Bug 404079

Summary:	EWS will not download new email anymore after a:ErrorServerBusy: The server cannot service this request right now. Try again later.
Product:	[Frameworks and Libraries] Akonadi	Reporter:	Aaron Williams <aaronw>
Component:	EWS Resource	Assignee:	kdepim bugs <kdepim-bugs>
Status:	REPORTED ---
Severity:	major	CC:	krissn, Martin
Priority:	NOR
Version:	unspecified
Target Milestone:	---
Platform:	Other
OS:	Linux
Latest Commit:		Version Fixed In:
Sentry Crash Report:

Description Aaron Williams 2019-02-08 05:53:35 UTC

SUMMARY

EWS lost most of my email and can't download any new email. I have been restarting Akonadi and trying to get it to start downloading EWS email again but for some reason it's been stuck since early this morning. At some point most of my email went poof and I can't download it again.

STEPS TO REPRODUCE
1. Click on my Office365 account inbox
2. Note that no new email is displayed
3. Try and refresh the inbox (never completes)

OBSERVED RESULT
It seems to get stuck retrieving inbox items at some point after office365 returns eServerBusy. When the server is no longer busy, things don't recover. To make matters worse, however, it seems like it lost most of my email.

I do have some emails, which are the emails it downloaded before eServerBusy started up.

EXPECTED RESULT
I expect it to downlSOFTWARE/OS VERSIONS
Windows: 
MacOS: 
Linux/KDE Plasma: OpenSUSE 15.0
(available in About System)
KDE Plasma Version: 
KDE Frameworks Version: 5.54.0
Qt Version: 5.12.0
Akonadi: 18.12.1

ADDITIONAL INFORMATION

Comment 1 Martin Steigerwald 2019-02-08 07:22:57 UTC

Dear Aaron. As frustrating that experience sounds, are you actually *sure* that those mails are lost? If they are still accessible within Outlook Web Access, they are not lost. Remember – except for some state information, configuration and delayed updating of remote resources – Akonadi is just a cache.

Akonadi misconception #1: where is my data?
https://blogs.kde.org/2011/11/13/akonadi-misconception-1-where-my-data

Please check whether the mails you miss are still accessible within Outlook Web Access (or another mail client using OWA like Evolution with evolution-ews) and report back.

Comment 2 Aaron Williams 2019-02-08 07:37:12 UTC

The emails are still on the server, but Akonadi seems unable to download the rest of the emails. It usually downloads until it gets eServerBusy where the server tells Akonadi to wait (up to 5 minutes). Akonadi ignores this and just continues to try and download. Often Akonadi never recovers when the busy period has ended. I have 61,577 emails sitting in my inbox and I have folders with considerably more email due to some mailing lists I belong to.

Comment 3 Martin Steigerwald 2019-02-08 07:49:26 UTC

Okay, Aaron, thanks for your prompt update. Lowering severity as there is no data loss involved. (Severity is not how you feel about the bug, but about how severe it factually is.)

I found that you already reported something similar:

Bug 403903 - org.kde.pim.ews.client: a:ErrorServerBusy: The server cannot service this request right now. Try again later.

I am trying to see how this bug report is not a duplicate of your older bug report: So what is new here is that you like to point out that Akonadi EWS, after not respecting ErrorServerBusy, gets stuck completely? For now I have changed the title as such. Feel free to clarify and change the title as you see fit.

Do you see anything in the logs that is different from what you mentioned in bug 403903?

Comment 4 Martin Steigerwald 2019-02-08 10:05:57 UTC

Aaron, you provided a trace when Akonadi EWS gets eServerBusy and it never recovers and seems to be stuck in the other bug report:

does not respect org.kde.pim.ews.client: a:ErrorServerBusy: The server cannot service this request right now. Try again later.
https://bugs.kde.org/show_bug.cgi?id=403903#c4

Thus setting this to REPORTED again. Let's hope Kriss kann have a look at it.