Sunday, April 12, 2015

ActiveSync Mail Stuck at Loading - Android, iPhone, Tablet, All SmartPhones


ActiveSync Mail Stuck at Loading

The fix for this is simple.
A client encountered and interesting problem. She had called in and stated that when accessing email through her smartphone using Microsoft ActiveSync, the account would successfully setup but never displayed messages.  No errors during account setup but no folders or emails would ever be listed. The smartphone in this case was an Android but might as well have been an iPhone, Tablet, Blackberry or anything else. The issue had nothing to do with the device. The issue was related to permissions.

Permissions Preventing Email from Displaying on Android, iPhone, any ActiveSync Device

I used a smartphone simulator to test Microsoft Active-sync with a test account. The results were very similar. The account would setup fine but no email. It appeared to be stuck. The smartphone would setup the email account fine, tried auto-discover and manual setup, but email would never display and although there was no error sending email, email was never sent. There was no Global address list Contacts displayed either.
I hope this saves someone some time by finding and viewing this post. I have also posted this as a reminder for me too in case I encounter this issue again. It is rare but can appear.

Active-Sync Mail Account Setup Completes but no Email or Email Folders

The solution is simple, set inheritable permissions check-box for the user.

Using Active Directory Users and Computers > Find the user > select the Security tab > Click the Advanced button > check the box Include Inheritable permissions 

Please see the image below.

Save and then either recreate the account on the ActiveSync device (iPhone, Android, Tablet, iPad, Blackberry, etc) or restart the device to force a re-connection, or close email completely and restart it.


Saturday, March 21, 2015

Outlook Keeps Prompting Connecting to Office365 Email


Outlook Keeps Asking for Password Credentials, Office 365. 

Outlook 2010 not fully completing the setup process when connecting to Office 365 can occur more often with Outlook installed on Windows XP. One of the signs to this problem is that under the security tab when using the manual configuration method does not display Anonymous Authentication as an option. Anonymous authentication works well but is the default for Outlook 2013, not Outlook 2010 and Outlook 2007. Outlook 2010 and Outlook 2007 do not have this option by default. In this specific case for which I generated this article, the desktop Windows XP and started out with Outlook 2007 which as one of the attempts at resolving this issue was upgraded to Outlook 2010 with SP1. The first two check-marks appeared during automatic Outlook setup but the third would repeatedly prompt for a password. The setup would not fully complete. The password was correct and was tested using Outlook Web Access.

Outlook Office 365 Configuration Does not Complete

Outlook Keeps Prompting for Password  

Outlook 2010 with SP1 installed on Windows XP with SP3 and other updates would not connect to Office 365 for email. It would not fully setup. Outlook constantly prompted the user for a password. The password was well known and being entered correctly. As previously mentioned this desktop originally had Outlook 2007 which was upgraded to Outlook 2010 and this upgrade process may not have been required at all.

Resolving Outlook Setup Not Completing with Office 365

A little more back ground first to help set the stage as to why the focus was completely placed on the local desktop and environment. The user's account setup with no problem in Outlook on an off-site computer desktop. The off-site computer was not connected to the domain and there was no VPN connecting it to the domain.

The steps taken to resolve this issue consisted of : 

Registry Changes: 

Run Regedit and go to  HKEY_CURRENT_USER\Software\Microsoft\Office\14.0\Outlook\AutoDiscover
for Outlook 2010

Add or modify the following


These keys could also be added to help prevent Outlook frm using the local CAS server if one exists on your network. In this case there was indeed a local Exchange 2007 server. The customer had migrated to Office 365 but the local Exchange server was still present on the network and int he domain.


The only look-up type that will be used now is HTTP Redirect to the XML file. If this fails, there'll be no Autodiscover. This removes local domain interference.

Microsoft Hotfix to Connect Outlook to Office 365 

The most generally accepted suggestion from many forums, but seems not to always work for people having this problem with Outlook connecting to Office 365,  is to run Windows updates and update your operating system and Microsoft Office installation (at least Outlook 2010). As mentioned previously this particular desktop had Outlook 2007 with Office 2007, I upgraded only Outlook.  Perhaps I did not need to upgrade Outlook at all. The operating system already had Service Pack 3 for Windows XP. I did not run Windows updates because I did not want to have other applications break.

Add the anonymous option to Outlook Logon Security Option list. 

Instead of running every single Windows update available which did not work for many people having the similar issue with Outlook and Office 365, I ran the following a hot-fix. The hot-fix both added the Anonymous option to Outlook's configuration options and enabled Outlook to connect and fully configure to Office 365.

KB Article Number(s): 2791026 Language: All (Global) Platform: i386 Location: (
KB Article Number(s): 2791026 Language: All (Global) Platform: x64 Location: (