Symptoms
When you try to login to Workspace ONE Boxer, you see an error similar to: "Unable to configure account. Username or Password is incorrect."
Cause
This issue generally occurs when there is a mismatch in the 'Username' field of Boxer configuration and the username format which the Exchange Server accepts in order to login to the mailbox.
Resolution
To resolve this issue:
Ensure that the user is entering the correct password to login to Boxer. You can verify by asking the user to login to the online mail portal using the same account and password. If the user is able to login, you can conclude that the password is correct.
This step confirms that the issue is NOT with the Password, but with the Username.
In the Workspace ONE UEM Console, navigate to Accounts > Users > List View and search for the account of the affected user.In the User Properties, check if the Email Username and Domain field are correctly populated.
If the values are not populated correctly, edit the User Properties and add the correct values for this user and Save the changes.
Inform the user to re-install Boxer and try to login again.If the above steps did not work:
Go to the Boxer Configuration settings for this user and navigate to Email Settings > User field.Check if any of the following lookup values are populated (The lookup value depends on the format in which your Exchange Server accepts the username to login to a mailbox). If not, fill in this field with a valid lookup value for the user. The most commonly used lookup values are:
{EmailUserName}{EnrollmentUser}{EmailAddress}{UserPrincipalName}
As per the setting on the Exchange Server, edit the User field and Save the changes.Re-publish Boxer onto the devices and inform the users to log in again.
If the issue persists, reach out to the VMware Workspace ONE support by logging in to the My Workspace ONE portal and submit a support request or reach out via chat. Ensure to share the log information for further analysis.
