Troubleshooting Cannot Get Mail Error on Workspace ONE Devices

Affected Products:

• Workspace ONE

Affected Operating Systems:

• Windows
• Mac
• Android
• iOS

Workspace ONE devices see the following error when attempting to sync mail.

"Cannot get mail. The connection to the server failed."

This can occur if the Secure Email Gateway (SEG) URL is not externally accessible.

Upon encountering this error, perform the following troubleshooting steps:

• Ensure that the SEG URL is functioning properly by going to https://microsoft-server-activesync . You should be prompted for a username and password. If the URL works properly when accessing it locally from the SEG server, but does not work when connection externally, as in, from your computer, then there is a networking issue (such as a firewall rule) that is not allowing the connection through.
• You must add a DNS entry to allow access to email over corporate WiFi if devices can access the server from different networks.
• If this affects only a single device, try reenrolling the device.

If you are not using a secure email gateway (SEG), check the items below:

• Check the connection settings in the mail client.
• Ensure that the password is correct.
• If connected using cellular, switch to Wi-Fi and try again.

To contact support, reference Dell Data Security International Support Phone Numbers.
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