Sophos Secure Mail not opening on iOS devices.

Did you find a solution for that?

We have 3 SMC customers and it happens all the time with specific users. If I connect my device to them I have no problems and everything keeps working, even after weeks.

My solution is resetting the container password, but thats no good solution for the endusers.

No good solution.  Seems if they uninstall the app and reinstall it, then it works again . . .  but this is a pain and does not put Sophos SMC Secure Mail in a good light and makes me look like I chose a 2nd rate application for our MDM. 

I just emailed Sophos Support as another iOS user (Circuit Court Judge) had to do this twice in 2 days.  =o(   <== Telecom Admin Sad Face.

No good solution.  Seems if they uninstall the app and reinstall it, then it works again . . .  but this is a pain and does not put Sophos SMC Secure Mail in a good light and makes me look like I chose a 2nd rate application for our MDM. 

I just emailed Sophos Support as another iOS user (Circuit Court Judge) had to do this twice in 2 days.  =o(   <== Telecom Admin Sad Face.

I've raised this against Sophos Support. Will post an update/solution here - if hopefully I'll get one.

Hi, 

Sophos Secure Mail update has been released with bug fixes, please do update the the SSM and you shouldn't be seeing issues anymore. Let me know if this resolves your query.

There were some updates since the problems occured the first time. The actual update didn't fix the issue, too.

Hi, 

What is the current version of Sophos Secure Email you have installed?

7.50.6 which I believe is the latest version?

Hi Kerobra,

Please share the Support Ticket number that you have opened with our Support team.

Hi Haridoss,

the ticket number is #7910625.

Any update on this?  I have several iOS users now complaining that they can't log in at all.  App indicates "The app has failed to connect to the Sophos Mobile server too many times.  The app is locked until it connects to the server.  My secure mail is working on my Galaxy S7 Android device.

Hi Steven,

my support "experience" with SOPHOS is really bad with this. I opened the case, attached the logs and did not hear anything for a few days. Then they requested the logs, I sent them again. After one week I complained about their "black hole like" communication. Then they wrote back that they escalate it internal to another team. The next technician asked me for the used Secure Mail app version - another info I sent with the support case. I gave him the information and again I did not hear anything from them for over a week.

Sorry SOPHOS, I really love your products, but your support is CRAP! With communications like this you are definately pushing your paying customers to look for alternatives...

Back to topic: I finally had the issue on my testing iPhone yesterday, too. The secure mail app started with a rotating circle and that was it... what helped me was opening the SMC app, synchronize manually and reopen the secure mail app. This time it reported sth. like importing container policy and after a few seconds I was able to log in again.

Maybe this helps with your users, too?