asked on iPhones randomly fail "cannot get mail" on ActiveSync with Exchange 2010 SP3
I have a problem I have been banging my head against the wall on for several weeks. We have an issue where users randomly, and sometimes frequently get "cannot get mail" on their iPhones. The mail passes through two TMG servers with NLB in our DMZ, then we have two CAS\HUB servers in a NLB CAS Array, followed by two mailbox servers. I can find no error or limit messages in Exchange. I have been looking at all kinds of post and link from Google searches, but none of those seem to produce any results. So, posting things you find doing that is likely not going to be any help.
I am hoping someone knows something about ActiveSync logs. I did take a capture of a user's ActiveSync log and noticed a the time they said it happened there is a "response was pending" message. I am not sure what this means, but thought there may be someone on here who could shed some light. Most of the iPhones are running 8.3, 8.3, or 9. It seems to happen to users on Wi-Fi or the carrier's network. It also tends to happen to some people more than others.
Log Entry: 57
-----------------
RequestTime :
09/30/2015 11:05:11
ServerName :
ExCASserver
AssemblyVersion :
14.03.0227.000
Identifier :
17E5E0A5
RequestHeader :
POST /Microsoft-Server-ActiveSy
Connection: Keep-Alive
Content-Length: 0
Accept: */*
Accept-Encoding: gzip
Accept-Language: en-us
Authorization: ********
Host: webmail.domainname.com
User-Agent: Apple-iPhone8C1/1301.405
Reverse-Via: TMGServer
MS-ASProtocolVersion: 14.1
X-MS-PolicyKey: 2844865995
RequestBody :
WasPending :
[Response was pending]
ResponseHeader :
HTTP/1.1 200 OK
MS-Server-ActiveSync: 14.3
ResponseBody :
<?xml version="1.0" encoding="utf-8" ?>
<Ping xmlns="Ping:">
<Status>2</Status>
<Folders>
<Folder>39</Folder>
<Folder>25</Folder>
</Folders>
</Ping>
I am hoping someone knows something about ActiveSync logs. I did take a capture of a user's ActiveSync log and noticed a the time they said it happened there is a "response was pending" message. I am not sure what this means, but thought there may be someone on here who could shed some light. Most of the iPhones are running 8.3, 8.3, or 9. It seems to happen to users on Wi-Fi or the carrier's network. It also tends to happen to some people more than others.
Log Entry: 57
-----------------
RequestTime :
09/30/2015 11:05:11
ServerName :
ExCASserver
AssemblyVersion :
14.03.0227.000
Identifier :
17E5E0A5
RequestHeader :
POST /Microsoft-Server-ActiveSy
Connection: Keep-Alive
Content-Length: 0
Accept: */*
Accept-Encoding: gzip
Accept-Language: en-us
Authorization: ********
Host: webmail.domainname.com
User-Agent: Apple-iPhone8C1/1301.405
Reverse-Via: TMGServer
MS-ASProtocolVersion: 14.1
X-MS-PolicyKey: 2844865995
RequestBody :
WasPending :
[Response was pending]
ResponseHeader :
HTTP/1.1 200 OK
MS-Server-ActiveSync: 14.3
ResponseBody :
<?xml version="1.0" encoding="utf-8" ?>
<Ping xmlns="Ping:">
<Status>2</Status>
<Folders>
<Folder>39</Folder>
<Folder>25</Folder>
</Folders>
</Ping>
iPhoneEmail ServersEmail Protocols
Last Comment
Rodney Barnhardt
ASKER
I can try the multiple devices on some users and delete the unneeded ones. We allow the default of 10. The problem happens to all users periodically. I have even seen it on my own phone, so I know that ActiveSync not being enabled would not be the problem.
ASKER
Have you seen where remnants of old devices caused connection issues? If so, do you know why it happens?
This is the best money I have ever spent. I cannot not tell you how many times these folks have saved my bacon. I learn so much from the contributors.
rwheeler23
Have you seen where remnants of old devices caused connection issues? If so, do you know why it happens?Well, I think its either a bug or an intended requirement of Exchange server obligating its manager to perform cleanings of old devices. Either way, this has been a constant brain teaser for all iPhone/Exchange users from contacts to calendars to email. I can imagine its a pain to sort out, but the suggestions I provided appear to be most common responses in EE and on Apple's support site.
ASKER
Removing the old devices did not work. I removed those for the IT staff this morning and it still consistently happened. It has been less frequent this afternoon.
Not that its always the reason, but do you think because each phone is on a different version of iOS? For example, if ones that are on 8.3 are having more/less issues than the ones on 9?
Get an unlimited membership to EE for less than $4 a week.
Unlimited question asking, solutions, articles and more.
ASKER
Not that I can tell. I am on IOS 9 and did not have the problem at all yesterday, but it was fairly frequent this morning. Others who are one other versions were also seeing the problem. We are also looking at the Internet circuit. Our mobile device wi-fi is on a totally separate network and Internet from our internal systems. We are wondering if it is getting congested since several of us were seeing the issue at the same time this morning.
Can the traffic be alleviated any more? It sounds like you have that settled; maybe traffic was overcompensated before and is having trouble connecting to the rest of the networks?
ASKER
We are looking at the load. We also run through both TMG and Radware load balancers (external vs internal). I was thinking someone may have seen the log I posted and knew of some configuration problem or exactly what the "was pending" meant.
All of life is about relationships, and EE has made a viirtual community a real community. It lifts everyone's boat
William Peck
We are looking at the load. We also run through both TMG and Radware load balancers (external vs internal). I was thinking someone may have seen the log I posted and knew of some configuration problem or exactly what the "was pending" meant.I recommend Request Attention for this. That is over my head heh. :)
ASKER
I have found at least a contributing factor to the problem. I will update once I have confirmed the solution. I am still not sure this is the full problem. The Internet connection may still also be an issue.
ASKER CERTIFIED SOLUTION
Log in or sign up to see answer
Become an EE member today7-DAY FREE TRIAL
Members can start a 7-Day Free trial then enjoy unlimited access to the platform
or
Learn why we charge membership fees
We get it - no one likes a content blocker. Take one extra minute and find out why we block content.
Not exactly the question you had in mind?
Sign up for an EE membership and get your own personalized solution. With an EE membership, you can ask unlimited troubleshooting, research, or opinion questions.
ask a question
Great job, I hope this holds up for you. Very informative too.
Get an unlimited membership to EE for less than $4 a week.
Unlimited question asking, solutions, articles and more.
ASKER
I determined the problem to be a flood setting on our TMG server. I have attached a description of the cause and resolution of the problem.
1.
If you have used the same credentials on another phone prior to the iPhone, they are probably still cached in the Exchange server, and the default number of devices allowed by Exchange Server is 10, some organizations make that fewer.If you have access to the Exchange/Outlook Web Access: log in and go to Options > See All Options > Phone.
You should see a list of devices that have been setup with that email account, delete any unneeded ones.
2.
Also, if active sync is not enabled connection will not also establish from phone to server. Try to remove the account from the device and then restart and reconfigure the account.You can open up the EMC (Exchange Management Console).
Go to Recipient Configuration > Mailbox
Right-click the Mailbox for the user and select properties
Click on Mailbox Features Tab
Should be able to see everything that is enabled for the user (POP, MAPI, Archive, OWA, ActiveSync)
Source
Let us know if that works or not. :)