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Unable to access Exchange account after updating webOS 1.2.0

Unable to access Exchange account after updating webOS 1.2.0

Article ID: 71050

Important This issue has been addressed in webOS version 1.2.1 for Sprint. Check your phone for the latest Updates .

For end users

If your phone is currently running HP webOS software v1.2, you may encounter either of the following with some Exchange server configurations:

  • Trouble accessing your Exchange information on your phone
  • The following error message appears in the Email, Calendar, Contacts, and Tasks apps after setting up or adding an account that you previously deleted:
Sign in error message

If you encounter the situations described above, your IT administrator just needs to modify the security settings on the Exchange server to enable access to your Exchange account. Refer your IT administrator to the instructions in this article for details.

If your IT administrator cannot make the required changes, you can do either of the following:

  • Access your Exchange account using the Web app on your phone. Simply point the Web app to your Outlook Web Access (OWA) portal. If you don?t know the web address for your OWA portal, ask your IT administrator to provide this info.
  • Download and install the previous version of webOS (1.1.0). See Revert your phone to webOS 1.1.0

For IT administrators

Accessing Exchange accounts without requiring passwords

If the Required Password policy is not enabled on the Exchange server, and you do not want to enable this policy at this time, follow the steps in this section to enable users to access Exchange data on webOS phones:

  1. Open the Properties dialog box associated with the Exchange user?s security policy. Your current settings should look similar to the screen shown here. Remote wipe user screen 1
  2. Check the Required Password box.

    Note You will disable this setting later in the procedure, so don?t be concerned about enabling now.

  3. Check all three of the following sub-policy boxes:
    • Number of failed attempts allowed
    • Minimum password length
    • Time without user input before password must be re-entered (in minutes)
    Remote wipe user screen 2
  4. Set values for the three sub-policies you just enabled based on the Exchange users? usage patterns. (The values shown above are sample values.) See your Exchange Administration documentation for details.
  5. Click Apply.
  6. Uncheck the Require password box only.
  7. Click Apply again and then click OK. The webOS phone can now sync with the server. Remote wipe user screen 2

Accessing Exchange accounts when requiring passwords

If the Required Password policy is enabled on the Exchange server, follow the steps in this section to enable users to access Exchange data on webOS phones:

Note These steps change the security settings for all accounts associated with this policy.

  1. Open the Properties dialog box associated with the Exchange user?s security policy. Your current settings should look similar to the screen shown here. Remote wipe user screen 1
  2. Check all three of the following sub-policy boxes:
    • Number of failed attempts allowed
    • Minimum password length
    • Time without user input before password must be re-entered (in minutes)
    Remote wipe user screen 2
  3. Set values for the three sub-policies you just enabled based on the Exchange users? usage patterns. (The values shown above are sample values.) See your Exchange Administration documentation for details.
  4. Click Apply and then click OK. The webOS phone can now sync with the server.