Setting up email on a phone.

it_medcomp
it_medcomp used Ask the Experts™
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I have a user that is set up on an Exchange 2013 and have been using Outlook 2016 for a couple of years.
Many people have email on their phone. I decided to set this user up to receive email on his phone.
I set up email on multiple phones without an issue. This one account is unable to get email on his phone.
I know I’m using the correct id and password. The server is the same for all other users and they can all connect.
Each time we get an error that the server does not connect.
We have attempted to set email on not just one phone but three different phones (Two Iphones and one Samsung). The phones have been on the corporate Wi-Fi and off using their own data plan.

We have confirmed that Active Sync is enabled. We have copied his AD account and then attempted to set up email on a phone with this copied account. It also failed. I then removed all Member of Entries under his AD Profile and it still failed.
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Paul MacDonaldDirector, Information Systems

Commented:
Active Directory only permits a certain number of ActiveSync devices per user account.  Is it possible this user has met/exceeded that limit?

Author

Commented:
This person has 0 devices on his account.
Paul MacDonaldDirector, Information Systems

Commented:
Can you see traffic from this device hitting the ActiveSync portal on your Exchange server?

Does this phone connect over WiFi?  Cellular?  Is this phone on a different cellular provider than others?
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I once had an issue very similar to this, and it turned out that one of the credentials (I can't recall if it was the username or password) had a leading or trailing space, so that it looked OK but was actually wrong.
Lee W, MVPTechnology and Business Process Advisor
Most Valuable Expert 2013

Commented:
It's really hard to GUESS what's wrong without seeing screenshots or knowing your domain.  Did you setup autodiscover?  Are you using the wrong user name and/or password?  Did you specify the domain name (properly?)  Have you defined UPNs for other users and not this user and that's what you're trying to login?

Have you tested with the Microsoft tool?  https://testconnectivity.microsoft.com/

Author

Commented:
We used Exchange Management Shell with a known good id and we were unable to find any settings that were different.
The phones we used, 2 of them were iphones and the other a Samsung. We used both our 3g network and the company wireless. All the phones are all on ATT Network.
 I have set up multiple people with email on their phones and never had an issue until this user. I used the correct ID and password. The strange thing is when we copied the ID in AD then the copied id had the same issue. We are not using autodiscovery.
Robert RComputer Service Technician

Commented:
do you type the domain name before the user name ie domain name\username...   to get to your exchange server?

Author

Commented:
The screen to enter my email and password comes up first. The second page is where I enter Mail Server, domain\username and then password.

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