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Customers with iPhones unable to connect
Problem reported by AWRData - Yesterday at 1:01 PM
Submitted
I am having intermittent problems with users on iPhones having trouble with both initial setup and on-going connections to my SmarterMail server.

I have had hands-on sessions with these customers during which I am unable to establish any connection to the server.  It is not an IP issue, so far as I can tell, as workstations behind the same IP address can connect.

This has now crept into two customers.  A small number of devices, but still a large inconvenience when these customers had no problems with their email previous to my service.

Has anyone run into issues with the iPhone Mail client suddenly stopping working, or even never being able to get connected in the first place?  Standard troubleshooting applied: restart, delete account and re-add, blah blah blah.  Hell, at one point i had them using Outlook just because it would connect!

I desperately need to get this fixed, or at least identify the failure point, not just for these customers, but as I am expected to take on a local ISP email accounts.

5 Replies

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2
Jereming Chen Replied
Employee Post
Hello,

We have not seen this issue, but we would be more than happy to test this. Could you open a ticket with details and we will see what we can do in regards to troubleshooting your issue?
Jereming Chen System/Network Administrator SmarterTools Inc. www.smartertools.com
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Brian Bjerring-Jensen Replied
Make sure that the Iphones are up to date firmware wise.

We have seen issues that they wont connect until a restart and update.
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AWRData Replied
Please refer to the first post before answering.  As indicated, we have completed basic and standard troubleshooting steps.
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Brian Bjerring-Jensen Replied
Sorry for trying to help. Will escort myself out.
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Tony Scholz Replied
Employee Post
Hello, 

I have been doing some testing locally on my iPhone on several different servers using the native email client and have not seen any issues. The best bet would be to open a ticket so that we can test against your server directly to see if we can replicate the issue or find any issues related to the setup. Apple prefers SSL connections over TLS connections and any type of certificate hiccup can cause issues. 
Tony Scholz System/Network Administrator SmarterTools Inc. www.smartertools.com

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