Support

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.

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:

1. Press Ctrl+L.
2. Select the appropriate filters to filter the displayed information.
3. When complete, close LogViewer.

To view different logs than the default:

1. Launch LogViewer.
2. Click Open Logs, and then browse to the log you wish to view.

To email logs to support:

1. Click Email Logs. A zip file is created that includes all log files.
2. On the System Information dialog, select the information you wish to include in the logs, and then click OK.
3. Edit the email as needed and click Send.

To save logs to a local file:

1. Click Email Logs. A zip file is created that includes all log files.
2. Your email client is launched. Cancel or close out the email.
3. Select a location to save the zipped log files, and then click Save.

To “Send Logs”:

1. Click Help and go to About.
2. The Log Viewer opens. The Send Logs button is on this page. You can also use Ctrl+L.

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.

• 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 users can occasionally run into difficulties in connection, such as those listed here.

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 Incorrect Identification of Non-iPass Hotspots.

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.

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.

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.

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: Open Mobile for Windows Help