Troubleshoot Exchange ActiveSync Synchronization Problems

 

Applies to: Office 365 for professionals and small businesses, Office 365 for enterprises, Live@edu

Topic Last Modified: 2010-06-02

When users in your organization have trouble synchronizing their devices with Microsoft Exchange, most of the time the problem can be easily resolved by the user. However, there are some synchronization problems that you need to help users resolve.

Help the user troubleshoot

First, you may want to ask the user to check the following things on their devices, following the device manufacturer's instructions.

  • Does the device have enough memory for the requested items to synchronize?

  • Does the device have Internet access?

  • Are the server name and account settings on the device correct?

Check common synchronization problems

If the problem isn't on the device, here are some common reasons that users have problems synchronizing their devices, and how to resolve them.

  • The device isn't reaching Exchange   Look for the user's device in the Exchange Control Panel in Manage Another User > Phone > Mobile Phones. If the device isn't there, it means that the user is having connectivity trouble and isn't even reaching the server.

  • The device is blocked   A user's mobile device can be blocked by global access permissions or device access rules, or, if the device doesn't support all of the security policies, by the Exchange ActiveSync device policy assigned to the user.

    • Unblock a device blocked because of permissions   Review your global access permissions for ones that apply to the user's device, and change them to allow the device; or create a personal exemption for the device for that user only. For more information, see Change ActiveSync Access Settings.

    • Unblock a device blocked because of rules   Review your device rules for ones that apply to the user's device, and change them to allow the device, or create a personal exemption for the device for that user only. For more information, see Change a Device Access Rule.

    • Unblock a device blocked because of an ActiveSync device policy   You can unblock a device in several ways:

      • Change the policy to allow devices that don't support policies. For more information, see Change an ActiveSync Device Policy.

      • Assign the user to a less restrictive policy. For more information, see Change the ActiveSync Settings on a User Mailbox.

      • Create a personal exemption for the user's mobile device.

      • Inform the user that your security policies prohibit the use of that mobile device.

Need additional troubleshooting?

If the user is still having trouble synchronizing, here are some other areas where you can look for clues.

  • Device information   Look at the device information. In the Exchange Control Panel in Manage Another User > Phone > Mobile Phones, select the device and click Details. The View Mobile Phone Details page provides information about whether the device has applied all policies, if Exchange ActiveSync has blocked the device, and if so, the reason it was blocked . You can use this information to see if your server configuration is blocking the device.

  • Device partnership is corrupt   If everything else fails, you can force a full re-synchronization of the device’s Exchange content by deleting a device partnership and asking the user try to synchronize again to recreate the partnership.

 
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