With MaaS360 support advising, it was determined that, as in ticket # 22833, the Cloud Extender in an error state will fail to connect and sync properly. The Wixon cloud extender is an on premises virtual machine server named MSE01 accessible thru RDP by admins.
User may report missing Email or Calendar entries accessible from Outlook or OWA but not accessible thru MaaS360. The measures successfully taken to address this are as follows:
- On the MaaS360 portal select the device (iPhone) with issue. Use the "More" drop down menu and run "selective wipe" then, after the Selective wipe runs and Selective Wipe Status shows complete, Select from the "More" menu "Revoke Selective Wipe" -- a process that takes less than five minutes. Changes are vicible on the device listing in the field Selective Wipe Status but page may need to be refreshed to see changes. When revoke completes it will appear as follows:
- In MaaS360 portal open the Menu item SETUP and select Cloud Extender to view the Device:MSE01 and determine if the server is in an error state. If it is there ill be evidence in the displayed Alerts. With that finding restart the on premises server MSE01 with remote connect.
- MaaS360 will need to be Reset (MaaS360 Settings > Mail, Contacts, Calendar, .... > Reset Account) on the device and user will have to re-enter credentials and use MFA (i.e., DUO) to re-authenticate.
Tech may try all three of these measures or simply Reset Account.