Differences

This shows you the differences between two versions of the page.

Link to this comparison view

windows_phone_support [2014/08/20 17:17]
ybarajas [Logs]
windows_phone_support [2014/08/20 17:20] (current)
ybarajas [Logs]
Line 1: Line 1:
 +======Support======
  
 +This section describes features that can be helpful if your users require technical assistance:
 +
 +  * [[:windows_phone_support&#about|About]]
 +  * [[:windows_phone_support&#help|Help]]
 +  * [[:windows_phone_support&#logs|Logs]]
 +  * [[:windows_phone_support&#troubleshooting_tips|Troubleshooting Tips]]
 +    * [[:windows_phone_support&#troubleshooting_tips|Failed Connection]]
 +    * [[:windows_phone_support&#troubleshooting_tips|Back-End Infrastructure Issues]]
 +=====About=====
 +
 +The About section features the **Send Logs** option. Tapping this button will open an email with an attachment of your current logs to your IT Help Desk. For more information on sending logs, please see out [[:windows_phone_support&#logs|Logs]] sections below.
 +
 +=====Help=====
 +
 +By tapping the Help option, you have access to informative set of Frequently Asked Questions (FAQs) if you are having trouble connecting to an iPass network. 
 +=====Logs=====
 +
 +Support may ask you to send them your logs. You can do this from the About bar.
 +
 +**To send logs**: 
 +  - Open the **Settings** menu by swiping the three dots at the bottom of the welcome screen.
 +  - Tap **About**.
 +  - Tap the **SEND LOGS** button.
 +  - This will automatically launch an email app, with the encoded logs attached to the email. The **To** field will auto-populate **help@ipass.com**.
 +  - Tap **Send**. 
 +
 +  
 + <note important>Occasionally, a user may receive an error message informing them that their attempt to send a log failed. The problem is the log might be too large to send (at that moment). The user should try to send a log later as Open Mobile is constantly working to reduce the size of logs.</note>
 +=====Troubleshooting Tips=====
 +
 +These tips may be helpful to users attempting to connect over Wi-Fi. 
 +
 +==Failed Connection==
 +
 +
 +
 +On occasion, an association to a Wi-Fi hotspot is successful, but the log in fails because of a timeout or some other error with the hotspot. A weak signal can cause a failed connection and simply moving to a location with a stronger signal may result in a successful connection.  
 +
 +==Back-End Infrastructure Issues==
 +
 +Authentication errors can occur if the back-end authentication infrastructure is not available.  This could be an outage at the hotspot provider or with your company’s RoamServer or AAA system.
 +----
 +
 +Go to: **[[:windows_phone_help_page|Open Mobile for Windows Phone]]**
 

©2015 iPass Inc. All rights reserved. Terms of Use