Current issues with Microsoft Exchange ActiveSync and third-party devices

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Summary

Microsoft Exchange ActiveSync lets devices synchronize with your Inbox, your calendar, and other items that have Microsoft Exchange Server mailboxes. This article describes common issues with third-party devices that synchronize with Exchange by using Exchange ActiveSync. Among these devices are Android and iOS devices.

Exchange ActiveSync Licensees provide the Exchange ActiveSync software that is used on the third-party devices. Microsoft does not write the Exchange ActiveSync code for the licensees’ devices or services. Microsoft licenses patents to Exchange ActiveSync licensees. These patents are Microsoft intellectual property. Additionally, Microsoft provides public access to the Exchange ActiveSync protocol documentation.

Note A protocol is a standard for communication between computers.

What Microsoft can do and what third parties can do

Microsoft can help in investigations of issues involving mobile devices that are manufactured by third-party vendors. However, the implementation of the EAS protocol on such devices cannot be changed or updated by Microsoft.

Device-specific troubleshooting, updates to devices, and confirmation of causes of device-related issues can occur only through the device manufacturer. Additionally, some devices may not have a unified update strategy and may depend on carrier requests to create updates. Carriers then distribute those updates. Therefore, updates for specific device issues may not be timely.

Microsoft may direct customers to contact their mobile device vendor or mobile carrier for help. See the "References" section for more information about third-party support engagement methods. Microsoft Support is always open to collaborative troubleshooting if a vendor must be engaged.

Becoming informed about mobile devices

When you evaluate which devices to use in an Exchange Server organization that uses Exchange ActiveSync, make sure that you understand the features and capabilities of the 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 is available on Wikipedia. Administrators and help desk personnel should use public information and their own testing to understand device capabilities. To help address this, the Exchange team created a new Exchange ActiveSync Logo program for devices that use Exchange ActiveSync.

We will update this document as we identify new issues that apply to third-party devices that use the Exchange ActiveSync protocol.

More information

The following is a list of current issues that you may encounter when you use Exchange Server 2007 or Exchange Server 2010 together with third-party devices. If you are using Exchange Server 2007 Service Pack 3 (SP3) or Exchange Server 2010 SP1 and are experiencing an issue that is not listed here, go to the Microsoft Support website.

We recommend that you update third-party devices to the latest version of device software. Be aware that some devices cannot be updated in some circumstances.

Users of iOS devices can update their devices to the latest version of the iOS software available. For more information, go to the Apple iOS website.

The information and the solutions in this document represent 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.

The issues in this article are divided into the following categories:
  • Automatic meeting processing
  • Connectivity and synchronization failures

1. Automatic meeting processing

Issue 1.1 - A recurring meeting is removed from the calendar when the organizer cancels a single occurrence

Assume that 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 whole recurring meeting.
Solution
Follow these steps:
  1. Install Update Rollup 4 for Exchange Server 2007 Service Pack 3. The problem details and the link to the update are documented in the following Microsoft Knowledge Base article:
    2502276 A meeting request series is deleted unexpectedly from the calendar in an Exchange Server 2007 environment
  2. Update the Apple iOS on your device to version 4.3 or a later version. For more information about the latest iOS version, go to the Apple iOS website.
For more information about this issue, go to the following website:
iOS: Recurring Exchange calendar events deleted

Issue 1.2 - An attendee becomes the 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 to which you were invited. This does not change the meeting for all attendees.
Solution
This issue 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 changes to meeting items that cause the same problem.

Exchange Server 2007
This issue is resolved in Update Rollup 4 for Exchange Server 2007 Service Pack 3. For more information, see the following Microsoft Knowledge Base article:
2521063 You are incorrectly displayed as a meeting organizer after you synchronize the meeting by using your mobile device in an Exchange Server 2007 environment
Note Affected meetings must be deleted, and replacement meetings must be created after the update is installed.

Current issues (all Exchange versions)
Recent issues that have similar symptoms were reported to and investigated by Microsoft. These issues can affect users on all versions of Exchange Server. Currently, Microsoft cannot reduce the effect of these new issues. We encourage users to work with their device vendors to find a solution to the problem.

One issue that can occur with Apple iOS 6 is documented in the following Microsoft Knowledge Base article:
2768774 Meeting in Attendee’s Calendar Loses Track of the Meeting Organizer

The issue has been reported since the release of iOS 6.0.1 to include devices that use iOS 6.1.3. Customers who experience this issue should contact Apple for help.

Issue 1.3 - Your meeting response to the organizer is displayed as if it had been sent by someone else

When you respond to an Exchange ActiveSync meeting invitation, the meeting organizer may see someone else's name displayed as having accepted the invitation instead of you.
Solution
Verify that the Apple iOS on your device is version 4.3 or a later version. For more information about the latest iOS version, go to the Apple iOS website. This was fixed by Apple in iOS 3.1. For more information, go to the following website:

Issue 1.4 - An All Day Flag is not set correctly on Mobile devices when a meeting is scheduled across multiple days

Mobile device clients do not treat a meeting request as an all-day event meeting request. Also, the All Day field is marked No.
Solution
This issue is resolved in Update Rollup 2 for Exchange 2007 Service Pack 3. For more information, see the following articles in the Microsoft Knowledge Base:
2201236 The "All Day" field is marked with "No" when you access a meeting request that has a duration time that is more than 24 hours by using a mobile client through ActiveSync in an Exchange Server 2007 environment
2407025 Description of Update Rollup 2 for Exchange Server 2007 Service Pack 3

Issue 1.5 - Recurring Exchange calendar events are deleted

In some cases, 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 affects version 4.2.6 and earlier versions. For more information about this issue, go to the following website:
iOS: Recurring Exchange calendar events deleted

Issue 1.6 - An appointment is longer than 24 hours is changed to a multi-day All Day Event

Assume that an appointment item's duration is longer than 24 hours and the appointment is not marked as an All Day Event. In this case, Exchange ActiveSync changes the item on the device to 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
To resolve this issue, install Update Rollup 1 for Exchange Server 2010 Service Pack 2 (SP2). For more information, see the following article in the Microsoft Knowledge Base:
2549255 A meeting item displays incorrectly as multiple all-day events when you synchronize a mobile device on an Exchange Server 2010 mailbox

Issue 1.7 - Meetings are missing due on some mobile devices, but are present in OWA and Outlook

When you create a recurring Appointment or Meeting, then change a critical property in an occurrence in the series (for example date, time or location), and then change the whole meeting Series again, the item may not be updated on a device.

The change is reflected correctly in Outlook, but meeting organizers or attendees do not see the change reflected on their devices. The result is an apparent "missing appointment" on the device user's Calendar.
Cause
The devices use the Global Object Identifier (GOID) instead of the ServerID to track changes to the Calendar item for synchronization requests.

When the meeting series is changed, the same GOID is retained on the whole series. When the device receives the Delete request, sent when the series is changed, in a separate sync request from the change to the individual occurrence, it considers the series change as a duplicate and does not process the update.
Solution
This issue was thought to be resolved in iOS 6.0. If this problem occurs with later versions, customers should contact Apple to investigate the issue.

Issue 1.8 - Rapid growth in transaction logs, CPU use, and memory consumption in Exchange Server 2010 when a user syncs a mailbox by using an iOS 6.1 or 6.1.1-based device

When a user syncs a mailbox by using an iOS 6.1-based or iOS 6.1.1-based device, Microsoft Exchange Server 2010 Client Access server (CAS) and Mailbox (MBX) server resources are consumed, log growth becomes excessive, excessive growth in Recoverable Items may occur, and memory and CPU use may increase significantly. Server performance is affected.

Additionally, Office 365 Exchange Online users receive an error message that resembles the following on an iOS 6.1-based or iOS 6.1.1-based device:

Cannot Get Mail

The connection to the server failed.
Cause
An issue with iOS 6.1 and 6.1.1 cause a continuous stream of meeting responses to the Exchange Server. This issue affects Exchange Server performance and adversely affects the device's battery life.
Solution
Obtain iOS 6.1.2. Apple has documented the issue in the following article from their Knowledge Base:

iOS 6.1: Excess Exchange activity after accepting an exception to recurring calendar event

If this issue is not resolved by applying the iOS 6.1.2 update, customers should follow these steps:
  1. Disable synchronization of the Calendar on the iOS device and resynchronize. Then re-enable Calendar synchronization and review logs to determine whether the device is still presenting the symptoms on the server-side.
  2. If step 1 fails, remove the device partnership completely, then resynchronize the device.
  3. If this fails, customers should contact Apple for more investigation.

Issue 1.9 - An appointment does not update when you use Outlook in cached mode and room mailbox is an attendee

The following conditions cause an appointment not to update on an iOS device:
  • Organizer is using Outlook in cached mode.
  • A room mailbox is listed as an attendee
  • Calendar processing for the room mailbox is set to AutoAccept
  • Organizer makes a change to in an instance of a recurring meeting
Cause
Exchange sends two responses for the appointment on the device, and each response contains an exception for the appointment. The second response contains the updated time for the meeting. However, the time stamp for the appointment is older than the first response.

The following are examples from the ActiveSync mailbox log for a device:

First log entry

<Exceptions xmlns="Calendar:">       <Exception>              <DtStamp>20131112T184410Z</DtStamp>              <StartTime>20131128T170000Z</StartTime>              <EndTime>20131128T180000Z</EndTime>              <ExceptionStartTime>20131128T170000Z</ExceptionStartTime>              <MeetingStatus>1</MeetingStatus>       </Exception></Exceptions>

Second log entry

<Exceptions xmlns="Calendar:">       <Exception>              <DtStamp>20131112T184334Z</DtStamp>              <StartTime>20131128T190000Z</StartTime>              <EndTime>20131128T200000Z</EndTime>              <ExceptionStartTime>20131128T170000Z</ExceptionStartTime>              <Attendees>                     <Attendee>                           <Email bytes="30"/>                           <Name bytes="12"/>                           <AttendeeStatus>0</AttendeeStatus>                           <AttendeeType>1</AttendeeType>                     </Attendee>                     <Attendee>                           <Email bytes="30"/>                           <Name bytes="21"/>                           <AttendeeStatus>0</AttendeeStatus>                            <AttendeeType>3</AttendeeType>                     </Attendee>              </Attendees>              <MeetingStatus>1</MeetingStatus>       </Exception></Exceptions>

Solution
Remove the calendar from the list of folders to synchronize, wait several minutes, and then add the calendar back to the list of folders to synchronize.

This issue is currently under investigation to prevent the device from encountering the problem.

Issue 1.10 - Meetings that are scheduled for the end of the month do not appear on an iOS device

When a user syncs a mailbox by using an iOS device, and a recurring meetings is scheduled to occur on the 31st of every month, the meeting does not appear on the device for those months that do not have 31 days.

Cause

iOS does not honor the 31st-day recurrence pattern in the same way that Outlook does. When a month does not have 31 days, Outlook displays the recurring meeting in the calendar on the last day of the month. Whereas iOS displays only those occurrences that land exactly on the 31st. This behavior also occurs with recurring meetings for the 29th-day and 30th-day patterns. 

Solution

For more information about this issue, contact the mobile device vendor.

2. Connectivity and synchronization failures

Issue 2.1 - Failures to provision and synchronize with Android OS

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

http://code.google.com/p/android/issues/detail?id=9426


Solution
Updates to the Android OS version seem to resolve this problem. We encourage device users to update to the latest version that is available from their provider and to follow vendor forums that discuss synchronization issues. If the decision is made to use older devices in the organization, administrators can canvass device users or use tools such as Log Parser or Export-ActiveSyncLog to make sure 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 - Users cannot connect by using Exchange ActiveSync because of Exchange resource consumption

You may experience resource exhaustion issues that are caused by devices that connect by using Exchange ActiveSync.
Solution
Administrators should review the following article in the Microsoft Knowledge Base to determine whether the users are experiencing the same server symptoms:
2469722 Unable to connect using Exchange ActiveSync due to Exchange resource consumption

Note This article also describes a known issue that occurs after you update to iOS 4.0. For more information, go to the iOS 4.0: Exchange Mail, Contacts, or Calendars may not sync after update website. We also discuss this issue in Issue 2.5 later in this section.
Exchange 2007 administrators should review the following article in the Microsoft Knowledge Base to determine whether they are experiencing the same server symptoms:
2656040 An Exchange Server 2007 Client Access server responds slowly or stops responding when users try to synchronize Exchange ActiveSync devices with their mailboxes
IT administrators should also review Issue 1.8 in the previous section.

Another possible avenue to investigate is whether the device is continuously re-synchronizing. Apple has documented the behavior in the following article:

Issue 2.3 - "This message has not been downloaded from the server" error when you try 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, you receive the following error:
This message has not been downloaded from the server
Solution
You must configure the Accepted Domain by using Exchange Management Shell. Follow 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 Microsoft ActiveSync on an Exchange Server 2010 mailbox, you receive a synchronization failed email message that resembles the following:
From: Microsoft Exchange on Behalf of <user>
Sent:<date>
To:<other user>
Subject: Synchronization with your <ActiveSync device> failed for 1 items.
Synchronization with your <ActiveSync device> 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:
2457304 You receive a synchronization failed email message when you synchronize your mobile device by using ActiveSync on an Exchange Server 2010 mailbox
To resolve this issue, install the following update rollup:
2529939 Description of Update Rollup 3 for Exchange Server 2010 Service Pack 1

Issue 2.5 - Users cannot synchronize Apple iPhone iOS 4.0 with the Exchange Server mailbox

Immediately after you update to iOS 4.0, you might notice that Exchange ActiveSync Mail, Contacts, or Calendars do not sync or that they sync very slowly. Also, Exchange Server administrators might notice that servers are running slowly. This problem is also discussed in Issue 2.2 in this section.
Solution
Update the device to a later iOS version. For more information about this issue, go to the following website:

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

This problem occurs because the device cannot correctly redirect a user whose mailbox was moved. The "451" redirect response to the device is not interpreted correctly.
Solution
Typically, you can resolve this issue by updating the device to the latest operating system. Verify the following:
  • Verify that you configured the LegacyURL for Exchange Server 2007 users. This configuration automatically switches the URL for the user to the appropriate target on the device. For more information about transitioning from an Exchange 2007 environment to Exchange 2010, 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
  • This issue was reported for several device types that include iOS and Android operating systems. If this problem occurs when the latest version of the device operating system is used, and the LegacyURL is configured correctly and works for other devices, contact 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" response is not sent. This occurs because the old server does recognize the new endpoint for connectivity. In these circumstances, the device must be reconfigured manually.

Issue 2.7 - Duplicate contacts are created when you synchronize a mobile device by using Exchange ActiveSync

Solution
Microsoft believes this issue is resolved in iOS 6. For confirmation or additional investigation of this issue, contact the device manufacturer.

Note We haves documented the problem and temporary workaround in the following article in the Microsoft Knowledge Base online:
2711181 Duplicate contacts are created when you synchronize a mobile device by using Exchange ActiveSync

Issue 2.8 - High CPU usage when you synchronize a mobile device to an Exchange Server CAS

Solution

We believe this issue is resolved in iOS 6. For confirmation or additional investigation of this issue, contact the device manufacturer.

Note We have documented the problem and potential mitigation workarounds in the following article in the Microsoft Knowledge Base:
2711053 High CPU usage when you synchronize a mobile device to an Exchange Server CAS


Issue 2.9 - A mobile device intermittently does not connect to Exchange Online

When you try to synchronize a mobile device that is using Exchange ActiveSync (EAS) with Microsoft Exchange Online, your device cannot connect. You may receive errors such as the following:

Cannot Get Mail
The connection to the server failed.

Cannot Send Mail
An error occurred while delivering the message.

Unable to open server connection due to a security update

Cause
When a mobile device acts in a manner that can adversely affect Microsoft Exchange Online service performance, such as when a device sends too many identical Sync commands to the service for a particular folder in a very short period, the device is put into an Access Denied state for a short time.

Microsoft Exchange Online has implemented Exchange ActiveSync (EAS) Throttling to manage and maintain the optimal performance of the Office365 Exchange Online environment.

Workaround
See the following article for more information. Contact the mobile device vendor for help with the investigation.
2748176 A mobile device intermittently fails to connect to Exchange Online

Issue 2.10 - iOS device users locked out of Active Directory accounts

When a user changes the Active Directory account password, iOS devices prompt for the new password. The user enters in the new password. However, the account is locked out.

Status
To avoid this issue, upgrade the iOS device to iOS 7. For more information about this issue, go to the following Apple website:
iOS 6: Exchange sync may use old password

Workaround
On the device, open the Settings panel, and then edit the profile to force the new password to be used by the iOS device on the next connection. Users who have multiple iOS devices should change the password on all the devices at the same time.

Note Restrictive lockout policies can be used as a method of denial of service by triggering a lockout on lots of accounts. IT administrators should consider alternatives such as a fine-grained password policy. For more information, see the following Microsoft TechNet topic:
Create a New Fine-Grained Password Policy

Issue 2.11 - iOS device users cannot synchronize Exchange Server mailbox after the device is updated to iOS 7.0

A user cannot synchronize his or her iOS device with a mailbox that is hosted on Exchange Server 2010 or Exchange Server 2013 after the iOS device is upgraded to iOS 7.0.

Solution
Exchange Server 2013

To resolve this issue in Exchange Server 2013, install the update that is described in the following article in the Microsoft Knowledge Base:
2859928 Description of Cumulative Update 2 for Exchange Server 2013

Exchange Server 2010

To resolve this issue in Exchange Server 2010, install the update rollup that is described in the following article in the Microsoft Knowledge Base:
2866475 Description of Update Rollup 2 for Exchange Server 2010 Service Pack 3

Note Microsoft has documented the problem in the following article in the Microsoft Knowledge Base:
2851708 Cannot synchronize an Exchange mailbox after updating an Apple iOS device to iOS 7.0

Issue 2.12 - Android device cannot synchronize with Exchange


After the ActiveSync profile is configured, the device receives new items for an undetermined time and then stops updating.

Cause
The ActiveSync mailbox policy has a refresh policy defined. The device receives a response with status 143 - Error:PolicyRefresh. The device does not send a provision command as needed.

IIS log example:

Cmd=Sync&User=contoso%5Ce15&DeviceId=android1362622918557&DeviceType=Android&Log=PrxFrom:10.0.1.151_V141_HH:mail.contoso.com_SmtpAdrs:e15%40contoso.com_NMS1_Fet78_TmTr:TID%3a18%3e%3e%5bID%3aH%5FEPR%2cStart%3a2%3a40%3a30+PM%2cEnd%3a2%3a40%3a30+PM%2cExcl%3a0+ms%2cChild%3a%5bNONE%5d%2c%5dTID%3a50%3e%3e%5bID%3aH%5FBPR%2cStart%3a2%3a40%3a30+PM%2cEnd%3a2%3a40%3a30+PM%2cExcl%3a15+ms%2cChild%3a%5bID%3aH%5FRMBP%2cStart%3a2%3a40%3a30+PM%2cEnd%3a2%3a40%3a30+PM%2cExcl%3a0+ms%2cChild%3a%5bNONE%5d%2c%5d%2c%5d_Pk3609689902_DevOS:Android+4.1.2_S143_Error:PolicyRefresh_As:AllowedG_Mbx:CLT-E15-MBX1.contoso.local_Throttle0

Solution
Set the refresh interval for the ActiveSync mailbox policy to Unlimited.

Issue 2.13 - Items in a folder disappear and reappear on an iOS device

The items on the device disappear and then reload automatically. This might occur within any mail folder, calendar, or contacts.

Cause
The device sent a synchronization key with the value of 0 which re-initializes the sync state for the folder.

Solution
This behavior is by design. For more information, please refer to the following article:

http://support.apple.com/kb/TS4511



References

The following links provide more information about Exchange ActiveSync experiences.

ActiveSync and our partners
http://blogs.technet.com/b/exchange/archive/2005/10/25/413056.aspx
Why all Exchange ActiveSync experiences aren’t the same, and how to know what you’re getting
http://blogs.technet.com/b/exchange/archive/2010/07/15/3410397.aspx
Exchange ActiveSync logo program

http://technet.microsoft.com/en-us/exchange/gg187968.aspx

Android Support:

Android OS devices are typically supported through forums or through the mobile carrier. Device vendor or mobile carrier websites may offer help.
Apple Enterprise Support for Exchange ActiveSync and iOS
Apple Enterprise support is available through an Enterprise Support Agreement or through a Cross Platform and Command Line Interface PPI (pay per incident).

Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information.

The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, about the performance or reliability of these products.


Properties

Article ID: 2563324 - Last Review: April 8, 2014 - Revision: 35.0
Applies to
  • Microsoft Exchange Server 2007 Service Pack 3
  • Microsoft Exchange Server 2010 Service Pack 1
  • Microsoft Business Productivity Online Dedicated
  • Microsoft Exchange Online Dedicated
  • Microsoft Business Productivity Online Suite Federal
  • Microsoft Business Productivity Online Standard Suite
  • Microsoft Live@edu
  • Office 365 Education
  • Microsoft Office 365 for enterprises
  • Microsoft Office 365 for small businesses
  • Microsoft Office 365 for government
Keywords: 
kbsurveynew vkbportal226 kbtshoot kbexpertiseinter o365 gwt KB2563324

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