In this article, we described some of the most common errors when setting up a mobile device with a mailbox using ActiveSync. Please find the instructions on how to connect your device using Activesync here.

The error 'Setup cannot finish. This server requires security features your phone does not support'

This information applies to Exchange 2010 mailboxes. This error occurs when there are too many mobile devices configured for the user's mailbox.

To resolve the issue:

  1. Log in to the user's account using Outlook Web Access (OWA).
  2. Navigate to Options > Phone.
  3. Review the devices that are connected, and remove any unneeded devices.
  4. Try setting up the device you were getting the error on one more time.

Inbox is not updating, 'Waiting for sync' message stuck when trying to open Inbox

The issue seems to appear after the Android 4.2 update and may be related to a new setting Auto-sync data which is not enabled by default.

  1. On your device, navigate to Settings > Data usage.
  2. At the top right of the screen click ... (More menu) button and enable Auto-sync data.
  3. Restart your device.

The error 'Client/Server Conversion error'

The solution below should permanently resolve this error on devices with the Android operating system.

  1. On the device, go to the Settings menu.
  2. Navigate to Applications > Manage Applications.
  3. Open the menu, select Filter, then select All to show all installed applications.
  4. For each calendar that shows up, select it and choose Clear Data in the Storage section.

The error 'Unable to open connection to server due to security error'

You may get this error on Samsung Galaxy SII Family phones.

  1. Look for Notifications on your device.
  2. There will be a notification for Security updates.
  3. Select all security options and let them update.

Note: If the account on a Galaxy phone is configured correctly, but you cannot get it to sync, try power-cycling the device.

Entering email address and password fails and you are not offered any other fields

This situation might occur with the Droid 4 with the latest software updates installed.

  1. Enter Domain\Username in the Email address field (the correct settings can be found in HostPilot > Users > select the user > Exchange > ActiveSync or My Services > ActiveSync).
  2. Enter your mailbox password.
  3. The options for Domain, Username, and Server will appear. You can continue setting up the account with the correct settings.


  1. Enter any other email address or a fake one.
  2. The options for Domain, Username, and Server will appear. You can continue setting up the account with the correct settings.
  3. Change the email address to the real one when the setup is finished.