Quick Fixes – iPhone Mobile Phones  

• BBM stands for BlackBerry Messenger.
• BBME stands for BlackBerry Messenger Enterprise or BBM Enterprise.

Still need assistance? Submit an online service request to the National Service Desk.

BBM Enterprise is available to everyone who has an iPhone with corporate email connectivity. A service request must be made with the National Service Desk to obtain access.

Configuration and Use of BlackBerry Messenger Enterprise (BBME) – iPhone (iOS) (PDF 854 KB)

Logging into Self-Service for the First Time

The following steps assume the Entrust application has been installed. If the application has not been installed, please consult the How do I install applications? guide.

On your computer

1. Open your Internet browser (Internet Explorer, FireFox, Google Chrome, Edge) and enter the following URL: https://srv745.services.gc.ca/

2. Enter your Windows/Network username (firstname.lastname), and your Windows/Network password and select “Log In”

   

3. Fill in the Questions and Answers and select “OK”.
   Note: It is important that you remember the answers to these questions, which will be used as future challenge questions for subsequent login to the Self-Service website (the answer is case sensitive).”

   

Configuring your Soft Token

1. On the Self-Administration Actions screen, select “I’d like to request a soft token.”

   

2. Select “Yes” once the following screen appears.

   

3. Important:Select “Yes” once the “Soft Token” screen appears otherwise you will have to begin the process again.

   

4. On your cellular device, launch the “Entrust Identity” application.

   

5. Swipe right through introductory screens.

   

6. Choose “Add Identity later”.

   

7. Tap the plus sign and the pencil for manual entry.

   

8. Leave the “Address” field (under the “Identity Provider” section) empty and enter “ESDC” in the “Name” field (under the “Identity Provider section”) field.
   Next, enter the serial number and activation code information from the Self-Service website page into their respective fields, as shown in the image below.
   Finally, tap “Next.”

   

9. The Soft Token from your cellular device will provide you with a Registration Code to enter into the Entrust Identify Guard (IDG) Self-Service website.

   

10. On your cellular device, check the box “I have provided the registration code to the portal, administrator or helpdesk”.
    Select “Activate” in the “Registration Code” page.

    

11. When the “New Soft Token Creation” screen is displayed select “OK”.

    

12. On the Entrust IDG Self-Service “Self-Administration Action” screen, select “Done”.

    

13. You can now start using your Soft Token!

Using Your Soft Token

1. When prompted to provide a Soft Token response, launch the “Entrust Identity” application on your cellular device.

   

2. The security code generation screen will appear. The security code will be visible for 30 seconds before a new code is generated. Previous security codes will no longer be valid.

   

1. Open the App Store.
2. Tap Search.
3. Tap in the search bar.
4. Type in the name of the application you are looking for.
5. Tap the GET button, and enter your Apple ID password when prompted.
6. Type in Apple ID verification code received by Text or Email if prompted.
7. Once the download is finished, tap INSTALL and wait for the app to finish installing.
8. Tap the Home button if needed to see the app on the Home page, and tap on the app to open it.

1. Open the Settings.
2. Scroll down and tap App Store.
3. Confirm "App Updates" is toggled on as per picture.
4. Confirm “Video Autoplay” is turned off as per picture.
   

• Facebook can be installed on an iPhone via the App Store, but no technical support is available in the department for this application.
• It is your responsibility to review the ESDC Social Media Guidelines for Employees prior to using any social media.

• Twitter can be used on your iPhone, but no technical support is available in the department for this application.
• It is your responsibility to review the ESDC Social Media Guidelines for Employees prior to using any social media.

Note: This guide applies to GOC data enabled mobile devices only

Cloud update instructions for your Government iPhone / iPad Device (iOS) (DOCX, 435 KB)

1. Tap Settings.
2. Tap Display & Brightness.
3. Tap Auto-Lock.
4. Tap on your preferred screen timeout to change it.

1. Tap Settings.
2. Tap Notifications.
3. Tap Mail.
4. Tap the ON/OFF switch next to Allow Notifications to turn it off.

When emails are deleted from the device, they also get deleted from the MS Outlook. This is how this device works. Emails can be recovered from "Deleted Items" folder in Outlook on your work computer, if you have inadvertently deleted them through the iPhone

1. Tap on Settings
2. Tap on Mail
3. Tap on Accounts
4. Tap on Work email (or the one referring to ESDC-EDSC)
5. Tap on Automatic Reply
6. Tap the switch to turn Automatic Reply on (green)
7. If desired, edit the Away Message and Tap Save.
8. You can also enter an End Date (if you do not see the option, scroll up the screen). Tap Save.

• With the suspected phishing email open, tap the arrow and then tap Forward.
• Type phishing@hrdc-drhc.net in the To: field.
• Select on the email address that appears.
• Tap Send.
• Delete the suspected phishing email from your Inbox, Sent, and Trash folders.

• Transferring Entrust Certificates to Mobile Phones

You can only encrypt and decrypt if you have already transferred the certificates

Encrypting emails:

1. Create a new email and enter the recipient’s address in the To: field
2. Touch the Padlock icon so that a lock appears next to the recipient’s name
3. Tap Send.

Forwarding an encrypted email:

• Tap the padlock next to the new recipient if you want the email to stay encrypted (the locked padlock must be displayed next to the recipient’s name)

Replying to an encrypted email:

1. Tap in the To: field to make the Padlock appear
2. Tap the padlock to encrypt the email (the locked padlock must be displayed next to the recipient’s name)

Decrypting emails:

• No intervention is required as it will be done automatically.

Tasks are in your Reminders icon.

The Contacts application is located in the Extras folder.

1. Open the Mail app on the main screen
   
   
2. Create a new email, tap on the pen/paper icon at the bottom right
   
   
3. Tap on the + icon
   
   
4. Tap on Groups
   
   
5. Select EAS (ESDC-EDSC – SMIME)
   
   
6. Tap on Search, you can now search for someone in the department address book
   
   

1. On the home screen tap Settings.
2. Tap Touch ID and Passcode.
3. Enter your device password and select Done.
4. Tap Add a Fingerprint…
5. Follow the on-screen instructions.

With international keyboards you can type text in a number of languages.

• Manage keyboards: Go to Settings > General > Keyboard > Keyboards.
• Add a keyboard: Tap Add New Keyboard, then choose a keyboard from the list. Repeat to add more keyboards.
• Remove a keyboard: Tap Edit, tap the Delete button next to the keyboard you want to remove, tap Delete, then tap Done.
• Edit your keyboard list: Tap Edit, drag the Reorder button next to a keyboard to a new place in the list, then tap Done.

If you've added keyboards in other languages, you can type in two languages without having to switch between keyboards. Your keyboard automatically switches between the two languages you type in most often. (Not available for all languages).

Switch keyboards. Touch and hold the Switch Keyboard button, then slide your finger to the name of the keyboard.

1. Tap on any Settings.
2. Tap on General.
3. Tap Keyboard.
4. Tap the On/Off switch next to Auto-Correction and/or Predictive to change the setting to Off.

1. Open the Photos app and select the photo you want to attach.
2. Tap the blue square/up-arrow in the lower left-hand corner.
   
3. Select Copy
   
4. Create a new email in the mail app.
5. Select the body and touch and hold on a blank spot until the context sensitive menu appears.
6. Tap on Paste.
   
7. When sending the email, you’ll be prompted to choose the picture size.
8. Photos appear in the email body, not in attachment.

You cannot attach a document from the local storage of your iPhone to an email because you are unable to save any documents on the iPhone at this time. You are able to attach files if they are on a web site or other accessible location.

Never transfer any work related pictures/videos to a departmental desktop or laptop or to any ESDC equipment from your Mobile Phone without approval.

To transfer work-related pictures or videos from your ESDC issued Corporate Mobile Phone:

1. Submit an online service request with National Service Desk.
2. You will be notified after your request has been processed.
   • Please note that this process may take 2 to 5 days once approval is received.

1. Launch the Settings app.
2. Tap General.
3. Tap Date & Time.
4. Tap the On/Off switch next to Set Automatically to turn it Off.
5. Tap Time Zone.
6. Enter the name of the City of the time zone you desire.
7. Tap the City from the list provided. If the City you are selecting is not on the list, choose another that is within proximity (in the same time zone). Most major cities will be available.

• Updates should be completed when available, unless instructed otherwise by an Information Technology (IT) update email.
• Updates should be completed over Wi-Fi network to avoid using data and going over your 2 GB data limit.

1. Tap Settings.
2. Tap General.
3. Tap Software Update.
4. If an update is available tap Download and Install.
5. Read the terms and Conditions and tap Agree.
6. Wait for the update to download. Your device will restart to complete the update.

Iphone 7 (Matte back cover)

1. Hold down the Power button on the right side of the handset, then at the same time press and hold the Volume Down key on the left side.
2. Make sure you keep both pressed until you see the display go blank and the Apple logo appears.
3. 

iPhone 8 (Glass back cover)

1. Press and quickly release the Volume Up button.
2. Press and quickly release the Volume Down button.
3. Press and hold the Power button until you see the Apple logo.
4. 

Important:

• Pin-to-pin functionality that had been available with a BlackBerry is no longer possible.
• The authorized, secure method for device-to-device messaging is BlackBerry Messenger Enterprise (BBME).

However:

• When someone first uses BBME it generates a BBME PIN. This BBME PIN is used to add someone to your BBME contacts.
• There is no other use for the BBME PIN other than adding contacts.
• Having someone's BBME PIN does not allow you to use that PIN and send them a pin-to-pin message.

• No. PIN-to-PIN messaging is not available on the iPhone.
  • The PIN remains with the BlackBerry and not the individual; therefore, the use of a particular PIN could result in messages not being delivered to an intended recipient.
  • PIN-to-PIN messaging is not secure and does not abide to good information management practices.
• BBM Enterprise (BBME) should be used for all instant messaging.
• To obtain BBM Enterprise, contact the National Service Desk.

The first time you use Message Centre, you'll be asked to set up your voicemail mailbox.

1. Access your voicemail mailbox by pressing and holding the 1 key on your mobile phone, or by selecting the voicemail icon on the phone screen.
2. Follow the prompts to record your name.
3. Choose your greeting:

   • Press 1 to use the standard greeting.

   • Press 2 to record a personal greeting.

4. Choose your password option:

   • Press 1 to turn skip password on.

   • Press 2 to turn skip password off and set up a password.

5. Your Message Centre service is now activated.

From your device:

1. Press and hold the 1 key on your mobile phone/device, or select the voicemail icon on the phone/device screen.
2. If you have a password set up it will prompt you to enter it.

From landline and other phones: (you will need to have a password set up in order to access)

1. Dial your 10 digit mobile phone number.
2. Press the # key to interrupt the greeting.
3. Enter your password.

The new password will need to be entered in the Account Settings of your iPhone.

1. Open Settings.
2. Tap on Accounts & Passwords.
3. Tap on EAS (ESDC-EDSC – SMIME).
4. Tap on your email address.
5. Tap inside the password field, delete the current password, and enter your new password.
6. Tap Done.
7. Once device verifies the password, press Home key to return to main screen.

• The base monthly plan is set at 2GB for smartphones (Samsung, iPhone and BlackBerry). If you reach 80% of your monthly limit, a notification will appear to let you know.
• This notification can be disregarded as long as your mobile phone usage stays within the Cellular and Wireless Services Directive (DOCX, 358 KB) guidelines. The data plan will reset to 2GB on the first of each month.

1. From the home screen, tap Settings.
2. Tap Cellular.
3. Under Cellular data you will see a listing of data usage by for the Current Period and Current Period Roaming.
4. You will also see a list of apps that can have cellular data turned off and how much data that each has used in the current period.

When employees use departmental mobile phones (i.e. iPhone, Samsung, and BlackBerry) while on annual leave outside Canada, they are subject to significant roaming charges. These charges are sometimes encountered when an employee is even close to the border with the United States.

Departmental mobile phones cannot be powered on outside of Canada when on leave unless pre‑approval is obtained at the Director General level.

Roaming charges are incurred the entire time that a device is turned on when out of the country regardless of whether or not the device is being used. These charges cost the Government of Canada hundreds of thousands of dollars every year and are not sustainable. If there is a legitimate business reason that requires an employee to use their device while outside the country, complete the Authorization for use of departmental mobile phone while on personal travel form to request approval.

Employees who work, travel or reside close to the border with the United States are asked to turn off data services while roaming on their mobile phones. Turning off the roaming feature will not affect how the device functions within Canada.

It is also important to note that there can potentially be issues related to the security of information stored on these devices and privacy laws in some foreign countries, which reinforces that mobile phones should only be used for business-related travel.

1. Tap Settings.
2. Tap Cellular.
3. Tap Cellular Data Options.
4. Tap the button for Data Roaming to turn it on/off.

If you are concerned about mobile data usage charges, you can use Wi-Fi instead.

1. From the Home screen, tap Settings.
2. Tap Wi-Fi.
3. If necessary, tap the slider to turn Wi-Fi on.
4. From the list of available Wi-Fi networks, tap on the one you want to connect to if it is a visible network. If it is not a visible network tap Other.
5. Follow the instructions to connect to the Wi-Fi network (some Wi-Fi networks require passwords, some may not).
6. Once connected, Wi-Fi icon in the notice bar will appear. This means you are now connected to a Wi-Fi network.
7. > When Wi-Fi is on, your device will scan for and automatically connect to any previously connected access points, commonly known as the network.

**Important note about the use of Wi-Fi. Only connect to Wi-Fi networks when you are confident that the source is credible and secure. This could mean confirming with the hotel, airline, etc., to ensure you are on the correct and trusted Wi-Fi.

You cannot yet connect to GC Wi-Fi networks with a corporate mobile phone; however, work is underway to enable this function in the future.

Warning: Only set up a mobile hotspot if absolutely necessary. When devices are connected or tethered to a mobile hotspot, they access the Internet using your mobile data. Using and sharing a mobile hotspot could cause you to go over your monthly data allowance. Remember that every device you tether uses data from your data plan.

1. Click on Settings
2. Click on Personal Hotspot
3. Make sure the switch is slid to the right (Green), then Click on Wi-Fi Password
4. Type in the password you want and click on Done

You will now see on other Wi-Fi devices a wireless network with the name of your mobile device.

You can connect to that network with the password configured with the steps above.

1. Double tap the home button (or double press the home button to switch apps).
2. Scroll through the open apps by swiping left or right through the apps.
3. To choose an app, tap the app to make it full screen.
4. To close an app completely, swipe up on the app.
5. Alternatively, you can press and hold the left side of the screen to display the open apps.

AssistiveTouch allows you to use your iPhone if you have difficulty touching the screen or if you require an adaptive accessory.

1. Tap Settings.
2. Tap General.
3. Tap Accessibility.
4. Tap the ON/OFF switch next to AssistiveTouch to turn it on.

More information on AssistiveTouch

When travelling, if you notice continuously dropped calls, or callers not being able to hear you well, it could be that the network signal is not strong and is cycling quickly between different network speeds (3G, LTE, or even 2G). In this case, you might want to manually disable the LTE network to improve performance and battery charge.

1. Open Settings.
2. Touch Cellular.
3. Touch Cellular Data Options.
4. Touch Enable LTE.
5. Press Off or another *Option.
   • *Options:
     • Off – Select Off if you want to disable LTE completely. If you turn LTE data off, your iPhone may simply downshift to 3G or even 2G networks. LTE is considered 4G—fourth generation. You cannot manually select which network to use.
     • Voice & Data – This is activated by default and will let your iPhone use its LTE connection for both data and regular voice calls, also called Voice over LTE (VoLTE). The advantage of this setting is that if you are within range of an LTE network and have a strong signal, it could (potentially) boost the quality of your voice calls, and it will let you use data at the same time, e.g., surf the web and talk at the same time.
     • Data Only – This may be your best option for solid voice-call quality, but it also means you won't be able to surf or access the Internet while you're on a call, unless your iPhone is connected to Wi-Fi.

Reminder: Employees who work, travel or reside close to the border with the United States are asked to turn off data services while roaming on their mobile phones. Turning off the roaming feature will not affect how the device functions within Canada.

1. Use a landline telephone, if available.
2. Manually change the Network Modes on your iPhone and try to make a phone call (Recommended setting: Data Only).
3. Establish a Wi-Fi connection to a network, if possible, then:

• Send an email to someone who is not in the affected area;
• Use the ESDC BBM Enterprise app (if configured and activated):
  • Use the directory service (address book) to start an instant message chat with someone;
  • Select the telephone icon inside the chat window to start a voice call.
• Use a consumer instant messaging app you normally use (e.g. Facebook Messenger) to start a chat with someone who is not in the affected area by tapping the telephone icon inside the chat window to start a voice call.

1. Open the Chrome app and navigate to the desired webpage.
2. Tap the Share button in the upper right corner.
   
3. Tap Bookmark.
   
4. To access your bookmarks, tap More (appears as three dots) in the lower right corner and select Bookmarks.
   

If you are trying to download an application, you will see this message because this function is blocked by policy. You cannot download consumer apps on your iPhone.

• Restart the phone.
• If restarting does not fix the problem, submit a service request to the National Service Desk.

The "ON MY IPHONE" Calendar is selected by default when adding a new event. To change this default to your EAS (ESDC-EDSC) Calendar that is synchronized with Outlook:

1. Tap Settings.
2. Tap Calendar.
3. Tap Default Calendar.
4. Tap the Calendar under "EAS (ESDC-ESDC)" to select it as the default calendar (designated by the red checkmark).

Once done, tap the back arrow twice, and repeat this verification and setup of defaults for Reminders, Contacts, and Notes as needed.

Yes. Mobile phones are supplied as work devices, and their monthly charges are paid with the understanding that they are required for work-related purposes. If this usage is to be inconsistent (e.g. prolonged number of weeks without being necessary), alternative solutions will have to be found. Mobile phones which do not demonstrate a consistent degree of monthly usage do not justify the expense incurred, and their service will be cancelled with the service provider.

When going on extended leave for more than 90 days (e.g. maternity leave, sick leave, etc.), you must submit an online request to the National Service Desk to have your mobile phone collected. A new phone can be obtained upon your return to work.