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SMC Sophos Mail - New mail notification problem

Patrick Kappe over 3 years ago

Hi there *,

currently I have a big problem with the sophos mail client on all IOS Devices in our company.

Every device can receive new mails, calender entries and so on... no problem.

Only the notification from new news doesn't work.

The mail app reinstalled, configuration of the mail client reset - nothing worked.

Please provide me a solution, if possible...

Infrastruktur details:

SMC Sever 9.6.5 with the last available SR patch

IOS Devices with differnet IOS firmware from 12.4.8 to 14.2

DEP, VPP works perfect, HTTPS certificate working

SMC rule / guideline for the Mail app - "Notification" to System or App - both configurations doens't work

Paddy ;)

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0 Shweta over 3 years ago

Hi Patrick Kappe

Have you tried to close the Sophos Secure Email app (double-click the Home button and swipe-up on the app in the app list) and re-start it?

Shweta

Community Support Engineer | Sophos Technical Support
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0 Patrick Kappe over 3 years ago in reply to Shweta

Hi Shweta,

yes i have tried it - same problem.

Additionally I restart the device.

The problem is, that no IOS device got a notification. Seems a general problem with the new version of SMC 9.6.x,

because in the past (SMC 9.5.x) - before I upgrade the SMC server - everything works fine.

Has anyone else these problems?

BR

Paddy
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0 Shweta over 3 years ago in reply to Patrick Kappe

Hi Patrick Kappe

In rare cases, Sophos Secure Email for iOS doesn’t show email and appointment notifications as mentioned here. Would you please confirm if you have any EAS proxy configured? Also please make sure you have the latest version of SSE installed.

Shweta

Community Support Engineer | Sophos Technical Support
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0 Patrick Kappe over 3 years ago in reply to Shweta

Hi Shweta,

thanks for the quick reply.

The SMC Server only use the internal EAS Proxy - no external EAS Proxy is configured.

The connection check with the Microsoft-Server-ActiveSync service form our on-premise Exchange Server 2013 works successfully.

BR

Paddy
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0 Patrick Kappe over 3 years ago in reply to Shweta

Hi Shweta,

thanks for the quick reply.

The SMC Server only use the internal EAS Proxy - no external EAS Proxy is configured.

The connection check with the Microsoft-Server-ActiveSync service form our on-premise Exchange Server 2013 works successfully.

BR

Paddy
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0 Shweta over 3 years ago in reply to Patrick Kappe

Hi Patrick Kappe

I would suggest you open a support case as it would require an in-depth investigation. Please PM me the case number once done.

Shweta

Community Support Engineer | Sophos Technical Support
Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
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