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Sophos Mobile / EAS Email Error

Hello everyone,

I have the problem that I can't get email access on a smartphone. The error and informational messages are:

2023-04-24 08:00:29.448 [EAS] INFO ActiveSyncIdCache_EAS-AEVN - try to resolve active sync id "XXX" with username 'USERID'
2023-04-24 08:00:29.586 [EAS] ERROR ActiveSyncIdCache_EAS-AEVN - Mobile reported error while resolving XXX: found 2 matching devices, but should be exactly one
2023-04-24 08:00:29.965 [EAS] INFO ActiveSyncIdCache_EAS-AEVN - smc server could not resolve active sync id "XXX", next resolve will be at 2023-04-24T11:00:29.965+0200
2023-04-24 08:00:29.965 [EAS] INFO InboundHandler_EAS-AEVN - active sync id 'XXX' has permission UnknownActiveSyncId

The user himself does not have any Active Sync IDs in Exchange.
In addition to the device we are trying to connect, there is another tablet that can successfully access email.

There are a large number of people in my area who access both smartphones and tablets at the same time.

How can I approach a solution? I am thankful for every help.

Best regards,

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  • Hi Oliver,

    Thanks for reaching out to the Sophos Community Forum.

    I suggest checking if the following steps work for you. 

    • In the Sophos Mobile web console, edit one of the two devices assigned to that user.
    • Tick the box for the device.
    • Click Actions > Unassign user.
    • Proceed with the changes.
    • Perform email sync on the other device.
    • Once the emails are received after the sync, assign the user to the other device.
    • Save the changes.

    This is taken from the following KBA Authentication of email client error "Failed to resolve active sync id"

    Kushal Lakhan
    Team Lead, Global Community Support
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  • Good morning,

    Thank you for your reply. The KB article you quoted is known to me and I have already tried to carry out this scrap. Unfortunately, there is no "unassign user" item for the corresponding devices, so I cannot carry out these steps. Are there any further ways to carry that problem?

    Best regards,

  • Good Morning,

    Thank you for all replies and try to support!

    After some analysis, we were able to determine the problem: we incorrectly requested a client certificate for authentication, although none was distributed. We work with a Trusted Certificate. All new devices or the newly distributed e-mail client no longer contained the previous certificate and the devices were no longer legitimate.

    Unfortunately, the error message was quite misleading and only a Sophos partner came to this conclusion via detours.

    In the end everything works as it should. Solution: Disabling the requirement for a client certificate.

    Best regards,