Big **THANKS** to Kerri @ Symantec / TD Support!
Issue: I had been trying to take a "shortcut" by importing my previous TD HD settings from my older phone running Android JellyBean, and importing those into a TD HD setup on a brand new phone running Android Lollipop. E-mail was working fine, but the Calendar and Contacts could not be "displayed" within TD HD for some reason--even though I had clearly selected those folders to sync, and TD HD's sync messages were indicating all of those individual events and contacts were (in fact) being sync'd. They just weren't displaying, before I performed this fix.
EUREKA! Everything is working now, after I performed these steps: uninstalled app; reinstalled app; Quick Configuration (really, a manual config following my employer IT Dept’s TD HD setup steps)...but this time **WITHOUT** trying to restore any TD HD settings from previous backups. I did a sync, and then everything worked and now (more importantly) displays as expected.
1. First, I uninstalled the TD HD app. Then I did a fresh download & reinstall from the Google Play Store.
2. I just did a “Quick Configuration”, following the “default’ config/steps as best possible. I did *not* attempt to restore my settings from backup. It wasn’t a pure “Quick Config,” because I do need client cert and some other work-specific settings in order to connect to my work’s Exchange 2013 server. So, I generated & imported the client cert according to my employer’s IT Dept instructions. I also UN-checked Exchange 2003 & Exchange 2007 before doing the Auto-discovery, b/c our IT department doesn’t run or use those protocols on our Exchange Server (and per their published instructions to us, they tell us to explicitly UN-check those protocols in TouchDown). I did that, and the setup ran successfully, returning message “Currently Configuring ActiveSync with SSL; Result – SUCCESS Configured in ActiveSync mode.”
3. As soon as I clicked “Next” a couple times to complete the Quick Configuration, the phone attempted to sync on it’s own (i.e., I didn’t have to “manually” initiate the sync).
4. AND THEN...my E-mail and *also* the Calendar entries and Contacts are now all *VISIBLE* from their respective tabs in TD HD, as expected!!
BTW, Kerri had asked me (before I tried the steps above), “Do events you create in Touchdown sync to your server?”
The short answer is “Yes.” Even before, I was able to create/update and sync Calendar events as expected—regardless if initiated from TD HD on my Android phone, or from my MS Windows Outlook client, it worked as expected. I could see the entries in my desktop Outlook client just fine, and any reminders I had set would pop up on my phone’s notification bar, just as expected. It’s just that the Calendar entries weren’t showing up within TD HD, before. Same situation with my Outlook Contacts. (I explained the situation in my original, 16 June message pasted at the very bottom of this e-mail thread). However (as I write this now), the Email as well as Calendar and Contacts now appear to be working and *DISPLAYING* as expected.
So, Kerri from Symantec TD Support...thanks for the recommendations to start “fresh” with a Quick Config and to *NOT* try to restore any settings from backups when transitioning from the older Android JellyBean OS to new phone running Android Lollipop. That appeared to resolve the problem for me.
--v/r, Eric
--------------
My Original Post, Tuesday, 16 June 2015
My organization is running MS Exchange 2013. TouchDown HD is our IT Dept's recommended Android e-mail client for securely connecting to our mail system using Exchange ActiveSync. I've been using TouchDown for about 2.5 years to display and interact with my MS Exchange E-mail, Calendar, and Contacts while on-the-go, with no previous problems. HOWEVER, just within the past week, after installing TouchDown HD on new phones, my Calendar and Contacts are not visible (even though they do "sync"). I'm hoping someone at Symantec or others can help me resolve this problem. If someone from Symantec wants to see my "Diagnostics" log, please contact me separately via my registration e-mail address, and I'll send it to you. Thank you! --v/r, Eric "comp-sci"
I recently purchased a new Android phone and tablet (LG G4, and LG G Pad X8.3, respectively, both running Android 5.1 "Lollipop"), to replace my older Android devices (Motorola Droid Razr Maxx and Hisense Sero 7 Pro, respectively...both running Android v4.1.x Jellybean). I'm running licensed versions of TouchDown HD v8.5.00094 -- fresh downloads from the Google Play Store.
- On the former devices under Android Jellybean, Touchdown HD worked great. Following my IT Dept's setup instructions (which were "perfect"), I was able to easily get my MS Exchange E-mail, Calendar, and Contacts synced, with no problem. My updates on any of these areas would sync seamlessly between my Android devices and Exchange.
- Since getting and setting up the new LG phone and tablet, running Android Lollipop, I used backed up settings from my former devices to quickly set up the new LG phone and tablet.
- After entering my Exchange password (and following our IT Dept's instructions for generating & installing digital client certificates into each device, so that I can authenticate to our MS Windows network and Exchange)...
-- My Exchange e-mail still works fine. Syncs and updates / deletes my folders and messages, as expected. No problems there.
-- When I do a manual sync of my Calendar, I can see that TouchDown HD does (in fact) sync all of the individual calendar events. HOWEVER, if I actually go "to" the Calendar (regardless of which App view I use to display the Calendar), nothing is displayed (??). Zilch. Nothing.
--- I can Accept / Decline meeting invites just fine (and from my desktop's MS Outlook client, I see that those calendar appointments are properly sync'd with my MS Exchange account, as I'd expect). However, I cannot actually see any prior, current day, or upcoming calendar entries within the TouchDown app, itself.
--- The REALLY strange thing...if I add the TouchDown "Calendar Agenda" to one of my Home Screens, it actually DOES show upcoming events. So, if I selected to sync a week's worth of events, that the Agenda Widget does show up to the current week's worth of events, as expected.
-- Similar behavior with my Contacts. If I do a sync, I can see that TouchDown HD does sync all of my individual MS Exchange / Outlook contacts, just fine. However, on the Contacts pane of the app, nothing is displayed. HOWEVER, within the "Recent Contacts" pane of the app, those persons I recently e-mailed do show up (??).
- Troubleshooting steps I've tried: (1) Uninstalling & reinstalling the app, several times...with reboots before each reinstall; (2) Checking to ensure I did "Choose Folders" to select the folders to sync; (3) Checking to ensure my Exchange ActiveSync and push / polling settings and intervals are as expected (i.e., in accordance with the same IT Dept instructions I followed before, for my prior Android Jellybean phone and tablet on which TouchDown HD was fully working); (4) Checking the Diagnostics log to see if the individual areas--E-mail, Calendar, and Contacts--were sync'ing with the expected number of records...they are.