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Article ID: 2505570 - Last Review: February 18, 2014 - Revision: 8.0


While this article might be applicable in other environments, it is designed to address a deployment of the Microsoft Office 365 Dedicated.

On their mobile devices, users are unable to connect with their mailbox with Exchange ActiveSync (EAS).


The device is blocked by policy or because AllowNonProvisionableDevices is set to False in the ActiveSync mailbox policy.


  1. It is important to collect the following information:
    • List of users that are unable to connect via EAS.
    • Error information that user is reporting on their device.
    • Date that attempt was made to synchronize their device.
  2. Review status of device to determine if device is blocked or if there is a problem with the policy:

    Get-ActiveSyncDeviceStatistics -mailbox "<user>" | fl device*

  3. If the user is blocked from Exchange or there was a problem with the policy, review the policy properties:

    Get-ActiveSyncMailboxPolicy <policy name> | fl

  4. If AllowNonProvisionableDevices is set to False this might be the source of the problem. Many devices cannot fully implement all policy settings. More information can be found at and
  5. If the connection state of the device is blocked the environment’s device rules may need to be reviewed or a personal exemption may be needed. More information can be found at

More Information

The Troubleshoot ActiveSync with Exchange Server guided walkthrough helps troubleshoot the following issues:

  • Unable to create a profile on the device
  • Unable to connect to the server
  • Mail issues
  • Calendaring issues
  • Delays on device/CAS performance


Applies to
  • Microsoft Business Productivity Online Dedicated
  • Microsoft Business Productivity Online Suite Federal
  • Microsoft Exchange Online Dedicated
Additional support options
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