The Sophos Mobile Control iOS app fails to synchronize automatically

  • Article ID: 120328
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  • Updated: 26 Nov 2015


The Sophos Mobile Control iOS app should synchronize automatically after 24 hours. According to the web console the value for "Last app synchronization" is not updated. What is necessary to enable the Sophos Mobile Control (SMC) app to automatically synchronize?

First seen in
Sophos Mobile Control as a Service 3.6
Sophos Mobile Control 3.6

Operating systems
iOS 7 or higher

What To Do

In general, the Sophos Mobile Control server checks the "Last app synchronization" date and sends out a trigger to all iOS devices where the SMC app is installed and the last app synchronization date is more than 24 hours ago.

: Automatic synchronization of the "Control" app is only possible with iOS 7.1 devices. However, Sophos relies on Apple when sending out triggers to the iOS app. It is not guaranteed that this trigger is received and processed correctly by the device.

On the iOS device the following things must be given to make sure the app can synchronize.

  • An iOS 7.1 (or higher) device is used
  • The "Control" app must be running in the task switcher.
    To achieve this, user have to open the application once and let the app synchronize with the configured SMC server.
    Once this was done the app should be closed by pressing the "Home" button once. This way, it is sent to the background but not terminated completely.
    Note: Turning off the device terminates all currently running app. After restarting the device, the app must be restarted, too.
  • The app is able to receive push notifications and the notifications should be included in the Notification Center (Settings | Notification Center)
  • "Background app refresh" must be enabled for the SMC app on the device (Settings | General | Background App Refresh)

As stated above, even if these settings are given, it is not guaranteed that the Mobile Control app synchronizes automatically.

What are the limitations if the app does not synchronize automatically?

If the app is not able to synchronize automatically, the following features are not usable anymore:

  • Jailbreak detection is not possible
  • Requesting a location of the device is not possible

All other features, like displaying compliance violations are still working if the user manually opens the Sophos Mobile Control application and synchronizes the app with the Server.

If you need more information or guidance, then please contact technical support.

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