Fix Empty Mailbox

Question

_{Sunday, March 15, 2020 8:00 PM}

Dears

I need your kind advice in the following issue:

I have exchange server 2016 and recently one of domain users had transferred from one department to another. It was required to prevent his access to his mailbox and user account so as usual I've disabled his domain account and mail address. After a couple of days I had to create a new account for him with new mailbox but It was required to give him the same login username. At first I have changed his login name in active directory then all his new account and new mail were created correctly without any problems. But the problem is when I try to add his mail account to android outlook app he logs in successfully but his mailbox stays empty and doesn't retrieve any mails from the server. Also, he cannot send any email from his mobile device.

Is there any process can I do in order to fix this issue?

Thanks in Advance

All replies (8)

_{Wednesday, March 18, 2020 8:37 AM ✅Answered}

I already tried this method and tried to add the mail account to different devices but it is still empty and can't send emails.

I am going to delete this mailbox and try to create it again hoping that it will work.

_{Friday, March 20, 2020 5:58 AM ✅Answered}

Thanks for your sharing. Here is a brief summary about this thread.

Issue Symptom:

I have exchange server 2016 and recently one of domain users had transferred from one department to another. It was required to prevent his access to his mailbox and user account so as usual I've disabled his domain account and mail address.

After a couple of days I had to create a new account for him with new mailbox but It was required to give him the same login username. At first I have changed his login name in active directory then all his new account and new mail were created correctly without any problems.

But the problem is when I try to add his mail account to android outlook app he logs in successfully but his mailbox stays empty and doesn't retrieve any mails from the server. Also, he cannot send any email from his mobile device.

Possible Cause:

The mailbox address is the same as the disabled account in AD and Exchange server.

Solution:

Delete this mailbox and try to create it again.

Regards,

Lydia Zhou

Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact [email protected].

_{Monday, March 16, 2020 3:13 AM}

Hi,

What's the detailed version of your Exchange 2016? You can check with the following command:

Get-ExchangeServer | Format-List Name,Edition,AdminDisplayVersion 

Do you check with Outlook and OWA as well? Please check if the user can send and receive emails successfully with Outlook and OWA.

What errors do you get when send emails with Outlook for Android? You can post the screenshot here, and don't forget to cover your personal information.

Please make sure the user is using the latest version of Outlook app. 

Wait for a while and check again. It may take some time to connect to Exchange server, since it's the first time to login with the mobile. Also, go to EAC to verify if the device is get quarantined. 

Regards,

Lydia Zhou

Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact [email protected].

_{Monday, March 16, 2020 8:59 AM}

Thanks for responding,

I have the enterprise edition version 15.1

it just says unable to send email, no error code or any helpful details, and I am not sure about the time because I've added this mail to outlook app for more than an hour.

in my case I have created the same email address but assigned it to different active directory user, I believe that this might caused a conflict to ActiveSync.

I would try to find the device ID on the server in order to know with which mailbox or account it is really connected.

and web mail and desktop outlook is working properly, the problem is just at Android and IOS devices.

_{Tuesday, March 17, 2020 7:17 AM}

You can use this command to check the detailed version:

Get-ExchangeServer | Format-List Name,Edition,AdminDisplayVersion 

Could provide more explanation for "I have created the same email address but assigned it to different active directory user"? Since there should not be one email address linked for user account at the same time. Please point out if I misunderstood.

Do other users in your organization have issues when using Outlook for Android/iOS?

You can go to EAC > recipients > mailbox feature > Mobile Device, or OWA > Options > General > Mobile device to check more information about the device connects to Exchange for this mailbox.

If it's convenient, you can try to use native mail app to test if the mailbox can work well with ActiveSync.

Regards,

Lydia Zhou

Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact [email protected].

_{Tuesday, March 17, 2020 8:34 AM}

I meant that there was an email "[email protected]" linked to a user in active directory which I had disabled from both exchange server and Active Directory, after a couple of days I created the same e-mail "[email protected]" but linked it to new user in active directory.

In this case email is working only on windows outlook.

All other accounts are working on both devices.

_{Wednesday, March 18, 2020 6:13 AM}

Since other user mailboxes work well with ActiveSync, there should be no issues with the configuration of ActiveSync on Exchange server side. 

Did the user add this account on this mobile before? If so, please remove the account from the user's mobile device thoroughly, then add the account again to check if it works.

Regards,

Lydia Zhou

Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact [email protected].

_{Thursday, March 19, 2020 7:43 AM}

That's OK. Please feel free to post back, if you have something to share.

Hope everything works well on your side. 

Regards,

Lydia Zhou

Please remember to mark the replies as answers if they helped. If you have feedback for TechNet Subscriber Support, contact [email protected].