Zimbra Desktop error on initial sync from server

[markvp]

Trying to do the initial sync and the client fails. I have uninstall and reinstalled deleted the "Local Settings\Application Data\Zimbra" folder. Trying to figure out why it just stops. We just rolled out the Zimbra Desktop to all our users and this is the only one with this type of issue. The user is able to sync part of the PST file that we imported, but fails before it syncs the rest to the desktop.

The web client works just fine, only problem is syncing the offline files to the desktop.

Thanks,
Mark

Failure communicating with remote server. Please try again later.

Debug message: C:\Documents and Settings\dcarson\Local Settings\Application Data\Zimbra\Zimbra Desktop\store\incoming\1287161431125-916.msg (Access is denied)

Exception:

com.zimbra.common.service.ServiceException: system failure: InitialSync.syncMessagesAsTgz
ExceptionId:sync-mbox-dcarson@natco.us:1287164917218:f10145dd9f5e24bb
Code:service.FAILURE
at com.zimbra.common.service.ServiceException.FAILURE (ServiceException.java:248)
at com.zimbra.cs.mailbox.SyncExceptionHandler.checkRe coverableException(SyncExceptionHandler.java:55)
at com.zimbra.cs.mailbox.InitialSync.syncMessagesAsTg z(InitialSync.java:1032)
at com.zimbra.cs.mailbox.InitialSync.syncMessages(Ini tialSync.java:960)
at com.zimbra.cs.mailbox.InitialSync.syncMessagelikeI tems(InitialSync.java:441)
at com.zimbra.cs.mailbox.InitialSync.initialFolderSyn c(InitialSync.java:323)
at com.zimbra.cs.mailbox.InitialSync.initialFolderSyn c(InitialSync.java:387)
at com.zimbra.cs.mailbox.InitialSync.initialFolderSyn c(InitialSync.java:387)
at com.zimbra.cs.mailbox.InitialSync.resume(InitialSy nc.java:198)
at com.zimbra.cs.mailbox.InitialSync.resume(InitialSy nc.java:182)
at com.zimbra.cs.mailbox.MailboxSync.sync(MailboxSync .java:177)
at com.zimbra.cs.mailbox.ZcsMailbox.sync(ZcsMailbox.j ava:119)
at com.zimbra.cs.mailbox.ZcsMailbox.syncOnTimer(ZcsMa ilbox.java:100)
at com.zimbra.cs.mailbox.SyncMailbox$1.run(SyncMailbo x.java:262)
at java.util.TimerThread.mainLoop(Unknown Source)
at java.util.TimerThread.run(Unknown Source)
Caused by: com.zimbra.common.service.ServiceException: system failure: storing message 410
ExceptionId:sync-mbox-dcarson@natco.us:1287164917218:f10145dd9f5e24bb
Code:service.FAILURE
at com.zimbra.common.service.ServiceException.FAILURE (ServiceException.java:248)
at com.zimbra.cs.mailbox.InitialSync.saveMessage(Init ialSync.java:1219)
at com.zimbra.cs.mailbox.InitialSync.syncMessagesAsTg z(InitialSync.java:1027)
... 13 more
Caused by: java.io.FileNotFoundException: C:\Documents and Settings\dcarson\Local Settings\Application Data\Zimbra\Zimbra Desktop\store\incoming\1287161431125-916.msg (Access is denied)
at java.io.FileInputStream.open(Native Method)
at java.io.FileInputStream.(Unknown Source)
at java.io.FileInputStream.(Unknown Source)
at com.zimbra.znative.IO.link(IO.java:80)
at com.zimbra.cs.store.file.FileBlobStore.link(FileBl obStore.java:190)
at com.zimbra.cs.store.file.FileBlobStore.link(FileBl obStore.java:163)
at com.zimbra.cs.store.file.FileBlobStore.link(FileBl obStore.java:44)
at com.zimbra.cs.mailbox.Mailbox.addMessageInternal(M ailbox.java:4657)
at com.zimbra.cs.mailbox.Mailbox.addMessage(Mailbox.j ava:4401)
at com.zimbra.cs.mailbox.Mailbox.addMessage(Mailbox.j ava:4334)
at com.zimbra.cs.mailbox.InitialSync.saveMessage(Init ialSync.java:1207)
... 14 more

If issue persists please post description and debug information here.

[phoenix]

Do tell us which version of Zimbra Desktop you're using (if it's not ZD 2 then please try that) and which operating system and what type of server (POP, IMAP etc.) you're connecting to (if it's a Zimbra server then which version/release).

[markvp]

sorry Bill, I usually remember to put the tech specs on. It is the latest and greatest. Downloaded the version off the website earlier today. 2_0_b10580_win32.msi (Windows XP, 300GB HD, and 2GB RAM.

[markvp]

Anyone have any ideas? ? ?

[jmhe]

The ServiceException you posted, did you see that right after you did a fresh installation and the initial sync failed?

Are there any other excetions in zdesktop.log?

[markvp]

No, the error comes after it starts the sync. . . downloads parts of his zimbra store.

[jflanigan]

Does the error always occur on this exact same message (410), or does it affect different messages each time?

Is this user running antivirus? If so are there any warning/messages it the antivirus log which mention the store/incoming directory?

Can you configure the antivirus to exclude this directory and/or disable it temporarily to see if sync can proceed?

[markvp]

Hey Jflanigans,

I think this was an issue with a virus. I had another user that had definate signs that a virus was imported and was caught on the desktop when it was syncing up. I ran a full virus scan on the server files, and removed all traces of any virus (about 8 files). This solved the problem on both of the users.

Thanks for pointing me in the right direction,
Mark