Your end-users might experience some of the platform-specific common connection and usability issues. This section explains how to troubleshoot such issues when encountered.

For iOS

Not Configured Screen Display

Possible Cause Solution

AirWatch Inbox did not authenticate

  • Ask if the user is prompted with AirWatch Authentication Request.
  • Close or kill AirWatch Inbox and open it again.
  • Un-enroll the device and uninstall AirWatch Inbox application. Then, re-enroll the device and re-install AirWatch Inbox application.

Profile is not installed

  • Verify that the profile configured is for AirWatch Inbox and not the Native Email Client.
  • Select Try Again option on device prompt.
  • Verify the profile configured is published and is set to Pending Install.
  • Verify that the user is enrolled.
  • Verify by re-pushing the profile to the device.
  • Verify the network connection problem to AirWatch Server (Device Services).
  • Verify by uploading enterprise cert.
  • Verify if the bundle ID of AirWatch Inbox matches the values set in the System Code table.
Login Error Message HTTP 401/403
Possible Cause Solution

Authentication Failed to Exchange

  • Try a different username and password.
  • Verify an email exchange policy is not preventing access.
  • Verify SEG is not preventing access.
Login Error Message HTTP 502
Possible Cause Solution

Unable to connect to the Exchange Server

  • Verify the device network is connected to the email exchange server .
  • Verify the AirWatch enrollment user account has an email username.

Mailbox Sync Failure

Possible Cause Solution

Unable to connect to the Exchange Server

  • Verify the device network is connected to the email exchange server.
  • Collect logs and contact Workspace ONE Support.

Mail not Synchronizing properly

  • Collect logs and contact Workspace ONE Support

No Messages Appear in AirWatch Inbox
Possible Cause Solution

EAS Mailbox Device Limit Reached

  • Connect the device to a web debugging tool such as Fiddler. Evaluate Response Header. Messages such as the following indicate a problem with Exchange restrictions:
    • X-MS-ASError: Message = Collect logs and contact Workspace ONE Support.

  • Verify if the response obtained from Exchange/SEG is within 10 seconds of the request. A ‘-’ indicates the client is waiting for a response.

For Android

Issue Solution
AirWatch Email Client crashes upon initial config Send a debug log to AirWatch from the AirWatch Email Client Default screen.
AirWatch Inbox crashes after config and mail sync Send a debug log to AirWatch from the Inbox Settings screen.
HTTP 449 response when connecting to IBM Notes Traveler

Add the following flag to the notes.ini file on the Traveler server.

                              
                              
                                  NTS_AS_PROVISION_EXEMPT_USER_AGENT_REGEX =(AirWatch*) | (Apple*; AWInbox*) 
                              
                              
                           

Adding this flag disables Traveler from enforcing any policies to the AirWatch Inbox Apps and AirWatch should be used to apply any policies.

Note:

Devices that are leveraging policies provisioned directly by Traveler (i.e not configured through AirWatch) will not be affected.

Debug logs

The Debug option available under Settings > Debug allows you to enable error logging and send error logs to AirWatch.

Enable Logging

Enable device level logging so that you can easily report issues. To enable logging,

  1. Navigate to Settings > Debug.
  2. Enable the following features:
    • Enable extra debug logging – Select the check box to enable sending email client UI logs through email.
    • Enable Exchange parsser logging (extremely verbose) – Select the check box to enable sending Exchange service logs through email.

Send Debug Logs to AirWatch

After enabling device level logging, you can send crash logs directly to AirWatch.

  1. Tap Menu on the appropriate screen:
    • AirWatch Email Client Default Screen – Select Menu from this screen if your app crashes upon initial configuration.
    • Settings Screen – Select Menu from this screen if Inbox crashes after config and mail sync.
  2. Select a debugging option from the appropriate menu:
    • AWEC Default Screen Menu – Select Send Debug Logs.
    • Settings Screen Menu – Select Email Debug Logs.
  3. Select an email account from the options that display.
  4. Complete the fields in the Compose Message window.
    Settings Description
    To Enter the default mail address. For example, airwatch.android@gmail.com. You can edit the 'To' address if required and then, tap Send.
    Attachment Attach a log file as an attachment in the email body.