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windows_touch_support [2014/04/14 22:24]
ybarajas [Troubleshooting Tips]
windows_touch_support [2014/05/09 21:39] (current)
ybarajas
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 +====== Support ======
  
 +This section describes the following features that can be helpful if your users require technical assistance:
 +
 +  * [[:windows_touch_support&#help|Help]]
 +  * [[:windows_touch_support&#connecting_to_gogo_inflight|Connecting to Gogo Inflight]]
 +  * [[:windows_touch_support&#about|About]]
 +  * [[:windows_touch_support&#logs|Logs]]
 +  * [[:windows_touch_support&#troubleshooting_tips|Troubleshooting Tips]]
 +    * [[:windows_touch_support&#troubleshooting_tips|Failed Connection]]
 +    * [[:windows_touch_support&#troubleshooting_tips|Back-End Infrastructure Issues]]
 +===== Help =====
 +
 +The help bar includes a comprehensive list of answers to frequently asked questions. If your users are experiencing any issues with Open Mobile or they have any questions about how Open Mobile works, they should check here first. 
 +
 +**To view the Help bar:**
 +  -Open the Charms bar by swiping your finger from the right edge of the screen or holding the curser on the top-right corner of the screen (if you are using a mouse) until it appears.
 +  -Tap or click **Settings**.
 +  -Tap or click **Help**.
 +
 +{{  :om_welcome_screen_help.png?500  }}
 +
 +
 +=====Connecting to Gogo Inflight=====
 +
 +If you experience any trouble connecting to a Gogo Inflight network, please refer to our [[:gogo_inflight_on_windows_touch|Gogo Inflight on Windows Touch]] help page. 
 +===== About =====
 + 
 +Before they contact support, your users should have all of the details about their version of Open Mobile. The About bar displays the version of Open Mobile, the Profile ID, and the date when your profile was last updated. 
 +
 +**To view the About bar:**
 +  -Open the Charms bar by swiping your finger from the right edge of the screen or holding the curser on the top-right corner of the screen (if you are using a mouse) until it appears.
 +  -Tap or click **Settings**.
 +  -Tap or click **About**.
 +
 +{{  :om_welcome_screen_about.png?500  }}
 +===== Logs =====
 +
 +Your users may have to send the logs to support. They can do this from the About bar.
 +
 +**To send logs:**
 +  -Open the Charms bar by swiping your finger from the right edge of the screen or holding the curser on the top-right corner of the screen (if you are using a mouse) until it appears.
 +  -Tap or click **Settings**.
 +  -Tap or click **About**.
 +  -Tap or click the **SEND LOGS** button.
 +  -You will have the option to send logs by:
 +    * **Mail:** This will automatically launch your mail app and attach the logs to an email message.
 +    * **SkyDrive:** This will automatically launch your SkyDrive app where you can upload the logs.
 +
 +===== Troubleshooting Tips =====
 +
 +These tips may be helpful to users attempting to connect over Wi-Fi. 
 +
 +== Failed Connection ==
 +
 +A common cause of connection failure is an incorrect username or password. Due to a current limitation with Window 8, Open Mobile does not receive notice that authentication failed and is unable to prompt the user to enter the correct username and password. If a connection fails, users should first check to make sure their username and password is correct by navigating to **Settings > Account**.
 +
 +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_touch_help|Open Mobile for Windows Touch]]**
 +
 +{{tag>support troubleshooting}}
 

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