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Iphone sync with SBS 2003

Posted on 2009-07-03
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Last Modified: 2012-05-07
We have a client that we can not get their Iphones to sync to their Exchange mailboxes.  OMA and OWA work fine.  Setting up a test account on the server works fine.  Sending and receiving email to and from the test account works fine.  The test account was created by copying one of the problem accuounts in AD.  The only major difference between the test account and the copied account is mailbox size (21KB vs 2.6GB).  On the problem accounts the mailbox folders are populated on the iphone but there is no content in any of the folders.  Any ideas?
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Question by:pbaee
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by:tntmax
ID: 24774374
Did you setup a 3rd party SSL cert? What version of Iphone? Do you have Form Based Authentication turned on, or require SSL turned on? These will both break active sync on the iPhone (and other phones as well).
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by:Alan Hardisty
ID: 24774472
Visit https://testexchangeconnectivity.com and run the activesync test.
If you get any errors, there is information on the site about the errors and potential solutions.  If you need further assistance, please post the errors back here for us to go over and offer suggestions.
Do you have other handsets that work with your exchange server or are the iPhones the first?
I am including a link to an iPhone setup walkthrough, just in case you are missing something:
http://www.theiphoneblog.com/2008/07/13/walkthrough-exchange-activesync-on-your-iphone-20/
Alan
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by:Lee W, MVP
ID: 24774610
Assuming the ActiveSync for iPhone works the same way as it does for windows, then what you're experiencing is normal.  On my Windows Mobile phone, I have to tell it which folders to I want to sync.  It lists them all so I can decide, but it only syncs the ones I select.  They are also listing all folders so that you can "file" mail into other folders as you want to.  Once filed and a sync takes place, that mail is no longer accessible UNLESS you have indicated you want to sync a folder other than the inbox.
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by:Lee W, MVP
ID: 24774616
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by:pbaee
ID: 24774676
I guess I was not clear in my post.  We created a test account on the server with an exchange mailbox on the server.  We configure the Iphone (same Iphone used for the problem accounts) to use the test account.  It connects fine and syncs with the server.  Sending and receiving emails on the Iphone works with the test account.  

If we change the account information (or create a new one) on the Iphone (same Iphone that works with the test account) to one of the problem accounts, the folders get populated on the Iphone but none of the folder contents arrives.  All we are interested is the inbox.  When you go to the inbox on the Iphone nothing is there and the "spinner" at the bottom of the Iphone keeps spinng with the comment "checking for mail".


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by:Alan Hardisty
ID: 24774706
It could be an error in the Exchange Database.
Are there any ESE errors in the Application Event log on the server?
You may need to run ESEUTIL /P on the database to repair it and then ISINTEG -s (Server) -fix -test alltests
Some useful info on ESEUTIL / ISINTEG: http://www.msexchange.org/tutorials/Exchange-ISINTEG-ESEUTIL.html
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by:Lee W, MVP
ID: 24774743
How large is the user's inbox?
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by:pbaee
ID: 24774830
I think leew is onto something.  The users inbox was 1.2GB.  We copied the users inbox to the test account and now the test account has the same issue.   We removed most of the 1.2GB content and it is now flowing again.  We have the Iphone set to show 25 recent messages, mail days to sync to 1 day and sync only the inbox.  Even with these settings the 1.2GB would stop the flow or at least take forever to sync.
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by:Alan Hardisty
ID: 24781339
I don't think the size of the mailbox is going to be an issue - I have users with far more in their mailboxes and they don't have a problem.
My thoughts lean more towards a corrupt message / mailbox store.
Are there any ESE errors in the Application Event Log?
Can you / have you run eseutil /g (integrity check) against the particular store (needs to be taken offline) to see if the store is happy?
If not, then run eseutil /p and follow it by isinteg -s (servername) -fix -test alltests
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by:cepolly
ID: 24781905
I agree on the mailbox size not being the issue. I use the iPhone and my mailbox is over 4GB's

As a quick solution, you could export all the user's email to a PST file, remove the mailbox. Make sure the mailbox is purged.

Create a new mailbox for the existing user and move all his email back to their respective folders.

Complete any housekeeping and try setting up the iPhone again for the user.
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Author Comment

by:pbaee
ID: 24805085
We tried eseutil /g and the store came back happy.  We did create a test user and it works fine.  As soon as we copy more that 100 messages to the test mailbox is when it quits syncing.  If ther are only ten or so, it syncs.  We are going to go on site and connect via 802.11 and reconfigure with the local server name and see if that helps.  We suspect a incoming connectivity issue.  Any other ideas?
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by:Alan Hardisty
ID: 24805118
How many messages is the iPhone set to show?  This can be limited and is probably why you are stopping synching.
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by:Alan Hardisty
ID: 24805257
Does this Apple article help?
http://support.apple.com/kb/TS1693
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by:pbaee
ID: 24814325
We tried connecting onsite using the internal IP of the server and WFII for the connection and it still does not work.  We already tried configuring of the IPhone to minmum settings and the suggestions in link that alanhardisty sent.  Any other ideas?
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by:Alan Hardisty
ID: 24814359
Then it has to be a problem with the iPhone.
Have you downloaded / installed the latest OS for the phone?
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by:pbaee
ID: 24814408
Yes, these are brand spanking new iPhone 3Gs'es. We've tested it with other sites and it syncs fine.
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by:Alan Hardisty
ID: 24814449
A bit harsh, but how about exporting the problem users mail to a .PST file, nuking their account from exchange, re-create the exchange account, put the mail back and then try reconnecting.
If that fails, nuke the user account and then create a new one.
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Author Comment

by:pbaee
ID: 24818488
We've tried that. The iPhone will sync until we start importing the .pst to the users account. After the import the iPhone says, "checking for mail".
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Expert Comment

by:Alan Hardisty
ID: 24818582
Okay - how about importing an exported mailbox from another user!
To my mind, it sounds like there is an issue with one or more emails in the mailbox you are importing.
If you try another users mailbox (exported to a PST) and then import that PST - does the iPhone sync properly?
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Author Comment

by:pbaee
ID: 24827710
We have tried that too with no success.
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by:Alan Hardisty
ID: 24844123
When you import the PST file into Exchange, do you wait until Outlook says all folders up-to-date before checking the phone?
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by:pbaee
ID: 24846605
Problem solved....  We paid $175 to a group we found on the internet and got our solution resolved in 15 minutes (as a consultant in the business for 22 years, I was very upset we did not figure it out).  We must have put in 20 man hours plus all your time trying to figure this out.  They logged in, fixed our problem THEN asked for a CC for payment.  I've instructed our staff that if it takes longer than 30 minutes to set up an Iphone to Exchange and have problems, STOP and call these guys.  

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by:Alan Hardisty
ID: 24846619
Okay - well done - but what did they do to fix the problem?  (for the benefit of all).
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Accepted Solution

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pbaee earned 0 total points
ID: 24884536
They made multiple changes but the one that we think did the trick was changing the default website identification IP address from (All Unassigned) to the actual IP address.
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by:Alan Hardisty
ID: 24885113
Okay - appreciate the update - are you going to close the question down now?
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