Mobile Device FAQ

FAQ Index


    Why do I need to keep my iOS updated?

    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.

    What version is my iOS?

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

    How do I update my iOS?

    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.

    How to Connect to WiFI? (wireless internet)

    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.

    How do I update iOS on a PC?

    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. 

    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.

    Downloading iOS doesn't seem to be working. I can't tell if anything is happening.  What should I do?

    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). 

    Who do I contact to enroll in BYOD?

    Contact your agency telecom coordinator to be allowed to enroll in BYOD. They will initiate the process with DoIT. Each Agency may have their own process and approvals needed for BYOD users

    Who is responsible for covering the cost of a broken/damaged device?

    State Owned Device: If your state issued mobile device is broken, please contact your agency Telecom Coordinator. They may need to replace your device. If you don't know who your agency Telecom Coordinator is, please contact 217-524-3648 option 4 for assistance from telecom.

    Personal Device: If someone is using their personal device for work purposes and they break it at work, it is still their responsibility to take care of the replacement. The State is unable to provide any device replacements or troubleshoot problems with the carrier on personal devices.

    How do I get state email on my replacement device?

    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. can assist with the removal of state data.

    What does the State have access to on my BYOD device?

    We  only have access to control your state email on the device; we can see what Apps you have loaded on your device and can review some of your settings to ensure security. We cannot view any text messages, call logs, pictures, or other files. We can see file\picture names.

    Where can I find the Mobile Device Policy and Video?

    The Policy and Video can be found on the service catalog under policy near the bottom of the page.

    What is the cost for Mobile Device Management Service personal or state owned?

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

    Why can't I have both a State issued, and a personal device configured for state email at the same time?

    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.

    Why can't I use the Microsoft Outlook App on my personal device?

    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 (

    Can users still access email on personal devices using webmail/OWA and/or Citrix?

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

    Webmail link:

    Why do I have to have a passcode set on my mobile device?

    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.

    What are the device passcode requirements?

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

    Why do I need to turn on Location Services?

    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.