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iPhone will connect to some exchange mailboxes but not others

Posted on 2010-08-27
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Last Modified: 2012-08-13
We have a hosted exchange account that multiple iphones connect to with no problem.  We have one particular exchange user mailbox that none of the iphones can connect to.  I have configured that user's iphone to connect to other mailboxes without issue, but when I try to configure his phone to connect to his mailbox, it fails with the "Unable to verify account information." error.  Any ideas on what might be causing this?  Google and the Apple techies have been no help.
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Question by:HillcrestDavidson
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Expert Comment

by:piattnd
ID: 33545066
Check the exchange features enabled for that account.  Do you have all of them enabled?
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Expert Comment

by:Alan Hardisty
ID: 33545087
What version of Exchange is the hosting company providing?

Can you run the exchangenactivesync test formthe user from https://testexchangeconnectivity.com.

Specify manual server settings and complete the test.  Please post the Full Expanded results.
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Author Comment

by:HillcrestDavidson
ID: 33545093
Yes...they are all enabled.  That mbox is set up no different than any other.  In fact, this problem only began 3 days ago.  Until then, this user's iphone was receiving mail from this mbox without any issues.  
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Expert Comment

by:Glen Knight
ID: 33545138
In Active Directory users and computers goto View and select Advanced Features.

Right click a user that's not working and elect properties, then under the security tab click advanced and make sure the inherit permissions is checked.

Then try that user again.
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Author Comment

by:HillcrestDavidson
ID: 33545297
alanhardisty:

I have pasted the activesync results from two mbox's.  The first is one that is not having any issues, and the second is from the mbox that is not connecting.  It appears that ActiveSync is failing for the mbox in question, but I'm not sure how to activate it with our hosted exchange solution.

WORKING:      

An ActiveSync session is being attempted with the server.
       Testing an ActiveSync session completed successfully
       
      Test Steps
       
      ExRCA is attempting to send the OPTIONS command to the server.
       OPTIONS response was successfully received and is valid
       
      Additional Details
       Headers received: MS-Server-ActiveSync: 8.2
MS-ASProtocolVersions: 1.0,2.0,2.1,2.5,12.0,12.1
MS-ASProtocolCommands: Sync,SendMail,SmartForward,SmartReply,GetAttachment,GetHierarchy,CreateCollection,DeleteCollection,MoveCollection,FolderSync,FolderCreate,FolderDelete,FolderUpdate,MoveItems,GetItemEstimate,MeetingResponse,Search,Settings,Ping,ItemOperations,Provision,ResolveRecipients,ValidateCert
Public: OPTIONS,POST
Allow: OPTIONS,POST
Content-Length: 0
Cache-Control: private
Date: Fri, 27 Aug 2010 18:46:10 GMT
Server: Microsoft-IIS/6.0
X-AspNet-Version: 2.0.50727
X-Powered-By: ASP.NET

      ExRCA is attempting the FolderSync command on the Exchange ActiveSync session.
       The FolderSync command completed successfully.
       
      Additional Details
       Number of Folders: 135
      ExRCA is attempting the initial sync to the Inbox folder. This initial sync won't return any data.
       The Sync command completed successfully.
       
      Additional Details
       Status: 1
      ExRCA is attempting to test the GetItemEstimate command for the Inbox folder.
       Successfully received GetItemEstimate Response from Server
       
      Additional Details
       Estimate: 1845 messages

NOT WORKING:

An ActiveSync session is being attempted with the server.
       Errors were encountered while testing the ActiveSync session
       
      Test Steps
       
      ExRCA is attempting to send the OPTIONS command to the server.
       Testing of the OPTIONS command failed. For more information, see Additional Details.
       
      Additional Details
       An HTTP 403 forbidden response was received. The response appears to have come from Unknown. Body is:
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Expert Comment

by:Alan Hardisty
ID: 33545513
My article below describes what Demazter has described, which applies to Exchange 2007 / 2010:

http://www.experts-exchange.com/A_2861-Activesync-Working-But-Only-For-Some-Users-On-Exchange-2007-/-2010.html

So - if the above is applicable, then credit to Demazter.  It is the most likely reason for the issue.
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Author Comment

by:HillcrestDavidson
ID: 33545551
Unfortunately our users are not in a domain and AD is implemented.  It is a simple workgroup.
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Expert Comment

by:Alan Hardisty
ID: 33545585
This will be on the hosted server, not on your workstations.
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Author Comment

by:HillcrestDavidson
ID: 33545702
I have opened a ticket with our hosting vendor outlining the issue and including your suggestions.  I will let you know what they say.

Thanks for the help so far.
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LVL 76

Expert Comment

by:Alan Hardisty
ID: 33545839
This typically happens with migrated accounts, not freshly created ones.  Fingers crossed they respond soon and then you can get the issue resolved.
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Author Comment

by:HillcrestDavidson
ID: 33545842
Unbelievable.  I contacted our hosting company who informed me that they deactivated this user's ActiveSync because the iphone firmware he is running (4.0) needs to be updated to 4.0.2.  Apparently, the 4.0 firmware was causing sync issues.  Would have been nice if they had informed my of this action, but it looks like I have the answer.  I am going to split the points because both of you got me pointed in the right direction.

Thanks guys.
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Accepted Solution

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Alan Hardisty earned 500 total points
ID: 33546513
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Expert Comment

by:Glen Knight
ID: 34680122
This question has been classified as abandoned and is being closed as part of the Cleanup Program. See my comment at the end of the question for more details.
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