
- Right-click anywhere in the right column, select NEW and then DWORD (32-bit).
- Name this entry:
- Right-click this entry and select Edit
- Change the value to 1 in the value field and click OK
- Restart your computer
- Create your Outlook profile again
- Open Outlook and when asked, enter your email address and password.
For more information about this issue, go to: https://docs.microsoft.com/en-us/outlook/troubleshoot/domain-management/unexpected-autodiscover-behavior
Folders are empty
Issue/Symptom: The default folders (Inbox, Sent, Trash, etc.) are present but empty. In webmail, they do contain messages.
Cause: This is because of an account replication issue.
Solution: Perform specific maintenance repairs:
Then restart Outlook and check that the messages are coming in properly.
The Global Address Book in Outlook is incomplete
- I start Outlook
- I write a message
- I click the "To" button
- I can't find all the addresses from the BlueMind server
/var/log/bm-mapi/mapi.log. log file. You will find errors such as:
Cause: Regenerate the hollow database which maps BlueMind uids with "Outlook for mapi uids". E.g.:
To read mapping information:
Solution: Regenerate the hollow database using this procedure:
Check the core logs and wait until the hollow database is done regenerating. Then restart the mapi service:
Messages aren't arranged by folder despite conversation mode being enabled
This feature hasn't been implemented as part of BlueMind's MAPI yet.
Some messages may be sorted by conversation depending on the third-party client they come from (e.g. Webmail or Thunderbird).
During an Outlook profile creation, Outlook displays a message: "The name cannot be matched to a name in the address list."
Cause: During the creation of an Outlook profile, Outlook checks that the account's email address is present in the GAL, but only the default email address is present in the GAL.
Solution: In the BlueMind account settings (admin), set the email address used to create the Outlook profile as the default email address.