Two hours I will never get back

I decided to call Sprint customer support this morning and ask them to help me with Exchange Active Sync (EAS) on my Hero running Android 2.1. Before calling, I updated my Hero with the latest OS bits, and I tried to sync (ending up with the same error I have seen all along, which I detail in a post below). I then verified that my EAS policy was set so that it did not require a password.

I called Sprint and got a very nice tech support person (no names, because I do not fault these guys). He walked me through the email setup process on the device, resulting in the error. He then had my clear the local phone profile and essentially re-activate the phone on the Sprint network. Did that, and we tried email again. Same error. He then directed me to two different blog posts that outlined two different things that had been done by others to resolve the problem. I had already tried both, but I played along. One had me check the inherited permissions on my account in ADUC, and the other had me check the EAS policy settings in EMC. Neither fixed my issue. Same error. He then said he would like to connect me to HTC’s support line.

After waiting for a bit, I got a support tech from HTC (again, no names). He had me provide the device serial number, and he walked me through the email configuration process again. Same error. He then had me try to install the .CER files, using the default application that only sees .p12 files. When this failed, he suggested I download File Manager from the Market and browse to the SD card (where the .CER files are) and tap on them and try to install them that way. I did so, and when I tap the .CER file, I am presented with a box asking me which application I would like to use. Bottom line – I was still not able to install the .CER files.

The HTC tech then suggested that I download Touchdown from the Market. He said that it worked with EAS and that they were suggesting this for people having issues with the native Mail application.

I told him that I was disappointed in HTC for breaking EAS with the 2.1 update. I told him that I hoped that they would put out an update to fix this issue, like they did with the Evo. I told him that I was reluctant to pay an additional $20 (for Touchdown) when the phone is advertised as supporting “direct push for corporate email.”

If you have a Hero and can not get it to work with your Exchange Server (doing EAS), please call HTC support at 866-449-8358. Feel free to use the points I mention above to drive home this issue. I am going to try to get in touch with Google through work to see what they have to say about this.

More later.


About Tim Smeltzer
I am a husband, father, and technologist. While I am very much interested in almost all technology, my current area of specialty is secure mobile messaging. You will find me blogging from time to time on mobile technology - what I think is cool, what I think is not cool, and how to do things. Please be nice if you leave me comments. I am really trying to help!

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