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Cannot get cell phone to connect via IMAP or POP3

Posted on 2008-10-23
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Last Modified: 2013-11-29
A new employee of mine has a Sprint HTC Touch cell phone and is trying to connect to his corporate email account using IMAP4. I have other users using IMAP4, POP3, Blackberry Ent. Server, and Exchange push (iPhones) without any problems. This is my only user with Sprint as well.

If I am in the ESM looking at the current connections for the IMAP4 protocol, I see for a second a new connection called <logging in> bounce off the machine. It is gone as quickly as it arrives. This user is able to connect his personal email account, which is running off his own Exchange server using ActiveSync. His phone will not let him add a second ActiveSync connection to my Exchange server.

I cannot figure out what's wrong and why IMAP will not work. The user is running Windows Mobile 6 on his cell phone.

I tried to add his email account to my Blackberry via IMAP and POP3, neither of which would work either. It keeps saying there is a problem validating the account. His account seems fine, as he is sending/receiving perfectly well from Outlook and can log in via Web Access without any problems. And the IMAP/POP3 servers seem ok as well since I have other users connecting through them daily.
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Question by:alan2938
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tenaj-207 earned 500 total points
ID: 22791545
Check the event logs.

Also to confirm it's an issue with his account with IMAP (vs mobile phone), setup an account for him in Outlook with IMAP.  If it doesn't work then we know we need to look at the server.  If it does work then it must be an issue with the phones.
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by:alan2938
ID: 22796770
Well, it seems to be some kind of a server issue. I cannot add the user to my own Outlook. I cannot even add my own email account to my Outlook using IMAP4.

I have looked through the security even log and there are no Failure Audits anywhere in there. Is there an access log or some kind of log I can monitor somewhere when I try to log in to the IMAP server so I can see what the server thinks is going on?
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by:alan2938
ID: 22797580
Ok, so I narrowed it down. User accounts that are the same as their email addresses can log in and work fine. Those which are different do not.

For example, I created a test user called "same" with password 1234 and email address same@mydomain.com. If I try to log in to IMAP by typing:
01 LOGIN same 1234  ... it works.

I created another test user called "different" with password 1234 and email address testing@mydomain.com. If I try to log in to IMAP by typing:
01 LOGIN different 1234  ... I got "unknown user name or bad password". If I try:
01 LOGIN testing 1234 ... I got "NO The specified directory service attribute or value does not exist."

Ideas?
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Author Comment

by:alan2938
ID: 22797750
Ok, fixed it. If the "alias" field under the Exchange General tab different from the username, you have to either change it to be the same or log in with:

LOGIN domain/username/alias password

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Expert Comment

by:tenaj-207
ID: 22798958
Good job fixing it.  

I do feel I helped point you in the right direction with my suggestion to use Outlook to test it and deserve partial points for that, but if you feel that's not worth any points for me than that's your call.
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Author Closing Comment

by:alan2938
ID: 31509411
Well I can't split points between you and myself so you get them all, but you're right. You deserve some.
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