Sometimes a corrupt profile on the server can cause issues with using ActiveSync to view your email on your mobile device.  To resolve the issue, remove the mobile device profile using the Microsoft 365 web site.

  1. On your device, remove the ActiveSync/Exchange account for Microsoft 365.
  2. Log in to Microsoft 365 Outlook on the web.
  3. Click the Outlook icon
  4. Click Mail.
  5. Click on the Gear in the upper-right corner, then search for Mobile Devices
  6. Click on the Mobile Devices search result
  7. On Mobile devices page, you should see your device(s) listed.  Select the device that is having issues connecting and click the   icon to remove the profile.
  8. Log out of Microsoft 365 Outlook on the web, then re-configure your mobile device for your email account.

Contact the ITS Help Desk if you have questions or need assistance with this process or configuring your device for Microsoft 365.

Article number: 
2158
Last updated: 
September 19, 2023
Category: