Reminders are being removed without authorization by eM Client-Sync Synology NAS

Calendar
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  • eM Client 10.3.2619 auf Windows 11 und Version 10.3.4325 auf Android 16
  • Lizenz: Business; 1-mal-Zahlung; lebenslange Upgrades
  • Smartphone: Android 16 | UI. 8.0 on a Galaxy S25 Ultra
  • Synology Calendar on Synology DS 224+
  • Sync in Windows: eM Client CalDAV <=> Synology Calendar
  • Sync in Android: DAVx5: Business Kalender <=> Synology Calendar
  • Sync in Android: eM Client CalDAV <=> Synology Calendar

Das im Folgenden beschriebene Problem ist gemäß meinen Tests ein Programm-Fehler in eM Client. Da es bei eM Client keine Möglichkeit gibt, Fehler direkt zu melden, versuche ich das nun über dieses Forum.
Zur Unterstützung bitte ich alle User mit ähnlichen Problemen, diese hier zu posten. Dann könnte eM Client verstehen, dass es sich dabei um ein massives Problem handeln könnte!

BESCHREIBUNG:
Unser Haupt-Kalender ist auf unserem NAS (Synology DS 224+) gespeichert. Eingaben an Windows-PC and Laptops und Android-Smartphones werden mit dem Synology-Calendar synchronisiert.

Windows-Rechner: eM Client Business
Smartphones: App Business Kalender
Ein Smartphone zusätzlich: eM Client für Android (die Installation erfolgte über den eM Client-QR-Code eines der Windows-Computer (hat super funktioniert!))
Alle Software- und Betriebssystem-Versionen sind aktuell!

DAS PROBLEM:
Wir haben viele Termine im Kalender. Die Erfassung dieser Termine erfolgt auf den Windows-Rechnern in eM Client und auf den Smartphones in der App Business Kalender.

Die Synchronisation mit dem Synology-Calendar funktioniert über alle Systeme hinweg zunächst ohne Probleme => die erfassten Erinnerungen sind also überall korrekt vorhanden (also in eM Client auf den Windows-Rechnern, im Synology-Calendar und in den Smartphone-Kalendern eM Client und Business Kalender).

DER FEHLER:
Nach unbestimmter Zeit (Tagen oder Wochen) werden Erinnerungen im eM Client (Windows und Android) aus unerfindlichen Gründen entfernt.

WICHTIG:
Im Synology-Calendar und in der Smartphone-App Business Kalender bleiben die Erinnerungen aber weiterhin korrekt gespeichert.

Trotz unendlich vieler Tests konnten wir bis heute nicht herausfinden, unter welchen Umständen die Erinnerungen aus den eM Client-Computern und Smartphones entfernt werden.
Deshalb bitten wir eM Client dringend um Prüfung dieses Problems!

English-Translation (Google Translater):

  • eM Client 10.3.2619 on Windows 11 and version 10.3.4325 on Android 16
  • License: Business; one-time payment; lifetime upgrades
  • Smartphone: Android 16 | UI 8.0 on a Galaxy S25 Ultra
  • Synology Calendar on Synology DS 224+
  • Sync in Windows: eM Client CalDAV <=> Synology Calendar
  • Sync in Android: DAVx5: Business Calendar <=> Synology Calendar
  • Sync in Android: eM Client CalDAV <=> Synology Calendar

The problem described below, according to my tests, is a bug in eM Client. Since eM Client doesn’t offer a way to report bugs directly, I’m trying to do so through this forum.

To help resolve this issue, I ask all users experiencing similar problems to post them here. This might help eM Client understand that this could be a widespread problem!

DESCRIPTION:
Our main calendar is stored on our NAS (Synology DS 224+). Entries made on Windows PCs and laptops, as well as Android smartphones, are synchronized with the Synology Calendar.

Windows computers: eM Client Business
Smartphones: Business Calendar app
One additional smartphone: eM Client for Android (installed via the eM Client QR code on one of the Windows computers (worked perfectly!))

THE PROBLEM:
We have many appointments in the calendar. These appointments are entered on the Windows computers using eM Client and on the smartphones using the Business Calendar app.

Synchronization with the Synology Calendar initially works without any problems across all systems => the entered reminders are correctly displayed everywhere (i.e., in eM Client on the Windows computers, in the Synology Calendar, and in the eM Client and Business Calendar smartphone calendars).

THE PROBLEM:
After an indeterminate period of time (days or weeks), reminders are inexplicably deleted in eM Client (Windows and Android).

IMPORTANT: However, the reminders remain correctly saved in Synology Calendar and the Business Calendar smartphone app.

Despite extensive testing, we have been unable to determine the circumstances under which the reminders are deleted from eM Client computers and smartphones.

Therefore, we urge eM Client to investigate this issue!

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THE PROBLEM:
After an indeterminate period of time (days or weeks), reminders are inexplicably deleted in eM Client (Windows and Android).

If calendar entries / reminders are not showing or some have dissapeared in eM Client “but are showing online” for an IMAP or Exchange account, try running the repair on the calendar which clears the local cache and then should fix the issue.

To repair the Desktop calendar cache “right click on the word calendar” directly under your calendar email address and click “Properties” at the bottom. Then click the “Repair tab” and click Repair.

To repair the Android calendar “press and hold your finger” on the word calendar directly under your calendar email address and press “Properties”. Then press “Repair down at the very bottom of the page”.

Once repaired your online calendar entries & calendar reminders might take a few seconds or so to resync from the server end.

If still and issue then if you have a current active paid Pro Personal or Business version go to th VIP support page and login and lodge a support ticket

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Hallo Cyperzork! Vielen Dank für Deine schnelle Antwort!

Wie von Dir vorgeschlagen, habe ich den lokalen Cache in eM Client auf allen Geräten (PC, Laptops, Smartphone) gelöscht.
Das Ergebnis:
Nun sind in den eM Client noch viel mehr Erinnerungen verschwunden.
Einen der betroffenen Termine habe ich zum Test mit der App „Business Kalender“ auf dem Handy geöffnet und den Reminder wieder neu gesetzt mit „2 Stunden vor Termin“. Zusätzlich habe ich im Feld „Beschreibung“ protokolliert, was ich geändert habe.
Ergebnis:
Der Reminder ist nun erst einmal wieder auf allen Geräten und Apps vorhanden.
ABER: Der besagte Protokoll-Text im Feld „Beschreibung“ wurde von den eM Clients beim Sync nicht übertragen. Er fehlt also auf allen Geräten im eM Client (Windows u. Android).

Wie man daran erkennen kann, gibt es also nicht nur Sync-Fehler im Bereich der Reminder, sondern auf für andere Datenfelder.

Ich habe eine Business-Lizenz mit 1-mal-Zahlung und lebenslangen Upgrades. Der VIP Support ist aber schon am 05.11.2023 abgelaufen. Ich kann also kein Ticket auf der VIP Support-Seite eröffnen.

ENGLISH TRANSLATION:

Hello Cyperzork! Thank you so much for your quick reply!

As you suggested, I cleared the local cache in eM Client on all devices (PC, laptops, smartphone).
The result:
Now even more reminders have disappeared from eM Client.

To test, I opened one of the affected appointments with the “Business Calendar” app on my phone and reset the reminder to “2 hours before the appointment.” I also logged what I changed in the “Description” field.
Result:
The reminder is now available again on all devices and apps. BUT: The log text in the “Description” field wasn’t transferred by the eM Clients during sync. It’s missing on all devices in eM Client (Windows and Android).

As you can see, there are sync errors not only with reminders but also with other data fields.

I have a business license with a one-time payment and lifetime upgrades. However, my VIP support expired on November 5, 2023. Therefore, I can’t open a ticket on the VIP support page.

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ADDENDUM: … just to avoid any misunderstanding: When I write: “the reminders have disappeared,” this means that the “Reminder” data field in the relevant appointment record is empty, or the content reads “no reminder.”

GERMAN TRANSLATION:

ERGÄNZUNG: … nur damit es kein Missverständnis gibt: Wenn ich schreibe: “die Reminder sind verschwunden” bedeutet das, dass im betreffenden Termindatensatz das Datenfeld “Erinnerung” leer ist, bzw. der Inhalt lautet “keine Erinnerung”

5

As you suggested, I cleared the local cache in eM Client on all devices (PC, laptops, smartphone).
The result: Now even more reminders have disappeared from eM Client

The calendar reminders just eg: might take more time to sync back from the server to eM Client desktop and mobile apps as the local calendar cache has been cleared. So give it longer and see.

I have a business license with a one-time payment and lifetime upgrades. However, my VIP support expired on November 5, 2023. Therefore, I can’t open a ticket on the VIP support page.

As you have run out of your initial 12 months included support, you can get another year VIP support extension via the following link below.

“Get a 1-year extension to your VIP Support”

https://www.emclient.com/extend-support

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It’s now been over 6 hours since I cleared the local cache. That should be plenty of time.
Result: => Many appointments on the eM Client computers still have no entry in the “Reminder” field, while the same appointments in the Synology Calendar on the NAS and in the Business Calendar on the smartphones have the correct entries in the “Reminder” field.

The described malfunction is therefore unchanged despite clearing the cache: => Only the appointments on the eM Clients still have empty reminder fields after synchronization.
And as I mentioned this morning, sometimes other fields (e.g., the description field) are not updated by the synchronization either.

Since other calendar apps don’t exhibit this malfunction, the only conclusion is that eM Client has a bug.

Cynerzork, I hope you understand that I refuse to repurchase a VIP account! I don’t need help; I’m reporting a bug!

Nun ist es über 6 Stunden her, dass ich den lokalen Cache geleert habe. Das sollte genügend Wartezeit sein.
Ergebnis: => Nach wie vor haben sehr viele Termine auf den eM Client-Computern keinen Eintrag mehr im Feld “Reminder”, während die gleichen Termine im Synology-Calendar auf dem NAS und im Business Calendar auf den Smartphones die korrekten Einträge im Feld “Reminder” haben.

Das beschriebene Fehlverhalten ist also trotz Cache-Leerung unverändert: => Nur die Termine auf den eM Clients haben nach Synchronisationen nach wie vor leere Reminder-Felder. Und wie ich heute Vormittag schon erwähnte, werden manchmal auch andere Felder (z. B. das Feld Beschreibung) durch die Synchronisation nicht upgedated.

Da andere Kalender-Apps dieses Fehlverhalten nicht haben, bleibt nur die Schlussfolgerung, dass eM Client hier einen Programmfehler hat.

Cynerzork, ich hoffe, Sie verstehen, dass ich den Kauf eines weiteren VIP-Account ablehne! Denn ich brauche keine Hilfe, sondern ich melde einen Programmfehler!

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Calendar - Appointments - CalDAV-Sync
Calendar - Appointments - CalDAV-Sync1467×479 267 KB

@ eM Client Team:
Over the weekend, I conducted a completely new test scenario. This is intended to demonstrate that eM Client has a significant bug in its CalDAV synchronization.

The test setup and individual results are listed below.

The test shows that during CalDAV synchronization, eM Client fails to synchronize most reminders on both the Windows and Android installations.

Specifically:
The original calendar on the Synology NAS contains 126 appointments. Each appointment has a reminder.
eM Client transferred 126 appointments via CalDAV synchronization on the Windows PC. BUT only 37 reminders (instead of 126).

The situation is even worse on the smartphones:
There, eM Client only transferred 11 or 10 reminders during CalDAV synchronization.

I urge the eM Client team to seriously investigate this issue.

Thank you in Advance!
DataShark

1 Like
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I’ve also been dealing with the same issue for a long time now.
Same setup but I don’t use the android eM client App and have a different Synology NAS (1621+).
As for phones: S22+ and S25+

If you need any additional information from my side, please let me know.
Seems like this is somehow an issue between emClient and Synology Calendar.

Thank you!

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Hi Pastor6310,
Oh yes, that sounds very interesting. Your problem seems to have the same causes as mine.
I’ve also been experiencing the problems you described ever since we started using eM Client. But in the past, I couldn’t pinpoint the cause.

Now, over the last few days, I’ve finally conducted systematic tests and can now pinpoint exactly when and why the problems occur.
Therefore, it must clearly be a problem with eM Client’s sync function.

I find it very alarming that we users have no way to report actual bugs directly to eM Client.
And my bug reports here in the forum don’t seem to interest anyone at eM Client.
That’s incredibly frustrating, as I’ve invested countless hours in troubleshooting.

I’d be very interested in hearing more from you!
Have you found any solutions or workarounds?

Best regards,
DataShark

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@DataShark

I find it very alarming that we users have no way to report actual bugs directly to eM Client.
And my bug reports here in the forum don’t seem to interest anyone at eM Client.

Official vip support is where you go to report a problem “who will then advise what logs etc” are required to find out and fix the issue.

That’s the official way to find out what’s wrong. This is only a free community user forum.

Sometimes support may post replies in these threads but no guarantee. So best to lodge the issue as I advised previously with official support.

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@Pastor6310

I’ve also been dealing with the same issue for a long time now

Seems like this is somehow an issue between emClient and Synology Calendar

As this issue has been going on for alongtime, then I would suggest you also contact VIP support and lodge a ticket to get your logs etc investigated.

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@cyberzork
@eM Client Team

Thanks again for your suggestion, cyberzork, to report the problem to eM Client VIP support. However, as I already wrote on November 20th, I don’t see why I should have to purchase VIP support to report a bug to eM Client.

I assume this forum belongs to the eM Client company and that the admins and moderators, judging by their avatars, are also eM Client employees. Therefore, I had hoped that my bug reports would be read by the eM Client team. But that was clearly a miscalculation on my part.

In any case, at my IT company, we were always very grateful when our customers discovered bugs and reported them to us. This helped us to further optimize our software and expand our competitive advantages.
We would never have considered charging customers to report bugs!

1 Like
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Hi, I’m sorry we’re addressing this late. We do our best to monitor the forum, but we don’t always catch everything. You can also reach us via our public email address, FYI: Support | Remote Assistance | License Manager | eM Client

Please follow these steps to help us get further details:

  1. Go to menu > Settings > Advanced.
  2. Enable logging for CalDAV under the affected account.
  3. Click the “Clear Logs” button.
  4. Restart eM Client.

Once the reminders disappear:

  1. Go to Menu > Help > Open Log Directory. Select CalDAV logs from around the time it could have happened, and email them at [email protected]

Thanks!

1 Like
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@ All

I’ve been in contact with Kim Fisher from eM Client via email. She’s currently investigating the sync error issue. As soon as there are any new findings, I’ll post them here for everyone.

DataShark

1 Like
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UPDATE:
Kim from eM Client wrote that they are currently evaluating my logs.

In further tests, I discovered that Thunderbird is experiencing similar issues to eM Client with CalDAV synchronization with the Synology Calendar.

However, DAVx5 on my Android smartphone, for example, synchronizes calendars with the Synology Calendar without any problems.

But as I said, according to Kim, eM Client is now working on the issue…

Best wishes, Data Shark