Contacts Missing — PeopleSync/Zoho Mail

Contacts Missing — PeopleSync/Zoho Mail

English:

In our company we use ManageEngine Mobile Device Manager (MDM), Free edition, to manage corporate mobile devices. Our usage policy does not allow personal Google accounts on these devices; therefore, Google account sync is blocked through MDM.

Some devices are assigned to teams and are under specific employees’ responsibility. To safeguard contacts in case a device fails, we decided to sync them with Zoho Mail Contacts using the third-party app PeopleSync Client, configured with the employee’s email account to perform CardDAV synchronization. Users were instructed to select the PeopleSync “account” in the Contacts app when saving new entries, ensuring the data would be sent to Mail.

For the first few weeks, everything worked as expected. However, users have recently reported that contacts disappeared from the devices, making it difficult to identify customers in phone calls and on WhatsApp. We confirmed that there were no manual deletions on the devices; the contacts were also missing in Zoho Mail. When checking Mail’s Trash, we were informed that no deletions occurred in the last 30 days, even though the contacts had been available the day before.

I’m posting this to request guidance from support and the community — especially from anyone who has experienced something similar. What additional checks (PeopleSync logs, CardDAV/Zoho events, MDM policies) would you recommend?

-----------------------------------------------------------------------------------------------------------------------------Português:

Em nossa empresa utilizamos o ManageEngine Mobile Device Manager (MDM), edição gratuita, para gerenciar os aparelhos celulares corporativos. Nossa política de uso não autoriza contas pessoais do Google nesses dispositivos; por isso, bloqueamos a sincronização de contas Google via MDM.

Temos alguns aparelhos atribuídos a equipes e sob responsabilidade de colaboradores. Para preservar os contatos em caso de defeito do aparelho, decidimos sincronizá-los com os contatos do Zoho Mail usando o aplicativo de terceiros PeopleSync Client, configurado com a conta de e-mail do colaborador para realizar a sincronização via CardDAV. Orientamos que, ao salvar um contato, o usuário selecionasse a “conta” do PeopleSync no aplicativo de contatos, garantindo o envio dos dados para o Mail.

Nas primeiras semanas tudo funcionou plenamente. Porém, recentemente os colaboradores passaram a relatar que os contatos desapareceram dos aparelhos, dificultando a identificação de clientes tanto em ligações quanto no WhatsApp. Verificamos que não houve exclusões manuais nos dispositivos; no Zoho Mail, os contatos também não estavam presentes. Ao consultar a Lixeira do Mail, fomos informados de que não houve exclusões nos últimos 30 dias, embora no dia anterior os contatos estivessem disponíveis.

Registro aqui o ocorrido para buscar apoio do suporte e da comunidade — especialmente de quem já tenha passado por situação semelhante. Quais verificações adicionais (logs do PeopleSync, eventos do CardDAV/Zoho, políticas do MDM) vocês recomendam?

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