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Manage Mobile Device went Missing

Posted on 2013-11-14
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Last Modified: 2013-11-19
My company ran into an issue recently where mobile device management just stopped working out of the blue. One day we were in the Exchange Console and users mobile devices would list under their account and the next it would show that they didn't have anything but their sync was still working. Being the type of company that we are, it was a concern because we weren't able to wipe devices if an employee changed their device or left the company.

After a reboot of the Exchange server; however, the functionality appeared to come back. I've looked through the updates that were installed prior to the reboot / that needed the reboot and it was all related to .NET updates, security updates for remote code execution/IE/USB drivers which shouldn't have affected the Exchange server functionality nor the Mobile Device Management (if I understand correctly how it works).

Can anyone shed some light on the potential reason why it would just randomly stop showing everyones devices (even after trying log off, back on, force MMC process exit, etc. prior to reboot) and then after a reboot everything starts working again. I'm just grasping for a root cause on this one and can't seem to find it.
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Question by:Hadzicki
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by:s3e3
ID: 39647866
Have you tried to run the Exchange Management Console from another computer or server ? Maybe it was not specifically related to exchange services ?
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Hadzicki earned 0 total points
ID: 39647978
I haven't tried that as we only have the EMC installed on the Exchange server.

What i've found is the following from a few different searches around the 'net:
http://mattbell69.wordpress.com/2010/03/25/ms-exchange-2007-does-not-show-some-users-with-manage-mobile-device/

http://social.technet.microsoft.com/Forums/exchange/en-US/18cfbd58-36a0-4649-a4f7-acf7415f716f/manage-mobile-device-missing-in-exchange-management-console?forum=exchangesvrmobilitylegacy

Essentially it looks like EMC loses sync with the CAS / ECP and ADSI. If you remove the phone from the users profile using the ECP and then let the phone resync since you didn't wipe it and it still contains the settings, that fixes the issue you're seeing. If you just remove the profile from the phone, it just hits the same sync profile that isn't displaying properly.

So all in all, the solution is to:

1. Log into your ECP and remove the phone profile from the users account and let the phone resync

2. Reboot the server

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Author Closing Comment

by:Hadzicki
ID: 39658824
Searched around the internet and found a few similar experiences which explained the reason above.
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