Mail Sync Issue:
An iOS user is experiencing an issue where her mailbox is failing sync with:
Cannot Get Mail
The connection to the server failed.
Logging into the HCL Traveler server via web browser is successful. (The Person doc and password/ID Vault password are being used successfully.)
traveler.mindwatering.net/traveler
However, there is an issue listed for the user:
Traveler
User Status for Design MW/Mindwatering
The Traveler server encountered an internal error validating your User ID CN=FirstName LastName/OU=GroupName/O=Mindwatering. Please contact your server administrator.
Apple-iPhone10C2 with Device ID J...7890: Last synced at Sunday, September 6, 2026 at 12:49:57 PM Eastern Daylight Time and monitoring user's mail database is disabled.
Apple-iPhone14C7 with Device ID P...ZXYABC: Last synced at Monday, September 7, 2026 at 12:40:09 AM Eastern Daylight Time and monitoring user's mail database is disabled.
Sync Issue Troubleshooting and Resolution:
- Checked ACL on mail application is great. User is Designer, which is fine for us.
- Checked folder access list - user listed in a group, but not individually in the folder access list. Other users also not in that group but in other groups do not show the issue.
- Added Person explicitly to the the folder access list. Refreshed the Traveler status page and page is successful:
Traveler
User Status for Design MW/Mindwatering
Traveler server is available.
Apple-iPhone10C2 with Device ID J...7890: Last synced at Tuesday, September 8, 2026 at 9:08:42 PM Eastern Daylight Time and no sync requests from the server are pending.
Apple-iPhone14C7 with Device ID P...ZXYABC: Last synced at Monday, September 7, 2026 at 12:40:09 AM Eastern Daylight Time and these sync requests from the server are pending: mail:add/update/delete
. . .
Why?
- Issue is now resolved on the status page. But why did this need to happen?
- Removed Person from the staff group and replicated to Traveler server. Added her back, and replicated, again.
- Removed the individual entry from the folder access list.
- Refreshed. Traveler still shows Traveler server is available, and no validating message. NIF issue or group membership cache issue?
Not sure, but issue is gone:
- Two syncs from the Mail folders and mail transferred successfully.
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