Devices dropping activesync connections (UEM 12.11)

Hello,

Our environment is running UEM 12.11 (although this issue started after going from 12.8 to 12.9 to solve a different issue after I inherited this mess). We are running Exchange 2010. UEM Database is on a separate server running on SQL 2014.

I have been on the phone with BlackBerry support for over a month now, and we are no closer to a resolution or an idea of what's going on.

I am desperate.

Issue:
Random phones are losing their activesync connection and the Email account completely disappears from the blackberry inbox app.

This is happening across multiple devices (BlackBerry KeyOnes, and Samsung S10 devices), and there doesn't seem to be rhyme or reason.

I have also tried multiple Email profile with multiple CAS servers. Indeed, the mailbox can be setup without any issues but then it just goes away eventually. No errors.

When it happens, the phone stays activated in UEM and all policies and profiles stayed applied. Enterprise Connectivity is still up. The only thing that completely goes away is the Email.

We have tested activesync on the servers and there doesn't seem to be an issue.

Any ideas, please.

Thank you!

Did BB support ask you to look at the mobile device policy for your users in Exchange/ActiveSync? First place I would look is to see if you have a policy which defines OS version and device type/model. Since ActiveSync is given a device manager permission (terminology?) in Android, it can remove a user’s account from the phone without UEM’s knowledge.

Hello,

I checked my ActiveSync properties via the exchange management console (without support telling me so), and there was nothing device related.