Mobile users not receiving emails that have attachments when working from home on Wi-Fi.
We are having an issue with mobile users not receiving emails that have attachments when working from home on Wi-Fi. Email without attachments are received without issue.
When users return to office and connect to wired network connection, all emails are received (including the ones with attachments that did not come in the day before when working from home on Wi-Fi).
The users are connected to office network through Sonic Wall Global VPN Client to access files and folders on servers, but email is hosted using Office 365 Business Essentials, email only. VPN is not required for them to access email. Outlook 2010 and 2013 on users laptops.
Any help is appreciated.
cja
When users return to office and connect to wired network connection, all emails are received (including the ones with attachments that did not come in the day before when working from home on Wi-Fi).
The users are connected to office network through Sonic Wall Global VPN Client to access files and folders on servers, but email is hosted using Office 365 Business Essentials, email only. VPN is not required for them to access email. Outlook 2010 and 2013 on users laptops.
Any help is appreciated.
cja
ASKER
Can the emails be seen and attachments accessed via Office 365 Web Mail? Yes, and emails come in on phones.
Are there any policies on emails that restrict access when coming from your non Office IP address? No.
Are there any policies on emails that restrict access when coming from your non Office IP address? No.
ASKER
I was just told by one user with the issue that he did get an email with an attachment, but it came in 3 hours after it was sent. He also said that Outlook shows "updating inbox" all day long, it does not show "all folders up to date". I'm thinking it may be a connection speed issue because other users did not have the issue who are using same Internet provider, but in a different area.
cja
cja
Hi,
Could it be either the SonicWall client or your Windows host firewalls doing something when working outside of the Office? I.e. you'll be on public or private profiles as opposed to Domain (assuming you have Windows DCs).
What AV product are you using - is this location aware and does it enforce different policies when outside of the office which might, for example, interfere with email?
Could it be either the SonicWall client or your Windows host firewalls doing something when working outside of the Office? I.e. you'll be on public or private profiles as opposed to Domain (assuming you have Windows DCs).
What AV product are you using - is this location aware and does it enforce different policies when outside of the office which might, for example, interfere with email?
With those last comments added ("updating") it sounds like it's a coincidence that the office network is probably fast, while almost all employees have slow internet at home.
The continuous updating usually only happens if you have CACHED mode enabled.
Try again with CACHED mode DISABLED!
Use this guide (which is for turning it on. Obviously, you can follow it to TURNING IT OFF as well): https://support.office.com/en-us/article/turn-on-cached-exchange-mode-7885af08-9a60-4ec3-850a-e221c1ed0c1c
The continuous updating usually only happens if you have CACHED mode enabled.
Try again with CACHED mode DISABLED!
Use this guide (which is for turning it on. Obviously, you can follow it to TURNING IT OFF as well): https://support.office.com/en-us/article/turn-on-cached-exchange-mode-7885af08-9a60-4ec3-850a-e221c1ed0c1c
ASKER
Could it be either the SonicWall client. Sonic Wall client is not required when using Outlook since Exchange server is hosted by Microsoft.
The continuous updating usually only happens if you have CACHED mode enabled. This does not happen when user hard wires from home.
I just tested it using office Wi-Fi (which is outside our network) and it worked fine. I think it is a latency issue.
The continuous updating usually only happens if you have CACHED mode enabled. This does not happen when user hard wires from home.
I just tested it using office Wi-Fi (which is outside our network) and it worked fine. I think it is a latency issue.
Hi,
Whilst the Sonic Wall client isn't required, it doesn't mean that it hasn't installed some drivers or other software which can impact the way the device behaves even when not connected to the VPN - that was my meaning when I posed the question and for example, is it using the latest SonicWall client.
Since it works fine when wired but not on Wi-FI sounds like either the Wi-Fi router, Wi-Fi adapter driver or range/signal to the router is poor. If it's a dual band routed they are using the the laptop supports 2.4 and 5Ghz, ask them to connect to 5GhZ.
Whilst the Sonic Wall client isn't required, it doesn't mean that it hasn't installed some drivers or other software which can impact the way the device behaves even when not connected to the VPN - that was my meaning when I posed the question and for example, is it using the latest SonicWall client.
Since it works fine when wired but not on Wi-FI sounds like either the Wi-Fi router, Wi-Fi adapter driver or range/signal to the router is poor. If it's a dual band routed they are using the the laptop supports 2.4 and 5Ghz, ask them to connect to 5GhZ.
Does this issue happen regardless of whether the users are using VPN? So if they're working from home and NOT using VPN, does the same issue persist?
What Cached Exchange Mode setting do you have?
What Cached Exchange Mode setting do you have?
ASKER
So if they're working from home and NOT using VPN, does the same issue persist? User is testing this tonight.
What Cached Exchange Mode setting do you have? "Use Exchange Cached Mode" is checked. I don't think this is the issue because other users with same set up did not have the issue.
What Cached Exchange Mode setting do you have? "Use Exchange Cached Mode" is checked. I don't think this is the issue because other users with same set up did not have the issue.
It looks like the definition has changed throughout this: Is your problem with ALL mobile users, or just ONE mobile user?
ASKER
Multiple mobile users, but not all.
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Kimputer
I will test this.
I will test this.
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Other users with faster connections or hard wire connections did not have the issue. All Outlook profiles are set the same way so it was the wireless connections being slow. Some users even lost their VPN connection due to wireless connection dropping off.
Thanks,
cja
Thanks,
cja
Glad I could help and thanks for the points.
ASKER
No Worries. Just an FYI. The user with the issue now cannot load webpages from home using wireless connection, it takes a long time. Hard wire works so it must be something with wireless on the router.
Can the emails be seen and attachments accessed via Office 365 Web Mail?
Are there any policies on emails that restrict access when coming from your non Office IP address?
Thanks.