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IOS users constantly asked for Exchange password

tjhia

Hi Guys,

I have been working with Sophos Support on this case for months now without any near resolution, so i thought to post it here, with hope if anyone else running Sophos Cloud and deploy IOS with exchange active sync also had similar issue.

Bottom line is, i believe that any modification, addition of policies that have relation with exchange active sync aspect, will cause all users running IOS and had the email installed via sophos cloud enrolment will get prompted to have exchange password keyed in. They also need to go to the back setting to key the password or else the system does not likes it.

Previously, we had similar case happened when Sophos Cloud launched new updates.

For more information, i have 2 types of policy. first one, only manage the computer AV. second one manages the mobile MDM aspect.

I managed to replicate the problem by  doing the Exact steps that I did was as per follow: [I mask some part the policy name for privacy and security reasons].

  1. Cloned a policy that managed the mobile phone. (“XXX Mobile – BYOD IOS”)
  2. Rename the cloned policy as “YYY Mobile – BYOD IOS”. Retain all other settings.
  3. Remove all users that was part of the policy “YYY Mobile – BYOD IOS”.
  4. Add another exchange server settings “remote.YYY.com.au” and the domain information “YYY”.
  5. Enable the policy and save the setting.

The problem afterwards:

  1. ALL users, who are using IOS device, get prompted to enter exchange password.
  2. When the users typed the pop up for exchange password, nothing happened, it keep popping up.
  3. The user have to go to the password from “Settings -> Mail, Calendar, Contacts -> the exchange account -> accounts -> retype the password” . Once the IOS verified the account, it all back working again.

perhaps anyone would like to try the steps above and let me know if you encouter similar problem? if you dont, would you be able to share with me how do you setup the policy for users with IOS/BYOD ? Thanks.

:55277


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  • 0

    Hi tjhia,

    I had a look at your described behavior and tried to reproduce it, therefore thank you for providing the detailed steps which made the test a little bit easier for me :smileywink:

    Adding a new email configuration to my cloned policy did not cause any issues on my email account and the existing iOS devices.

    However, if I cloned the policy and updated / changed the already configured email server the same behavior was observed.

    This is however explainable but not very clear in the GUI.

    The email settings are some kind of "central" and can be used in all different mobile policies. They are not valid per policy.

    Therefore, if you updated the emal settings in one policy (not having users assigned) it will also be updated for all other users which have these email settings applied. However, updating an exchange account is more or less a recreation on the device which then results in a reappearing password prompt.

    Please note that this is just my assumption of what you are doing, but maybe you can provide an answer whether I am right with it or not.

    I will also get in touch with the supporter and provide this post, so you can perhaps also sent an answer to the support address.

    Thanks & Regards

    Stefan

    :55349
  • 0

    Hi Stefan,

    Thank you for your reply.

    Yes, i am fully aware if modifying an existing exchange server setting in one policy will cause the issue. but as per my previous explanation, i cloned a policy, and modify that cloned policy where i removed the old exchange setting (remote.xxx.edu.au) of the cloned policy and add a new one (remote.yyy.com.au) and set it active for the cloned policy.

    in your test, did you try to:

    1. Cloned the policy

    2. in the cloned policy, remove the exchange server setting as well as the users,

    3. add new exchange server setting, set it as active policy and save the cloned policy.

    i think somewhere between steps 2 and 3, can causes the issue, even though i am modifying a different policy. i had to specify new exchange server as we are now handling multiple companies with different exchange setup and location.

    bottom line is, this issue shouldnt even happen regardless. i am now too scared to make any changes as it always a nightmare to manage when the pop up occured.

    Thanks for your help. :)

    :55363
  • 0

    Hi tjhia,

    sorry for the late reply.

    I finally found some spare time to do further testing and was able to reproduce the behavior.

    Our developers are having a look into it and hopefully, we will get a solution soon.

    I will keep you posted.

    Best regards

    Stefan

    :55463
  • 0

    Hi tjhia,

    a fix for this issue is currently scheduled for the 17th February.

    Best regards

    Stefan

    :55568
  • 0

    Hi Stefan,

    thank you for your reply. i am still scared to make any changes, can you let me know what is the fix that they have done and what i can / cant do within the policy section to avoid the same Pop up again for IOS?

    Thanks.

    :55911
  • 0

    Stefan,

    Our users just had the same issue this morning. Not a happy day for me. I didnt do anything from my end and the issue just happened. I hope this is the last break for permanent fix. :(

    :55970
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