Article ID: 2461792 - View products that this article applies to.

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INTRODUCTION

This article describes how to use Outlook Web App to collect Exchange ActiveSync device logs to troubleshoot sync issues between mobile devices and Exchange Online in Microsoft Office 365. If you can't sync your mobile device to your mailbox, you may be asked by Office 365 Support to collect logs for troubleshooting.

PROCEDURE

To capture log information for mobile devices by using Outlook Web App, follow these steps:
  1. Sign in to the Office 365 portal (https://portal.microsoftonline.com).
  2. Click Outlook to open Outlook Web App.
  3. In the upper-right area of the page, do one of the following:
    • In Office 365, click Settings (
      Collapse this imageExpand this image
      Screen shot of Settings button
      ), and then click Options.
    • In Office 365 pre-upgrade, click Options, and then click See All Options.
  4. In the navigation pane on the left, click Phone, and then click Mobile Phone or Mobile Devices.
  5. In the list of devices, select the device that you want to track, and then click Start Logging.
  6. In the Information dialog box, click Yes.
  7. Reproduce the behavior that you want to capture, and then click Retrieve Log.

    An email message that contains the log file (EASMailboxLog.txt) as an attachment is sent to your mailbox.

MORE INFORMATION

Still need help? Go to the Office 365 Community website.

Properties

Article ID: 2461792 - Last Review: September 6, 2013 - Revision: 21.0
Applies to
  • Microsoft Office 365 for enterprises (pre-upgrade)
  • Microsoft Office 365 for small businesses  (pre-upgrade)
  • Microsoft Office 365 for education  (pre-upgrade)
  • Microsoft Exchange Online
Keywords: 
o365 o365a o365e o365p o365022013 after upgrade o365062011 pre-upgrade o365m kbgraphic KB2461792

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