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User cannot sync Exchange Email with ANdroid phone

Posted on 2014-02-23
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Last Modified: 2014-03-09
Got a problem with 1 particular users mailbox, only happened since Thursday and nothing has been changed as far as is known on either the Exchange server or the android phone.

Basically the user cannot connect to his mailbox using ActiveSync on his phone to download his mail

It tries to connect and then just says Connection error.

Prior to Thursday the phone has worked fine for months syncing and sending mail.

If you delete the account off the phone and re-add it it will work for 4/5 syncs and then just stop connecting again.

The same users mailbox is fine in OWA and also Outlook anywhere on his laptop with no errors connecting.

The event log on the mail server logs the following every time an unsuccessful sync is attempted:

An exception occurred and was handled by Exchange ActiveSync. This may have been caused by an outdated or corrupted Exchange ActiveSync device partnership. This can occur if a user tries to modify the same item from multiple computers. If this is the case, Exchange ActiveSync will re-create the partnership with the device. Items will be updated at the next synchronization. 

URL=/Microsoft-Server-ActiveSync/default.eas?Cmd=Sync&User=domain%5Cuser&DeviceId=androidc34573878&DeviceType=SonyC6903
--- Exception start ---
Exception type: Microsoft.Exchange.Data.Storage.VirusDetectedException
Exception message: The process failed to get the correct properties.
Exception level: 0
Exception stack trace:    at Microsoft.Exchange.Data.Storage.MapiPropertyBag.GetProperties(IList`1 propertyDefinitions)
   at Microsoft.Exchange.Data.Storage.StoreObjectPropertyBag.InternalLoad(ICollection`1 extraProperties)
   at Microsoft.Exchange.Data.Storage.StoreObjectPropertyBag..ctor(StoreSession session, MapiProp mapiProp, ICollection`1 autoloadProperties, Boolean canSaveOrDisposeMapiProp)
   at Microsoft.Exchange.Data.Storage.StoreObjectPropertyBag..ctor(StoreSession session, MapiProp mapiProp, ICollection`1 autoloadProperties)
   at Microsoft.Exchange.Data.Storage.ItemBuilder.CoreItemBind(StoreSession session, StoreId storeId, MapiMessageCreator mapiMessageCreator, ItemBindOption itemBindOption, ICollection`1 propertiesToLoad, StoreObjectType& storeObjectType)
   at Microsoft.Exchange.Data.Storage.ItemBuilder.ItemBind[T](StoreSession session, StoreId storeId, Schema expectedSchema, MapiMessageCreator mapiMessageCreator, ItemBindOption itemBindOption, ICollection`1 propertiesToLoad)
   at Microsoft.Exchange.Data.Storage.ItemBuilder.ItemBind[T](StoreSession session, StoreId id, Schema expectedSchema, ICollection`1 propertiesToLoad)
   at Microsoft.Exchange.Data.Storage.MailboxSyncProvider.BindToItemWithItemClass(StoreObjectId id, ICollection`1 properties)
   at Microsoft.Exchange.Data.Storage.MailboxSyncProvider.GetItem(ISyncItemId id, PropertyDefinition[] specifiedPrefetchProperties)
   at Microsoft.Exchange.Data.Storage.FolderSync.GetItem(ServerManifestEntry serverManifestEntry, PropertyDefinition[] prefetchProperties)
   at Microsoft.Exchange.Data.Storage.SyncOperation.GetItem(PropertyDefinition[] prefetchProperties)
   at Microsoft.Exchange.Data.Storage.QueryBasedSyncFilter.UpdateFilterState(SyncOperation syncOperation)
   at Microsoft.Exchange.Data.Storage.FolderSync.ProcessServerOperationAboveWatermark(ServerManifestEntry serverManifestEntry, Dictionary`2 newServerManifest)
   at Microsoft.Exchange.Data.Storage.FolderSync.EnumerateServerOperations(Int32 windowSize)
   at Microsoft.Exchange.AirSync.SyncCollection.GetServerChanges(UInt32 maxWindowSize, Boolean enumerateAllOperations)
   at Microsoft.Exchange.AirSync.SyncCommand.SyncTheCollection(SyncCollection collection, Boolean createSubscription, Boolean tryNullSync)
   at Microsoft.Exchange.AirSync.SyncCommand.OnExecute()
   at Microsoft.Exchange.AirSync.SyncCommand.ExecuteCommand()
   at Microsoft.Exchange.AirSync.Command.WorkerThread()
Inner exception follows below:
Exception type: Microsoft.Mapi.MapiExceptionVirusDetected
Exception message: MapiExceptionVirusDetected: Unable to get properties on object. (hr=0x80004005, ec=1291)
Diagnostic context:
    Lid: 55847   EMSMDBPOOL.EcPoolSessionDoRpc called [length=645]
    Lid: 43559   EMSMDBPOOL.EcPoolSessionDoRpc returned [ec=0x0][length=601][latency=1]
    Lid: 23226   --- ROP Parse Start ---
    Lid: 27962   ROP: ropOpenMessage [3]
    Lid: 27962   ROP: ropGetPropsSpecific [7]
    Lid: 17082   ROP Error: 0x50B     
    Lid: 26465  
    Lid: 21921   StoreEc: 0x50B     
    Lid: 27962   ROP: ropExtendedError [250]
    Lid: 1494    ---- Remote Context Beg ----
    Lid: 26426   ROP: ropGetPropsSpecific [7]
    Lid: 5257    StoreEc: 0x50B     
    Lid: 1750    ---- Remote Context End ----
    Lid: 26849  
    Lid: 21817   ROP Failure: 0x50B     
    Lid: 20385  
    Lid: 28577   StoreEc: 0x50B     
    Lid: 32001  
    Lid: 29953   StoreEc: 0x50B     
Exception level: 1
Exception stack trace:    at Microsoft.Mapi.MapiExceptionHelper.ThrowIfError(String message, Int32 hresult, SafeExInterfaceHandle iUnknown, Exception innerException)
   at Microsoft.Mapi.MapiProp.GetProps(ICollection`1 propTagsRequested)
   at Microsoft.Exchange.Data.Storage.MapiPropertyBag.GetProperties(IList`1 propertyDefinitions)

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And the following lines put into the IIS log

2014-02-23 12:37:02 192.168.1.3 POST /Microsoft-Server-ActiveSync/default.eas Cmd=Sync&User=domain%5Cuser&DeviceId=androidc34573878&DeviceType=SonyC6903&Log=V141_Fc1_Fid:15_Ty:Em_Filt3_St:S_Sk:23768258_Sst25_BR1_BPR0_LdapC1_RpcC23_RpcL47_Cpo19937_Fet20014_Pk1799846710_S110_Error:StoragePermanentMapiExceptionVirusDetected_As:AllowedG_Mbx:server.domain.co.uk_Throttle0_Budget:(D)Conn%3a1%2cHangingConn%3a0%2cAD%3a%24null%2f%24null%2f0%25%2cCAS%3a%24null%2f%24null%2f1%25%2cAB%3a%24null%2f%24null%2f0%25%2cRPC%3a%24null%2f%24null%2f1%25%2cFC%3a1000%2f0%2cPolicy%3aDefaultThrottlingPolicy%5F671a51ff-65f5-4f12-9062-0ed8112b0ef6%2cNorm%5bResources%3a(Mdb)Mailbox+Database+0667379071(Health%3a-1%25%2cHistLoad%3a0)%2c%5d_ 443 domain\user 94.1.218.104 SonyC6903/4.3-EAS-1.4 200 0 0 20046

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2014-02-23 12:37:14 192.168.1.3 POST /owa/auth.owa - 443 user 94.1.218.104 Mozilla/5.0+(Linux;+Android+4.3;+C6903+Build/14.2.A.0.290)+AppleWebKit/537.36+(KHTML,+like+Gecko)+Chrome/32.0.1700.99+Mobile+Safari/537.36 302 0 0 93

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Nobody else's phones appear to be affected.

Any Exchange guru's make any sense of the error codes above and might no what the issue can be?

Exchange 2010 on a Server 2008 box
Android phone running v4.3

Thanks
0
Comment
Question by:Fulgent
  • 6
  • 4
10 Comments
 
LVL 18

Expert Comment

by:Peter Hutchison
ID: 39880626
Is the user a member of the following admin groups on the server?
Administrators, Enterprise Admins, Domain Admins, Operator Users, Print Operators, Server Operators or Backup Operators?

If so, then the inherited permissions will be turned off and thus blocking ActiveSyncDevice permissions to his user account for the Exchange Servers group. Ticking the inheritance box in the Security tab for his user will allow him to reset up ActiveSync on his phone again. The box only gets left ticked for about an hour.
0
 

Author Comment

by:Fulgent
ID: 39882624
Yep member of domain admins.

Ticked the inheritance box.

Didnt make a difference straight away still could not sync, got a successfull sync late last night.

This morning it was fine, syncing away no problem.

Now back to square 1 - phone stopped synching again.
0
 
LVL 18

Expert Comment

by:Peter Hutchison
ID: 39882650
1. Open properties of the user account in ADUC
2. Click on Security tab
3. Click on Advanced tab
4. Add 'Exchange Servers' to ACL
5. Select for Apply to to 'Descendant msExchActiveSyncDevice objects'.
6. Enable Allow rights for 'Create msExchActiveSyncDevice objects' and 'Delete msExchActiveSyncDevice objects'.
7. Click ok a few times

Try syncing again.
0
 

Author Comment

by:Fulgent
ID: 39882702
Please can you clarify step 5

I only get the "Create msExchActiveSyncDevice objects' and 'Delete msExchActiveSyncDevice objects" permissions options if i choose:


Descendant msExchActiveSyncDevices objects for Option 5 (device"S" - not device)
0
 
LVL 18

Expert Comment

by:Peter Hutchison
ID: 39882758
That should be correct.

In ADUC the permissions names are truncated so I cannot see the full name, hence the possible error at the end of the name.
0
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Author Comment

by:Fulgent
ID: 39883375
Did the above.

Wouldnt sync - so deleted the account from phone and readded.

That collected all mail - did 1 further sync.

Now dead again.

Same error getting logged.

An exception occurred and was handled by Exchange ActiveSync. This may have been caused by an outdated or corrupted Exchange ActiveSync device partnership. This can occur if a user tries to modify the same item from multiple computers. If this is the case, Exchange ActiveSync will re-create the partnership with the device. Items will be updated at the next synchronization. 

URL=/Microsoft-Server-ActiveSync/default.eas?Cmd=Sync&User=domain%5Cuser&DeviceId=androidc34573878&DeviceType=SonyC6903
--- Exception start ---
Exception type: Microsoft.Exchange.Data.Storage.VirusDetectedException
Exception message: The process failed to get the correct properties.
Exception level: 0
Exception stack trace:    at Microsoft.Exchange.Data.Storage.MapiPropertyBag.GetProperties(IList`1 propertyDefinitions)
   at Microsoft.Exchange.Data.Storage.StoreObjectPropertyBag.InternalLoad(ICollection`1 extraProperties)
   at Microsoft.Exchange.Data.Storage.StoreObjectPropertyBag..ctor(StoreSession session, MapiProp mapiProp, ICollection`1 autoloadProperties, Boolean canSaveOrDisposeMapiProp)
   at Microsoft.Exchange.Data.Storage.StoreObjectPropertyBag..ctor(StoreSession session, MapiProp mapiProp, ICollection`1 autoloadProperties)
   at Microsoft.Exchange.Data.Storage.ItemBuilder.CoreItemBind(StoreSession session, StoreId storeId, MapiMessageCreator mapiMessageCreator, ItemBindOption itemBindOption, ICollection`1 propertiesToLoad, StoreObjectType& storeObjectType)
   at Microsoft.Exchange.Data.Storage.ItemBuilder.ItemBind[T](StoreSession session, StoreId storeId, Schema expectedSchema, MapiMessageCreator mapiMessageCreator, ItemBindOption itemBindOption, ICollection`1 propertiesToLoad)
   at Microsoft.Exchange.Data.Storage.ItemBuilder.ItemBind[T](StoreSession session, StoreId id, Schema expectedSchema, ICollection`1 propertiesToLoad)
   at Microsoft.Exchange.Data.Storage.MailboxSyncProvider.BindToItemWithItemClass(StoreObjectId id, ICollection`1 properties)
   at Microsoft.Exchange.Data.Storage.MailboxSyncProvider.GetItem(ISyncItemId id, PropertyDefinition[] specifiedPrefetchProperties)
   at Microsoft.Exchange.Data.Storage.FolderSync.GetItem(ServerManifestEntry serverManifestEntry, PropertyDefinition[] prefetchProperties)
   at Microsoft.Exchange.Data.Storage.SyncOperation.GetItem(PropertyDefinition[] prefetchProperties)
   at Microsoft.Exchange.Data.Storage.QueryBasedSyncFilter.UpdateFilterState(SyncOperation syncOperation)
   at Microsoft.Exchange.Data.Storage.FolderSync.ProcessServerOperationAboveWatermark(ServerManifestEntry serverManifestEntry, Dictionary`2 newServerManifest)
   at Microsoft.Exchange.Data.Storage.FolderSync.EnumerateServerOperations(Int32 windowSize)
   at Microsoft.Exchange.AirSync.SyncCollection.GetServerChanges(UInt32 maxWindowSize, Boolean enumerateAllOperations)
   at Microsoft.Exchange.AirSync.SyncCommand.SyncTheCollection(SyncCollection collection, Boolean createSubscription, Boolean tryNullSync)
   at Microsoft.Exchange.AirSync.SyncCommand.OnExecute()
   at Microsoft.Exchange.AirSync.SyncCommand.ExecuteCommand()
   at Microsoft.Exchange.AirSync.Command.WorkerThread()
Inner exception follows below:
Exception type: Microsoft.Mapi.MapiExceptionVirusDetected
Exception message: MapiExceptionVirusDetected: Unable to get properties on object. (hr=0x80004005, ec=1291)
Diagnostic context:
    Lid: 55847   EMSMDBPOOL.EcPoolSessionDoRpc called [length=645]
    Lid: 43559   EMSMDBPOOL.EcPoolSessionDoRpc returned [ec=0x0][length=601][latency=0]
    Lid: 23226   --- ROP Parse Start ---
    Lid: 27962   ROP: ropOpenMessage [3]
    Lid: 27962   ROP: ropGetPropsSpecific [7]
    Lid: 17082   ROP Error: 0x50B     
    Lid: 26465  
    Lid: 21921   StoreEc: 0x50B     
    Lid: 27962   ROP: ropExtendedError [250]
    Lid: 1494    ---- Remote Context Beg ----
    Lid: 26426   ROP: ropGetPropsSpecific [7]
    Lid: 5257    StoreEc: 0x50B     
    Lid: 1750    ---- Remote Context End ----
    Lid: 26849  
    Lid: 21817   ROP Failure: 0x50B     
    Lid: 20385  
    Lid: 28577   StoreEc: 0x50B     
    Lid: 32001  
    Lid: 29953   StoreEc: 0x50B     
Exception level: 1
Exception stack trace:    at Microsoft.Mapi.MapiExceptionHelper.ThrowIfError(String message, Int32 hresult, SafeExInterfaceHandle iUnknown, Exception innerException)
   at Microsoft.Mapi.MapiProp.GetProps(ICollection`1 propTagsRequested)
   at Microsoft.Exchange.Data.Storage.MapiPropertyBag.GetProperties(IList`1 propertyDefinitions)

Open in new window


I defiantly only have 1 device listed under mobile devices when i log into OWA!!

I deleted the rest the other day as i reached the limit of 10 by accumulating devices over the years.
0
 
LVL 18

Expert Comment

by:Peter Hutchison
ID: 39884982
Change the security properties for 'Exchange Servers' and give it full rights and not just for the msExchActiveSyncDevice permissions.
0
 

Author Comment

by:Fulgent
ID: 39885050
I have just for my user account restored all permissions to Defaults.

This stripped out all Exchange Servers permissions.

I then tried to do a sync on my phone which worked - and auto re-added all the numerous Exchange Servers permissions.

I have then did above and given myself Full Control over the Exchange Servers.

1 successful sync under the belt - ill see how many i get and if it dies again.

Out of curiosity i have 2 other staff that are also members of the Domain Admins group, whose permissions on "Exchange Servers" are identical to mine (ie the defaults) and they have no issue - only difference being they use iThings not Android.

Why is my accounts permissions playing differently all of a sudden?
0
 

Accepted Solution

by:
Fulgent earned 0 total points
ID: 39903632
Ok so to cut a long story short......ESET Mail Security was the culprit.

A rule had been created within ESET to block all Zip file attachments and to delete them at server level.

This rule was causing 2 different ESET Mail Security engines to conflict with each other and causing the ActiveSync issues.

Changed the rule to move all incoming Zip files to the System Quarantine folder instead of deleting them as per ESET Techs advice and this fixed ActiveSync!
0
 

Author Closing Comment

by:Fulgent
ID: 39915646
Solution was given by ESET Anti Virus Technical Support Team
0

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