Since my phone was updated to 2.3.5/3.0 push using the HTC email client syncing to an Exchange server (2010) is not work properly.
Push email is received to the device without problem and email read and deleted on device is properly reflected on the Exchange server.
However, email directly modified/deleted on the Exchange server is not always deleted from the device (the problem is intermittent), even after forcing a manual sync.
All aspects of push email worked properly before the 2.3.5/3.0 update.
(When the phone is set to manual synchronisation everything works without problem but of course that defeats the purpose of having push).
Any suggestions would be gratefully received.
PS: Since the update, I also have the "no power menu" problem. This may or may not be related.
I have the same issue, 1) power down setting not available. 2) Exchange server is asking for a password change, I have changed it and then try and sync it keeps asking for a password change again and again.
I have the same issue, 1) power down setting not available. 2) Exchange server is asking for a password change, I have changed it and then try and sync it keeps asking for a password change again and again.
This is NOT the same issue -- read the origianl post.
I have the same issue, 1) power down setting not available. 2) Exchange server is asking for a password change, I have changed it and then try and sync it keeps asking for a password change again and again.
This is NOT the same issue -- read the original post.
You gotta restore to factory settings and reload your stuff back on, the software will then be clean and bug free.
Quote:
Originally Posted by JohnWP
This is NOT the same issue -- read the origianl post.
Grumpy,
But have you tried at least to clear the data and cache of the mail app? That should reset the app, but the only other way I can think of is to factory reset, but even then who knows if it will help.
But have you tried at least to clear the data and cache of the mail app? That should reset the app, but the only other way I can think of is to factory reset, but even then who knows if it will help.
Imprecision and sloppiness wastes everybody's time. If you believe that an aversion to wasting time is grumpy then pity you. And, yes I have tried your suggestion and no, it does not solve the problem.
I have the same problem as described by JohnWP, damn annoying. Also I experience "failed syncs" all the time, then sometimes it works, but most of the time i fails.
I did a FULL restart after det update from HTC, and it hasn't helped...
I am too experiencing all the issues pointed out in this thread. The phone was working perfectly before the update. Typical solutions (factory reset, clear cache, bla bla bla) don't work. Anyone has any further ideas?
Right, on the chat with HTC support, and it seems that there is a blockage in what regards HTC assuming issues on their FW. It appears that they believe that everything can be sorted with a reset or sending the device to repair to be re-flashed. So, to sum it up, after the OTA update, these are the new "features":
- Broken ActiveSync support
It either fails to sync with conflicts, or goes into an eternal sync loop that forces you to reboot the phone
- Missing power menu
This seems to happen when you set a password for the credential storage. Don't know what the relation is, but removing that password restores the power menu (until it goes bad again later on)
- Sluggish interface
Why, oh why, did they put all this stupid and sluggish 3D animations and gave us no way to disable them!?
- Instability
I noticed as well 2 random reboots so far... Before the update, I did managed to get an update of almost 3 months.
HTC, can you fix this please?
PS: YES, I DID THE RESET, AND YES, I'VE SENT THE PHONE TO REPAIR ALREADY.
I also downloaded the Android update on Sunday (18/12) Ever since then I have serious problems with my emails. I use Exchange and POP for my hotmail email.
I use Exchange mainly for my appointments with clients and it works perfectly fine.
My main problem is reading emails. I cannot read any emails, whether Exchange or hotmail. The only way I can access them is to access them from the widget and reply. Only then can I read the email.
I called HTC about it on Monday. The response was polite but disappointing. I was taken down the usual route of force close, switch the phone off and on, take out the sim, factory reset (I have actually performed a factory reset seven times) nothing works. To make things worse I cannot roll back to the previous version. The second time I called HTC they wanted me to send the phone back so they can fix it. I refused this as there is nothing wrong with my phone. Everything else works perfectly fine. I just can't read emails in the usual way. I'm going to try and find out if Android themselves have a fix. If I find anything I will let you all know.
Similar problem with push Outlook email. Ever since this update emails deleted/moved via Outlook on a PC do not reliably disappear from my phone's Outlook inbox. Some do though. Also, a manual sync seems to fix a few of these emails, but even after that, some `ghost' deleted emails remain.
It's utterly ridiculous that this isn't fixed yet... this is a crucial part of the phone's functionality, surely? Has it even been acknowledged yet by HTC?
I have the same problem and have tried HTC support. They requested me to configure my account with another Outlook Exchange 2010 32 bits! I don't have another account so couldn't do it. Since update to 2.3.5 my Exchange account hasn't changed so I don't understand why they don't accept to recognize that the problem is comming from the update
I have exactly the problem reported at the start of this thread (JohnWP): Mail read on the server is not always shown as read on the Desire. Mail moved to a folder on the server is copied to the folder on the Desire but it sometimes remains in the Desire inbox as well.
I've removed the account from the Desire, I've done manufacturer resets, I've updated to Exchange 2010 server (was 2007). Non of this has fixed the issue.
Some others who have posed here have different problems (danfranmusic, KarenN185). I have the latest updates and do not have any of those other problems.
HTC needs to sort this out, this problem was not there prior to the latest update, it makes Android a very annoying platform for those of us who rely on Exchange based email.
Thank you to all who have replied to my initial question.
It is in one sense gratifying to learn that I am not the only one with this problem.
However, the fact that this is a widespread problem makes HTC's lack of acknowledgement or effective response all the more alarming.
It seems to me that the only way forward is for those affected is to bombard HTC's Tech Support with requests, refuse to be fobbed off with stock evasions such as "do a hard reset", "it's one of the other apps" and "it must be a server side software problem" and then insist that the problem be escalated to the supervisor (and then to their supervisor etc.).
It is completely unacceptable that HTC should release software that is in this (and many other) respects, broken, then pretend they are unaware of the problem and then seek to evade responsibility for fixing it.
I shall certainty never buy another HTC device and I would strongly advise no one else to either.
Last edited by JohnWP; January 3rd, 2012 at 11:57 AM.
PUSH doesn't seem to push as frequently as before - sometimes I have to go into the app to get it to pull the latest. Also, when deleting/moving mail on Outlook, doesn't update the inbox on the phone - that is the major drag. I have the phone set to only download last 3 days but even after re-syncing old emails still appear in the inbox.
same problem here, after 2.3.5 update the default Mail app won't push mails as supposed to.
i try the hard reset+format card....nothing
i think is a problem with the Maill app since i configured the Gmail app with the same settings ( gmail exchange ) and works fine, it pushed well.
I reported the issue to HTC over the phone on Monday and explained that I had cleared data, cache, settings, etc, deleted the account and then a few days later the client mail count sync started failing again.
The guy John Homer was as helpful as he could be. He said they would need a test account so they could replicate the issue and get it logged and investigated as a bug.
I'm unlikely to get a test account provided by my Exchange Admin at work which they can use.
If anyone else can provide a test account, then please let me know here. The details should be emailed via the contact email link on the HTC website for the attention of John Homer.
Hi guys, long time reader first time poster. Just wanted to say love everyone work on these forums. You don't understand how many times I've referred to you guys for help.
I too was experiencing the problem discussed (re emails not syncing) this is what i did and it seems to have fixed the problem with regards to my email syncing. Steps taken (please read all steps before executing):
1. Delete all Microsoft email exchange accounts within the email app. I had a few so had to delete one at a time. Make sure you write down your email settings somewhere (server details, Domain, password etc if you dont know these off by heart) as you will be required to re-enter these later on.
2. Disable "fast boot" found under the power settings
3. Go to applications -> all apps -> Mail -> Clear Data
4. Shut down phone.
5. Go to mail app and reinstall all email accounts
6. Select push on mail setup
7. Finish Setup (phone should start to pull all your emails)
I wish everyone luck. This worked for me and I have been testing it for the last few hours and its been working as before.
Have tried this for about 3.5 days now. 98% of emails seem to sync fine in both directions. With the 2% not working correctly, however this only affecting items I have read on my computer that do not update on the phone. Are you guys guys getting similar numbers/stats to those ive mentioned? HTC should have tested this core functionality before releasing an update.
98% of emails seem to sync fine in both directions. With the 2% not working correctly, however this only affecting items I have read on my computer that do not update on the phone.
For the first day, 100% sync success in both directions, then overnight or the following day, it goes back to useless, where pretty much all changes made on the PC don't push to the phone.
I had the same problem and after a tip from our technicians the issue is now gone for a week. They told me to do the following steps:
1. delete the exchange account on my phone, then;
2. delete the phone from exchange through Outlook Web Access (OWA) (Options>Mobile) and then;
3. recreate the exchange account on the phone.
Appearantly something went wrong in the relationship between the phone and the Exchange server side.
I guess that if you don't have access to OWA in step 2, you should call your service desk so they can do this for you.
As folks continue to post on this thread it shows that HTC has a problem that affects many of us.
Relating to the the latest few suggestions, I tried all of that including jester6581's advice to delete the account on the server as well and while things sometimes seem ok for a short while, it always went back to not syncing properly.
I'm now using Touchdown for email and contacts but still the built in exchange sync for calendar and contacts. I don't like the calendar that's part of Touchdown which is why I still use the HTC built in sync for that so I can use a calendar app. I can confirm that Touchdown does what it says on the tin, unlike the HTC Exchange client.
Touchdown cost £12.88 (UK) but it's much cheaper than junking the Desire S and buying an iphone. A side benefit is that I now have Exchange tasks and notes within Touchdown.
I have resolved never to buy another HTC product. Lots of software is released with insufficient testing, what winds me up most is HTC's denials and inaction, months later.
1. delete the exchange account on my phone, then;
2. delete the phone from exchange through Outlook Web Access (OWA) (Options>Mobile) and then;
3. recreate the exchange account on the phone.
This didn't work for me. The problem was back for me in about 30 mins or so after doing this...
I had the same problem and after a tip from our technicians the issue is now gone for a week. They told me to do the following steps:
1. delete the exchange account on my phone, then;
2. delete the phone from exchange through Outlook Web Access (OWA) (Options>Mobile) and then;
3. recreate the exchange account on the phone.
Appearantly something went wrong in the relationship between the phone and the Exchange server side.
I guess that if you don't have access to OWA in step 2, you should call your service desk so they can do this for you.
Hope this helps.
Sander
It seems I was to quick with the above message... A few hours after posting it, two items on my phone remained in the inbox, while they were already removed from my desktop mailbox (outlook). And now there are even more messages on my phne which are removed from outlook.
Sorry...
It's sad how dependent we become on technology but I rely on my Desire S for pretty much everything - both my personal (Google) and my professional (Exchange) contacts, calendar entries and emails sync onto the phone so it is pretty much a one-stop life device for me.
Unfortunately, like everyone here the upgrade to Sense 3.0 screwed up the Exchange ActiveSync side in a variety of ways - the most annoying of which is syncing any changes to mail not made on the phone itself. The changes don't push. There are other problems too where sync of other kinds (typically calendar events) don't sync and get locked into a continuous loop of endlessly syncing which, if not spotted early, can chew through your entire battery in just a few hours. That is fixable though (as long as you notice) but the non-syncing of email renders email almost unusable on the phone.
Like others I've been through the whole ping pong with HTC support who flatly denied my suggestion that it was a bug they'd introduced with Sense 3.0 because they said other people would be reporting the same problem if that was the case and no-one was. Tried the whole wiping the account, tried with other accounts (same server) and so on but nothing made any difference and HTC eventually stopped responding to me when I pointed out all the Apple, HP, Asus, Samsung devices we have that don't have this problem.
Our company mobile provider (who are probably reading this now as I've sent them the link - hello Maxine) have been excellent and replaced my original Desire S with another one which came with Sense 3.0 from new (the previous one was upgraded from 2.x) but the same problem exists. In fact it's worse as the other one could be periodically fooled into doing a full inbox refresh that corrected any mistakes but the same tricks don't work on this one. Perhaps that's the difference between an upgraded phone and one that came with Sense 3.0 from new?
Pity really - it should be such a good device if it only worked as designed. Interestingly though, our mobile provider, since I raised the issue, have been trying to recreate the problem with Sense 3.0 handsets on their own Exchange server and can't find a problem which made me wonder whether it was to do with specific builds of Exchange?
Okay, found some new info this evening. I don't know if this is of help to anybody but it's always worth collecting info.
As we know, any changes made to messages in Outlook are not pushed to the handset and manual refreshes etc make no difference. In my case, at least, the same does NOT happen with contacts and calendar entries which always sync properly, only email.
Now as well as using my Outlook client on my work computer I also connect to my work email using my home computer. However at home I connect using IMAP. What I discovered this evening is that any changes I make on the server using my IMAP connection ALWAYS sync to the handset. So whatever is behind this problem it is something to do with the Exchange connection between the the Outlook client and the server - changes made using an IMAP connection are recognised by the handset.
In fact, on the back of this I was able to clear up my inbox on the handset. I simply moved ALL my messages out to another folder and forced a re-sync on the handset. Any messages still showing were therefore errors, I deleted the lot of them, and then moved all the messages back again (via IMAP).
So there is obviously something specific in the way the client and server communicate using Exchange protocols that the handset doesn't understand as the same problem does not exist when changes to the messages are made using an IMAP protocol. This might be a good time to compile a list of the server / client build versions to see if there is a pattern. I'll go first:
Server: Exchange 2010 (sorry, exact build unknown at this time but I'll check tomorrow) Client: Microsoft Outlook 2010, locally installed but licensed via Office 365 (Office Professional Plus to be exact).
As an aside, I've tried installing the Touchdown app suggested earlier and find it a thoroughly good app which has no problems syncing changes made in Outlook through the Exchange protocol. However I can't figure out how it works - is it using ActiveSync or is it installing its own version of ActiveSync and using that instead? Pushed mail comes up with separate notifications which are sometimes faster, sometimes slower than the generic install. It only deals strictly with Exchange which, on the one hand is useful because it means I can look at my work contacts and calendars without the clutter of my personal stuff but on the other hand lacks the advantage of the integrated view which I rely on heavily to ensure I don't book personal stuff which conflicts with professional stuff and vice versa. I therefore will have to continue to have the generic account configured to sync (though I can turn off the specific sync on email to ensure I don't get two notifications every time I get an email). I'm also concerned that if there are two systems running in parallel essentially doing the same job that resources and battery life will take a hit as a result....
I am having the exact same problem as described by JohnWP in the first post.
That is, mail sync does not work properly after the Android 2.3.5/Sense 3.0 update. When reading, deleting, moving e-mails on my Outlook desktop client, they remain unchanged on my mobile device.
My phone is a HTC Desire HD. Using the HTC stock mail app/widget, and intend to do so. I have done a factory reset and tried all other "solutions" in this thread without any success.
I have contacted HTC about the problem and waiting for a response.
She said they are aware of the problem and are working on a fix in form of an update. The update will be released OTA when it is available. Of course, the response to my question "When?" was "As soon as possible" without any more specific details.
I would guess anything between 1-4 months if you'd ask me.
Tell you what, this might not be a problem limited to syncing with Exchange. I've noticed recently that emails don't seem to be getting pushed through and I'm using just Hotmail with the standard HTC Mail app...
Thought it might have been the fault of Juice Defender, but having switched that off seems the app still needs a prod to remind it that it's supposed to check for new email every 15 minutes during the day.
Only workaround (hardly a workaround) I've found is to disable push completely! If I set no syncs except "sync on open" the email sync, at least, works/seems relaible. Of course the usage model is pull then :-P
After reading the thread i tried to combine two solutions as mentioned earlier above. Things are working out for me right now (as in the last half hour
Took the following steps:
1. Remove all exchange accounts from the phone
2. Disable "fast boot" found under the power settings
3. Go to applications -> all apps -> Mail -> Clear Data
4. Shut down phone.
5. Go to outlook web access, select options -> mobile -> tab mobile phones and REMOVE ( the X-icon) the phone which is yours.
6. reboot your phone
7. configure your exchange account, just like before
8. configure your push mail like you were used to.
hope this helps, i have tested it by deleting a mail in my outlook and then synching my phone, and the other way around.
good luck
Last edited by TommyG995; February 12th, 2012 at 06:26 AM.
1. Remove all exchange accounts from the phone
2. Disable "fast boot" found under the power settings
3. Go to applications -> all apps -> Mail -> Clear Data
4. Shut down phone.
5. Go to outlook web access, select options -> mobile -> tab mobile phones and REMOVE ( the X-icon) the phone which is yours.
6. reboot your phone
7. configure your exchange account, just like before
8. configure your push mail like you were used to.
I tried this combination a few weeks ago and got the usual 'works for a while then goes back to not syncing properly' so I suspect you'll see issues again within 24-48 hours...
I'm slightly surprised by the recent posts on this thread. Let me bullet point what we've found:
Surely we've established by now that deleting the accounts, wiping the phone etc makes it work for a few hours at best and then the problem comes back.
We've also established that the problem seems to be with the HTC mail client and not with ActiveSync since third party mail apps do not suffer the same issue.
Furthermore I have even demonstrated that the problem seems to occur only when using an Exchange connection between Outlook and the server and not when using an IMAP connection between Outlook and server.
I have even suggested that we pool information about the Outlook and Exchange versions we are using to see if we can see a pattern but that seems have been ignored completely.
Are we trying to gather information about this problem or would people just prefer keep doing their own thing in isolation?
I wholly support the idea that HTC should fix their email client and big thumbs up to the person that managed to get them to admit they know about it and will fix in due course - that alone is a big step forward. I don't want to use a 3rd party email client as I am finding the whole thing a faff but it's certainly better than just having an inbox full of stuff that shouldn't be there.
I am pushing through various suppliers to get a direct line to an HTC engineer and bypass the front of house support whose main job seems to be to deny all knowledge and suggest things I've already tried countless times.... fingers crossed!
I think you're being a bit harsh on some of the posters here, plesbit. It's true some folks haven't given any indication of their software versions but some have. I (as stated in an earlier post) switched from Exchange Server 2007 to 2010 which made no difference whatsoever to the issue.
I don't think the pc client is relevant in any case, it's Exchange Server our Android phones are trying and failing to sync with, not Outlook (whatever version) or whatever other client that may be in use.
I'd be interested (if anyone could confirm) to know if Android without the HTC mail client suffers as we do.
Refering to an earlier comment, I am using Touchdown only for email for precicely the reason stated - so that I can still use the built in applications for calendar & contacts. I have the Android client set to update every hour during the day whereas Touchdown, syncing email (& contacts for email usage) is set to push. It's not the ideal solution but it seems to work for me and I haven't noticed any hit on battery life having the two syncing processes going on.
We're using Desire S phones with 2.3.5 activesync 12.1, Exchange server 2010 is with Microsoft Office365, exhibiting the same sync issues as everyone else. The same phones were working ok with Microsoft BPOS, Exchange server 2007, until the forced transition to Office365 this month. Microsoft say that it is a phone problem and quote "... an issue with the Exchange ActiveSync on the phones. It does not adhere closely enough to the EAS protocol and is not completely compatible with Exchange 2010 ...."
"... an issue with the Exchange ActiveSync on the phones. It does not adhere closely enough to the EAS protocol and is not completely compatible with Exchange 2010 ...."
Yup. And particularly galling that the HTC client before the one used in 2.3.5 seemed to have got this right :-(
I had the same problem with my HTC Desire HD. I also have Android 3.2.5 with HTC sense 3.0 and Exchange 2010. It was working fine with Exchange 2010 before I upgraded my phone so it is definitely related to the HTC mail client in this firmware version.
I did get a workable workaround from 1 of my colleagues though. Change the number of days to synchronize from (default) 3 to All (everything).
From the mail client go to settings/send and receive/download past mail and select All. Now e-mails are synchronizing fine again
I'm using a Desire HD from Telus in Vancouver, Canada. I just got my 2.3.5 / 3.0 Sense UI update OTA near the end of January, and I'm experiencing the same sync issue with Mail (messages read / filed / deleted on my computer still show as unread on my phone) and though that has been galling, it has not been debilitating. My bigger issue is with Calendar - appointments created on Outlook do not consistently sync with HTC Calendar, and vice versa events created on HTC Calendar are not showing up on my Outlook calendar.
I'm trying the suggestion above for mail, but would love any input on workarounds for Calendar. I'm on my 30 day trial period for Touchdown but I find the Calendar uglier and harder to work with than the native HTC app. You can't open your appointments to view details or edit except for on "Agenda" view, and so viewing or modifying any appointments farther in the future than today are a massive pain in the ass.
If anyone can figure out how to go back to the previous stable build, I'd love to hear it. It's my work phone so this is a problem I have to resolve. I've emailed HTC support in Canada but so far the response has been regarding HTC sync, and I've indicated that I'm not syncing from my computer. I'll report back if and when I get a better response.
Thanks so much in advance for all the generous knowledge sharing.
Acknowledgement from HTC north american support tech
I'm copying the last response I received from HTC:
Thank you for your reply regarding synchronization of your HTC Desire HD device from TELUS with your Microsoft Exchange account.
I know the importance of synchronizing your phone with your Exchange account. I have forwarded your email to the appropriate department.
Our Mail application is generally updated when we release a software update, so the application may no longer be fully compatible with your Exchange account
It appears that your device may be experiencing a compatibility issue with Exchange 2010 following the update. I recommend you continue using the “Touchdown” application for email pending a solution to the issue.
Please include in your response the Outlook Web Access (OWA) number for your Exchange server. Please also include the following information:
Your mobile phone number and an alternate contact number, if available.
Your time zone and a period of time you would prefer a representative to contact you if necessary.
The location where this issue occurs, i.e., street address, city, and province.
On receipt of your response, I will forward your inquiry to our Escalation Department.
We apologize for any inconvenience you may have experienced.
I did get a workable workaround from 1 of my colleagues though. Change the number of days to synchronize from (default) 3 to All (everything).
From the mail client go to settings/send and receive/download past mail and select All. Now e-mails are synchronizing fine again
Working here so far but it's not been long... Anyone know this workaround to fail in the end?
Working here so far but it's not been long... Anyone know this workaround to fail in the end?
Yup, it does. I spoke to soon....
Some mails still get stuck in the phone after a while. You can get it working again by changing the number of days to synchronize. It actually makes no difference what you select, just that you change the setting.
Yup, it does. I spoke to soon....
Some mails still get stuck in the phone after a while. You can get it working again by changing the number of days to synchronize. It actually makes no difference what you select, just that you change the setting.
Workable, but still annoying.
Does it help if you also tick the option to make it sync on open?
HTC's line of Desire phones have been wildly successful. There was the original HTC Desire, then the Desire HD and Desire Z, and now the HTC Desire S will continue the tradition of excellence. There aren't any sweeping changes from the orig... Read More
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Push email broken since 2.3.5/Sense 3.0 update
Same problem
Combined two suggestions
