Overview
In May 2026, some Android users experienced an issue where the Gmail app could not connect to their Pitt Email account. Affected users saw an error message such as:
"Check your account info and try again, or switch to modern auth below. To get help, contact your IT admin."
The root cause was a compatibility issue between the Gmail app's use of Exchange ActiveSync (EAS) and Microsoft's enforcement of EAS version 16.1 for Exchange Online, which took effect March 1, 2026. Google resolved the issue with an updated Gmail app release on approximately May 21, 2026.
This issue is now resolved. If you have updated the Gmail app and are still experiencing problems, the steps below may help.
If You're Still Experiencing Issues
Before contacting the Help Desk, try the following:
- Open the Google Play Store and check for a pending Gmail update. Install it if available.
- Once updated, open Gmail and attempt to sign in to your Pitt Email account again.
- If the issue persists, try removing the Pitt Email account from the Gmail app and re-adding it.
If you continue to have trouble, contact the Pitt Digital Help Desk for assistance.
Recommended Alternative: Microsoft Outlook App
Regardless of this issue, Microsoft Outlook for Android is the recommended app for accessing Pitt Email on Android devices. Outlook connects using Microsoft's native protocol, making it more reliable for Exchange Online accounts and less susceptible to this type of compatibility issue.
- Download the Microsoft Outlook app from the Google Play Store if you don't already have it installed.
- Open Outlook and tap Add Account.
- Enter your University of Pittsburgh email address and follow the sign-in prompts.
- Complete any multi-factor authentication steps as prompted (e.g., Duo).
- Once signed in, your email, calendar, and contacts will be available in Outlook.
You can also access Pitt Email from any browser by visiting outlook.office.com and signing in with your Pitt credentials, or by logging in to myPitt (my.pitt.edu) and selecting Pitt Email.