Sophos Secure Email notifications not showing content

Hello,

Is there a way of enabling the notifications for Sophos Secure Email to show sender and subject (and in some cases the body) of the email on a locked screen? I have set up the app on both an iPhone (running iOS 14 or later) and an Android device (running Android 10) and this is what I have found:

  • On the Android device, the screen doesn't even wake up to show an email has been received

  • Instead the phone has to be unlocked to be able to see the notification

  • At first the notification just said "New email" but afterwards it showed10.0.0.0.1the sender and subject

  • On the iOS device, whilst the screen does wake up to show the notification it just says "New email message" as opposed to who sent it and what the subject was

  • It means having to unlock the phone to see the actual email

  • Both devices have the notifications to show up but I did notice on the Android device I couldn't change the option for "Don't show notification at all" for the "On the Lock Screen" option within Sophos Email

  • Is this something that can also be enabled for fully managed devices? Because I have noticed that it's only after you've gone into the app that the notification displays the sender and the subject. The same also for devices with just the Sophos Email Container policy.

Please advise if there is a way to be able to view emails on a locked screen when they arrive as a notification.

Thank you.



assaas
[edited by: ragini paul at 5:25 PM (GMT -8) on 26 Dec 2020]

Top Replies

  • Hi

    Please make sure that the app must be running always in the background and should have the Background App Refresh option enabled for Sophos Secure Email.

    Real and silent push notifications differ…

Parents
  • Hi

    Please make sure that the app must be running always in the background and should have the Background App Refresh option enabled for Sophos Secure Email.

    Real and silent push notifications differ regarding the shown information and the circumstances when they are displayed.

    Real push notifications

    • Are always displayed, independent if the app is running in the background or not
    • It Will only show that a new email arrived
    • No additional information is shown (sender, subject, preview)

    Silent push notifications

    • Are only displayed if the app is running in the background (which is also influenced by iOS)
    • Show additional information (sender, subject, preview)

    Shweta

    Community Support Engineer | Sophos Technical Support
    Support Videos | Product Documentation@SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.

     

Reply
  • Hi

    Please make sure that the app must be running always in the background and should have the Background App Refresh option enabled for Sophos Secure Email.

    Real and silent push notifications differ regarding the shown information and the circumstances when they are displayed.

    Real push notifications

    • Are always displayed, independent if the app is running in the background or not
    • It Will only show that a new email arrived
    • No additional information is shown (sender, subject, preview)

    Silent push notifications

    • Are only displayed if the app is running in the background (which is also influenced by iOS)
    • Show additional information (sender, subject, preview)

    Shweta

    Community Support Engineer | Sophos Technical Support
    Support Videos | Product Documentation@SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.

     

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