Skip to main content

Troubleshoot your Exchange Configuration

Updated

warning.png This information only applies to older generations of our software.

Applies to: Exchange 2007/2010/2013/2016/Office 365

Resolve issues with the Exchange integration by following the steps below.

Step 1: Check the Exchange error code on the display

  • “SSL handshake aborted…Connection reset by peer”
    • Check that the Android OS version on your display is Android 5 or higher.
    • Microsoft Office 365 enforces TLS 1.2 protocol which older versions of Android do not support.
  • “Connection error with Exchange: Unable to resolve host “(your host)”: No address associated with hostname”
    • Check that the EWS URL is correct
    • Check that your device have a working network connection. Press: Menu Icon -> Settings Icon -> General Device -> Wi-Fi Settings in the application.
    • If you are connected to a Wi-Fi network, disconnect and select the option “Forget Network”. Thereafter reconnect to the Wi-Fi network.
  • “Connection error with Exchange: Host name may not be null”.Or:“The request failed. The remote name could not be resolved:”
    • The EWS URL is incorrect. See FAQ -> Exchange/Office 365 -> Determining the Exchange Web Services (EWS) URL on how to check it.
  • “Connection error with Exchange: Not Found”
    • Make sure that the service account username is correct.
    • Make sure that the “Service Account Domain” field is empty. Domain name should only be entered if you use the old-style NETBIOS username format (DOMAIN\username).
  • “Connection error with Exchange: Unauthorized”.Or:“The request failed. The remote server returned an error: (401) Unauthorized.”
    • The service account password is wrong.
    • The username syntax is wrong. Check if your organization is using UPN (e.g. username@domain.com) or NETBIOS Style (e.g. DOMAIN\Username).
  • “Connection error with Exchange: The SMTP address has no mailbox associated with it.”Or:“ErrorNonExistentMailbox”
    • The room resource does not exist or is typed wrong.
  • “Connection error with Exchange: The specified folder could not be found in the store.”Or:“ErrorFolderNotFound”
    • Most likely the service account does not have FullAccess permission to the room resource. See FAQ -> Exchange/Office 365 -> Exchange room display powershell or ask your Exchange Admin to set the correct permission. Note! It may take up to one hour before permission changes take effect, so be patient.
  • “Connection error with Exchange: The restriction or sort order is too complex for this operation.”
    • Most likely the room resource in Exchange is corrupt. Delete and then recreate the room resource in your Exchange server to resolve this issue.
  • “Connection error with Office 365: Value 404 of type Java.Lang.Integer cannot be converted to JSONObject”
    • Room Display cannot establish an idle background connection to the Office 365 server, make sure that the properfirewall rulesare applied, including the Pushy service:
      • 1883 -> mqtt.pushy.me
      • 443 -> *.pushy.me
      • 443 -> *.pushy.io

Step 2: Check Android OS version on your device
Devices with Android OS 9 or newer:

  • If these criterions are met:
    • Android OS version is 9 or newer.
    • The integration method with Exchange is EWS.
    • The app is installed from Google Play.
  • Then install the app manually from our webpage by following these steps:

Devices with Android OS 4 or older:

  • If these criterions are met:
    • Android OS version is 4 or older.
    • The integration method with Exchange is EWS or Office 365 Connect.
  • Then connectivity issues are most likely caused by Microsoft enforcing TLS 1.2 which Android OS 4 do not fully support. Our recommendation is:
    • Contact your hardware supplier for a firmware upgrade to Android OS 5 or newer.
    • Replace your hardware with a device running Android OS 5 or newer.

Step 3: Run the Microsoft Remote Connectivity Analyzer
If you are still unable to resolve the issue follow the guide below to check with Microsoft’s servers.

      1. Go tohttps://testconnectivity.microsoft.com.
      2. Click “Service Account Access (Developers)” then “Next”.
      3. Fill in your Exchange information.
        • Add the name of the room resource under “Target mailbox email address”.
        • Add the account that has FullAccess permission to the room resource under “Service Account Username”.Note!The Service Account needs to have its own mailbox.
        • Select “Specify Exchange Web Services URL” and add your EWS address. For help on how to find it see FAQ -> Exchange/Office 365 -> Determining the Exchange Web Services (EWS) URL
        • Select “Test…” ->”Calendar”.

      4. Verify your identity then click “Perform Test”.
      5. If your configuration is OK you will see a “Connectivity Test Successful” message. If there is an error, find the code under “Test Steps”->”Additional Details” and check the list in step 1.

Related articles

Powered by Zendesk