We are thinking that he removed the Traveler profile. As a test, we completely wiped one of our iPhones but did not Delete the Traveler profile from Safari. The iPhone always appeared as one of the Devices in the Traveler database. After the restore, a re-sync worked perfectly.
The user's iPad did appear as a device yesterday morning in the Traveler database but later in the afternoon, the only device for that user was his iPhone. It was definitely not a 30 days of inactivity issue.
He is bringing the iPad in the office on Friday so we should have a better handle on what happened. Thank you for your input.
Feedback response number WEBB8UZRM7 created by Anita Myers on 06/06/2012