End User Applications - Frequently Asked Questions

This article provides common troubleshooting solutions for various issues relating to Mimecast End User Applications, and is intended for Administrators.

Common issues include:

• Features disabled or not permitted.
• Communication issues caused by proxy or other environmental factors.

Also see:

• Mimecast for Mac - Overview
• Mimecast Mobile - Overview

General Mobile and Apps

Q:	How can we resolve general authentication issues?
A:	We recommend following these initial troubleshooting steps for all end-user issues: Verify which application setting / authentication profile is being applied to the user, by checking the user's details under the Internal Directories menu item in the Administration Console. See Managing Internal Domain & Subdomains. Check that all application settings and authentication profiles match and are correct. See Configuring Application Settings and Configure Authentication Profiles. Clear the "msw.s3db" file (Mimecast for Outlook only). See Mimecast For Outlook - IWA Connectivity.
Q:	Why can users not send and accept certain Large File Send files?
A:	If there are issues uploading or sending Large File Send messages, try disabling proxy / web filters. If there are issues with recipients, check that the Large File Send invitation has not expired.
Q:	How can we resolve API issues?
A:	Our Developer space contains many resources you will find useful when troubleshooting API issues.

Mimecast for Mac

Q:	Why are certain users unable to authenticate to Mac Applications?
A:	Ensure the user is licensed for the Mac Application, as it's not part of most default packages.
Q:	I receive a “Binding Not Found” Error. What should I do?
A:	The login session has expired. Navigate to the Mimecast Menu | Logout. Sign into Mimecast for Mac.

Mimecast Mobile

Q:	How can we resolve login issues?
A:	If it is a PIN issue, uninstall and reinstall the app. PINs are local and not managed by Mimecast.
Q:	I receive a “Binding Not Found” error on the iOS or Android app. What should I do?
A:	The login sessions has expired. Tap the Menu button | Account Settings | Delete Account. Sign in to Mimecast Mobile. If you continue to receive the error, reinstall the Mimecast Mobile app from the Google Play or Apple App Store. Make sure the device has the latest supported version of iOS or Android.