Discussions SSE crash after latest Android Update (Galaxy S9)

Sophos Mobile requires membership for participation - click to join

Thread Info

State Not Answered
Locked Locked
Replies 3 replies
Subscribers 7 subscribers
Views 1743 views
Users 0 members are here

Options

Suggested

This discussion has been locked.

You can no longer post new replies to this discussion. If you have a question you can start a new discussion

SSE crash after latest Android Update (Galaxy S9)

hellm00d over 5 years ago

One of my colleagues just installed the latest Android Firmware Update on their Samsung Galaxy S9 last weekend.

Just right after finishing the installation it was not longer possible to open Mails or edit meetings in calendar in Sophos Secure E-Mail-App.

It is possible to sync Mails and watch calender - even opening meetings is possible. Opening mails or editing meetings leads to closing of the app.

Sometimes the app just closes and sometimes there is an Error showing up that the App was stopped.

I already tried to re-install the app but that did not solve the problem.

SSE is on version v6.11.1

Sophos Mobile is on version 9.0.2

Does anyone else have this issue?

This thread was automatically locked due to age.

Parents

0 Shweta over 5 years ago

Hi hellm00d

This would require the logs to be collected to check what is causing the crash of the application. Kindly collect the logs as per this document and will continue the troubleshooting from then.

Shweta

Community Support Engineer | Sophos Technical Support
Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
If a post solves your question use the 'Verify Answer' link.

The New Home of Sophos Support Videos! - Visit Sophos Techvids
Cancel
Vote Up 0 Vote Down

Cancel

Reply

0 Shweta over 5 years ago

Hi hellm00d

This would require the logs to be collected to check what is causing the crash of the application. Kindly collect the logs as per this document and will continue the troubleshooting from then.

Shweta

Community Support Engineer | Sophos Technical Support
Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
If a post solves your question use the 'Verify Answer' link.

The New Home of Sophos Support Videos! - Visit Sophos Techvids
Cancel
Vote Up 0 Vote Down

Cancel

Children

0 hellm00d over 5 years ago in reply to Shweta

Hello Shweta,

i'm sorry - you can close or delete this thread.

I found out that every app that uses active-sync was going to crash - even gmail and google calendar.

So it seems that it was a malicious firmware update or something like that - anything went wrong...

I did a factory reset on the device and everything worked fine.
Cancel
Vote Up 0 Vote Down

Cancel
0 Shweta over 5 years ago in reply to hellm00d

Hello hellm00d

Glad to hear that it is working for you now. For future reference, we can keep the thread as it is so that it can be useful for other members as well if at all they face such issue.

Shweta

Community Support Engineer | Sophos Technical Support
Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
If a post solves your question use the 'Verify Answer' link.

The New Home of Sophos Support Videos! - Visit Sophos Techvids
Cancel
Vote Up 0 Vote Down

Cancel