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Apple iOS & Google Android FAQs

Q. “I changed MY JHED password and email has stopped syncing on my device”

R. The customer will need to change the email password on the device to match the new JHED password. This can be done under the phones account settings. You may need to reboot the phone for the changes to take effect.

Instructions are located Here for Apple and Here for Android.


Q. “My email will not sync when connected to the Hopkins Wi-Fi”

R. It is recommended that customers turn off Wi-Fi connectivity while on a Hopkins campus. There is the potential for the cellular carrier signal and Hopkins Wi-Fi to conflict, which can inhibit email connectivity.


Q. “I would like to have the Security PIN or other security policy’s removed from the device”

R. The Security PIN cannot be removed from the device; it is part of the mobility security policy. You can change the “Timeout length” from 30 seconds up to 60 minutes on most devices. This can be changed under the security settings of the device.

Q. “I’m having device account related issues (i.e. setting up voicemail, dropped calls, data connection, changing plans, etc.)”

R. You  will need to direct these types of inquiries to the Customer Service Dept. For your  carrier (i.e. ATT, Verizon, Sprint, T-Mobile)


Q. “My phones screen is damaged and or having device hardware related issues (i.e. scratched or broken screen, battery, keyboard, etc.)”

R. The customers will need to direct these types of inquiries to the Customer Service Dept. for their carrier (i.e. ATT, Verizon, Sprint, T-Mobile)


Q. “I am getting prompted by my device to perform a software update. What should I do"?

R. If you have an Apple iOS device it is recommended that you backup the device first on your PC or Mac using iTunes or iCloud before installing any iOS software updates. Ensure your device is connected to a power source. To avoid potential data costs connect your device to a Wi-Fi network. Visit the Apple website for more details.

If you have an Android device, it is recommended to contact your Cellular Carrier (ATT, Verizon, etc.) for assistance. Android updates are distributed by each individual carrier and do not follow a regular release schedule.



****"Important information regarding Exchange ActiveSync Calendaring can be found at the links below****


Microsoft Support Document Exchange ActiveSync and 3rd Party Devices

Apple Forum search on iPhone Exchange Calendar Sync Issues