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Secure Email iOS version 8.32.3 - Can't sync new mails

Jannik Ottenbacher

Hello,

one of our customers uses Sophos Mobile Central.

This week one employee got a new iPhone (iOS 14.6). We could enroll the new device without any problems and also get access to the email container.

But after that the user only can see all emails which were sent to his mailbox until the time at which the device was enrolled.

Alle new emails which were sent after the enrollment, are not synced to the mail container.

Deleting the device from the Central console and freshly enrolling it again unfortunately didn't help.

The device is listed without any issues:

Anyone out there who faced the same or a similar issue?

How did you solve it?

PS: The email server is an on-premise Exchange 2013 with the latest CU 23 installed. No EAS proxy is used.



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Parents Reply
  • 0 in reply to Shane Quinn

    I have an open ticket with support at the moment, i have not had a chance to test yet but this was the next recommended step

    • The background app refresh is turned on in Settings> General.
    • The app can receive push notifications, and the notifications must be included in the Notification Center,which can be found in Settings.
Children
  • 0 in reply to Rhys Browning

    So i just checked the settings on the phone and they were already set correctly as described above.
    The secure email app needed to be reconfigured, so i deleted the sophos control, email and workspace app that is installed as part of the app install package.
    I set the apps back up and got the user to login to the secure email app and it is working now. I changed no settings on the phone since the last few times i tried setting it up. Im guessing something has changed in Sophos Central as i cant explain why it just now works.
    *x files music plays*

  • 0 in reply to Rhys Browning

    I didnt change any settings, I just freshly enrolled another device to Sophos Mobile to test. Surprisingly my device now seems to work without any issue aswell.

    I guess it has somehting to do with the new iOS version of the secure mail app which was released last week.

    I will have a look on my test device and if it will also work until tomorrow, I expect my problem to be resolved.

    Thank you for sharing your experiences on this.

  • 0 in reply to Jannik Ottenbacher

    Hello Jannik,

    I was able to find some information related to "SSE 8.40.2," stating that this release includes only bug fixes. This release is likely what has improved the results you’re getting. If anyone else continues to experience these issues, I recommend ensuring you’re on the latest version. 

    Kushal Lakhan
    Team Lead, Global Community Support
    Connect with Sophos Support, get alerted, and be informed.
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