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Exchange 2010 constantly refreshing on iPhone 4S

We have had an ongoing problem with users complaining that their emails keep "refreshing" on their iPhones since we first migrated from Exchange 2003 to 2010.

The basic problem is that the user will go to their inbox, and the whole thing will disappear, and then "refresh" itself, reloading all of the emails.  If you have many emails in your inbox, this can take a while!  The problem can also occur on folders too.

We mostly have iPhone 4s, but also have some ipads and iPhone 4's.  We have not seen the same problem on the iPad or iPhone 4 strangely, even though they run the same ios.

Otherwise, mail on both Macs (Mac Mail, and Outlook) and PC's (Outlook) seems to be running well.  OWA also works fine.

The following remedies have been applied:
- complete erasure and restore of the iphone (seems to make a bit better, but issue still occurs)
- complete rebuild of Exchange 2010 server (this was needed for other reasons, but did not rectify the issue interestingly)
- Apple have suggested a few things on the iPhone side, but nothing has worked.

Could someone please step me through some diagnostics that could be used to try and get to the bottom of this once and for all.

Thanks.
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AndyB74
Asked:
AndyB74
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1 Solution
 
Alan HardistyCo-OwnerCommented:
What Exchange Service Pack / Rollup is installed on your Exchange Server?

What A/V software is installed on the Exchange Server (if any) and is it configured to ignore the Exchange structure?

Have you enabled A/V Background Scanning on the Exchange Server?
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AndyB74Author Commented:
We are running SP1, no rollups applied at this stage.  (version 14.1 build 218.15)
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Alan HardistyCo-OwnerCommented:
Okay - any reason for holding back on SP2 and then RU4 for SP2?

Might just fix your problem.
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AndyB74Author Commented:
I ran into some other problems when looking to apply SP2 (can't recall what is was now - but enough for me to decide it wasn't going to be a quick win).

Applying SP2 is almost like a full re-install of Exchange, which having just completed recently I was hoping to avoid.

Also, in answer to your other question - we don't have any AV installed at the moment on that box.
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Alan HardistyCo-OwnerCommented:
Okay - understood re SP2, but first rule with anything MS is bring the server up-to-date with updates which means SP2 and then RU4 for SP2.

Once that is in place then check the iPhone and see if the problem has gone away.

If there is no AV on the server, then that can't be interfering, so there isn't much else I can suggest that might be causing the problems.

I use Exchange 2010 with SP2 RU3 (need to put RU4 on) and don't have the same problem on my iPhone 4S.
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AndyB74Author Commented:
Am currently investigating a theory that it might be a time out value on our firewall, before committing to the SP2 upgrade.  (We have noted that the problem does not seem to occur on our internal network, but only on 3G).
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AndyB74Author Commented:
OK - we have now bought Exchange 2010 up to SP4 rollup 4, and put in place a Cisco 2821 router to do the NATing.

However, we still have the same issue.

I think this might be a TCP timeout issue on the firewall, since the problem DOES NOT occur on the local WIFI.

Does anyone know how to increase the default TCP timeout value on the Cisco 2821 router.
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Alan HardistyCo-OwnerCommented:
I would consider raising a fresh question for the Cisco router timeout value rather than ask it here.  Exchange Experts are not necessarily Cisco Experts, but if you ask a question in the Cisco zone, then you are more likely to get an answer.

Alan
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AndyB74Author Commented:
Update: it looks like the issue is with a 3rd party app called Onavo, which is supposed to compress data and save on data bills.  This app was installed on all phones when my predicessor first cut over to Exchange 2010.  (The time out values on the Cisco made no difference).  I've tested removing this app on 3 phones with users saying the problem has disappeared.
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Alan HardistyCo-OwnerCommented:
Aha - gotta love 3rd party Apps that break things.  Had a similar problem with a customer and an iCloud plugin to Outlook that made Outlook break appointment delegation and Contact telephone numbers!
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AndyB74Author Commented:
We solved the issue.
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