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Secure Email does not receive the Contaier


we sometimes have the problem that the Secure Mail App does not receive any policy. So we cant start it for mail syncronization.

With another cell phone it works without problems. The same rollout template was used on both devices.

Both devices are Android Enterprise. Android Version is 10.

Also, it has already worked with the device. Since a new user has received it, we have reset it to factory settings and rolled out again

We have tried to reinstall the app, unenroll the sophos container and set it again.

Does anyone have an idea what this could be or how we can fix this?

Best Regards,


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  • Hi Patrick,

    Thank you for reaching us. Alow us to have a qucik check on this ans get back to you.

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  Visit Sophos Techvids
  • Hi Glenn,

    i tried to wipe the device and set it up again.

    Now it got the container policy and Sophos Email can be used.


    Any idea?


  • Check if the email address was typed or copy-pasted correctly. Sometimes extra characters in the email address (such as a dot at the end) can cause an email address to fail. In rare cases the email may have been blocked by our system due to suspected account abuse.


  • Hello Sophos,

    we have the very same problem on an Android 11 device (Samsung Galaxy A21S). This was wiped several times and also tested with another user, the Sophos Secure Email app always tells us, that it is not managed bei Sophos Mobile, access is locked (Sophos Container). The portal shows that no Container policy is assigned, a repush doesnt help. Any solution?

  • mycardstatement wrote:

    Sophos Secure Email to receive push notifications, Exchange Web Services (EWS) must be activated on the Exchange server as a prerequisite. Information on activating this feature can be found in the article: Sophos Mobile: How to enable EWS notifications on the Exchange Server and Sophos Mobile.

  • Email isn’t just a problem when you’re not receiving messages though. It’s just as problematic if emails you’re sending aren’t reaching their destination.

    Misspelling of email addresses is a very common reason for emails not being sent. It’s very easy to miss out a letter or a dot in an email address, which will result in it not getting through. You should always double check addresses when you’re sending to a new recipient to avoid this.

    If you receive a non-delivery report (NDR) email back when trying to send an email, then it means the recipient’s email servers have detected a problem. This could be due to the recipient’s mailbox being full, an address that does not exist or a problem with the recipient’s mail server. If you receive a NDR email back then you’ll want to find an alternative way to contact them, or send something to them.