Tag Archives: Cell Phone

Setup email to Android phone – from an Exchange environment KB103988


Issue:  Setup email to Android phone (from an Exchange environment)

Common Description: “I need to have email setup on my Android phone.”

“My email stopped working on my phone.”

Probing questions:

What device is this going to? (this exercise is for Android phone only)

Gather info:

Email address. They will likely already have it.                     user@domain-name.com

Password if they don’t already have it.                                  Password

Server. This will be their OWA address                                  email.domain-name.com

Domain. Sometimes optional                                                 domain-name.com

Username                                                                                 user

Login to OWA and check SSL cert to be sure it’s valid.

Is this a working email account?

Steps to isolate: These are based on probing questions above, what to do to verify that the issue is what we think it is. (Actions to take- send a test message from account to itself, to test inbound and outbound mail; Check SPAM filter settings; Check AD groups)

The customer will know that the issue is email on their phone.

Steps to resolve:  Billable time, requires approval.

From Home screen  go to Applications -> Settings -> Personal -> Accounts and Sync

Add account -> Microsoft Exchange ActiveSync

Type the email address and password -> Next

Add the domain -> Next

If it fails you will have to Edit the details (there should be a popup with “Edit details” as an option)

Make sure the server name is correct.

Is the username the same as the email address?

Expired password?

If email stopped working on the device, often that issue is resolved by deleting and re-adding the account as well.

Additional considerations:

It is helpful to get the credentials and try this on a device of your own.