TRBL: Email Issues (iOS)

Symptoms

User is not receiving Mass General Brigham emails on their iOS device.

Requirements

• Device must be running an iOS version of 15 or above.
  
  
  • iOS version can be verified by going to Settings>General>About.
  • For Software Update instructions, see HT204204.
    
    
• Device must be enrolled into Ivanti Go to access email.
  
  
  • For Ivanti Go verification instructions, see KB0038180.
  • For enrollment instructions, see KB0031710/RC2888

Resolution

1. Confirm your device checks out with the requirements above.

2. If the following statements are true, then you may proceed to step 3.

• Your iOS device is using a supported iOS version of at least 15 or above.
• Your iOS device is also enrolled into Ivanti Go.

3. Verify the "Partners (OAUTH)" account is present and authenticated.

• Settings>Mail>Accounts.

1. 1. If the "Partners (OAUTH)" account is not present:
      
      
      • Check for the presence of an older or manually configured exchange account that may be blocking the "Partners (OAUTH)" installer.
      • These accounts will often (but not always) be named something like Partners, MGH, Work, or Exchange.
      • If an older/manual Partners account is found:
        
        
        • Select the exchange account and then tap "Delete Account".
        • A confirmation message will display. Tap "Delete from My iPhone".
        • Once the account finishes deleting, reboot the device.
        • Open the Ivanti Go app
          
          
          • Go to the My Devices tab.
          • Tap 'Show my devices'
          • Authenticate with your primary Partners email and login password
          • Select the 'current device' from the list
          • Tap check for updates.
          • Tap continue when prompted to confirm.
            
            
   2. If there are multiple Partners(OAuth) accounts present:
      
      • One such account should have a "Delete Account" option. Delete that one, then proceed with section c below.
      • See KB0040376 for more details.
   3. If the Partners(OAuth) account is present, but not authenticated:
      
      
      1. Tap on the blue 'Re-enter Password' button.
      2. Authenticate via OKTA.
         
         • If prompted regarding logging into Office 365 or Apple Internet accounts, that's normal.
         • If the OKTA page does not load, or displays the error "Safari cannot open the page because your [iPhone/iPad] is not connected to the internet" see KB0038304.
         • If the user gets an "Email Address Mismatch" error, see KB0040376 
         • If the OKTA page rejects both a user's newly changed password and their old password, try changing it a second time via KB0018721
           
         • If OKTA continues rejecting their credentials after re-changing their MGB password, the issue may need to be escalated.
   4. If the Partners(OAuth) account is present and authenticated:
      
      • • Verify that Mail syncing is enabled.