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"This message has not been downloaded from the server" - Multiple devices all using Exchange Active Sync

We are having this issue across multiple IOS devices ranging from IOS version 5.x up to the latest 6.1.2. Many (not all) emails sent to the devices are unreadable and simply state: "This message has not been downloaded from the server". Microsoft believes this to be some sort of bug with the IOS devices in the way they are handling the SSL encryption.


Facts:

- Devices are connected to an Exchange 2010 SP1 Rollup 6 via Active Sync (No POP3, IMAP or SMTP)

- issue occurs on multiple IOS devices within the organization ranging from IOS 5.x up to the latest 6.1.2

- Issue occurs on both external cellular data and internal wireless networks

- Not all emails sent to the devices result in the error, but issue does tend to occur more frequently from certain senders/domains

- Using the same user account on an android phone does not result in an issue (even when receiving the exactly same email that has been sent to the IOS devices)

- Closing mail app / rebooting device does not resolve the issue

- Doesn't appear to matter what the mesage format is (can be html, plaintext, etc)

- Spent nearly 7 hours with Microsoft going through the Exchange server configuration and looking for possible causes. None have been found and all testing indicates things are setup correctly.

- This is not a case of Issue 2.3 listed here: http://support.microsoft.com/kb/2563324 (verified by Microsoft Support)

- If we disable SSL on the IOS device and connect via plain HTTP the messages are displayed correctly!

- If we use a different SSL certificate, the issue still occurs - so not a problem with the original cert.


Does anyone have any suggestions on what would cause this? Does the ISO devices have any sort of log that would indicate why it's reporting this error? The current error is pretty unhelpful.

iPad (3rd gen) Wi-Fi + Cellular, iOS 6.1.2

Posted on Feb 27, 2013 3:47 PM

Reply
43 replies

Oct 2, 2015 3:43 PM in response to mackenzietsi.com

I am having the same problem using ios 9.0.1 with a Frontier pop account, using the default mail app. Deleting the account and re-adding it did not fix the problem for me either. I spent time on the phone with Frontier and we determined the problem is not on their end and that it is an Apple problem, so Apple please step up and help us resolve this!!

Oct 5, 2015 1:34 PM in response to ChefJoeFerrari

CAN SOMEONE PLEASE TEST THIS WITH BOTH POP AND IMAP. ARE BOTH PROTOCOLS SHOWING THE SAME BEHAVIOR. I HAVE CLIENTS WHO UPGRADED TO 9.0.X AND HAVE THIS ISSUE FOR OVER A WEEK. I WAS ADVISED THAT 9.0.2 WILL NOT ALLOW DOWNGRADING SO I AM NOT ADVISING MY CLIENTS TO UPGRADE TO 9.0.2 FOR THIS REASON BECAUSE IF WE NEED TO GO TO 8 AS THE LAST RESORT.

Oct 8, 2015 9:01 PM in response to Blair.Stouffer

THIS IS THE SOLUTION! -- Well, sort of. We had the exact same problem as everyone else is reporting, namely, that some e-mails are not downloading in full on our iPhones running iOS 9.0.2. The "kludge" solution that we have come up with is to also load Microsoft Outlook for iOS on every iOS device. It handles e-mail perfectly (not nearly as good with contacts and calendar!), always storing the full e-mail(!), and only stores your most recent e-mails (NOT years back), so it does not double your e-mail storage and download times (i.e., iOS Mail app + Outlook mail app). And its mail searching is fast and otherwise excellent! A perfect fix -- sort of! -- until Apple fixes its Mail program! 🙂

Oct 8, 2015 9:02 PM in response to Blair.Stouffer

THIS IS THE SOLUTION! -- Well, sort of. We had the exact same problem as everyone else is reporting, namely, that some e-mails are not downloading in full on our iPhones running iOS 9.0.2. The "kludge" solution that we have come up with is to also load Microsoft Outlook for iOS on every iOS device. It handles e-mail perfectly (not nearly as good with contacts and calendar!), always storing the full e-mail(!), and only stores your most recent e-mails (NOT years back), so it does not double your e-mail storage and download times (i.e., iOS Mail app + Outlook mail app). And its mail searching is fast and otherwise excellent! A perfect fix -- sort of! -- until Apple fixes its Mail program! 🙂🙂

Oct 17, 2015 1:18 AM in response to siwillow

This is really bad. I kept some important e-mails on my phone so that important data is always with me. Now it seems like Apple decided to delete all these data from my phone - I can only see the header and then "This message has not been downloaded from the server".


I know that they were downloaded. I had them and now they are missing.

Oct 26, 2015 6:25 AM in response to Blair.Stouffer

Anyone heard of a fix for this yet? This is a huge blunder on Apple's part. I am so glad I looked to make sure my game ticket email I had flagged was on my device this weekend. It was showing the "This message has not been downloaded from the server." message. That would have sucked to show up for the game and not have my tickets!! Unfortunately, I would have had them in the "Wallet", but it would only download one the tickets in my email and I needed all 4. Took me a bit to get them back on my phone from my home computer, I was panicking until I reached the gate that the message would replace my email again. I also refer back to my emails often for work, getting this message constantly is a huge problem. Not happy with Apple right now. 😠

Oct 26, 2015 3:51 PM in response to jana-cetecea

No resolution for me even after talking with Apple last week. The tech said he discussed the problem with one of their engineers and that the issue is with Frontier (my internet service provider) and not an Apple problem. I'm not buying this! Now some emails that are unopened on my home computer will not load the body of the email on the phone, whereas previously it was only if they were in trash. Some other weird stuff too and there doesn't seem to be a consistent pattern. What you experienced with your E-ticket is a huge problem indeed. Thinking I will make an appointment at the Apple Store to sit down with a tech next.

"This message has not been downloaded from the server" - Multiple devices all using Exchange Active Sync

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