Since last night, I am still having problems with my iCloud email push. I have done a complete refresh reset of the phone, and still no success. This is happening with both iPhone and iPad on IOS 7. The only time I can see new emails generated is by opening and going into the App, and then it will download all the new emails. All settings have been checked over and over.
iPhone 5, iOS 7
I can't believe the poor support I am getting at apple. The whole thing has been a horrible experience. The engineers are basically saying they can't trouble shoot further.
For those that have escalated to engineering, has anyone else experienced any problems?
Nosix, have you received a response yet from apple support regarding your case number?
I have had the iCloud email push problem since updating to iOS 7. The email push problem is confined to iCloud email only, and I see the problem on both my iPhone 4s and iPad. The Exchange account that I have on both devices pushes fine.
I have been in contact with an Apple senior advisor over the last days. The senior advisor kicked the problem up to engineering, but it apparently came back to him to execute the following troubleshooting tasks, among others:
None of the above worked.
Apple provided me with a test iCloud account, which is set up on my device. That test iCloud account receives pushed email.
From my perspective, this must be an Apple server issue. However, Apple has yet to admit that something has to be done on the server side.
The Apple senior advisor that I'm working with said that Apple will look to see if the issue is on the server side after I have completed the task of setting the device up as a new device. I have now confirmed to the Apple senior advisor that setting my device up as a new device did not mitigate the iCloud push issue.
I've spent a fairly significant amount of time troubleshooting this problem with Apple, so I hope they follow through with the promise to troubleshoot the server.
I have wasted so many hours resetting my phone to factory defaults and setting up as a new device with nothing on it. I have been actually through 3 different senior apple advisors.
The problem is apple will not acknowledge the problem as a server issue. Does anyone know how to contact management at the engineering level?
I am actually on the phone with an Apple support engineer right now, and we have installed a profile on my device to troubleshoot the problem. He also asked me to email him a link to this thread.
Nosix, excellent, please pass on to the engineer to please help as I have not had any success with several engineers.
It is so strange to me that everybody is getting different responses from Apple.
I called yesterday to check on my case number and the advisor I spoke with acknowledged that Apple is having a push issue with many of its iCloud accounts, and that the issue is believed to have been caused by massive surges in server usage upon the launch of iOS7.
This comports roughly with my experience, seeing as how I was running a 4s with iOS6, and my push email stopped working right around the launch of iOS7. I am now running a 5s (on iOS7, obviously) but my push email for my iCloud account still does not work.
I haven't escalated my claim to a Senior Advisor yet because every time I have Apple Support call me, the advisor on the other line is already fully aware of my problem and assures me not only that Apple is coming up with a fix but - more importantly - that Apple is aware of this specific issue in the first place.
For what it's worth, on my call yesterday I was told that a fix would likely come in an update to iOS7. This isn't very reassuring as that I'm fairly certain the issue is on Apple's servers, but seeing as how push seems to work fine on my Macbook Pro, maybe it is an iOS issue. There are some issues with iMessage that are getting a lot more attention right now, those are probably at the forefront of their attention.
A note to all of you: When you do speak to Apple, please try and be very specific about what your problem is. I generally explain away any potential fixes that they may offer me before they are even able to by expalining that we have all tried restarting, restoring, re-setting up the iCloud account, etc. etc. What's better is to just politely tell them that you are willing to hold a moment while they check their logs to see if there is any internal report circulating at the moment regarding a persistent issue with iCloud accounts not pushing e-mail to devices. This will help focus Apple's attention on the fact that this is a widespread issue, and perhaps will allow us to "band together" so to speak in getting our collective issue addressed.
I will keep everyone here posted. The profile I have installed on my device is supposed to collect info into a file. That will appear on my iMac after I sync with iTunes. I will then email the file to the Apple engineer. I dont know if this is any further than any of the others in this thread have gone with the troubleshooting.
I'm sorry but that's just not true. I can use my wifes iCloud account on our more than 4 IOS devices in my home, and it works perfectly! I have set up a new temporary iCloud account, it works perfectly as well!
I have years of notes and information saved on my account. Many, Many contacts, and all my itunes and everything is synced nicely on one ID. I don't want to switch either, to a new icloud account. That is not an acceptable solution. Especially when this is very apparent and obvious its a server issue that should be easily resolved if we get to a skilled engineer that can find this.
Nosix, Appreciate all your updates. I will be trying to get a new engineer and will see if they are able to use the profile thing as well.
If that's the case then it must just be an issue with particular iCloud email accounts that can only be addressed on the server side on a per-account basis. That's troublesome, as it will make the issue particularly hard to diagnose, let alone fix.
Mountague, Thats why we are needing a skilled engineer to fix the problem. So far we have had no success or some have given up too easily, or the advisors are not communicating the correct information to them. In this respect, this has been a horrible experience for me as I have gone full circle on more than one occasion.
It is very easy to track an icloud's ip infromation and trace that to which icloud server it's using. The first step would be to reset/recycle the push services on that particular server. That alone should fix it. If it doesn't, move that icloud user to a different server that works!
I have finished uploading some log files to Apple that contain information collected on my iPhone 5S and iPad. I was told they will be analyzed by someone in Engneering to determine what needs to be done to fix the problem. I was not given a specific time frame for this. I will keep all of you updated, though.
I have also spoken with Apple support, and after trying numerous actions involving resetting the phone and making sure all settings were correct, the guy elevated my case to a second-level tech. He almost immediately escalated my case to engineering. This was late last week and have not heard anything yet. I'll wait a bit more and call to see if anything has been found. I am certain, and I think he was to, that this issue involves one or more iCloud servers, as it affects both of my iOS devices and other iCloud accounts I've tried on my phone work perfectly on it.
The fact that my icloud account is very old (was a .Mac account to start) makes me wonder if this issue mostly affects older icloud accounts that have been migrated multiple times. My wife and son's icloud acctounts are never and have not had this issue. Just a thought. Seems that the push issues I'm having also happened when they moved my accont from .Mac to MobileMe to exactly the same effect. Some weeks later it just started working.
Anyone else have an older account?
In response to deepnightdave. I have an older .me account but not .mac. Not only am I having an issue with iCloud, I'm also having an issue with Gmail not pushinguntil I force push through the mail app.
I posted this a last week prior to finding this thread.
https://discussions.apple.com/thread/5405644
hope this helps?
iCloud Push for Mail Still Not Working IOS 7
