Izzil

Q: iPhone freeze while taping emails.

Hi,


We are a company, using iPhone 5, 6, 6+ ; we have installed MobileIron on each device, and we are using an exchange 2007 server.


Problem is :

A few users are complaining about the iPhone because it is freezing many times while they are taping an email. This problem is not really new, we had this problem using iOS 9.0 then 9.1, 9.2 (and now 9.21).


What's happening ?

User is replying to an email, everything is ok, and suddently the loading icon appears (near the wifi icon, on top screen) , and he cannot do anything else.

* If user wait (30-60seconds) then he can continue.

* If user press the Home button, then at the end of the freeze, all apps are sent to the background, and if he reopen Mails, the current mail (he was writting) is lost & not in the Draft folder.

 

When I have reconfigured the iPhone, I have :

- Use the "Reset All Settings" function.

- Activated the Apple account as a new account (no restore from previous backup).

- Deactivated all iCloud function.

- Deactivated predictive text.

- Deactivated App background refresh.

- Deactivated WIFI Assist.

- Sync emails for 2 weeks.

- He is using Word / Excel / Powerpoint, no other additionnal app. I have installed those apps on my device and for the moment, no problem reported from MY side.

 

We also tried the same thing with an iPhone 6 S Plus 64Gb, same problem.

 

Any similar issue ? Or tips ? I have no other idea....

 

Thanks for reading !

iPhone 6 Plus, iOS 9.2.1

Posted on Feb 18, 2016 2:08 AM

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Q: iPhone freeze while taping emails.

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  • by Jesper Ryskin,

    Jesper Ryskin Jesper Ryskin Feb 18, 2016 11:39 PM in response to Izzil
    Level 1 (0 points)
    Feb 18, 2016 11:39 PM in response to Izzil

    I Have the exact same issue, on iPhone 6 Plus w/128Gb. interestingly, the exact same behavior as you describe is true both in the Mail app, AND in the OWA mail app, pointing to me in an error in how the phone works in the background, not the individual app.

     

    It makes it impossible for me to forward e-mails. I will only be allowed to type for a period of time, then the app freezes and upon leaving and re-entering the app, I am back in the Inbox.

     

    And as mentioned, true in both Apple Mail AND Owa, that both connects to the same Office365 Exchange-setup.

     

    No problems in the Google Inbox-app, syncing to a G-mail account, though.

  • by Izzil,

    Izzil Izzil Feb 24, 2016 3:06 AM in response to Jesper Ryskin
    Level 1 (0 points)
    Feb 24, 2016 3:06 AM in response to Jesper Ryskin

    Another user complain about this problem, exactly the same, she has an iPhone 6+ 128Gb with iOS 9.2.1

     

    Regarding previous user, I changed his iPhone 6+ 64Gb for an iPhone 6 16Gb, as I know, there is a difference between 6 and 6+ for the keyboard software ? But this morning he brought this new device because problem is still present.

    This time, when I replaced the device, I did a bakcup / restore, probably a bad idea, but... this is a nightmare, too many possibility, how can we debug an iPhone ???

     

    Any help from Apple support ? And please, no need an answer like by phone "Our device are working fine, thank you for calling"

  • by WillFulmer,

    WillFulmer WillFulmer Apr 7, 2016 12:11 PM in response to Izzil
    Level 1 (4 points)
    iPhone
    Apr 7, 2016 12:11 PM in response to Izzil

    Any additional information in regards to this, specifically with MobileIron?