Outlook App vs Website Sync

Question

Outlook App vs Website Sync

Jemin Prajapati 16

Hello Team,

I logged into the Outlook App and Owa with the same account. In the Owa and Outlook Desktop application, it shows the emails I have received so far (it's synced with Google) while my Outlook App says that I haven't received anything on any android phone— I have checked everything like cache clear, uninstall the application and re-installed, mobile data and broadband connectivity as well phone reset. also, remove the relationship from ecp panel but still have no luck.

Does anyone have an idea please help me.

Thank you.

Regards,
Jemin Prajapati

Joyce Shen - MSFT 16,701 Reputation points

2022-04-26T02:50:38.89+00:00

Hi @Jemin Prajapati

Are your using Exchange online or on-prem server(and what's your server version)?

Have you verified if the original app of android (like Mail app) can sync emails properly?

Because Outlook App needs to connect to a Microsoft server (in the United States or Europe, depending on the client's region) for authentication. So if there are restrictions on the firewall or other intermediary devices, such as adding the US address range or some other addresses to the blacklist, it is impossible to connect to the Microsoft server (Azure), then some problems will appear. We need to open the relevant IP address to solve this issue.

You could firstly check the Office 365 URLs and IP address ranges and Other endpoints not included in the Office 365 IP Address and URL Web service
Detailed information can be found here Outlook for iOS and Android

Or another link here discussed about: Troubleshoot ActiveSync with Exchange Server

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Joyce Shen - MSFT 16,701 Reputation points

2022-04-26T02:50:38.89+00:00

Hi @Jemin Prajapati

Are your using Exchange online or on-prem server(and what's your server version)?

Have you verified if the original app of android (like Mail app) can sync emails properly?

Because Outlook App needs to connect to a Microsoft server (in the United States or Europe, depending on the client's region) for authentication. So if there are restrictions on the firewall or other intermediary devices, such as adding the US address range or some other addresses to the blacklist, it is impossible to connect to the Microsoft server (Azure), then some problems will appear. We need to open the relevant IP address to solve this issue.

You could firstly check the Office 365 URLs and IP address ranges and Other endpoints not included in the Office 365 IP Address and URL Web service
Detailed information can be found here Outlook for iOS and Android

Or another link here discussed about: Troubleshoot ActiveSync with Exchange Server

Answer 1

Jemin Prajapati 16

Hello Joy,

Thank you for sharing the complete information.

We are uing on-premises exchange server 2016 CU19 and disabled windows firewall as well.Having issue is only mobile apps rest of other applications and desktop application working fine.

We found event 1040 "MSExchange ActiveSync" "The average of the most recent heartbeat intervals [540] for request [Ping] used by clients is less than or equal to [540].
Make sure that your firewall configuration is set to work correctly with Exchange ActiveSync and direct push technology. Specifically, make sure that your firewall is configured so that requests to Exchange ActiveSync do not expire before they have the opportunity to be processed." in the exchane server.

Can you pleae help me is there any impact for puch technologies.

Regards,
Jemin Prajapati

Joyce Shen - MSFT 16,701 Reputation points

2022-04-28T05:56:42.81+00:00

Hi,

According to this error message, this warning is not an issue on Exchange Servers. This is a mismatch value configured on the Network Load Balancer which serves the Client is not configured correctly.

The best practice is to increase the firewall Time Out Values for HTTP requests to Exchange Servers Active Sync Virtual Directory to give a better experience to the users. The time-out value on the firewall can be equal to or greater than the values specified on the Exchange servers.

Details: Event Id 1040 on Exchange Servers
Joyce Shen - MSFT 16,701 Reputation points

2022-05-03T06:02:11.477+00:00

Hi,

Is there any progress about this issue so far?

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Outlook App vs Website Sync

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