In some customer environments, SecureMail will occasionally lock up or stop responding. In order to recover, the user needs to reboot his device.

Examining SecureMail logs, we observe timeout errors.

For customers using on-premise Exchange server, update the Background Services Ticket Expiration value to 23 hours, so that the timeout for SecureMail is less than the ADC session timeout.

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Problem Cause

When the Background services ticket expiration configured for the app on the XenMobile server (specified in hours) has a longer duration than the Session Timeout on the ADC (specified in minutes, default is 1,440 minutes  which is 24 hours). XenMobile defaults to 168 hours (7 days) for secure mail.