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Sophos Secure Email container password reset for iOS

ARei

Hello, 

I am having trouble resetting Sophos Secure Email container passwords for iOS users. When  a user enters wrong container password too many times they get locked out of the app. I reset their container password through Sophos Central, but it doesn't seem to work as intended. The user gets a message that there is no active configuration and they need to resync. Nothing happens after they click the resync button. 

Sometimes reinstalling the app does the trick, and sometimes I have to delete device from the managed devices and re-enroll it. Is there a better way?

I found this article where it says "On an iPhone or iPad, the user must also register their mail account in Sophos Secure Email again" but not sure how to do it. 

Reset container password works fine on Android phones. 



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  • 0

    Hi ARei,

    Thanks for reaching out to us. 

    When trying this out on a test device, I found that triggering a sync from the Sophos Mobile Control application helps to ensure the device communicates with the SMC back-end. The SMC application will be responsible for sending/receiving the policy settings, the settings are then applied to the Sophos Secure Email application. 

    I found this to work the most reliably by doing the following.
    - SSE App is locked out 
    - Force close the SSE app through app switcher
    - Send the "Reset Sophos container password" action from Sophos Central Mobile
    - Open the SMC application/trigger a sync by pulling down on the screen (wait for the timestamp to update)
    - Open the SSE application and press "Resync" if needed

    At this point the SSE application should have received the reset action and the user will need to define a new container password. 

    What is mentioned in your observation applies at this point in time.

    ARei said:
    the user must also register their mail account

    Once the new container password is applied, the user will need to authenticate with the password to their email account. 

    If you continue to see the error "There is no active configuration", I recommend going into the "Policies" tab of the device from Sophos Central Mobile to select "Assign policy > 'Your Container Policy'".

    Re-assigning the same policy over-top of what the device has already received may help in this situation. Ensure that you go back into the SMC application to trigger a refresh so that the policy assignment is communicated over to the SSE application. 

    Kushal Lakhan
    Team Lead, Global Community Support
    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
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  • 0

    Hi ARei,

    Thanks for reaching out to us. 

    When trying this out on a test device, I found that triggering a sync from the Sophos Mobile Control application helps to ensure the device communicates with the SMC back-end. The SMC application will be responsible for sending/receiving the policy settings, the settings are then applied to the Sophos Secure Email application. 

    I found this to work the most reliably by doing the following.
    - SSE App is locked out 
    - Force close the SSE app through app switcher
    - Send the "Reset Sophos container password" action from Sophos Central Mobile
    - Open the SMC application/trigger a sync by pulling down on the screen (wait for the timestamp to update)
    - Open the SSE application and press "Resync" if needed

    At this point the SSE application should have received the reset action and the user will need to define a new container password. 

    What is mentioned in your observation applies at this point in time.

    ARei said:
    the user must also register their mail account

    Once the new container password is applied, the user will need to authenticate with the password to their email account. 

    If you continue to see the error "There is no active configuration", I recommend going into the "Policies" tab of the device from Sophos Central Mobile to select "Assign policy > 'Your Container Policy'".

    Re-assigning the same policy over-top of what the device has already received may help in this situation. Ensure that you go back into the SMC application to trigger a refresh so that the policy assignment is communicated over to the SSE application. 

    Kushal Lakhan
    Team Lead, Global Community Support
    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
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