Article ID: 2709654 - View products that this article applies to.
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PROBLEM

You cannot turn on or turn off the email mobile access feature in the Microsoft Office 365 portal. Additionally, you receive the following error message:
We cannot load this at the moment

CAUSE

When the Mobile access page loads, this page connects to Microsoft Exchange Online. Then, the page calls the following Windows PowerShell cmdlets:

Get-ActiveSyncMailboxPolicy -identity Default
Get-ActiveSyncOrganizationSettings | fl DefaultAccessLevel

Therefore, this problem occurs for one of the following reasons:
  • The Mobile access page cannot connect to Exchange Online.
  • There is no result from the Default Microsoft Exchange ActiveSync mailbox policy. Or, there is no Default Exchange ActiveSync mailbox policy.

SOLUTION

Before you follow the steps, try to turn on or turn off the email mobile access feature again. If the problem continues after 24 hours, follow these steps to resolve the problem:
  1. Connect to Exchange Online by using remote PowerShell. For more information about how to do this, go to the following Microsoft website: 
    Connect to Exchange Online Using Remote PowerShell
  2. Run the following cmdlet:
    Get-ActiveSyncMailboxPolicy -identity Default
  3. If a result is returned, try to manually turn on or turn off the email mobile access feature.
    • To turn off the email mobile access feature, run the following cmdlet:
      Set-ActiveSyncOrganizationSettings -DefaultAccessLevel Block
    • To turn on the email mobile access feature, run the following cmdlet:
      Set-ActiveSyncOrganizationSettings -DefaultAccessLevel Allow
  4. If you receive a result that resembles the following, the Default policy does not exist.

    Collapse this imageExpand this image
    Screen shot of Microsoft Online services module for Windows PowerShell result about default policy
    The operation couldn't be performed because object 'Default' couldn't be found
    on 'SN2SDF0110DC004.namsdf01.sdf.exchangelabs.com'.
    + CategoryInfo : NotSpecified: (:) [Get-ActiveSyncMailboxPolicy],
    ManagementObjectNotFoundException
    + FullyQualifiedErrorId : A25AF8C7,Microsoft.Exchange.Management.Tasks.Get MobilePolicy
    In this case, you can create the Default Exchange ActiveSync mailbox policy. To do this, run the following cmdlet:
    New-ActiveSyncMailboxPolicy -Name "Default" -AllowNonProvisionableDevices $true -IsDefault $true

MORE INFORMATION

For more information about how to set up mailbox policies, go to the following Microsoft TechNet websites:
Still need help? Go to the Office 365 Community website.

Properties

Article ID: 2709654 - Last Review: September 6, 2013 - Revision: 6.0
Applies to
  • Microsoft Office 365 for small businesses  (pre-upgrade)
Keywords: 
o365 o365p kbgraphxlink o365062011 pre-upgrade kbgraphic KB2709654

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