topic Re: Exchange ActiveSync, “Could not open connection to server” in Z Series

Exchange ActiveSync, “Could not open connection to server”

Nathan_Elcoate — Thu, 03 Apr 2014 00:02:32 GMT

Hi,

Sony Xperia Z1 unable to open connection to Exchange Server unless connected to internal office WiFi.

It's like it can't resolve the mail server name by DNS.

However I also tried putting the mail server ip address in directly to the server name field and it still won't connect.

Any ideas as we have been having major Exchange issues with this phone ever since purchase but it's worse now since the 4.4.2 upgrade.

Email account works fine on Note 3 and iPhones. - Also works fine on Z1 with Touchdown installed so is a definate Sony issue.

Thanks.

Re: Exchange ActiveSync, “Could not open connection to server”

Rickard — Thu, 03 Apr 2014 09:00:31 GMT

I've heard of this before and it seems it was related to the proxy server used by the operator. I recommend that you see this thread and contact your operator to check this: http://talk.sonymobile.com/t5/Xperia-Z-ZL-ZR/Cannot-setup-ActiveSync-on-Android-through-3G/m-p/601823

Re: Exchange ActiveSync, “Could not open connection to server”

Nathan_Elcoate — Thu, 03 Apr 2014 20:35:40 GMT

Thanks Rickard, we will try that.

i can confirm it works on other Wifi as well, not only just the office Wifi as originally thought.

So that looks to be an APN settings issue/ Proxy like you say.

We will try that and report back what it was.

Re: Exchange ActiveSync, “Could not open connection to server”

Nathan_Elcoate — Tue, 08 Apr 2014 02:09:46 GMT

Well that didn't work, the APN settings are exactly the same on the same network, as my Note 3. Works on Samsung, doesn't work on Sony.

Any more ideas or when the issue will be fixed?

Re: Exchange ActiveSync, “Could not open connection to server”

Rickard — Tue, 08 Apr 2014 06:12:27 GMT

Have you tried without proxy/port-settings in your APN?

Re: Exchange ActiveSync, “Could not open connection to server”

Nathan_Elcoate — Tue, 08 Apr 2014 07:58:17 GMT

Yes there were none in there.

Re: Exchange ActiveSync, “Could not open connection to server”

Nathan_Elcoate — Tue, 08 Apr 2014 07:59:13 GMT

I even reset the APN settings to default and made sure the Telstra settings were exactly the same as the working handsets and the Proxy and Port were blank.

Re: Exchange ActiveSync, “Could not open connection to server”

Rickard — Tue, 08 Apr 2014 08:25:49 GMT

Would it be possible you you to try another SIM/subscription in your phone and see if that helps? If possible, also from another operator.

Re: Exchange ActiveSync, “Could not open connection to server”

Nathan_Elcoate — Tue, 08 Apr 2014 08:36:53 GMT

No as the handset is locked to that Provider and that Provider works in every other handset in the Company. iPhones, Galaxy S4's and Note 3's all work fine with same provider and same APN. As this is reported many times over in other threads it has to be a Sony firmware/ software issue.

Re: Exchange ActiveSync, “Could not open connection to server”

Rickard — Tue, 08 Apr 2014 09:01:07 GMT

It seems strange that this could be caused by the phone. It just moves data for the email app and ActiveSync so the issue indicates a connection problem. I did search a bit for this issue as well and i do find reports of it also on other phones with Telstra. One user who had the issue tried another SIM from Telstra and then it worked so it would be great if you could try that.

But if that doesn't help this must be specific for this operator and it's hard for me to test as we don't have this operator here. If it's an issue with a local operator it will be easier for your local support (http://www.sonymobile.com/global-en/support/contact-us/) to test and escalate this.

Re: Exchange ActiveSync, “Could not open connection to server”

Nathan_Elcoate — Tue, 08 Apr 2014 09:49:25 GMT

Thanks Rickard, I will try and take the phone down to the Telstra store on Friday and get them to check it all out.

I wanted to delete the APN's and manually key them in, but they are greyed out, and the only option is to reset to default, which just put them back the same again.

On the Note 3 and S4 we can delete and enter different APN settings but the Sony it doesn't look like it's possible so will have to take it to the Carrier... if they can't solve it, they might upgrade the phone to a Z2 as the Z1 now has intermittent volume and other issues since the KitKat upgrade also.

Re: Exchange ActiveSync, “Could not open connection to server”

Rickard — Tue, 08 Apr 2014 11:14:29 GMT

Can you explain more in detail what's greyed out?

If the phone is branded for the operator you might not be able to change/remove the defaults APNs.

Re: Exchange ActiveSync, “Could not open connection to server”

Nathan_Elcoate — Tue, 08 Apr 2014 22:00:45 GMT

That's right, the APN details are all greyed out and can't be changed. Also doesn't seem to be any way to delete the APN details and manually re-enter them.

Re: Exchange ActiveSync, “Could not open connection to server”

hazonfire — Wed, 15 Oct 2014 19:48:42 GMT

Have the same message as above on my sony Z3 when trying to add an outlook account- been reading the forum and pretty much followed the advice. The weird thing is my email was fine until yesterday and today I noticed that it hadnt sync'd since then. I get the message when using WiFi and 3G/4G. Gmail is working fine-Help?!

Re: Exchange ActiveSync, “Could not open connection to server”

Kevlarski — Thu, 11 Dec 2014 10:46:14 GMT

I get this error when I try to sync the second time on my work Exchange account. I have tried on WiFi and 3G (O2 UK). I can create an account and download the messages the first time but then get the error. I have tested on HTC One M7 and Google Nexus 7 and have no errors with those devices. Any help will be much appreciated. Thanks

Re: Exchange ActiveSync, “Could not open connection to server”

Kevlarski — Thu, 11 Dec 2014 10:49:39 GMT

Not sure if it was clear but if I delete and recreate the account it connects and downloads but then fails the second time. I have other accounts showing as Exchange (Microsoft Live accounts) that have no issues on any of the 3 devices.
HTC One has been tested on O2 using same sim card.

Re: Exchange ActiveSync, “Could not open connection to server”

Rickard — Wed, 17 Dec 2014 12:00:48 GMT

Sorry to hear that.

Could you please check what kind of server you have at your work?

Re: Exchange ActiveSync, “Could not open connection to server”

Kevlarski — Fri, 19 Dec 2014 17:55:09 GMT

Hi Rickard,
Sorry I didn't notice your response. We use Microsoft Exchange 2010. I have access to the server. I spoke to someone from Sony today and they sent me instructions to repair software using PC Companion but the link on the website gives a 404 error.
I am at the point of returning the phone as this is a deal breaker for me. I would prefer to resolve the issue.

Re: Exchange ActiveSync, “Could not open connection to server”

Kevlarski — Mon, 22 Dec 2014 16:17:43 GMT

I have today returned the phone after factory reset and updates did not work. I have swapped for another Z3 and it is working with Exchange. There is a system update to apply but I will wait to make sure everything works first and will report back if the update causes the issue to return. I have noticed that Exchange ActiveSync is mentioned in the update so I hope this doesn't break it again.

Re: Exchange ActiveSync, “Could not open connection to server”

Templecloud — Tue, 30 Dec 2014 19:09:26 GMT

I have the same problem - both at my home (BTHomeHub4 / BT broadband) and at the clinic where I work - also using BT broadband. The problem has been getting steadily worse for several months, as though something inside my Z1 is deteriorating. In the past if I have turned my phone off for a few minutes it was then able to connect to the server again, but today I have no email from either account and also no internet access even when I am standing over the HomeHub. My phone shows it is connected with the appropriate symbol but clearly isn't.

The fault isn't with the broadband / wifi as my laptop and Samsung phone (also on EE) are both fine. There is nothing else wrong with my Xperia - it is 18 months old but in good condition and hasn't been damaged in any way.

Any thoughts? The phone is virtually unusable in its present state...