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Exchange synchronization problems

  • Hi,

    I have an end-user who is having problems synchronizing Exchange mail on his iPhone and iPad on two occasions now.  First time was on 3/26 at noon and started working again on its own the following day.   It is now happening again on 4/11 at 9:30 a.m.  We are on Office 365 (P1) Plan.  Devices are on iOS 5.1.

    I have tried various steps to no avail.  Please below.

    1.)  Verified account credentials are correct

    2.)  Verified account is 'Unlock'

    3.)  Verified Exchange ActiveSync is Enabled

    4.) On both iPhone/iPad (steps from Apple communities posted on 3/25/2012)

    - Go to settings
    - General
    - Reset
    - Reset Networking Settings
    - Settings
    - General
    - Network
    - Switch the Wi-Fi On
    - Enter your Credentials (check you internet connection by accessing any webpage, i.e.
    - General
    - Setup your Microsoft Exchange account
    - Restart your phone
    - Test sending and receiving

    5.)  Created "Configuration Profile"

    6.) Deleted accounts from iPhone/iPad

    - Logged on to Office 365, reprovisioned end-user's account 

    - Waited 1 hour

    - Recreated Microsoft Exchange account on both devices and received 'unable to verify account information'

    - Logged on to OWA as end-user

    - Checked on settings and received the following error when clicked on refresh icon

    Cannot open mailbox /o=ExchangeLabs/ou=Exchange Administrative Group (FYDIBOHF23SPDLT)/cn=Configuration/cn=Servers/cn=CH1PRD0510MB355/cn=Microsoft System Attendant.

  • Hello Tia,

    So just that I understand this correctly, please confirm that the accounts do work on the devices, but only work intermittently. I will check with our mobile team to see if they may have some more insight into this.

    I look forward to hearing from you.

    Brandon Kempma
     Office 365 Technical Support.