iPhone "Unable to Move Message"

[mhoroschun]

Hi All

I've got one user who has a couple of e-mails in his inbox on his iPhone that he can't delete. They have already been deleted from Outlook, but every time he tries to delete them on the device he gets the following error message:

Unable to Move Message
The message could not be moved to the mailbox Trash.

I've tried doing an omscan and clearing the IMAP cache without success. What else should I try?

Matthew.

[propagandhi]

I am also seeing this beahviour, and the only way to have them disappear from the phone was to have them deleted from his email client and then we had to delete and re-create the activesync account on the phone. Only then did the messages disappear from the phone.


Further to this I see the following in the logs for the user:

2009-07-20 00:01:41,882 ERROR [PlatformClient.getMessages:121] CLIENT - message object could not be parsed while retrieving message headers
org.jdom.input.JDOMParseException: Error on line 1: The element type "HR" must be terminated by the matching end-tag "</HR>".
at org.jdom.input.SAXBuilder.build(SAXBuilder.java:504)
at com.scalix.wireless.utils.XmlUtils.parseXml(XmlUtils.java:82)
at com.scalix.wireless.api.entity.PlatformResponse.<init>(PlatformResponse.java:48)
at com.scalix.wireless.api.entity.MessageList.<init>(MessageList.java:27)
at com.scalix.wireless.api.service.PlatformClient.getMessages(PlatformClient.java:116)
at com.scalix.wireless.controller.command.PingCommand.deleteAllActiveSyncPreferences(PingCommand.java:402)
at com.scalix.wireless.controller.command.PingCommand.mergeRequestDetails(PingCommand.java:205)
at com.scalix.wireless.controller.command.PingCommand.execute(PingCommand.java:93)
at com.scalix.wireless.handlers.WirelessRequestImpl.execute(WirelessRequestImpl.java:166)
at com.scalix.wireless.HttpRequestHandler.handleRequest(HttpRequestHandler.java:140)
at com.scalix.wireless.WirelessServlet.doPost(WirelessServlet.java:114)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:647)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:729)
--
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:215)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:188)
at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:213)
at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:172)
at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:127)
at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:117)
at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:108)
at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:174)
at org.apache.jk.server.JkCoyoteHandler.invoke(JkCoyoteHandler.java:200)
at org.apache.jk.common.HandlerRequest.invoke(HandlerRequest.java:283)
at org.apache.jk.common.ChannelSocket.invoke(ChannelSocket.java:773)
at org.apache.jk.common.ChannelSocket.processConnection(ChannelSocket.java:703)
at org.apache.jk.common.ChannelSocket$SocketConnection.runIt(ChannelSocket.java:895)
at org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool.java:689)
at java.lang.Thread.run(Unknown Source)

2009-07-20 00:01:41,884 ERROR [PingCommand.mergeRequestDetails:265] COMMAND - deviceId: ApplXXXXXXXX, user: xxxxxxx preference information could not be reset
org.apache.commons.httpclient.HttpException: Error on line 1: The element type "HR" must be terminated by the matching end-tag "</HR>".
at com.scalix.wireless.api.service.PlatformClient.getMessages(PlatformClient.java:122)
at com.scalix.wireless.controller.command.PingCommand.deleteAllActiveSyncPreferences(PingCommand.java:402)
at com.scalix.wireless.controller.command.PingCommand.mergeRequestDetails(PingCommand.java:205)
at com.scalix.wireless.controller.command.PingCommand.execute(PingCommand.java:93)
at com.scalix.wireless.handlers.WirelessRequestImpl.execute(WirelessRequestImpl.java:166)
at com.scalix.wireless.HttpRequestHandler.handleRequest(HttpRequestHandler.java:140)
at com.scalix.wireless.WirelessServlet.doPost(WirelessServlet.java:114)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:647)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:729)
at org.springframework.web.servlet.mvc.ServletWrappingController.handleRequestInternal(ServletWrappingController.java:158)
at org.springframework.web.servlet.mvc.AbstractController.handleRequest(AbstractController.java:153)
at org.springframework.web.servlet.mvc.SimpleControllerHandlerAdapter.handle(SimpleControllerHandlerAdapter.java:48)
at org.springframework.web.servlet.DispatcherServlet.doDispatch(DispatcherServlet.java:875)
at org.springframework.web.servlet.DispatcherServlet.doService(DispatcherServlet.java:809)
--
at com.sun.org.apache.xerces.internal.impl.XMLScanner.reportFatalError(Unknown Source)
at com.sun.org.apache.xerces.internal.impl.XMLNSDocumentScannerImpl.scanEndElement(Unknown Source)
at com.sun.org.apache.xerces.internal.impl.XMLDocumentFragmentScannerImpl$FragmentContentDispatcher.dispatch(Unknown Source)
at com.sun.org.apache.xerces.internal.impl.XMLDocumentFragmentScannerImpl.scanDocument(Unknown Source)
at com.sun.org.apache.xerces.internal.parsers.XML11Configuration.parse(Unknown Source)
at com.sun.org.apache.xerces.internal.parsers.XML11Configuration.parse(Unknown Source)
at com.sun.org.apache.xerces.internal.parsers.XMLParser.parse(Unknown Source)
at com.sun.org.apache.xerces.internal.parsers.AbstractSAXParser.parse(Unknown Source)
at org.jdom.input.SAXBuilder.build(SAXBuilder.java:489)

2009-07-19 07:15:24,311 WARN [WirelessServlet.doPost:120] SERVLET - deviceId: ApplXXXXXXX, user: xxxxxxxx - Uncaught and unhandled exception was reported by the server:
S00000 internal server error
Message:Input request could not be processed

Stacktrace:
[Ljava.lang.StackTraceElement;@fad9cf
at com.scalix.wireless.controller.command.SyncCommand.execute(SyncCommand.java:151)
at com.scalix.wireless.handlers.WirelessRequestImpl.execute(WirelessRequestImpl.java:166)
at com.scalix.wireless.HttpRequestHandler.handleRequest(HttpRequestHandler.java:140)
at com.scalix.wireless.WirelessServlet.doPost(WirelessServlet.java:114)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:647)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:729)
at org.springframework.web.servlet.mvc.ServletWrappingController.handleRequestInternal(ServletWrappingController.java:158)
at org.springframework.web.servlet.mvc.AbstractController.handleRequest(AbstractController.java:153)
at org.springframework.web.servlet.mvc.SimpleControllerHandlerAdapter.handle(SimpleControllerHandlerAdapter.java:48)
at org.springframework.web.servlet.DispatcherServlet.doDispatch(DispatcherServlet.java:875)
--
at com.sun.org.apache.xerces.internal.parsers.XMLParser.parse(Unknown Source)
at com.sun.org.apache.xerces.internal.parsers.AbstractSAXParser.parse(Unknown Source)
at org.jdom.input.SAXBuilder.build(SAXBuilder.java:489)
at com.scalix.wireless.utils.XmlUtils.parseXml(XmlUtils.java:82)
at com.scalix.wireless.api.entity.PlatformResponse.<init>(PlatformResponse.java:48)
at com.scalix.wireless.api.entity.NotificationList.<init>(NotificationList.java:40)
at com.scalix.wireless.api.service.PlatformClient.getPushNotifications(PlatformClient.java:708)
at com.scalix.wireless.controller.push.PushNotificationConnection.run(PushNotificationConnection.java:166)
at java.lang.Thread.run(Unknown Source)

[mkaz1313]

I am a Scalix user who is having the same problem with my Iphone. After much experimenting it seems to be related to messages that have been forwarded to Scalix. I can delete some messages but the ones coming either from Gmail (forward to Scalix) or from our Spam bucket (and then released to Scalix) are the ones giving me problems. Anything someone could come up with on this would be greatly appreciated. MK

[mkaz1313]

Some additional information on this after my last post. I also have some messages that were sent to my gmail account which forwards to my Scalix e-mail on my iPhone. Those two messages never showed up on my desktop Outlook (Scalix), but are instead only on my iPhone and are stuck, i.e. I cannot delete them. MK

[mhoroschun]

The following appears to work:

1. Enable the user's Scalix Recovery Folder
2. Restore the message to the Inbox
3. Delete the message off the phone

Unfortunately if you don't catch it before it leaves the Scalix Recovery Folder then you're stuck with removing the Exchange account and adding it again.

(Which I'm having trouble with because I used the iPhone Configuration Utility which seems to have some odd bugs around signing the configuration profiles resulting in you not being able to remove them!!)

[bikerider]

any progress with this ?

[mhoroschun]

There is a bug: 19324
https://bugzilla.scalix.com/show_bug.cgi?id=19324

But no apparent progress.

This bug is really starting to annoy my iPhone users. They're accumulating longer and longer lists of messages that they can't delete off their phone. And they're wasting more and more of my time re-creating ActiveSync accounts on iPhones.