Mobile Device FAQ

You should keep your device up to date due to the increasing security vulnerabilities that are always changing in the technology world.  Updates best protect your device and the State of Illinois network from security threats. Your responsibility as a State of Illinois Mobile User is to protect our data and environment by keeping your iOS up to date.

1. Locate and open the Settings app 
2. Tap General.
3. Tap About.
4. Note the current iOS version is listed by Software Version

1. Make sure phone is on WiFi
   • Look at the top right corner of the phone, in the status bar, and if you see the wi-fi fan icon, then the device is connected to WiFi.
     
   • See #4 for instructions on how to connect to WiFi if you need assistance.
2. Locate and open the Settings app. 
3. Tap General.
4. Tap Software Update
5. Tap on Download and Install
6. Enter your Passcode that you use to get into the phone if prompted.
7. Tap Agree to the Terms and Conditions.
8. Tap Agree again to Confirm install.

The download will begin automatically. If the download does not begin right away, you may see a notice: "Preparing to download." Give it a couple of minutes and the download will begin shortly.

 NOTE: If the update fails over WiFi, you'll need to update on a PC.

1. From your Home screen, go to Settings > Wi-Fi.
2. Turn on Wi-Fi by sliding the toggle to green. Your device will automatically search for available Wi-Fi networks.
3. Tap the name of the Wi-Fi network that you want to join. Before you can join the network, you might be asked to enter the network's password or agree to terms and conditions.

After you join the network, you'll see a blue checkmark next to the network and the connected Wi-Fi icon in the upper corner of your display. If you don't know the password to the Wi-Fi network, contact your network administrator.

Please do not update using this method if you haven't tried over WiFi (#3) FIRST.

If you have limited space on your device or software update isn't working for whatever reason, you can try to update using your computer. If this is unsuccessful, please reach out to your Agencies' Telecom Coordinator and let them know you're unable to update your iOS.

FIRST! iTunes must be installed on your PC. 

• iTunes Download Link for Windows
  
• iTunes Download Link for Mac
• iTunes Downloads by OS

1. Plug your iPhone into your PC using your USB to Lightning or USB to 30-pin Dock cable.
2. Under Finder, click on the device icon at the top left to go to the device tab.
3. Click on Check for Update in the Summary pane.
4. Click on Download and Update
5. Agree to the Terms and Conditions.
6. Enter the Passcode on your iPhone or iPod touch, if prompted.

Unable to Connect or Update on SOI-Mobile/State of Illinois WiFi

1. Turn of Private Addressing by going to Settings
2. WiFi
3. Tap the information button  next to SOI-Mobile
4. Turn off Private Address by tapping the toggle so it's NOT green.

1. First Tap Settings, Tap General, Tap Software Update and see if you see any errors.  Not connected to WiFi, Power or Space Availability are most common issues.  If it's Available Space or you see no errors, go to the next step.
2. Check space availability on your device. Depending on how old your current iOS version is the download can be up to 3GB so you'll need to have space available on your phone for the download.
3. Tap Settings, Tap General, Tap About and check Available. 
4. If you' have less than 3GB of remaining space please try and clear items such as texts and pictures from the phone to create more available space. 
5. If you're unable to clear up enough space please contact your Agencies' Telecom Coordinator and let them know your phone doesn't have enough free space to update the iOS.
6. If your device has an iOS older than 14.x please try to update using iTunes on a PC (#5). 

Contact your Telecom Coordinator for submittal of replacement device. It is your responsibility to ensure the state data has been removed from your current device prior to removing your telecom service. DoIT.MobileEmailSupport@illinois.gov can assist with the removal of state data.

Currently this cost is part of the Enterprise email monthly charge. There could be an additional charge in the future for mobile device service.

Two devices take up two licenses in our current license agreement and the point of BYOD is to reduce costs by relinquishing your state device and not incur additional costs.

Without the authorized dual authentication requirement this app poses a security risk to state email data.  The app leaves email data on the device when the app is not in use.  On a personal device please use a web browser and log into webmail (outlook.office365.com).

YES, these are still allowed unless your agency has a restriction on their usage.

Webmail link: Outlook.Office365.com

This is one of our ways to secure state data on mobile devices as only those with the passcode can access the device to read email.

DoIT does not log and monitor device locations. We can only view the last known location of the device. The location services tool is only used in case of a lost or stolen device and is required for State issued devices. Personal device location is not required; if it is turned on we can help locate the device should it be lost or stollen.

Mobile devices registered for state email have a mandatory passcode requirement and must be 6 digits long.

If you have a device registered in your name that has become out of contact, you will receive an email and text message, twice per day.

If it’s an old device, the Telecom Coordinator should have the device in their possession and request it be “Retired”.

If it’s a device that’s currently in use, connect the phone to Wifi and open the Ivanti app.  If the out of contact texts and emails stop by the next business day, your device is now communicating.   If the out of contact messages persist, please enter a Service Now Incident via the Report a Problem link or call 217-524-DoIT to report the issue.

Please submit a Service Now Incident ticket. DoIT Mobile Email Support staff will work with you to become compliant.