Root element is missing

1

I downloaded this client for the first time today. Don’t know it at all. It seems like a pretty cool tool to use. It was easy enough to connect to my work email (MS Exchange). But then it only downloaded messages up until 3 December 2013. It downloaded 2700 messages from the server. But then it stopped and gives the following error message:

An error occurred.
Synchronizing folder ‘[email protected]/Inbox/’ failed with an error: Root element is missing.

And it doesn’t receive any new messages.

What should I do ?

Thanks

2

For what it’s worth : I have version 6 of this client.

I also have a second email address set up . That works just fine. Just the Exchange account that won’t get any new messages.

3

Hi, please contact me on my email address [email protected] with this topic’s url in subject.

Jan

4

this thread shows answered. could someone post the answer to this. i am having the same issue. exchange 2007 and windows 8.1 for desktop os.
thanks

5

Hi, this is answered because I have answered it previously. This issue should have been resolved in newest version, can you tell me exactly what version of eM Client and exchange server (service packs) do you have?

Jan

6

em client - latest (v6)
exchange 2007
additional info: i have removed that account and setup a google apps for business account and get the same error. i believe sp3 for my exchanger.

7

I will need your Exchange logs, go to tools - settings - advanced, check Exchange Web Services under your account, apply and restart eM Client.
Simulate steps that leads to your issue and after that use “send logs…” to [email protected] together with this topic’s URL in subject.

Then you can turn logging off.

Jan

8

I too am having the same problem.  All my folders appear to be synchronized except a folder I have named GFI, which contains emails from our spam scanner.  We are using Exchange 2007.  My version of the client is 6.0.20154.0, running on a Windows Surface Pro table with Windows 8.1 Pro.  If you need any more info, please let me know.

9

Hi, can you please try updating your application to this version (http://www.emclient.com/dist/v6.0.20224/setup.msi) ? And then please right click the folder (or the account) and select Properties > Repair and click on the Repair button. Let me know if that solved the issue, or if the behavior changed.

Thank you,
Paul.

10

Paul,

It looks like the problem at hand has went away.  Thank you for your help.  I am having two other problems, though, which may be need to be in a different thread.

First, it appears as if my contacts are not synchronized to my device.  I click on Contacts in the left pane, and when I try to click on the checkbox next to Contacts under the account name, it will not change to the checked state or show my contacts in Outlook/Exchange.

Second, in Outlook on my work laptop, I have an RSS Feeds folder with subfolders in my mailbox treeview; however, in eM Client, the subfolders appear as regular folders.  Do you know if this can be changed to mimic Outlook by a setting or a future release?  Or, is this just the default behavior?

Thanks again,
B. Poole

11

Brian, did you try the repair function on your contacts folder? Can you maybe make a screenshot of the check buttons? Can you check any of them, or are simply all not working?

Thank you,
Paul.

12

Paul,

I think repairing the contacts fixed the issue.  I was originally right-clicking on the account name under the Contacts pane and repairing the whole account.  Instead, I discovered I could right-click on the Contacts checkbox/label under the account name and select repair from there.

Thanks for your help,
B. Poole

13

Great! Glad everything works now. if you come across any other issues, let us know, we’ll be happy to help, but I hope everything will stay ok…

Thank you,
Paul.

14

Hi there,

I am having the same issue with version 6.0.22065.0.
Exchange 2007, Windows 7.

Is there anything I can do about it (besides uninstalling eM Client and using Outlook)?

Kind regards,
Jean-Sacha

15

Hi Jean, unfortunately not completely sure what you’re referring to, can you please specify the application’s behavior? Please note the topic is almost a year old.

Are you seeing any errors? Can you make a screenshot of the error and submit it to us here on the forum?

When the error occurs, can you switch to the “Log” tab, copy the content of the log and submit it to us here on the forum?

Thank you…

16

Hi Paul,

Thanks for you reply.

I can see that the thread is old but my problem seems to be exactly the same.

I have created a new account using exchange connecting to my existing Exchange account.
While synchronising with Exchange I get the below error message relating to the Inbox. A large part of the Inbox could be successfully imported but at some point it got stuck with these errors.
All the other folders were synchronised successfully - even while the error appears.

The log is here (email address changed):

12:46:50 Online state: changed to online due to NetworkAvailability
12:46:50 [email protected] [Offline Address Book]  Synchronizing folder list
12:47:24 [email protected] [Offline Address Book]  Synchronizing folder list
12:47:29 [email protected] [Offline Address Book]  Synchronizing folder list
12:47:33 [email protected] [Offline Address Book]  Synchronizing folder list
12:47:34 [email protected] [Offline Address Book]  Synchronizing folder list
12:47:35 [email protected] [Offline Address Book]  Synchronizing folder list
12:47:39 [email protected] [Offline Address Book]  Synchronizing folder list
12:47:45 [email protected] [Offline Address Book]  Synchronizing folder list
12:47:53 [email protected] [Offline Address Book]  Synchronizing folder list
12:47:54 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Inbox/’
12:47:57 [email protected] [Offline Address Book]  Synchronizing folder list
12:47:58 [email protected] [Offline Address Book]  Synchronizing folder ‘[email protected]/Global Address List/’
12:48:01   MailExceptions.OperationException: Synchronizing folder ‘[email protected]/Inbox/’ failed due to the following error: Root element is missing. —> System.Xml.XmlException: Root element is missing.
12:48:01    at MailClient.Protocols.Exchange.ExchangeGenericCommand.Execute(WorkerStatus status)
12:48:01    — End of inner exception stack trace —
12:48:01    at MailClient.Protocols.Exchange.ExchangeGenericCommand.Execute(WorkerStatus status)
12:48:01    at MailClient.Commands.Command.Process(WorkerStatus status)
12:48:01 [email protected] [Exchange Web Services]  Synchronizing folder list
12:48:08 [email protected] [Exchange Web Services]  Synchronizing folder list
12:48:09 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Inbox/’
12:48:13   MailExceptions.OperationException: Synchronizing folder ‘[email protected]/Inbox/’ failed due to the following error: Root element is missing. —> System.Xml.XmlException: Root element is missing.
12:48:13    at MailClient.Protocols.Exchange.ExchangeGenericCommand.Execute(WorkerStatus status)
12:48:13    — End of inner exception stack trace —
12:48:13    at MailClient.Protocols.Exchange.ExchangeGenericCommand.Execute(WorkerStatus status)
12:48:13    at MailClient.Commands.Command.Process(WorkerStatus status)
12:48:13 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Calendar/’
12:48:13 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Contacts/’
12:48:14 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Drafts/’
12:48:14 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Tasks/’
12:48:14 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Sync Issues/’
12:48:15 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Inbox/’
12:48:19   MailExceptions.OperationException: Synchronizing folder ‘[email protected]/Inbox/’ failed due to the following error: Root element is missing. —> System.Xml.XmlException: Root element is missing.
12:48:19    at MailClient.Protocols.Exchange.ExchangeGenericCommand.Execute(WorkerStatus status)
12:48:19    — End of inner exception stack trace —
12:48:19    at MailClient.Protocols.Exchange.ExchangeGenericCommand.Execute(WorkerStatus status)
12:48:19    at MailClient.Commands.Command.Process(WorkerStatus status)
12:48:19 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Outbox/’
12:48:19 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Sent/’
13:15:25 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Sent/’
13:15:26 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Inbox/AdminRe/’
13:15:27 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Trash/’
13:23:27 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Junk E-mail/’
13:23:29 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/AdminInfo/’
13:23:30 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/old/’
13:23:31 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/SF SalesForce/’
13:31:31 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Inbox/’
13:31:35   MailExceptions.OperationException: Synchronizing folder ‘[email protected]/Inbox/’ failed due to the following error: Root element is missing. —> System.Xml.XmlException: Root element is missing.
13:31:35    at MailClient.Protocols.Exchange.ExchangeGenericCommand.Execute(WorkerStatus status)
13:31:35    — End of inner exception stack trace —
13:31:35    at MailClient.Protocols.Exchange.ExchangeGenericCommand.Execute(WorkerStatus status)
13:31:35    at MailClient.Commands.Command.Process(WorkerStatus status)
13:31:35 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Infected Items/’
13:31:36 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Suggested Contacts/’
13:31:39 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Sync Issues/Server Failures/’
13:31:40 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Sync Issues/Conflicts/’
13:31:57 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Sync Issues/Local Failures/’
13:31:58 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Inbox/CWM/’
13:48:57 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Inbox/WhoIsWho/’
13:48:58 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Inbox/AdminRe/’
13:48:58 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Inbox/Pru/’
13:53:40 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Inbox/bookings/’
13:53:41 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Inbox/JIRA Foreign Projects/’
13:53:43 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Inbox/CVs/’
13:53:44 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Inbox/Bamboo/’
13:53:46 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Inbox/PMO/’
13:53:47 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Inbox/Confluence/’
13:53:48 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Inbox/Just Retirement/’
13:56:12 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Inbox/Uniqa/’
13:56:12 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Trash/Archive/’
13:56:13 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Trash/Confluence/’
13:56:14 [email protected] [Exchange Web Services]  Uploading item(s) to folder ‘[email protected]/Calendar/’
13:56:15 [email protected] [Exchange Web Services]  Uploading item(s) to folder ‘[email protected]/Calendar/’
14:45:19 [email protected] [Exchange Web Services]  Uploading item(s) to folder ‘[email protected]/Calendar/’
15:15:02 [email protected] [Exchange Web Services]  Uploading item(s) to folder ‘[email protected]/Calendar/’
15:55:49 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Inbox/AdminRe/’
15:55:53 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Inbox/’
15:55:58   MailExceptions.OperationException: Synchronizing folder ‘[email protected]/Inbox/’ failed due to the following error: Root element is missing. —> System.Xml.XmlException: Root element is missing.
15:55:58    at MailClient.Protocols.Exchange.ExchangeGenericCommand.Execute(WorkerStatus status)
15:55:58    — End of inner exception stack trace —
15:55:58    at MailClient.Protocols.Exchange.ExchangeGenericCommand.Execute(WorkerStatus status)
15:55:58    at MailClient.Commands.Command.Process(WorkerStatus status)
15:57:01 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Inbox/AdminRe/’
15:57:03 [email protected] [Exchange Web Services]  Synchronizing folder ‘[email protected]/Inbox/’
15:57:12   MailExceptions.OperationException: Synchronizing folder ‘[email protected]/Inbox/’ failed due to the following error: Root element is missing. —> System.Xml.XmlException: Root element is missing.
15:57:12    at MailClient.Protocols.Exchange.ExchangeGenericCommand.Execute(WorkerStatus status)
15:57:12    — End of inner exception stack trace —
15:57:12    at MailClient.Protocols.Exchange.ExchangeGenericCommand.Execute(WorkerStatus status)
15:57:12    at MailClient.Commands.Command.Process(WorkerStatus status)

17

Hi again, are you using any security software on your computer, can you please try to temporarily disable any security software that may have disabled the application’s ability to connect to your mail server?

How did you set up the account in eM Client, did you use the automatic setup?

18

I used the automatic setup for Exchange which was working smoothly. Nothing special there (I have given the email address, username, password).

Unfortunately, I cannot disable the virus scanner. The firewall notifies me of blocked traffic and I didn’t receive anything.

I am using a VPN connection that is active and Outlook works without problems.

19

On another note: how can it be the security tools if I can get thousands of emails wihtout problems?

20

Small add-on: running the whole process again I get similar results. Interestingly, the INBOX stops synchronising with the error I described above after 2609 messages - exactly at the same message as before.
However, the sent folder for example has synchronised more than 9000 messages without any problem. So, the sheer size may not be the source of the problem.