Troubleshooting Tips for the HTC
Troubleshooting Tips for HTC Android OS devices.
We have seen, as others on the internet, that HTC phones have problems connecting to Exchange 2010. This problem is not unique to UNT, and we do have some cases where it does work, though not all.
1) Go to testexchangeconnectivity.com and perform the ActiveSync test. Use the default settings, do not check any other boxes other than the one to accept the terms of the test. In every instance where we have tested this, the test has come back positive. We are running this test to establish that your account is working with ActiveSync.
You will want to remove this pairing by opening webmail.unt.edu > selecting options > see all options > phone > mobile phone. Choose the testexchangeconnectivity ASync pairing from your account and delete it by clicking the black "X" icon in the menu.
2) The UNT Helpdesk has a page on setting up the HTC phone, we confirm that the settings are correct. If you are unable to connect using webmail.unt.edu, you may also try using autodiscover.unt.edu.
3) Delete and recreate the email profile on your phone. If this is a new device, then you are probably creating a profile for the first time. Try step 2.
4) Some users report that the Android product "Touchdown" has positive results. We have not tested this personally, as we do not have a touchdown device to test with. The product is $20 and there is no reimbursement for it. We do not endorse this product, support it, or warranty its functionality. Use at your own risk.
5) Remove any ActiveSync pairing from your Exchange account, and recreate the profile on your phone (step 3).
You will want to remove this pairing by opening webmail.unt.edu > selecting options > see all options > phone > mobile phone. Choose the ASync pairing from your account and delete it by clicking the black "X" icon in the menu.
6) When trying to create your profile, at the point when it asks to sync calendar and contacts, make sure all the boxes are deselected, and that you are choosing no options. If this succeeds, then go back into your profile and sync each one separately by selecting the checkbox(s).
7) If you have complete all the steps above, please contact your HTC provider for support.