Issue with ZCO after doing NG Migration

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ZCO, IMAP, POP do not sync after NG Migration

   KB 24094        Last updated on 2021-11-3  

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After doing a Migration of ZCS using the NG Migration tools, accounts configured with MAPI, IMAP, POP protocol stop syncing with the existing profile.


NG export-import is designed in such a way that it only deals with user data and does not deal with the server side data, including Tokens. Tokens act as an index between the server and MUA. When an index is broken the existing profile does not know from where to start the sync and as a result it fails.

User-Side Data

  • Emails and Attachments
  • Folders (local and shared)
  • Calendars
  • Documents (for 6.x exports)
  • Briefcases
  • Tasks
  • User Preferences

Server-side Data

  • COSs
  • LDAP user Configs (such as External Auth)
  • Domain Settings

Error Logs

We can get the below log pattern on mailbox.log when a sync request comes from a migrated but existing ZCO profile

2020-04-23 06:10:46,621 WARN  [qtp1225197672-10057://] [;mid=30;ip=;port=60872;ua=Zimbra-ZCO/ (10.0.18363  en-US) P2440 T4bd0 R17;soapId=264f7b68;] SoapEngine - handler exceptioncom.zimbra.common.service.ServiceException: permission denied: can not access account 7a9bef11-558a-4bdf-b3e7-d25577438541

We can get the following log pattern on mailbox.log when an sync request comes from an migrated existing ZDesktop profile

2020-04-23 06:23:52,915 INFO  [qtp1225197672-10084://] [ip=;port=50522;ua=Zimbra Desktop/7.3.1_13063_Windows;soapId=264f7b9e;] SoapEngine - handler exception: authentication failed for [7a9bef11-558a-4bdf-b3e7-d25577438541], account not found


The only solution for this is to re-create the profiles once again.

To avoid this we recommend to do Rsync method of migration, which will avoid recreation of profiles after migration. This wiki contains more information.
Submitted by: Samrat Sarkar
Verified Against: ZCS 9.0, ZCS 8.8.x Date Created: 2020-05-29
Article ID: Date Modified: 2021-11-03

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