SMC 3.6.1 iOS emails not being sent

Question

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

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SDU · Accepted Answer

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