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Troubleshooting general email delivery issue affecting mobile users


robotUser-prof7.pngTroubleshooting general email delivery issue affecting mobile users

The company

This business case is based on another large customer of ours. They are part of the retail industry and present on hundreds of locations all over USA. They have now migrated to Office 365 and use AirWatch for Mobile Device Management.  

28.000 of their devices are managed via AirWatch.

The issue 

This time, multiple tickets were opened from several locations all across the US, overwhelming the support desk rapidly. 

Pretty soon, the entire support level 3 was involved, trying to understand the issue. ActiveSync end-point was checked, as well as each AirWatch server, but everything seemed fine. The messaging team checked Office 365 but there was nothing to worry about there either. However, users all over the world were still not able to receive their email. 

Manual mail routing was done to confirm the issue. It was possible to send mail out, but no inbound mail was received. 

Once again, the mobility team was involved but had no visibility on the layers of infrastructure that were necessary to provide the mobility service to end-users. 

So what happened? In a few words, thousands of emails were processed by the IronPort appliances that were then overloaded, blocking any new inbound mail. 

It is another example where GSX would have warned the mobile team as soon as the root cause started.  


How GSX spots email delivery issue impacting the mobile devices 


You can monitor your mobility service as a whole thanks to GSX. AirWatch servers are important but as we’ve just seen, it is also decisive to have Robot Users reproducing Active Sync user’s actions. 

Mail routing is another crucial part to check.  
Typically, you can configure every route, every mail flow that you have in your environment. There are a lot of different way an email can go through your environment. It can go through multiple applications or appliances.  

Thanks to GSX, you can test all these routes in real time.  

You need to know as early as something is down, in order to understand where the issue is, troubleshoot it and fix the route cause. 

The mobility team needs to be aware. Because as soon as users cannot send or receive emails on their mobile device, they will contact the mobility team. You also want to avoid finger-pointing situation that just make the time to repair longer. 

Once again, you can drill down in the mail routing scenario that causes an issue. 


You can immediately see that the inbound routing is failing and know when it started. 

Other important topic to keep in mind is that email delivery often uses proxy servers or security appliances. In this use case, the IronPort server was just overwhelmed by transactions. GSX allows you to get these information in seconds. 


Our customers generally share an overall view of the environment and then have specific views for distinct teams like the IronPort team.  

In this example, the mobility team was immediately able to spot what was causing the issue for their mobile users. They can access this information even if the problem is coming for an infrastructure layer that they are not responsible for.  

Communication between admin teams becomes easier as they can share important service delivery information.  

Once again, the mean time to troubleshoot and repair is drastically cut thanks to GSX.  


The only end-to-end real-time monitoring for mobile users 

It is clear that mobility services rely on the AirWatch server’s health but also on other layers of infrastructure that impact the mobile end-user experience. 


The local IT, the local network, your security appliance, your proxy, your AirWatch servers, services and databases, your ActiveSync end-point and of course Office 365 or Exchange servers all contribute to delivering mobile services to your end-users. 

Monitoring the availability, health and performance of these services of course starts by monitoring the core of AirWatch services first.  

GSX is the only solution able to monitor your AirWatch servers in depth. 

We check all the web consoles availability, IIS pools, web listener, SQL database and services that allow the connection with the AirWatch API.  

We also collect every performance counters you need from both a system and application perspective to stay ahead of any potential infrastructure issue.  

But GSX is also the only solution that provides a measure of the end-user experience directly from where your users are. The GSX Robot Users can precisely tell you if a specific location has an issue or if all of them are impacted.  

They can tell you if the network or ActiveSync is causing problem at the location level, and in the end, if you’re users are happy or not. 

GSX allows you to be proactive and know if issues are arising before your users do. Our tool gives enables you to troubleshoot issues before tickets are opened. 

We thrive in providing total visibility on everything that can impact your mobility services from your AirWatch servers, to your security appliance, to the local network of your locations and finally to Office 365 services and your Exchange servers.