To resolve this issue:
- Make sure that the Exchange Connector installer was downloaded from the corrected Hosted Mobile Security account. Installers downloaded from a different account will not be able to manage devices in your own account.
- Check if the Exchange Connector is properly installed on a supported machine that has domain administrator privileges to the Exchange Servers. Also ensure that the machine where the Exchange Connector was installed is powered on and can easily connect to the Exchange server.
- Go to Administration > Exchange Server Integration. On the administration console, make sure that the option "Enable this option to ensure only compliant devices access the Exchange server" is checked. In the same area, ensure that the Status indicator is set to “Normal”.
- Set the devices to "Quarantined" in the Exchange ActiveSync Access Settings. This is required so that the Exchange Connector will be able to issue a Block or Allow command to the managed devices.
- Open the internal Outlook Web Access (OWA) and then log in using an Exchange administrator account.
- Click the options on the top right corner of the window and then click See All Options. This will direct you to the Exchange Control Panel (ECP) website.
- Choose the Phone and Voice option on the left menu tree.
- Go to the ActiveSync Access tab and look for the device under the Device Access Rule.
- Make sure the access rule is set to “Quarantined” to enable the HMS Exchange connector to make the necessary changes.
The Allow or Block device access rule in the Exchange ActiveSync Access settings will take precedence over the HMS Exchange Connector commands. By setting the device to Quarantined, the Exchange Connector is free to decide to either Block or Allow the device from accessing the Exchange server data.