Frequently Asked Questions

Item	Description
Operating System	Windows Server 2003 (SP1 or later) Windows XP Professional (SP2 or later) Windows Vista 32-bit (SP1 or Later) Windows Vista 64-bit (SP1 or Later) Windows Server 2008 64-bit Windows 7 32-bit Windows 7 64-bit
CPU	500 MHz
RAM	128 MB
Hard Disk Space	20 MB

Device Agent

Agent Version	Space Required
Windows XP SP3 - Windows 7 (including Server and 64-bit)	1 MB
Windows Mobile 5+	1 MB
Windows CE 4.0+ and Pocket PC 2003	1 MB
BlackBerry RIM OS 4.6+	1 MB

G2. How do I download MobiAssist software components?

A. You can download the MobiAssist software components from the Downloads page (Administrative/User Web site). MobiAssist agents can also be downloaded from http://ma.soti.net/m

G3. Do I need a server to host MobiAssist?

A. No, you don’t need any hardware to host MobiAssist; SOTI Inc. hosts the MobiAssist server. Register for MobiAssist and install MobiAssist Console on your Windows desktop, and you are ready to remote control a BlackBerry Smartphone, Windows desktop, Windows Mobile device or a Windows CE device.

G4. Can I remote control more than one desktop or mobile device at a time?

A. Yes, you can remote control more than one device simultaneously, using one MobiAssist Console.

G5. What is a Hotline and how is it different from a normal PIN?

A. A Hotline is unique to a tenant/subscription. Using this PIN, your field staff can directly connect to your helpdesk, without even calling the helpdesk. Unlike a normal PIN, this PIN remains in the MobiAssist system until it is purged or subscription expires.

The Hotline functionality is formulated so that your field staff doesn’t have to call your helpdesk when they need support, they can just click on the Hotline PIN and they will be directly connected your helpdesk.

This PIN can be embedded in a new device registry and the MobiAssist Agent will read this registry entry and show the Hotline PIN in the Device Agent dialog. Your field staff can click on the Hotline PIN shown in the Device Agent dialog to connect directly to your helpdesk. Alternatively, you can provide this PIN to your existing field staff and ask them to connect to the helpdesk using this PIN. Once they connect to the help desk this PIN gets stored in the device registry and it will not need to be entered again.

For more details please refer to the MobiAssist Online help. To get a Hotline PIN for your account, please contact us.

G6. How will I know if a new version of MobiAssist is available?

A. When you run any of the MobiAssist components, you will be prompted to upgrade to a newer version if one is available. You may click on the upgrade dialog to install a higher version or you can manually download the latest version of the MobiAssist software components from the Download page (Administrative or User website).

G7. Where do I find online help?

A. You can access MobiAssist online help by clicking here.

The Technician Console

C1 Can I just see subject and customer name fields on the control window and hide the other fields?

Yes, right click on any of the session menu bar and unselect fields you would like to hide or vice-versa.

C2 Can I move the User Chat window out of the Control window?

Yes, simply click and drag the chat window out of the control window. If you would like to re-dock it, then drag and drop the chat window into the control window and it will be re-docked.

C3 Can I invite users for a conference chat?

Yes, open a chat window and then right click on it to invite other logged in users to the conference. Alternatively, you may right click on any open chat window; select the “New Chat Session” and invite other logged in users for a conference.

C4 Can I send a support session creation notification and the PIN number to a remote user?

Yes. While creating a support session enter remote user’s email address or phone number to send a notification to the user. If you have not done so already, right click on the support session record (in Control window) and select “View or Edit session details”. In the edit window you can enter the email Id or phone number to send the notification.

C5 Can I transfer or delete multiple support sessions?

Yes, go to the control window and multi select (Ctrl + Mouse Click) the support sessions. Right click on the selected sessions and select transfer or delete as you need.

C6 How do I store notes for a support session?

You can store your session notes in the Events window in the Remote Control window. Just type your note in the window and click Enter to save the note. While transferring this session to another user, all your notes are retained.

C7 Why can't I copy and paste anything from the Remote Device to my Desktop?

Due to software restrictions you cannot copy anything into a Virtual Folder using MobiAssist. This can include your Desktop, My Documents, My Pictures, Downloads etc...

MobiAssist Device Agents

D1 What is the difference between “Restricted Mode” and “Administrative Mode” for a Windows Desktop Agent?

A. Most of the remote control activities can be performed in the restricted mode. However, if a technician would like to accept a UAC prompt, perform switch user or reset the remote desktop, then he/she has to install the MobiAssist Desktop Agent service on the remote user’s desktop. Windows Mobile and Windows CE agents work in a single mode and they do not have any concept of Restricted or Administrative modes.

MobiAssist Administrative Page

A1 Do I have to use different URLs to log into the Administrative or User Website?

A. No, you should log-in from http://ma.soti.net/ and depending on your role you will be redirected to appropriate pages.

A2 What is a Tenant Default Queue?

A. When a tenant / company is created in MobiAssist system, a queue is created for that tenant. This queue is the default queue for the Tenant. Any new user created under the tenant will be assigned, by default, to this queue. The tenant default queue can’t be deleted; it can only be edited.

A3 What is a Default Queue for a user?

A. When a user is created under a particular tenant, the corresponding tenant default queue automatically becomes the default queue for the user. If a tenant administrator adds the user to more than one queue, the administrator has the ability to change the user’s default queue to one of the others to which he/she is assigned. The user can also choose his/her default queue if he/she is a member of more than one queue.

A4 Can I configure my Dashboard Graphs as I wish?

A. Yes, you have the ability to configure the graphs on your dashboard.

A5 Can I download report data in a spreadsheet?

A. Yes, you can download report data from spread sheet. MobiAssist also provides an ability to download all the report data in .pdf, .csv, or .xls format.