TouchDown

I use Nitrodesk on my moto x android phone. It appears that when my device is turned off and back on, activesync on the server for my account gets disabled. My organization has no idea why. The only thing I could think of is that my moto x is on republic wireless, which means it has 2 phone numbers. One for wifi calling, and one for the handoff it uses when it swithes to cellular. When my device turns on, it briefly will display the handoff number, and then switch to the wifi calling number. Would that be the issue? How do we fix this? I am unable to use the app because I keep getting disabled.

Does this occur on the native email client if you have it connected to your server as well?

Although we have never encountered something like this before (nothing that we know of can actually turn off the activesync on the server - syncs can fail but your server config should never change), i wonder if this has to do with the actual device ID reported by your device is different under different configurations. What exactly is the symptom that you observe ? Is there something you see on the server, or just sync failing ?

When the touchdown process is killed and restarted, and if you go into Diagnostic screen, there is a field on the top of the log where it shows the device ID. You might want to kill and restart touchdown and look at the diagnostics under different modes of the phone to make sure they show the same device ID. You might also want to write to support so they can investigate logging when the server calls fail.

thx!

-g

We use outlook 2010 and no, it does not happen there.

I'll try looking at the logs. But I noticed it worked fine and then I shut my phone off for the night and when it was turned back on the next day, activesync was disabled on the backend.

Got the logs. The device ID is the same. I got activesync enabled again and then it worked until I turned my phone off and went to bed. I then see this in the logs:

24 Sep 7:53:14 is when the phone was turned on, and I did 1 sync before bed that worked perfectly at 1:32:25.

24 Sep 1:32:33:[1]:Closing database for thread :main:1 24 Sep 1:32:33:[1]:Request for database in thread 1 returned a new Thread local helper. 24 Sep 1:32:33:[1]:Files in screenshot directory :61 24 Sep 1:32:34:[1]:Remove database for thread :main:1 24 Sep 1:32:34:[1]: 24 Sep 1:32:34:[1]:Closing database for thread :main:1 24 Sep 1:32:35:[1]:APP START: Is unable to decrypt data! 24 Sep 1:32:35:[1]:Continuation key received and set from service, refreshing views! 24 Sep 7:53:14:[1]:APP START: Is unable to decrypt data! 24 Sep 7:53:14:[1]:Continuation key received and set from service, refreshing views! 24 Sep 7:53:43:[1]:APP START: Is unable to decrypt data! 24 Sep 7:53:43:[1]:Continuation key received and set from service, refreshing views! 24 Sep 8:19:27:[1]:APP START: Is unable to decrypt data! 24 Sep 8:19:27:[1]:Continuation key received and set from service, refreshing views! 24 Sep 8:19:30:[1]:Continuation key received.. 24 Sep 8:19:30:[1]:Continuation key not set, Already have key data 24 Sep 8:35:06:[1]:last PIN diff is 25354, Max is:1800 24 Sep 8:35:06:[1]:Whoops, pins are not found to be loaded, may have to prompt for PIN

 

Thanks, please try not to paste logs on this forum, instead send them to support. In this situation though, i would be hard pressed to point to the client as a cause of activesync to be "disabled". A server would never cause the client to somehow disrupt the service in such a way. If what you are stating is right, i think this would be a case for MSFT. You can try writing to support with screenshots of the server phenomenon etc. (also i hope you checked the event logs on the server)

I am in contact with email support but still no solution as of yet.....