The following is a list of current issues that you may encounter when you use Exchange Server 2007 or Exchange Server 2010 together with third-party devices. If you are using Exchange Server 2007 Service Pack 3 (SP3) or Exchange Server 2010 SP1 and are experiencing an issue that is not listed here, go to the Microsoft Support
We recommend that you update third-party devices to the latest version of device software. Be aware that some devices cannot be updated in some circumstances.
Users of iOS devices can update their devices to the latest version of the iOS software available. For more information, go to the Apple iOS
The information and the solutions in this document represent the current view of Microsoft Corporation on these issues as of the date of publication. These solutions are available through Microsoft or through a third-party provider. Microsoft does not specifically recommend any third-party provider or third-party solution that this article might describe. There might also be other third-party providers or third-party solutions that this article does not describe. Because Microsoft must respond to changing market conditions, this information should not be interpreted to be a commitment by Microsoft. Microsoft cannot guarantee or endorse the accuracy of any information or of any solution that is presented by Microsoft or by any mentioned third-party provider.
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The issues in this article are divided into the following categories:
- Automatic meeting processing
- Connectivity and synchronization failures
1. Automatic meeting processing
Issue 1.1 - A recurring meeting is removed from the calendar when the organizer cancels a single occurrence
Assume that you synchronize your iOS device by using Exchange ActiveSync on an Exchange Server 2007 mailbox. If the organizer cancels a single occurrence of a recurring meeting, the device may unexpectedly delete the whole recurring meeting.
Follow these steps:
- Install Update Rollup 4 for Exchange Server 2007 Service Pack 3. The problem details and the link to the update are documented in the following Microsoft Knowledge Base article:
A meeting request series is deleted unexpectedly from the calendar in an Exchange Server 2007 environment
- Update the Apple iOS on your device to version 4.3 or a later version. For more information about the latest iOS version, go to the Apple iOS
For more information about this issue, go to the following website:
Issue 1.2 - An attendee becomes the meeting organizer
When you synchronize your iOS or Android device by using Exchange ActiveSync on an Exchange Server 2007 mailbox, you may unexpectedly become the organizer for a meeting to which you were invited. This does not change the meeting for all attendees.
This issue can occur if you change the reminder for a single occurrence of a recurring meeting on an iOS or Android device. There may be other changes to meeting items that cause the same problem.Exchange Server 2007
This issue is resolved in Update Rollup 4 for Exchange Server 2007 Service Pack 3. For more information, see the following Microsoft Knowledge Base article:
You are incorrectly displayed as a meeting organizer after you synchronize the meeting by using your mobile device in an Exchange Server 2007 environment
Affected meetings must be deleted, and replacement meetings must be created after the update is installed.Current issues (all Exchange versions)
Recent issues that have similar symptoms were reported to and investigated by Microsoft. These issues can affect users on all versions of Exchange Server. Currently, Microsoft cannot reduce the effect of these new issues. We encourage users to work with their device vendors to find a solution to the problem.
One issue that can occur with Apple iOS 6 is documented in the following Microsoft Knowledge Base article:
Meeting in Attendee’s Calendar Loses Track of the Meeting Organizer
The issue has been reported since the release of iOS 6.0.1 to include devices that use iOS 6.1.3. Customers who experience this issue should contact Apple for help.
Issue 1.3 - Your meeting response to the organizer is displayed as if it had been sent by someone else
When you respond to an Exchange ActiveSync meeting invitation, the meeting organizer may see someone else's name displayed as having accepted the invitation instead of you.
Verify that the Apple iOS on your device is version 4.3 or a later version. For more information about the latest iOS version, go to the Apple iOS
website. This was fixed by Apple in iOS 3.1. For more information, go to the following website:
Issue 1.4 - An All Day Flag is not set correctly on Mobile devices when a meeting is scheduled across multiple days
Mobile device clients do not treat a meeting request as an all-day event meeting request. Also, the All Day field is marked No
This issue is resolved in Update Rollup 2 for Exchange 2007 Service Pack 3. For more information, see the following articles in the Microsoft Knowledge Base:
The "All Day" field is marked with "No" when you access a meeting request that has a duration time that is more than 24 hours by using a mobile client through ActiveSync in an Exchange Server 2007 environment
Description of Update Rollup 2 for Exchange Server 2007 Service Pack 3
Issue 1.5 - Recurring Exchange calendar events are deleted
In some cases, recurring calendar events can be
removed from both the iOS
device and Exchange when the organizer cancels an event instance.
This issue is resolved by Apple iOS 4.3 and affects version 4.2.6 and earlier versions. For more information about this issue, go to the following website:
Issue 1.6 - An appointment is longer than 24 hours is changed to a multi-day All Day Event
Assume that an appointment item's duration is longer than 24 hours and the appointment is not marked as an All Day Event. In this case, Exchange ActiveSync changes the item on the device to a multi-day All Day Event. The next time that the device synchronizes with the mailbox, the change is propagated from the item on the device to the item on the Exchange Server 2010 mailbox.
To resolve this issue, install Update Rollup 1 for Exchange Server 2010 Service Pack 2 (SP2). For more information, see the following article in the Microsoft Knowledge Base:
A meeting item displays incorrectly as multiple all-day events when you synchronize a mobile device on an Exchange Server 2010 mailbox
Issue 1.7 - Meetings are missing due on some mobile devices, but are present in OWA and Outlook
When you create a recurring Appointment or Meeting, then change a critical property in an occurrence in the series (for example date, time or location), and then change the whole meeting Series again, the item may not be updated on a device.
The change is reflected correctly in Outlook, but meeting organizers or attendees do not see the change reflected on their devices. The result is an apparent "missing appointment" on the device user's Calendar.
The devices use the Global Object Identifier (GOID) instead of the ServerID to track changes to the Calendar item for synchronization requests.
When the meeting series is changed, the same GOID is retained on the whole series. When the device receives the Delete request, sent when the series is changed, in a separate sync request from the change to the individual occurrence, it considers the series change as a duplicate and does not process the update.
This issue was thought to be resolved in iOS 6.0. If this problem occurs with later versions, customers should contact Apple to investigate the issue.
Issue 1.8 - Rapid growth in transaction logs, CPU use, and memory consumption in Exchange Server 2010 when a user syncs a mailbox by using an iOS 6.1 or 6.1.1-based device
When a user syncs a mailbox by using an iOS 6.1-based or iOS 6.1.1-based device, Microsoft Exchange Server 2010 Client Access server (CAS) and Mailbox (MBX) server resources are consumed, log growth becomes excessive, excessive growth in Recoverable Items may occur, and memory and CPU use may increase significantly. Server performance is affected.
Additionally, Office 365 Exchange Online users receive an error message that resembles the following on an iOS 6.1-based or iOS 6.1.1-based device:
Cannot Get Mail
The connection to the server failed.
An issue with iOS 6.1 and 6.1.1 cause a continuous stream of meeting responses to the Exchange Server. This issue affects Exchange Server performance and adversely affects the device's battery life.
Obtain iOS 6.1.2. Apple has documented the issue in the following article from their Knowledge Base:iOS 6.1: Excess Exchange activity after accepting an exception to recurring calendar event
If this issue is not resolved by applying the iOS 6.1.2 update, customers should follow these steps:
- Disable synchronization of the Calendar on the iOS device and resynchronize. Then re-enable Calendar synchronization and review logs to determine whether the device is still presenting the symptoms on the server-side.
- If step 1 fails, remove the device partnership completely, then resynchronize the device.
- If this fails, customers should contact Apple for more investigation.
Issue 1.9 - An appointment does not update when you use Outlook in cached mode and room mailbox is an attendee
The following conditions cause an appointment not to update on an iOS device:
- Organizer is using Outlook in cached mode.
- A room mailbox is listed as an attendee
- Calendar processing for the room mailbox is set to AutoAccept
- Organizer makes a change to in an instance of a recurring meeting
Exchange sends two responses for the appointment on the device that contain an exception for the appointment. The second response contains the updated time for the meeting. However, the time stamp for the appointment is older that the first response.
The following are examples from the ActiveSync mailbox log for a device:First log entry
Second log entry
<Exceptions xmlns="Calendar:"> <Exception> <DtStamp>20131112T184410Z</DtStamp> <StartTime>20131128T170000Z</StartTime> <EndTime>20131128T180000Z</EndTime> <ExceptionStartTime>20131128T170000Z</ExceptionStartTime> <MeetingStatus>1</MeetingStatus> </Exception></Exceptions>
<Exceptions xmlns="Calendar:"> <Exception> <DtStamp>20131112T184334Z</DtStamp> <StartTime>20131128T190000Z</StartTime> <EndTime>20131128T200000Z</EndTime> <ExceptionStartTime>20131128T170000Z</ExceptionStartTime> <Attendees> <Attendee> <Email bytes="30"/> <Name bytes="12"/> <AttendeeStatus>0</AttendeeStatus> <AttendeeType>1</AttendeeType> </Attendee> <Attendee> <Email bytes="30"/> <Name bytes="21"/> <AttendeeStatus>0</AttendeeStatus> <AttendeeType>3</AttendeeType> </Attendee> </Attendees> <MeetingStatus>1</MeetingStatus> </Exception></Exceptions>
Remove the calendar from the list of folders to synchronize, wait several minutes, and then add the calendar back to the list of folders to synchronize.
This issue is currently under investigation to prevent the device from encountering the problem.
2. Connectivity and synchronization failures
Issue 2.1 - Failures to provision and synchronize with Android OS
Exchange ActiveSync policies can cause provisioning and synchronization to fail when the devices are customized. Devices are not provisioned if a policy that exceeds these limitations is applied to the users of these devices. This issue is discussed in comment 9 from the following post on the Google Android forum:
Updates to the Android OS version seem to resolve this problem. We encourage device users to update to the latest version that is available from their provider and to follow vendor forums that discuss synchronization issues. If the decision is made to use older devices in the organization, administrators can canvass device users or use tools such as Log Parser or Export-ActiveSyncLog to make sure that such devices are identified in the organization. Users of older devices can be grouped into a policy that can work for them.
Issue 2.2 - Users cannot connect by using Exchange ActiveSync because of Exchange resource consumption
You may experience resource exhaustion issues that are caused by devices that connect by using Exchange ActiveSync.
Administrators should review the following article in the Microsoft Knowledge Base to determine whether the users are experiencing the same server symptoms:
Unable to connect using Exchange ActiveSync due to Exchange resource consumptionNote
This article also describes a known issue that occurs after you update to iOS 4.0. For more information, go to the iOS 4.0: Exchange Mail, Contacts, or Calendars may not sync after update
website. We also discuss this issue in Issue 2.5 later in this section.
Exchange 2007 administrators should review the following article in the Microsoft Knowledge Base to determine whether they are experiencing the same server symptoms:
An Exchange Server 2007 Client Access server responds slowly or stops responding when users try to synchronize Exchange ActiveSync devices with their mailboxes
IT administrators should also review Issue 1.8 in the previous section.
Another possible avenue to investigate is whether the device is continuously re-synchronizing. Apple has documented the behavior in the following article:
Issue 2.3 - "This message has not been downloaded from the server" error when you try to open a message
You synchronize your Exchange Server mailbox with your iOS device. When you try to open a message on the iOS device, you receive the following error:
This message has not been downloaded from the server
You must configure the Accepted Domain by using Exchange Management Shell. Follow the steps in item 7 in the following post from the Exchange Team Blog:
This issue is being reviewed by the Microsoft Exchange product team.
Issue 2.4 - You receive a "synchronization failed" email message when you synchronize your mobile device
When you synchronize your mobile device by using Microsoft ActiveSync on an Exchange Server 2010 mailbox, you receive a synchronization failed email message that resembles the following:
This issue is described in the following article in the Microsoft Knowledge Base:
You receive a synchronization failed email message when you synchronize your mobile device by using ActiveSync on an Exchange Server 2010 mailbox
To resolve this issue, install the following update rollup:
Description of Update Rollup 3 for Exchange Server 2010 Service Pack 1
Issue 2.5 - Users cannot synchronize Apple iPhone iOS 4.0 with the Exchange Server mailbox
Immediately after you update to iOS 4.0, you might notice that Exchange ActiveSync Mail, Contacts, or Calendars do not sync or that they sync very slowly. Also, Exchange Server administrators might notice that servers are running slowly. This problem is also discussed in Issue 2.2 in this section.
Update the device to a later iOS version. For more information about this issue, go to the following website:
Issue 2.6 - ActiveSync does not work for mobile device users who are connecting to Exchange Server 2007 mailboxes after swapping URLs between Exchange Server 2010 and Exchange Server 2007
This problem occurs because the device cannot correctly redirect a user whose mailbox was moved. The "451" redirect response to the device is not interpreted correctly.
Typically, you can resolve this issue by updating the device to the latest operating system. Verify the following:
- Verify that you configured the LegacyURL for Exchange Server 2007 users. This configuration automatically switches the URL for the user to the appropriate target on the device. For more information about transitioning from an Exchange 2007 environment to Exchange 2010, see the following blog topic:
- This issue was reported for several device types that include iOS and Android operating systems. If this problem occurs when the latest version of the device operating system is used, and the LegacyURL is configured correctly and works for other devices, contact the device vendor’s technical support.
- If you are using an Apple iOS device, update the device to the iOS version 4.3.2.
In migrations where the mailbox moves are between different forests, a "451" response is not sent. This occurs because the old server does recognize the new endpoint for connectivity. In these circumstances, the device must be reconfigured manually.
Issue 2.7 - Duplicate contacts are created when you synchronize a mobile device by using Exchange ActiveSync
Microsoft believes this issue is resolved in iOS 6. For confirmation or additional investigation of this issue, contact the device manufacturer.Note
We haves documented the problem and temporary workaround in the following article in the Microsoft Knowledge Base online:
Duplicate contacts are created when you synchronize a mobile device by using Exchange ActiveSync
Issue 2.8 - High CPU usage when you synchronize a mobile device to an Exchange Server CAS
We believe this issue is resolved in iOS 6. For confirmation or additional investigation of this issue, contact the device manufacturer.Note
We have documented the problem and potential mitigation workarounds in the following article in the Microsoft Knowledge Base:
High CPU usage when you synchronize a mobile device to an Exchange Server CAS
Issue 2.9 - A mobile device intermittently does not connect to Exchange Online
When you try to synchronize a mobile device that is using Exchange ActiveSync (EAS) with Microsoft Exchange Online, your device cannot connect. You may receive errors such as the following:
Cannot Get Mail
The connection to the server failed.
Cannot Send Mail
An error occurred while delivering the message.
Unable to open server connection due to a security update
When a mobile device acts in a manner that can adversely affect Microsoft Exchange Online service performance, such as when a device sends too many identical Sync commands to the service for a particular folder in a very short period, the device is put into an Access Denied
state for a short time.
Microsoft Exchange Online has implemented Exchange ActiveSync (EAS) Throttling to manage and maintain the optimal performance of the Office365 Exchange Online environment.
See the following article for more information. Contact the mobile device vendor for help with the investigation.
A mobile device intermittently fails to connect to Exchange Online
Issue 2.10 - iOS device users locked out of Active Directory accounts
When a user changes the Active Directory account password, iOS devices prompt for the new password. The user enters in the new password. However, the account is locked out.
To avoid this issue, upgrade the iOS device to iOS 7. For more information about this issue, go to the following Apple website:
On the device, open the Settings
panel, and then edit the profile to force the new password to be used by the iOS device on the next connection. Users who have multiple iOS devices should change the password on all the devices at the same time.Note
Restrictive lockout policies can be used as a method of denial of service by triggering a lockout on lots of accounts. IT administrators should consider alternatives such as a fine-grained password policy. For more information, see the following Microsoft TechNet topic:
Issue 2.11 - iOS device users cannot synchronize Exchange Server mailbox after the device is updated to iOS 7.0
A user cannot synchronize his or her iOS device with a mailbox that is hosted on Exchange Server 2010 or Exchange Server 2013 after the iOS device is upgraded to iOS 7.0.
Solution Exchange Server 2013
To resolve this issue in Exchange Server 2013, install the update that is described in the following article in the Microsoft Knowledge Base:
Exchange Server 2010
Description of Cumulative Update 2 for Exchange Server 2013
To resolve this issue in Exchange Server 2010, install the update rollup that is described in the following article in the Microsoft Knowledge Base:
Description of Update Rollup 2 for Exchange Server 2010 Service Pack 3
Microsoft has documented the problem in the following article in the Microsoft Knowledge Base:
Cannot synchronize an Exchange mailbox after updating an Apple iOS device to iOS 7.0
Issue 2.12 - Android device cannot synchronize with Exchange
After the ActiveSync profile is configured, the device receives new items for an undetermined time and then stops updating.
The ActiveSync mailbox policy has a refresh policy defined. The device receives a response with status 143 - Error:PolicyRefresh. The device does not send a provision command as needed.
IIS log example:
Set the refresh interval for the ActiveSync mailbox policy to Unlimited.
Issue 2.13 - Items in a folder disappear and reappear on an iOS device
The items on the device disappear and then reload automatically. This might occur within any mail folder, calendar, or contacts.
The device sent a synchronization key with the value of 0 which re-initializes the sync state for the folder.
This behavior is by design. For more information, please refer to the following article:
The following links provide more information about Exchange ActiveSync experiences.ActiveSync and our partnersWhy all Exchange ActiveSync experiences aren’t the same, and how to know what you’re gettingExchange ActiveSync Logo ProgramAndroid Support:
Android OS devices are typically supported through forums or through the mobile carrier. Device vendor or mobile carrier websites may offer help.Apple Enterprise Support for Exchange ActiveSync and iOS
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