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SMC 3.6.1 iOS emails not being sent

cinek2

I have submited a ticket with sophos but I'm wondering if anyone else came across this issue. One of our users using an iPhone (ios 7.0.4) reported that when he sends emails, some just dissapear. They're not in the sent items & those emails are not being received. From what I can see this affects both internal and external receipients. The email profile has been deployed via SMC and  so far this is the only user that has reported this issue

:46805


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    I've not experienced this issue myself, but I think you need to first ascertain that it's definitely SMC that is to blame.

    I am assuming that you are using the Sophos EAS proxy - otherwise Sophos will have no influence on your mail flow or mail client.

    Does your EAS Proxy log give you any clues as to what's going on?  Perhaps you could have a look through (SMC Server->Tray Icon->Right Click->Open Logging->EAS-Proxy) and see if there are any errors?

    If you're not able to see any logs relating to the affected messages at EAS Proxy level, it's likely you have a mobile client issue.

    If the EAS Proxy log show the connections but no errors, you need to check that mail / ActiveSync traffic is reaching your exchange server.  Best way to do this is to interrogate the IIS logs for the ActiveSync application.  Get an affected handset, send a test email, verify email receipt, check the latest IIS log, search by username.  Rinse and repeat until mail delivery fails, then compare the logs (if any) to the successful attempts.

    You should also perform a message trace in your exchange server paying attention to the status codes for the messages sent (usually 32-bit hex).  Is there any difference between these?

    Also, quite a silly one, but it may be worth checking what mailbox rules the user has set up.  These can not only be configured client side (only run when Outlook is dealing with mail in realtime), but server side (applies all time) and the user may have a rule which is moving or deleting messages matching a particular criteria.

    Let us know how you got on.

    :47643
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    Hi cinek2,

    I once have seen a similar issue for another customer and wanted to share the solution of that.

    The behavior was caused by an improperly configured email account which was deployed by SMC using an Exchange profile.

    Within the profile the variable %_EMAILADDRESS_% was used.

    Please have a look at the iPhone "Settings | Mail | "Comany mail account". In there, we saw that the email account was configured this way "domain\firstname.lastname@domain.com" (or similar).
    If that is true for your device, this is caused by a wrongly configured LDAP lookup field of the SMC customer within the external directory configuration.

    Please make sure that in the view "LDAP Search Fields" the "mail" field is entered or chosen from the dropdown list. When entering manually, be aware that this is case sensitive. Therefore, make sure it is "mail" without the quotation marks. ;-) (further details on the external directory configuration can be found in our KBA 118783).

    Once that is properly configured, remove the email profile from the device. In addition, remove the LDAP link from the affected device and re-create the link. Redeploy the profile and see if the issue persists.

    Best regards

    Stefan

    :47727
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    turns out the user removed the SMC app, problem solved :)

    :48384
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