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Sync issues with iPhone
Question asked by Montague WebWorks - 4/3/2022 at 9:22 AM
Unanswered
Hey all, has anyone else had the issue where you try to open your Inbox on an iPhone or iPad and you get the message "No Mail" or something like that, but you know there is mail there? I can sometimes get around it by quitting the email app on my iPhone, waiting a couple minutes, then launching again, or going not into the first Inbox at the top of the list, but further down where you have folder access and open the Inbox there. Even then, sometimes if I swipe down to reload the mailbox I'll get a "No Mail."  I've had two clients mention this to me as well. Any ideas?
Mik MullerMontague WebWorks

12 Replies

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Sébastien Riccio Replied
Hmmm, intriguing. What protocol is used by your customers ? IMAP ? ActiveSync ?
Sébastien Riccio System & Network Admin https://swisscenter.com
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Montague WebWorks Replied
IMAP in all cases.
Mik MullerMontague WebWorks
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Kyle Kerst Replied
Employee Post
Are all affected users using the IMAP IDLE functionality on iOS? I believe the Idle settings are within the account's Advanced Settings in iOS.
Kyle Kerst System/Network Administrator SmarterTools Inc. (877) 357-6278 www.smartertools.com
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Marc Frega Replied
This has always been a problem for users on iPhone.  It causes me alot of grief.
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Montague WebWorks Replied
What would be the fix for it?
Mik MullerMontague WebWorks
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Kyle Kerst Replied
Employee Post
@Marc: This isn't an issue we've heard of from large amounts of environments, so might be worth submitting a ticket on. 

@Montaue Webworks: Unfortunately its hard to say as we're not sure what is causing it. You could try turning off IMAP IDLE temporarily for one of the affected clients to see if it helps though.
Kyle Kerst System/Network Administrator SmarterTools Inc. (877) 357-6278 www.smartertools.com
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Montague WebWorks Replied
Hi Kyle,

How do I turn off IMAP IDLE?
Mik MullerMontague WebWorks
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Kyle Kerst Replied
Employee Post
Disabling idle may no longer be possible unfortunately. I added an IMAP account for testing this morning and don't see those settings listed anywhere here. Back to the drawing board unfortunately! If you can get a ticket submitted with more detail we'd be happy to help track it down. Have a good one!
Kyle Kerst System/Network Administrator SmarterTools Inc. (877) 357-6278 www.smartertools.com
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Sébastien Riccio Replied
This ?


But it's server-wide afaik
Sébastien Riccio System & Network Admin https://swisscenter.com
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Montague WebWorks Replied
Mine was set to Off. It doesn't seem to have adversely affected my ability to download email. I'll check in again if the "No Mail" issue happens again. Thanks!
Mik MullerMontague WebWorks
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Montague WebWorks Replied
Huh. Just noticed that my settings were different from yours, Sebastian. Perhaps the issue was when clients tried to sync email but the maximum allowed number of connections had been reached. I will increase my limits, too.

Mik MullerMontague WebWorks
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Kyle Kerst Replied
Employee Post
With the IDLE command being used by iOS devices you might see that connection limit hit a little quicker as well. IDLE leverages multiple connections to the server so a single device could eat up multiple client connections. 
Kyle Kerst System/Network Administrator SmarterTools Inc. (877) 357-6278 www.smartertools.com

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