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Exchange 2003 Sync Issue With HTC Incredible (Verizon) Smart Phone

Posted on 2011-05-12
Medium Priority
Last Modified: 2012-05-11
Hello.  I am experiencing a sync issue with an exchange mailbox and a HTC Incredible Smart-phone.  I'd like to preface this with:  I have had the unit replaced 5 times, same issue.  Also, the issue is only happening with this one user as I have 6 other Incredible phones syncing with no issues.  The issue appears to be with this particular mailbox.

The mailbox (including calendar and contacts) will sync fine and function for a few days.  Then, out of the blue the sync icon displays on the task bar of the phone and the phone gets very hot.  When this happens the battery dies quickly as the phone is sucking battery life heavy.

When I get into the account settings for exchange on the phone, I see the calendar is hanging trying to sync and a sync error is listed on the settings page for the account.

If I remove the exchange account from the phone and re-add it, the problem goes away, but only temporarily.  Sometimes the issue comes back after a few hours, sometimes a few days and ever once it took a month before the issue resurfaced.  This week, its been every couple hours that the issue reoccurs after I delete the exchange settings and reprogram them in.

Since the error seems to only occur when trying to sync the calendar, I have finally tried removing all calendar entries form this users mailbox (thinking there was a corruption).  Even with 0 calendar entries, the account still hangs at calendar sync.

Short of blowing away the mailbox and recreating it on the exchange server, I am at a total loss.  Can anyone help?  I'm sure I am not the first to experience this issue, even though Verizon claims they have never heard of this before and cannot help.

I've gone through 5 phones for this user and no luck.  It cannot be a hardware issue.

I also have other users with the same phones syncing to the same exchange server with no problems, so I assume its not a "server" issue either... I can only assume mailbox.

Question by:aschroeger
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Expert Comment

ID: 35747958
I have not run into this but have you tried disconnecting the mailbox and removing the exchange settings from the user and then reconnecting the mailbox and trying it.  Also do you have another mailbox store you could move the mailbox to and then back sometimes that can clean issues with the mailbox or will let you know if there are issues.  
LVL 31

Expert Comment

ID: 35748654
Create/recreate the exchange-oma VD:
Method 2 of:

Accepted Solution

aschroeger earned 0 total points
ID: 35771347

I blew away the mailbox, first exporting the data.  Then removed the account from the phone.

Next, I re-created the mailbox and imported all data back in.  After the import, I deleted all calendar events dating before 5/13/11.  I then added the account back into the phone.

So far after 3.5 days, no issues.  Will post an update if the issue reoccurs.

LVL 31

Expert Comment

ID: 35771414
Ouch! But at least it is working...

Author Closing Comment

ID: 35910015
My rebuild of the mailbox seemed to worked

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