Exchange ActiveSync device is blocked unexpectedly by ABQ list

  • Article
  • Applies to:
    Exchange Server 2016 Enterprise Edition, Exchange Server 2016 Standard Edition, Exchange Server 2013 Enterprise, Exchange Server 2013 Standard Edition, Exchange Server 2010 Enterprise, Exchange Server 2010 Standard, Exchange Online via Office 365 E Plans, Exchange Online via Office 365 P Plans

Original KB number:   3013802

Symptoms

After you perform a remote wipe or factory reset of an Exchange ActiveSync device, or after you restore the device from Backup, the Exchange ActiveSync client on the device can no longer synchronize with Exchange Server.

This issue occurs when one or more of the following conditions are true:

  • The Exchange ActiveSync organization setting for the default access level is set to Block or Quarantine.
  • There is an Exchange ActiveSync device access rule for which the access level set to Block or Quarantine.
  • The mailbox has the ActiveSyncAllowedDeviceID setting configured.

Cause

The Exchange ActiveSync client on these devices has a process that generates a Device ID when the first Exchange ActiveSync profile is created. By resetting the device, this removes any existing Exchange ActiveSync profiles and resets the Device ID.

Resolution

This behavior is by design. The new Device ID must be added to the mailbox's ActiveSyncAllowedDeviceIDs list.

More information

In this situation, the user receives a quarantine notification message that resembles the following:

Your mobile device is temporarily blocked from accessing content via Exchange ActiveSync because the mobile device has been quarantined. You don't need to take any action. Content will automatically be downloaded as soon as access is granted by your administrator.

You need to wait for me to check my messages before your device will be activated.

Information about your mobile device:

Device model:Virtual
Device type:DeviceType
Device ID:DeviceID
Device OS:Device OS
Device user agent:DeviceUserAgent
Device IMEI:Device IMEI
Exchange ActiveSync version:EASversion
Device access state:Quarantined
Device access state reason:Global

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