Troubleshooting connectivity or synchronization issues

Mail is syncing, but it is very slow

Contact your administrator, who might need to request assistance from IBM Support.

Old messages do not appear in mail

By default, messages that are more than 30 days old are not synced; this setting can be modified by your administrator. To ensure that you can access your older mail, consider creating a local archive of your Outlook mail so that you can view the older messages.

If the an archive doesn't resolve the issue, contact your administrator.

Folders do not display correctly

If some folders do not display at all, or if some content is missing from one or more folders, contact your administrator.

Other connectivity and sync problems

For other connectivity or synchronization problems, work through the following steps, in the order shown, to try to resolve the issue.

1. Send an email to yourself, and verify that if it leaves the Outbox, and that it arrives shortly after.
2. See if there is an authentication prompt hidden behind the current window.
3. Verify that there is an Internet connection, and if your company uses a VPN, that you are connected to it .
4. Does the problem go away if the Outlook client is restarted? If there are errors upon restart, please record them.
5. Validate your connection to the IBM® mail server.
   1. From Outlook, click File. The Account Information window opens.
   2. Choose Account Settings > Account Settings.
   3. In the Email tab, select the account that you use for the IBM® mail client.
   4. Click Change.
   5. Ensure all information looks correct for the account, click Next, and log in when prompted.

      Verify that you see a window with the text Connected.

6. Can you connect to your mail file (iNotes®), using a Microsoft™ Internet Explorer browser, and HTTPS? Are there any certificate errors? If there are certificate errors, see the topic Importing the server certificate.
7. Repair your account to re-create your IBM mail data. Before you do, read Technote 2003535.
   1. From Outlook, click File. The Account Information window opens.
   2. Choose Account Settings > Account Settings.
   3. In the Email tab, select the account that you use for the IBM® mail client.
   4. Click Change.
   5. Click Advanced > Repair Account. The following prompt is displayed:

      Are you sure you want to repair the account? 
      All data for this account will be resynced but the rest of the profile will remain intact.

   6. Click Yes to repair the account.
      Note: Clicking Help opens Technote 2003535.
   7. If the repair did not correct the problem, recreate your profile.
      Note: If you encounter either of the following issues after completing the repair, then your profile is corrupted and must be re-created:

      • When you click Send/Receive, the Send/Receive dialog box either flashes or does not display at all.
      • You have multiple accounts but do not have the option to send mail from another account.
8. If the previous steps do not resolve the issue, Report the problem.