Error Signing In - There is no connection to the Internet

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Level 1

9 points

Error Signing In - There is no connection to the Internet

I'm trying to add an Exchange/Office 365 mailbox to a users iPhone X. When i get to the part where i'm prompted to sign in (iphone screen text: "Sign in to your 'company.com' Exchange account using Microsoft? Your email address will be sent to Microsoft to discover your Exchange account information") i get an error message after tapping 'sign in' that says "Error Signing In There is no connection to the Internet." I did verify that the phone does have Internet access, plus when we installed Outlook Mobile on his phone there were no issues configuring it using auto discover.

It's the same result whether wifi is on or off, cellular data or no cellular data.

If it weren't for the "no connection" error, i'd say this was probably an issue with his account, or something on Microsoft's end. But obviously there's something else going on here that seems specific to the phone. I've configured multiple other iPhones using this method without issue, but i'm not sure if any of them were the "X" model.

Btw, if i configure his account manually the mailbox setup works, but because of the companies security settings the connection is blocked. It has to happen via the auto discover process (i.e. tap "Sign in" instead of "Configure Manually".

I've attached the relevant information. Hopefully someone has seen this before and can point me in the right direction.

Thanks in advance.

Posted on May 3, 2019 5:59 AM

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Answer 1

LJH123

Level 1

13 points

Jun 4, 2019 10:16 AM in response to beefaroni

I did try the "Reset Network Settings" but it had no effect.

Like you, it wasn't working for me even when I had a cellular connection, with or without WiFI. So I ended up moving my whole self and iPhone to a completely different WiFi connection, and it inexplicably gave me the option to "Sign In."

It seems that didn't work for you, so I'm stumped as to the mechanism here, but happy to report that I was able to re-add my Exchange account and all is well.

Good luck!

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Answer 2

SravanKrA

Level 10

431,160 points

May 3, 2019 6:11 AM in response to beefaroni

I would suggest you to configure the mail manually.

You may need IMAP and SMTP addresses and port numbers which you can find in the following link.

https://support.apple.com/mail-settings-lookup

Simply enter your email address in the link above and it will use it to provide the required Mail settings.

I strongly feel this will work

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Answer 3

beefaroni Author

Level 1

9 points

May 3, 2019 6:17 AM in response to SravanKrA

Thanks SravanKrA, but as i mentioned in my original post: "..if i configure his account manually the mailbox setup works, but because of the companies security settings the connection is blocked. It has to happen via the auto discover process (i.e. tap "Sign in" instead of "Configure Manually".)"

There's just no way around that. Plus, it doesn't address the question of why the phone is saying there's no Internet connection when there clearly is.

(I clicked "helpful" by mistake. I'm not sure how to unclick that.)

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Answer 4

beefaroni Author

Level 1

9 points

May 3, 2019 6:26 AM in response to SravanKrA

I'm not sure i follow your logic. As i mentioned, regardless of how the phone is connecting to the Internet, we still get the same error. Also regardless of how the phone is connecting to the Internet we can get to any website and use any apps that require an Internet connection no problem. It's just the one single function of tapping "sign in" that generates the 'no connection' error.

In other words, there's nothing wrong with the phones Internet access.

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Answer 5

beefaroni Author

Level 1

9 points

Jun 4, 2019 5:21 AM in response to LJH123

Unfortunately not, but it's good to know we're not the only ones who've seen this behavior. Luckily the effected user found that he preferred Outlook Mobile to the native iPhone email client, so it all worked out.

Did you try any of SravanKrA's suggestions?

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Answer 6

LJH123

Level 1

13 points

Jun 3, 2019 1:30 PM in response to beefaroni

Hi beefaroni (lol). Did you find a way around this? I'm having the exact same problem.

Thank you!

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Answer 7

SravanKrA

Level 10

431,160 points

May 3, 2019 6:22 AM in response to beefaroni

Though you have said you have tried with wifi also, so

I would suggest you to try these

Try changing the SIM
Settings > General > Reset > Reset Network Settings, If this does not work
Try a Reset All Settings (No Data is Lost)

This resets all your personalized features back to factory defaults

Go to Settings > General > Reset > Reset All Settings

- What this effectively does is to reset some of your Settings to factory default. It’s not a complete removal of settings. It removes all of your preferences for Wi-Fi, Bluetooth, Do No Disturb, Notifications, General, Sounds, Brightness & Wallpaper and Privacy.
- Resetting all settings also reverts all your personalized and customized features like wallpapers and accessibility settings back to factory defaults.
- Performing this action does not impact any of your personal device data, including photos, videos, notes, messages, reminders, emails, calendars, texts, documents, and other files

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Error Signing In - There is no connection to the Internet

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