Microsoft Exchange ActiveSync enables devices to synchronize your Inbox, Calendar, and other items with Microsoft Exchange Server mailboxes. This article lists common issues with third-party devices, such as Android and iOS devices, that synchronize with Exchange by using Exchange ActiveSync.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, which are Microsoft Intellectual Property, to Exchange ActiveSync licensees. Also, Microsoft provides public access to the Exchange ActiveSync protocol documentation
is a standard for communication between computers.What Microsoft can do, what third-parties can do
Microsoft can assist in investigations of issues with mobile devices manufactured by third-party vendors. However, the implementation of the EAS protocol on the device cannot be changed or updated by Microsoft.
Device-specific troubleshooting, updates to devices, and confirmation of root causes for device-related issues can only occur through the device manufacturer. Additionally, some devices may not have a unified Update strategy and may depend upon carrier requests to create updates. Carriers then distribute those updates. Thus, updates for specific device issues may not be timely.
Microsoft may direct customers to contact their mobile device vendor or mobile carriers for assistance. See the References section for details on 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 what devices to use in an Exchange Server organization that uses Exchange ActiveSync, ensure 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 announced a new Exchange ActiveSync Logo program
for devices that use Exchange ActiveSync.
We will update this document as we identify new issues pertaining to third-party devices that use Exchange ActiveSync protocol.
The following is a list of current issues that you may have when using Exchange Server 2007 and Exchange Server 2010 with third-party devices. If you are using Exchange Server 2007 Service Pack 3 (SP3) or Exchange Server 2010 SP1 and you are experiencing an issue that is not listed here, visit the Microsoft Support
Microsoft recommends that you update third-party devices to the latest version of device software. Be aware that some devices cannot be updated in some circumstances. For example, iOS device users can update their devices with the latest version of the iOS software available. For more information, visit the Apple iOS
We will not update this article for versions of Microsoft Exchange Server that are released after Exchange Server 2010.
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 entire recurring meeting.
Follow these steps:
- 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:
A meeting request series is deleted unexpectedly from the calendar in an Exchange Server 2007 environment
- Update the Apple iOS on your device to version 4.3 or a later version. For more information about the latest iOS version, visit the Apple iOS
For more information about this issue, visit the following website:
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.
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:
You are incorrectly displayed as a meeting organizer after you synchronize the meeting by using your mobile device in an Exchange Server 2007 environment
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:
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 using iOS 6.1.3. Customers experiencing this issue should contact Apple for assistance.
Issue 1.3 - Your meeting response to the organizer looks like it was 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.
Verify that the Apple iOS on your device is version 4.3 or a later version. For more information about the latest iOS version, visit the Apple iOS
website. This was fixed by Apple in iOS 3.1. For more information, visit 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
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:
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
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.
This issue is resolved by Apple iOS 4.3 and affects version 4.2.6 and earlier versions. For more information about this issue, visit the following website:
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.
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:
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 the 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 or 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 or 6.1.1-based device:
Cannot Get Mail
The connection to the server failed.
An issue with iOS 6.1 and 6.1.1 cause a continuous stream of meeting responses to the Exchange Server. This issue impacts Exchange Server performance and negatively impacts 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 take the following steps:
- Disable synchronization of the Calendar on the iOS device and resynchronize. Then re-enable Calendar synchronization and review logs to determine if the device is still presenting the symptoms on the server-side.
- If step 1 fails, remove the device partnership completely, then resynchronize the device.
- If this fails, customers should contact Apple for further investigation.
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:
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 depletion issues that are caused by devices that connect by using Exchange ActiveSync.
Administrators should review the following article in the Microsoft Knowledge Base to determine whether the users are experiencing the same server symptoms:
Unable to connect using Exchange ActiveSync due to Exchange resource consumptionNote
This article also describes a known issue that occurs after you update to iOS 4.0. For more information, visit 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:
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 documented above.
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, the following error appears:
This message has not been downloaded from the server
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:
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:
This issue is described in the following article in the Microsoft Knowledge Base:
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:
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 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.
Update the device to a later iOS version. For more information about this issue, visit 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.
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:
- 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.
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 further investigation of this issue, contact the device manufacturer.Note:
Microsoft has documented the problem and temporary Workaround in the following article from 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 CASSolution
Microsoft believes this issue is resolved in iOS 6. For confirmation or further investigation of this issue, contact the device manufacturer.Note:
Microsoft has documented the problem and potential mitigation Workarounds in the following article from the Microsoft Knowledge Base online:2711053
High CPU usage when you synchronize a mobile device to an Exchange Server CAS
Issue 2.9 - A mobile device intermittently fails to 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:
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
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 additional information. Contact the mobile device vendor for assistance 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
Apple is aware of this issue, and customers should open an Enterprise level support case with Apple to pursue a fix in iOS. WORKAROUND
On the device, open the Settings panel and 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 (DoS) by triggering a lockout on a large number of accounts. IT Administrators should consider alternatives such as a fine-grained password policy. For more information, see the TechNet topic Create a New Fine-Grained Password Policy.
The following links provide more information on Exchange ActiveSync experiences.On ActiveSync and our partnersWhy all Exchange ActiveSync experiences aren’t the same… and how to know what you’re gettingExchange ActiveSync Logo ProgramAndroid Support:
Android OS devices are typically supported via forums or through the mobile carrier. Device vendor or mobile carrier web sites may offer assistance. Apple Enterprise Support for Exchange ActiveSync and iOS
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.