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Team GFI Top posts Bloggers Contact Menu Like what you see? Subscribe to our blog feed and never miss a post. How to troubleshoot Exchange ActiveSync connections Staff Writer on October 24, 2014 (1 votes, average: http://www.gfi.com/blog/how-to-troubleshoot-exchange-activesync-connections/ 5.00 out of 5) 2 comments In this mobile-first world, your end users can’t live without their smartphones. If they cannot get to email from anywhere at any time, deals could fall through and that just can’t happen. Ensuring that Exchange ActiveSync is working properly on both your Exchange infrastructure and your users’ myriad mobile devices is one of the most important things you can do. Usually, EAS works perfectly well, so this is not a activesync error problem for you. But occasionally, things do fail, so knowing what to look at and how to troubleshoot are critical skills. This article should help get you started. Basics Make sure DNS is properly resolving the autdiscover.example.com name, that the user is attempting to use valid credentials that aren’t locked out, and that the certificate on the CAS server has not expired. It is amazing how many times sysadmins let a certificate expire, so don’t microsoft activesync error overlook that! There are actually several things you can check on your CAS, but you can first just check your phone to be sure it still works. True, if you have multiple CAS servers you need to make sure your phone and the affected user’s phone are both being serviced from the same CAS or CAS array. On the server side Ultimately, EAS is provided by your Exchange Client Access Server (CAS) server(s,) so knowing what to look at and where to check on things is key. And since you can reach right out and touch your CAS servers, this is probably the first place to start. Logs Always check the logs to see what they can tell you. Far too many admins make checking logs the last thing they do, rather than the first. Quarantine If you are using EAS Quarantine, check to make sure the device has not been quarantined. It could be that a policy is preventing the user from connecting the device, especially if it is a new one. Devices are allowed (or denied) based on a UUID, not a user’s account or a specific make/model. If they had to get a phone replaced, just because they got the same model doesn’t mean it will automatically be permitted. Policy Also check to be sure the device can support the EAS