"Your account is no longer synchronized with your device. Check that your account settings are correct. If they are correct, contact your email service provider" displayed on the BlackBerry 10 smartphone

Article ID: KB34871

Type: Support Content

Last Modified: 09-13-2013

 

Product(s) Affected:

  • BlackBerry 10 OS
  • Enterprise Solutions
CollapseEnvironment
  • BlackBerry 10 OS version 10.0 to 10.1
  • Microsoft Exchange Server 2010 SP2 RU6 to SP3, and 2013
  • JI 456507
CollapseOverview

Email message delivery to the BlackBerry 10 smartphone is delayed or interrupted, and the following notification is received in the BlackBerry Hub:

Your account is no longer synchronized with your device. Check that your account settings are correct. If they are correct, contact your email service provider.

Note: This issue can occur when the account is configured on the BlackBerry 10 smartphone using Microsoft Exchange ActiveSync or when the smartphone is activated on BlackBerry Enterprise Service 10.

CollapseCause

This issue occurs when more than 200 items are included in a single Sync request, such as can be caused by the Delete Prior or Mark Prior Read options, due to a limitation on the Microsoft Exchange ActiveSync server.

Note: Prior to Microsoft Exchange Server 2010 SP2 Rollup 6/ Microsoft Exchange Server 2013, this limitation was not enforced on the server, so batches of more than 200 changes would not produce this error.

CollapseResolution

This is a previously reported issue that is being investigated by our development team. A resolution is currently unavailable.

CollapseWorkaround

Complete one of the following:

  • Ensure that fewer than 200 items are included when updating large batches of items from the BlackBerry 10 smartphone, either manually or via the Delete Prior or Mark Prior Read options.
     
  • Make changes to large batches of items via Microsoft Outlook or Outlook Web Access.
CollapseAdditional Information

For more information, see the following Microsoft Support links:

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Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.