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ios_support [2014/03/24 15:25]
ybarajas [Troubleshooting Logs]
ios_support [2015/01/07 22:33] (current)
ybarajas [Troubleshooting Logs]
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 +====== Support ======
 +
 +This page includes information on the following:
 +
 +  * [[ios_support&#about_open_mobile|About]]
 +  * [[ios_support&#troubleshooting_logs|Troubleshooting Logs]]
 +  * [[ios_support&#troubleshooting_tips|Troubleshooting Tips]]
 +    * [[ios_support&#duplicate_ssid|Duplicate SSID]]
 +    * [[ios_support&#failed_venue_login|Failed Venue Login]]
 +    * [[ios_support&#back-end_infrastructure_issues|Back-End Infrastructure Issues]]
 +    * [[ios_support&#personal_wi-fi|Personal Wi-Fi]]
 +    * [[ios_support&#replace_profile|Replace Profile]]
 +===== About Open Mobile =====
 +Before contacting the help desk, users can check the version of Open Mobile and the Profile ID in use by tapping **Settings > About.**
 +
 +===== Troubleshooting Logs =====
 +Open Mobile logs connection data, which can be useful in troubleshooting connectivity or application issues. Follow the instructions below to send logs:
 +
 +  - Tap **Settings** > **Help**.
 +  - Tap **Report a problem.**
 +  - An email will open with a Troubleshooting Report attached and the **To** field will be auto-populated with **help@ipass.com**. Please describe the problem in the body of the email.
 +  - Tap **Send**.
 +===== Troubleshooting Tips =====
 +
 +
 +Wi-Fi users can occasionally run into difficulties in connection, such as those listed here.
 +
 +
 +== Duplicate SSID ==
 +
 +
 +The client identifies iPass Wi-Fi networks by their network name (SSID). A network name that duplicates a network name in the iPass Network directory will display the iPass logo, normally indicating that it is an iPass network. However, there are some circumstances where the indicated network is not actually an iPass location, such as the following:
 +
 +
 +    * The local provider is using a name that is also used by one of the iPass network providers.
 +    * The local provider has other locations that are part of the iPass service, but has excluded this particular location.
 +
 +For more information, please see [[non-ipass_hotspots|Incorrect Identification of Non-iPass Hotspots]].
 +== Failed Venue Login ==
 +
 +
 +On occasion, an association to a Wi-Fi access point is successful, but the log in to the venue fails because of a timeout, authentication failure, or some other error.
 +
 +
 +Connecting to an iPass network requires a successful association, but in addition,  Open Mobile must also receive an IP address from the venue and it must be able to pass HTTPS communication to the access gateway. A weak signal can cause a failure in the IP address assignment or HTTPS communication. Moving closer to the access point, or moving to a location with a stronger signal, may resolve this situation. 
 +
 +
 +== Back-End Infrastructure Issues ==
 +
 +
 +Authentication errors can occur if the back-end authentication infrastructure is not available. This could be an outage at the provider, or with your RoamServer or AAA system.
 +
 +== Personal Wi-Fi ==
 +
 +
 +Some common issues that can occur for personal Wi-Fi access points include:
 +
 +
 +    * The home access point has MAC address filtering, which prohibits the user from communicating over it even if a successful association is made.
 +    * A weak signal prevents association.
 +    * The location is 802.1x-enabled. 802.1x connections are not currently supported.
 +
 +== Replace Profile ==
 +If you would like your users to use a different profile, they can switch profiles within the app (without having to re-install and re-activate). You can send them the following instructions. Follow the instructions below to replace your profile:
 +
 +  - Go to **Settings > About**.
 +  - Tap **Replace Profile**.
 +  - Continue passed the warning message and on the following page enter your new **Profile ID** <enter their new Profile ID here>, **PIN** <enter the PIN here if necessary otherwise instruct them to leave this blank>, and **Email**.
 +  - Tap **Replace Profile**.
 +
 +
 +
 +Go to: **[[ios_help|Open Mobile for iOS Help]]**
 +
 +{{tag>support troubleshooting ios}}
  
 

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