Outlook app for iPad stops syncing with Exchange

Glenn Stowers 1 Reputation point
2020-07-29T20:09:01.683+00:00

We have an Exchange 2010 server and several iPad Pros with the Outlook App installed. Originally all five users were able to download email and sync their calendars. Then one and now a second user could no longer sync their email. We have uninstalled and reinstalled the app in both cases. We have reset and then later removed the accounts and added them back in. Lastly we setup one of the problem accounts on another iPad that worked for another user. Now that account fails to sync on a previously working iPad.

Exchange Server Management
Exchange Server Management
Exchange Server: A family of Microsoft client/server messaging and collaboration software.Management: The act or process of organizing, handling, directing or controlling something.
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  1. Andy David - MVP 141.1K Reputation points MVP
    2020-07-29T20:26:51.89+00:00

    two things to look at:

    Get-MobileDeviceStatistics -Mailbox <User> and see what these show. There may be multiple entries. Be sure to find the correct one

    DeviceAccessState :
    DeviceAccessStateReason :
    DeviceAccessControlRule :
    DevicePolicyApplied

    Also Check:
    https://learn.microsoft.com/en-us/exchange/troubleshoot/active-sync/issues-for-mobile-devices

    Even though the Outlook App is not using "ActiveSync", give it a try and see if the reveal anything.

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  2. Lydia Zhou - MSFT 2,371 Reputation points Microsoft Employee
    2020-07-30T09:06:04.237+00:00

    What's the detailed version of your Exchange 2010? You can check with the following command: 

    Get-Command ExSetup | ForEach {$_.FileVersionInfo}

    Do users get any message or alert before this issue occur? Can users send and receive emails from iPad?
    For your description, we can know that emails and calendars syncing works at first, then stop working lately. This issue can be reproduced when you re-install Outlook app and re-add the account for the same iPad. Am I right? Please let me know if I misunderstood.

    Please make sure you are using the latest version of Outlook for iOS 4.47.0. After you remove the account from iPad, go to ECP > Mailboxes > Phone & Voice Features > Edit Exchange ActiveSync > Mobile Device. Wipe and delete the device listed in the Mobile Device list. Then re-add the account to iPad.

    Go to ECP > Phone & Voice page, check Exchange ActiveSync Access Settings and Device Access rules. Make sure the device is not blocked or gets quarantined. For your reference: Understanding Mobile Device Management.