[horde] No synckey could be found.

Michael J Rubinsky mrubinsk at horde.org
Mon Jan 13 17:51:23 UTC 2014

Quoting Simon B <simon.buongiorno at gmail.com>:

> On 13 January 2014 18:39, Michael J Rubinsky <mrubinsk at horde.org> wrote:
>> Quoting Simon B <simon.buongiorno at gmail.com>:
>>> On 13 January 2014 17:13, Michael J Rubinsky <mrubinsk at horde.org> wrote:
>>>> Quoting Simon B <simon.buongiorno at gmail.com>:
>>>>> Hi Michael
>>>>> After upgrading to ActiveSyng 2.10.1 I noticed this in the activesync
>>>>> log for my device on the production server (I still can't get it to
>>>>> work on the git install).
>>>>> 2014-01-13T12:50:43+00:00 ERR: [21881] Attempting to add a collection
>>>>>                     to the sync cache while requiring a synckey, but no
>>>>>                     synckey could be found. Most likely a client error
>>>>> in
>>>>>                     requesting a collection during PING before it has
>>>>> issued a
>>>>>                     SYNC.
>>>>> What does this mean?  And any idea how to fix it?
>>>> It means that the client is broken and either (1) doesn't perform the
>>>> necessary local db cleanup when it receives a status code to reset it's
>>>> collection(s) - iOS does this - or (2) sends a PING request before all
>>>> collections have been initialized during the initial pairing.
>>>> The best way to fix is to recreate the account on the device. You could
>>>> try
>>>> simply disabling/re-enabling all collections on the device first if you
>>>> want, but that doesn't usually work on iOS, as it stubbornly holds onto
>>>> the
>>>> internal state, even when it's asked not to.
>>> Hi Mike
>>> I've recreated the account more times today than I can count (and
>>> yesterday when I removed the account and even rebooted before
>>> recreating it).  Unfortunately it means both the email clients on my
>>> device are broken (the native Google one (not Gmail, the other one)
>>> and Enhanced Email.  Enhanced Email is less broken, but doesn't allow
>>> me to create contacts.
>>> What I see on the device is that an initial sync is done but then the
>>> contacts later disappear (and won't reappear unless I:
>>> - turn off the sync,
>>> - reprovision the device in the admin/activesync.php
>>> - turn on the sync).
>>> Then a short time later the contacts disappear again.
>>> Oddly the calendar entries survive unless I add/change an event and
>>> then they too disappear.  This was working, but I don't know when it
>>> stopped as I've been working with the git install for a while now.
>>> One of my users used to have a similar problem which I blamed on the
>>> network, but it went away after they got a new device.
>>> I would have thought more people with stock ASOP devices would have
>>> this issue...
>> I don't see this issue on any of my android devices, stock, some CyanogenMod
>> roms, and Samsung's proprietary client.
> That's a pity :)  I didn't want to blame it on Cyanogenmod, but that's
> what I'm using on my Galaxy SIII.
> If I create a new device log and send it to you would you have a look please?

Sure, as long as it's not a KitKat build. There's nothing we can do to  
work around those issues, it has to be fixed in the client.


The Horde Project (www.horde.org)
mrubinsk at horde.org
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