Email items are missing on an Exchange Server ActiveSync client

  • Article
  • Applies to:
    Exchange Online, Exchange Server 2016 Enterprise Edition, Exchange Server 2016 Standard Edition, Exchange Server 2013 Enterprise, Exchange Server 2013 Standard Edition, Exchange Server 2010 Enterprise, Exchange Server 2010 Standard

Original KB number:   4058179

Symptoms

In Microsoft Exchange ActiveSync, some email messages are missing even though the client continues to receive messages.

Cause

When the server that's running Exchange Server responds to a Sync command for one or more new items, the client either does not receive the response or cannot process the response. The ActiveSync client sends a Ping command for the affected folder before it sends another Sync command to retrieve the items that failed in the first response. Because the Ping command was sent, the server believes that the message was already added to the device.

Workaround

To work around this behavior, disable email synchronization on the Exchange ActiveSync client, and then re-enable email for the client.

Status

This behavior is by design. The Ping command is an acknowledgment of the Sync response.