Given the recent rather rocky launch of MobileMe, it is no surprise that this week’s list of new and updated technotes from Apple contains a large number of support documents relating to MobileMe.

It is one thing to read the range of complaints in the MobileMe Apple Discussion Group . It’s another thing to get a sense of big problems from the horse’s mouth itself.

Apple’s new Support offerings for MobileMe are listed at the end of this post.

All MobileMe services get a look in, but there is a concentration on Sync issues and how to deal with them.

Some of the items are more useful than others. For example, I didn’t know what the maximum size of a MobileMe email message was until I read that “you can send and receive email messages up to 20 MB in size with your MobileMe Mail account.”

On the other hand, the technote on “How MobileMe filters spam messages” is less useful.

It tells you that

To minimize the impact of spam on MobileMe members, MobileMe employs several methods of detecting spam before it ever reaches your inbox. Spam prevention requires filtering mechanisms that include dynamic lists, trend analysis and content filtering.

However, it continues, “Filtering spam at the server is only part of the equation. You may find it helpful to use your mail application filtering to complement the server filtering.”

The only way to deal with false-positives is to contact MobileMe support:

If you feel that a friendly message was inadvertently deleted, you may want to ask your friend for a follow up email before you contact support, if you notice that multiple messages are being delayed, bounced, or not delivered, you should contact MobileMe Support directly.

Another cracker comes in the technote on viewing Mail.app’s Notes in MobileMe Mail:

Symptoms
If you create a Note with Mail in Mac OS X 10.5 Leopard, then view the note with MobileMe Mail, the text of the note will appear but the background color of the note will not be yellow.

Additionally, the notes cannot be edited in MobileMe Mail, and may appear to be from an “unspecified-domain” with no “To” address.

Products Affected
Mac OS X 10.5, MobileMe, MobileMe Mail

Resolution
This is expected behavior. For the best experience with Notes, use Mac OS X Mail only.

This document will be updated as more information becomes available.

Here is the full list of new notes relating to MobileMe:

New and Updated Knowledge Base Documents

Canceling your MobileMe account
http://docs.info.apple.com/article.html?artnum=HT2174

How MobileMe filters spam messages
http://docs.info.apple.com/article.html?artnum=HT1073

iDisk Syncing: Changes made directly to the iDisk may not immediately sync down to local iDisk
http://docs.info.apple.com/article.html?artnum=TS1159

iDisk Syncing: iDisk may not sync if connected via a mobile high-speed connection
http://docs.info.apple.com/article.html?artnum=TS1758

iDisk: iDisk Syncing takes up more hard drive space than expected in Mac OS X 10.5
http://docs.info.apple.com/article.html?artnum=TS1771

iMovie and MobileMe Gallery: Some movie names may not work in MobileMe Gallery
http://docs.info.apple.com/article.html?artnum=TS1038

iWeb: "This entry no longer exists" error when trying to add or remove comments on blogs published to MobileMe
http://docs.info.apple.com/article.html?artnum=TS1763

iWeb: Default page fails to load & browser continuously refreshes
http://docs.info.apple.com/article.html?artnum=TS1727

iWeb: In published site, Add Comment links don’t display or work correctly
http://docs.info.apple.com/article.html?artnum=TS1762

iWeb: Preserving website comments when upgrading from iWeb 1.x to 2.0
http://docs.info.apple.com/article.html?artnum=HT2094

Mac OS X 10.5: About viewing Mail Notes in MobileMe Mail
http://docs.info.apple.com/article.html?artnum=TS1756

Mac OS X 10.5: Address Book Sharing – clicking the sync icon does not start sync with MobileMe
http://docs.info.apple.com/article.html?artnum=TS1757

Mac OS X 10.5: MobileMe Sync menu icon spins constantly
http://docs.info.apple.com/article.html?artnum=TS1182

Mac OS X 10.5: Resetting the SyncServices folder
http://docs.info.apple.com/article.html?artnum=TS1627

Mac OS X 10.5: Syncing preference settings with MobileMe Sync
http://docs.info.apple.com/article.html?artnum=HT2085

Mac OS X: Can’t connect to iDisk, get "Error Code -50"
http://docs.info.apple.com/article.html?artnum=TS1429

Mac OS X: Do not remove or modify SyncServices folder
http://docs.info.apple.com/article.html?artnum=HT1865

Mac OS X: Mail – MobileMe account mailbox is dimmed
http://docs.info.apple.com/article.html?artnum=TS1726

MacBook (Late 2007): iDisk, MobileMe or remote home directory sync unsuccessful
http://docs.info.apple.com/article.html?artnum=TS1759

Maximum MobileMe message size
http://docs.info.apple.com/article.html?artnum=HT2069

MobileMe and Apple ID passwords cannot accept some characters
http://docs.info.apple.com/article.html?artnum=TS1728

MobileMe iDisk: Cannot Check Disk Space in System Preferences
http://docs.info.apple.com/article.html?artnum=TS1737

MobileMe mail messages are missing
http://docs.info.apple.com/article.html?artnum=TS1730

MobileMe scans email for viruses
http://docs.info.apple.com/article.html?artnum=HT2076

MobileMe Sync, Mac OS X 10.5: Calendar syncing issues
http://docs.info.apple.com/article.html?artnum=TS1200

MobileMe Sync: About syncing third-party Dashboard Widgets in Mac OS X 10.5
http://docs.info.apple.com/article.html?artnum=TS1751

MobileMe Sync: Alert after merging contacts
http://docs.info.apple.com/article.html?artnum=TS1178

MobileMe Sync: Conflict Resolver states that seemingly-identical contacts have conflicts after Mac OS X 10.5 upgrade
http://docs.info.apple.com/article.html?artnum=TS1174

MobileMe Sync: iCal Group Calendar name may change when syncing in Mac OS X 10.4 or 10.5
http://docs.info.apple.com/article.html?artnum=TS1188

MobileMe Sync: Initial syncing of Dashboard Widgets may result in duplicate widgets
http://docs.info.apple.com/article.html?artnum=TS1750

MobileMe Sync: Non-functioning web clips may be deleted after syncing Dashboard widgets
http://docs.info.apple.com/article.html?artnum=TS1171

MobileMe Sync: Removing third-party items from the MobileMe Sync pane in Mac OS X 10.5, 10.4
http://docs.info.apple.com/article.html?artnum=TS1153

MobileMe Sync: RSS status doesn’t not sync between Mac OS X 10.4 and Mac OS X 10.5 Leopard
http://docs.info.apple.com/article.html?artnum=TS1170

MobileMe Sync: Syncing contact addresses between Mac OS X 10.4 and Mac OS X 10.5 causes sync conflict or alert
http://docs.info.apple.com/article.html?artnum=TS1754

MobileMe Sync: Syncing preferences may "hide" some application windows
http://docs.info.apple.com/article.html?artnum=TS1199

MobileMe Sync: User moved via Migration Assistant does not register computer for syncing
http://docs.info.apple.com/article.html?artnum=TS1183

MobileMe, Address Book Sharing: Contacts or Groups get out of sync
http://docs.info.apple.com/article.html?artnum=TS1744

MobileMe, iDisk: About the invisible ".filler.idsff" file
http://docs.info.apple.com/article.html?artnum=HT1065

MobileMe, Mac OS X 10.5: "An error was returned from the server" alert after changing your MobileMe password
http://docs.info.apple.com/article.html?artnum=TS1748

MobileMe, Mac OS X 10.5: iDisk Sync may not automatically sync changes
http://docs.info.apple.com/article.html?artnum=TS1745

MobileMe, Mail: Copying MobileMe or IMAP email messages to your hard disk
http://docs.info.apple.com/article.html?artnum=HT1063

MobileMe: "iDisk full" error
http://docs.info.apple.com/article.html?artnum=TS1764

MobileMe: "Temporarily unavailable" message when viewing a published calendar
http://docs.info.apple.com/article.html?artnum=TS1658

MobileMe: "The size of the iDisk on your computer needs to be adjusted" alert in Mac OS X 10.4
http://docs.info.apple.com/article.html?artnum=TS1160

MobileMe: About syncing more than one Mac to the same iDisk at the same time in Mac OS X 10.5
http://docs.info.apple.com/article.html?artnum=TS1168

MobileMe: Arabic characters in file names change after iDisk sync in Mac OS X 10.4
http://docs.info.apple.com/article.html?artnum=HT2079

MobileMe: Changes on an iPhone/iPod touch made to your calendars, contacts, or bookmarks while a sync is occuring may not sync to MobileMe
http://docs.info.apple.com/article.html?artnum=TS1794

MobileMe: Computer has less free disk space after turning on iDisk Syncing
http://docs.info.apple.com/article.html?artnum=TS1154

MobileMe: Configuring third-party email applications
http://docs.info.apple.com/article.html?artnum=HT1625

MobileMe: Email message "bounces" back after sending
http://docs.info.apple.com/article.html?artnum=TS1187

MobileMe: Empty browser cache if issues occur after a MobileMe Mail service interruption
http://docs.info.apple.com/article.html?artnum=HT2078

MobileMe: File contributed to a MobileMe Gallery via email doesn’t appear
http://docs.info.apple.com/article.html?artnum=TS1747

MobileMe: Identifying fraudulent "phishing" email
http://docs.info.apple.com/article.html?artnum=HT2080

MobileMe: iDisk Sync – Items in non-synced folders cannot be opened
http://docs.info.apple.com/article.html?artnum=TS1761

MobileMe: Issues sending messages in Mail or other email applications
http://docs.info.apple.com/article.html?artnum=TS1152

MobileMe: MobileMe Gallery maximum photo size
http://docs.info.apple.com/article.html?artnum=HT1071

MobileMe: Prompted for password when opening some folders on your iDisk in Mac OS X 10.5
http://docs.info.apple.com/article.html?artnum=TS1749

MobileMe: Prompted for password when syncing keychains
http://docs.info.apple.com/article.html?artnum=TS1181

MobileMe: Providing MobileMe support with long email headers for troubleshooting
http://docs.info.apple.com/article.html?artnum=HT1066

MobileMe: Published photos or movies may take a long time to appear on your MobileMe Gallery
http://docs.info.apple.com/article.html?artnum=TS1746

MobileMe: Troubleshooting Syncing from Mac OS X
http://docs.info.apple.com/article.html?artnum=TS1679

MobileMe: Using SSL encryption with your email
http://docs.info.apple.com/article.html?artnum=HT2082

Publishing a password-protected iCal calendar to iDisk
http://docs.info.apple.com/article.html?artnum=HT2071

Some items in Outlook may cause calendars to not sync
http://docs.info.apple.com/article.html?artnum=306757

Why was I "spammed" at my MobileMe Mail address?
http://docs.info.apple.com/article.html?artnum=HT2073 mobileme, technotes, apple, ical, idisk, sync, contacts, iweb, mail.app, apple mail, gallery, dotmac, the week from hell

Tags: Apple, Apple Mail, calendar, contacts, dotmac, gallery, iCal, iDisk, iweb, mail.app, mobileme, problems, support, sync, technotes, the week from hell

A Hawk Wings reader emailed me today with a depressing tale.

The Address Book had been wiped from her (or his) PowerBook, smartphone and .Mac account after syncing the Powerbook with a Nokia 6682, except for three contacts recently added through the new .Mac interface.

A rather weird email exchange with .Mac support followed, before a fix was found independently.

The names of the reader and the .Mac support person and the support ticket numbers have been removed.

The Hawk Wings reader contacted .Mac support:

Hello,

I recently sync’ed my .Mac account with my Address Book on my PowerBook G4, and all my contacts were erased, but for the three I had recently added via the .Mac website.

I can be contacted by email at Xxxxxxx@mac.com or by phone at x xxx xxx xxxx. Please let me know ASAP how to fix this, as this is a very, very serious problem, with heavy consequences for me.

Thank you
Xxxxx X Xxxxxxx

.Mac response:

Dear Xxxxxxx,

Thank you for contacting Apple and the .Mac Support Team. Based on the information provided in your email, I understand that your Address Book contacts disappeared after syncing with .Mac.

I’m sorry to hear that some of your data is missing, but data lost through .Mac Sync cannot be recovered.

.Mac Syncing is not designed to back up data, such as Address Book contacts or Safari Bookmarks. I recommend using an application designed specifically for data backup, such as .Mac’s Backup.

Backup allows you to automatically save photos, family movies, your favorite music, and other important documents to your iDisk, a CD, a DVD, or an external hard disk. This will lessen the possibility of losing any important messages or data in the future.

You can also save your important files to CD, DVD, or other removable media using Mac OS X instead of Backup, as described in these articles:

Mac OS X: How to back up and restore your files

How to back up and restore your important Mac OS X 10.4 files

Sincerely,

Xxxxxxx
.Mac Support

Puzzled, another attempt is made:

Let me clarify: I know .Mac syncing is not design to back up data. But I don’t think it’s designed to erase it, is it?

I do not sync my Address Book with my .Mac account and my cell phone in order to back it up. I do it, just as most of your customers, in order to be able to use the same contact info on my Mac at home, on my PC at work and on my smartphone on the go.

This “glitch” has caused an extremely severe damage to the personal use I make of .Mac, as well as to my professional practice. That is why I very strongly encourage Apple to make sure this never happens again to me, or to any other .Mac subscriber. This is an advice I am giving both as a faithful Apple customer and as an attorney at law.

Should this happen again, not only would I lose any confidence in Apple’s .Mac service — I would also probably consider seeking reparation.

Cordially,
Xxxxxx X Xxxxxxx

.Mac Support replies:

Dear Xxxxxxx,

I apologize for any inconvenience that this issue might have caused. Based on the information in your latest email, it appears you might be using iSync rather than .Mac Sync.

I have forwarded your report to a .Mac Support specialist for assistance. After the matter has been investigated, a .Mac Support representative will respond to you with additional information.

I’m sorry for the inconvenience, and I appreciate your patience as we work to make your experience with .Mac more enjoyable.

Sincerely,

Xxxxxx
.Mac Support

Fortunately, the reader did not have to rely on .Mac support in the end.

The solution, using Address Book’s AddressBook.data.previous backup, emerged in a forum thread he started, basically following this macOSXHint tip for restoring lost contacts.

[Thanks, Xxxxxx]address book, .Mac, dotmac, syncing, backup, isync, support, erased, solution

Tags: Address Book, backup, dotmac, erased, isync, mac, solution, support, syncing