ipad3 does not sync an Exchange 2010 inbox; however, it can sync calendar, contacts

Posted on 2012-04-13
Medium Priority
Last Modified: 2012-10-18
Hello Experts,
I have a user that has an iPad3.  We have an Exchange 2010 Server fully patched.  The user also has an iphone.

The user's iphone can sync all email, calendar, contacts, etc. with no problem.
The user's ipad3 can sync calendar, contacts, etc. with no problem.

When attempting the initial sync, the user gets the complete inbox directory and some email -- in fact, everything BUT the inbox.

Diagnostic steps taken so far:
1) cleared out inbox and moved all email to a temporary sub folder (yes, that folder syncs)
2) checked permissions to make sure the user had inheritable rights checked (yes)
3) tried to sync using wifi (at the office) as well as cellular only (attempted to isolate the connection)
4) removed all accounts and re-added ONLY the Exchange

Error message after several minutes of synching --

Cannot Get Mail
The connection to the server failed.

and sometimes

CannotGet Mail
Server error.
Contact your server administrator.

This is our only ipad3 user, but all ipad2 users, iphone users, droid users have NO issue with synchronization.

Thank you for any help!

Question by:ltsweb
LVL 15

Assisted Solution

Rajkumar-MCITP earned 2000 total points
ID: 37844562
Step1: check whether that user IPAD 3 device partnership is established for that mailbox, you can check that by navigating to Recipient Configuration -> Mailbox -> Manage Mobile Device from action pane check ipad 3 device id is showing?

Step 2: You can allow a device ( ipad 3 ) using the below shell command but you have to know the device id for IPAD 3

Set-CASMailbox -Identity: UserAliasName -ActiveSyncAllowedDeviceIDs: "<DeviceID1>", "<DeviceID2>"

Inform if any issue

Author Comment

ID: 37846273
Under EMC, Manage Mobile Phone - both the Iphone2 (c1/802.117) and the ipad3 (C3/902.176) show and show a last synchronization as today and current time.

The next step I will try is to remove the partnership and re-establish.

Expert Comment

ID: 37854637
1. Have you tried restarting the Exchange server? Sometimes the synchronisation can hang on log files of the IIS which partly facilitates the sync-process. Restarting the Exchange server can solve this issue.

2. Did you install the users account on another device, besides the user's own iPad3 and iPhone?
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Author Comment

ID: 37862402
...still waiting on client to confirm whether it is working.

Accepted Solution

ltsweb earned 0 total points
ID: 37921631
Ok, so I figured out the issue.

The user had multiple devices showing up in the EMC under Recipient Configuration -> Mailbox -> Manage Mobile Device.

Two of the devices were iPads (one legacy that was replaced and one new).

I deleted both iPAD configurations and allowed the new (and only) one to connect.

The synchronization then completed and everything is working.

Author Closing Comment

ID: 37936160
The issue is that Exchange 2010 did not handle having multiple IOS enabled devices of the same type synchronizing at the same time.  The device was enabled as stated in my initial question.

Expert Comment

ID: 38512359
I have the same issue with my iPad 3 I have also iPhone 4 and both appear correctly and no other devices but inbox emails not appear.

Please help

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