Outlook Does Not Work On My New Phone or Mobile Device
Summary
If you are seeing a quarantine message from Outlook while trying to access your email, it's probably because you have recently upgraded your mobile device or are trying to access Outlook from a new device that you haven't used before. This message indicates that your Outlook account is under quarantine until it's approved by your IT administrator.
It's important to keep in mind that Outlook will only work on devices that have been approved by your IT department. Even if you have previously accessed Outlook on another device, you'll need to have your new device approved before you can access Outlook.
Note: You must be enrolled in Duo before adding email to your phone. Only certain positions will be authorized to use Outlook on the phone. How do you know who's authorized? If you're salary, you are most likely to be approved. If you are hourly, then most likely not.
Instructions
1. Install the app. Instructions can be found here in the solutions article. You cannot use the built-in mail client of the phone. It has to be the Outlook App from your device's App Store.
2. You will see a notification on your mobile device that it's been blocked or quarantined. The approval process begins as soon as you see the message.
- A ticket is automatically created in our system. The IT department will review your request, even if you were approved before. It's an automated process. It's unnecessary to create a ticket saying you received a message saying it needs to be approved by an IT administrator.
- You should receive a notification that it was approved or disapproved. This is based on the job title of your position.
- If approved, your emails should start flowing within an hour of approval. If disapproved, you'll see a notification from the ticketing system explaining why.
! Please be patient as our system administrator handles daily requests from multiple hospitals. Requests could be processed within minutes to several hours. Expect an SLA of no more than two business days. If you haven't received approval within that time frame, please create a ticket so we can help expedite it. Please refrain from creating a ticket asking when it'll get done.
Troubleshooting
There isn't a whole lot the IT department can do with personal devices and the Outlook App itself. It's up to you to ensure your phone is up to date. Treat it like a computer. When Outlook isn't working, try some of the suggestions below.
- Restart your device
- Check for software updates on your device
- Delete the Outlook App and reinstall it
- Double-check and make sure the account is working. Do this by visiting the Landing and opening Outlook Web Mail.
- If you're not receiving any email, check and make sure you have a signal. You may need to switch between cell tower and WiFi.
Related Articles
What to expect?
Switching phones.