We keep seeing issues with sync on HTC Touch Diamonds and Touch Pros.

Periodically, the device will stop syncing mail, calendar, notes etc. although the device is connecting and requesting a sync from the GMS server.


The user log (mobile gateway user.log) shows that the session stops after "Duration" (see below)

I 10:02:36.924 1cfd3b2 MsgSys Synchronization started [markj]
I 10:02:39.643 1f8d077 FrmSvr Connection Info [markj]
I 10:02:39.643 1f8d077 FrmSvr Connection type: Dialup [markj]
I 10:02:39.643 1f8d077 FrmSvr Device name: MJ_Touch_Pro [markj]
I 10:02:39.643 1f8d077 FrmSvr Sync via: Sync (user initiated) [markj]
I 10:02:39.643 1f8d077 FrmSvr Bytes in/out: 620/549 (* actual over the air count may be higher) [markj]
I 10:02:39.643 1f8d077 FrmSvr Duration: 00:04 [markj]


We are able to get around this problem by kick-starting syncing by selecting any "overwrite" option in "What to sync" and then performing a manual sync. (see below)

I 10:03:28.127 dc024a MsgSys Synchronization started [markj]
I 10:03:54.986 1f8d077 FrmSvr Connection Info [markj]
I 10:03:54.986 1f8d077 FrmSvr Connection type: Dialup [markj]
I 10:03:54.986 1f8d077 FrmSvr Device name: MJ_Touch_Pro [markj]
I 10:03:54.986 1f8d077 FrmSvr Sync via: Sync (user initiated) [markj]
I 10:03:54.986 1f8d077 FrmSvr Bytes in/out: 18770/14725 (* actual over the air count may be higher) [markj]
I 10:03:54.986 1f8d077 FrmSvr Duration: 00:27 [markj]
I 10:03:54.986 1f8d077 FrmSvr Wireless Email [markj]
I 10:03:54.986 1f8d077 FrmSvr Outbox (none mailed) [markj]
I 10:03:54.986 1f8d077 FrmSvr Inbox (8 new, 2 updated, 5 deleted) [markj]
I 10:03:54.986 1f8d077 FrmSvr Sent Items (7 new, 6 deleted) [markj]
I 10:03:54.986 1f8d077 FrmSvr Drafts (2 new) [markj]
I 10:03:54.986 1f8d077 FrmSvr Calendar (4 updated, 8 deleted, 2 sent) [markj]
I 10:03:54.986 1f8d077 FrmSvr Tasks (no changes) [markj]
I 10:03:54.986 1f8d077 FrmSvr Contacts (1 sent) [markj]
I 10:03:54.986 1f8d077 FrmSvr Notes (11 new, 11 deleted, 11 sent) [markj]
I 10:03:54.986 1f8d077 FrmSvr Travel Info (no changes) [markj]



We have upgraded from GMS 203 to GMS 301 and installed the latest client but the problem remains.

The sync issue is between the device and the GMS server as the email can be viewed by logging into the web page on the server.

Any ideas

Cheers