Home » Kerio User Forums » Kerio Connect » Kerio Outlook Connector - offline when cellular connection used

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Hey everyone,

wondering if anyone encounters the same problem:

A user has a laptop with a Sierra EM7455 mobile chipset. As soon as he's only connected with this adapter, Kerio Outlook Connector shows the gray "I'm offline" icon. As soon as he connects via cable or WLAN, it goes online.

I've narrowed it down to this: In his System Settings>Adapter Settings>IPv4 Settings, the adapter has an empty IP address, so KOFF may think that there is no connection with this adapter.

But: In the connection details, as well as with ipconfig and "route PRINT", the adapter has an IP address assigned. All other traffic works flawlessly, including accessing our Kerio server's webmail interface with Internet Explorer (which should use the same proxy and other system settings as Kerio, right?).

I'm not sure why the network adapter behaves like this (guess it gets assigned an IP via its driver rather than standard protocols like DHCP), but it obiously leads to KOFF thinking that there is no network connection at all.

Funny side fact: Opening the Kerio account settings in Outlook, then clicking "Retrieve info" works flawlessly. This one apparently doesn't care which online/offline status KOFF thinks it's in.

In the same situation, another Outlook profile with an Exchange account gives a warning about "Limited Connectivity", but it's possible to click a "Connect nonetheless" button and then synchronization works.

Is there any workaround to tell KOFF: "Yeah, I know it looks like you're offline, but if you just try to connect to mykerioserver.com:443, you'll see that it works!"

Windows 10 Pro with Kerio Connect/KOFF 9.2.1.

Thanks for any input!

Bud Durland

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Because it's Win10, which has some features/concessions to being at least in part a phone OS, perhaps there's some type of setting that says "don't let this app (Kerio) use cellular data?"
Pavel Dostal (Kerio)

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This is my guess. KOFF is using Outlook's Offline State API to check Outlook's connection status (to handle online/offline changes in Outlook). So I suppose Outlook is reporting offline status and KOFF stays in offline.
There is no Offline State API in profile configuration, so KOFF just tries to connect and it works.

Sorry, there is no way how to make KOFF to connect if Outlook reports offline status.

Pavel Dostal
Kerio Technologies
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