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Rupert EghardtFlag for South Africa asked on

Active Sync stops working when travelling abroad

Hi Guys,

We have a "roaming" user with tablet and phone using active sync to connect to an Exchange server in their office.

When travelling abroad, in come countries, neither the phone or tablet connects via active-sync to the Exchange server (connecting to a local hot-spot in that country).

In some countries the phone or tablet works fine.

As the user is miles away, it is very difficult to troubleshoot the problem hands-on.

Will appreciate some ideas as to what may be the cause of this particular issue.
Am I right to assume that only port 443 / internet access is required for the communication to be successful?

Apparently the internet is working just fine.

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8/22/2022 - Mon
Alan Hardisty

Yes - port 443 is the only port required.

If it works sporadically, then it is more likely a problem with the local internet connection rather than a problem with the device or your server.

The short answer is that there isn't anything you can do about it as the connections are beyond your control, so the travelling user will just have to find a hotspot that doesn't present them with a problem.

Rupert Eghardt

Thanks Alan,

This was my thoughts also.

But you know end users :-)
Alan Hardisty

Yep - if it doesn't work - it must be broken your end!
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James Murphy

Alan Hardisty

@Mohd_Shaikh - did you actually read and understand the question before you posted your Google search results?


Well Guys

I have a similiar Problem. I'm travelling and since I'm abroad I can't sync any Microsoft Exchange ActiveSync Accounts on my Galaxy S4.

The funny Thing is on my Sasmung S3 Mini it's working, while it's using the S4 as a Hotspot.

Logically something must be going on on my Galaxy S4. The issue happens with any Exchange Active Sync Providers, like Outlook.com as well for example, not on my Business Email.

I already deleted all the accounts on my Galaxy S4, took off the battery for hours, but nothing seems to help.

The funny Thing is that it seems that others users with newer phones (Android) are experiencing the same Problem, but so far no one could find a solution or has an idea of what it could be.

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Rupert Eghardt

Our roaming user is also using a Galaxy S4 phone.
Perhaps a related issue with newer Android phones ...
Alan Hardisty

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Rupert Eghardt

Sorry for the late reply, but they haven't been roaming since the last post.
As asked them to test the S4 VPN connection and OWA while roaming, will post the results.

One of our clients has the exact same issue? Anyone found a solution already?
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Rupert Eghardt

Problem not yet resolve, I believe must be with foreign country network
Rupert Eghardt

Never received feedback from the user re the testing of VPN or OWA from remote location.
He now received a new handset (Samsung Note 3),

Hopefully the new phone will proof to be more stable with ActiveSync.

Do this on the Exchange server.

1. Open the Exchange Management Console.
2. In the console tree, navigate to Organization Configuration > Client Access.
3. In the result pane, click the Exchange ActiveSync Mailbox Policies tab, and then select the policy you want to view or configure.
4. In the action pane, click Properties.
5. Select the Sync Settings tab.
6. Change the value for Allow Direct Push when roaming to Yes.
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