Calender tasks and folder not loading (only affecting certain Outlook account)

[yhouyang02]

The calendar does not display one of my two Outlook accounts.

Log:

eM Client 10.4.4867+a1d55495e1 (Windows)
10:50:35 AM Online state: changed to online due to NetworkAvailability 
10:50:35 AM [email protected] AirSync Synchronizing folder list
10:50:35 AM [email protected] AirSync Synchronizing folder list
10:50:35 AM [email protected] IMAP Synchronizing folder '/Inbox'
10:50:35 AM [email protected] IMAP Synchronizing folder '/Inbox'
10:50:38 AM [email protected] AirSync Synchronizing folder '/Calendar'
10:50:38 AM [email protected] AirSync Synchronizing folder '/Contacts'
10:50:39 AM [email protected] AirSync Synchronizing folder '/Tasks'
10:50:42 AM [email protected] IMAP Synchronizing folder list
10:50:43 AM [email protected] IMAP Synchronizing folder '/Sent'
10:50:45 AM [email protected] IMAP Synchronizing folder '/Archive'
10:50:46 AM [email protected] IMAP Synchronizing folder list
10:50:47 AM [email protected] IMAP Synchronizing folder '/Sent'
10:50:47 AM [email protected] IMAP Synchronizing folder '/Drafts'
10:50:47 AM [email protected] IMAP Synchronizing folder '/Junk Email'
10:50:47 AM [email protected] IMAP Synchronizing folder '/Licences'
10:50:48 AM [email protected] IMAP Synchronizing folder '/Notes'
10:50:48 AM [email protected] IMAP Synchronizing folder '/Outbox'
10:50:49 AM [email protected] IMAP Synchronizing folder '/Scheduled'
10:50:49 AM [email protected] IMAP Synchronizing folder '/Sync Issues'
10:50:49 AM [email protected] IMAP Synchronizing folder '/Trash'
10:50:49 AM [email protected] IMAP Synchronizing folder '/2018 MIT'
10:50:51 AM [email protected] IMAP Synchronizing folder '/2019 CMU'
10:50:52 AM [email protected] IMAP Synchronizing folder '/2020 Applications'
10:50:53 AM [email protected] IMAP Synchronizing folder '/Archive'
10:50:53 AM [email protected] IMAP Synchronizing folder '/Drafts'
10:50:53 AM [email protected] IMAP Synchronizing folder '/Sync Issues/Conflicts'
10:50:53 AM [email protected] IMAP Synchronizing folder '/Itineraries'
10:50:54 AM [email protected] IMAP Synchronizing folder '/Sync Issues/Local Failures'
10:50:54 AM [email protected] IMAP Synchronizing folder '/Junk Email'
10:50:54 AM [email protected] IMAP Synchronizing folder '/Sync Issues/Server Failures'
10:50:54 AM [email protected] IMAP Synchronizing folder '/Notes'
10:50:54 AM [email protected] IMAP Synchronizing folder '/Outbox'
10:50:54 AM [email protected] IMAP Synchronizing folder '/Rents'
10:50:55 AM [email protected] IMAP Synchronizing folder '/Sync Issues'
10:50:55 AM [email protected] IMAP Synchronizing folder '/Trash'
10:50:56 AM [email protected] IMAP Synchronizing folder '/Itineraries/Flights'
10:50:57 AM [email protected] IMAP Synchronizing folder '/Itineraries/Hotels'
10:50:57 AM [email protected] IMAP Synchronizing folder '/Sync Issues/Conflicts'
10:50:57 AM [email protected] IMAP Synchronizing folder '/Sync Issues/Local Failures'
10:50:58 AM [email protected] IMAP Synchronizing folder '/Sync Issues/Server Failures'
10:51:17 AM [email protected] AirSync Synchronizing folder '/Calendar/Yuheng Ouyang'
10:51:23 AM [email protected] IMAP Synchronizing folder '/Sent'
10:55:29 AM [email protected] IMAP Synchronizing folder '/Sync Issues'
10:55:31 AM [email protected] IMAP Synchronizing folder '/Sync Issues/Server Failures'
10:55:37 AM [email protected] IMAP Synchronizing folder '/Itineraries/Hotels'
10:55:38 AM [email protected] IMAP Synchronizing folder '/Itineraries/Flights'
10:55:38 AM [email protected] IMAP Synchronizing folder '/Sync Issues/Local Failures'
10:55:39 AM [email protected] IMAP Synchronizing folder '/Sync Issues/Server Failures'
10:55:39 AM [email protected] IMAP Synchronizing folder '/Sync Issues/Conflicts'
10:55:39 AM [email protected] IMAP Synchronizing folder '/2020 Applications'
10:55:40 AM [email protected] IMAP Synchronizing folder '/2019 CMU'
10:55:40 AM [email protected] IMAP Synchronizing folder '/2018 MIT'
10:55:41 AM [email protected] IMAP Synchronizing folder '/Archive'
10:55:41 AM [email protected] IMAP Synchronizing folder '/Junk Email'
10:55:42 AM [email protected] IMAP Synchronizing folder '/Drafts'

Explored:

1. Both accounts are Outlook, so this is weird.
2. The account is not hidden or folded in the calendar tab. It is simply not there.
3. No error in the log.
4. From the log: the successful account has AirSynced the folder list, Calendar, Contacts, and Tasks folders, while the failed account’s AirSync stops after syncing the folder list. Therefore, no calendar folder or tasks are downloaded.
5. Repairing the account does not fix the issue.
6. The folder is missing entirely, so it is not able to repair the calendar.
7. Re-authorizing the failed account multiple times does not fix this issue.
8. Fully uninstalled eM Client (with AppData and cache removed) and tried both the latest version and the rollback does not fix the issue.

Also, I noticed that through Microsoft’s guide, Outlook accounts should use IMAP server outlook.office365.com, but your current auto-setup for Outlook fills imap-mail.outlook.com as the server. This caused a lot of sync errors and “Bad Command” errors. After manually switching to the new server, this has been fixed on the mail side.

I would like to urge you to place more attention on the user experience. Although I can only speak for Outlook on your Windows app, it consistently shows instability and errors throughout my use. I am a Pro user and have been using eM Client for a long time. This is the most user-friendly (especially the convenience to add and edit calendar items and the Agenda view), so please do continue to make it usable.

[cyberzork]

@yhouyang02

• Both accounts are Outlook, so this is weird.
• The account is not hidden or folded in the calendar tab. It is simply not there.
• No error in the log.
• eM Client 10.4.4867+a1d55495e1 (Windows)

Try first upgrading to the latest V10.4.5298 just updated via the release history page which has fixes for Hotmail and Outlook accounts with AirSync and other fixes. Close eM Client before installing update.

If upgrading to the latest version still doesn’t show your other Outlook.com account in the calendar, then “try remove and re-add the 2nd Outlook account again” and see if that then appears.

If that still doesn’t show in the calendar section, then “try create a new clean database” incase its possibly corrupted in some way.

To create a new database, “first close eM Client” and then go to the following hidden database folder below and “rename it” to eg: eM Client-Current . Then reopen eM Client and setup as new via the automatic account wizard and see if that fixes it.

(Hidden database folder Windows)
C:\Users%username%\AppData\Roaming\eM Client

If the second Outlook.com account then does show ok in the calendar section, then make a backup via “Menu / Backup” to save the settings. You can see when thats completed in Show Operations via the dropdown on the right of Refresh.

If you then need any data out of your original eM Client-Current hidden database “you can do a Partial Restore in Offline mode” via the following blog which explains how to do that part way down the webpage.

However if your second Outlook.com account calendar still doesn’t show after creating a new clean database and resetting up new, then if you have a current active paid Pro, Personal or Business version go to the VIP support page and login and lodge a support ticket.