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When new emails are received in the inbox, Workspace ONE Boxer does not send any notification on the device.
This article provides steps to troubleshoot Workspace ONE Boxer application (app) email notification issues.
Boxer is failing to notify when emails are sent to the device, even though the setting on the phone in Boxer is set to notify immediately.
Pre-requisites Access to Email Notification Service (ENS) ServerAccess to Workspace ONE UEM Console Procedure If you are not able to receive notifications for new emails on Boxer, determine whether the issue is user-specific or whether it is occurring for all the users.As always, it is recommended to utilize the latest available version of Boxer and ENSv2.If the issue is related to a single user, it is probably due to a missing property in the user properties in Active Directory (AD) or Exchange server: On the device, check if the internet connection is active. Switch between different networks and check whether that resolves the issue.In the Workspace ONE UEM Console, navigate to Accounts > Users > List View and search for the affected user. In the user-properties, check whether the values for Email Address, Email Username and Domain are correct. Re-install the Boxer application on the device and configure it using the same email account. Verify if your user is able to receive notifications now. If the issue is occurring for all users: Navigate to Boxer configuration > Email Settings > Notifications and click on Edit.On the next page, check all the ENS-related details and ensure that they are correct. On the previous page, check the value entered in the Exchange Web Services (EWS) URL field and ensure that the EWS URL is reachable from the ENS Server. If not, then work with your network team to establish a connection between ENS Server and EWS endpoint on the mail server. On the device, check if the ENS alive endpoint is accessible or not (ENS Alive endpoint format - https://ENS_Server_URL/mailnotificationservice/api/ens/alive). The expected response is shown below: If ENS alive endpoint is not accessible from the device, work with your network team to get this URL accessible from the public internet. You can also check out the ENS Network Requirement guide for all ENS-related network requirements. On the Workspace ONE UEM Console, navigate to Groups & Settings > All Settings > Devices & Users > Apple > Apple iOS > APNs for Applications and ensure that the APNs certificate for VMware Boxer has not expired. If you find the APNs for Applications certificate for VMware Boxer has expired, follow the steps outlined in the article APNs for Application certificate renewal for On Premise environments and renew it. If this does not resolve the issue, please review our Troubleshooting ENS documentation for a comprehensive list of troubleshooting steps that can be taken. If the email sync issue on Boxer persists after the above options have been verified, reach out to Workspace ONE Support per the instructions listed in this resource: How to access VMware Workspace ONE Support (2151511).
For information on similar symptoms and relevant details, please review: New email notification requirements in Workspace ONE Boxer for Android (2961734)[Resolved] BINXI-12147: Missing notifications in Workspace ONE Boxer 5.10 for iOS due to an invalid APNS token in the Database (76390)[Resolved] SYSAR-1621: Inconsistent email notifications on VMware Workspace ONE Boxer application with on-premises Email Notification Service 2 (ENS2) (80179)