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Exchange Hybrid Modern Authentication sync issue with Outlook Mobile App

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Hi,

We have enabled HMA for our organisation. It works for 3000 users, they are able to connect and see the four weeks of email in their Outlook Mobile App. For some reason we have 70 users that are able to connect via Outlook Mobile and get a first sync of e-mail. But it al stops and no new email will show up in the Outlook App.

We have checked the IIS logs on the internal exchange servers.

In the ActiveSync log I see that from O365 a full hierarchy sync is requested. According to the Exchange and IIS logs, this is done correctly and then it request the full hierarchy again and again.

Does somebody had the same issue and have any ideas how to get the sync reset to a working state.

https://docs.microsoft.com/en-us/Exchange/clients/outlook-for-ios-and-android/use-hybrid-modern-auth?view=exchserver-2016#microsoft-cloud-architecture-for-hybrid-exchange-server-customers
- Edited by DennisMaurits Monday, November 11, 2019 8:34 AM Title
Monday, November 11, 2019 7:48 AM

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Hi DennisMaurits,

Would you please provide a more detailed Activesync log of yours? Do you mean that new emails won't show up in the 70 users' Outlook mobile app after enabling HMA?

The full hierarchy sync seem to be related to public folder which means the process of copying the public folder hierarchy between public folder mailboxes. The hierarchy replication is always from primary hierarchy public folder mailbox to secondary hierarchy mailboxes.

For details, you can refer to this link https://techcommunity.microsoft.com/t5/Exchange-Team-Blog/Introduction-to-Public-Folder-Hierarchy-Sync/ba-p/609344

Regards,

Beverly Gao

Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

Tuesday, November 12, 2019 7:46 AM

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Hi Beverly,

Yes that is correct no new emails are synced with HMA enabled.

We don't use public folders.

We use the following configuration:

https://docs.microsoft.com/en-us/Exchange/clients/outlook-for-ios-and-android/use-hybrid-modern-auth?view=exchserver-2016#microsoft-cloud-architecture-for-hybrid-exchange-server-customers

For 4000 users its working great.

Tuesday, November 12, 2019 1:32 PM

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Hi DennisMaurits,

Would you mind post the specific error message in your IIS log?

Have you tried disabling HMA, will the emails be synced?

Regards,

Beverly Gao

Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

Friday, November 15, 2019 11:35 AM

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Hi,

I am writing here to confirm with you how the thing going now?

If you need further help, please provide more detailed information, so that we can give more appropriate suggestions.

Regards,

Beverly Gao

Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

Thursday, November 21, 2019 8:42 AM

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Hi,

The issue is fixed with Premier Support.

Friday, November 22, 2019 12:59 PM

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Hi DennisMaurits,

It's nice to hear that the issue has been resolved and thanks for your sharing of updates.

Regards,

Beverly Gao

Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

Sunday, November 24, 2019 6:16 AM

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