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FordEdward-3465 avatar image
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FordEdward-3465 asked YukiSun-MSFT commented

ActiveSync/Cell Phone Email not working after Upgrade

Hi Guys
We did an Exchange 2013 to Exchange 2019 coexistent upgrade. When I point the DNS to the Exchange 2019 Exchange server cell phone email stops working. If I am on the local network on wireless the phones work no issue. if I am outside the company or only on cellular the email stops working. While on the outside I can delete and re-add my email account to the phone. Computers and laptops work no issue.
what the heck am I missing?
Thank You

office-exchange-server-administration
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YukiSun-MSFT avatar image
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YukiSun-MSFT answered YukiSun-MSFT commented

Hi @FordEdward-3465

While on the outside I can delete and re-add my email account to the phone.

By this, do you mean the email account can be successfully added to the mobile phone but you cannot send or receive messages?
How about the old messages? Are they synced to the mobile phone?
Any error messages when this issue occurs?

Please run the commend below to check the external url for Exchange Active Sync and make sure a valid public DNS record is configured for the host name included in the url:

 Get-ActiveSyncVirtualDirectory | fl externalurl

You can also go through the guidance generated by the Exchange Deployment Assistant and check the instructions in the "Configure DNS records" section to see if you have missed anything in your configuration.

Furthermore, it's suggested to run a Exchange ActiveSync test using the Microsoft Remote Connectivity Analyzer tool and see if we can get any clues for this issue.


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Hi @FordEdward-3465

Just checking in to see how things are going on with this issue. Any findings or updates, feel free to post back.


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