Why Can't I Connect After a Recent Security Update?
Why Can't I Connect After a Recent Security Update?
Why some devices lose email access after we renew our security certificate, and how to fix it.
From time to time, we update the SSL certificate that secures and authenticates our mail servers — this is a routine, planned maintenance step and everything works correctly on our end afterward. However, devices running older operating systems — especially older Apple devices, and some older Android devices — may not recognize the new certificate right away, and your mail app may stop connecting until the device's software is updated.
Step 1 — Check Your Device's Software Version
iPhone or iPad
Go to Settings → General → About. Your iOS version is listed next to “Software Version” (or simply “Version”), and your device model is listed near the top.
Mac
Click the Apple menu in the top-left corner, then choose About This Mac. The macOS version and model are shown at the top of the window.
Android
Go to Settings → About Phone. The Android version and device model are listed there.
Step 2 — Update Your Device
- If a software update is available for your device, install it and restart. This resolves the issue for the vast majority of affected devices.
- If you're not sure whether an update is available, check Settings → General → Software Update (iPhone/iPad), Apple menu → System Settings → General → Software Update (Mac), or Settings → System → System Update (Android).
Some older devices can't update further. That's okay — if your device has reached its final supported software version and still can't connect, contact us below and we'll help find another way to access your email.
Need Email Access Right Now?
While you sort out your device, you can always access your email securely from any browser by signing in at https://webmail.usgo.net.
Forgot your password? Use https://mail.ntsbusiness.com/appsuite/forgotPassword.
Still Having Trouble?
Please contact our support team with your device model and software version, and we'll help find the best solution for your specific device.
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