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not able to connect to mail server

Raz

Hi,

 

We recently had a new UTM 9 box installed. All seemed to be working well until we tried to setup email on a smart phone. No matter what we try we just can not get the email setup on any mobile devices. The connection simply times out, the server can not be found, the connection gets dropped. There is no rhyme or reason and the error message is never the same. I've gone back to the company who installed it and basically because we signed off on the install they don't want to know. I've tried ringing Sophos support and I just keep getting passed around from pillar to post. Ive added certificates, exceptions and rules galore.

To say I'm frustrated is an understatement. I've actually only been in post two months, the whole system was scoped, purchased, implemented, paid for and signed off by my predecessor. If it hadn't cost so much I would simply throw this rubbish away and buy something that works and from a company who cares and gives good support. While writing this post I have been on hold with Sophos support for nearly an hour after speaking with three different people already!!!!!!!

 

Ok rant over.. Does anyone here have any idea how I can get this working please? My users are really not happy!!

 

Thanks

Raz



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  • 0

    Hi Raz,

    We are sorry for this experience, can you please DM the Case# and I will take a look into the matters quickly. You can also share some details about your setup and configuration to me via DM and I can provide you an update.

    Thanks

    Sachin Gurung
    Team Lead | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • 0 in reply to sachingurung

    Hi Sachin,

    I have finally managed to talk to a Sophos Tech and after an hour of looking around the UTM he has had to go away and talk to third line I guess? Anyway he hopefully is going to get back to me shortly.

     

    Thanks

    Raz

  • 0 in reply to Raz

    I finally found some of what I wanted

    https://community.sophos.com/kb/en-us/120454

    has a link to a book for configuring Exchange with UTM WAF v9.34

    There may be an updated version for 9.4 if you ask support.  No idea about v9.5

    Reading recent posts, there are some issues with Exchange 2016.   Bob Alfson said this is the most useful link.   It is in German, so hopefully Google Translate can help you out:

    https://www.frankysweb.de/sophos-utm-9-4-waf-und-exchange-2016/

    I believe that I have read that there is a global problem with Apple's HTTP/2 implementation being incompatible with Microsoft's HTTP/2 implementation, and the workaround is to reconfigure your Microsoft server to operate in Windows 2012 (non-HTTP/2) compatibility mode.

     

  • 0 in reply to DouglasFoster

    Thanks Douglas really appreciate your help. I will let you know if this works.

    This seems to have really stumped Sophos Tech support as well!!

     

    Raz

  • 0 in reply to Raz

    Hi, Raz, and welcome to the UTM Community!

    I've moved this thread to the Email Protection forum as it certainly doesn't belong in the forum for the UTM Manager application.  However, you haven't told us enough to know whether your question belongs in the Web Server Security forum instead.  Doug's interpreted your plea as one for help with WAF - is that correct?

    Cheers - Bob

     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
  • 0 in reply to BAlfson

    Hi Bob,

    Ok to be honest I am not sure where this belongs as I simply can not understand why I can not setup my email client on my phone. My colleagues tell me that before the UTM was put in and went live all was working as it should be. Even now I talk to some people who connected up perfectly well before the UTM went in and even though I can not setup they can still get to their emails. I've even had one or two people say that they have connected up since the UTM went in.

    Sophos Tech support are supposedly looking in to this, I have had one guy remote on to the firewall and have a look around. However he hasn't got back to me in two days even after several emails asking for an update!

    There appears to be no rhyme or reason to this at all.

    Thanks


    Raz

Reply
  • 0 in reply to BAlfson

    Hi Bob,

    Ok to be honest I am not sure where this belongs as I simply can not understand why I can not setup my email client on my phone. My colleagues tell me that before the UTM was put in and went live all was working as it should be. Even now I talk to some people who connected up perfectly well before the UTM went in and even though I can not setup they can still get to their emails. I've even had one or two people say that they have connected up since the UTM went in.

    Sophos Tech support are supposedly looking in to this, I have had one guy remote on to the firewall and have a look around. However he hasn't got back to me in two days even after several emails asking for an update!

    There appears to be no rhyme or reason to this at all.

    Thanks


    Raz

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