iPhone Calendar not always syncing
Hi,
I have a user who reported that his iPhone Calendar is no longer syncing. He had updated his iOS earlier in the week.
First, we disabled the Calendar. Rebooted the iPhone. Re-enabled the Calendar. At that time, he thought it might be working again.
About a week and a half later, he reported the same issue. We removed the e-mail account from his iPhone then re-added it. A lot of his Calendar items didn't download into the Calendar. I rebooted his iPhone. No change - the rest of his stuff didn't seem to download to his Calendar. I removed his e-mail account from his iPhone a 2nd time then re-added it. Same issue. However this time, there were different Calendar items in the Calendar. His iPhone was on 3G. I put him on our company's wifi and everything appeared to download into the Calendar. I verified a week's worth of Calendar events with his Outlook. About an hour later, he called me and told me he was missing his contacts. I checked out the iPhone again. His contacts all appeared to be there but all of their names hadn't downloaded. He had put himself back on 3G. I reconnected him to the wifi and the names downloaded.
Later that week, someone else removed his e-mail account from his iPhone. It was re-added while the user was connected to the company wifi instead of 3G. Had the same issue with the contacts. This time, going back and forth between wifi and 3G didn't make a difference. It was fixed by toggling one of the Contact settings.
About a 2 weeks later, he reported the issue again. He had just got an event in his Calendar but it wasn't on his iPhone. He was on 3G. I connected his iPhone to the company wifi again and the Calendar event downloaded in about 60 seconds.
The user reported the issue again last week. I asked him to connect his phone to wifi and see if that made a difference. He said he did and it made no difference. (He was also out of the office so I can't verify how he was connected.)
I feel like there's an issue going on with the 3G. It's not practical for him to be on wifi all day. He's in and out of the office constantly.
Some background: he uses Office 2011 and his assistant uses 2016. They both enter and modify stuff in his Calendar. We use Exchange server 2010.
Does anyone have some suggestions, advice, anything?
Thanks!
I have a user who reported that his iPhone Calendar is no longer syncing. He had updated his iOS earlier in the week.
First, we disabled the Calendar. Rebooted the iPhone. Re-enabled the Calendar. At that time, he thought it might be working again.
About a week and a half later, he reported the same issue. We removed the e-mail account from his iPhone then re-added it. A lot of his Calendar items didn't download into the Calendar. I rebooted his iPhone. No change - the rest of his stuff didn't seem to download to his Calendar. I removed his e-mail account from his iPhone a 2nd time then re-added it. Same issue. However this time, there were different Calendar items in the Calendar. His iPhone was on 3G. I put him on our company's wifi and everything appeared to download into the Calendar. I verified a week's worth of Calendar events with his Outlook. About an hour later, he called me and told me he was missing his contacts. I checked out the iPhone again. His contacts all appeared to be there but all of their names hadn't downloaded. He had put himself back on 3G. I reconnected him to the wifi and the names downloaded.
Later that week, someone else removed his e-mail account from his iPhone. It was re-added while the user was connected to the company wifi instead of 3G. Had the same issue with the contacts. This time, going back and forth between wifi and 3G didn't make a difference. It was fixed by toggling one of the Contact settings.
About a 2 weeks later, he reported the issue again. He had just got an event in his Calendar but it wasn't on his iPhone. He was on 3G. I connected his iPhone to the company wifi again and the Calendar event downloaded in about 60 seconds.
The user reported the issue again last week. I asked him to connect his phone to wifi and see if that made a difference. He said he did and it made no difference. (He was also out of the office so I can't verify how he was connected.)
I feel like there's an issue going on with the 3G. It's not practical for him to be on wifi all day. He's in and out of the office constantly.
Some background: he uses Office 2011 and his assistant uses 2016. They both enter and modify stuff in his Calendar. We use Exchange server 2010.
Does anyone have some suggestions, advice, anything?
Thanks!
akahan
Is it possible that he has cellular data turned off on his phone, so when he's connected via 3G he's not getting any data? Settings/Cellular/Cellular
ASKER
Thanks for the reply!
I'll check that but I doubt it. There's never been an issue with his e-mail on the phone.
I'll check that but I doubt it. There's never been an issue with his e-mail on the phone.
Who is the cellular provider?
Is he using the current iPhone IOS (10.1.1)? I don't remember the specific versions of IOS that had this problem, but there definitely were issues of this sort in the past, particularly with recurring appointments.
Also, it is possible he actually has multiple calendars he's maintaining in Outlook (personal and business, for example), and he doesn't have them all set to sync or, alternatively, he doesn't have them all set to display in the iPhone, such that the calendars actually ARE syncing, but he is not seeing the entries in the iPhone display? You can check this by opening the calendar app on the iPhone, and pressing "Calendars" in the bottom center of the screen) to see which of the (possibly many) calendars the iPhone is syncing with are actually being displayed in the calendar display. To make sure they all are, press "Show All Calendars" at the top of that screen.
Also, it is possible he actually has multiple calendars he's maintaining in Outlook (personal and business, for example), and he doesn't have them all set to sync or, alternatively, he doesn't have them all set to display in the iPhone, such that the calendars actually ARE syncing, but he is not seeing the entries in the iPhone display? You can check this by opening the calendar app on the iPhone, and pressing "Calendars" in the bottom center of the screen) to see which of the (possibly many) calendars the iPhone is syncing with are actually being displayed in the calendar display. To make sure they all are, press "Show All Calendars" at the top of that screen.
When removing the mail account from the users device, have you removed the current activesync connection with this device relating to the exchange server?
If not, the next time you remove the account please delete this devices active sync connection with its mailbox in reference and when you set up the account again the active sync connection should be established once again.
If not, the next time you remove the account please delete this devices active sync connection with its mailbox in reference and when you set up the account again the active sync connection should be established once again.
ASKER
Thanks for the replies!
1. Verizon.
2. He is on 10.1.1. He only has one Calendar on his iPhone and "Show all Calendars" is enabled.
3. No, I will see if I can do this.
1. Verizon.
2. He is on 10.1.1. He only has one Calendar on his iPhone and "Show all Calendars" is enabled.
3. No, I will see if I can do this.
Is their iPhone LTE (4G) compatible? I'm wondering why an iPhone user does not automatically get LTE coverage...
I've seen a lot of common issues in this Apple KB and resolutions that worked for people. If you haven't seen this yet, give it a look through. https://discussions.apple.com/thread/6544887?start=60&tstart=0
As a last resort, have you tried removing the account, resetting network settings, then add back the account?
Go to Settings.
General.
Reset.
Reset Network Settings.
Enter passcode.
Reset Network Settings (This will delete all network settings, returning them to factory defaults).
I've seen a lot of common issues in this Apple KB and resolutions that worked for people. If you haven't seen this yet, give it a look through. https://discussions.apple.com/thread/6544887?start=60&tstart=0
As a last resort, have you tried removing the account, resetting network settings, then add back the account?
Go to Settings.
General.
Reset.
Reset Network Settings.
Enter passcode.
Reset Network Settings (This will delete all network settings, returning them to factory defaults).
ASKER
Hi,
Thanks for the suggestion and the link to the article!
I talked to Apple and Verizon as well last week. Apple says it's not their issue, it's a Verizon issue.
Verizon suggested I reset the network settings.
I got on the user's phone that day and reset his network settings. Initially, that didn't seem to fix it. I re-added him to our wifi. The Calendar still didn't seem to be updating. I then disabled then re-enabled the Calendar. No change. I then toggled him back to Verizon then back to our wifi and all of his Calendar items came down.
He's actually been out of the office since then. He reported last night that his whole calendar this week is blank. (I don't remember it being blank the last time I was on his phone.) I'm going to try deleting the current active sync connection then removing and re-adding his account.
Thanks!
Thanks for the suggestion and the link to the article!
I talked to Apple and Verizon as well last week. Apple says it's not their issue, it's a Verizon issue.
Verizon suggested I reset the network settings.
I got on the user's phone that day and reset his network settings. Initially, that didn't seem to fix it. I re-added him to our wifi. The Calendar still didn't seem to be updating. I then disabled then re-enabled the Calendar. No change. I then toggled him back to Verizon then back to our wifi and all of his Calendar items came down.
He's actually been out of the office since then. He reported last night that his whole calendar this week is blank. (I don't remember it being blank the last time I was on his phone.) I'm going to try deleting the current active sync connection then removing and re-adding his account.
Thanks!
ASKER
The user just contacted me and said his Calendar is working again today.
I believe he traveled out of the country. Maybe that effected his Calendar.
He's going to let me know how it goes. I'll keep posting.
I believe he traveled out of the country. Maybe that effected his Calendar.
He's going to let me know how it goes. I'll keep posting.
Thank you for the updates. If he is out of the country then is he using Verizon or WiFi? If he is using Verizon, then I imagine there are different rate coverages? For example, if his Verizon service is not capable of making calls outside of the United States (aka using Cellular Data too), then that would make sense nothing is showing up on his calendar until he connects to WiFi again.
ASKER
He was out of the country but he's back today. I'm not sure what he was on. When I reset his network settings, I suggested he try and stay on wifi and see if that helps. However, I have no idea if he's actually doing that or not.
Thanks for your help!
I'll keep posting.
Thanks for your help!
I'll keep posting.
ASKER
Hi,
The user reported the same issue on Friday afternoon. This time I deleted the account from his phone, deleted the device's active sync connection and then re-added the account to his phone.
Will keep updating the case.
Thanks!
The user reported the same issue on Friday afternoon. This time I deleted the account from his phone, deleted the device's active sync connection and then re-added the account to his phone.
Will keep updating the case.
Thanks!
ASKER
Hi,
Sorry there have been no updates. My user has been away for the holidays. He's not reported anything. I followed up but since he's away, I didn't really expect a response. He's expected back this week. I'd like the case to remain open until I can talk to him. Thanks!
Sorry there have been no updates. My user has been away for the holidays. He's not reported anything. I followed up but since he's away, I didn't really expect a response. He's expected back this week. I'd like the case to remain open until I can talk to him. Thanks!
Of course. In 14 days it will go inactive again and the participant closing process may begin again. If you keep commenting within that time frame it should belay this automated system.
ASKER
Thank you!!!
ASKER
The user reported last night that this is still an issue.
JT,
Are they using iPhone's calendar or Microsoft Outlook email and calendar?
If they are using iPhone's calendar, have them turn that calendar off for their Exchange account, and installed Microsoft Outlook app.
https://itunes.apple.com/us/app/microsoft-outlook-email-calendar/id951937596?mt=8
Let us know how that goes.
Are they using iPhone's calendar or Microsoft Outlook email and calendar?
If they are using iPhone's calendar, have them turn that calendar off for their Exchange account, and installed Microsoft Outlook app.
https://itunes.apple.com/us/app/microsoft-outlook-email-calendar/id951937596?mt=8
Let us know how that goes.
ASKER CERTIFIED SOLUTION
membership
This solution is only available to members.
To access this solution, you must be a member of Experts Exchange.
Yeah. That's a bummer. I too like using all the iPhone things it comes with, and want it to work all the time. I recently found out I cannot rely on the iPhone's calendar to update my Google calendar items :(
https://www.experts-exchange.com/questions/28995126/Why-do-I-still-get-a-notification-of-a-changed-or-deleted-calendar-notification-on-my-iPhone.html
https://www.experts-exchange.com/questions/28995126/Why-do-I-still-get-a-notification-of-a-changed-or-deleted-calendar-notification-on-my-iPhone.html
I also get the impression he thinks he needs a new phone.Which iPhone model is the phone?
ASKER
That stinks!
Yeah, ideally it would work like that! It would make everything much easier!
6S.
Thanks!
Yeah, ideally it would work like that! It would make everything much easier!
6S.
Thanks!
6S.Ah k. Well, if it was iPhone 5 or earlier I would have agreed to get a new iPhone, but I seriously doubt the iPhone being newer than 6s is going to resolve this. Sorry this didn't work out for you.
I recommend selecting your comment #a41972140 as the Best Solution and close your question out.
Regards,
ASKER
Thank you! I appreciate all you help.
ASKER
Nothing worked. The user is going to take his phone to the Apple Store.