"The wipe can’t be canceled on the device" error when you cancel the remote wipe for iOS devices in an Exchange Server 2010 environment

Symptoms

Consider the following scenario:

  • You remove all ActiveSync mailbox policies including the Default ActiveSync mailbox policies in a Microsoft Exchange Server 2010 environment.

  • A user sets up a new ActiveSync connection between an Apple iOS device and one of the Exchange servers in the environment.

  • The user signs in to Outlook Web App, clicks Options, and then selects See All Options to access the Exchange Control Panel (ECP) page.

  • The user clicks the Block Device button under the Mobile Phones tab, and then clicks Yes in the Warning window. Then, the iOS device changes to the Wipe Pending status.

  • You click the Unblock Device button for the iOS device in ECP.

In this scenario, the operation fails. Additionally, you receive the following error message:

The wipe can’t be canceled on the device: DeviceIdentifier.

Cause

This issue occurs because the Exchange ActiveSync service cannot detect whether iOS devices support remote wipe if no ActiveSync mailbox policies are applied on these devices.

Resolution

To resolve this issue, install the following update rollup:

2866475 Description of Update Rollup 2 for Exchange Server 2010 Service Pack 3

Status

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

More Information

For more information about Exchange ActiveSync mailbox policies, go to the following Microsoft website:

General information about Exchange ActiveSync mailbox policiesFor more information about how to set up Exchange ActiveSync in iOS devices, go to the following Apple website:

How to set up Exchange ActiveSync in iOS devices

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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