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Home » Kerio User Forums » Kerio Connect » iPhone 4S having serious problems connecting to server through activesync (Can connect, but no information is pulled down)
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jstrickland

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I have a user who just upgraded to an iPhone 4S. For about a week her kerio account worked fine on the iPhone. She was able to check emails, calendar, and contacts. Last week something happened, and now she can't get any of that with her account. It shows that it is successfully setup. However, all that shows in email is an empty inbox. Often, she will also start getting a message that it can't connect to the server. Even when it can connect, nothing gets pulled down.

I have deleted her account multiple times, restarted her phone, and restarted Kerio Connect several times. Nothing has solved the problem. I set her up with imap. That at least is giving her email temporarily.

Is anyone else experiencing similar issues? We have at least 10 other iPhones in this company, including two 4Ss. None of the others are having this problem.
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GlennK

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So, what config is broken? Exchange? POP? You say IMAP works.
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jstrickland

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The Exchange config is broken. It will go back and forth between checking for emails, and finding none, and giving us the error that it can't connect to the server.
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GlennK

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Odd, have 4s here and it works fine. Wonder if there is a corrupt email it can't pull in, or corrupt in a way it doesn't agree with. for a test, try to set the phone up as exchange with another account. If it works, then its something in the settings or the content.
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j.a.duke

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My 4S isn't having any trouble connecting to both 7.2.3 & 7.1.4 servers.

Both are setup as Exchange.

Can you access her account (as Exchange) from another iPhone OK? If so, what iOS version is that running?

I'd suspect her phone as the problem, but if you have issues with multiple devices, then I'd suspect the account.

Have you also deleted the mobile device (Users-More Actions-Mobile Devices)? If you haven't done that, I'd try that as well.

The details of each mobile device can definitely help you figure out what's happening.

Let us know what you figure out.

Thanks.

Cheers,
Jon
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jstrickland

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I am going to try to setup another exchange account on her phone, as well as setting her account up on someone else's phone. I am suspecting it is an actual issue with her account as well.

I have removed the mobile device from her account, and forced it to be recreated again. That did not help.
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jstrickland

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After extensive testing. It is looking more and more like there is an issue with the actual account. Right now, it seems that imap and pop3 are the only methods that can access this account. Trying to login to the account using the webmail does not even work. It just timeouts.
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jstrickland

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I'm wondering if a re-index of this account might be in order. My guess is that if that does not work, the account may just be hosed.
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jstrickland

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So far (cross my fingers) the re-indexing seems to have done the trick. Her exchange setup is working great in both Outlook 2011 and on her iPhone.
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MarkK

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Two things. First, make sure her account is not locked but unlocking all users. The account can get locked out per each access type, so you may be able to access through Outlook or webmail and be locked out through activesync. Second, use you debug log. By turning on some of its options you will be able to trace exactly what is happeneing.

When I had something like this happen, I had to turn off one of the authentications options.
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