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Exchange 'push' stops working on iOS devices

Posted on 2014-04-16
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Last Modified: 2014-04-21
The issue: we have a client who was migrated from our on-prem Exchange servers into Office 365 and Outlook in the cloud. The client is an iPhone and iPad user, with his mailbox setup on both in the Mail app; all was well until this last weekend.

At that time, he noticed that if the mail app was closed, or was not the foreground app on his iOS devices, mail wasn't being delivered to the device - when new messages arrived, the unread message indicator in the app badge was not incrementing and when he opened the Mail app, a number of messages would be delivered.

So in effect, if he doesn't keep the mail app in the foreground, and check it manually, new messages aren't being delivered and he's not keeping up.

We confirmed mail settings for his Exchange account were still set to Push; we added his Exchange account to another iPad and another iPhone, and the same symptoms were exhibited there. We put another Office 365 account on that same iPad and the issue did not affect that user.

Open to your ideas and thoughts - anyone seen this, before?
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Question by:RobertAtFox
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Alan Hardisty earned 500 total points
ID: 40006026
Sounds like you've taken all the sensible steps to isolate the issue which appears to be a mailbox issue.

How did you migrate to Office 365 and what happened at the weekend to change anything?

There are no mailbox repair tools available on Office 365 so you may need to call their support and see if they can move the mailbox to another database which should lose any corrupt items in the process.

Alan
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Author Comment

by:RobertAtFox
ID: 40013461
Alan,

We migrated in January and February; I don't have the details on how it was done, my area is more deskside, but it was stable for this client for several weeks. So far as we know, nothing changed over the weekend, but I can't rule out the possibility that something changed in O365 - Microsoft has been making changes from what I understand as time goes on, to address issues.

We will try moving the mailbox as you recommend. Thanks for your help!
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