Sorry - the question left me a little confused.
Is this the only mobile device / user having the problem or is this a general problem?
What version of Exchange are you using?
What Anti-Virus software is being used on the Exchange server and is it set to ignore the Exchange Structure?
It could be one of the following problems:
- Problem with the device - in which case, delete the account on the phone and set it up again.
- The user account is messed up, in which case either move the account or repair the store.
- IIS settings are not setup properly.
- Anti-virus Background scanning is not enabled and this often messes up the sync. A registry key addition can resolve this one.
Let me know the Exchange version and I will give specific advice.
If you are using Exchange 2003 - let me introduce you to my article:
http://www.experts-exchange.com/articles/Software/Server_Software/Email_Servers/Exchange/Exchange-2003-Activesync-Connection-Problems-FAQ.html
Either way - visit https://testexchangeconnectivity.com and run the Exchange Activesync test (not the one with autodiscover), manually specify the server settings and run the test. If the report does not pass - please report back the results.