Occasionally, some users may run into a roadblock when activating an account on a Virtru mobile app. There are a few scenarios that may cause activation trouble and this article will walk through recommended troubleshooting steps.
1. Ensure proper configuration for your provider
During the initial stages of activation, you are asked to select an activation method (Gmail, Office 365, etc.). Following the guidelines for iOS and Android activation, please be sure you have selected the correct option for your provider.
If you have selected Other, please be sure that IMAP is enabled for your account. The Other option only uses IMAP to connect; POP connections are NOT currently supported.
2. Uninstall and reinstall the app.
If you are attempting to sign into an email address from a common mail provider (Gmail / G Suite, Office 365) and the activation keeps failing, deleting and reinstalling the app can clear out any faulty information in the cache. Try this step first before moving on.
3. Ensure you are receiving our activation email
During the activation process, we send an activation email that the Virtru mobile app will look for in your inbox. If this message is not delivered and found, activation cannot complete.
The email comes from the address firstname.lastname@example.org. If you are not seeing this message, this email might be getting intercepted by your organization's server-side spam filter or quarantine. You will need to contact your IT team to have that email released and allow future activation emails.
4. Configure compatibility with any server-side security tools (Mimecast, Proofpoint, etc.)
Virtru mobile activation emails contain a unique URL that must be found to complete the process. If this link is being modified in even the slightest way, activation may fail.
Some server-side security tools such as Mimecast and Proofpoint can rewrite, truncate, or delete links found in incoming emails. You will need to contact your IT team to whitelist emails coming from email@example.com from link alterations.
5. Does your organization have any MDM (Mobile Device Management) policies in place?
Some organizations will impose restrictions on what apps and services their employees may use with their work-provided mobile devices. If your organization has any such policies in place, you willl need to contact your IT department to have the Virtru app authorized for use.
6. For certain providers, use an app-specific password if you use multi-factor authentication (MFA)
G Suite and Gmail accounts with MFA enabled should still proceed through the normal Google OAuth login flow which should follow any MFA protocols configured for your account. If you are configuring the iOS app for an Office 365 account, you can also follow MFA protocols configured for your account.
We do not, however, have built-in support for MFA for Office-365 users configuring the Android app. In such cases, please configure an app-specific password.
Additionally, for any other mail providers, if MFA is in place, you will need to configure an app-specific password to complete activation on a Virtru mobile app.
If you continue to experience problems, please contact Virtru Customer Support for additional assistance. Please be sure to highlight the troubleshooting steps you have already taken so we can help resolve the issue as quickly as possible.