FAQ: Badge Behavior and Notifications Behavior for End Users

This article provides frequently asked questions and answers for Badge behavior and Notifications behavior.

Badge Behaviour for End Users

Q: What does the badge count represent?

A: The badge count represents the total number of unread count of mails for your entire inbox folder.

Q: Do I still have access to the total unread count of inbox folder for my sync period?

A:是的。If you open SecureMail, the count in that Inbox section will provide total unread count of inbox during the sync period.

Q: Do I need data connectivity for the badge count to work?

A: Yes, Secure Mail leverages Apple Push Notification Service (APNS) to update the badge. APNS requires data connectivity.

Q: When does the badge count change?

A: The badge count changes when there is a mailbox activity for your inbox folder on Exchange. The following mailbox activities trigger an APNS push:

• New email
• Status change of email from read to unread and vice versa
• New calendar event
• Cancelled calendar event
• Decline calendar event
• Update calendar event

Q: If I read the email on my desktop, will the badge count on Secure Mail change?

A:是的。When you read the emails on your desktop, the exchange server will inform.

Q: My badge count shows 2 and my outlook client on Mac/Windows shows 0? Shouldn’t they be the same?

A: Secure Mail leverages Exchange Web Services (EWS) to get the total count. Outlook Web Access leverages the same protocol as well. The count in OWA should match the count on Secure Mail badge. Outlook Client on Mac/Windows does not use EWS and there may be discrepancy between the numbers. Based on our observations, the numbers will converge over time.

Q: Will the badge count update when Secure Mail is in background?

A:是的。徽章数将被更新。

Q: Will the badge count update when Secure Mail is terminated (that is, not running)?

A:是的。The APNS behaviour when the app is in the foreground, background or terminated is managed by the iOS platform for all 3rd party apps. Depending on wifi and battery state, the badge updates can stop for a period when the app is terminated. However, you will see this behaviour across all your 3rd party updates that leverage APNs and not just Secure Mail(including Outlook, Facebook, Whatsapp, etc).

Q: I had new mail messages and I opened Secure Mail and read all the messages. When I close the app, the badge count does not show 0 as the badge count immediately. Why?

A: Secure Mail uses APNS to update the badge count. After you read the messages, the exchange server will send the new number to Secure Mail through APNS. The number should get updated fairly quickly.

Q: My badge does not update.

A: Check if you are allowing notifications for the Secure Mail app. When you installed Secure Mail, the app will request you to allow notifications. If you declined it, APNS notification will not work and badge will not update.
To turn this on, go toiOS>Settings>Notifications>Secure Mailand allow notifications. Allow badge app icon as well.

Q: I declined allowing notifications when I first installed. Can I change this decision?

A:是的。To turn this on, go toiOS>Settings>Notifications>Secure Mailand allow notifications. Allow badge app icon as well.

Q: Will APNs enabled Secure Mail increase my battery drain?

A: No. Our testing has shown that Secure Mail with or without APNs enabled has comparable battery performance. You should not see an increase from the battery performance of Secure Mail 10.0.3& above.

Notifications Behaviour for End Users

Q: What are notifications?

A: Notifications are a preview of the message: Sender and Subject.

Q: Does APNS service send these notifications?

A: No, the APNS is a silent push that only updates the badge count.

Q: Who shows the notifications?

A: The Secure Mail application shows the notifications.

Q: I do not see any notifications. How do I show them?

A: Notifications are shown by the Secure Mail application.
To show notifications, got toSecure Mail>Settings>Notificationsand underEmail Notifications, turn onShow Notifications.

Q: How do I get the notifications on lock screen?

A: If your IT admin has enabled notifications for lock screen, you should see them in the lock screen.
If they are not showing, go toiOS>Settings>Notifications. Select the Secure Mail application and ensure “lock screen” is turned on.

Q: Does Secure Mail support both banner and pop up alert styles?

A:是的。Banner and pop-up style is controlled by the iOS platform and the user can select the alert style. This is iOS feature.

问:我要see the notifications when app is in foreground?

A: You will not see notifications when the app is in foreground. This is standard iOS behaviour.

问:我要see the notifications when app is in background?

A: You will see notifications when the app is in background. Having said that, the notifications are shown by the SecureMail application. So, when the app is in background, the iOS platform will wake up the app. When the app wakes up, it will show the notifications and sync emails. The frequency interval of the wake up is based on unpublished iOS algorithms. We have observed that the wake up is much quicker if APNS push is used when compared to just the background app refresh.

问:我要see the notifications when app is terminated (that is, not running)?

A: You will not see notifications when the app is terminated. This is standard iOS behaviour. You will continue to receive badge count updates to the WM app icon.

Q: When I see the notification (sender/subject as described in the previous questions), does it mean the mail will sync too?

A: Yes, this means that iOS platform has woken the app. After the app wakes up, it syncs with the server to download any new mail/calendar updates.

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