Originally Posted by Michael0
yes the user works since several month for the company and have mails older than 12 days in his inbox
Are the emails actually in the Inbox Folder and not in a subfolder or another folder outside of the Inbox Folder?
Check the Redirection Settings for the user under the Email Tab on the BAS. Maybe tick all folders and try the activation again.
Also, has the device been wiped? Check there is enough free space on the device. ALT + SHIFT + H to display the Help Screen and scroll down to File Free