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The original was posted on /r/sysadmin by /u/Dunkinn56 on 2023-09-26 13:57:27+00:00.

I am a helpdesk tech and only one of our employees has encountered this strange issue within the Boxer app by VMware. My supervisors are also pretty stumped on the issue which is why I am taking this question here. I apologize in advance if this isn’t the best place for this post.

The agency I work for provided employees with Airwatch managed cellphones (usually Samsung) and the only mail app we are to allow is the Boxer app. Boxer usually tends to give some small minor issues but this issue is only happening for 1 specific user and happens constantly. This user has mail syncing to boxer with no issues then randomly it will give a message “Unable to sync for 19 minutes”. This message ALWAYS starts at 19 minutes, counts down, syncs some emails then says unable to sync for 19 minutes again.

I did test with a different cellphone with the same user account but we did not enroll the phone with Airwatch was the only difference (even same model phone). However, the message we got this time was, every 15 minutes it would take you to a different screen and it was asking for his passcode. Once we entered in the passcode his emails would start displaying again.

I have a feeling there is something in the backend that wants him to keep reauthenticating but at this point I am extremely stumped on what this could be. I will post an image of the error below.

Any help or tips would be greatly appreciated!