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.”
What device is this going to? (this exercise is for Android phone only)
Email address. They will likely already have it. firstname.lastname@example.org
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
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?
If email stopped working on the device, often that issue is resolved by deleting and re-adding the account as well.
It is helpful to get the credentials and try this on a device of your own.