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Status Future Consideration
Created by Guest
Created on Oct 20, 2021

Prompt users to restart the Outlook if sync request doesn't get response from ActiveSync

If Exchange ActiveSync process is not responding, then HTMO sync request cannot be completed. So we (HTMO) have to again send sync request and just keep on waiting. Now at this point, if user restarts the Outlook, the ActiveSync process is also restarted and its all threads, memory gets initialized again. So it can immediately fulfill the sync request. But problem is, how user will understand that, he/she needs to restart the Outlook ? The issue normally happens when Outlook is kept running for multiple days without closing.

So there is a feature request from HTMO side to prompt users to restart the Outlook when sync request gets very delayed response or does not get a response at all. There can be another prompt to show the message like "Outlook is running for 6 days: 14 hours: 29 minutes. Please restart the Outlook whenever possible".

These extra checks from HTMO side, will prevent future issues like HTMO profile requiring a repair etc.

This feature request is submitted for HTMO 3.0.2 version and 3.0.3 version.

Please consider building these extra checks in HTMO side for future versions of HTMO.

  • Attach files
  • Guest
    Oct 27, 2021

    Hello . In fact we have this issue and the out of memory HTMO+Outlook issue is always reproduced on the will within 14-15 hours while sending 6 emails per minutes to Outlook. Outlook usually reports out of memory error after syncing 5000 emails. Thus, having registry key for the warning text and another registry key for the duration would help in some manner.

  • Guest
    Oct 22, 2021

    Normally when we do not receive a proper response to our sync request in HTMO, user has no way to undertand he/she needs to restart the Outlook. So it is important to show this prompt from HTMO side. The prompt can be as simple as "Please restart Outlook to continue syncing". Just maintain a boolean value on temporary basis. On restart, this boolean value will be again set to default. This is how HTMO shall handle the failures happening outside of HTMO code.

  • Guest
    Oct 21, 2021


    It's not only active sync stopping to respond. It's also out of memory condition Outlook is complaining about. That condition does not appear when using Outlook without HTMO (that stands for Native internal Outlook ActiveSync). When using ActiveSync with HTMO, it appears that public ActiveSync API runs to out of memory condition. Native internal Outlook ActiveSync does not face this issue. Out of memory condition results in Synchronization failure and (sometimes) in Outlook local mail file corruption. Adding couple registry keys for enabling warning to restart Outlook and warning text should not be a big deal for HCL.