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Understanding what s happening as a mobile device synchronizes with an Exchange mailbox is simple in concept and complex in execution. Much can go wrong between the point where a message is created in Outlook Mobile and the time it is submitted for sending on the server. When problems arise and the user calls the help desk, an administrator can work though the basic problem-solving steps with the user to ensure that the connection is working and nothing else obvious is awry. After that, it can be a challenge to understand what might be going wrong. To address the problem, Exchange maintains ActiveSync logs to capture details of the interaction between mobile device and Exchange. The contents of these logs describe the events that occur as the device connects and retrieves information. Logging is off by default, so if a problem occurs with a device, the user must click Start Logging in the Mobile Phones options to instruct Exchange to begin to capture the events. Once he has worked through the steps to re-create the problem, the user can stop logging and Exchange sends him the ActiveSync log as an attachment to a message (Figure 10-41).
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Figure 10-41 Exchange delivers an ActiveSync mailbox log for a mobile device.
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ActiveSync logs are in XML format (Figure 10-42), and their contents take some time to interpret. However, these logs are not really designed to be used by administrators. Instead, they are a diagnostic tool for Microsoft support personnel who have access to all of the coded information that might appear in a log and who can therefore figure out what happened between a device and Exchange during a connection.
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Figure 10-42 Viewing an ActiveSync mailbox log.
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Microsoft provides a set of emulator images for Windows Mobile 6.1 and Windows Mobile 6.5 devices that you can download to test connectivity for mobile devices (search for Windows Mobile Emulator Images ). An emulator is not yet available for Windows Phone 7 (released to manufacturing in September 2010), but should appear in due course. These emulators can be loaded into Microsoft Virtual PC and connected to your network to test that ActiveSync works as expected. If you run a large ActiveSync deployment, it s a good idea to set up these emulators to test against new roll-up releases and service packs of Exchange to ensure that no problem is introduced with the new server software. 10
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ActiveSync for BlackBerry
The traditional method to connect BlackBerry mobile devices to Exchange is to deploy RIM s BES. Although there is no doubt that BES works, it is usually expensive to license and requires a separate server infrastructure. In addition, BES defaults to using MAPI to access Exchange mailboxes and directory information and can generate a significant load on a mailbox server when it connects to fetch and send messages. In some scenarios, the load generated by a BlackBerry user can be three times or more that of an Outlook user. (Newer versions of BES support using Exchange Web Services instead, which helps performance at the cost of a bit more setup work for the BES administrator.)
Client throttling
Technology changes all the time, and solutions are now available (for example, www.astrasync.com) that use the ActiveSync protocol to connect BlackBerry devices to Exchange. ActiveSync is included in Exchange, so there is no need to license additional BES software or to deploy more hardware. The performance profile of an ActiveSync client is less than a BlackBerry, so if performance is an issue, a transition to ActiveSync might address the problem. Another advantage is that replacing BES with ActiveSync removes complexity from the infrastructure because all mobile devices will then use a single protocol that can be managed through Exchange. For example, you can enable or disable a mailbox to use ActiveSync through EMS or EMC, whereas a separate management utility is required for BES. The potential savings are somewhat offset by the need to buy and deploy ActiveSync client software, but these costs are usually dwarfed by the savings.
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