FAQ of ED Mobility Program: Devices and ServicesED OCIO-ITS

Table of Contents

What is the solution for accessing email, calendar and contacts on a mobile device?

How does pooling work with pooled minutes and data?

When are calls not charged (free) or pooled minutes not used?

I forgot my device password. How do I reset my password?

The app I want to use is not available in the app store. How do I request to have it whitelisted (or allowed) for use?

I can’t get to my ED email. What number do I call for support?

What number do I call if I damage my phone?

What do I do if my phone is water damaged?

Do the Department’s issued devices have Apple Care? Warranty?

I can’t find my phone or it is lost or stolen. What do I do?

I cannot access a website.

What number do I call to get help with my new iPhone?

Can I reach and use Social media accounts (e.g., Facebook, twitter, Instagram).

How do I add an account for POP3/IMAP email? For example, Gmail.com, Outlook.com, Yahoo.com, Comcast.net email. What accounts, contacts, e-mail can I sync with ED email (GFE vs. BYOD)?

Can I use video call or conferencing apps such as Apple Facetime, Skype, ooVoo, Tango or Imo?

For BYOD, same question? video apps such as Skype, ooVoo, Tango, Imo. Will they still work on BYOD?

What apps are whitelisted for GFE?

What apps are whitelisted for BYOD?

How do I enroll in BYOD?

I’m interested in the BYOD program to check email but I’m concerned about my personal privacy.

How do I de-enroll in BYOD?

Can I use OneDrive or Dropbox, and other cloud storage apps?

Can I use the Apple iCloud to backup and restore the device and apps?

Can I and when should I turn on WIFI – home vs. public?

NOTE: Unless otherwise stated, each answer applies to both smartphones and tablets. For ease of language, device or smartphone is referenced.

What is the solution for accessing email, calendar and contacts on a mobile device?

The Department selected AT&T Wireless and its AirWatch mobile device management solution to provide mobile devices and services. The AirWatch Inbox mobile app is the secure solution for email, calendar and contacts. Use of other mobile applications including Microsoft Outlook (mobile app) will not function for use with your work account.

  • Standard Devices: Apple iPhone 6 and Apple iPhone 6 Plus and Apple AirPad
  • Standard Services: 400 minutes (pooled) + 5 GB data (pooled) domestic + Unlimited Text

International voice/data plans are available; contact your IT PO Coordinator for details.

How does pooling work with pooled minutes and data?

All of the Department-issued devices are part of a single pool (not restricted by POC). We project more than 1,500 devices deployed as part of the pool. That said, we do conduct administrative review of account activity for trends and anomalies.

When are calls not charged (free) or pooled minutes not used?

The off-peak hours where minutes do not use pooled minutes are as follows:

  • Nights: 9:00 p.m. - 5:59 a.m., Monday through Thursday
  • Weekends: 9:00 p.m. Friday through 5:59 a.m. Monday

Nights and Weekend calls are billed based on the time zone of the location of the phone when a call is placed or received. Nights and Weekend hours do not change on holidays; the same hours apply. AT&T to AT&T calls do not use pooled minutes, no matter the time.

I forgot my device password. How do I reset my password?

If you can’t access your device or can’t remember the password, contact 202-245-8470 and we can reset your device-level password. If you fail 10 times, your device will reset to factory default. All data will be lost.

The app I want to use is not available in the app store. How do I request to have it whitelisted (or allowed) for use?

Submit requests to your IT PO Coordinator for initial review and approval. If the IT POC forwards your request, it will be sent to . IT POC-sponsored requests will be considered and an initial reply will be returned within 24 hours (M-F). Rejections or approved modifications to the list will occur with 3 business days. See Question X and Y below regarding certain applications.

I can’t get to my ED email. What number do I call for support?

If using the AirWatch Inbox mobile app and the app is not receiving or updating your email, calendar or contacts, please contact 202-245-8470 first. Upon investigation, we may need to transfer the issue to the EDUCATE Help Desk (708-HELP, Option 2) to resolve a larger issue on your Exchange email account.

What number do I call if I damage my phone?

If your device is physically damaged, immediately contact your supervisor and IT PO Coordinator. Each office has internal procedures and various options do exist within the OCIO contract regarding processing tickets for replacement devices.

If you dial 611 from the device, you may contact AT&T Customer Support for coverage issues. You won’t have access to adjust any account-level information.

What do I do if my phone is water damaged?

If your device is water-damaged, contact your supervisor and IT PO Coordinator for next steps. Apple devices have multiple Liquid Contact Indicator (LCI) elements and should you drop it in the sink or other location (not saying anything). That said, water damage is NOT covered by the Apple Warranty

Do the Department’s issued devices have Apple Care? Warranty?

The Department has a 12-month limited warranty (same term and conditions as your own personally-owned device).

  • If warranty-covered functionality loss or damage occurs in the first 12 months (initial warranty), then our Mobile Services team will process a request for a replacement device.
  • If damage occurs not covered by warranty or occurs after the initial warranty period, then areplacement device may be required. OCIO has a very limited number of no cost Apple replacement devices. Otherwise, replacement of the same type of device (Apple iPhone 6 or 6 Plus) will result in a full replacement value charge (generally more than $500 to replace). It is solely the Principal Office’s decision on whether to obtain a replacement iPhone 5S or an at-cost iPhone 6/6 Plus.

I can’t find my phone or it is lost or stolen. What do I do?

Immediately notify the EDSOC (first priority) along with your supervisor/COR and IT PO Coordinator. Depending on the reason for lost/stolen, your Principal Office may request a replacement device with our team.

I cannot access a website.

When selecting a link (from an email) in AirWatch Inbox, you will be redirected to another window that will open the website (if public). Intranet websites and systems are not reachable without establishing a VPN connection (using the Citrix Receiver or SonicWALL Mobile Connect app). Assuming you are not using one of the department’s mobile apps for remote access, this may be an issue with the cellular provider and whether you are roaming. Or it could be an issue with the website itself.

What number do I call to get help with my new iPhone?

During core business hours, contact 202-245-8470 or (OCIO Mobile Services Team). Otherwise, contact 800-331-0500. NOTE: We may need to establish a call tree number and if/when ALL of us including contractor are no longer available, THEN the “last person” MUST forward incoming calls to the Toll-Free Number.

Can I reach and use Social media accounts (e.g., Facebook, twitter, Instagram).

Employees may use and install the social media accounts and mobile apps (located in the Catalog) consistent with Departmental policy provided on connectED. Not all social media apps may be authorized, even if requested.

How do I add an account for POP3/IMAP email? For example, Gmail.com, Outlook.com, Yahoo.com, Comcast.net email. What accounts, contacts, e-mail can I sync with ED email (GFE vs. BYOD)?

Employees may setup personal email accounts on a government mobile device. No customer support assistance is provided for these activities. Employees are reminded that government business shall not be conducted or forwarded to personal email accounts.

Can I use video call or conferencing apps such as Apple Facetime, Skype, ooVoo, Tango or Imo?

For GFE-issue Apple iOS devices, it is likely these apps will not be approved beyond Apple Facetime.

For BYOD, same question? video apps such as Skype, ooVoo, Tango, Imo. Will they still work on BYOD?

BYOD devices will not have limitations on what mobile apps can be installed from authorized Apple app store. Jailbroken or rooted devices and downloads from third-party app stores is not authorized.

What apps are whitelisted for GFE?

GFE devices may download and use only mobile apps located in the AirWatch Catalog app located on your device’s bottom tray. The Apple Store and iTunes Music Store are disabled. Mobile applications currently approved include: (I will make this a 2-column list in Word)

  • OPM Alert
  • Adobe Acrobat Reader
  • Cisco WebEx Meetings
  • SonicWALL Mobile Connect
  • Citrix Receiver
  • VIP Access (Symantec)
  • The White House
  • NAEP Results
  • Major social media apps (Facebook, Twitter, Instagram)

What apps are whitelisted for BYOD?

BYOD devices may download and use the Apple Store without restriction. Root access or jailbroken devices or downloads from unauthorized download stores is restricted for BYOD devices and will result in disenrollment of that device from AirWatch services.

How do I enroll in BYOD?

Please visit the connectED website at instructions on processing a BYOD request.

It should be noted that a BYOD request is only necessary for obtaining the AirWatch Inbox for email, calendar or contacts. Employees and contractors will valid @ed.gov email accounts may download and install other work-related applications (e.g., SonicWALL Mobile Connect, Citrix Receiver, Cisco WebEx Meetings) without restriction to securely reach departmental resources.

I’m interested in the BYOD program to check email but I’m concerned about my personal privacy.

The AirWatch Inbox application securely provides email, calendar and contacts to separate work “container” from most personal information. Personal information on the AirWatch admin console that is collected and displayed for government and contractor staff for BYOD devices is limited:

  • YES – Select Wipe – the ability to only delete the contents within the AirWatch solution.
  • YES – Phone Number (used to validate and communicate with device and user)
  • NO – TelecomData (carrier, roaming status account number, account name, billing address)
  • YES – Jailbroken/Rooted (if your personal device is jailbroken or rooted, that device is not eligible for BYOD services)
  • NO – Personal Applications (only apps defined and approved within the AirWatch Application Management are collected or displayed; otherwise, not known or shown)
  • NO – Phone Usage statistics (voice minutes, receiving and sending parties)
  • NO – Data Usage Statistics (data plan, percent used, overage)
  • NO – GPS or geographic location (this restriction does limit our ability to locate and assist with a lost or stolen BYOD phone or tablet). You still can use ‘Find My Phone’ feature; we can’t.
  • DEPENDS – Full Wipe and Remote Control – the commands are set to “Allow with User Permission”; meaning we cannot perform these actions without your active permission from the device.

With Yes = Collect and Display’ and No = ‘Collect Do Not Display’ or ‘Do Not Collect’ settings. All the above settings for GFE devices is set to ‘Collect and Display’ and/or ‘Allow’.

How do I de-enroll in BYOD?

If you are no longer interested in BYOD or leaving the Department, then follow these procedures to de-install the BYOD (AirWatch Inbox) services. The Mobile Services Team has the ability to Selective Wipe the device of Departmental content while leaving your personal information/apps untouched.

Can I use OneDrive or Dropbox,and other cloud storage apps?

No; only ED-approved storage applications (e.g., GoToWork access to K drive) is authorized to store government information and data. Employees are reminded that these are not an ED approved records management solution for departmental data or documents. Access does not infer allow.

Can I use the Apple iCloud to backup and restore the device and apps?

For government devices, No; the Apple iCloud backup service is disabled. For BYOD devices, these services are not restricted. Employees are reminded that Apple iCloud is not an approved records management solution for government data or documents. Access does not infer allow.

Can I and when should I turn on WIFI – home vs. public?

Yes, wireless service access is not restricted. Employees are reminded to be very cautious of unsecure, public wireless services (for personal or business devices alike). For additional protection, after logging into a Wi-Fi access point, use the Dell SonicWALL Mobile Connect mobile app to establish a secure VPN connection, then use your mobile web browser to view websites more securely. The VPN service does restrict other applications (e.g., social media, personal email) while in use.