Issue with Folder Synchronization and Missing Emails on Android (Exchange ActiveSync)

Problem reported by Roger - 3/27/2026 at 3:45 PM

Submitted

Dear SmarterMail Support Team

I am writing to report a synchronization issue regarding your Exchange ActiveSync (EAS) implementation on Android devices.

Problem Description:
One of our clients using Samsung Galaxy devices with the native Samsung Email app has reported inconsistent mailbox states. Specifically, emails are frequently not in sync across different folders, and some messages appear to be "missing" from folders on the mobile device, even though they are visible in the Webmail interface.

Our Testing & Reproduction:
To investigate this, we conducted several tests using an Android device with the Nine email app (which is known for its robust EAS implementation). During our testing, we repeatedly moved an email from the Inbox to a subfolder and back to the Inbox.

We were able to reproduce the issue:
- In the Webmail interface, the email is correctly located in the respective folder.

- However, on the mobile device (connected via Exchange), the email is occasionally not displayed within that folder, even after a manual refresh.

- The folder structure appears to sync, but the message count and visibility within those folders remain inconsistent.

Environment:
- Server: SmarterMail Enterprise 9560
- Protocol: Exchange ActiveSync (EAS)
- Client Devices: Various Samsung Galaxy models (S24 series)
- Apps tested: Samsung Email, Nine

Could you please let us know if this is a known issue with the current EAS version or if there are specific server-side settings (such as cache indexing or heartbeat intervals) we should adjust to ensure real-time consistency between the server and Android clients?

Ticket-Number: 115-314A11BC-0060 - reported 03/16/2026

6 Replies

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Roger Replied

3/30/2026 at 7:40 AM

I wanted to reach out and hear about your experiences with a specific syncing issue.

Have any of you encountered problems with mail folder synchronization on Android devices, specifically Samsung phones? I have a client using two Samsung S24 devices, both recently factory reset and running the latest firmware. Both have been set up identically as Exchange accounts.

The issue is that after a certain amount of time, the folder status and contents are no longer consistent across both devices. Despite the identical setup, they seem to fall out of sync with each other.

Has anyone seen this behavior before or found a specific setting in SmarterMail or on the Samsung side that resolves this?

Looking forward to your insights!

Brian Replied

3/30/2026 at 8:33 AM

Running native android email??

Al lot of apps has issues after the latest android updates.

Gabriele Maoret - SERSIS Replied

3/30/2026 at 8:52 AM

Hi!

I'm recommending all my clients switch to eM Client mobile... In my opinion, it's MUCH better than the others...

And also, eM Client works in EWS, so I save on EAS license costs!!!

Gabriele Maoret - Head of SysAdmins and CISO at SERSIS

Currently manages 7 SmarterMail installations (1 in the cloud for SERSIS which provides services to a few hundred third-party email domains + 6 on-premise for customers who prefer to have their mail server in-house)

Roger Replied

3/31/2026 at 9:20 AM

thank you Gabriel. Do you had the same problems with regular applications such as Samsung Mail?

Gabriele Maoret - SERSIS Replied

3/31/2026 at 12:25 PM

No, I don't have any reports at the moment...

Mine was just a suggestion for a possible alternative solution.

Gabriele Maoret - Head of SysAdmins and CISO at SERSIS

Roger Replied

4/3/2026 at 9:10 AM

A customer has frequently reported an issue regarding two identical Samsung S24 devices. Both phones are running the same firmware and software versions, and the same Exchange account is configured on both using the Samsung Mail app.

The customer noted that when he moves emails into subfolders, the folder structure does not sync correctly and remains inconsistent between the two mobile devices. I was able to reproduce this behavior on a different smartphone using Samsung Mail and Nova.

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