HTC support's response to Froyo & Exchange ActiveSync "Sync protocol error"
So after moving from HTC Hero to Desire Z, I started getting "Sync Protocol Error" after the initial sync with Exchange 2010.
Many threads on this site and on many others sites exist about this issue, a lot of them having a workaround in the shape of removing and re-adding the account, but absolutely nothing worked for me. until I ran into this one and gave it a try:
- I can't posts links..."
I implemented this solution successfully and I now have ActiveSync work perfectly on my device. so wanted this thread to stand out from the dozens of threads on many forums so people can find the solution to this very annoying problem easily.
This is the solution from the original poster and all credit goes to him:
"Have your Exchange admin use the Microsoft mobile admin tool to delete the partnership for the device. Once done, the next sync will succeed."
When trying to implement this solution on Exchange 2010, we found that the "Mobile Admin Tool" is already built into the Exchange Management Console, and these are the steps that you need to take in order to remove the partnership on 2010:
1. Open Exchange Management Console
2. Go to Recepient configuration
3. Right click on user and choose "Manage Mobile Phone"
4. At this stage my username had 3 different phones which Exchange identifies according to User Agent. the Desire Z was named HTC Vision.
5. We removed all the phones by choosing "Remove Mobile Phone Partnership" and choosing finish. you have to repeat this step for all phones because the dialog box actually closes without letting you delete all partnerships.
I'm not a big Exchange expert, but if you have a version prior to 2010 running on your Exchange server you might need to use "Microsoft Exchange Server ActiveSync Web Administration Tool":
- I can't post links..."
Anyway doesn't matter which version or tool you are using, removing the partnership is the golden solution.
No problems with syncing after that is done. many thanks to tscalzott from the HTC forums.
Oh cr*p... again this worked for a couple of days and stopped working.
I'm attacking this problem both with HTC email support and phone support.
Email support, after a few useless tips (factory reset etc') sent me the following:
"With regards to your inquiry,
Kindly note that this issue is escalated to a higher level to be investigated and we will be replying to you shortly the moment we get the update."
I have a feeling that I will not hear from them in the upcoming weeks or ever.
With phone support, they actually told me that I need to download the certificate from the OWA site and install it on the phone. they said they will send me instructions via email on the installation part because the support personnel probably had no idea how to do that. I also tried without any luck - I could find some tips on how to install WPA certificates but not the CET certificate that you can download from Exchange OWA.
After first call - didn't receive any email.
Called again asking for them to resend the email - still didn't receive anything.
Just got off the phone from the third call - the support agent made some more checks and said that there was probably a mistake with the first agent I talked to - as there is no need to install a certificate on the phone in order to work with Exchange ActiveSync on the phone.
He did however said, much like the email I got, that this issue is being escalated internally and at some point in time, information about a solution will be posted online at the HTC site.
If any of the many people having this problems are seeing this thread, please go ahead and send your case at h t t p : / / w w w . h t c .com/uk/CS_Mail.aspx or any other country in hopes that they will understand that there's a serious issue going on as they receive more complaints. I tried telling him to try and escalate the fact that although many people are not calling in (simply given up or using touchdown application instead), the escalation point should definitely just google the problem and see how many users are suffering from it. I do however understand that HTC's policy might be to only handle issues that are being reported to them, and not issues that are discussed on the web as they have no control over those users' actions.
Now we wait hoping for the best...
Any progress on this? I have a HD2 with the Desire Z NAND build on it. Love it for everythinggggg except that my exchange account doesnt sync calendar :'(
Hi,
Is there any issue about installing different email applications, so that each handle separately the various email accounts ?
To be more specific, I'd like to install a specific email application to handle a Exchange email account -application like Libre Email, which bypasses the pin lock security enforcement . While I would keep standard email application from android ICS to handle my other email accounts. And of course, target is to avoid that my Infinity gets "pin locked" due to the Exchange account.. Or is there a risk that the standard ICS email client detects another email app has an exchange account and would thus enforce the pin lock ?
NB: if any one knows an app which would restrict the pin lock to only when opening the Exchange email account, without forcing me to enter a pin every time I want to access my tablet, I'd be glad..
ricorico94
You can lock specific applications with Asus app that comes preinstalled with Infinity tablet..i don't know what the name of the app is as i don't have a tablet with me right now, but it is there. App locker or something. Does pretty much what you would like...
But if I lock the usual email app, will I be able to still use it ? I mean that my plan would be to used a specific email app for my exchange account but still use the standard email app for my usual accounts.
I think that is true.
Every app has its own settings, don't see a problem here.
I think you can safely use E-mail app that comes with android for one type of account and TouchDown for exchange account..
At least i think that's a way it works. Both have different settings and accounts of course.
Thanks for the clarification.
I found this topics http://forum.xda-developers.com/showthread.php?t=1117452 in the samsung threads. Could the patch work on my TF700T (9.4.5.22) ? Or are email.apk different on the various devices ?
Yeah you can. That is a simple android feature they have had since day one.
Sent from my HTC Sensation using Tapatalk 2
Hi folks,
The native email app on my Verizon Galaxy S III is setup for POP3 send/receive with my ISP account, just as I've configured on prior phones. When it "syncs" email, anything in my Inbox on the phone literally disappears and new email is downloaded and shown in the Inbox. Sometimes, email sits on the phone for a day then is erased on the next synch.
I've tried turning off synch for this POP3 email under Settings -> Accounts, which seems to keep the Inbox populated longer than an hour or less, but nothing prevents emails from being removed up to a day after being received.
This behavior is unwanted and seems a bug - exact thing happens on our other GS3.
Ideas welcome.
UPDATE: I found a repeatable scenario for this symptom and reported it to Verizon Technical Support. This seems specific to email programs based on the stock ICS code for this phone. I have purchased Kaiten email as a workaround option (it's very good, IMHO - K-9 email is the earlier, still-free version of Kaiten, if you are interested to try).
- ooofest
The included email application also irks me as well; even when I set it to sync ONLY my inbox, it floods me with email from all my other folders, including the junk folder... And to top it off, it syncs waaay more than I tell it too..
Anyways back to your problem, have you tried clearing the email application's data? Perhaps starting fresh with the application might be what you need.
To do that, just to Settings -> Application Manager > Look for 'Email' , press it, and then hit "Clear Data".
When you launch email after that, it will be as if you first opened the application.
Hope that helps..
Thanks, we've tried clearing, deleting/reinstalling the accounts, etc. and no go. I've setup these same POP3 accounts on multiple devices in the past for all sorts of email clients and this is the first to wipe out prior emails before my eyes.
Email should be rather basic and is kind of essential, so a bug like this is odd.
I also don't understand what the Settings -> Accounts -> Email -> Synch checkbox is supposed to do in this case, since the Email app has settings to check for new email every 15 minutes and does so if I uncheck that box in the phone's Settings.
Unfortunately, I haven't found another email client - pay or free - which has a decent interface in comparison to this basic app. It seems stupid to pay for such a basic feature, so I'll phone this in to Verizon as another complaint about the phone (i.e., it won't be the first, unfortunately - I'm hoping this feedback gets to Samsung eventually), but am willing to try other clients just to get a clear, basic interface and solid operation.
- ooofest
Well, if your phone is rooted (it is much easier to do it now in less than five minutes), then you could also replace the stock email application with the aosp email application. It'S the email application that's on pure android. I find it much better than the included app.
yosterwp said:
Well, if your phone is rooted (it is much easier to do it now in less than five minutes), then you could also replace the stock email application with the aosp email application. It'S the email application that's on pure android. I find it much better than the included app.
Click to expand...
Click to collapse
Yeah, I've been avoiding root - even with the new procedure - in case the phone needed to go back in due to any h/w issues, since I had WiFi oddness in the first week (which has since gone away . . . even more odd). Just didn't feel like going through unrooting, etc. if returnable issues continued.
It might be what I need to do, though it can't hurt to give Verizon a call and report this app behavior.
- ooofest
I am having a somewhat similar situation. Using the stock email app on my S3, my inbox seems to be deleting any emails older than 1 week? I do have it set to "Never". Anyone else have this?
ricky babalu said:
I am having a somewhat similar situation. Using the stock email app on my S3, my inbox seems to be deleting any emails older than 1 week? I do have it set to "Never". Anyone else have this?
Click to expand...
Click to collapse
Yes, though this happens within 24 hours for both of our GS3 phones, despite the "Sync" values in Settings for each account.
I am literally seeing the emails disappear before my eyes on refreshes, as they don't even go into Trash. Something seems awfully amiss.
- ooofest
ooofest said:
Yes, though this happens within 24 hours for both of our GS3 phones, despite the "Sync" values in Settings for each account.
I am literally seeing the emails disappear before my eyes on refreshes, as they don't even go into Trash. Something seems awfully amiss.
- ooofest
Click to expand...
Click to collapse
I rely on my emails for business, so this is a huge issue for me.
I am going to give K-9 a try. I might also look into syncing my business account with Gmail using IMAP
yosterwp said:
Well, if your phone is rooted (it is much easier to do it now in less than five minutes), then you could also replace the stock email application with the aosp email application. It'S the email application that's on pure android. I find it much better than the included app.
Click to expand...
Click to collapse
Do you happen to have a link? Thank you
Dudenell said:
Do you happen to have a link? Thank you
Click to expand...
Click to collapse
Here you go: Click here
Don't forget to thank the op of that thread (too )
I decided to root the Galaxy S III (with the quick method), deleted the shipped email and exchange apps, installed the AOSP versions from ICS and . . . emails disappear from the InBox even faster, now. So, there's something odd going on, here.
I found a copy of the Verizon stock image for our phones, researched how to convert and mount the system.img.ext4 file contained therein, pulled out the Samsung SecEmail and Exchange .apk and .odex files, then recopied them into /system/app. Rebooting had my Samsung email working again, bugs and all.
So, now I'm going to unroot and call Verizon Support. Titanium backup had a backup of these apps, but when I uninstalled the apps from the phone . . . it also deleted the backups, apparently. Hm.
Thanks.
- ooofest
Definitely freaky behavior! I don’t have a phone with POP3 in front of me so I may not have the menu wording exact. I found that if you change Amount of Mail to Sync to “1 Month or 100 Emails” (it was the last option in the drop down box) it corrects the deleted email problem.
Hope this helps,
BigK52
I dont know if you want to go through this or not. I was having serious email issues also. stuff deleting, not receiving, not pushing...etc. I was rooted with a newly flashed Rom and thought maybe it was the Rom causing the issues. Everything on the Rom was working perfectly except this. I also use my email for work so it was important that it work correctly. I had just spent several hours setting my phone up but decided to wipe clean again and reflash. In my set up with Bean V5 it asks if I wanted to restore any emails already set up. the first time I pressed yes, this time I bypassed and instlled everything and prcedded manually not using auto. Everythign went through fine and my email and the rest of the software seems to be working just fine. It was a lot of work and wasted time but hopefully it will be worth it if all works well. Just a thought.
BigK52 said:
Definitely freaky behavior! I don’t have a phone with POP3 in front of me so I may not have the menu wording exact. I found that if you change Amount of Mail to Sync to “1 Month or 100 Emails” (it was the last option in the drop down box) it corrects the deleted email problem.
Click to expand...
Click to collapse
Thanks, it was one of the early options I tried here (actually, went with various values), but both phones still delete Inbox emails within 24 hours.
Yes, definitely freaky behavior.
- ooofest
1Android said:
. . . In my set up with Bean V5 it asks if I wanted to restore any emails already set up. the first time I pressed yes, this time I bypassed and instlled everything and prcedded manually not using auto. Everythign went through fine and my email and the rest of the software seems to be working just fine. It was a lot of work and wasted time but hopefully it will be worth it if all works well. Just a thought.
Click to expand...
Click to collapse
When I reinstalled the default Samsung email + Exchange APKs after backing out the AOSP versions, I went through "Manual" configuration this time . . . we'll see if that matters, but it really shouldn't. Thanks for the suggestion.
- ooofest
Ouch, it's still not working? If manually setting the settings doesn't work, perhaps it is an issue with the email service you are using... If there is a web interface for your email service, perhaps you have a setting for deleting a message after a certain amount of time or after you view a message. Perhaps that's the case?
Just a thought, I hope in the end it all works out for you
Sent from my SCH-I535 using xda app-developers app
Yeah, it's rather odd. I tried our Droid Incredible, Incredible 2 and Galaxy Tab (all on Gingerbread) yesterday, with no problems retaining our POP3 emails.
Seems to be a POP3 issue related to the ICS email client. Testing with a Play email replacement today . . .
- ooofest
OK, while on the phone with Verizon Support, I figured out a repeatable problem scenario:
Setup a POP3 account using the default Email app
Pull down emails from your server using POP3. There will be new emails in your phone's local Inbox and you can do anything you like with them (i.e., all functionality is enabled and operates as expected).
At this point, you can sync/refresh the Inbox for your POP3 account as much as you want and the emails you downloaded remain local to the phone.
Delete some or all of the previously downloaded emails from the server. This happens sporadically in our case, because only our PCs delete emails from the mail server at various points in the day, but our phones poll for new emails every 15 minutes.
You can still sync/refresh the Inbox for your POP3 account as much as you want and the emails you downloaded remain local to the phone.
Send a new email to your account, i.e., place a new email on the server.
Refresh your account's Inbox on the phone by either re-opening the closed Email program or hitting the little refresh circle in the upper right corner while viewing the Inbox.
Your new email will be downloaded from the server. And, all emails that were deleted from the server will disappear from your Inbox.
So, the local Inbox disappearances only happen for emails that were deleted from the server, during a synch that brings a new email to the Inbox from that same POP3 server.
I reported this scenario to Verizon Technical Support for submission to Samsung.
There may be other repeatable scenarios which cause local Inbox emails to disappear from the stock Email app, but I am not yet aware of them.
They had another report of the same issue, with only recommended workaround being the installation of a new POP3-supporting Email app (they suggested K-9).
- ooofest
ooofest said:
They had another report of the same issue, with only recommended workaround being the installation of a new POP3-supporting Email app (they suggested K-9).
Click to expand...
Click to collapse
I can tell you K9 won't work, either. It also deletes all your emails that aren't on the server once you sync just as the stock app does, however I didn't try K9 with the stock email app deleted so who knows? I guess I'll give it a try with the stock app deleted and report back.
I'll be following this thread, meanwhile I'll probably re-activate my Thunderbolt or my old BlackBerry because, unfortunately, I cannot live with this bug.
UPDATE: Use Titanium BU to remove email app(s), reboot and install Aqua Mail, it retains emails after they are deleted on the server!
This means TOUGH LUCK, ebay people, my Galaxy S3 is NOT FOR SALE!
xs11e said:
I can tell you K9 won't work, either. It also deletes all your emails that aren't on the server once you sync just as the stock app does, however I didn't try K9 with the stock email app deleted so who knows? I guess I'll give it a try with the stock app deleted and report back.
I'll be following this thread, meanwhile I'll probably re-activate my Thunderbolt or my old BlackBerry because, unfortunately, I cannot live with this bug.
Click to expand...
Click to collapse
I've moved to the purchased Kaiten email app - from the author of K-9 - and it works great. Respects the settings for each account and there have been no unexpected actions. UI is solid, too.
- ooofest
We recently changed email providers and I am trying to update the new server info on my Galaxy Note 2. Not a rooted phone and am using the stock email app with existing email accounts (4 accounts) already setup on the phone. The user names and passwords are not changing, so I am entering only the new incoming and outgoing server info. for each account. After entering the new server info and teh account tries to setup, I get a message "incorrect username or password," which hasn't changed. I think what is happening is the user name in the field is only part of the email addess. The user name field is grayed out so I cannot edit it. All of the other fields can be edited. I contacted Samsung mobile tech support, but they said it is an Android app so they can't do anything. How can I change the user name without deleting the account and adding it again? Thank you.
I think it would have been actually quicker to delete the account & add it as you want it than it was to come & ask this question.
Its very quick to add an account.
Particularly if you let it set up in auto mode.
Why are you so against doing it that way.
Pat. said:
I think it would have been actually quicker to delete the account & add it as you want it than it was to come & ask this question.
Its very quick to add an account.
Particularly if you let it set up in auto mode.
Why are you so against doing it that way.
Click to expand...
Click to collapse
I dislike deleting the accounts, because I will have 4 of them to setup again. Yeah, it's quick to setup an account, but there are a lot of setting features to tweak for each one. I would like to avoid having to tweak everything. I used to use K9 email, which does allow access to edit the username, but the Note 2's username field doesn't which is odd. K9 started to give me polling issues which drained the battery really fst so I had to stop using it. Also, K9 doesn't setup exchange accounts, and I need that for my work email. That's why I am using the stock app. Was hoping someone would know a workaround.
Yes I know what you mean with all the tweaking.
So much easier if you have two phones/devices with all your personal setup so you can reference quickly from one to other.