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anybody seeing issues with XG17 causing Outlook desktop client losing "sync" with Office365.

wpajack

We've starting seeing issues in the last month or so with Outlook desktop client losing sync with Office365 when it will just stop syncing the cached mailbox.  no errors and it will say all folders up to date.  It takes restarting Outlook for it to get back in sync and it will stay synced for a random period of time at which time it will stop syncing again.

 

I'm thinking the issue is linked with the upgrade from XG16 to XG17 that happened around the same time.  i waited until MR3 to upgrade to XG17.  I did the MR5 upgrade to see it that would help but it doesn't appear so.



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  • 0 in reply to MiroslavCacija

    Miro, 

    I have had a ticket open for almost a month and still no fix. Let me know if you get it resolved ASAP. 

    I just upgraded my client to 17.08 MR8 (from 17.03 MR3) and I can now confirm that the issue is still happening on the latest firmware. 

  • 0 in reply to Joe Plunkett

    On the test computer so far it seems that I have success with firewall rule -

    Source Zones - Any, Source Networks and Device - Any, Destination Zones - Wan, Destination Networks - O365 ( *.office.com, *.office365.com ), alll scanning turned off.

    Put the rule on top, and test. Outlook opened more than 24 hours, and in sync so far. We'll see.

  • 0 in reply to MiroslavCacija

    I have already tried this kind of whitelist and it did not work for me. Let me know if you still don't see the issue for another 24 hours. I will be very surprised

  • 0 in reply to Joe Plunkett

    Has anyone had any success with dropping the power to the XG? I can confirm that with the exceptions & 17.08 didn't fix our issues.

    Below is the next steps from Sophos GES.

    Also thinking might need to take a deeper look at TCP time out settings...

     

    Hello Adam,

    Thank you for the session today and it was nice talking to you.

    The following are the takeaways from our conversation.

    1. The issue is intermittent.

    2. While the issue occurs, outlook client stays connected but the new emails cannot be downloaded. This does not work even by manually updating the folders. Though restarting the outlook client fixes the issue. Fro this we have asked you to contact Microsoft for additional inputs as in under what condition this behavior is observed.

    3. We have created a plain firewall rule for the most affected system to understand if the system works without any filter.

    4. We have created another rule for another system with the same policies (IPS, HTTP scan and WEB) as the default LAN-WAN rule to understand if the issue occurs with policies in place.

    5. We have agreed that when the issue occurs next time and happens only with system with policies, then we need to check it live and dig in more.

    6. We have also found that AV scan is set to batch mode, which can sometime create issues, so this can be shuffled to real time.

    7. We have also seen that FQDN hosts have been used using API under LAN-WAN rule, but the issue did not fix. Which means either some links are still going through proxy or there is a problem with the OUTLOOK client itself. Now the problem with outlook client can be there if the system in STEP 3 is still affected and in that case Microsoft should be able to give us some inputs.

    8. You will let us know when the issue occurs the next time to validate the above steps.

    Thank you and have a great week ahead.

    Regards,

    **********
    Sophos Technical Support
    www.sophos.com/.../contact-support.aspx

    Support Knowledge Base: community.sophos.com/kb
    Follow us on Twitter @SophosSupport

  • 0 in reply to Adam Rippon

    Are other people having this problem using HA (active/passive) mode?  I had a large customer that was not having the issue, but once I put in the new HA FW, they started having the issue.  This could just be a coincidence, but I am trying to nail down the source.  I have upgraded to 17.1 and the issue remains.  It seems to happen whether the rules have policies set or no policies set.  The one customer that I mentioned a while back that had the issue was bad, has not seen the problem since the hard power off of both the Primary and Aux device.  I am starting to think it is a memory or buffer issue.  The firewalls that are using HA are less likely to have a full power off, my thinking is that what ever is going wrong copies it to the HA FW and the HA FW copies it back after the primary comes back up.  Others are not seeing it as much because updates are clearing out the memory issue when it reboots during the upgrades.  Just a thought.

  • 0 in reply to John Loy

    BTW,  I am a little disappointed that this thread has been going on for a while and is very active, but no one from support it jumping it to try and help out.

  • 0 in reply to John Loy

    I agree.  At this point I feel like the work of going through the troubleshooting steps with support of just a waste of time.  It would be nice for them to acknowledge the issue and let us know they are working on it, if nothing else.  

  • 0

    Hi guys, I have the same problem on my XG105w.

     

    But I noticed something after weeks to investigate on this issue:

     

    The sync is sometimes lost only on the Outlook clients being executed in a Vlan which is not the default Vlan.

     

    Exemple:

     

    The users PC are connected in the Vlan10 and all of the users have the sync issues. But I have a RDS server which is connected in the Default Vlan ( the same network than the default local IP of the XG105 on the Port1) and the outlook clients executed and running 24/7 don't have sync issues.

     

    It's kinda weird ...

  • 0 in reply to VikenNajarian

    VikenNajarian said:

     

     

    The users PC are connected in the Vlan10 and all of the users have the sync issues. But I have a RDS server which is connected in the Default Vlan ( the same network than the default local IP of the XG105 on the Port1) and the outlook clients executed and running 24/7 don't have sync issues.

     

    It's kinda weird ...

     

     

    But don't normally RDS servers run outlook in online mode instead of cached-mode?

     

    I've had some success with some users by putting their desktop Outlook client into online mode, but they all end up switching back to Cached mode due to the "laggyness" of having to constantly download each new email that they want to look at.

  • 0 in reply to wpajack

    No, my RDS server is configured in cached mode for Outlook clients, because Online mode was toooooo laggy with our poor ADSL connection...