Sophos Secure Mail not opening on iOS devices.

We've had several iOS devices in the last two days where users are complaining that after they enter their password, they just get the rotating circle and "Please wait."  It continues for a long time and then app seems to close.

Restarting the device doesn't seem to help all the time.

Trouble at home and at the office.  Tried with wifi on and off.  Confirmed user can get to websites.  Both are Sprint users, if that makes any difference.

Any idea what could be causing this and how to fix it.  A secure mail app is no good if users can't access their mail/calendar/contacts when they need to.

  • Did you find a solution for that?

    We have 3 SMC customers and it happens all the time with specific users. If I connect my device to them I have no problems and everything keeps working, even after weeks.

    My solution is resetting the container password, but thats no good solution for the endusers.

  • In reply to kerobra:

    No good solution.  Seems if they uninstall the app and reinstall it, then it works again . . .  but this is a pain and does not put Sophos SMC Secure Mail in a good light and makes me look like I chose a 2nd rate application for our MDM. 

    I just emailed Sophos Support as another iOS user (Circuit Court Judge) had to do this twice in 2 days.  =o(   <== Telecom Admin Sad Face.

  • In reply to STEVEN NAMENYE:

    I've raised this against Sophos Support. Will post an update/solution here - if hopefully I'll get one.

  • In reply to kerobra:

    Hi, 

    Sophos Secure Mail update has been released with bug fixes, please do update the the SSM and you shouldn't be seeing issues anymore. Let me know if this resolves your query.

  • In reply to Haridoss Sreenivasan:

    There were some updates since the problems occured the first time. The actual update didn't fix the issue, too.

  • In reply to kerobra:

    Hi, 

    What is the current version of Sophos Secure Email you have installed?

  • In reply to Haridoss Sreenivasan:

    7.50.6 which I believe is the latest version?

  • In reply to kerobra:

    Hi Kerobra,

    Please share the Support Ticket number that you have opened with our Support team.

  • In reply to Haridoss Sreenivasan:

    Hi Haridoss,

    the ticket number is #7910625.

  • In reply to kerobra:

    Any update on this?  I have several iOS users now complaining that they can't log in at all.  App indicates "The app has failed to connect to the Sophos Mobile server too many times.  The app is locked until it connects to the server.  My secure mail is working on my Galaxy S7 Android device.

  • In reply to STEVEN NAMENYE:

    Hi Steven,

    my support "experience" with SOPHOS is really bad with this. I opened the case, attached the logs and did not hear anything for a few days. Then they requested the logs, I sent them again. After one week I complained about their "black hole like" communication. Then they wrote back that they escalate it internal to another team. The next technician asked me for the used Secure Mail app version - another info I sent with the support case. I gave him the information and again I did not hear anything from them for over a week.

     

    Sorry SOPHOS, I really love your products, but your support is CRAP! With communications like this you are definately pushing your paying customers to look for alternatives...

     

     

    Back to topic: I finally had the issue on my testing iPhone yesterday, too. The secure mail app started with a rotating circle and that was it... what helped me was opening the SMC app, synchronize manually and reopen the secure mail app. This time it reported sth. like importing container policy and after a few seconds I was able to log in again.

    Maybe this helps with your users, too?

  • In reply to kerobra:

    Hello Kevin, Your issue has been escalated to our development team with the reference number below. Issues are prioritised based on severity and customer impact. Development reference number: SSEIOS-277 Current Status: Escalated to Development Issue type: Investigation This ticket is already under development with another customer so we're hoping to have this resolved soon. I'll let you know on Friday if I hear anything more.