Do the following:

1.     Collect the Secure Mail application logs.

2.     If you see the following message in the client logs, set clientCertificateMappingAuth to enabled in IIS on the Exchange Server. For more information, refer to the FAQ section of the Secure Mail Test Application.

[AUTH] Request <ASIHTTPRequest: 0x16cb0e00> received 401 challenge and must authenticate

Received errorDomain=ASIHTTPRequestErrorDomain and errorCode=3

Failed with authentication error

ProvisionStatusAutoDiscoverFailedAuthError or ProvisionStatusProvisionFailedAuthError authentication error

3.     In the client logs, if you see the following messages, ensure that the Exchange Server FQDN is valid and is reachable.

Successfully retrieved client certificate

Received error that was determined to NOT to be an SSL error with errorDomain=kCFErrorDomainCFNetwork, errorCode=2, description=Error Domain=kCFErrorDomainCFNetwork Code=2 The operation couldn’t be completed.(kCFErrorDomainCFNetwork error 2.)" UserInfo=0x17eee320 {kCFGetAddrInfoFailureKey=8} ProvisionStatusFailedGeneric - provision failed due to a reason highlighted higher in the logs

Additional Resources:

Full XenMobile Deployment Handbook

Other Troubleshooting Checklist Articles:

• Troubleshooting Checklist: Users cannot browse internal websites in Secure Web
• Troubleshooting Checklist: Exchange SSO is not working in Secure Notes for iOS, but does work in Secure Notes for Android.
• Troubleshooting Checklist: Users cannot send notes created using Secure Notes via Secure Mail
• Troubleshooting Checklist: In the ShareFile app, Secure Mail, or Secure Notes, the following error appears: "Your connection is unavailable. Only offline files can be accessed."
• Troubleshooting Checklist: In Secure Mail, a "Cannot authenticate to the server <FQDN> because the certificate is not valid” error appears
• Troubleshooting Checklist: In Secure Mail, an “Access to your company network is not available” error appears
• Troubleshooting Checklist: Cannot send emails using Secure Mail
• Troubleshooting Checklist: Emails are not syncing in Secure Mail, or email folders are not found, or Secure Mail is prompting users for a password multiple times
• Troubleshooting Checklist: Users cannot access apps in Secure Hub
• Troubleshooting Checklist: Cannot enroll and authenticate a device using Secure Hub
• Troubleshooting Checklist: Cannot get required apps on an iOS device