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Mail for Exchange Frequently
User Manual
32 pgs406.02 Kb0

Nokia Mail for Exchange Frequently User Manual

8/16/2007 Enterprise Solutions
Mail for Exchange Frequently Asked Questions and
Troubleshooting Guide
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V1.0 Initial version V1.0.1 Updated/added links to forum.nokia related to certificates V1.1.0 Updated f or 2 .0 Release features and with other misc. items
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Table of Contents
1. Introduction.......................................................................................................................4
2. Frequently asked questions..............................................................................................5
2.1 What is Mail for Exchange?.....................................................................................................5
2.2 What is synchronization?.........................................................................................................5
2.3 What devices are supported? What does user need to get started?.......................................5
2.4 Is there a difference in Mail for Exchange features between different device models?...........5
2.5 What are the server requirements for Mail for Exchange?......................................................5
2.6 Where do I get Mail for Exchange? .........................................................................................6
2.7 How do I install Mail for Exchange? ........................................................................................6
2.8 How do I launch Mail for Exchange (first time)?...................................................................... 6
2.9 While creating/editing my profile, I lost the data I entered. Why?............................................6
2.10 How do I start synching?...................................................................................................... 6
2.11 Where are synched items stored? .......................................................................................6
2.12 Does the main application (started with the Mail for Exchange icon) have to be running? 6
2.13 How do I find which version of Mail for Exchange I have installed?.....................................6
2.14 Is it possible to use two email apps simultaneously or connect to two servers with
Mail for Exchange? ............................................................................................................................7
2.15 What is the max number of e-mails I can receive?.............................................................. 7
2.16 Are attachments supported? What types?........................................................................... 7
2.17 What is the max size of an email & attachment?................................................................. 7
2.18 Are different mail formats supported (HTML, plain text, rich text)?......................................7
2.19 Can I edit the font type/size when sending e-mails?............................................................8
2.20 The ‘Sent time’ of emails sent from my device are not available. Why?..............................8
2.21 Can I browse the Internet or have a voice call at the same time as
receiving/reading/sending email?.......................................................................................................8
2.22 Are notes synched along with calendar sync?.....................................................................8
2.23 Are there any filtering options for email? .............................................................................8
2.24 If I delete an email from the device will it be deleted from the server? ................................8
2.25 Can I turn the read/unread status update off?.....................................................................9
2.26 Is it possible to delete emails locally (not from server)? ......................................................9
2.27 Where are items deleted by using the device stored?......................................................... 9
2.28 Is receiving meeting requests supported? ...........................................................................9
2.29 Is sending (originating) meeting requests supported?......................................................... 9
2.30 Is there an alert for receiving email? Can I change the alert tone? Which formats can
be used? ............................................................................................................................................9
2.31 Is the Mail for Exchange application and its settings and messages included in
device backup?..................................................................................................................................9
2.32 What are the connection security features and encryption used for Mail for
Exchange?.........................................................................................................................................9
2.33 Can my device be remotely managed by the Exchange administrator?..............................9
2.34 What are the details of device wipe? .................................................................................10
2.35 Does Mail for Exchange support unicode content? ........................................................... 10
2.36 Can a hosts file be used to connect to the server?............................................................ 10
2.37 Is certificate based authentication supported by Mail for Exchange?................................10
2.38 Do I need to have a specific sw version/firmware/flash package for the device I’m using? 10
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2.39 What if phone firmware is updated? .................................................................................. 10
2.40 How can I tell when Mail for Exchange is connected to the Exchange server?.................10
2.41 Can I access my company’s email address database to select recipients? Does Mail
for Exchange support Global Address List (GAL) searches?........................................................... 11
2.42 Can I enable and disable email synchronization?..............................................................11
2.43 What are the offline capabilities of Mail for Exchange? .....................................................11
2.44 Why don’t I see Feature ‘X’ on my N-series device? .........................................................11
2.45 Which contact fields are synched? ....................................................................................12
3. Note about Saving Settings (PROFILE)..........................................................................13
4. Device LOGS (ADMIN LOGS)........................................................................................14
4.1 Collecting Admin Logs...........................................................................................................14
5. Client Settings That Affect Connectivity ...........................................................................................................................16
5.1 Credentials Errors.................................................................................................................. 16
5.2 Connection Errors..................................................................................................................16
5.2.1 Never Able to Connect...................................................................................................16
5.2.2 No Longer Able to Connect ............................................................................................17
6. Certificate Topics ............................................................................................................ 19
6.1 Recommended Certificate Options........................................................................................19
6.1.1 Do Not Use a Secure Connection .................................................................................. 19
6.1.2 Use Manual Sync with Secure Connection (older models/firmware versions only*)......19
6.1.3 Install a Server Certificate from a Trusted CA................................................................ 19
6.2 Self-created Certificates - Another Option............................................................................. 20
6.2.1 Exporting Certificates for Nokia Device Use .................................................................. 21
6.3 Converting Certificates for Nokia Device Use .......................................................................22
6.4 Installing Certificates to the Nokia Device .............................................................................24
7. Restoring or Resetting the Device ..................................................................................26
8. Server Configuration Problems.......................................................................................27
8.1 Configuring Exchange for Activesync.................................................................................... 27
8.2 Configuring ISA for Activesync.............................................................................................. 27
8.3 Wrong Version of ISA Server ................................................................................................27
8.4 “System Error” - HTTP 500.................................................................................................... 28
8.5 Recommended Hotfixes ........................................................................................................28
9. Preference Settings Explained........................................................................................29
9.1 ‘Sync content’ Tab.................................................................................................................29
9.2 ‘Sync schedule’ Tab ..............................................................................................................29
9.3 ‘Calendar’ Tab.......................................................................................................................30
9.4 ‘Tasks’ Tab............................................................................................................................30
9.5 ‘Contacts’ Tab........................................................................................................................31
9.6 ‘Email’ Tab.............................................................................................................................32
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1. INTRODUCTION
The first section of this document is simply a list of frequently asked questions and answers related to the Mail for Exchange client.
The next two sections are about the tabbed settings pages in the main application. Some settings affect your ability to connect and synchronize and these are discussed first along with some client troubleshooting tips. Next, the preferences settings are explained in more detail than the user guide.
Finally, server configuration issues discovered in the field will be discussed.
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2. FREQUENTLY ASKED QUESTIONS
2.1 What is Mail for Exchange?
Mail for Exchange is software that allows you to use the email, calendar, contacts (address book), and tasks (To-Do items) of your Microsoft Exchange account on your mobile phone. Keeping the entries on your mobile phone identical to the entries on your Microsoft Exchange account is possible through the process of synchronization.
Additionally an application called Company Directory is provided that allows searching the company Exchange server for employee information (phone numbers, email address, etc.)
2.2 What is synchronization?
Synchronization allows content on your mobile phone to be identical to the content (email, calendar, contacts and tasks) of your Microsoft Exchange account. You can customize the way you synchronize by setting up a profile in which you can:
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• Set up a schedule by which Mail for Exchange automatically synchronizes. (You can also synchronize manually at any time.)
• Select the content you want to synchronize - email, calendar, contacts, tasks, or all.
• Resolve content conflicts during synchronization by specifying whether the content on
the Microsoft Exchange server or your mobile phone prevails when a conflict occurs.
• Select Secure Sockets Layer (SSL) to increase the security between your mobile phone and the Microsoft Exchange server.
• Choose a heartbeat interval to improve connectivity and/or battery life. This only affects the Always on synchronization mode.
2.3 What devices are supported? What does user need to get started?
Officially supported at time of writing are all E-series devices and a few N-series. See release notes for specifics. User will need one of these devices, a Mail for Exchange SIS package, and a cooperative Exchange server admin.
2.4 Is there a difference in Mail for Exchange features between different device models?
No. But the user may notice differences because some models have additional features. For example the message light is not available on some models E-series. Also, the types of access points available are not the same on all models. Other examples are that certain active-idle plugins and some security features are not available on N-series.
2.5 What are the server requirements for Mail for Exchange?
Network admininstrator must allow ActiveSync traffic on the server. Server can be running Microsoft Exchange 2003 SP2, Exchange 2007, and Microsoft Small Business Server 2003 with and without ISA. Details about server requirements and configuration are better answered by Microsoft.
If Activesync traffic is being routed through a Microsoft ISA server, it must be running at least ISA 2000 SP1 or you will not be able to connect.
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2.6 Where do I get Mail for Exchange?
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Go to http://www.businesssoftware.nokia.com/mail_for_exchange_downloads.php
. Follow
instructions to download it. Many devices also have an application called “Download!” where Mail for Exchange can be
found.
2.7 How do I install Mail for Exchange?
Refer to the device’s user guide for instruction on installing a SIS package.
2.8 How do I launch Mail for Exchange (first time)?
To start Mail for Exchange, navigate to the MfE folder on your mobile phone’s main menu and open the Mail for Exchange icon. When you launch Mail for Exchange for the first time, your mobile phone prompts you to create a profile and displays the settings tabs, which you can also get by selecting Options>Create Profile.
After this, each time the phone is rebooted, synching will resume automatically (according to your defined schedule).
2.9 While creating/editing my profile, I lost the data I entered. Why?
Your edits are not saved as you work to prevent you from committing an accidental change to the sync profile. You must deliberately save your profile when all change s are complete. While editing, you probably hit the ‘end’ key (red button) instead of saving your profile. Save the profile by using Options>Save or by pressing ‘Back’ until you see ‘Saving profile’.
2.10 How do I start synching?
When you save your profile, synching will start immediately if you are in ‘Always on’ or one of the other automatic synchronization modes. If you are in ‘Manual’ mode, you must use Options>Synchronize in the main application.
2.11 Where are synched items stored?
Contacts are synched to the phone’s standard contacts list. Calendar items and Tasks are synched to the phone’s standard Calendar.
Email items are stored in the message center in a folder called “Mail for Exchange”.
2.12 Does the main application (started with the Mail for Exchange icon) have to be running?
No. Synching will still occur if you have a properly configured profile. The main application is used primarily to create/edit a profile and view Mail for Exchange connectivity status.
2.13 How do I find which version of Mail for Exchange I have installed?
Open the device’s Application Manager. Find Mail for Exchange in the list of applications shown. Next, use Options->View details. The version is shown.
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2.14 Is it possible to use two email apps simultaneously or connect to two servers with Mail for Exchange?
Mail for Exchange does not check if other applications are installed. Mail for Exchange uses the phone’s native calendar and contacts databases, and has its own Mail for Exchange folder.
If another email/PIM sync application is used that does not use the native calendar and contacts databases, it may be possible to use it simultaneously, but this has not been tested. There may be resource issues (memory, cpu) or access point conflicts.
It is not possible to have two instances of Mail for Exchange installed. Also this single instance only has one profile associated with it, meaning only one account may be synched.
2.15 What is the max number of e-mails I can receive?
The Mail for Exchange application does not impose a numerical limit for emails. Heavy users may experience the Mail for Exchange Inbox using enough memory to cause performance problems on the device. You can use the Mail for Exchange setting ‘Sync messages back’ to limit how many days’ messages are synced.
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2.16 Are attachments supported? What types?
Yes. You can perform receive/forward/add operations on any attachment. Attachments are opened using the native attachment handler, so you can view any type of attachment that the phone supports. Even if the attachment type is not recognized, you may move the attachment to the file system or memory card.
It is not possible to send an executable file (*.sis or *.sisx) from the phone as an email attachment.
There is enhanced attachment handling when QuickOffice
®
4.5.25.0 is also installed. It allows
an office document received by email to be edited and returned to the sender with fewer steps.
2.17 What is the max size of an email & attachment?
Initially, the first 2kB of a message is received by the phone. If more content is requested the remainder is downloaded. The max size of the body is approximately 200kB, which does not include attachments.
For attachments, no max limit is imposed by Mail for Exchange. However the device has limited memory and storage.
2.18 Are different mail formats supported (HTML, plain text, rich text)?
Most languages are plain text messages encoded in UTF-8. The exception is Japanese. HTML messages are supported if they are sent as attachments. For example if formatting is
necessary a document can be composed using a document editor on the device and it can be attached to a message.
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2.19 Can I edit the font type/size when sending e-mails?
You can’t change the font or font size. On some devices you can change text formatting when composing, but the formatting will not be preserved when sending.
2.20 The ‘Sent time’ of emails sent from my device are not available. Why?
The protocol used by Mail for Exchange does not support the ‘Sent time’ field. Use the received time instead.
2.21 Can I browse the Internet or have a voice call at the same time as receiving/reading/sending email?
Viewing and composing messages can be done in all above cases since no Internet connection is required.
Regarding receiving and sending while simultaneously browsing the Internet:
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Mail for Exchange supports many types of access points, as does the browser. In fact, they share the same set of possible access points (AP). Keeping this in mind, if the user is using one type of AP while Mail for Exchange uses another, there is no conflict. Receiving and sending messages may be possible while browsing if the device supports multiple GPRS connections (likely).
Regarding receiving and sending while simultaneously in a voice call: If MfE is using a GPRS access point, the connection is interrupted while placing or receiving a
phone call unless the device and operator supports GPRS (DTM). Likewise, unless GPRS (DTM) is supported, receiving and sending messages is not possible. User may compose a message, but it will be queued for sending. At the end of the phone call, the connection resumes and queued messages will be sent. If using other access points (Wifi for example) with Mail for Exchange, there is no conflict/interruption with a phone call.
On 3G networks, simultaneous data connection and voice call is possible.
2.22 Are notes synched along with calendar sync?
Outlook notes are not synchronized.
2.23 Are there any filtering options for email?
Items in the folder called ‘Inbox’ on the Exchange server are synchronized. Exchange clients like Outlook may have filters to allow moving things out of the Inbox so these items are not synchronized. Mail for Exchange allows synching only emails from the past 1 day, 3 days, one week, etc.
2.24 If I delete an email from the device will it be deleted from the server?
The Inbox contents are synchronized so the message will be moved out of the Inbox on the server (using the rules you have defined in Outlook).
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If the delete has not been synched yet, the user has the opportunity to restore the email by selecting it.
2.25 Can I turn the read/unread status update off?
No, but you can mark a message unread.
2.26 Is it possible to delete emails locally (not from server)?
No. However, they may be removed from the device if the sync window boundary has passed. Also when an email is deleted on the device, the item will remain on the server until the next sync. If Manual sync is in use, the user controls this.
2.27 Where are items deleted by using the device stored?
Items are removed from the device, but will be stored on the server in the ‘Deleted items’ folder. They can not be accessed by the device from this location.
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2.28 Is receiving meeting requests supported?
Yes. You may accept, tentatively accept, or decline the meeting request from the device.
2.29 Is sending (originating) meeting requests supported?
No.
2.30 Is there an alert for receiving email? Can I change the alert tone? Which formats can be used?
The same alerts that the native mail applications use (tones, light, popups, etc.) are used. The ‘Email’ tab of the Mail for Exchange profile has a setting for turning on a popup note each time a new email is received. Other settings can be found within the device’s ‘Profile’ application.
2.31 Is the Mail for Exchange application and its settings and messages included in device backup?
Application and settings are restored. The password is not restored for security reasons, which also prevents ‘Always on’ setting from being enabled after a restore.
2.32 What are the connection security features and encryption used for Mail for Exchange?
We support the same connection security features as the device. SSL may be selected from our application and VPN access points may be used. There is no encryption on the connection to the server.
2.33 Can my device be remotely managed by the Exchange administrator?
For all E-Series devices, yes. E-Series devices support all aspects of Microsoft’s Exchange device security. For example, the admin can require that the device be locked after a period of time he defines. He can also specify the length and strength of the lock code. If the code is
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entered incorrectly an admin-defined number of times, the device will be wiped. He may also wipe the device at any time from an admin control page.
N-Series devices do not currently fully support device security, so your device can not be managed this way.
2.34 What are the details of device wipe?
When the device is wiped, the phone will appear to be new from the factory (except for scratches). Data, settings and applications are erased. Additionally, an inserted memory card is erased. A device wipe takes these extreme measures because it is used in the case of a lost or stolen device. User may initiate a device wipe using Outlook Web Access on Exchange 2007.
2.35 Does Mail for Exchange support unicode content?
Yes.
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2.36 Can a hosts file be used to connect to the server?
No. Host files are not supported by the Nokia device.
2.37 Is certificate based authentication supported by Mail for Exchange?
No.
2.38 Do I need to have a specific sw version/firmware/flash package for the device I’m using?
Most current and future versions of device software should be compatible with current and future versions of Mail for Exchange. If you have updated the firmware on your Nokia device and Mail for Exchange is exhibiting unusual behavior, we may have already addressed the problem. Try upgrading to the newest version of Mail for Exchange.
2.39 What if phone firmware is updated?
Case 1 – A backup is available: This is quite simple from the Mail for Exchange perspective. Perform the restore. The MfE application will be restored without the server password. Launch the application, enter the password and synchronize.
Case 2 – A backup is not available: Reinstall MfE, configure, and synchronize. The only MfE data lost in these scenarios is the Contacts, Calendar and Outbox items that have
not been synced to the server yet.
2.40 How can I tell when Mail for Exchange is connected to the Exchange server?
If email is being synchronized, the Mail for Exchange folder will have a lightning bolt next to it when connected. Additionally, if the Mail for Exchange folder is being shown at the idle state, there will be a lightning bolt over the mailbox icon.
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