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MDM AirWatch Procedures

Overview

In response to the growing number of sophisticated threats to information sensitive to the organization, the University of Texas at Arlington is using a Mobile Device Management (MDM) service called AirWatch to strengthen security methods on mobile devices owned by the University.

Passcode Procedures

  1. UTA will require a minimum of a seven-character passcode to be used with the AirWatch software when unlocking your device. In addition, the AirWatch passcode must also meet the criteria of the device. The AirWatch passcode will take the place of the device's passcode.For example, some devices will allow you to use all numbers while others require a combination of letters, numbers and/or special characters.
  2. If an incorrect passcode is entered multiple times you will be locked out of your device to prevent further attempts to login. The number of attempts that you can make before being locked out is determined by the type of device you are using. Some devices allow more login attempts than others. 
  3. If you do become locked out of your device, the OIT Help Desk will be unable to unlock it for you. However, they can assist you in using the AirWatch self-service portal so that you can unlock your device. 

Lost Devices

If your UTA owned mobile device is missing and cannot be located, follow these steps:

  1. Call the OIT Help Desk immediately, 817-272-2208, to report that the device is missing. Please note: email is not an acceptable option to communicate this message. During the call, the Help Desk will verify that you are the person responsible for the device and will then use AirWatch to remotely lock the device, assist in trying to find the device by using the “find my device” option (the device will emit a chiming noise), and contact Operational Security to make them aware of the missing device. If the Help Desk is not open, leave a voice message and a good contact number so they can return your call. In this instance, “lock the device” means that even with the correct passcode, no one will be able to access the device.
  2. Call the UTA Police Department, 817-272-3381, to report the device missing and inquire if the device has been turned in to Lost and Found.
  3. You will be given a period of three business days to locate the device.
  4. The Help Desk will send you reminders to locate the missing device. If after three business days it has not been found, the Help Desk will request that Operational Security wipe the device of all its information.
  5. Operational Security will contact the user a final time to verify your identity and the device in question before they proceed with wiping the device. This will erase all information on the device to prevent a security breach.
  6. If you find the device, be sure to call the Help Desk and the UTA Police immediately to report that it has been located. The Help Desk will then notify Operational Security.

Stolen Devices

If you know that your UTA owned mobile device has been stolen:

  1. Immediately call the OIT Help Desk, 817-272-2208, to report that the device was stolen. Please note: email is not an acceptable option to communicate this message. The Help Desk will then verify that you are the person responsible for the device. After verification, they will use AirWatch to remotely lock the device. In this instance, “lock the device” means that even with the correct passcode, no one will be able to access the device.
  2. Then, immediately call the UTA Police Department, 817-272-3381, to report the theft.
  3. The Help Desk will contact Operational Security to request that the device be wiped to erase all data on the device.
  4. Operational Security will wipe the device and notify both the user and the police.
  5. UTA Police will maintain a file on the device in the event it is recovered.

Definitions

AirWatch – TThis is the software OIT is using to safeguard mobile devices owned by the University. AirWatch will ensure that the information managed on the University-owned mobile devices (tablets and iOS devices) is protected and also the device security settings are aligned with security policies established by UT System and the UTA Information Security Office.

MDM – Mobile Device Management, a process and policy for encrypting and securing hand-held mobile computing devices.

Mobile Device – A mobile device can be distinguished from other devices, such as laptops or portable storage devices, by the nature of the operating system that runs on it. For the purpose of Mobile Device Management at UT Arlington, computing devices that run the following operating systems are considered mobile devices supported by AirWatch:  

  • Apple iOS
  • Google Android:  

The above is a non-exhaustive list of mobile operating systems that are typically run on smart phones or tablet form factor computers. Distinguishing a mobile device by its operating system is important as the security will be limited by its software capabilities — the methods that are available for securing a full operating system (such as Apple OS X, Microsoft Windows, Redhat Linux) may not be available for, or practical to implement on, some mobile operating systems.

Passcode – A passcode, in this case, is a password of minimum specified length (7 characters). In addition, the AirWatch passcode must also meet the criteria of the device. For example, some devices will allow you to use all numbers while others require a combination of letters, numbers and/or special characters. Please note that the AirWatch passcode will take the place of the device's passcode.

Locked – A device is considered locked when you have not input the passcode required to gain access and use the device.

Locked Out –Your device will lock you out after you incorrectly enter a passcode several times. At that point, you will be prevented from entering a passcode to unlock your device and depending on your device's operating system, you will be required to wait until the device allows you to attempt again. In this case, the Help Desk will be unable to assist with your locked device.

Wipe – Data is permanently deleted from the device to prevent it from falling into the wrong hands. The user is responsible for insuring that data on the device is backed up regularly as a safeguard.

Additional Information

In the event that you are using a UTA owned mobile device for NetIDplus (DUO) authentication, you should also have a second device configured for that purpose. This is to ensure that if the UTA owned device is lost, stolen, or you are locked out, you will still have access to another method of secondary authentication for NetIDplus.