Sophos Secure Email Application Notification Issues -- Android

Hello Bruce,

Thank you for reaching out to the Sophos Community Forum.

Let me know you can elaborate on the following points.
- Version of the Sophos Secure Email application is installed on the affected device. The latest version available is 7.11.
- Android Enterprise Full Device management, or Work Profile.
- Is the SSE application is in a "Force Stopped" state, or is it running in the background/in the app switcher when you run into issues?

When testing this on my side using an AE Work Profile enrolled android device, I receive notifications within a few minutes of having sent an e-mail to myself. The email account I'm using is a personal Outlook Account. Based on this I don't believe there to be any underlying issues with notifications in the SSE app right now.

I tried opening the app settings for the Managed SSE application to select "Force stop" before testing, though the work-profile may control whether the app runs in the background or not. This may be affecting the results I'm getting on my side.

Hello Bruce,

Thank you for reaching out to the Sophos Community Forum.

Let me know you can elaborate on the following points.
- Version of the Sophos Secure Email application is installed on the affected device. The latest version available is 7.11.
- Android Enterprise Full Device management, or Work Profile.
- Is the SSE application is in a "Force Stopped" state, or is it running in the background/in the app switcher when you run into issues?

When testing this on my side using an AE Work Profile enrolled android device, I receive notifications within a few minutes of having sent an e-mail to myself. The email account I'm using is a personal Outlook Account. Based on this I don't believe there to be any underlying issues with notifications in the SSE app right now.

I tried opening the app settings for the Managed SSE application to select "Force stop" before testing, though the work-profile may control whether the app runs in the background or not. This may be affecting the results I'm getting on my side.

• This phone has the latest version installed (7.11 in the app details)
• Management Mode is Sophos Container (not work profile or enterprise)
• Secure Email was not stopped; however the Sophos Container app was "automatically disabled"... I re-enabled and tested, still no alerts.

Thank you for the additional information. 

I proceeded to replicate your configuration with container management for testing. The device I used for testing was running Android 9 with version 7.11 of SSE.

With the SSE application open in the "App Switcher" I receive notifications. With the application fully closed (Open App Switcher, close all apps), I continue to receive notifications. 

If you've already checked battery saver settings and notification settings on the device, you may want to open a support case with the details mentioned here so this can be looked into further. 

What may help as an immediate step is configuring EWS Notifications to see if things improve. 
- Turn on EWS notifications on Sophos Mobile and Exchange Server

If you choose to open a support case, feel free to PM me the Case ID, and I can add notes to try and help progress the case more quickly.

Thanks for the assistance; I think the issue may have to do with Android 11 (this is the version we have, you are on v9 in your testing).  I'll look at the EWS notifications, and start an official support case if needed.