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Reset ActiveSync ID

You can reset a device’s ActiveSync ID stored in Sophos Mobile if it doesn’t match the ID sent by the mail app.

This feature only applies if your managed devices route mail traffic through the Sophos Mobile EAS proxy. See Sophos Mobile EAS proxy.

Restriction

You can only reset the ActiveSync ID of an Android device, iPhone, or iPad.

Mail apps identify themselves by an ActiveSync ID. If that ID matches the value stored in Sophos Mobile for a device, and if the username sent by the app matches the device user, Sophos Mobile can associate the mail traffic with the device and filter it based on the device’s compliance status.

Mail apps may change their ActiveSync ID without notice. When this happens, Sophos Mobile can’t associate the mail traffic with a device and blocks it.

To resolve the issue, reset the device’s ActiveSync ID stored in Sophos Mobile. See Reset ActiveSync ID.

To view the ActiveSync ID stored in Sophos Mobile and the ID sent by the mail app, see View ActiveSync ID.

Note

On Android devices, users can reset the ActiveSync ID sent by Gmail with the Change Exchange email app action in Sophos Mobile Control.

Reset ActiveSync ID

To reset the ActiveSync ID stored for a device in Sophos Mobile, do as follows:

  1. On the menu sidebar, click Devices.
  2. On the Devices page, click the down arrow next to the device and click Show.
  3. On the Show device page, click Actions > Reset ActiveSync ID.

  4. Under Device property to reset, select one of the following options:

    • ActiveSync ID - This resets the ActiveSync ID sent by the native mail apps, Gmail for Android and Mail for iOS.
    • ActiveSync ID Outlook - This resets the ActiveSync ID sent by Microsoft Outlook.

  5. Click OK.

The next time the mail app contacts the Sophos Mobile EAS proxy, Sophos Mobile stores the new ActiveSync ID.

View ActiveSync ID

You can view the ActiveSync ID stored in Sophos Mobile and the ID sent by the mail app.

Sophos Mobile

To view the ActiveSync ID stored for a device in Sophos Mobile, do as follows:

  1. On the menu sidebar, click Devices.
  2. On the Devices page, click the down arrow next to the device and click Show.

  3. Go to the Device properties or the Custom properties tab.

    You find the ActiveSync ID in one of the following properties:

    • On the Device properties tab, the ActiveSync ID reported property contains the ActiveSync ID sent by the native mail apps, Gmail for Android and Mail for iOS.
    • On the Device properties tab, the ActiveSync ID Outlook property contains the ActiveSync ID sent by Microsoft Outlook.
    • On the Custom properties tab, the ActiveSync ID property contains the ActiveSync ID sent by Gmail after the user reset it with the Change Exchange email app action.

Mail app

To view the ActiveSync ID sent by the mail app, check the EAS proxy log, easproxy.log.

Here’s an example of a log entry. The mail app sends an ActiveSync ID AS1234567890, which Sophos Mobile can’t associate with a device.

INFO EASP_AS1234567890 smartphone_solutions.easproxy.ActiveSyncIdResolver failed to resolve active sync id 'AS1234567890', could not find a matching device.