Symptoms

Consider the following scenario:

  • You create a mailbox for a user who will use a mobile device to connect to the mailbox.

  • You access the mailbox by using Outlook on the web (OWA) and set up a device partnership (for example, synchronize with the mobile device) to confirm that the Exchange ActiveSync protocol works as expected.

  • You move the user to another organizational unit (OU) from Active Directory Users and Computers.

  • The user logs into the mailbox by using OWA.

  • The user tries to remove the mobile device by using OWA > Options > phone > mobile devices.

In this situation, the user receives an error message that resembles the following:

"UserDisplayName/ExchangeActiveSyncDevices/DeviceName wasn't found. Please make sure you've typed it correctly."

Cause

This issue occurs because the information that's returned by the Get-MobileDeviceStatistics cmdlet doesn't match any longer after the changes in Active Directory. Therefore, the Remove-MobileDevice cmdlet issues a removal request by using incorrect data.

Resolution

To fix this issue, install Cumulative Update 9 for Exchange Server 2016 or a later cumulative update for Exchange Server 2016.

Status

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

References

Learn about the terminology that Microsoft uses to describe software updates.

Need more help?

Expand your skills
Explore Training
Get new features first
Join Microsoft Insiders

Was this information helpful?

What affected your experience?

Thank you for your feedback!

×