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Users with Sophos Central Mobile configured Exchange accounts will need to re-enter their password.

Bianson

Hello,

Users with an email account configured via Sophos Central Mobile have to re-enter their Exchange password. If users have more than one Exchange account, the password must be re-entered after every management sync.

For more information, please read the Knowledge Base article here.

Thank you,

Bob 



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  • 0 in reply to syachfritjhia

    And Also, whatever you guys doing there seems to make things worse now. Since End of May until today, we had our iphone users saying same problem happened 3 times to them.

    The first time, we had to re-enrol the Sophos, second time is just to put in the password, and now the third time putting in password doesn't seems to be working and phone keep saying unable to verify information. Sometimes we found restarting the phone resolve this issue, but not anymore.

    It's really not fun to keep facing 50 odds people 3 times in the past 2 weeks guys. 

  • 0 in reply to syachfritjhia

     

    Yes, a hotfix was released to Central Mobile that should have resolved this issue. Have you opened a support case?

    Regards,

    Bob

  • 0 in reply to Bianson

    we are still getting some of our users reported the same problem today. there were about 4 known case yesterday and 3 known today. the support team unfortunately are hopeless.

    I Submitted 3 support case previously. They ask the same generic question, i provide the same answer, and traditionally no more follow up after that, so i give up.

  • 0 in reply to syachfritjhia

     

    Hello,

    Could you pass along a ticket #? I will have a look and get somebody to investigate.

    Regards,

    Bob

  • 0 in reply to Bianson

    #5978233 and 5971913

    So we dont use Office 365, All iOS running version 9+ they seems to randomly happen in "waves". The first time around end of May, everyone get disconnected. The second time is few days afterward, we have about 10 users reporting password issue each day. This third time was reported just recently with less number of encounter. about 4-5 people. If there are more, i will let you know.

  • 0 in reply to syachfritjhia

    Hello,

    For 5971913, it looks like they tried to contact you several times. Do we have the right contact information? If you respond to the email from June 1st the case will be reopened. 

    Thank you.

    Regards,

    Bob

  • 0 in reply to Bianson

    This was the last response from that ticket as of 26/5.

    -------

    Hello ,

    Good day!

    I really wish I could do something about it but for now reporting it to the development team would be the best thing to do so that they can provide us a patch that would make the connection to iOS devices more stable.

    For now, I'm afraid that putting the settings back to the clients is the only solution that we can do for it.

    Regards,

    -------

    We didnt get informed when is the patch out, or if the patch has been released and implemented. And since then there were 2 other wave of occurrences where password need to be inputted for our users. 

    If we no longer hearing our users reporting the same fault, i will take that this case is resolved by Sophos patched even though the patched date was early june and yet we had 2 incidences post the patch date.

  • 0 in reply to syachfritjhia

     

    I'll pass this information on to those who worked on the ticket. Sorry we didn't let you know when the patch was released. 

    Thank you,

    Bob

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