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  • Exchange Activesync Heartbest Interval

    Hello everyone,

    I have a problem with one of our phones not getting email with the direct push setup until hours later.

    Phone: Treo700Wx
    Carrier: Verizon
    Exchange: SP2

    The problem that I am having with this phone is that email are not comping to the phone for long periods of time. For example I have an email that is set every night at 9:45 to my email account. Almost every night my phone will not pick up this email until hour or two hours later . I have checked all the settings on the phone including peak times and everything else. All this seems to be setup just like all the other phones in the company.

    The only thing that I can figure is that the heartbeat intervals is not being adjusted like it should?? I am wounding if anyone else has ever seen this problem and if so how can it be fixed or if it could be something else.

    If you need anymore information please let me know.

    Thanks,
    Joey

  • #2
    Re: Exchange Activesync Heartbeat Interval

    Presuming that you have the device set to as items arrive, you should get traffic at regular intervals, even if the heartbeat was giving you problems.

    Furthermore if there is a problem with the heartbeat then it should be logged in the event viewer of the Exchange server.

    If you have other devices in the company that work correctly, then I would doubt if it was the heartbeat. If the heartbeat was giving problems then all the devices would have the issue.

    Have you hard reset the device and configured it again from scratch?

    Simon.
    --
    Simon Butler
    Exchange MVP

    Blog: http://blog.sembee.co.uk/
    More Exchange Content: http://exchange.sembee.info/
    Exchange Resources List: http://exbpa.com/
    In the UK? Hire me: http://www.sembee.co.uk/

    Sembee is a registered trademark, used here with permission.

    Comment


    • #3
      Re: Exchange Activesync Heartbeat Interval

      Simon thanks for the reply.

      I do have the device set to as items arrive. I also checked the exchange server and found no errors of any kind. Today I have done a hard reset to check and see if that would helps things out. After doing the hard rest I'm in still getting the same problem. I can send an email and phone will not pick it up. I let the email sit in the account for over an hour and the phone still didn't pick it up. I then hit the menu button and did a manual send a receive and the email came in.

      One thing strange that I have noticed is that if I do a send and receive and then send a email shortly after, everything works just fine. If I let the phone set there for 20 to 30 min and try to send a email it will not come through right away. It's almost like the data connection isn't really working. I tried calling Verizon but that lead to no where!

      This is getting really frustrating because I can't figure out if its the phone or my exchange server.

      Thanks,
      -Joey

      Comment


      • #4
        Re: Exchange Activesync Heartbeat Interval

        Do you have other devices connecting to the server?
        If you do and they don't have the problem, then it is not an issue with either Exchange or your firewall.

        In most cases problems with sync not happening is a firewall getting in the way. HTTP is not designed to hold a connection open and some firewall devices take exception to that behaviour.

        Simon.
        --
        Simon Butler
        Exchange MVP

        Blog: http://blog.sembee.co.uk/
        More Exchange Content: http://exchange.sembee.info/
        Exchange Resources List: http://exbpa.com/
        In the UK? Hire me: http://www.sembee.co.uk/

        Sembee is a registered trademark, used here with permission.

        Comment


        • #5
          Re: Exchange Activesync Heartbest Interval

          yes I have two other phones connected to the Exchange (Mortola Q and another Treo700 WX). The person with the other Treo 700 said that he hadn't paid any attention to it. I asked him to try and look what times he was getting the email compared to the data stamp on the email. He should be getting back with me tomorrow. As for the person using the Q he said that he gets his email really fast. He even said that a lot of times he gets his email on his phone before they come through on his Outlook on his PC.

          Do you think that this could be a Treo problem with the software. I wouldn't think that this would be the case because the program is stilled the same using Active-Sync.

          Thanks,
          -Joey

          Comment


          • #6
            Re: Exchange Activesync Heartbeat Interval

            Not unusual for the email to arrive on the handheld before Outlook. That happens to me all the time.
            That would tend to indicate that the push technology is working correctly, unless the user has changed their sync time to every minute or something like that.
            Don't forget that users will often see a problem, find their own fix and then forget that they made that change.

            Simon.
            --
            Simon Butler
            Exchange MVP

            Blog: http://blog.sembee.co.uk/
            More Exchange Content: http://exchange.sembee.info/
            Exchange Resources List: http://exbpa.com/
            In the UK? Hire me: http://www.sembee.co.uk/

            Sembee is a registered trademark, used here with permission.

            Comment


            • #7
              Re: Exchange Activesync Heartbeat Interval

              OK still don't know what to do. My phone still keeps getting email late. Sometime I will get them in 30 seconds other times I will not get them for 2 hours. The signal strength is good and it seems that all other phones are working pretty well. The Q seems to work the fastest, getting emails almost as soon as the exchange gets them. The two Treo 700wx seem to take longer for some reason. I guess I wondering is there is some setting on the Exchange or on the phone that maybe I'm missing?

              Thanks,
              -Joey

              Comment


              • #8
                Re: Exchange Activesync Heartbeat Interval

                Are the phones on the same Mobile phone network?
                If all of your devices were having problems, then I would look at the Exchange server. The fact that they are not, would rule out the Exchange server as being the problem.

                On some of the Windows Mobile devices there is an option to enable push technology, even when you have ActiveSync set to As Items Arrive. Have you checked that?

                Simon.
                --
                Simon Butler
                Exchange MVP

                Blog: http://blog.sembee.co.uk/
                More Exchange Content: http://exchange.sembee.info/
                Exchange Resources List: http://exbpa.com/
                In the UK? Hire me: http://www.sembee.co.uk/

                Sembee is a registered trademark, used here with permission.

                Comment


                • #9
                  Re: Exchange Activesync Heartbest Interval

                  Yes all phones are using the same network "Verizon".

                  I looked through all the phones settings but didn't find anything that said enable push technology. I also did a Google search but nothing came up with that either. I'm beginning to think that there might be something wrong with the phone but just not making any sense.

                  One thing that I did do was go to www.ipchicken.com with my cell phone Internet browser. Once I had that IP address I issued a ping command to the phone with my computer with a -t at the end. During the first couple of requested the packets came back after that the request time-out for a few mins. Then it would pick back up for a few more packets and then drop back out before coming completely unpingable. This happens with 5 bars of signal or 2!

                  Thanks,
                  -Joey

                  Comment


                  • #10
                    Re: Exchange Activesync Heartbeat Interval

                    I would be very surprised if ping of a mobile phone would actually work. Here in the UK at least two providers use NAT and 10.x.x.x IP addresses for devices on their network.
                    Mobile phone data doesn't work in quite the same way as regular data, so things you expect to work, don't.

                    Have you tried the emulator on a desktop to see if things work?
                    Have you checked to see if the service provider has an updated software image for the phone and reflashed the phone?

                    Simon.
                    --
                    Simon Butler
                    Exchange MVP

                    Blog: http://blog.sembee.co.uk/
                    More Exchange Content: http://exchange.sembee.info/
                    Exchange Resources List: http://exbpa.com/
                    In the UK? Hire me: http://www.sembee.co.uk/

                    Sembee is a registered trademark, used here with permission.

                    Comment


                    • #11
                      Re: Exchange Activesync Heartbest Interval

                      New update:

                      The other users that has the Treo700wx just like mine is also noticed that he has the same problems. Emails are not coming to sometimes 30 mins to 1 hour later on his phone. I tired installing the emulator on my PC but it will not work with vista 64bit. I will need to setup a virtual and just haven't had time to get that working yet.

                      It's strange that it works sometimes and other times it doesn't. Oh yeah one other thing what type of setting should I look for on the firewall for timeout period. I see something call "Default Connection Timeout" and its set to 5 min could this be the problem?

                      -Joey
                      Last edited by joey304; 3rd May 2007, 16:00.

                      Comment


                      • #12
                        Re: Exchange Activesync Heartbest Interval

                        It doesn't surprise me that the emulator doesn't install on Vista 64 bit. As far as I can tell very little will install on the 64 bit OS, and put in Vista as well and you have a zero chance of success.

                        I will not be moving my workstations to Vista for a very long time.

                        That firewall setting could be the cause. The reason it could be working is because something happens to maintain the connection. Then nothing happens and the firewall drops the connection again.

                        Simon.
                        --
                        Simon Butler
                        Exchange MVP

                        Blog: http://blog.sembee.co.uk/
                        More Exchange Content: http://exchange.sembee.info/
                        Exchange Resources List: http://exbpa.com/
                        In the UK? Hire me: http://www.sembee.co.uk/

                        Sembee is a registered trademark, used here with permission.

                        Comment

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