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Help Periodic activesync mail protocol errors

Actually, this is an issue with the server, not the phone. One of my co-workers had several Android phones that were having this same issue while WinMo phones and iOS phones had no problems. He made some sort of change on the server side and it fixed it. Don't remember what the fix was though.
 
I have had MS Exchange since I purchased my Evo. I have had the Sync Protocol Error come up numerous times. I contacted Sprint and HTC Advanced Tech Support and they said the only fix is to remove your server settings which removes all your data (delete the exchange account). Then you have to soft reset your phone by turning it off, then remove the battery for one minute. Then restart your phone and reinstall your server settings and download all your data again. I did this no less then 15-20 times because my mail would work for a couple of weeks, and then it would stop working again. I then realized that there is some type of software conflict. Well I have determined that it is the "app killer" program that is screwing it all up. Even though you select the mail to work in the setup for the app killer, it will eventually stop working all on it's own. Since I have removed the "app killer" my phone runs faster and I have not had the Sync Protocol Error come back. I have my fingers crossed. It has been two weeks and everything is still working. I hope this helps everyone with this issue. I was ready to take this phone and throw it in the lake.
 
Hi all, I've had the same problems noted in all the above comments but with an HTC Aria. Any fix yet?

Also, where do I find the "App killer" mentioned?

Thanks
M
 
Same problem with my Incredible. Inbox suddenly stopped accepting new email yet I could see Deleteds, Sents, etc. Calendar and Contacts were OK too. Verizon store sales punk denied any knowledge of a problem and blamed it on my office's server. He said it's "obviously" the server that's the cause. I called Verizon tech support who confirmed my equipment and plan, put me on hold, then told me it's a "known problem" (I think that's the term he used) and Google is working on a fix. He recommended I get an app to push email through. My IT guy says Touchdown is an undesirable solution so he deleted the account then reinstalled it. It's a few hours later and so far so good. At least I now know Verizon calls this a ""known problem" that Google is working on. I just wish they'd hurry up-- this is how iPhone will wipe Android out....
 
I just had this issue happen to me. My work email has worked fine since I got the phone two months ago but all of a sudden no new emails in my inbox. All my other folders seem to work. I just can't access any emails in my inbox since yesterday.
 
I have had this problem since receiving my DINC last year (when first released). I've been round and round, and I can say with 100% certainty that it is a problem with the mail client on the phone. I've scoured my ActiveSync log files and find that they report that the phone is still synchronizing emails with the inbox even though they do not show up on the phone. I've done everything every post on every forum suggested, and here is my personal 2cents. The DINC (or, perhaps across the HTC line) mail client for Exchange ActiveSync MUST have a limit on the amount of raw data it can hold. When it hits that, it still synchronizes with ActiveSync, but does not display the emails on the phone. I started with three day's email in the settings, and would hit this error every week I get a ton of emails every day). I went to one day's email and it works fine but now stops working perhaps once every month or so. The ONLY way to get around this is to delete the Exchange ActiveSync profile on the phone, and rebuild it. If ANYONE has found a solution, please post here. I dig the phone, but this is a pain, and I've been too lazy to go get a different phone. I may swap for a Thunderbolt, but I wonder if it will have the same problem???? Why is it that Blackberry can synchronize and hold months of emails on a phone, when this stupid phone can only hold one day's emails and then still crashes?? Somebody at HTC FIX THIS!
 
I posted this problem a couple weeks ago and have had to remove the entire account and reinstall twice since. Come on Google, HTC, somebody! This is ridiculous.
 
Clearly these knuckleheads at Google and HTC do't read this forum or care about their customers. I have dubed my HTC Evo's HTC sych the battery conditioner because for me it just seems to drain the battery faster than the flashlight at full beam! Oh and the random disconnect seems to be accross all additional exchange connections. It's like there can be only one active synch connection period. Touchdown is freakin great, but stopped recieving email after 2 hrs and everything else work better than ANY of the free crap that came with the phone. how are these assclowns going to usurp the market from the fruit?It seems I must become a vegiterian to get my email from two exchange accounts. Lame. I'm very disappointed in Google. I thought these guys were supposed to be smart. Uncle steve is kicking their ass with his pancrease tied behind his back.
 
Ah same problem here as mentioned above. I have the only droid in the company with the rest being Blackberrys and some Windows based phone. I dumped my Storm2 because it was a piece of @#% and begged for the dinc. Now I'm too embarrased to go back to our internal IT person and tell him my troubles.

This really sucks getting into the office later in the day and finding out I've missed emails... Google has got to fix this.
 
I have a bone-stock droid incredible. The built in mail client is extremely erratic as far as receiving pushed email from exchange. It's absolutely hit or miss. I have 0 faith in it.

I tried Touchdown for a few days and then ponied up the $20 to buy it. Touchdown is equally as crappy as the built in mail client. Actually, it's worse. It ALSO suffers from intermittent push email. What makes it worse is that I get the "Database Corrupt" message basically every other day and then have to let it reconfigure. However, you won't know it's corrupt until you look at it. When it corrupts, you have a 0 chance of getting any email pushed. If you are considering TD, take my advice: try it for the FULL 30 days before paying for it. I hope you have better luck that me but IMHO it's not worth a dime (and yes I have contacted their support numerous times).

I have read everything on the internet about this issue. It seems to be an issue on the Moto's too. I have no faith in Google, HTC, Verizon or anyone else to fix this issue as no one seems to care or is willing to acknowledge the issue. If email is critical avoid the Droid (and it pains me to say that as I like the rest of phone). I also have another email account that is IMAP and guess what, K9 mail receives pushed email 100% of the time without fail. K9 mail is free. Amazing.
 
I have been reading that a lot of people were having the same issue as I with the "protocal error". What I found worked was to reset my phone, just as it came out of the box. You can to this by taking out the battery, putting it back in, then hold down the volume side key and power at the same time. I then made my exchange email the very first email account to be set up, even before google. I found that if my exchange email was set up first, before any other, you don't get the "protocal error". I usually don't respond to any of these but figured I'd share because everyone is having the same frustrating error. If anyone is like me, the phone flew a couple of times...lol. I hope this helps everyone. I haven't had to reset my exchange account in weeks, thank god!
 
Can anyone else verify that Norrna's fix has worked for them?

Keeping in mind that I have the Thunderbolt, I haven't seen anyone comment on this particular issue: When EAS errors are occuring, has anyone else had problem connecting to OWA through the internet (on the phone) as well? If my EAS is syncing, I can get to OWA, if it's not, I can't. I've also triple verified that OWA is up for everyone but me during the EAS errors.
 
Same problem as everybody else is describing. One of the most annoying things about it is that the error is not displayed ANYWHERE except under Settings/Accounts & Sync/Manage Accounts/Exchange ActiveSync. So, the only way to figure out it is happening is when you finally notice that you aren't getting new e-mails. How can somebody design sync software that fails to provide meaningful notice that it is failing at its sole function?

Of course, deleting and reinstalling the account is no fix at all. I'm going to keep searching the internet to see if anybody has stumbled across a solution.
 
Well, I got the sync error icon once, I cleared it, had to restart the phone anyway, and when I restarted, everything seemed fine, so I pretty much forgot about it.

The following morning, I checked my e-mail, and went on my way. Only about an hour later did it dawn on me that I had no new e-mails, so I tried to force a sync over and over, I tried to force a sync for all accounts, I tried another restart, etc. Throughout all of this, there was no error icon. Only when I drilled down within the Accounts & Sync menus did I see an error icon there.

So, to me, it seems this is the kind of major, major error that needs to be popping back up at EVERY sync until it is rectified. It clearly shows up under the Exchange account listing under Accounts & Sync at every sync until it is rectified, so why not put it where I'm actually likely to see it until it is rectified. Sync'ing e-mail has got to be one of the top 5 purposes for a smartphone for something like 99% of users, so this is a HUGE problem that needs immediate attention until it is fixed. Every time I run a sync the phone is experiencing this error anew, so the notice should come anew each of those times as well.

Speaking of fixes....stay tuned, I think I've found one.
 
Okay, so first off, this error CLEARLY started for me right when I was running low on space on my phone, so keep that in mind when it comes to avoiding the issue in the future.

Anyway, after scouring the internet, I have found an alternative work around that is substantially better than the option of deleting the Exchange account from the phone and readding it. That option trashes a lot of settings that take forever to restore. The steps below do not avoid all such problems, but do avoid many. This still isn't fixing the underlying problem, which is something HTC needs to get on, but it is a viable work around.

So, what you need to do is to have your Exchange admin simply use the MobileAdmin tool on the Exchange Server to delete the partnership with your device. Once that is accomplished, your phone will reconnect with the Exchange Server just fine again. You may have to recreate some links between contacts from various sources (not sure on this yet), but most everything else seems to work without a lot of starting over.

If you are your own Exchange admin, or if your Exchange admin doesn't know anything about the MobileAdmin application, you can download the file here:

Download details: Microsoft Exchange Server ActiveSync Web Administration Tool

and there are instructions in the folder created when you unzip, or you can go here:

Microsoft Exchange ActiveSync Mobile Administration Web Tool

Just run the downloaded file on the Exchange Server to unzip, run the .msi file from the unzipped folder, open IE on the Exchange Server and navigate to https://localhost/MobileAdmin, and sign in using the admin account for the Exchange Server. Once you are in, you go to the Remote Wipe link, enter the username of the user with the phone having the problem and click the green arrow, and it will bring up a list of the mobile phone associations that have been created for that user (mine showed my two prior Windows Mobile devices and my prior Palm Pre, in addition to the current Android). Find the Android listing, and click on "Delete" and it will remove the partnership, allowing the phone to create a new one on the next sync.

When you do that next sync, the inbox will go blank, and then will re-download every e-mail for the period that you have selected. You will get new e-mails and the sync protocol issue is gone--at least until the next time your phone starts to fill up. See my next post for my rant about that issue.
 
As I said above, this issue is clearly related to the internal memory of the phone filling up, at least in my case. There are two things that contribute to that memory issue that I just can't figure out about Android.

The first issue is, why doesn't Android simply ask you where you want to install apps at the beginning of the install process. Windows Mobile used to do this clear back with v6 and before, and it seems to me to be an incredibly obvious thing to do. Instead, Android apparently leaves it to the app designer, forcing the user to later go back and clean up by moving unnecessary apps over to the storage card. The better (far better) way to handle this would be to allow the app designer to state if, for some reason, the app HAS to be saved to the internal memory, and otherwise, ask the user at the beginning of the install.

The second issue is storage of e-mails. Android allows you to store attachments to e-mails on the storage card, but why not the e-mails themsleves? I have a 32GB SD card installed, I could probably save a year's worth of e-mail on that thing, but instead I'm stuck with the internal memory that is getting filled up with just 30 days' worth. So why can't we set it to store e-mails, or perhaps e-mails of certain sizes, on the storage card? Again, this is something that Windows Mobile had figured out back with v6, so I'm clearly not the only one who has thought of this.

And that's my rant. Hope the work around above helps you all.
 
...and the MobileAdmin tool is downloadable at the link I provided for Exchange 2003 and 2007, and is included by default in Exchange 2010. Also, you can access the MobileAdmin tool from another computer by going to https://IPADDRESSFOREXCHANGESERVER/mobileadmin (sub in the name of the server when you are within the network, and the domain name or IP address when you are outside the network for IPADDRESSFOREXCHANGESERVER).
 
Ok,

I'd just like to chime in:

Sprint Evo, Android 2.3.3 OTA, and I am having this problem too.

VERY, VERY irritating. All I've found is removing the account and re-adding on the phone.

Sprint suggested that I go in and get the phone flashed to the most current which I am going to do and then will add the Exchange account as the very first on the phone and we'll see how it goes.
 
Hi, I've got Galaxy S2 few days ago and it won't even let me setup the ActiveSync, well it did first time and clashed the phone system that I had to reset to factory setting and start all over again and now want to setup the sync - follow in the struction but still can't do it.

I ended up get the touchdown app but it will only avai for 30 days then you have to pay for it and I will definitely not paying for that.

Any suggestions?
 
I went to the email Menu/Settings/Send & Receive and changed the "Download Past Mail" to 1 day and hit the sync command. It completed with no errors (for the first time in the past 12 hours!) so I decided to push my luck and changed it back to 7 days. It again went through the full sync with no errors!

It has been working perfectly now for an hour so I believe that may just be the trick.

--larry
 
k my issue is kinda diffrnt frm all ov urz bt im sure sum1 here wud hv a solution. Whneva i delete mail frm the default mail app of my desire HD, it syncs n the mail pops right back,i delete it again n so on n so forth. Isnt thr a way tht once i delete mail it remains deleted n dsnt pop back up again.
2) i rembr i sumhw reached a settings menu in my desire HD whr it wud gv me the option tht if i delete mail on my phone,do i want it to delete it on the hotmail server as well.....knt find tht eithr.....and no its nt the "replace/keep items on phone" option, it was a pretty detailed page.
3) Lastly i hv lik 50 emails in ma hotmail but evrytim i create an account wth active sync it only syncs past email to all limited number,dsnt sync all of the emails tht r thr though iv "selected download past all email" option......btw my desire HD seems 2 b workin fine wth the "stops sync" prblm u lot r facin so am guessin its nt a factory

Shameer
 
Have a client who has 3 different models that are used with their Activesync. Over this past weekend they all 3 started having the issue where their calendars and contacts were syncing just fine, but their email stopped.

We tried deleting account multiple time, resetting phone, etc.....

They are running Exchange 2003.

One of my co-workers found this link which fixed their issues immediatlely.

I am a new user to this forum, so I was not able to include the link, so I am going to type it partially in and leave out the . after www, and the . before com.

Go to www networkinghowtos com/howto/activesync-device-not-receiving-new-emails-unless-outlook-open

I really wanted to get this out there hoping it will assist others with this issue.
 
i went into my outlook account and moved all messages received since the sync error started into a different folder. I also cut down all of the receive settings on the phone to the lowest/lightest settings, e.g. headers only, download 1 day of mail... Additionally, i deleted the most recent inbound mail off the phone.

rather than testing after each of those steps, i did them all at once, so one or more may be unnecessary, but after doing this, i'm getting mail again.
 
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