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In the event that an Apple IOS device is not syncing Exchange email or is showing repeated authentication prompts for Exchange, use the following process to diagnose and resolve the issue. |
IOS Activesync
iOS ActiveSync Troubleshooting
- From the Home Screen, tap “Settings”
- Tap “Mail, Contacts, Calendars”
- Tap the Exchange account
- Tap the email address next to Account
- Verify the “Username” in the Account settings is not missing “@syr.edu”
- If missing, append “@syr.edu” to the username field
- Verify the values on the account settings page appear similar to those in the image below
- Click “Save”
- The account information will be verified
- If the issue has been resolved, a check mark will appear to the right of the entered values
- Once verified, email will begin syncing immediately provided an internet connection is available
- If for any reason the account information entered will not verify
- It is likely an incorrect password was entered during a prior authentication prompt, saving the incorrect password in the account settings
- Re-enter the correct password on the setup screen and try again
A correctly configured IOS Exchange Client configuration should look similar to the screenshot below:
Instructions for Configuring SUMail
...
- Tap Settings on the home page.
- Tap Mail, Contact, Calendars.
- Tap the SU Mail account.
- Scroll down to the bottom.
- Tap Advanced
- You will be able to turn SSL on/off in this menu. You should turn SSL On.