BETA 7269 ActiveSync with Pixel 2 XL phones
Problem reported by Douglas Foster - 12/10/2019 at 8:14 AM
Submitted
When I connect a Pixel 2 XL to ActiveSync uisng v17, the account setup completes but the message list window never displays messages.  A spinning cursor tells me that the sync is in process, but the cursor never stops spinning.

In Beta 7629, the message list synchronizes successfully.  But when I reply to the message, the reply goes through and the original message disappears.   It remains in the Inbox and is visible in the web interface, but it no longer exists anywhere on the phone.

11 Replies

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Douglas Foster Replied
Any update on this?   Are newer versions of Android O.S. being tested during the current development cycle?

The problem seems partly related to the application on the phone.   Older Androids had both a Microsoft Exchange ActiveSync connection (blue icon) and a Google Exchange ActiveSync connection (same icon as GMail).   I believe I have always had trouble with the Google ActiveSync client, but it was never important to troubleshoot the problem, until now.   

The newer Android phones do not offer the Microsoft Exchange option, only the Google client.   I have the impression that this is a "feature" of the newer versions of the Android operating system.   So this is the wave of the future, and it needs to be addressed.
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Tim Uzzanti Replied
Employee Post
We have not seen any issues with the Gmail client using ActiveSync on Android.  We have a dozen test devices and haven't seen an issue and haven't had any other reports of it.

The Gmail client on iOS does not allow you to specify a server other than Office365.  On iOS, users should use the native iOS mail app which supports ActiveSync or any of the other apps with ActiveSync like Outlook for Mobile etc.  
Tim Uzzanti
CEO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
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Douglas Foster Replied
Pleased to see that you have begun investigating this problem as of build 7445, so I assume you have reproduced it..   Hope you can find the root cause soon.

Thank you!
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Douglas Foster Replied
The production release does not have an open issues list, but it also has no mention of a fix.   So I am guessing that this is still a work in process.    Can you confirm?
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Tim Uzzanti Replied
Employee Post
That is correct.  We have been attempting to contact Google for weeks related to this but we can't get a response. Google changed something in the client and we can't figure out what it is or when it was changed. We have tested on about a dozen Android devices but we also have 8 different versions of Gmail across these devices. Because Android is fairly fragmented and app updates are somewhat different across devices people would have seen issues at different times which makes it really difficult to narrow down.

A couple weeks ago we also reached out to Microsoft to see if they had ideas and they don't understand what the issue is either. It is a task of high priority but we are now somewhat dependent on Google and of all the companies who we work with, they seem to have been the most affected by the pandemic, WFH and/or general organizational issues as of late.
Tim Uzzanti
CEO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
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Douglas Foster Replied
Here is a review of the configurations that I have tried.

I assume you have seen my sequence of cases on this problem (3E6-251FD31E-0057, 0D1-25584633-001E, 257-25718918-004B), as they have some detail about configurations that I have tried previously.   

For one of the tests using Android 9, Gmail Exchange worked when the device was on WiFi (IPv4) but failed when it was on Cellular data (IPv6).   So the problem at least started by that version of Android.

Today, we tried it on a Samsung S10-5G running Android 10.   It configured OK, displayed messages once, and then stopped displaying messages.   Phone was on internal WiFi the whole time, so IPv6 is not the whole problem.  Since the symptoms today were different than I have seen before, maybe there are multiple problems.

My old Samsung 6 phone with Android 7 is working fine with the Gmail Exchange client.

Thank you for your efforts on this!
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Tim Uzzanti Replied
Employee Post
Yea, I personally tried Android 8 with the latest version of Gmail that is supported and it has issues.  In some cases Gmail works for awhile and then stops.  Sometimes Gmail doesn't get initial sync.  Its all very random.

Fortunately most manufactures have their own clients with EAS and they are good and in my opinion better.  For Pixel, I would suggest the Outlook client which is good.

We will keep you guys updated...

Tim
Tim Uzzanti
CEO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Tim DeMeza Replied
I have a Samsung Galaxy Note 10 and it is wonky too.
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Sébastien Riccio Replied
Some customers also reported issues with EAS on Android devices. From what they say it was fine before we updated our production server to the new release.
Sébastien Riccio
System & Network Admin

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Tim Uzzanti Replied
Employee Post
This is a Gmail only issue.  Existed pre-MAPI version.
Tim Uzzanti
CEO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Sébastien Riccio Replied
Oh okay, then it must be another issue that this one, that we'll need to investigate further.
Sébastien Riccio
System & Network Admin

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