odette-m

Q: Cannot setup Exchange account on iPhone 6

I have an iPhone 6 running 9.3.2. I've tried adding my work Exchange account to the native app as well as the Outlook app and it won't work. It either says it cannot verify account details or it asks me to check user name and password. My exchange account also won't add to my old iPhone 4S or the iPad 3.

 

Other iPhone users at work added their Exchange accounts without a problem. Mine is the only one the Exchange team is aware of that won't work. They have not been able to help. There are no IMAP settings so I can only add as an Exchange account.

 

I've tried resetting the network settings but that didn't help. I even tried the CloudMail app and the didn't work either.

 

Any ideas?

iPhone 6, iOS 9.3.2

Posted on Aug 12, 2016 6:21 AM

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Q: Cannot setup Exchange account on iPhone 6

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  • by qsszb,

    qsszb qsszb Aug 12, 2016 6:25 AM in response to odette-m
    Level 3 (518 points)
    iCloud
    Aug 12, 2016 6:25 AM in response to odette-m

    I have seen this a few times at my work. Cause is more than likely the local Email server rather than iPhone, especially since it doesn't work in the Mail App as well as Outlook App.

     

    It might be that the settings on the email server doesn't allow Activesync devices - might be worth checking with IT to see if they enabled that.

  • by odette-m,

    odette-m odette-m Aug 12, 2016 6:30 AM in response to qsszb
    Level 1 (4 points)
    iPhone
    Aug 12, 2016 6:30 AM in response to qsszb

    The Exchange admin confirmed that Activesync devices are allowed.

  • by qsszb,

    qsszb qsszb Aug 12, 2016 6:33 AM in response to odette-m
    Level 3 (518 points)
    iCloud
    Aug 12, 2016 6:33 AM in response to odette-m

    This is going to be a setting on the exchange side somewhere to-do with your account. There is a Microsoft supplied website which can do some diagnosis which IT might be able to do with you: https://testconnectivity.microsoft.com/

     

    The iPhone simply connects to the server, so chances are the problem lies with the server. The Outlook App will use its own code to connect to the Exchange server, so as you are having the problem with both the Phone and the App, it is very unlikely the problem lies outside of the Exchange Server run by your IT.

  • by ChrisJ4203,

    ChrisJ4203 ChrisJ4203 Aug 12, 2016 6:36 AM in response to odette-m
    Level 9 (57,005 points)
    iPhone
    Aug 12, 2016 6:36 AM in response to odette-m

    When it tells you to check the username and password, is the username you are using the same as the one to enter your network account at work? To be honest, if it will not verify, the only one that can really help you is the Exchange Administrator. Make sure you make this first attempt to create this while connected to your work network, just in case, as the Exchange Administrator can then see what may be happening with the account. Also, if you have web access to the account, check to see if there are too many devices attempting to connect to your account. If you have had the mail on several devices in the past, it may be they are still registered with the account and need to be removed. IT may have the accounts set to only allow a limited number of devices.

  • by odette-m,

    odette-m odette-m Aug 12, 2016 6:36 AM in response to qsszb
    Level 1 (4 points)
    iPhone
    Aug 12, 2016 6:36 AM in response to qsszb

    Thanks. I'll ask the admin to help me with this on Monday. Will update once we've run through this.

  • by odette-m,

    odette-m odette-m Aug 12, 2016 6:39 AM in response to ChrisJ4203
    Level 1 (4 points)
    iPhone
    Aug 12, 2016 6:39 AM in response to ChrisJ4203

    Yes the mail and network user names and passwords are the same. I checked the Options via Webmail and there are no devices listed. I've never had work mail on any of my devices.

     

    I will spend some time with the Admin on Monday and hopefully we can work out where the problem is. Thanks for the feedback.

  • by qsszb,

    qsszb qsszb Aug 12, 2016 6:40 AM in response to odette-m
    Level 3 (518 points)
    iCloud
    Aug 12, 2016 6:40 AM in response to odette-m

    Good luck!  Let us know how you get on. Exchange can be difficult (I have been a Exchange admin for years) and there are some strange quirks that can arrise with some user accounts - and they can be very tricky to pinpoint.

  • by ChrisJ4203,

    ChrisJ4203 ChrisJ4203 Aug 12, 2016 7:24 AM in response to odette-m
    Level 9 (57,005 points)
    iPhone
    Aug 12, 2016 7:24 AM in response to odette-m

    You're welcome, and good luck.

  • by odette-m,

    odette-m odette-m Aug 15, 2016 3:57 AM in response to qsszb
    Level 1 (4 points)
    iPhone
    Aug 15, 2016 3:57 AM in response to qsszb

    I referred one of our Exchange admins to your link and she responded thus:

    these test are done if you want to check if exchange or lync works from the outside, however, there is no need to do these test has exchange\lync works from the outside,  we receive our mail, other apple mobile users can get their mail fine, it is definitely your device.

    Also, she set up my account on her Android phone and it worked fine. So the problem seems to lie with my Apple devices.

    She is working with another admin now to see if they can pinpoint the problem on my phone. Will update you once I receive feedback from them.

  • by ChrisJ4203,

    ChrisJ4203 ChrisJ4203 Aug 15, 2016 7:42 AM in response to odette-m
    Level 9 (57,005 points)
    iPhone
    Aug 15, 2016 7:42 AM in response to odette-m

    Okay, if they are determining that your account is alright and it is in your phone, the only way to ensure that there is nothing interfering with the setup would be to create a backup of the phone and then wipe it to factory. Restore the device to factory, and without adding any additional content, only attempt to setup the exchange account. If this works, then go ahead and attempt to restore your device from your backup and then add the account again. See where you end up.

     

    I don't see where it was recommended, but you can try a couple of more things before the restore. First, go to Settings>General>Reset>Reset Network Settings. This will remove all network passwords and other data. It will require you to add back all of your wi-fi passwords for networks you wish to connect to, but this could clear things. The second would be Settings>General>Reset>Reset All Settings. That one will do the same as the other reset, but it will also reset your home screens, and remove any folders you have created. I would try the network settings and then attempt to add the account again. Make sure you have deleted the account before you do the reset. See if any of this helps.

  • by odette-m,Solvedanswer

    odette-m odette-m Aug 16, 2016 4:37 AM in response to ChrisJ4203
    Level 1 (4 points)
    iPhone
    Aug 16, 2016 4:37 AM in response to ChrisJ4203

    Good news! It turns out that my account was in the wrong OU. A while back I was used as a guinea pig by Active Directory and they moved me to a different OU and never moved me back. Once I was moved to the correct OU the Exchange account installed and my mail was downloaded.

     

    Thanks so much for your advice and support!

  • by ChrisJ4203,

    ChrisJ4203 ChrisJ4203 Aug 16, 2016 9:33 AM in response to odette-m
    Level 9 (57,005 points)
    iPhone
    Aug 16, 2016 9:33 AM in response to odette-m

    I'm glad to hear it worked, but it also puzzles me about how the Exchange administrator was able to set up your account on her Android device, as stated in an earlier post. That could also indicate other issues, unless the EA was not forthcoming in what they did.