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iOS/iPadOS Frequently Asked Questions (FAQs)

1. Overview

These FAQs are intended to support end users who are using iOS/iPadOS devices on NHSmail Intune.

If you are an end user with an iOS/iPadOS device, please refer to these FAQs and the recommended course/s of action to try to resolve any issue you may be having with your device.

If you have just received your NHSmail Intune iOS/iPadOS device, you will need to follow the enrolment steps detailed in the iOS/iPadOS Quick Start End User Guide.

2. iOS/iPadOS Frequently Asked Questions (FAQs)

Below are frequently asked questions about getting started and accessing applications on your iOS/iPadOS device. Please read through these questions and the recommended course/s of action if you are having a technical issue with your device to try to resolve the issue yourself.

IMPORTANT NOTE: If you are unable to resolve your issue with the help of these FAQs, please contact an LA at your organisation.

Why isn’t my device turning on?

If your device is not turning on, it could mean the device battery level is too low. In this instance, plug in your device into a power socket. If your device is still having issues turning on, there may be a hardware issue and your device will need to be replaced. Please contact your Local Administrators (LAs). 

How do I enrol my iOS/iPadOS devices into Intune?

Please follow the steps outlined in the iOS/iPadOS Quick Start End User Guide.

Is VPN connectivity required?

No. VPN connectivity will not be required to login to your device or to access applications. 

What is Guided Access Mode?

Guided Access mode limits the ability to control certain functions of your device such as the home button, volume, touchscreen etc.

Once you have completed the Apple setup wizard, your device will start in Guided access mode while the Company Portal app installs in the background. Once the Company Portal app has installed in the background, Guided Access Mode will be disabled and you will be able to use your device normally.

Which applications are pre-installed?

Google Chrome and the Company Portal app will be pre-installed on the device. All other stock Apple applications (pre-built) will be available on the device. 

Will I be able to use In-Private browsing mode?

InPrivate browsing mode will be available on the iPad as an option. However, this won’t be enforced as the iPad is configured with a guest account and it will wipe all your data once you log out.

Why can’t I use Siri?

As part of the baseline build Siri has been disabled from the lock screen. Siri is still accessible once the device is unlocked. 

How do I connect to a wireless network?

Please follow the steps below to switch on your Wi-Fi connection.

  1. Open the Wi-Fi settings by swiping down from the upper-right of the screen – (shown in red on the below screenshot)
  2. Tap and hold the Wi-Fi symbol to turn on Wi-Fi
  3. Select the network you wish to connect to

You may need to enter a password for the Wi-Fi network to be able to connect. You should be able to access this locally.

Why won’t my iOS/iPadOS device connect to Wi-Fi?

First, check your network settings to make sure your device has Wi-Fi enabled and is connected to a Wi-Fi network.

You should also check that your device is not on airplane mode – (shown in red on the below screenshot). To do this:

  1. Swipe down from the top of your screen, which will open your device’s notification panel
  2. Swipe down from the notification panel to reveal the Quick Settings menu.
  3. On the Quick Settings Screen, you can toggle airplane mode ‘off’ if it is ‘on’.

Why has my device disconnected from Wi-Fi?

If your device has disconnected from Wi-Fi, first check that your device is not on airplane mode – (shown in red on the below screenshot). To do this:

1.    Swipe down from the top of your screen, which will open your device’s notification panel

2.    Swipe down from the notification panel to reveal the Quick Settings menu.

3.    On the Quick Settings Screen, you can toggle airplane mode ‘off’ if it is ‘on’.

You should also check your network settings to make sure your device has Wi-Fi enabled and is connected to a Wi-Fi network – (shown in red on the below screenshot).

What applications are already installed?

A list of managed applications can be viewed below.

Disclaimer: Some stock iOS applications (pre-built) may be removed during the fully managed enrolment process.

  • Google Chrome
  • Microsoft Edge
  • Company Portal App
  • Intune Portal App Authenticator
Can I access my Outlook on my device?

Outlook will not be installed as part of the baseline build so if you need to access Outlook, you can do this via the Internet using the web browser.

How do I sync my device via the Company Portal?

Open the Company Portal or Intune Portal App on your device, and then select your phone as the device you wish to sync. You should then be able to click Sync to complete this step.

Why won’t my device sync via the Company Portal?

If you have followed the recommended course of action for Q13 to sync the phone and syncing is not working, please contact your LA.

Why can’t I install applications from the App Store?

Downloading applications has been disabled in the baseline configuration. However, you can install applications from the Company Portal.

Why can’t I access iTunes/App Store?

This has been disabled as part of the baseline configuration.

How do I access web applications?

Web applications will be accessible through the Google Chrome or Microsoft Edge browser.

Why can’t I download/play local media?

This has been locked down as part of the baseline configuration. However, media content will still be able to be played through the Google Chrome or Microsoft Edge browsers.

Why won’t my files open locally?

The file may be trying to open in an application which is not installed locally on the device (e.g., an Excel file). Please use web browser alternatives if required.

Why can’t I open PDFs?

Adobe PDF reader is not pre-installed on the device. Please use web alternatives if required.

Why can’t I reset my device?

Fully Managed iOS devices can only be reset by LAs.

If you require your device to be reset, please contact your LA.

How do I connect peripherals (smartcards, barcode scanners etc) to my iOS device?

You can connect barcode scanners and other essential work-related accessories to your device via Bluetooth in device settings.

Why is my device crashing?

If your device is crashing and blue screening regularly, there may be a hardware fault with your device. Please contact your LA who will be able to assess the issue and will work to resolve it. If this is a hardware fault, the device will need to be replaced.

How do I close an application which has crashed?

To close an application, double click the home button and swipe the application you wish to close off the screen. To close an application that has crashed or frozen, follow the same process. If the crashed/ frozen application will not close after several attempts, contact your LAs.

Why can’t I take screenshots?

If you are attempting to take a screenshot in a managed app you may see an error saying, “Couldn’t save screenshot, taking screenshots isn’t allowed by the app or your organisation.”

Fully managed devices do not allow you to take screenshots in managed apps which may hold company data.

Taking screenshots on unmanaged applications should not cause any issues.

Will I be able to use an e-Sim?

You will be able to use an e-Sim, however you will not be able to make any modifications in the settings app since this has been blocked as a part of the baseline configuration.

How do I reset my password/unlock my account?

If you have forgotten your password, you will need to use the self-service password reset feature within the NHSmail Portal. To use self-service, you must know the answers to your security questions and have a mobile number set within the profile section of your account (you must have access to this mobile).

If you try to use the CRTL+ALT+DELETE shortcut, you will not be able to successfully update your password.

If you are unable to use the self-service password reset feature, please contact your LA who will be able to redirect you to reset your password.

Why can’t I save my login details (username or password) in my web browser?

Login details will not be automatically saved during browsing sessions. This will prevent you from accessing another user’s account since these may be shared devices.

I’m using a shared device. What do I need to think about when using shared devices?

Remember to log out of the device if you are on a break and once you have finished to allow others to begin using the device.

Avoid downloading and saving any files locally to the device; if you do need to save something locally such as a PDF, please remember to delete the file(s) once you have finished. If you delete the file, remember to also empty the recycle bin. Alternatively, the following shortcut will permanently delete a file from your files and recycling bin CTRL + Shift + Delete.

Can I use my device for personal use?

Please do not use these devices for any personal business such as online banking, social media, etc or to store personal photos. Your device is managed by LAs and you may lose personal data if it is stored on your device.

What should I do if I have lost, broken or damaged my device?

If you have misplaced your device, you should immediately report this to your LA, so they can reset the device. If you have broken or damaged your device, please contact your LA for assistance. 

Updated on 29/09/2021
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