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ACTIVE SYNC STOPS WORKING

I have an SBS 2003 with SP2, periodically my users running active sync complain they are "not syncing"  to their PDA's. When I look in the event viewer, I have the following message:
Exchange mailbox Server response timeout: Server: [server.domain.local] User: [user@domain.net]. Exchange ActiveSync Server failed to communicate with the Exchange mailbox server in a timely manner. Verify that the Exchange mailbox Server is working correctly and is not overloaded.
If left alone, eventually the user begins to sync once again.  Otherwise, for an immediate solutions, a server reboot triggers the sync again.
Any ideas are GREATLY appreciated.



 there is an active sync warning, stating there was an error while syncing with that user" ensure the exchange server is working correclty and not overloaded"  What constitutes an "overload"?? At that point I simply reboot the server and everything begins to work correctly again.  Sometimes, the Information store service has to be manually started upon reboot (not sure if that shines some light).  Any help is greatly appreciated.
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alexfl73
Asked:
alexfl73
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1 Solution
 
acromentCommented:
How many users are on this server?

How much RAM do you have?

When was the last time you did a defrag?
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alexfl73Author Commented:
14 users, 2 GB RAM, Defrag maybe a few weeks ago.  This has been an ongoing issue for over a year now.
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MesthaCommented:
I have found ActiveSync normally just sits there and gets on with it.
Have you run the SBS best practises tool on the server to see if that flags anything?

-M
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alexfl73Author Commented:
but is it normal for its to stop working for a few days and then just "kick in" again?
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MesthaCommented:
No, I wouldn't expect it to fail and then start working again.
See whether there are ActiveSync connection attempts in the IIS logs for the server.

-M
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alexfl73Author Commented:
where excatly on SBS would I find those logs?
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alexfl73Author Commented:
ok i found them....wayyyyy to much info on them..what am i looking for?
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MesthaCommented:
You are looking for connections to the Microsoft-Server-ActiveSync virtual directory. There will be a lot of the entries in the log, which will mean wading through it.

If the line doesn't show the authentication details then you may have to adjust the logging levels on the Default Web Site to include them.

-M
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alexfl73Author Commented:
what am I looking for when it comes to authentication...I mean,....how will the entry look if it is authenticated?.  Also, would a lack of authentication cause intermittent sync?.. wouldnt that cause no sync at all?
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MesthaCommented:
You are looking to ensure that it is authenticating with the user - so something like domain\username and not the anonymous account, administrator account, something like that.

-M
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alexfl73Author Commented:
i do have several authentications..so yes the user authenticates.
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MesthaCommented:
I don't know what else to suggest at this time. Unless you can make it fail on demand, or find some kind of pattern then it is going to be hard to diagnose. If the server isn't being rebooted or anything, then it would tend to point to something outside of the server might be at fault.

-M
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alexfl73Author Commented:
Well that's my problem..and thats why Im looking for answers.  The problem is intermittent.  And like I Initially said, once the server reboots, active sync "kicks in" again.
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Jeffrey Kane - TechSoEasyPrincipal ConsultantCommented:
What anti-virus software do you have running on this server?

Are there any other 3rd-party mail handling/scanning programs installed?

Jeff
TechSoEasy
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alexfl73Author Commented:
Syamantec Endpoint Security 11.0..also we use Symantec Mail security for Exchange.  Im trying to remember and I beleive the problem was around prior to the use of both of these.  Prior to that we used Symantec Corporate 10.X with no Mail Security (nightmare for spam)

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Jeffrey Kane - TechSoEasyPrincipal ConsultantCommented:
My guess is that it wasn't around prior to upgrading to Endpoint Security + Mail Security, and that this is the cause of your problem.

SEP 11.0 has a bunch of issues running on SBS. Many of them are detailed here:
http://www.symantec.com/business/support/endpointsecurity/customer_installations_issues_with_resolutions_int_112007_partner.pdf

One main one is that it causes a major slow-down of processing which could account for your errors.

SEP 11.0 is not really designed to run on an SBS the way other AV software is (such as Trend Micro's WFSBS).
But there is a Best Practices guide which you can find here:
http://www.symantec.com/business/support/endpointsecurity/SEP_SBS_BestPractices_v3.0.pdf

Jeff
TechSoEasy
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alexfl73Author Commented:
So you feel its the SEP portion and not the Mail Security portion?
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Jeffrey Kane - TechSoEasyPrincipal ConsultantCommented:
the combination of the two, most likely.

Jeff
TechSoEasy
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alexfl73Author Commented:
while I figure out the sep bugs, can I schedule a reboot with sbs?
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alexfl73Author Commented:
more specifically, i there a a command that I can use to setup an automatic reboot every week
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Jeffrey Kane - TechSoEasyPrincipal ConsultantCommented:
I wouldn't set up an automatic reboot every week, but rather you might want to see what service is actually failing... (I'm guessing it might be the IIS Admin Service) and then modify the recovery options for that service.

For instance, if it is the IIS Admin Service, then you could configure the 2nd failure of the service within a set number of days to restart the server automatically.

See image below for an example.

This is, of course, a VERY temporary solution and you really should just get it resolved ASAP.

Jeff
TechSoEasy
image.png
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