Corp email and IOS 10 cause keyboard and entire device to freeze
I have about 70+ IOS devices (ipads and iphones) in our business that we support and connect to our Corp on premise exchange 2016 server using Activesync. i have upgraded almost everyone in our company to the new iPhone 7 models. All is working great fore everyone except i have two users who are having major issues ever since they upgraded their iphone 6 phones to IOS 10. Since they upgraded the behavior on the phone has been this:
When typing an email in mail, imessage, text message, using whatsapp, safari or anything with a keyboard feature the devices keyboard will randomly freeze. the freeze lasts until you push the sleep button and then log back in to the phone, or sometimes it will even feeze the whole display and lock screen so you are unable to type in the passcode to unlock the device. If the device does not respond then will have to do a hard reset to regain functionality.
steps we have taken to resolve the issue: (No change = problem persists)
1. swap with a different device either iphone 6 or iphone 7 and restore user profile. - No change
2. erase all content and data and setup new device, setting up on icloud and corp email - no change
3. read some threads about it being caused by the keyboard. so we reset dictionary on each device - no change
4. read threads about turning off spell check, predictive text, shortcuts - no change
5. restored device as new iphone and only setup corp email - no change
6. updated to IOS 10.0.3 - no change
7. updated to IOS 10.1.1 - no change
8. Tried on 3 different iPhone 6's and 1 iPhone 7 with the same two user accounts - no change
9. Restored iPhones using settings>general>reset option as well as using itunes - no change
10. Opened a ticket with Apple Support. it has been escalated to an senior advisor, but so just waiting on a response and next steps from them.
Is there anyway to get any sort of diagnostic logs off of these iPhones to hopefully see what is going on with the device when these two users corp email is connected to it?
Originally we thought it was our corporate email causing the issue, but we don't believe that is the problem currently, since it affects the keyboard no matter what application you are using on the phone regardless of mail being open, running in the background or closed. If its bad enough the freezing will actually lock up the phone completely even to the point of if we can put the display into sleep using the button and wake it back up, we sometimes are unable to enter the passcode to unlock the device. Plus this all started after the IOS 10 update when they were both running iPhone 6's.
Any help would be appreciated from any apple engineers or anyone else who has run into this problem.