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KB-7483: Policy update to mobile device may cause Exchange ActiveSync profile to update and re-sync mail

Centrify Identity Service, App Edition ,   Centrify Identity Service, App Plus ,  

28 October,16 at 05:13 AM

Applies to: Centrify Identity Service, App Edition



Problem:

A password prompt for the Exchange ActiveSync account on iOS devices will be displayed to the end user and perform a full mailbox synchronization after the password has been entered. This issue does not occur on Android devices. The issue will only appear on iOS devices when Exchange ActiveSync profiles pushed via the Centrify cloud.


Cause:

Exchange ActiveSync profiles initially delivered to an iOS device as part of enrollment are pushed again but treated as a completely new profile by the device. This can occur when an administrator manually updates/reapplies device policies. Additionally, updating the Centrify mobile app and editing role may trigger update policy actions. Finally, this will also be triggered if Centrify cloud fails to contact the device for a long period of time.



Workaround:

The current workaround is to enter the Exchange account password and allow the device to synchronize. Devices that are not configured to receive Exchange ActiveSync profiles will not experience this issue. Once the affected device completes mailbox synchronization, the issue should not appear again.



Solution:

This issue should occur only once per iOS device.



For additional information not covered in this guide or troubleshooting assistance, please review Centrify Online Help or visit the Customer Support Portal at https://www.centrify.com/support/customer-support-portal/

Still have questions? Click here to log a technical support case, or collaborate with your peers in Centrify's Online Community.

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