Transcript iPass provided by Jisc - Customer Support

Agenda
Support Training
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•
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Overview
Connection and Authentication Process
Apps
Portal
Profiles
Troubleshooting
About iPass
• SaaS (Software-as-a-Service) Company
• Headquartered in Silicon Valley, U.S.A
• Worldwide operations and employee base
• Seamless access to world's largest Wi-Fi hotspot footprint
• 57M+ global Wi-Fi hotspots
• Branding change
to
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iPass Solution
• Unlimited
– Wi-Fi access, data, time, devices
Unlimited
• Everywhere
– World’s largest Wi-Fi network
Everywhere
• Invisible
– Always on, SmartConnect
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Invisible
iPass Solution
•
iPass Network
– Global Wi-Fi connectivity
•
iPass Client
– Apps available for
• Android, iOS, Windows Phone
• Mac OS X, Windows laptops
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iPass Portal
– Administration
• Apps, Users
– Reports
– Escalation to iPass Support
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iPass Network
94% coverage of1 the world’s
top 100 airports 1
33,914,675
2,700+ planes
18,750,811
Europe
North America
1,606,025
Asia
800+ trains
52,468
1,949,468
South America
Middle East
& Africa
765,021
Australia
& Oceania
90,000+ hotel and
convention center venues
160+ Wi-Fi networks partners
120+ Countries | 57+ Million Hotspots
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iPass SDK
Use Our App, or Put Our Capabilities in Yours
Software Development Kit integrates iPass connectivity into your platform
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•
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Access to iPass API’s supporting intelligent connection, authentication,
provisioning
Supported Platforms: iOS and Android
Insert
client logo
Connection and Authentication
Process
Connection and Authentication Process
Wi-Fi Basics
Wireless
client
Wireless
Access
Point
(AP)
Service Set Identifier (SSID)
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Wired
Ethernet
Network
NETWORK PROVIDER
INTERNET
iPASS
CDR
= Call/Connection Detail
Record
SQM Servers
Access Point
SSL
Encryption
Local AAA
NetServer
RoamServers
iPass/ username@jisctrial
Password xxxxx or dynamic
Hosted
Authentication
Environment
iPass Transaction Centers
Authentication
database
jisctrial = 216.239.108.106
216.239.111.106
iPass Apps
Apps | Supported Platforms
Smartphones / Tablets
Laptops
• Android
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– 10.10 (Yosemite)
– 10.11 (El Capitan)
– 10.12 (Sierra, macOS)
– Version 4.0 or later
• iOS
– Version 9.0 or later
• Windows Phone
– Version 8.1
– Version 10
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Mac
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Windows
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XP
Vista
7
8
10
(32/64 bit)
(32/64 bit)
(32/64 bit)
(32/64 bit)
Apps | User Journey – Overview
• Welcome email
• Web Page
• Download/Activate
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Apps | User Journey – Step 1: Welcome email
• Sent from [email protected]
– iPass end user support, 24x7
• Open on the device user wants to
install the app on
• Link to a web page with detailed
instructions
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Apps | User Journey – Step 2: Web Page
• Automatically identifies device
platform
• Tap Download to be directed to the
respective app store.
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Apps | User Journey – Step 3: Download/Activate
• App Store
– Install the app.
App
• Activation
– Completes setup automatically.
– Also configures and hides
the username and password.
• Travel Preferences (Smartphones/Tablets)
– Offline Hotspot Finder
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Profile
Apps | In-App Activation (Email)
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Download
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Activation
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Download app from App Store.
Install the app.
iOS:
Apple ID & password
Get Started
Work email address
Sends activation code email
Tap on the link to complete the setup or
copy the Activation Code from your
email.
This will also configure
the username and password.
Apps | Hotspot Finder
http://hotspot-finder.ipass.com
• Selection of iPass hotspots
• Available offline for smartphones and tablets
Available offline
Apps | Offline Hotspot Finder
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>Settings >Travel Preferences
No data consumed during search
Apps | SmartConnect
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Identify and rate hotspots
– Location
– Available bandwidth
– Connection success rate
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Connects to best Wi-Fi
hotspot available
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Self-learning algorithm
– Continuously improves its
knowledge of global Wi-Fi
networks
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Apps | Android
SmartConnect
Wi-Fi Selection
iPass app shows a
list of any hotspots
in range.
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Connecting
User is either
automatically
connected or
manually selects the
hotspot they want.
Connected
User has
unlimited access
to the internet.
Apps | iOS
SmartConnect
Wi-Fi Selection
User selects
iPass Wi-Fi
hotspot from
iOS Settings
menu.
It will the be
save for future
connections.
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Connecting
iPass app either
logs user in
automatically or
they tap on log in.
Connected
User has
unlimited access
to the internet.
Apps | WP8 & W10M
Wi-Fi Connectivity for Windows Phone 8 / Windows 10 Mobile
Wi-Fi Selection
User selects
iPass Wi-Fi
hotspot from
Windows
Settings WiFi
menu. It will
the be save
for future
connections.
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Connecting
iPass app logs
user in.
Connected
User has
unlimited
access to the
internet.
Apps | Speed Test
Android
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iOS
W10M
Windows
Apps | Laptops
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Click on link
Takes you to a web page with detailed
instructions
App
Web Page
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Tap Download to
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• MSI (Windows) local admin rights?
• DMG (Apple)
Alternative deployment methods supported
Activation
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Web Page
Welcome email
Completes setup automatically.
This will also configure
the username and password.
Profile
Apps | In-App Activation Laptops (Email)
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Download
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Activation
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Download and install app from iPass
Get Started
Work email address
Sends activation email
Tap on link to complete setup.
This will also configure
the username and password.
Apps | Laptops
Mac
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Windows
Apps | Mac Laptop
• iPass menu
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Apps | Windows Laptop
Status Area
Details Link
Mode Controls
Usage Meter /
Speed Test
Content Area
Help/About
Actions Bar
iPass Button
Options/Preferences Link
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Apps | Windows Laptop
• Help
>Connecting and Disconnecting
– List of all the default icons and
what they mean
Apps | Windows Laptop
• >Options >Accounts
– Enter required information, e.g.
• Username
• Password
– Remember to update Password
here manually whenever it
changes, e.g.
• Active Directory password expires
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Apps | Laptops (SmartConnect)
Wi-Fi Selection
User presented with iPass
connection options.
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Connecting
User automatically connected
to an iPass hotspot.
Connected
User can use the internet once
Online.
iPass Portal – Hosted Users
Portal | Login
https://openmobile.ipass.com
• Login
– Email address
– iPass password
http://help.ipass.com/doku.php?id=start
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Portal | Navigation
• Tabs
• Online Help
– http://help.ipass.com/
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Portal | Hosted Users
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Portal | Hosted Users
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Portal | Hosted Users
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Use Show All Users / Search All to display a list of all hosted users.
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Search for a specific user by typing their ("Firstname", "Firstname + Lastname" and
"username“) into the Search All box.
You can filter the list of hosted users by status
– Active
- able to use the app and connect
– Suspended
- account suspended from using app (but can still log in to OMP)
– Start Date in Month - will filter the list by month when a user was initially activated.
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Portal | Hosted Users
• Options
– Add individual users
– Bulk Import
– Application Programming Interface
(API)
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http://help.ipass.com/lib/exe/fetch.php?media=api_doc1.pdf
Portal | Hosted Users
Action drop-down menu (top right)
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Setup:
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Export:
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Import Hosted User accounts in bulk
Add:
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Export Hosted User accounts in bulk
Import:
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Read access to Hosted User Setup
Create Hosted User account
Portal | Hosted Users
• * Mandatory fields
Add User
– Email addresses have
to be unique in the
whole of the Portal!
• Other fields
– Home Country
• Where user is based
– Locale
• Currently not in use
(leave set as is)
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Portal | Hosted Users
Add User
• Activation Email
notification
– Sends email to user
with link to set up app
on their devices
• Suspension Email
notification
– Not in use for this
setup
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Portal | Hosted Users
Import
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http://help.ipass.com/doku.php?id=hosted
_end_user_import_user
• Download the Sample User
File
• Read Bulk Import section of
Online Help
Portal | Hosted Users
Add an Portal Administrator account
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See Add User
+ tick Enable Portal Login
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Add Roles to Admin account
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Requires User Admin role to be assigned
to the one performing these steps
Account -> Manage Admins
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Can be enabled at a
later stage
Select Admin account -> Edit
Portal | Hosted Users
User Account Actions
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View
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Edit
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Completely remove user account
Reset Password
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Re-send Activation/Welcome email
Delete
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Prevent user from connecting with the app
Can be activated again later
Send Activation
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Make changes to user account details
Suspend
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Display user account details
Option for Hosted Admins to trigger password reset email
Retrieve Password
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Option for Hosted Admins to trigger password confirmation email
Please note: Displayed options will depend on your setup.
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Portal | Hosted Users
Retrieve password
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Does not reset or change a
user's password.
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The Hosted Admin retrieve
option will automatically
send a email to the user
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The link will only be valid for
24 hours.
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The user can simply ignore
the email, if triggered by
mistake.
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Portal | Hosted Users
Credential Retrieval / Reset Self-Service
http://p.ipass.com/forgot
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In-flight Wi-Fi
In-flight Wi-Fi
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International In-flight
• Use iPass app
(if supported)
• Log on to web page
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Watch out for
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Username format
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Cruising altitude
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include iPass domain!
Seat belt sign
Security Code
http://www.ipass.com/inflight-internet/
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Web page
iPass Portal – Profiles
Profiles | Overview
What is a Profile?
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Configuration settings for iPass apps
– Platform-specific
– App-version-specific (new features)
– Applied
• During activation
• Bundled with installer (laptops only)
– Status
• Unique Profile ID
• In Progress Test (version x.1) Production (version y.0)
• “Favourite”
– Create from scratch or use Template
Profiles | Overview
What is a Profile?
Profiles | Overview
What is a Profile?
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Connectivity
– Accounts
– Networks and Policies
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Client Look and Feel
– Branding
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Integration
– Connection Profiler, Contact Information, Custom Profile Attachments, …
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Localization
– Custom language configurations
Troubleshooting
Troubleshooting | Restart of Services
• Restarting the GUI
– Launch the client UI
– [CTRL] + [R]
– Restarts services
– Try this first before
restarting the PC for any
client interface issues
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Troubleshooting | Download & Activate
Windows Laptop* / WP8 / W10M
• Web Page
– Download
• App Store
– Install
• Back to Web Page
– Activate
* affects IE 11 only
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Troubleshooting | Report A Problem
Add: Problem description, location, date & time
Android
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iOS
W10M
Troubleshooting | Report A Problem
Windows Laptop
• Help >About or [Ctrl] + [L]
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• Send Logs
Troubleshooting | Report A Problem
Mac Laptop
• Menu >Save Logs
• Send ZIP file via email to
[email protected]
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Troubleshooting | Version numbers
Android
• Menu >About
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iOS
• Settings >About
Windows Phone
• Settings >About
Troubleshooting | 3rd Party Wi-Fi
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Situation
• User gets Wi-Fi access through
different account, e.g. as part of
hotel booking
right-click
Troubleshooting | 3rd Party Wi-Fi
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Exclude Networks
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Temporarily remove hotspots to be used with your iPass account
Remember to delete the entries again when you leave the location!
Android
iOS
>Menu >Settings >Connection Preferences
>Gear icon >Connection Preferences
Troubleshooting | Wi-Fi – SmartConnect
• User gets automatically connected if
– 1 or more iPass hotspots are available
– No reported issues with the hotspots
– They don’t manually select a hotspot
• SmartConnect temporarily suspended
– iOS / Windows Phone / Windows 10 Mobile
• User is only automatically connected to Wi-Fi
hotspots they were connected to once before
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Troubleshooting | Wi-Fi – 3 Step Process
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Detection
– Find wireless network /
Service Set Identifier (SSID)
Wireless
client
•
Wireless
Access
Point
(AP)
Association
– Aka join process
– Equivalent to plugging in cable
on Ethernet
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Authentication
– Username and password or
other authentication information
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Service Set Identifier (SSID)
Wired
Ethernet
Network
Troubleshooting | Wi-Fi Detection (Step 1)
• What Networks (SSIDs) are displayed in the client?
• Make sure your device’s Wi-Fi switch is set ON.
– Aeroplane/Flight Mode?
– Power management settings may turn off Wi-Fi if battery is low.
• Is the Access Point (AP) broadcasting?
– What areas should you expect to have coverage?
– Is it an iPass network?
– Can anybody else connect nearby?
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Troubleshooting | Wi-Fi Association (Step 2)
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Strong enough signal from AP?
– Distance from AP?
– Are there any obstacles, e.g. thick walls between device and AP?
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Some networks…
– limit number of IP addresses that have access to internet or
– turn off locations at certain periods
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Valid IP Address assigned by AP?
• Windows:
• Android:
• iOS:
•
ipconfig /all
Icon shown in notification bar
>Settings >Wi-Fi > i
O
When you open a browser what do you see?
– “Can’t connect” vs access page from the AP provider?
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Troubleshooting | Wi-Fi Authentication (Step 3)
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Scope
– Ensure the issue is limited to a single user.
• Try RoamServer Test tool if nobody can access iPass!
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Ensure that the user is authorised to connect via wireless services.
– Error message displayed?
– iPass Hosted User?
• User shown as “Active” in >Account >Hosted Users on the Portal?
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If issue cannot be resolved
– Raise a case with iPass Global Customer Consulting
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Adv Troubleshooting | Error Codes
• Status Code information is available through
– Also available through the online help at:
http://help.ipass.com
– Direct URL:
http://help.ipass.com/doku.php?id=error_codes&s[]=error&s[]=codes
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Adv Troubleshooting | Portal Reports
• Portal ( https://openmobile.ipass.com )
– Admin account required
• Permissions assigned using Roles
– Online Help http://help.ipass.com
• Reports
– User Activity
(try this one first)
– Raw Connection Data
(very detailed)
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