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Secure Mail App Is Locked: How do you unlock it?

iOS devices. Had several in the last 24 hours have differing issues making connection to the server. The one I'm looking at now has the error: The app has failed to connect to the Sophos Mobile server too many times. The app is locked until it connects to the server. Resync.

Rescync spins for half a second then goes back to above error.

Rebooted phone. Tried Wifi on/off. I don't see any other way to kick this thing in the pants. How do I unlock the app?

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0 Dave Skingley over 6 years ago

I have the same issue but on an Android device. According to Sophos Central the device is Synced and in Compliance but the Secure Email container remains locked.

When pressing resync nothing happens, just says check internet connection even though it is connected.
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0 STEVEN NAMENYE over 6 years ago

SOPHOS SUPPORT, WHERE ARE YOU???? Short of un-installing Secure Mail and re-installing Secure Mail, is there no way to unlock the app to get user to enter their new AD password???
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0 Huy Vu over 6 years ago in reply to STEVEN NAMENYE

You should check App Protection Policy to verify Secure Email is not blocked.

- XG v17 Technician Certificate -
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