eemmpph
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I can send/receive email on my Iphone6 (exchange) email account with wireless disabled, whereas my boss IPhone8 (exchange) email account cannot send/receive email when wireless is disabled.
I have an IPhone 6 with Sprint as the carrier, and unlimited data.
My boss has an IPhone 8 with Verizon as the carrier, and unlimited data.
Using the native mail app on both IPhones, I added an email account (Exchange), so that we can receive our office email.
On my IPhone6, I can send/receive email without the wireless setting "enabled". I can also send/receive email with the wireless setting "disabled".
On the IPhone8, my boss was concerned about not receiving regular email updates. He CAN send/receive email when wireless is "enabled" and receives updates frequently. He CANNOT send/receive email when wireless is "disabled". There is a little cirlce that keeps turning round and round next to the words LTE.
What could be the problem with the IPhone8?
Thanks for your help!
My boss has an IPhone 8 with Verizon as the carrier, and unlimited data.
Using the native mail app on both IPhones, I added an email account (Exchange), so that we can receive our office email.
On my IPhone6, I can send/receive email without the wireless setting "enabled". I can also send/receive email with the wireless setting "disabled".
On the IPhone8, my boss was concerned about not receiving regular email updates. He CAN send/receive email when wireless is "enabled" and receives updates frequently. He CANNOT send/receive email when wireless is "disabled". There is a little cirlce that keeps turning round and round next to the words LTE.
What could be the problem with the IPhone8?
Thanks for your help!
you have to have a internet connection on the mobile devices for email to be sent or received. that connection can be cellular wireless or wifi. that same goes for both you and your boss phone. neither of you will be able to send or receive if there is no connection to the internet whether wifi or cellular wireless.
Try the following to refresh DNS on the phone. I am not sure if it will work, but it is worth a try.
Put the problem iPhone on cellular, and then put in Airplane Mode. Wait 30 seconds. Take out of Airplane Mode (so normal mode) and still on cellular.
Now power off the iPhone, wait 30 seconds, turn it on and test.
Put the problem iPhone on cellular, and then put in Airplane Mode. Wait 30 seconds. Take out of Airplane Mode (so normal mode) and still on cellular.
Now power off the iPhone, wait 30 seconds, turn it on and test.
the circling around LTE imply that it is searching for a signal. Can he connect to mail.office365.com in safari?
ASKER
From the control center, Yes, the green light (for Cellular is on).
Try the DNS reset / flush I suggested to see if that helps
ASKER
I tried this:
Put the problem iPhone on cellular, and then put in Airplane Mode. Wait 30 seconds. Take out of Airplane Mode (so normal mode) and still on cellular.
Now power off the iPhone, wait 30 seconds, turn it on and test.
Then I pressed the mail button, but it says "checking for mail" "Connecting" but makes no connection.
Put the problem iPhone on cellular, and then put in Airplane Mode. Wait 30 seconds. Take out of Airplane Mode (so normal mode) and still on cellular.
Now power off the iPhone, wait 30 seconds, turn it on and test.
Then I pressed the mail button, but it says "checking for mail" "Connecting" but makes no connection.
OK. Thanks for the update. Now try Resetting Network Connections.
Settings, General, Reset, Reset Network Settings.
Then turn OFF, wait, Turn ON and set up network settings again. Cellular is (should be) automatic, Wi-Fi will need to be set up again. Wait though, until you test Cellular.
Settings, General, Reset, Reset Network Settings.
Then turn OFF, wait, Turn ON and set up network settings again. Cellular is (should be) automatic, Wi-Fi will need to be set up again. Wait though, until you test Cellular.
ASKER
On the IPhone (top left) I see:
4 Bars Verizon LTE then a circular thing that keeps spinning.
4 Bars Verizon LTE then a circular thing that keeps spinning.
So as suggested, Reset Network
Have you done a network reset yet?
ASKER
I did this:
Now try Resetting Network Connections.
Settings, General, Reset, Reset Network Settings.
Then turn OFF, wait, Turn ON and set up network settings again. Cellular is (should be) automatic, Wi-Fi will need to be set up again. Wait though, until you test Cellular.
Then,
I pressed the mail button.
It says "checking for mail"
In the top left of the IPhone,
it has 4 bars Verizon LTE and a circular thing that keeps turning
Now try Resetting Network Connections.
Settings, General, Reset, Reset Network Settings.
Then turn OFF, wait, Turn ON and set up network settings again. Cellular is (should be) automatic, Wi-Fi will need to be set up again. Wait though, until you test Cellular.
Then,
I pressed the mail button.
It says "checking for mail"
In the top left of the IPhone,
it has 4 bars Verizon LTE and a circular thing that keeps turning
At this point, lodge a case with Verizon Support. It may be their issue as Wi-Fi works fine according to the above.
ASKER
Ok John, will do. Thanks for your help.
ASKER
Here's an update:
"Sprint" is the provider for my IPhone. With wi-fi "disabled", I successfully added an Exchange account (using the login credentials of my boss) and can send/receive emails.
"AT&T" is the provider for my co-workers IPhone. With wi-fi "disabled", I successfully added an Exchange account (using the login credentials of my boss) and can send/receive emails.
"Verizon" is the provider for my boss. With wi-fi "enabled", I successfully added an Exchange account (using the login credentials of my boss) and can send/receive emails. However, when wi-fi is "disabled", I cannot send nor receive emails.
I contacted Verizon tech support, and after a few unsuccessful attempts to create an account with wi-fi disabled, they said it is an Apple issue.
"Sprint" is the provider for my IPhone. With wi-fi "disabled", I successfully added an Exchange account (using the login credentials of my boss) and can send/receive emails.
"AT&T" is the provider for my co-workers IPhone. With wi-fi "disabled", I successfully added an Exchange account (using the login credentials of my boss) and can send/receive emails.
"Verizon" is the provider for my boss. With wi-fi "enabled", I successfully added an Exchange account (using the login credentials of my boss) and can send/receive emails. However, when wi-fi is "disabled", I cannot send nor receive emails.
I contacted Verizon tech support, and after a few unsuccessful attempts to create an account with wi-fi disabled, they said it is an Apple issue.
Interesting. I do not think this is an Apple issue. I / we have lots of these and receiving / sending email is not an issue. I created accounts a while back on cellular with my own provider and no issue. I suggest escalating the case with Verizon.
ASKER
Thank you John, will do.
Install Microsoft Outlook app on iPhone 8 and you will know whether it is really an Apple issue.
https://itunes.apple.com/us/app/microsoft-outlook/id951937596?mt=8
https://itunes.apple.com/us/app/microsoft-outlook/id951937596?mt=8
Are you able to access web pages via Safari while off Wi-Fi ?
ASKER
Yes, I am ble to access web pages via Safari while Wi-Fi is off on the Verizon IPhone.
ASKER
When my boss arrives, I will ask him for his IPhone so that I can install the Microsoft Outlook App (as a test).
ASKER
Verizon has provided an escalated ticket number, and I am waiting for them to contact me.
To summarize:
We have 5 Verizon IPhone users in the office. With wi-fi OFF, and trying to add an Exchange account via the default mail app (using by boss's credentials), NONE of them can "verify" the email account. Note: If wi-fi is ON, all 5 can create an Exchange Account (using my boss's credentials and view the contents of his Inbox).
We have 2 (AT&T and Sprint) IPhone users in the office. With wi-fi OFF, and trying to add an Exchange account via the default mail app (using by boss's credentials), both of them CAN "verify" the email account immediately and view the contents of my boss's Inbox.
Note: My Exchange Server 2016 sends/receives emails for 2 domain names. The majority of us use name@DomainName1.com. My boss uses name@DomainName2.com. The mx records for both domain names point to the IP address of my Exchange Server.
To summarize:
We have 5 Verizon IPhone users in the office. With wi-fi OFF, and trying to add an Exchange account via the default mail app (using by boss's credentials), NONE of them can "verify" the email account. Note: If wi-fi is ON, all 5 can create an Exchange Account (using my boss's credentials and view the contents of his Inbox).
We have 2 (AT&T and Sprint) IPhone users in the office. With wi-fi OFF, and trying to add an Exchange account via the default mail app (using by boss's credentials), both of them CAN "verify" the email account immediately and view the contents of my boss's Inbox.
Note: My Exchange Server 2016 sends/receives emails for 2 domain names. The majority of us use name@DomainName1.com. My boss uses name@DomainName2.com. The mx records for both domain names point to the IP address of my Exchange Server.
Do you she any IP address blocking on your server or firewall?
ASKER
None that I am aware of.
You mentioned that you tested on all your Verizon user's phone using your boss's credentials, but did you try with their credentials or even better have you tried your credentials on your boss's phone while off the Wi-Fi?
Are you able to get to OWA on your boss's phone?
Have you used https://testconnectivity.microsoft.com/ to test Active Sync connection?
These are a few more things to try.
Are you able to get to OWA on your boss's phone?
Have you used https://testconnectivity.microsoft.com/ to test Active Sync connection?
These are a few more things to try.
ASKER
On my boss Verizon IPhone, I CANNOT OWA using Safari with wireless OFF. It says: Safari could not open the page because the server stopped responding.
On my boss Verizon IPhone, I CAN OWA using Safari with wireless ON.
On my Sprint IPhone, I CAN OWA using Safari with wireless OFF.
On my Sprint IPhone, I CAN OWA using Safari with wireless ON.
On my boss Verizon IPhone, I CAN OWA using Safari with wireless ON.
On my Sprint IPhone, I CAN OWA using Safari with wireless OFF.
On my Sprint IPhone, I CAN OWA using Safari with wireless ON.
Perhaps save all the data on the iPhone and do a Full Reset back to factory specs, update the IOS and then restore settings and data.
ASKER
On my co-worker AT&T IPhone, I CAN OWA using Safari with wireless OFF.
On my co-worker AT&T IPhone, I CAN OWA using Safari with wireless ON.
On my co-worker AT&T IPhone, I CAN OWA using Safari with wireless ON.
ASKER
The IOS on my boss's phone is 12.2, the same on my IPhone.
ASKER
On my office manager's Verizon IPhone, I CANNOT OWA using Safari with wireless OFF.
On my office manager's Verizon IPhone, I CAN OWA using Safari with wireless ON.
On my office manager's Verizon IPhone, I CAN OWA using Safari with wireless ON.
Just like any two like computers, one can be perfect and one needs to be rebuilt.
So either that or keep banging on Verizon.
So either that or keep banging on Verizon.
ASKER
John, all 5 Verizon IPhones cannot connect with wireless off. All non-Verizon IPhones can connect with wireless off.
ASKER
I am waiting for Verizon escalation techs to get back to me. None have thus far.
To me this is pointing to Verizon's ip subnets. It is way too coincidental that all your Verizon are not able to connect to your OWA or Exchange Active Sync while only on the carrier. It may not be on your Exchange server, but at your firewall.
Look at your IIS logs for your Exchange to see if there is any connection being made.
It maybe in this location C:\inetpub\logs\LogFiles\W 3SVC1
It maybe in this location C:\inetpub\logs\LogFiles\W
ASKER
There is 54 megabytes of connections just for today alone.
What should I be looking for inside the log?
What should I be looking for inside the log?
The user name and non-internal IP address. It is very difficult to read, but if you do see a line with the username and a non-internal ip then the connection is making to the server. If that is true then it might now be your firewall.
You would need to check everything each phone's address because some work and some do not
ASKER
Update:
Dell advanced triage technical support has examined by Exchange Server 2016, and several tests and reviewed various reports. Dell has determined that it is a Verizon issue. A good question: Why can an AT&T Iphone and a Sprint IPhone, both with Wi-Fi disabled, "add" an exchange account, with my boss's credentials, and view his email immediately, but Verizon IPhone cannot do so?
As a temporary fix, with Wi-Fi disabled, I downloaded the Microsoft Outlook App from the Apple store and installed it on my boss's Iphone. With wireless disabled, I successfully added an account, using my boss's credentials. My boss can now use the Outlook App to successfully send / receive emails, view contacts, view calendars, etc.
A Verizon tech support agent contacted me this morning . . . added a lot of details to the case . . . and now waiting for a another tech from Verizon's higher level of support to contact me.
Have a great weekend!
Dell advanced triage technical support has examined by Exchange Server 2016, and several tests and reviewed various reports. Dell has determined that it is a Verizon issue. A good question: Why can an AT&T Iphone and a Sprint IPhone, both with Wi-Fi disabled, "add" an exchange account, with my boss's credentials, and view his email immediately, but Verizon IPhone cannot do so?
As a temporary fix, with Wi-Fi disabled, I downloaded the Microsoft Outlook App from the Apple store and installed it on my boss's Iphone. With wireless disabled, I successfully added an account, using my boss's credentials. My boss can now use the Outlook App to successfully send / receive emails, view contacts, view calendars, etc.
A Verizon tech support agent contacted me this morning . . . added a lot of details to the case . . . and now waiting for a another tech from Verizon's higher level of support to contact me.
Have a great weekend!
My guess is correct and it is not totally an Apple issue.
Verizon's tech should know about this problem long long ago as you are not the first one or the last one to suffer.
Verizon's network is more complex than other carriers. Check the exchange activesync settings according to the link below.
https://www.verizonwireless.com/support/knowledge-base-206862/
Verizon's tech should know about this problem long long ago as you are not the first one or the last one to suffer.
Verizon's network is more complex than other carriers. Check the exchange activesync settings according to the link below.
https://www.verizonwireless.com/support/knowledge-base-206862/
ASKER
I have followed those instructions Jackie Man, but still cannot create an exchange account when Wi-Fi is disabled on Verizon IPhone.
ASKER
Update: I am still waitng to hear back from Verizon tech support. I am at there mercy . . .
ASKER
This is off topic: While I am waiting, is there an app in the Apple Store that can work with our Exchange ActiveSync, to view/send Outlook email, create/edit Outlook contacts, view/edit/delete calender events, etc.
My currrent Microsoft Outlook app (from the App Store, not the mail default that comes with the IPhone), will work with email and calenders, but not contacts.
My currrent Microsoft Outlook app (from the App Store, not the mail default that comes with the IPhone), will work with email and calenders, but not contacts.
By default it syncs.
Within the app you can click on the magnify icon in the bottom center and this will list your contacts
Within the app you can click on the magnify icon in the bottom center and this will list your contacts
ASKER
Oh, yo_bee, you are correct! I should create another "question" so that you get the credit. Because if I close this question, then it will not help apply to my original question.
No worries
Glad to help.
ASKER
yo_bee, I just created a question titled: is there an app in the Apple Store that can work with our Exchange ActiveSync, to view/send Outlook email, create/edit Outlook contacts, view/edit/delete calender events, etc
ASKER
If you go there you_bee, I can give you the credit for the answer about the iphone app
ASKER
Update:
I spoke with a Verizon tech on Friday.
He said, when an email is sent from the IPhone, it goes to Verizon ... then to a web server (which in this case, makes no connection) ... but if it did make a connection, then the email travels to the Exchange Server.
So, I contacted the company who maintains our SOA, NS, MX, A, TXT, ... records. I mentioned the problem with Verizon not making the connection ... his exact words to me were "Verizon has a LOT of DNS problems".
Here is the solution he provided ...
Original nameserver order:
ns1.nameserver.net
ns2.nameserver.net
Revised nameserver order:
ns1.nameserver.net
ns2.nameserver.com
ns2.nameserver.net
By placing ns2.nameserver.com as the secondary nameserver, Verizon is now able to communicate successfully.
Within 2 hours, the Verizon IPhones were able to use the default mail app, and send/receive emails, with Wi-Fi disabled.
I spoke with a Verizon tech on Friday.
He said, when an email is sent from the IPhone, it goes to Verizon ... then to a web server (which in this case, makes no connection) ... but if it did make a connection, then the email travels to the Exchange Server.
So, I contacted the company who maintains our SOA, NS, MX, A, TXT, ... records. I mentioned the problem with Verizon not making the connection ... his exact words to me were "Verizon has a LOT of DNS problems".
Here is the solution he provided ...
Original nameserver order:
ns1.nameserver.net
ns2.nameserver.net
Revised nameserver order:
ns1.nameserver.net
ns2.nameserver.com
ns2.nameserver.net
By placing ns2.nameserver.com as the secondary nameserver, Verizon is now able to communicate successfully.
Within 2 hours, the Verizon IPhones were able to use the default mail app, and send/receive emails, with Wi-Fi disabled.
So after all it was truly a Verizon issue
ASKER
Yes, John, that is true.
ASKER
Oh I forgot an important step.
After placing ns2.nameserver.com as the secondary nameserver:
He told me to go to the network solutions website (where our domain names are registered) and add the 3rd nameserver
The nameservers appear as follows, for each of my domain names:
ns1.nameserver.net
ns2.nameserver.com
ns2.nameserver.net
After placing ns2.nameserver.com as the secondary nameserver:
He told me to go to the network solutions website (where our domain names are registered) and add the 3rd nameserver
The nameservers appear as follows, for each of my domain names:
ns1.nameserver.net
ns2.nameserver.com
ns2.nameserver.net
I would certainly do that. I would have though Verizon might have done that, but however …
To me it sounds like more an issue with whom ever is managing your Name Servers. Do you know if the ns1.nameserver.net and ns2.nameserver.net had any A-Records for your Exchange server. It seems very weird that Verizon was not able to validate your dns lookup until you added ns1.nameserver.com.
I would verify with your company that manages this information.
I would verify with your company that manages this information.
ASKER
To Yo_bee,
I don't know. The records for ns1.nameserver1.net and ns2.nameserver2.net appear as you see below,
along with the added record for ns2c.nameserver2.com
$TTL 600
@ IN SOA ns1.nameserver1.net.
hostmaster.company.net. (
2019042200 ;Serial
14400 ;Refresh
1800 ;Retry
604800 ;Expire
3600 ) ;MinTTL
IN NS ns1.nameserver1.net.
IN NS ns2c.nameserver2.com.
IN NS ns2.nameserver2.net.
I don't know. The records for ns1.nameserver1.net and ns2.nameserver2.net appear as you see below,
along with the added record for ns2c.nameserver2.com
$TTL 600
@ IN SOA ns1.nameserver1.net.
hostmaster.company.net. (
2019042200 ;Serial
14400 ;Refresh
1800 ;Retry
604800 ;Expire
3600 ) ;MinTTL
IN NS ns1.nameserver1.net.
IN NS ns2c.nameserver2.com.
IN NS ns2.nameserver2.net.
and your email is nameserver2.com or nameserverx.net ?
ASKER
The entire set of records for one domain appears below:
$TTL 600
@ IN SOA ns1.nameserver1.net.
hostmaster.company.net. (
2019042200 ;Serial
14400 ;Refresh
1800 ;Retry
604800 ;Expire
3600 ) ;MinTTL
IN NS ns1.nameserver1.net.
IN NS ns2c.nameserver2.com.
IN NS ns2.nameserver2.net.
www IN A 50.xx.xx.xx (web host ip address)
@ IN A 50.xx.xx.xx (web host ip address)
@ IN MX 10 mail.mydomainname.com.
@ IN MX 90 mx.nameserver1.net.
mail IN A 106.xx.xx.xx (my domain controller / Active Directory / Exchange Server)
autodiscover IN A 106.xx.xx.xx (my domain controller / Active Directory / Exchange Server)
localhost IN A 127.0.0.1
DZC IN TXT "xgef4r5"
_autodiscover._tcp 3600 IN SRV 1 1 443
mail.mydomainname.com.
@ IN TXT "v=spf1 mx ip4:106.xx.xx.xx ~all" (my domain controller / Active Directory / Exchange Server)
$TTL 600
@ IN SOA ns1.nameserver1.net.
hostmaster.company.net. (
2019042200 ;Serial
14400 ;Refresh
1800 ;Retry
604800 ;Expire
3600 ) ;MinTTL
IN NS ns1.nameserver1.net.
IN NS ns2c.nameserver2.com.
IN NS ns2.nameserver2.net.
www IN A 50.xx.xx.xx (web host ip address)
@ IN A 50.xx.xx.xx (web host ip address)
@ IN MX 10 mail.mydomainname.com.
@ IN MX 90 mx.nameserver1.net.
mail IN A 106.xx.xx.xx (my domain controller / Active Directory / Exchange Server)
autodiscover IN A 106.xx.xx.xx (my domain controller / Active Directory / Exchange Server)
localhost IN A 127.0.0.1
DZC IN TXT "xgef4r5"
_autodiscover._tcp 3600 IN SRV 1 1 443
mail.mydomainname.com.
@ IN TXT "v=spf1 mx ip4:106.xx.xx.xx ~all" (my domain controller / Active Directory / Exchange Server)
no wonder.. the autodiscover points to .com
IN MX 90 mx.nameserver1.net. no A record for mx.mailserver.net like you have for mx.mailserver.com (don't know why you have this)
you have 2 accepted domains nameserver.com and nameserver.net?
IN MX 90 mx.nameserver1.net. no A record for mx.mailserver.net like you have for mx.mailserver.com (don't know why you have this)
you have 2 accepted domains nameserver.com and nameserver.net?
ASKER
There are 2 records 10 and 90.
The record below refers to my actual mail server (Exchange Server 2016 on premises)
@ IN MX 10 mail.mydomainname.com.
The record below acts like a "backup mail server", hosted by offsite "company". It begins to queue email immediately, when it detects my Exchange Server is down.
@ IN MX 90 mx.nameserver1.net.
When the Exchange Server is back online, the offsite "company" begins transmittting "queued" mail to the Exchange Server.
The record below refers to my actual mail server (Exchange Server 2016 on premises)
@ IN MX 10 mail.mydomainname.com.
The record below acts like a "backup mail server", hosted by offsite "company". It begins to queue email immediately, when it detects my Exchange Server is down.
@ IN MX 90 mx.nameserver1.net.
When the Exchange Server is back online, the offsite "company" begins transmittting "queued" mail to the Exchange Server.
ASKER
David, you are far more knowledgeable then I am in setting up these records.
I have to depend on the experts who host our web site and who host our mail routing.
Well it's past my bed time, so I am going to leave work and head home.
Thank you for staying up late and burning the midnight oil.
Good night.
I have to depend on the experts who host our web site and who host our mail routing.
Well it's past my bed time, so I am going to leave work and head home.
Thank you for staying up late and burning the midnight oil.
Good night.
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