iPhone 5s bug: email for Exchange account not working
PhilipY
Newbie

iPhone 5s bug: email for Exchange account (Gmail) worked in iPhone 4s but not in iPhone 5s. Please help.

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Re: iPhone 5s bug: email for Exchange account not working
vzw_customer_support
Customer Service Rep

PhilipY, Let's get your emails up and running! Are you able to select the Exchange option in the email set up or are you selecting the Gmail option? Are you getting any error messages? Please share more details.

sheritah_vzw
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Re: iPhone 5s bug: email for Exchange account not working
PhilipY
Newbie

Dear Sheritah: Thanks for your prompt reply.  To answer your question - For my old iPhone 4s, I was able to set up Exchange account to be my Gmail and sync in emails, contacts, and calendar from Google Gmail account and all are working now even after I switched my phone function to the new iPhone 5s.  However, when I do the same set-up in iPhone 5s, the emails do not work (Google Calendar and Google Contacts do work though) and every time when I go to the eMail Application, I got the message "Cannot get emails, The connection to the server failed"; when I click "OK" the message will display again sometimes it will display up to 4 times, then the emails will open with my yahoo emails but no gmails.  I did try to have a work-around (as suggested by Lisa of Verizon) to add a separate Gmail account, It does bring in the gmails in the email application, but the above-mentioned error message still displays. I do have 2-step verification for my gmail account.  I did it correctly, but it works for iPhone 4s but not for 5s.  I did carefully check the settings and was sure the settings were exactly the same for both iPhone 4s and 5s.   It looks like a software bug in the iPhone 5s. Could you please help? Thanks, Philip

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Re: iPhone 5s bug: email for Exchange account not working
PhilipY
Newbie

Dear Sheritah: Thanks for your prompt reply. To answer your question - For

my old iPhone 4s, I was able to set up Exchange account to be my Gmail and

sync in emails, contacts, and calendar from Google Gmail account and all

are working now even after I switched my phone function to the new iPhone

5s. However, when I do the same set-up in iPhone 5s, the emails do not

work (Google Calendar and Google Contacts do work though) and every time

when I go to the eMail Application, I got the message "Cannot get emails,

The connection to the server failed"; when I click "OK" the message will

display again sometimes it will display up to 4 times, then the emails will

open with my yahoo emails but no gmails. I did try to have a work-around

(as suggested by Lisa of Verizon) to add a separate Gmail account, It does

bring in the gmails in the email application, but the above-mentioned error

message still displays. I do have 2-step verification for my gmail account.

I did it correctly, but it works for iPhone 4s but not for 5s. I did

carefully check the settings and was sure the settings were exactly the

same for both iPhone 4s and 5s. It looks like a software bug in the

iPhone 5s. Could you please help? Thanks, Philip

Best regards,

-Philip Yuan-

On Thu, Apr 10, 2014 at 11:45 AM, Verizon Wireless Customer Support <

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Re: iPhone 5s bug: email for Exchange account not working
vzw_customer_support
Customer Service Rep

PhilipY, Thank you for the details. I'm confident that we can get your gmail account working correctly. First, I would recommend deleting the email account from the 4s and from the 5s. I've seen instances where having the same account on 2 phones can be a bit quirky. Once the gmail account has been removed from both phones, set up the account only on the 5s. Use the exchange email option. Test and see if this works.

sheritah_vzw
Follow us on Twitter
@VZWSupport

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Re: iPhone 5s bug: email for Exchange account not working
PhilipY
Newbie

Dear Sheritah:

I did per your email instruction (1st delete all gmail accounts from both

iPhone 4s and 5s, then set up Exchange account in iPhone 5s), but it still

does not work, getting the same error message "Cannot Get Mait; The

connection to the server failed. What should I do next? Thanks, Philip

Best regards,

-Philip Yuan-

On Thu, Apr 10, 2014 at 1:56 PM, Verizon Wireless Customer Support <

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Re: iPhone 5s bug: email for Exchange account not working
vzw_customer_support
Customer Service Rep

@PhilipY,

I understand the importance of getting the email set up on your phone! Has it ever worked on the 5S? Do you have the latest software version? Try restoring the device and adding the exchange account again.

JohnB_VZW

Follow us on Twitter @VZWSupport

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Re: iPhone 5s bug: email for Exchange account not working
PhilipY
Newbie

Dear John: Thanks for your message. I forgot to mention that I did

restore from the backup of my old iPhone 4s to the new iPhone 5s and found

the email bug (Exchange account email not working), I immediately did

another restore but did not help. I also said in my previous posting that

the same Exchange email account setup still works in my old iPhone 4s but

not in my new iPhone 5s. Currently I do have a work-around to use my

GMail; that is to add an additional google mail account in the Mail

setting, but everytime when I open email, I still get the annoying error

message "Cannot Get Email; Connection to the server failed" several times.

Of course I can download the GMail app independent of the default email

app.) But this software bug should be fixed. Could you help? Thanks,

Philip

Best regards,

-Philip Yuan-

On Thu, Apr 10, 2014 at 4:39 PM, Verizon Wireless Customer Support <

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Re: iPhone 5s bug: email for Exchange account not working
vzw_customer_support
Customer Service Rep

Thanks so much for all you've tried PhilipY. It sounds like you will need to contact your IT department to authorize the 5s, as only your 4s has been authorized. Please keep us posted if this helps.

Thank you,
VanessaS_VZW
Follow us on Twitter @VZWSupport

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Re: iPhone 5s bug: email for Exchange account not working
PhilipY
Newbie

Dear VanessaS: Thanks for your reply, but I do not understand your

instruction. I do not have an IT department. I am retired and my iPhone

4s and 5s were purchased directly from Verizon without any IT department

involved. Could you please help to find out why iPhone 5s behave

differently from iPhone 4s for the Mail Exchange Account ? Is it an iPone

5s software bug or do I need to exchange to a new phone ? Thank you, Philip

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