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windows_support [2014/02/28 20:48]
ybarajas [Mobile Broadband Issues]
windows_support [2015/09/08 19:41] (current)
jrodriguez [LogViewer]
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 +====== Support ​ ======
 +
 +
 +===== Open Mobile Logs =====
 +
 +
 +Open Mobile logs each user's connection history data to a set of logs. These logs can be helpful in diagnosing and resolving user connection issues. Logs are stored in ''​%allusersprofile%%%\%%NGC%%\%%logs''​.
 +
 +
 +When emailing logs, you can choose a subset of information to include in the log. You can include information on general system details, installed software, or system services and processes.
 +
 +
 +==== LogViewer ====
 +
 +
 +Open Mobile includes the LogViewer utility, ''​TroubleshootLogViewer.exe'',​ for viewing connection logs. By default, LogViewer displays a selection of information from ''​iMobilityService_TroubleShoot.csv''​.
 +
 +
 +**To launch LogViewer from Open Mobile:​** ​
 +
 +
 +    - Press Ctrl+L.
 +    - Select the appropriate filters to filter the displayed information.
 +    - When complete, close LogViewer.
 +
 +
 +**To view different logs than the default:​** ​
 +
 +
 +    - Launch LogViewer.
 +    - Click **Open Logs**, and then browse to the log you wish to view.
 +
 +
 +**To email logs to support:​** ​
 +
 +
 +    - Click **Email Logs**. A zip file is created that includes all log files.
 +    - On the System Information dialog, select the information you wish to include in the logs, and then click **OK**.
 +    - Edit the email as needed and click **Send**.
 +
 +
 +**To save logs to a local file:​** ​
 +
 +
 +    - Click **Email Logs**. A zip file is created that includes all log files.
 +    - Your email client is launched. Cancel or close out the email.
 +    - Select a location to save the zipped log files, and then click **Save**.
 +
 +**To "Send Logs":​** ​
 +
 +
 +    - Click **Help** and go to **About.** ​
 +    - The Log Viewer opens. The **Send Logs** button is on this page. You can also use **Ctrl+L.** ​  
 +{{:​sendlogs.jpg|{{:​sendlogs.jpg|}}
 +===== Troubleshooting Tips =====
 +
 +
 +These tips can be helpful in resolved common issues with Open Mobile connectivity. The Open Mobile User Guide contains additional troubleshooting steps and advice for Open Mobile users.
 +
 +
 +==== Conflicts with other Software ====
 +
 +
 +    * In order to use Wi-Fi networking, Open Mobile relies on Windows integral Wi-Fi facility. ​ If this subsystem has been disabled by some other software, or the user, Open Mobile will not show available Wi-Fi networks or connect to them.
 +    * Open Mobile may not be able to view wireless Mobile Broadband (3G) networks if another connection manager is already controlling the card.
 +
 +
 +==== Wi-Fi Issues ====
 +
 +
 +Wi-Fi users can occasionally run into difficulties in connection, such as those listed here.
 +
 +
 +=== Duplicate SSID ===
 +
 +
 +Open Mobile 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 in Open Mobile, 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 not just a successful association;​ 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.
 +    * The access point is utilizing a non-broadcast SSID, and the user is trying to connect with a PC running Windows XP.
 +
 +==== Mobile Broadband Issues ====
 +
 +
 +The following issues are sometimes experienced by Mobile Broadband users.
 +
 +
 +    * //Windows does not recognize the device:// ​  Make sure that the Mobile Broadband device is currently being recognized by Windows.
 +    * //Weak or no network signal:// ​  Find another location where the signal is stronger.
 +    * //Device has not been activated:// ​  ​Activate the device and then attempt to connect again.
 +    * //Device is in use or locked by a different connection manager:// ​  Close the other connection manager and attempt to connect again with Open Mobile.
 +    * //Device does not recover from Sleep/​Hibernate mode:// ​  Some Mobile Broadband cards do not support or do not respond well to a PC's Sleep or Hibernate modes. You may wish to disable Sleep/​Hibernate on the laptop when Mobile Broadband cards are in use.
 +
 +Go to: **[[:​windows_help|Open Mobile for Windows Help]]** ​
 +
 +{{tag>​support troubleshooting windows}}
 +
 +
  
 

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