Environment:
Exchange 2010 SP2 CU4v2
iPhones with IOS 6.0+
Background:
We've spent a couple weeks troubleshooting this since the vast majority of our users are not experiencing the email synching issue with their mobile devices. However, we have a few users that are remote (international) saying that activesync is not properly
marking mail as read when initially interacting with it via OWA/Outlook.
The problem isn't regularly reproducable -- it's sporadic.
There are two issues really:
- The mail icon indicates X number of unread messages, however when navigating into the mailbox on the phone, nothing is "unread" -- There is only one mailbox -- there is no confusion about unread mail being in a different account.
- Mail marked as read in OWA/Outlook never gets marked as read in the mailbox on the iPhone.
Steps Taken:
- We've had them remove/readd the activesync account on their device, which initially solves the problem only for it to resuface.
- We've asked them to change their activesync settings between Push, Fetch, and Manual.
- Messages marked as unread always remain unread unless manually opened on the phone. No additional amount of time marks the message as unread unless it is manually opened on the phone.
- We've asked users to try interacting with mail through wifi on a reliable network instead of their cellular network. Same results.
- We don't have any other mobile devices to compare to since everyone is using an iPhone. If only someone had windows mobile.
Our thoughts are that this is due to some sort of latency issue that activesync is unable to handle, since only these remote users are experiencing the issue. Using in-office wifi the latency between their device and the CAS server is ~250ms. Over cellular networks.. unknown. I would think the activesync could handle this.
Are there any server-side settings that can be changed on the exchange servers that could mitigate these problems?