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Secure Email - Fails after app update

Pino

Hello

ATT: Sophos Secure Email support team

We are being hit hard by the following problem and have stopped enrolling new devices, therefor.

When updating the email container, the app fail to properly start afterwards.
It keeps rotating with never ending note Please wait, Starting Sophos Secure Email

We have made observations while that problem is present that an 500Mb email container
will accumulate in size to a wooping 4Gb if you keep starting the app over a time period of 3 
days. Which indicates that the DB rebuild routine is faulty or times out.

We have noticed this since after app version 7.19.12, the problem can be replicated on 
devices with no auto app update. Please fix.

The only known solution is to send a remote delete request and a remote install request from SMC planel.

Tested on the following system
iPhone 5s
iOS: 10.3.2
Lotus Domino server, Traveler 9.x
Server version: 7.0.8 (rev 9453)
Server 7.0.8 (rev 9453), Secure Email app 7.32.2, SMC app 7.0.1



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  • 0

    Hi Pino,

    synchronizing Sophos Secure Email with a Lotus Domino server is currently not supported.
    The app only supports synchronization with Exchange server as stated within the release notes.

    You can try to re-enroll the Sophos container and see if the issue remains.

    If so, you can try to raise a support case, however might be rejected due to the unsupported email server.

    Best regards
    Stefan

  • 0 in reply to SDU

    Thanks for trying.

    Its essential that you fully understand my initial post because as it in summary states "its working but not at all satisfactory."
    So your response is not a question about supported Lotus Domino as traveler is default active-sync front-ended (hence supported)

  • 0

    Update to OP

    New findings and observations + Workaround

     

    Symptoms on iOS: (see tech specs at the bottom)
    Client stuck in Sophos Secure Email - Splash Screen (tumble dryer, rotating for hours)

     

     

     

    Client stuck in Sophos Secure Email - Inline sync screen (tumble dryer, rotating for hours)

     

     

     

    Workaround on iOS:
    Only known workaround, if your lucky and get past the main splash screen.
    Internal DB purge, you will loose setting and signature and many more.

     

     

    Client log excerpt for Devs to study:

    Sorry, editor auto converts {W} to Rose and {E} to email icon.

    [W][17-09-11 14:33:35 WEST]***SeraURLProtocol is unregistered
    [E][17-09-11 14:33:35 WEST]***Didn't save applicationSetting: PSPortalService AutorizedByMDM
    [E][17-09-11 14:33:35 WEST]***Application is not authorized by the MDM server.
    [E][17-09-11 14:33:35 WEST]***Didn't save applicationSetting: PSPortalService PSIsRegistered
    [E][17-09-11 14:33:35 WEST]***Didn't save applicationSetting: PSPortalService PSIsBlocked
    [E][17-09-11 14:33:35 WEST]***Didn't save applicationSetting: PSPortalService PSBlockState
    [E][17-09-11 14:33:35 WEST]***Didn't save applicationSetting: PSPortalService PSManagedState
    [W][17-09-11 14:33:35 WEST]***SeraURLProtocol is unregistered
    [E][17-09-11 14:33:35 WEST]***Can not get settings because context closed
    [W][17-09-11 14:33:36 WEST]***applicationWillResignActive-> STARTED
    [W][17-09-11 14:33:36 WEST]***applicationWillResignActive-> ENDED
    [E][17-09-11 14:33:37 WEST]***Didn't save applicationSetting: PSPortalService AutorizedByMDM
    [E][17-09-11 14:33:37 WEST]***Didn't save applicationSetting: PSPortalService PSIsRegistered
    [E][17-09-11 14:33:37 WEST]***Didn't save applicationSetting: PSPortalService PSIsBlocked
    [E][17-09-11 14:33:37 WEST]***Didn't save applicationSetting: PSPortalService PSBlockState
    [E][17-09-11 14:33:37 WEST]***Didn't save applicationSetting: PSPortalService PSManagedState
    [E][17-09-11 14:33:37 WEST]***Can not get settings because context closed
    [E][17-09-11 14:33:37 WEST]***Can not get settings because context closed
    [W][17-09-11 14:33:38 WEST]***applicationDidBecomeActive-> STARTED
    [W][17-09-11 14:33:38 WEST]***resetDelegateForLaunchScreen-> STARTED
    [W][17-09-11 14:33:38 WEST]***resetDelegateForLaunchScreen-> ENDED
    [W][17-09-11 14:33:38 WEST]***applicationDidBecomeActive-> ENDED
    [W][17-09-11 14:33:38 WEST]***registerForPushNotificationWithSubscriptionId success
    [W][17-09-11 14:38:17 WEST]***applicationWillResignActive-> STARTED
    [W][17-09-11 14:38:17 WEST]***applicationWillResignActive-> ENDED
    [W][17-09-11 14:38:34 WEST]***applicationDidBecomeActive-> STARTED
    [W][17-09-11 14:38:34 WEST]***resetDelegateForLaunchScreen-> STARTED
    [W][17-09-11 14:38:34 WEST]***resetDelegateForLaunchScreen-> ENDED
    [W][17-09-11 14:38:34 WEST]***applicationDidBecomeActive-> ENDED

     

    Tested on the following system.
    iPhone 5s
    iOS: 10.3.3
    Lotus Domino server, Traveler 9.x
    Server version: 7.0.8 (rev 9453)
    Server 7.0.8 (rev 9453), SecureEmail app 7.35.6, SMC app 7.0.1.3

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