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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 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:

review account settings in the account configuration

Instructions for Configuring SUMail 

  1. If this is the first e-mail account on your iPhone, tap Mail. Otherwise, tap Settings > Mail, Contacts, Calendars > Add Account

    ipad home page with apps
    in settings under mail contact and calendars select add account
        
  2. Tap "Exchange" or "MicrosoftExchange" 

    next select the exchange account type


  3. Tap in the E-mail box and enter your full e-mail address (for example, Netid@syr.edu).

    enter su email address and password credentials for the account
  4. Tap in the Username box and enter your full e-mail address again.
  5. Tap in the Password box and enter your password.
  6. Tap Next on the upper right-hand corner of the screen.

  7. Tap in the Server box and enter outlook.office365.com

    Exchange Accounts

    Some students (usually grad students) can have an AD account. If so, use the same process while using the server exchange.syr.edu.

    (Note: If you are asked for a domain, leave this field blank)

  8. Tap Next
    click next after inputting required fields

  9. Choose the type of information you want to synchronize. By default, Mail, Calendar, and Contacts are all turned on. To turn off synchronization for a type of information, tap and slide the switch to OFF

    save after confirming the desired items

  10. Tap Save or Done

    Note: In some circumstances we are seeing the email setup with two "@syr.edu's" as the email account. This will restrict your mail delivery. If this occurs, remove your account and set up as indicated below.

    1. Perform steps 1-7 same as above.
    2. In the "Email" field enter your Netid. (Your email address will populate. Delete the "@syr.edu" portion).
    3. In the "Username" field enter your full email address (Netid@syr.edu).
    4. Tap Next
    5. Choose the type of information you want to synchronize. By default, Mail, Calendar, and Contacts are all turned on. To turn off synchronization for a type of information, tap and slide the switch to OFF

Mail Sync Options

  1. Tap Settings on the home page.

  2. Tap Mail, Contact, Calendars.

  3. Tap the SU Mail account.

  4. Tap Mail Days to Sync and select how far back you want your device to sync with your mail
  5. If you have other mail folders you want mail pushed to, tap Mail Folders to Push and select folders you want pushed.

Delete Account

  1. Tap Settings on the home page.
  2. Tap Mail, Contact, Calendars.
  3. Tap the SU Mail account.
  4. Scroll down to the bottom.
  5. Tap Delete Account and Accept

Alternative Configuration

Occasionally, the above method doesn't work with some iPhone/iPod Touch devices or causes problems when you're trying to send emails. However, SUmail can still be configured using these steps:

First, get the values you will need to enter when you manually configure the device:

  1. Log into your SUmail account using the web interface at: https://sumail.syr.edu.
  2. Select "Options" in the top right of the main mail screen and then "See All Options..."
  3. If you are not already on the "Account" page, select it.
  4. Select "Settings for POP, IMAP, and SMTP access..."

A screen like this one will appear –

IMPORTANT

the values for your account may differ. Make note of the values for SMTP and IMAP for your specific account.

EXAMPLE of possible settings:
Sumail Set up Settings with POP, IMAP and SMTP

Now configure the iPhone or iPod Touch

  1. If this is the first e-mail account on your iPhone, tap Mail. Otherwise, tap Settings > Mail, Contacts, Calendars > Add Account
  2. This time, tap Other > Add Mail Account
  3. Tap in the E-mail box and enter your full e-mail address (for example, Netid@syr.edu).
  4. Tap in the Username box and enter your full e-mail address again.
  5. Tap in the Password box and enter your password.
  6. Optional Add a Display name and a description for this mailbox. This doesn't affect the settings of the SUmail mailbox in any way.
  7. In the next screen, make sure IMAP is selected (default selection).
  8. Enter the settings described below and tap Save when you're done.
  9. See Advanced Settings for more options.

Incoming mail server

  • Host Name: Use the "Server Name" from the "IMAP Setting" section that you noted from the steps above.
  • User Name: Netid@syr.edu
  • Password: (your SU password)

Outgoing mail server

  • Host Name: Use the "Server Name" from the "SMTP Setting" section that you noted from the steps above.
  • You can leave the username and password empty here. By default, your device will use the same username and password.
  • If you are unable to send email or if the server reports an error, go back and enter your username (Netid only) and password.

If the server reports an error or you are unable to send email, go back and enter your username (Netid only) and password. These errors have been reported when trying to send email from off-campus or when not connected to AirOrangeX (i.e., connected to 3G or a home wireless network).

Advanced Settings

  1. Tap Settings on the home page.
  2. Tap Mail, Contact, Calendars.
  3. Tap the SU Mail account.
  4. Scroll down to the bottom.
  5. Tap Advanced
  6. You can set Mailbox Behaviors to synchronize your Drafts, Sent and Deleted Mailbox Folders.

SSL On

  1. Tap Settings on the home page.
  2. Tap Mail, Contact, Calendars.
  3. Tap the SU Mail account.
  4. Scroll down to the bottom.
  5. Tap Advanced
  6. You will be able to turn SSL on/off in this menu. You should turn SSL On.

Apple Support Page

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