HELP FILE

Viewing Mobile System Info via Click2Fix

    This article gives guidance to Rescue technicians.

    The Click2Fix tab gives technicians a convenient tool for analyzing various aspects of the customer's device. With specialized widgets, technicians can retrieve specific data from the mobile device.

    The agent's Technician Group must have permission to use Click2Fix for mobile.

    The session must be Active.

    Note: The following features (when supported) are only available on iOS when using the Chat session type. For information, see Supporting iOS Devices.

    Info Bar and Alert Bar

    Immediately upon starting a session, technicians get some of the most important information about the mobile device.

    The blue Info Bar shows basic device information. For example:

    • Manufacturer
    • Device model
    • Phone number
    The red Alert Bar highlights important issues or action items. For example:
    • Battery information (power level, temperature)
    • Flagged and Missing applications
    • Out-of-date or rooted firmware

    Battery warnings are triggered by the following hardcoded settings:

    Battery Power "Very Low"
    < 20%
    Battery Temperature "Overheating"
    > 55 degrees Celsius

    App Checker

    Upon starting a session with an Android device, the Technician Console checks for apps according to parameters set in an XML file uploaded in the Administration Center.

    Firmware Checker

    Upon starting a session with an Android, and iOS device, the Technician Console automatically checks the firmware of the device according to OS properties defined in a file uploaded in the Administration Center. The file can also contain a URL to current firmware.

    Note: This feature is only available on iOS when using the Chat session type. For information, see Supporting iOS Devices.

    Mobile Network Information

    For Android, and iOS devices, technicians can view network information from the customer's device. Depending on platform, these may include:

    • Home Operator
    • Roaming Operator
    • Connection Type
    • Signal Strength
    Note: This feature is only available on iOS when using the Chat session type. For information, see Supporting iOS Devices.

    Signal Strength is determined by the following hardcoded settings:

    High
    ... - 90 dBm
    Medium
    - 100 ... -91 dBm
    Low
    -110 ... -101 dBm
    Very Low
    - 111 dBm and lower

    System Information

    For Android, and iOS devices, technicians can view basic system information from the customer's device. Depending on platform, these may include:
    • System version
    • Baseband number
    • Build number
    • Memory
    • Internal storage
    • SD Card
    • IMEI
    Note: This feature is only available on iOS when using the Chat session type. For information, see Supporting iOS Devices.

    Connection Information

    Technicians can view connection status for Bluetooth, GPS and Wi-Fi.

    Battery Status Information

    For Android, and iOS devices, technicians can view basic battery details.
    Note: This feature is only available on iOS when using the Chat session type. For information, see Supporting iOS Devices.

    Processes Information

    Technicians can view processes and applications running on an Android device, and see how much memory they are using.

    Applications Information

    This feature is only active when the App Checker list has been uploaded in the Administration Center at Global Settings > Mobile device settings > App Checker List Upload .

    Upon connection to an Android device, the Technician Console will check for missing or unwanted (flagged) apps according to parameters set in an XML file uploaded in the Administration Center.

    Email Information

    Technicians can view configuration information about the email accounts configured in the default email app of the customer's mobile device.

    The email accounts configured in the default email app are listed on the widget. Click the eye icon next to the account for which you want to view the configuration parameters.