A.4 ActiveSync

If a device enrolled as an ActiveSync Only device is fully wiped and deleted, then re-enrollment of the same device fails

Source: ZENworks Mobile Management
Explanation: If a device that is enrolled as an ActiveSync Only device is fully wiped and deleted using the Unenroll quick task, then you will be unable to re-enroll the same device to the ZENworks Management Zone.
Action: In the database, the TobeDeleted value for the device object in the zZENObject table, should be updated to 1.

Email accounts might not work properly on some mobile devices if an ActiveSync server is added after the devices are enrolled

Source: ZENworks Mobile Management
Explanation: If a device is already enrolled to the ZENworks Management Zone and an ActiveSync server is configured later, then the email accounts on some of these devices might not receive emails.
Action: For Android devices:

  • You might be prompted to re-enter your account password. If this does not work, either initiate a Refresh action on the email account configured on the device or initiate a Refresh action from the Settings menu on the device.

For Windows devices:

  • Delete and re-create the email account on the device.

NOTE:For iOS devices, the email client might display an error message a couple of times, after which you will start receiving emails on the device.

As a best practice, it is advisable to configure an ActiveSync server before a device is enrolled to the ZENworks Management Zone.

Email accounts cannot be re-configured, if remote wipe is initiated on the ActiveSync Server.

Source: ZENworks Mobile Management
Explanation: If a remote wipe is initiated directly from the ActiveSync Server, then the email account configured on the device will stop receiving emails. However, the device object is retained in ZENworks Control Center. Whenever the user tries to re-create the email account, the data on the device is wiped.
Action: As a best practice, it is advisable to fully wipe and retire the device. Subsequently, you can click Delete to remove the device from the zone.

During email account configuration, user authentication to ActiveSync Server fails

Source: ZENworks Mobile Management
Explanation: While configuring an email account on a device using a Mobile Email Policy, the user credentials are obtained from the configured user source and in turn authenticated with the ActiveSync Server. The user is logged in to the email account, if the credentials provided in the user source match with the ones configured in the Activesync Server. However, the user credentials with which the user logs into the ActiveSync Server to retrieve emails might be different from the credentials that he/she uses to login to the LDAP directory, due to which the email account fails to send or receive emails.
Action: Select the ActiveSync Server login attribute in the User Source to ensure that the user credentials considered for authentication are the same. For more information, see Configuring the Attribute for ActiveSync Server Authentication.

Email accounts on some devices might stop functioning and an authentication error is displayed

Source: ZENworks Mobile Management
Explanation: On a few devices, the configured ActiveSync accounts might stop functioning and an Authentication Error notification is displayed. In some cases, this notification recurs even if the user has specified the account credentials and in some cases the device does not respond on clicking this notification.
Action: Delete and re-create the email account on the device.