Secure Mail v7.35.5 ist fehlerhaft!

Hi Arsim, 

Are you facing this issue on Android Device, iOS Device or both?

iOS Devices

Hi Arsim, 

I tried to recreate the issue by updating to 7.35.5 and synchronized the iPhone with Sophos Mobile Server. I am able to log on to SSE and read the emails. Is the iOS device still complaint? What does the SMC app show?

Hi,

thank you for replay.

That is happen to some iOS devices who allready updatet to v7.35.5. After 4-5 hours the connection is gone and I'm getting an error message "The app could not connect to Sophos Mobile Control Server. The app is locked until a new connection to the server". In this point nothig is going to help me apart deleting the app and installing it again...after 4-5 hours same thing, a loop.

But we are going to leave Sophos, MDM ist great but not the Secure Email.

Hi Arsim, 

I will wait for 4-5 hours and check if the issue can be recreated. In the mean time, Please collect the required logs from the server/iOS device as we might have to open up a case and investigate further.

Are you using Sophos Mobile Control on-premise? If so, Please follow the article How to get log files of a Sophos Mobile Control server.

If you have an SMC Server Cluster then you need to take the logs manually from MDM_HOME%\jboss\server\mdm\log (from all Servers in the cluster of course).

And from the iOS Device:

1. Download and install Apple Configurator 2 on a Mac (~60 MB free disk space required)
2. Attach the iOS device to the Mac and trust the computer
3. Start the Apple Configurator 2
4. Within the "All Devices" view double-click on the device attached to the Mac. An overview of the device is shown
5. On the left-hand menu bar click on "Console". The console of the device opens showing a live log
6. Reproduce the issue
7. Press the "Save" button to save a copy of the log

Hi Arsim, 

I will wait for 4-5 hours and check if the issue can be recreated. In the mean time, Please collect the required logs from the server/iOS device as we might have to open up a case and investigate further.

Are you using Sophos Mobile Control on-premise? If so, Please follow the article How to get log files of a Sophos Mobile Control server.

If you have an SMC Server Cluster then you need to take the logs manually from MDM_HOME%\jboss\server\mdm\log (from all Servers in the cluster of course).

And from the iOS Device:

1. Download and install Apple Configurator 2 on a Mac (~60 MB free disk space required)
2. Attach the iOS device to the Mac and trust the computer
3. Start the Apple Configurator 2
4. Within the "All Devices" view double-click on the device attached to the Mac. An overview of the device is shown
5. On the left-hand menu bar click on "Console". The console of the device opens showing a live log
6. Reproduce the issue
7. Press the "Save" button to save a copy of the log

Hi,

I already did it but I didn't get any answer from sophos support.

Hi Arsim, 

After the update yesterday, I was waiting to check if the issue occurs on my iOS device, but till now everything seems to be working fine. Please do share the Support ticket # to me via PM I will look into it.

Hi Arsim, 

I have escalated the Ticket. A Support Engineer will get in touch with you soon.

SMC Container "Sophos Secure Email" App locked out

I have also started to have this issue on all iOS device that has upgraded to iOS firmware 10.3.3 Those who didn't upgrade to iOS 10.3.3 have no issue accessing their corporate email.

I have raised a support ticket with Sophos but for the past six days I have not got any solution. my ticket #7514640. It is a big mistake that I choose Sophos SMC for my MDM solution.

Hi Anand,

I will look into the ticket and expedite the service.