Question and Answers
Badge Behaviour for End Users
Q: What does the badge count represent?
A: The badge count represents the total unread count of your entire inbox folder.
Q: Do I still have access to the total unread count of inbox folder for my sync period?
A: Yes. If you open SecureMail and click “drawer”, the count in that 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, SecureMail 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 SecureMail change?
A: Yes. 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: SecureMail 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 SecureMail 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 SecureMail is in background?
A: Yes. The badge count will be updated.
Q: Will the badge count update when SecureMail is terminated (that is, not running)?
A: Yes. 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 SecureMail(including Outlook, Facebook, Whatsapp, etc).
Q: I had new mail messages and I opened SecureMail and read all the messages. When I close the app, the badge count does not show 0 as the badge count immediately. Why?
A: SecureMail uses APNS to update the badge count. After you read the messages, the exchange server will send the new number to SecureMail through APNS. The number should get updated fairly quickly.
Q: My badge does not update.
A: Check if you are allowing notifications for the SecureMail app. When you installed SecureMail, 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 to iOS > Settings > Notifications > SecureMail and allow notifications. Allow badge app icon as well.
Q: I declined allowing notifications when I first installed. Can I change this decision?
A: Yes. To turn this on, go to iOS >Settings > Notifications > SecureMail and allow notifications. Allow badge app icon as well.
Q: Will APNs enabled SecureMail increase my battery drain?
A: No. Our testing has shown that SecureMail with or without APNs enabled has comparable battery performance. You should not see an increase from the battery performance of SecureMail 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 SecureMail application shows the notifications.
Q: I do not see any notifications. How do I show them?
A: Notifications are shown by the SecureMail application.
To show notifications, got to SecureMail > Settings > Notifications and under Email Notifications, turn on Show 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 to iOS > Settings > Notifications. Select the SecureMail application and ensure “lock screen” is turned on.
Q: Does SecureMail support both banner and pop up alert styles?
A: Yes. Banner and pop-up style is controlled by the iOS platform and the user can select the alert style.
Q: Will I 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.
Q: Will I 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.
Q: Will I 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.
Additional Resources
CTX200971 – How to Prepare WorxMail for APNs Worx App