NHSmail mobile configuration guide NotifySync V4.7 for Blackberry

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1 Only devices running NotifySync version 4.7 support encryption at rest NHSmail mobile configuration guide NotifySync V4.7 for Blackberry Version: V.4 Date: March 2011 THIS INFORMATION IS FOR NHS STAFF AND IS NOT TO BE DISTRIBUTED OR COPIED OUTSIDE OF THE NHS Version 4 Crown Copyright, March 2011

2 Contents Introduction... 3 NHSmail mobile device policy... 3 Installing NotifySync v4.7 on your BlackBerry handset... 5 Known NotifySync limitations... 5 Handset requirements... 5 Installation guide... 6 Optional Configuration Steps

3 1. Introduction This document details how to configure your Blackberry device to work with your NHSmail account. In order to connect to NHSmail you will need to purchase the NotifySync software which can be found at: If you require any assistance setting up your device, please contact your local helpdesk in the first instance or go to: as this product is not supported by the NHSmail helpdesk. Before configuring your device ensure you have backed up the device to safeguard any personal data. The installation process will warn you if your device already has contacts, calendar and tasks so that you can decide whether to delete or merge those items with the ones in your NHSmail account. Please ensure the device is fully charged and data in your NHSmail account is up to date before proceeding with installation. Important note: some mobile devices provide an initial synchronisation option of replacing the Calendar and Contact information in your NHSmail account with the data held on the device. If you select this option all existing calendar and contact information in your NHSmail account will be removed and replaced with the data on your device and it could, as a result, be left blank. If you erroneously select this option there is no way to recover your NHSmail Calendar and Contacts unless you have your own personal backup. This is because although it is possible to recover deleted items in NHSmail up to 14 days after the event, your handset has instructed the service to change, not delete, the data in your account. Please note: should you wish to use a personal device to access NHSmail you must ensure you have approval from your own organisation to ensure compliance with local information governance policies. 2. NHSmail mobile device policy Devices connecting to NHSmail must adhere to the NHSmail mobile device policy which is automatically applied: A password is required to unlock the device The inactivity timeout should be set to 20 minutes. After this time, or if the device goes into standby mode, the password has to be entered to unlock the device If an incorrect password is entered eight times in succession, the phone will be automatically wiped of ALL data and restored to its default factory settings The maximum message size is 500KB. You can receive messages over this size in your NHSmail mailbox but not on your phone Only one month s worth of will be synchronised to the device to reduce the risk of data loss as well as improve synchronisation times / reduce cost You are required to change the device password every 90 days Encryption at rest will be enabled on devices with the built-in capability to support it. Note: once NotifySync has been installed on the Blackberry it means that there will be two encryption at rest options available the encryption at rest built into the Blackberry handset (native encryption) and encryption at rest written into the NotifySync software. 3

4 When running NotifySync to connect to NHSmail, native encryption at rest should NOT be switched on. If it is switched on, Contacts and Calendar will not sync and only access to will be available. Encryption at rest encrypts the data on the phone and can only be read after the phone is unlocked by the user, preventing access should it fall into the wrong hands. Once the policies have been applied to the device they can only be removed by performing a factory reset (format) of the device Blackberry running NotifySync version 4.6 NotifySync version 4.6 does not support encryption at rest and therefore you should upgrade to the latest version if you are required to handle sensitive or patient identifiable data. To do this: 1. From the main applications screen on your Blackberry, go to the Downloads folder. Note: For earlier versions of BlackBerry O/S, you may not have the Downloads folder. Just skip this step and proceed to the next step. 2. Look for the Notify BlackBerry Installer, a black square with a red border, and a down arrow. Open it. Note: For earlier versions of BlackBerry that do not have the downloads folder, you will usually find this icon on your main BlackBerry applications screen. 3. You should now see the installer, with the currently installed version shown. Select Check for updates. Note: You can also use this function in future to update your NotifySync software to a new version. It is recommended that you check forupdates regularly. If you already have NotifySync installed, then the currently installedversions will be displayed on this screen instead of No Applications Loaded. For full instructions using NotifySync version 4.8 as an example, please go to: Blackberry running NotifySync version 4.7 The Blackberry running NotifySync version 4.7 does physically encrypt data at rest. It is important to remember that receiving data on your device may incur a financial cost to your or your organisation. Check with your organisation for more information regarding data plans and tariffs. 4

5 3. Installing NotifySync v4.7 on your BlackBerry handset These instructions are based on the BlackBerry Bold 9000 using Blackberry Operating System (O/S)v4.6, therefore the screenshots are from this phone. However any BlackBerry with v4.5 BlackBerry (O/S) or later should work in a very similar way and known differences with earlier (O/S) versions are highlighted in the guide where possible (see Note: under each step) You will need: Your logon Your password Your licence key Your server address Your NHSmail username which is usually the same as your NHSmail address. So for example, if your username is your logon for NotifySync purposes is also The password you use to logon to NHSmail Your NotifySync licence key supplied by London Web after you have purchased the software. This will be in your welcome . For NHS users this is eas.nhs.net In order to use NotifySync, your BlackBerry requires internet connectivity. Typically this is via the BlackBerry Internet Service (BIS) or TCP data plan. If you are unsure as to what you have, please check your billing with your mobile provider or trust provider to see if you have either BIS or TCP listed as a service. If not, you will need to contact your mobile provider to get one of these services added to your account. Note it may not be enough that you can browse some web pages on your phone, for example via Vodafone Live. This is not necessarily the same as having full Internet access. 4. Known NotifySync limitations The latest information links can be found at the following address: =0,1,2 5. Handset requirements NotifySync v4.7 supports a minimum version of v4.2 of the Blackberry (O/S). To determine your current version of the Blackberry (O/S), go to Options > Status where you can find the (O/S) version shown in the format vx.x.x.xxx. For full attachment handling support, a minimum of v4.5 of the Blackberry (O/S) is required. NotifySync v4.7 also supports v5 of the Blackberry (O/S) used on the latest handsets. It is recommended that if you are currently running less than v4.5 of the Blackberry (O/S), that you check with your mobile provider to see if an update is available for your device. For further assistance on this, please see our guide here: 5

6 6. Installation guide 1 Open the BlackBerry web browser. Note: Whilst installing, please select a suitable location with good network coverage. Avoid moving around where possible as this can cause the installer to fail during download. For BlackBerry phones without 3G capability, if you make or receive a call during the install process this can terminate downloads, as these phones cannot simultaneously download data and make/receive calls at the same time. 2 Enter the web address shown in your London Web welcome this is usually: Press enter. 3 Read the Licence agreement. Use Zoom In to assist if necessary. Once you are happy with the agreement, go to Accept. 6

7 4 The download for the Notify Blackberry Installer opens. A version page is displayed (which may show a later version than this screenshot), and select Download. Note: If you receive a message here stating that you need to use the Blackberry browser on your phone, this is because your phone browser is currently set to emulate either Internet Explorer or Mozilla Firefox. Please see Phone asks for Blackberry browser under troubleshooting later in this guide The installer is now downloaded The installer is then successfully installed. Select Run, and skip to step 12. Note: At this stage you may be prompted to reboot. If you are, reboot the phone. If you are prompted to reboot, or selected OK by mistake, follow the next two steps to locate the NotifySync installer From the main applications screen, go to your Downloads folder. Note: For earlier versions of BlackBerry (O/S), you may not have the Downloads folder. Skip this step and proceed to step 8. 7

8 8 Look for the Notify BlackBerry Installer, a black square with a red border, and a down arrow. Open it. Note: For earlier versions of BlackBerry that do not have the downloads folder you will usually find this icon on your main BlackBerry applications screen. 9 You should now see the installer, with No Applications Loaded. Select Check for updates. Important: If it shows NotifySync applications already installed or available rather than No applications loaded, continue with the Check for Updates regardless. Note: You can also use this function in future to update your NotifySync software to a new version. It is recommended that you check for updates regularly. If you already have NotifySync installed, then the currently installed versions will be displayed on this screen instead of No Applications Loaded. 10 Available updates will be displayed. Select available updates by ticking each box as shown, then select Continue. Note: BeamReader is a PDF viewer for Blackberry and is a separately licenced product. Installing from here will install a trial version by default which you can later convert to a full version by entering a key. Selecting BeamReader is optional. A licenced version of BeamReader can be obtained from the NotifySync website at Note: Do not worry if different versions of NotifySync are shown on your handset compared to this picture. 8

9 11 Now the installer will ask if you are sure. Select YES. Note: Press the up and down arrows in turn until the display shows YES. 12 Components are then downloaded. This may take a few minutes, please be patient. Note: If your Blackberry only supports GPRS connectivity, this process may take longer. For Blackberry handsets using 3G or with a configured Wi-fi connection, this process will be faster. 13 The application is now installed. Once the installation is completed you are asked to reboot the phone. Please reboot your phone as requested. Note: To press Alt + Cap + Delete, use the left Alt key. The cap button is the bottom right hand shift button that looks similar to this. You may have a similar key in the bottom left. It is NOT the left key. The Del key should be labelled on your phone. Press and hold Alt and Cap, then whilst holding these, press the delete key for approx 2-3 seconds. The device should then restart. If you have problems resetting, please remove the battery, wait 30 seconds and replace. 9

10 14 After a minute you may also see a notification that says The device is required to reset to complete module installation or removal if you see this, select REBOOT NOW. 15 Following restart, you may receive a message stating NotifySync is requesting access to phone information, do you want to allow this? If you see this message, please tick the Do not ask again box and select ALLOW. 16 You may also receive a message stating NotifySync is requesting changes to application permissions, if you view these changes you will see everything set to Allow. This is normal behaviour. You can safely save and exit this screen. Please do not change any settings from Allow as this will prevent NotifySync from functioning correctly. 17 Following the restart and the actions in step 14 and 15, go back to Downloads. Select the NotifySync icon. Note: As with the earlier screens, for earlier versions of BlackBerry that do not have the downloads folder, you will find this icon on your main BlackBerry applications screen, usually at the bottom. You can also move this icon to the main menu, instructions on how to do this can be found under Optional Configuration Steps later in this guide. 10

11 18 The registration screen appears. Note: If you do not see the registration screen, but a screen that says No messages, then back out of that screen and go back into NotifySync, then the registration screen should appear. 19 Enter your address and login information. Enter your own NHSmail address Tick the Use as Username box Enter your current NHSmail password Leave Network Setting on Auto Detect When happy with the information entered, select Next. Note: When you tick the Use as Username box, the options for username and domain are removed and you only need to enter your password. This is correct behaviour for NHSmail registrations. 20 Notify now attempts to auto-detect the NHSmail system based on the details you have entered. The NHSmail system is pre-configured to allow auto discovery, please do not Skip this process. Now enter your Licence information. Enter the licence key exactly as shown in your welcome . This is eight letters long and should be entered in upper case. Enter the server address. For NHSmail, this is eas.nhs.net Make sure Use HTTPS is ticked. Leave Network Setting set to Auto Detect. Select Next. 11

12 21 Your licence information will now be checked. If you receive an error at this stage, please check common errors below: Error Solution The license key entered is invalid. Please correct it and try again. Unable to validate license. The entered license is disabled. The server address entered does not match the server address associated with this license. Please correct it and try again. There are no available seats remaining on the specified license. Please check you have entered your licence key correctly The licence key you have entered is currently disabled. This is usually caused by a trial key where the trial period has expired. If you receive this message, please go to our support site at and log a support ticket and we will assist you. The server address must match eas.nhs.net for NHSmail accounts. Please check the registration page in step 21 and eas.nhs.net has been entered correctly. The number of handsets you have registered against this licence has exceeded the total number of licences purchased. If you need to increase the number of available seats on your licence, please log a support ticket at and our support team will assist you further. Please note that ANY registered Blackberry against your licence counts as a seat. If you have uninstalled the product from another Blackberry, this is not sufficient to free a licence seat. For more information, please see _m=knowledgebase&_a=viewarticle& kbarticleid=15 12

13 22 You may receive a certificate error stating that the server s certificate is not trusted. If you do not receive this error, please skip to step 26. Note: Normally you should not receive this message. Please select View Certificate and ensure that it is an NHS issued certificate. If you are sure that the server details you have entered are correct, you can opt to Trust the certificate. 23 If this is the first time you have trusted a certificate on your Blackberry, you may be prompted to enter a new keystore password. Choose a password and enter it carefully. Very important note: Make sure you remember it! If the keystore password is lost or forgotten, the only way to reset is to wipe the handset back to factory defaults. It cannot be recovered. For more information on Keystore passwords, see nowledgebase&_a=viewarticle&kbarticleid =27 If this is not the first time you have trusted a certificate on your Blackberry, you may be prompted to enter your existing keystore password. Enter your existing keystore password to continue. If you do not know what this password is, first refer to the manual you received with the device and/or speak to the person(s) responsible for supplying you the device. If you are unable to determine the existing password, the handset will need to be wiped back to factory defaults as there is no way to recover a lost keystore password. 13

14 24 When you have entered a new password or the existing password, a warning may appear saying that Notify is requesting access to your key store. Select OK. The certificate will now be added to the store. If the device cannot add the certificate to the store for any reason, you may need to trust the certificate manually. To do this: Go to the main Blackberry desktop Open Settings Open Security Open Certificates. Find the certificate in the list and highlight it (typically will be shown with either a? or a red X) Press the Blackberry Menu button and use the Trust menu item to explicitly trust the certificate. 14

15 25 The final step is shown. To synchronise , leave ticked. You should select whether you want to synchronise /calendar/contacts/tasks/memo items, and what should be done with existing calendar/contact/task/memo data. If you wish to change any of the Replace Device Items options, see below, otherwise select Finish. The options for Personal Information Management (PIM) items (Calendar, Contacts, Tasks, Memos) are: Replace Device Items all existing data on the Blackberry for this PIM type will be erased, and will be replaced by the data on your mail server. Note this means there is no data retrieval from deleted items as its a replacement of data not a deletion. Merge Items the existing data on the Blackberry will be retained. Data on the mail server will be downloaded and merged with the existing Blackberry data. The new merged set of data will be synchronised with your mail server. After this process is complete, the Blackberry will contain the existing Blackberry data and the mail server data. The mail server will contain the existing mail server data and the data that was on the Blackberry. Do Not Sync do nothing with this particular PIM type. No items on the Blackberry will be synchronised for this PIM type. However do not worry, this can be changed later after registration. To change an option, move the highlight until Replace Device Items is selected, and press the menu button. Select Change Option Select the desired option from the list. Repeat for any other desired PIM changes. 15

16 26 If any PIM items are set to Replace Device Items, you will be prompted with the following warning. Select Yes to continue. Existing data for items set to Replace Device Items will be deleted and replaced with the mail server versions. 27 Notify will now fully register. Registering appears at the top of the screen along with a small hour glass. 28 As part of the installation, compulsory device restriction policies that are enforced by the NHSmail system are applied to the device. One of these policies is device lock. The device will automatically lock if it is unused for 20 minutes or more. You will be prompted to select a device lock password. Once the device is locked, the password you select here will be used to unlock the device. Very important note: This is not the same password as your NHSmail password, any existing Blackberry lock password or your NotifySync licence key. It is a password that YOU select and cannot be recovered if lost. Therefore it is highly recommended that you choose something memorable only to you and easy to enter into the device keyboard. When the device is locked, you have eight attempts to enter the correct password. If you enter the password incorrectly more than this limit, the device will wipe itself of all data and you will need to reinstall software and applications. Please remember that this password CANNOT BE RECOVERED either by you or by us if it is lost. 16

17 29 Once registration has completed, the hourglass icon will change to a small yellow envelope. This indicates that the server data is being downloaded to your Blackberry. This process may take some time for the initial synchronisation, please be patient. Installation is now complete. 17

18 7. Troubleshooting For all our latest troubleshooting information, please visit Phone asks for Blackberry browser When you are installing NotifySync and accept the End User Licence Agreement (EULA), you may receive a message on your phone saying that you need to use the Blackberry browser on the phone. This is displayed because the Blackberry browser can be set to emulate Internet Explorer or Mozilla Firefox as well as a Blackberry browser. For the purposes of NotifySync installation the browser needs to be set back to Blackberry. To fix this, open your browser then press the Blackberry menu button, and select Options. Select Browser configuration. Look for the Browser Identification setting. In this example it is set to Firefox. 18

19 Using the space button, change it to Blackberry. Press the back button A pop up then asks whether to Save, Discard or Cancel. Select Save. More assistance and guidance can be found here: gebase&_a=viewarticle&kbarticleid=25 Installer Download Fails If the update check fails, this may be due to the network settings on the handset. If this happens, press the BlackBerry button on Notify BlackBerry Installer screen and go to Advanced. The Connection Type is then shown, by default this is BlackBerry(BIS). Use the space bar to switch to the next option (TCP) or if you are using a Wifi connection TCP(Wifi). To list all available options, instead of using space then press the silver trackball button on your phone and a pop up will appear with available options. 19

20 Now press the Back button and Save the change. Then retry the update. If it fails again, cycle through the connection type options and look for matches with your mobile network provider name or purchased data plan. These settings are picked up from the handset so you may find your mobile provider listed possibly with a WAP option. Try this also. Note: If it still fails, this may indicate that you do not have a suitable data plan configured on the handset, please speak to your mobile network provider to ensure you have a suitable data plan, and ask them to send the settings to your handset. Once completed, retry the process again starting with BlackBerry(BIS) as the option. ADDITIONAL TROUBLESHOOTING RESOURCES For the current release notes, including information on known limitations with NotifySync, outstanding bugs and workarounds, please see here: =22&nav=0,1,2 The latest knowledge base articles for bugs/problems can be found at these links: UK (London Web) =2&pcid=1&nav=0,1 USA (Notify Corp) 20

21 8. Optional Configuration Steps How to move the NotifySync icon out of Downloads You can move NotifySync elsewhere on your menu. Go to the Downloads folder. Highlight NotifySync, press the BlackBerry button and Select Move to Folder. Select Home. The icon is then on your main menu. You can also move it to the top of the list if you want it to appear on your main screen. Again on the NotifySync icon press the BlackBerry button, and move it to the top of the list. 21

22 Then it will also appear on your main startup screen. Assign NotifySync to your left handset convenience button You may like to assign NotifySync to one of your convenience buttons so that one press takes you straight to your mailbox. Go to options. Go to Screen/Keyboard. Go to Left Side Convenience Key Opens and press the menu button. Select Change Option. 22

23 Highlight NotifySync and press enter. Press the back button, and save the change. Now the left convenience button will open NotifySync directly. 23

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