Apple's Devices Common Issue and Iphone Mail and Network Troubleshooting

iPhone/iPad - FAQ & troubleshooting v26
IPHONE MAIL/NETWORK TROUBLESHOOT - MICROSOFT EXCHANGE SETUP 1

Author: Massafra Roberto
Version: 26
Date: 2014.08.28

IPHONE MAIL/NETWORK TROUBLESHOOT
Microsoft Exchange setup
Microsoft Exchange Contacts Load
Receiving Mail
"Cannot get mail"
"Unable to move message"
"Relaying denied" or "Email address
rejected by the server" when sending email
Mail Organisation
Mobile Data
Wi-Fi Connection Issues

APPLE DEVICES COMMON ISSUES
iPhone/iPad locked, or suddenly turned off.
Impossible to turn it on or let it working.
iPhone/iPad cant turn on, also after trying
to do Manual Reset.
Lost all data of iPhone/iPad.
Forgot security passcode of iPhone/iPad
Device works correctly, but computer cant
recognize it
Computer can recognize device, but ITunes
dont
iPhone/iPad turn on but doesn't recognize
sim card
Incorrect working of one or more functions of
devic
Gps or Wi-Fi functions not working on device

ELSE VISIT -
http://manuals.info.apple.com/MANUALS/1000/MA1565/en_US/iphone_user_guide.pdf

IPHONE MAIL/NETWORK TROUBLESHOOT - MICROSOFT EXCHANGE SETUP 2
1 IPHONE MAIL/NETWORK
TROUBLESHOOT
1.1 Microsoft Exchange setup

Tap Settings > Mail, Contacts, Calendars > Add Account > Microsoft Exchange
DOMAIN : "EU"
FULL email address in the Email and Username boxes.
SERVER: "mfe.santen.fi "
"save"

IPHONE MAIL/NETWORK TROUBLESHOOT - MICROSOFT EXCHANGE CONTACTS LOAD
3

1.2 Microsoft Exchange Contacts Load
Access a Microsoft Exchange Global Address List: Go to Settings > Mail, Contacts, Calendars,
then tap your Exchange account and turn on Contacts.
1.3 Microsoft Exchange Calendar Load
Turn on Exchange calendars. Go to Settings > Mail, Contacts, Calendars, tap an account, then turn
on Calendar.
1.4 Receiving Mail
First, try these basic troubleshooting steps:
Tap Safari and load a webpage. If you can load a webpage, then your device has Internet
access. If you can't load a webpage, check your Wi-Fi connection or try a different Internet
connection:
o Try a different Wi-Fi connection.
o Try tap Settings > Wi-Fi and turn off Wi-Fi.

Make sure your settings are correct using Mail Settings Lookup.
IPHONE MAIL/NETWORK TROUBLESHOOT - RECEIVING MAIL 4
Restart your iOS device.
Delete the affected email account from your device.
Tap Settings > Mail, Contacts, Calendars.
Tap the affected email account.
Tap Delete Account.
Add your account again."Cannot get mail"
Make sure you entered the correct password.
Check that Password does not differ from Active Directory password."Unable to move
message"

Tap Settings > Mail, Contacts, Calendar, then tap your email.
Tap Account.
Tap Advanced.
Tap Deleted Mailbox and make sure it's set to Trash.
Tap Advanced > Account, then tap Done. - Note: If you see the issue again, repeat steps 1
through 3, tap IMAP Path Prefix, then Inbox. - After you make your changes, tap Account, then
Done.
"Relaying denied" or "Email address rejected by the server" when sending email
This error indicates that either an email address is incorrect or your settings aren't correct for
your current connection. Make sure the email address is correct for messages in the Outbox or
try a different port:

If you're on a Wi-Fi network connected to the same network as your email domain, such as your
Cable or DSL provider, try port 25:

Tap Settings > Mail, Contacts, Calendars.
Tap your email account, then tap Account.
Scroll down and tap Outgoing Mail Server.
Tap Primary Server, then tap Server Port.
Delete the current port and enter 25.
Tap Done.

When you connect to a cellular data or a different Wi-Fi network, you need to use an alternate
port and authentication, if your email provider supports it. The most common alternate ports are
465 and 587.
IPHONE MAIL/NETWORK TROUBLESHOOT - MAIL ORGANISATION 5
1.5 Mail Organisation
Turn ON "Organize by Thread" to GROUP related messages.
!worddav43ce4b53117f6cb35026f06b8868ddea.png|height=291,width=210!Turn OFF to
SEPERATE.
1.6 Mobile Data
1. Select General > Mobile Data. On some iPhones, this is called "Cellular" instead. Older
versions, look for "Network".

Troubleshooting
Toggle airplane mode: Tap Settings, turn airplane mode on, wait three seconds, and then turn off
again.
Restart your iPhone.
Make sure that your software is up to date:
Check for a Carrier Settings Update: Tap Settings > General > About.
Check for an iOS Software Update: Tap Settings > General > Software Update. - Note: Some
updates may require a Wi-Fi connection.
IPHONE MAIL/NETWORK TROUBLESHOOT - MOBILE DATA 6
Remove the SIM Card and reinsert it. Allow the iPhone to acquire the network again.
If your SIM card has SIM PIN enabled, try turning it off: Tap Settings > Phone > SIM PIN.
Try another location. If a different location works, but the original location still doesn't,
Reset network settings: Tap Settings > General > Reset > Reset Network Settings.(see here for
guide to reset)Wi-Fi Connection Issues
1. Wi-Fi is on? Correct password?

2. Reset network settings: Tap Settings > General > Reset > Reset Network Settings.

APPLE DEVICES COMMON ISSUES - MOBILE DATA 7
2 APPLE DEVICES COMMON
ISSUES
- IPHONE/IPAD LOCKED, OR SUDDENLY TURNED OFF. IMPOSSIBLE TO TURN IT ON OR
LET IT WORKING. 8
3
Here you Will find some of most common issues concerned Apple Mobile Devices as iPhone, iPad
and iPod Touch, and possible quickly solutions.

3.1 iPhone/iPad locked, or suddenly
turned off. Impossible to turn it
on or let it working.

Troubleshooting
Push at the same time On/Off Button an home button of device for more than 10 seconds
(Manual Reset). If device turn it on, issue would be caused by an excessive number of open
Applications

3.2 iPhone/iPad cant turn on, also
after trying to do Manual Reset.
Troubleshooting

Connect device on computer. Be sure computer has a internet connection.
Be sure computer had installed iTunes program
If computer is not the same where info were synchronized to device or other device would be
connected with in, be sure to delete automatic synchronization from iTunes, to avoid lost all
data device or sync other devices info on it when device will turn on:
- IPHONE/IPAD CANT TURN ON, ALSO AFTER TRYING TO DO MANUAL RESET. 9
In iTunes, choose Edit > Preferences. > Click Devices > Select Prevent iPods, iPhones, and
iPads from syncing automatically

We can start restore as new device. VERY IMPORTANT ! THIS OPERATION WILL ERASE
ALL THE INTERNAL DATA OF DEVICE, WARN CUSTOMER ABOUT IT AND SUGGEST
HIM TO BE SURE ABOUT EXISTENCE OF A PREVIOUS BACKUP. (Backup could be
present on computer or in iCloud account) . :
Keep pushed On/Off button for 10 seconds, then start to keep pushed also Home button for about
20 seconds. Wait until ITunes will recognize device; Now, would be possible click on button
Restore as New. Restore will start and automatically will set up device with latest version of iOS.
If device doesnt respond and is impossible to restore as new, suggest to customer to contact
Applecare Customer ServiceLost all data of iPhone/iPad.
- FORGOT SECURITY PASSCODE OF IPHONE/IPAD 10

Troubleshooting

Restore from backup on computer
Be sure no other device were connected on same computer. If several devices were connected
on same computer, be sure to delete automatic synchronization from iTunes, to avoid lost all
Look at left bar on iTunes, until finding device name with little icon
Click on device icon with right button, automatically will appear voice Restore From Backup.
Could be present several backup, any of it with their date and hour of creation. You could
choose which backup you are interested in.
Click with left button on backup you are interested in.

Restore from backup on iCloud
Be sure device has an active wi-fi internet connection.
Go to Settings > iCloud > Storage & Backup > Manage Storage, then tap the name of your
device to view a list of iCloud backups.
Check the date of the backup you want to restore, because you'll be restoring only what iCloud
backed up on that date.
3.3 Forgot security passcode of
iPhone/iPad
Troubleshooting
If it is still initial passcode ,
it is 4 last digit of IMEI-code, written in the back of each iPad and iPhone 6. If device its a
previous version, IMEI-code is not on the back of it but on sim-tray and on the original box
If it is a created passcode, is not possible to fund it. In this case the only solution to unlock
device is to restore it as new :
Connect device on computer. Be sure computer has a internet connection.
Be sure computer had installed iTunes program
- DEVICE WORKS CORRECTLY, BUT COMPUTER CANT RECOGNIZE IT 11
If computer is not the same where info were synchronized to device or other device would be
connected with in, be sure to delete automatic synchronization from iTunes, to avoid lost all
We can start restore as new device. VERY IMPORTANT ! THIS OPERATION WILL ERASE
ALL THE INTERNAL DATA OF DEVICE, WARN CUSTOMER ABOUT IT AND SUGGEST
HIM TO BE SURE ABOUT EXISTENCE OF A PREVIOUS BACKUP. (Backup could be
present on computer or in iCloud account):
Keep pushed On/Off button for 10 seconds, then start to keep pushed also Home button for about
20 seconds. Wait until ITunes will recognize device; Now, would be possible click on button
Restore as New. Restore will start and automatically will set up device with latest version of iOS.
If issue persist, suggest to customer to contact Applecare Customer Service.
3.4 Device works correctly, but
computer cant recognize it
Troubleshooting
Suggest customer to try to connect device on different computer
If issue persist, set up device in a DFU mode :
1. Turn off device
2. Wait 5 seconds, then keep pushed On/Off button and Home button at the same time for 10
seconds
3. Left On/Off button while keep pushed Home button for other 10 seconds.
4. Device is now in DFU mode . Connect to computer with iTunes and restore it.

If Issue persist, connect device to computer (having installed iTunes) still keep On/Off button
pushed and push Home button too, waiting computer and ITunes would be recognize it.
If issue persist, suggest to customer to contact Applecare Customer Service
- COMPUTER CAN RECOGNIZE DEVICE, BUT ITUNES DONT 12
3.5 Computer can recognize device, but
ITunes dont
Troubleshooting
Customer have to check if iTunes was update to latest version
If issue persist, probably it need to remove a component on computer. If its a Mac, would be
Apple Mobile Device Service ; on a PC, after remove and reinstall AMDS, if issue persist would
be necessary remove and reinstall iTunes, remembering to customer not enough uninstall it
but it need to remove also component of iTunes on the PC library. In Any Case, suggest to
customer to contact Applecare Customer Service to being helped on this issue.
3.6 iPhone/iPad turn on but doesn't
recognize sim card
Troubleshooting
Suggest to customer to check correctly works of sim card in a different devices, or, if is not
possible, try different phone operators sim card on device.
Suggest to customer to check if device result updated with latest iOs version.
Turn airplane mode and then turn off device. Restart device.
Check for a carrier setting update, making sure deviceis connected to internet: Go to
Settings > General > About.
Install any available update.
If issue persist, set up device in a DFU mode , and the restore from backup to itunes
If issue persist, repite the previous point, but restore it as new with itunes, without restore from
backup, to avoid possible errors inside it
If issue persist, contact Applecare Customer Service
3.7 Incorrect working of one or more
functions of device
Troubleshooting
Suggest to customer to check it if device it been update to latest version of iOs
- GPS OR WI-FI FUNCTIONS NOT WORKING ON DEVICE 13
Suggest to customer to restore general settings :
Go on Setting > General > Reset > Select Reset Settings
Device will automatically re-start, no one data or downloaded Apps will be erased.
3.8 Gps or Wi-Fi functions not working
on device

Troubleshooting
Suggest to customer to check it if device it been update to latest version of iOS
Suggest to customer to restore general settings :
Go on Setting > General > Reset > Select Reset Network Settings
Device will automatically re-start, no one data or downloaded Apps will be erased.

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iPhone/iPad - FAQ & troubleshooting v26

IPHONE MAIL/NETWORK TROUBLESHOOT - MICROSOFT EXCHANGE SETUP 1

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