Summary

Microsoft Exchange ActiveSync lets devices synchronize with your Inbox, your Calendar, and other items that have dedicated Microsoft Exchange Server mailboxes. This article describes common issues that affect third-party devices that synchronize with Exchange by using Exchange ActiveSync. These devices include Android and iOS devices.

Exchange ActiveSync Protocol 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 that involve mobile devices that are manufactured by third-party vendors. However, the implementation of the Exchange ActiveSync 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.

How to become informed about mobile devices

When you evaluate the devices that are to be used in an Exchange Server organization that uses Exchange ActiveSync, you should 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 Helpdesk personnel should use public information and their own testing to understand device capabilities. To help address this, the Exchange team has 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.

References

The following links provide more information about Exchange ActiveSync experiences.

ActiveSync and our partners

Why all Exchange ActiveSync experiences aren’t the same, and how to know what you’re receiving

Exchange ActiveSync logo program

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.

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