Microsoft Knowledge Base Wiki

Exchange ActiveSync (EAS) allows devices to synchronize the Inbox, Calendar, and other items with Microsoft Exchange Server mailboxes. This document lists common EAS issues with vendor devices. These include Android and iOS devices that use EAS to synchronize with Exchange.

It is important to understand that the Exchange ActiveSync software used on the devices is provided by EAS Licensees
(http://www.microsoft.com/about/legal/en/us/IntellectualProperty/IPLicensing/Programs/ExchangeActiveSyncProtocol.aspx)
. Microsoft licenses patents (which are Microsoft’s Intellectual Property) to EAS licensees. Additionally, Microsoft provides public access to the Exchange ActiveSync protocol documentation
(http://msdn.microsoft.com/en-us/library/cc425499(v=EXCHG.80).aspx)
. Microsoft does not write the EAS code for the licensee’s devices or services. When troubleshooting issues we frequently collaborate with the licensee.

When planning for device usage in an Exchange Server organization using Exchange ActiveSync, it is important to understand the features and capabilities of devices. Not all devices support the same configuration options, and some devices may not support all features or versions of the Exchange ActiveSync protocol. A community chart for Comparison of Exchange ActiveSync Clients
(http://en.wikipedia.org/wiki/Comparison_of_Exchange_ActiveSync_Clients)
 is available on Wikipedia and is crucial for administrators and help desk personnel to understand device capabilities. To help address this, a new Exchange ActiveSync Logo program has been announced
(http://blogs.technet.com/b/exchange/archive/2011/04/13/announcing-the-exchange-activesync-logo-program.aspx)
for Exchange ActiveSync devices.

This document will be updated as new issues are identified.

The following is a list of current issues observed by Microsoft Support personnel for Exchange Server 2007 and Exchange Server 2010 with third-party vendor devices. If you are using Exchange Server 2007 SP3 or Exchange Server 2010 SP1 and you are experiencing an EAS issue not listed below, contact Microsoft Support Services to investigate the issue.

Microsoft generally recommends that device users update to the latest version of device software available. However, administrators should be aware that not all devices can be updated. For example, iOS device users should update their devices to the latest version of the iOS software (currently, 4.3), but iPhone 3G devices cannot be updated (see http://www.apple.com/ios/
(http://www.apple.com/ios/)
).

Note This article will not be updated for versions of Microsoft Exchange Server beyond Exchange Server 2010. Microsoft Support Engineers will attempt to resolve, work around or identify third-party causes of any problems with EAS.

The information and the solutions in this document represents the current view of Microsoft Corporation on these issues as of the date of publication. These solutions are available through Microsoft or through a third-party provider. Microsoft does not specifically recommend any third-party provider or third-party solution that this article might describe. There might also be other third-party providers or third-party solutions that this article does not describe. Because Microsoft must respond to changing market conditions, this information should not be interpreted to be a commitment by Microsoft. Microsoft cannot guarantee or endorse the accuracy of any information or of any solution that is presented by Microsoft or by any mentioned third-party provider. 

Microsoft makes no warranties and excludes all representations, warranties, and conditions whether express, implied, or statutory. These include but are not limited to representations, warranties, or conditions of title, non-infringement, satisfactory condition, merchantability, and fitness for a particular purpose, with regard to any service, solution, product, or any other materials or information. In no event will Microsoft be liable for any third-party solution that this article mentions.

Issues are typically divided into the following categories:

• Automatic meeting processing
• Connectivity and synchronization failures

1. Automatic meeting processing

Issue 1.1 – Recurring meeting is removed from calendar when organizer cancels single occurrence

When you synchronize your iOS device by using Exchange ActiveSync on an Exchange Server 2007 mailbox, if the organizer cancels a single occurrence of a recurring meeting, the device may unexpectedly delete the entire recurring meeting.

Solution

There are two parts to this solution:

• Install the Exchange Server 2007 Service Pack 3 (SP3) update rollup 4 (RU4). The problem details and the link to the update are documented in the following Microsoft Knowledge Base article:

  2502276
  (http://support.microsoft.com/kb/2502276)
   A meeting request series are deleted unexpectedly from the calendar in an Exchange Server 2007 environment
  

• Update the Apple iOS on your device to version 4.3 or later. For more details on the latest iOS version, click the following link:

  http://www.apple.com/ios
  (http://www.apple.com/ios)
  

Issue 1.2 – Attendee becomes meeting organizer

When you synchronize your iOS or Android device by using Exchange ActiveSync on an Exchange Server 2007 mailbox, you may unexpectedly become the organizer for a meeting that you were invited to. This does not change the meeting for all attendees.

Solution

This can occur if you change the reminder for a single occurrence of a recurring meeting on an iOS or Android device. There may be other property changes to meeting items that may result in the same symptom.

Microsoft plans to release a future update rollup (RU) for Exchange Server 2007 Service Pack 3 (SP3). This article will be updated when it becomes available.

Issue 1.3 – Your meeting response to the organizer appears to have been sent by someone else

When you respond to an Exchange ActiveSync (EAS) meeting invitation, the meeting originator may see someone else’s name displayed as having accepted the invitation instead of you.

Solution

Ensure the Apple iOS on your device is version 4.3 or later. For more details on the latest iOS version, click the following link:This was fixed by Apple in iOS 3.1. For more details, visit the following Apple web site:

iPhone and iPod touch: My replies to Exchange ActiveSync invitations seem to come from someone else

Issue 1.4 – All Day Flag is not set properly on Mobile devices when meeting is scheduled cross multiple days

Mobile device clients do not treat a meeting request as an all day event meeting request. Additionally, the All Day field is marked with “No”.

Solution

This issue is resolved in Exchange 2007 Service Pack 3 Rollup 2. The problem is documented in the following articles from the Microsoft Knowledge Base online:

Issue 1.5 – Recurring Exchange calendar events deleted

In some situations, recurring calendar events can be removed from both the iOS device and Exchange when the organizer cancels an event instance.

Solution

This issue is resolved by Apple iOS 4.3, and impacts only the 4.2.6 and earlier versions. Apple has documented the issue at the following web site:

iOS: Recurring Exchange calendar events deleted

Issue 1.6 – Appointment exceeding 24 hours changed to multiple day All Day Event

When an appointment item’s duration exceeds 24 hours, but is not marked as an All Day Event, Exchange ActiveSync changes the item on the device to become a multi-day All Day Event. The next time that the device synchronizes with the mailbox, the change is propagated from the item on the device to the item on the Exchange Server 2010 mailbox.

Solution

Microsoft is investigating this issue. This problem can occur when using any ActiveSync device synchronizing with Exchange Server 2010.

2. Connectivity and synchronization failures

Issue 2.1 – Failures to Provision and Synchronize with Android OS

EAS policies can cause provisioning and synchronization to fail, when customized. Devices will not be provisioned if a policy is applied to the users of these devices that exceeds these limitations. This is discussed in comment 9 from the following post on Google’s Android forum:

Solution

Updates to the Android OS version appear to resolve this problem. We encourage device users to update to the latest version available from their provider and follow vendor forums on synchronization issues. If the decision is made to allow older devices in the organization, Administrators can canvass device users, or use tools Log Parser or Export-ActiveSyncLog, to ensure that such devices are identified in the organization. Users of older devices can be grouped into a policy that can work for them.

Issue 2.2 – Unable to connect using Exchange ActiveSync due to Exchange resource consumption

There are several symptoms and remediation methods for issues with resource depletion caused by devices connecting with Exchange ActiveSync.

Solution

Administrators should review the following article in the Microsoft Knowledge Base to determine if they are experiencing the same server symptoms:

Issue 2.3 – “This message has not been downloaded from the server” error when trying to open a message

You synchronize your Exchange Server mailbox with your iOS device. When you try to open a message on the iOS device, the following error may be displayed:

Solution

You must configure the Accepted Domain using Exchange Management Shell. Use the steps in item #7 in the following post from the Exchange Team Blog:

Exchange 2010 SP1 FAQ and Known Issues

This issue is being reviewed by the Microsoft Exchange product team.

Issue 2.4- You receive a synchronization failed email message when you synchronize your mobile device

When you synchronize your mobile device by using ActiveSync on an Exchange Server 2010 mailbox, you receive a synchronization failed email message similar to the following:

From: Microsoft Exchange on Behalf of
Sent:
To:
Subject: Synchronization with your failed for 1 items.
Synchronization with your failed for 1 items.
Microsoft Exchange was unable to send the following items to your mobile device. These items have not been deleted. You should be able to access them using either Outlook or Outlook Web Access.
Item Folder: Inbox
Item Type: IPM.Schedule.Meeting.Resp.Pos

Solution

This issue is described in the following article in the Microsoft Knowledge Base:

To resolve this issue, install the following update rollup:

Issue 2.5- Users are unable to synchronize Apple iPhone iOS 4.0 with the Exchange Server mailbox

Immediately after updating to iOS 4.0, some users may notice that Exchange ActiveSync Mail, Contacts, or Calendars do not sync, or sync very slowly. In addition, some Exchange Server administrators may notice their servers running slowly. This problem is also discussed in Issue 2.2, above.

Solution

Update the device to a later iOS version. Apple has documented the issue at the following web site:

iOS 4.0: Exchange Mail, Contacts, or Calendars may not sync after update

Issue 2.6- ActiveSync does not work for mobile device users connecting to Exchange Server 2007 mailboxes after swapping URLs between Exchange Server 2010 and 2007

This problem occurs because the device is unable to properly redirect a user whose mailbox has been moved. The 451 redirect response to the device is not properly interpreted.

Solution

Typically, this issue is resolved by device updates to the latest operating system. Verify the following:

• Verify that you have configured the LegacyURL for Exchange 2007 users. This will automatically switch the URL for the user to the appropriate target on the device. See the following blog topic:
  http://blogs.technet.com/b/jribeiro/archive/2009/11/26/transitioning-from-an-exchange-2007-environment-to-exchange-2010.aspx
  (http://blogs.technet.com/b/jribeiro/archive/2009/11/26/transitioning-from-an-exchange-2007-environment-to-exchange-2010.aspx)
  
• This has been reported for several device types, to include iOS and Android operating system. If the problem is noted with the latest version of the device operating system, and the LegacyURL is correctly established and working for other devices, consult with the device vendor’s technical support.
• If you are using an Apple iOS device, update the device to the iOS version 4.3.2.

Note In migrations where the mailbox moves are between different forests, a 451 is not sent. The reason for this is that the old server does not know of the new endpoint for connectivity. In such circumstances, the device must be manually reconfigured.

REFERENCES