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Sophos Secure Email Application Notification Issues -- Android

So I have a user that is reporting that they are not receiving any notifications from their Sophos Secure Email app when it is not open on the screen.  This sounds like an old thread I dug up from 6 years ago:  Secure Email for Android - Notifications do not work unless app is open? - Discussions - Sophos Mobile - Sophos Community

All notifications are enabled in the app, and in the phone for the app.  Is this something that is still broken from 6 years ago, or am I missing something?



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  • 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.

    Kushal Lakhan
    Global Community Support Engineer
    Connect with Sophos Support, get alerted, and be informed.
    If a post solves your question, please use the "Verify Answer" button.
    The New Home of Sophos Support Videos!  Visit Sophos Techvids
    • 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.

    CTO, Convergent Information Security Solutions, LLC

    https://www.convergesecurity.com

    Advice given as posted on this forum does not construe a support relationship or other relationship with Convergent Information Security Solutions, LLC or its subsidiaries.  Use the advice given at your own risk.

  • 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.

    Kushal Lakhan
    Global Community Support Engineer
    Connect with Sophos Support, get alerted, and be informed.
    If a post solves your question, please use the "Verify Answer" button.
    The New Home of Sophos Support Videos!  Visit Sophos Techvids
  • 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.

    CTO, Convergent Information Security Solutions, LLC

    https://www.convergesecurity.com

    Advice given as posted on this forum does not construe a support relationship or other relationship with Convergent Information Security Solutions, LLC or its subsidiaries.  Use the advice given at your own risk.

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  • 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.

    CTO, Convergent Information Security Solutions, LLC

    https://www.convergesecurity.com

    Advice given as posted on this forum does not construe a support relationship or other relationship with Convergent Information Security Solutions, LLC or its subsidiaries.  Use the advice given at your own risk.

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