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User does not receive new emails on Workspace ONE Boxer applicationWhen a user tries to send emails from Workspace ONE Boxer, they are stuck in the Outbox folder
This article provides troubleshooting steps when new emails are not syncing on the Workspace ONE Boxer application or when the users are not able to send emails from Boxer and the mails get stuck in the Outbox folder.
There could be multiple reasons if the new emails are not syncing on the Workspace ONE Boxer application. Loss of network connection between the device and Mail or SEG (Secure Email Gateway) server.If SEG is in use, loss of connection between SEG and Mail server.Issues with the mail serverUser authentication issues such as a recent change in the password for the email accountOther reasons(product glitches/bugs) which require active diagnosis and troubleshooting
Use these basic troubleshooting steps to validate if new emails are not getting synced on Workspace ONE Boxer: Check on any other application which is logged in using the same email account - if the users are able to receive mail. This step will indicate if the problem is with the mail server. If users are not able to receive emails on any application or platform, the issue might be with the mail server and the Email team can be notified at this point if not done already. If mails are not syncing for a single or a small group of users but are syncing fine for others, check on the points below: Contact the AD admin of the organization and check if Inheritable Permissions are enabled for this user or not. This option needs to be enabled for users to get mails on Workspace ONE Boxer. Check with the Exchange team if Exchange ActiveSync(EAS) is enabled for the affected users or not. If not, ask the Exchange team to enable EAS for these users. Once EAS is enabled, users can simply re-install Boxer and mails should start syncing. You can also check out Enable or disable Exchange ActiveSync for a mailbox to see how to enable or disable EAS for specific users.Disclaimer: VMware is not responsible for the reliability of any data, opinions, advice, or statements made on third-party websites. Inclusion of such links does not imply that VMware endorses, recommends, or accepts any responsibility for the content of such sites. If all users are able to receive mails on other applications but not on Boxer: Check if the device has an active internet connection.If the user has recently changed the password for an email account, see Workspace ONE Boxer fails to sync emails after account password change.Navigate to Boxer configuration > Email Settings, check the value entered in the Exchange ActiveSync Host field, and ensure that the URL entered in the field is accessible from the affected device(s). If the mentioned URL is not accessible, work with the network team to get it addressed. If there is an Email Integration, check if the Test Connection for the Email Integration is working. If the test connection is not successful, see Common Steps to troubleshoot SEG Test Connection unsuccessful error.If SEG is in use, check if the SSL certificate on the SEG Server is valid or not. You can check on various SSL checker sites like SSL Shopper. If the certificate shows as invalid, follow the steps outline in the article How to renew the SSL certificate on SEG to renew the certificate on the SEG Server. Note: The certificate on the SEG Server must be a full chain certificate with proper root and intermediate certificates. If the certificate is not a full chain, it might cause issues with mail sync on Android devices. Disclaimer: VMware is not responsible for the reliability of any data, opinions, advice, or statements made on third-party websites. Inclusion of such links does not imply that VMware endorses, recommends, or accepts any responsibility for the content of such sites. Ensure that SEG Server has access to the Workspace ONE API Server and Email Server on port 443. If the email sync issue on Boxer persists even after the above options are verified: Collect the required logs while replicating the issue. For more information, see Collecting logs for Workspace ONE Boxer Email Sync Issues on Android and iOS for the logs required to troubleshoot mail sync issues.Create a VMware Workspace ONE support request and share the log information for further analysis.