I found a workaround for the problem:
On the Android phone you need to setup a device password, after doing this it worked for my clients. You should have a device password at all times anyhow!
The phone is running android 2.2(Froyo) and has built-in ActiveSync, so normally this would be a walk in the park to configure... Well guess again, after trying 20 times the phone wouldn't connect, so I googled around a bit and turns out it's android's implementation of ExAS not being fully compatible with exchange...
go figure... So after reading a lot of docs and testing for about 2 hours, it turns out that there is nothing wrong on the exchange side. The phone is connecting, authenticates but then it goes wrong because Exchange sends the phone an "ActiveSync policy" which you define in exchange server. But for some reason the phone either:
A doesn't know what to do with the policy
B doesn't send a proper message to exchange telling it that it is provisioned
Now after some more testing it turns out that if you look in the webmail for the person with that phone, under options-->settings-->phone-->you can see the phone and it will say "android" nothing more...
also the phone will most likely be in blocked status.(at least it was SOMETIMES not always with mine, sometimes it would say access granted, but nothing happens.)
Now as I became tired of troubleshooting and upgrading the android FW was not an option for the moment, I just regressed and downloaded "Touchdown" (30 day free trial before you have to pay 15$)
And guess what, it started sync right away!!
I'll try and upgrade the phone next week and let you know how it goes...
in the meanwhile, here are some articles addressing this issue:
http://social.technet.microsoft.com/Forums/en-US/exchange2010/thread/fa8f3203-2452-4cd0-ab9d-30502c3dfbea/
http://social.technet.microsoft.com/Forums/en-US/exchange2010/thread/bcc50ce4-0c97-4851-987d-1f5080d7942b
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