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Sfb Mobile prompt error "We can’t connect to the server. RRS feed

  • Question

  • One of mobile user report the error " We can’t connect to the server. Check your network connection, advanced options and try again. "

     90% mobile user report no issue there. Any advise ?

    2017-12-20 06:45:15.637 00000001b5d21b80 INFO UI SFBUIAlertMapper.mm:2003 Mapped error message is 'We can’t connect to the server. Check your network connection, advanced options and try again. 

    2017-12-20 06:45:15.638 00000001b5d21b80 INFO UI SFBTelemetryTracingProvider.mm:20 Telemetry Service Tier:IPATelemetryPrivacyTier2, event:AlertRaised, Attributes:{
        AlertType = ExchangeAlert;
        ErrorCode = "E_DnsError (E2-2-11)";
        StringMapped = Yes;
        Suppressed = No;
    }

    2017-12-20 06:45:15.638 00000001b5d21b80 INFO UI SFBUIAlertMapper.mm:35 Mapping error code = 0x2202000b, context = , type = 100

    2017-12-20 06:45:15.638 00000001b5d21b80 INFO UI SFBUIAlertMapper.mm:2003 Mapped error message is 'We can’t connect to the server. Check your network connection, advanced options and try again. 

    2017-12-20 06:45:15.639 00000001b5d21b80 WARNING UI SFBActivityArbitrator.m:432 <SFBActivityArbitrator 0x1d4420cc0> Registering activity SFBToastManager (744007E4-D609-4553-A152-F1C15C736B70) of type Toast for Messages with context (null)

    2017-12-20 06:45:15.640 00000001b5d21b80 INFO UI SFBToastViewController.m:293 Will show toast <SFBToastItem: 0x1d0859110>

    2017-12-20 06:45:15.642 00000001b5d21b80 INFO UI SFBToastViewController.m:356 Animating in toast item: <SFBToastItem: 0x1d0859110>

    2017-12-20 06:45:15.643 00000001b5d21b80 INFO UI SFBTimelineViewController.m:625 Captured event IPAAlertReporterEvent with type: 100, kind: 0

    2017-12-20 06:45:15.643 00000001b5d21b80 INFO UI SFBUIAlertMapper.mm:35 Mapping error code = 0x2202000b, context = , type = 100

    2017-12-20 06:45:15.643 00000001b5d21b80 INFO UI SFBUIAlertMapper.mm:2003 Mapped error message is 'We can’t connect to the server. Check your network connection, advanced options and try again. 

    Thanks

    Wednesday, December 20, 2017 8:34 AM

All replies

  • Hi , 

    I've disable exchange on sfb client and it is work without error.

    All users are using exchange online account, any advise?

    Thanks.


    • Edited by JohnHK215 Wednesday, December 20, 2017 1:58 PM update
    Wednesday, December 20, 2017 1:46 PM
  • Hi Mick,

    Maybe mismatch smtp address and sip address?

    Greetings,

    Erdem


    Please mark as helpful if you find my contribution useful or as an answer if it does answer your question. That will encourage me - and others - to take time out to help you.

    Wednesday, December 20, 2017 2:56 PM
  • Hi Mick,

    Would you please tell us how did you disable exchange on SFB, did you disable it SFB desktop client or SFB mobile client? If you disable it with mobile client, did you use SFB mobile policy?

    For SFB user, it is also SFB online user, right?

    According to your description, the issue happened to the specific user, in order to exclude the issue with mobile device, please try to test this with another mobile client.

    Like ER-D said, please check if the SIP address is the same as SMTP address.

    If you use SFB on premise, you can compare user attributes between affected user and other normal users.

    Hope the information is helpful to you.


    Regards,

    Alice Wang


    Please remember to mark the replies as answers if they helped.
    If you have feedback for TechNet Subscriber Support, contact tnsf@microsoft.com.

    Thursday, December 21, 2017 2:10 AM
  • Yes, SIP and SMTP address is different. UPN is same with SIP address.

    Most accounts SIP and SMTP address are different, only two accounts got the error message.

    Friday, December 22, 2017 2:50 AM
  • Hi Mick,

    You have an option in the mobile client to enter manually the settings of Exchange. If it is set for automatically it will try to log in with the same credentials of SFB.

    Greetings,

    Erdem


    Please mark as helpful if you find my contribution useful or as an answer if it does answer your question. That will encourage me - and others - to take time out to help you.

    • Proposed as answer by Alice-Wang Monday, December 25, 2017 6:46 AM
    Friday, December 22, 2017 9:07 AM