Exchange/ActiveSync on Google Pixel Phones [Build 8055]

Problem reported by Scott Carullo - 2/17/2022 at 2:53 PM

Resolved

Has anyone experienced problems with Pixel phones not syncing with Smartermail in Exchange/ActiveSync accounts? This problem has followed multiple Pixel phones (Pixel 2XL, 4XL, 6 Pro), multiple Apps (GMail, Bluemail, Outlook, etc). Account setup completes fine. And at first, syncing the mail works fine, sending, replying, no problems. After a while (no clear period of time) it will stop syncing. No push notifications, no composition, nothing works. After another random period of time, it will start working again.

I recently discovered that when it is not working, if I go into the incoming settings for the account, and disable SSL, it will start syncing again right away. After a while though, it will stop syncing again, but going and re-enabling SSL fixes it. So I am basically right now perpetually toggling SSL/No SSL to keep my mail working on my phone.

I don't experience this problem on Samsung devices, Apple devices, it's specifically Google Pixel phones. The problem has spanned multiple accounts as well, not just a single inbox account. If anyone else has experienced this, or if Smartertools has seen this before, I'd love to know what is causing this and how to fix it.

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Eric Tykwinski Replied

2/18/2022 at 8:10 AM

I'm personally on a Pixel 6 Pro using the default google app without issues.

Since it's SSL related, have you tried to go to the webmail on chrome on the phone to see if there's an issue with intermediate certs perhaps? Or you can try here: https://www.ssllabs.com/ssltest/

My first guess would be an incomplete chain causing the issue, also did you try SSL/TLS (accept all certificates)

Scott Carullo Replied

2/22/2022 at 6:09 AM

In Chrome, there is no issues with the SSL. Also the SSL labs report was all good as well. I had not tried (nor did I notice) the "Accept All Certificates" option. I've changed to this setting and I'm going to see how that goes. Thanks for the suggestion. I will check back in a couple of days to see if that resolved my problems.

Paul Blank Replied

2/22/2022 at 6:38 AM

You could try a trial of Nine email, for one, to see if the problem is there as well - I use that myself; it supports EAS just fine. If it works for you, Nine is cheap enough to buy. I have 2 Pixel 3XLs but have not tried adding my SM/EAS account to the native Gmail app. I was using Outlook for Android, but a couple or 3 years ago, it stopped supporting SM+EAS.

Scott Carullo Replied

2/22/2022 at 12:59 PM

So far, it looks like SSL/TLS (accept all certificates) was the answer. Haven't had any issues with receiving mail on the GMail App since making the change.

Scott Carullo Replied

2/24/2022 at 6:46 AM

@Eric I spoke too soon. The problem re-appeared, thought it was working longer than usual. I'm not sure what it is able the Pixel that doesn't like the certificates at this point, but I do feel it is SSL related (as all available evidence would suggest). If you think of any other suggestions please let me know. I'll place any updates I may have available here.

Douglas Foster Replied

2/25/2022 at 10:03 AM

Chrome is not a valid test for your SSL chain. Chrome will fill in omitted intermediate certificates and will ignore inappropriately included root certificates. The email program may not be so flexible. You should use the SSL test site that was suggested. It is very good.

I don't think we have had Pixel problems since SmarterMail upgraded their EAS protocol version quite a few months ago.

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