Home > Apple, Exchange 2010 > New IOS issue on Exchange Active Sync

New IOS issue on Exchange Active Sync

April 22, 2013

iOS device users locked out of Active Directory accounts

When a user changes their Active Directory account password, iOS devices prompt for the new password. The user enters in the new password. However, the device does NOT use the new password and continues to use the OLD password, which causes the account to be locked out.



Apple is aware of this issue, and customers should open an Enterprise level support case with Apple to pursue a fix in iOS.



On the device, open the Settings panel and edit the profile to force the new password to be used by the iOS device on the next connection.


Microsoft’s main Known ActiveSync Issues KB (http://support.microsoft.com/kb/2563324) has been updated to include this issue as issue 2.10.

  1. October 4, 2013 at 3:49:16 AM

    Well I think apple need to provide the solution as soon as possible because most of time the user need to change its password (for security reason). but if the account will be locked the user will fail to access their data and this will create a serious problem.

  2. Tammy
    April 4, 2014 at 8:45:43 AM

    I have a similar but different question if that makes any sense. Running Exchange 2010 in hosted environment. When users connect their Active Sync devices, they automatically get quarantined for about 15 minutes and then released. Recently, we are getting random calls that a week after a users device was quarantined and released, they get requarantined for no apparent reason. The only similarities we have been able to find is they are all Apple Products. Different OSs, Models, etc. Any idea??

    • April 4, 2014 at 8:54:23 AM

      Hi Tammy,

      I would check with your hosted provider as to why this is happening.
      Who is your hosted provider?
      Are the IOS versions all 6.x.x.x.x or also 7.x.x?

      • Tammy
        April 4, 2014 at 8:57:53 AM

        I work for the hosted environment and trying to figure out what is going on. 🙂 The IOS versions are random anywhere from the 6.? – 7.11. Only Apple Products but did find something I am researching further. Apparently, this can happen when migrating from 2003 to 2010 so confirming now where they originally came from. If you have any other insight, I am all ears. Thanks!

  3. April 4, 2014 at 9:03:05 AM

    Tammy –

    Since it’s your own environment, I can highly recommend using Log Parser Studio to get to the bottom of this; the program can be found here (free): http://bit.ly/1jaQt2g

    It has a specific set of query’s that should help you get to the bottom of this.

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