Cannot get Active Sync to Sync with single User Account/Device

Brandon Miller
Brandon Miller used Ask the Experts™
on
I have a single user that cannot get their mobile device to connect to exchange active sync. We have a policy that quarantines all new devices so I can approve them as soon as the user lets me know they have connected the device.

Troubleshooting I have performed:
1. Attempted using another device. No Quarantine notification and unable to sync.
2. Disabled the mailbox and purged from the DB.
3. Re-created the users email account and still unable to sync with devices or get quarantine.
4. Wiped the device and attempted to reconnect still unable to get quarantine.
5. Deleted the account in AD and Exchange.
6. Re-created the account and unable to connect.
7. Created a test account and am able to connect.

Im really at a loss as to why this account will not allow devices to connect to active sync. Its a single account of 2100.
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ArneLovius

Commented:
Could this be an issue on teh mobile device ?

Can you connect the mobile device to a mailbox that you know works with another mobile device ?
Can you connect a mobile device that you know works on a different mailbox to this mailbox ?

These tests should help you narow down where the issue is.
Brandon MillerSystems Administrator

Author

Commented:
I was able to load my account on the device and get the quarantine message.
I wiped the device and deleted the AD account and Purged the user from the database as well and still cannot connect the account to active sync.
ArneLovius

Commented:
if you are able to add a different account, then it is probably not the device.

Which version of Exchange is this ?
Brandon MillerSystems Administrator

Author

Commented:
Its exchange 2013, I gave up on the issue and just completely removed the users object in exchange and ad, then re-created the account with a middle initial and the issue is gone now. But I did test by recreating the account with the same name and the issue came back.
Systems Administrator
Commented:
Its exchange 2013, I gave up on the issue and just completely removed the users object in exchange and ad, then re-created the account with a middle initial and the issue is gone now. But I did test by recreating the account with the same name and the issue came back.

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