ccombs4569
asked on
Iphone Native Mail Client Syncing with Exchange 2010 Problems
Hello everyone. This is my first post, so I will do my best.
Our organization has around 14k Verizon iPhones of various models and IOS versions connected to Exchange 2010 SP3 via MobileIron. The issue is we have intermittent problems with email syncing with all of the phones. When opening the native Apple mail client, the iPhone tries to sync and sits there for several minutes before giving the error "cannot connect to the server for <mail account name>. Mail can try to repair these settings. Cancel. Repair." Clicking repair attempts to sync again and fails.
Putting phone in airplane mode and back seems to always fix the issue temporarily. The issues occurs on wireless or LTE. Using the MS Outlook client works perfectly and does not experience this issue. Unfortunately, we cannot move to the Outlook client because it is not free for enterprise use unless you are on o365.
Summary of Facts:
ConfiguratorLogs_iphone_withOUT_sync.txt
Our organization has around 14k Verizon iPhones of various models and IOS versions connected to Exchange 2010 SP3 via MobileIron. The issue is we have intermittent problems with email syncing with all of the phones. When opening the native Apple mail client, the iPhone tries to sync and sits there for several minutes before giving the error "cannot connect to the server for <mail account name>. Mail can try to repair these settings. Cancel. Repair." Clicking repair attempts to sync again and fails.
Putting phone in airplane mode and back seems to always fix the issue temporarily. The issues occurs on wireless or LTE. Using the MS Outlook client works perfectly and does not experience this issue. Unfortunately, we cannot move to the Outlook client because it is not free for enterprise use unless you are on o365.
Summary of Facts:
- Issue has been occurring for months now, but seems to be getting worse or just more people are complaining. It's hard to tell when it first started.
- When looking at the CAS logs for a user when the issue is actually occurring, there are no entries that I see for that user
- When doing a fiddler capture of the iPhone traffic when the issue is happening does not seem to give any good clues
- Capturing logs with configurator 2 when issue is occurring does give some possible clues, but maybe this is where some of you could help (
- logs attached with and without issue, same Iphone)
- Putting iPhone in airplane mode and back seems to always fix the issue temporarily
- Outlook client for Iphone has no issues
- The issues occurs on wireless or LTE
- MobileIron Logs do not show errors
ConfiguratorLogs_iphone_withOUT_sync.txt
ASKER
Thank you Kevin. I applied a separate throttling policy to a couple of mailboxes that I know have the issue on a daily basis and set the EASMaxConcurrency to 200. This did not fix the issue. I may be looking at CAS and Firewall timeout settings as a next step.
Anyone have other ideas? Thank you in advance.
Anyone have other ideas? Thank you in advance.
Would you be able to run this tool and share the results?
https://testconnectivity.microsoft.com/
Is your configuration setup as to how Mobile Iron recommends to setup Exchange configuration?
http://mi.extendedhelp.mobileiron.com/47/all/en/desktop/Exchange_ActiveSync_Configuration.htm
Last, here is a checklist from Verizon on how to trouble shoot this issue.
https://www.verizonwireless.com/support/knowledge-base-201943/
You may need to contact the MobileIron admin to check for issues with your devices.
Let us know what you find.
https://testconnectivity.microsoft.com/
Is your configuration setup as to how Mobile Iron recommends to setup Exchange configuration?
http://mi.extendedhelp.mobileiron.com/47/all/en/desktop/Exchange_ActiveSync_Configuration.htm
Last, here is a checklist from Verizon on how to trouble shoot this issue.
https://www.verizonwireless.com/support/knowledge-base-201943/
You may need to contact the MobileIron admin to check for issues with your devices.
Let us know what you find.
ASKER
Kyle, thank you for your reply. Give me some time to check out the articles you have supplied. In the meantime the Exchange CAS and MBX Keep Alive Times have been changed to 5 mins. This was recommended by Microsoft for the o365 hybrid configuration. I will be monitoring the sync issues on mobiles to find if that made a difference.
Also, it was found that our backup solution is making a lot of RPC connections because we do mailbox level backups.
Another interesting fact is we ordered some ATT iPhones(instead of Verizon) to test with and so far there are no issues with mail sync on them. In fact, you can swap SIM cards with a Verizon phone and an ATT phone; the Verizon phone with ATT SIM card in it will have no issues.
To makes things more confusing, the Verizon phone with its own Verizon SIM card will still have the mail sync issue even though it's using WiFi only. Doing this presumes to bypass the cell network I would think?
Also, it was found that our backup solution is making a lot of RPC connections because we do mailbox level backups.
Another interesting fact is we ordered some ATT iPhones(instead of Verizon) to test with and so far there are no issues with mail sync on them. In fact, you can swap SIM cards with a Verizon phone and an ATT phone; the Verizon phone with ATT SIM card in it will have no issues.
To makes things more confusing, the Verizon phone with its own Verizon SIM card will still have the mail sync issue even though it's using WiFi only. Doing this presumes to bypass the cell network I would think?
In fact, you can swap SIM cards with a Verizon phone and an ATT phone; the Verizon phone with ATT SIM card in it will have no issues.Does the problem persist when you put the Verizon SIM card in the ATT phone?
To makes things more confusing, the Verizon phone with its own Verizon SIM card will still have the mail sync issue even though it's using WiFi only. Doing this presumes to bypass the cell network I would think?
What happens if you go to Settings > Cellular and toggle it off then try the mail sync. What happens?
ASKER
Does the problem persist when you put the Verizon SIM card in the ATT phone?
The problems seems to occur, but we only tried it on one phone and for not that long. We would need to test this condition for a longer time to have a stronger conclusion.
What happens if you go to Settings > Cellular and toggle it off then try the mail sync. What happens?
Forcing Wifi only on the Verizon phone does not help the issue. Mail sync issues still occur. Turning airplane mode of and off works for a little bit before the issue comes back.
ASKER CERTIFIED SOLUTION
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https://www.experts-exchange.com/questions/29131381/How-to-troubleshoot-Activesync-push-issues-with-iPhone.html