“The ActiveSyncDevice cannot be found” in Exchange 2010 while removing a

Users prefer to sync their email with all their devices. The total of home and work devices can easily exceed the default limit of 10. Especially when they are ‘techy’ and buy/sell new devices whenever they want. :)
When users have linked a total of 10 devices (including retired devices), they can remove unneeded / retired devices by using OWA.
However, if a user is moved in Active Directory between the moment they set up partnership with their mobile Phone and the moment they want to remove the partnership, they may receive an error.

If you, as an Exchange administrator, want to remove the device partnership using the Administrator Console (GUI), you will also receive the error:

The ActiveSyncDevice fqdn/ou/ou/username/ExchangeActiveSyncDevices/iPhone§ApplXXYYZZ cannot be found.
Click here for help… http://technet.microsoft.com/en-US/library/ms.exch.err.default(EXCHG.141).aspx?v=
Exchange Management Shell command attempted:
Remove-ActiveSyncDevice -Identity ‘fqdn/ou/ou/username/ExchangeActiveSyncDevices/iPhone§ApplXXYYZZ’

Exchange 2010 error remove mobile phone
Exchange 2010 error remove mobile phone

This error occurs because the device has moved to another location in Active Directory.
The trick in this issue is to remove the device on its GUID.

  1. First, open the Exchange Management Shell
  2. Run the following cmdlet: Get-ActiveSyncDeviceStatistics -Mailbox emailaddress@yourdomain.com
  3. Find the device you want to remove, and copy paste the GUID
  4. Run the following cmdlet: Remove-ActiveSyncDevice -Id 0215da00-227e-4470-a498-e4a44615a223  (replace the guid with your GUID)




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7 Comments on "“The ActiveSyncDevice cannot be found” in Exchange 2010 while removing a"

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Worked Great, Thank you for this post!

Ronnie Jorgensen

+1 this was perfect! thank you very much!


I don’t usually post comments on forum fixes. Actually never posted one, but this time I must say you are a life saver. Thank you


[…] Shell. With thanks to http://thoughtsofanidlemind.com/2014/01/15/eas-device-partnerships/ and http://www.itexperience.net/2014/07/18/activesyncdevice-found-exchange-2010-removing/ , the only way that really worked for me is by using Remove-ActiveSyncDevice -Identity with the […]


Great !!


to avoid this chaos working with command-line Exchange Management Shell, I suggest to use MFCMAPI tool.
easy GUI and works 100%.


Straight and to the point. this is a great fix for a complex issue.