MotorolaWorldwide
Search
Service ProvidersBusinessConsumers
Home » Support » Software » eCare

eCare

Frequently Asked Questions

ECare Admin

ECare Agent

eCare Customer 

 

ECare Admin

I've made some changes to the preferences in the admin pages.  Why do I get a "403: Forbidden" message when I click the Restart Service button?

Standard admin accounts do not have permission to access the Marae admin page to restart services.  Log out and log back in with a site admin account instead of a standard admin account.

Why do I get the following message "The system is undergoing maintenance. Please try again later." when trying to access the ticket submission form, ticket queue, or admin pages.

Your Remote Assistance service did not start correctly.  To start your  Remote Assistance service browse to http://[server]/[service]/manage (where “server” is the name of your Remote Assistance server and “service” is the name of your Remote Assistance service).  Enter your site admin credentials.  Click the Start Marae System link.

How do I change the password for the site admin account?

Log into the ticket queue using your site admin credentials and click the Change Password button in the upper right-hand corner to the ticket queue page.

ECare Agent

How secure is eCare?

eCare is very secure.  eCare's screensharing sessions utilize industry standard SSL 128 bit encryption, which ensures that the Internet connection is secure.  All SBC Remote Assistance communication occurs through standard HTTP and HTTPS ports.  This allows you to maintain the safety of your firewall or VPN, while using fast, friendly support.  In addition, eCare requires password authentication before a support agent can log in and service tickets. 

If they want more:  With the combination of password authentication, proprietary data encoding, and support for SSL, eCare provides a secure connection over which the most sensitive data can be passed with confidence.

Why can't I download the client? 

In order to use eCare, your browser security level should be set to ‘default level' for ‘Internet'.  To set Internet security to ‘default' in Internet Explorer, go to the Tools > Internet Options menu and select the ‘Security' tab.  Select ‘Internet' and click on ‘Default Level' under the ‘Security level for this zone'.  Then click the ‘OK' button to save the change and close the ‘Internet Options' window.

How big is the Active X client and how long does it take to download it? 

The Windows client is approximately 787K and the Mac OS X client is approximately 1.3MB.  The client usually takes only a short while to download, however the time can vary somewhat depending on the speed of your Internet connection.

What are the system requirements for eCare?

To sign in to the eCare queue and connect to remote computers, you must have the following system software and browser version.  These requirements also apply to customers you want to connect with, using a eCare client.

SBC Remote Assistance System Requirements

 

Windows

Macintosh

Operating System

Windows 98 Second Edition, Windows 2000, Windows ME, Windows XP, Windows 2003

Mac OS X version 10.3.9 or greater

Web Browser

Internet Explorer 5.5 or greater

Safari 1.3 and greater

Browser Settings

Java, JavaScript, and ActiveX enabled
Medium security or lower
Cookies must be allowed

Plug-ins and JavaScript enabled
Cookies must be allowed

Permissions

ActiveX control installation privileges (on Windows NT-based computers)

Administrator privileges on the local computer

Pop-up Blockers

Pop-up blockers must be disabled

Pop-up blockers must be disabled

What Internet Explorer settings are needed for eCare to work?

Both customers and agents should set their browser security level for the Internet zone to  ‘default' in order to use eCare.  This can be done by clicking on the Default button in the Security tab for the Internet zone.  This will reset all security settings and move the security slider to the ‘Medium' setting.

If the security slider is set to ‘Custom', the following individual settings must be set:

  • "Download signed ActiveX controls security" option is set to Prompt
  • "Active Scripting security" option is set to Enabled
  • "Java Permissions" option is NOT set to Disabled
  • "Run ActiveX controls and plug-ins option" is set to Enabled

Where does the eCare client reside on the hard drive?

  • The ActiveX control for Windows systems resides in C:\[WINDOWS or WINNT]\Downloaded Program Files\CobAgent4 Class. 
  • On OS X Macs the SBC Remote Assistance plug-in resides in the Library: Internet Plug-Ins folder in the logged in user's home folder.

How do I uninstall the eCare agent?

  • Windows: Delete the CobAgent file located in the C:\[WINDOWS or WINNT]\Downloaded Program Files\CobAgent4 Class.
  • Mac: Delete the Netopia RC Plugin file in the Library: Internet Plug-Ins folder in the home folder of the logged in user.

Where can support agents go to change their passwords?

In order to change a password, you will need to know your current password.  Agents should log into the ticket queue and click the Change Password button in the upper right-hand corner of the ticket queue screen.  If you don't remember your current password, talk to the eCare administrator to reset your password.  The site administrator can reset your password without having to enter the current password.

Do I have to install anything on my machine to service a customer ticket?
Windows: 

An Active X component is required for the View Remote User, Control Remote User, and Examine System features to work.  You will be prompted to download and install the Active X component after logging into the ticket queue for the first time. The Active X download is only 787K and installs in seconds. No relaunch of the browser, or reboot of the machine is needed. 
 
Mac:  A plug-in is required for the View Remote User, Control Remote User, and Examine System features to work.  You will be prompted to download and install the Active X component after logging into the ticket queue for the first time.  Once downloaded, it must be installed by launching the installer for the plug-in.  After the installation has completed, you must shut down and restart Safari and then log back into the ticket queue.

Will eCare work through a firewall or proxy server?

eCare uses the HTTP port (port 80) for initial communications and services between the Support Agent and the Client. The SSL port (port 443) is used for the View Remote User and Control Remote User features. Because of this, firewalls and/or proxies do not have to be reconfigured to enable online support, thus maintaining the safety of the corporate network. 

How can I disable the clicking sound I hear when the ticket queue refreshes?

The clicking sound comes from a system-wide setting in the Sounds and Multimedia control panel.  To disable the clicking, go to the ‘Sounds' tab and change the setting for the ‘Start Navigation' sound event to ‘None'.  (This setting is under the Windows Explorer section of the Sound Events field.)  Click the ‘Apply' button and restart your browser to finish disabling the clicking sound.  This clicking sound is the same sound your system makes when you click on a folder in Windows Explorer.  Once this sound is disabled, you'll no longer hear a click when opening a folder, etc.

Why does nothing happen when I pick up a ticket in the queue?

The ticket might already be serviced by another support agent.  If this is the case the ticket will display “Servicing” in the Status column in the ticket queue.  The other possibility is that you have a pop-up blocker that is blocking the agent session window.  Turn off your pop-up blocker.  You'll have to shutdown Internet Explorer, restart it, and log back into the ticket queue if you're using the built-in pop-up blocker.  Turning off the Internet Explorer built-in pop-up blocker in the middle of the SBC Remote Assistance session will kill it.  This may not be the case with 3rd party pop-up blockers such as those included with the Google and Yahoo toolbars.

Why are none of the screen-sharing buttons available but Examine System is?

You are logged into the ticket queue with a standard agent account.  Ask your SBC Remote Assistance administrator to convert your account to a premium agent account.  Standard agents can only use Chat and Examine System.  They do not have permission to use screensharing features.

Why is the Remote Tasks tab missing or completely empty?

Either the customer submitted a ticket from a browser that is not supported or you logged into the ticket queue from a browser that is not supported.  Supported browsers include Internet Explorer 5.5 or higher on Windows 98 Second Edition and higher or Safari 1.3 or higher on Mac OS 10.3.9 or higher.

An error dialog "A runtime Error has occurred. Do you wish to Debug?" appears when your customer attempts to access the ticket submission form or after you log into the ticket queue.  What does this mean?

The version of Internet Explorer 5 or earlier used to access the ticket submission page or log into the ticket queue is not supported by eCare, which requires Internet Explorer 5.5 and higher.   Upgrade Internet Explorer to 5.5 or higher and this error message will no longer appear.

None of the screen sharing functionalities works to your customer's Mac OS X computer.  However, Examine System seems to work fine.

Check to make sure that their version of Mac OS X is not 10.2.8 running Safari 1.0.3.  The current version of SBC Remote Assistance does not support OS 10.2.8 and Safari 1.0.3.  The minimum system requirements are OS 10.3.9 running Safari 1.3.

When asked to install the Netopia screen-sharing component on Windows XP, I click the Install button.   The Installing Browser Add-on window pops up with a progress bar that just keeps going and going and going...

The current logged in user account does not have admin privileges on Windows XP.  Log out of Windows XP and log back in with an admin level account to install the Netopia screen-sharing component required for remote control functionality in eCare.

When I use Request File with a customer the following error message appears in the session transcript: “Agent File transfer server error: com.caucho.vfs.ClientDisconnectException: java.net.SocketException: Connection reset.”  What does this error message mean?

Some of Windows XP Internet Explorer 6's security features are blocking the download of the requested file to your computer.  Add the eCare server to your list of trusted sites and this problem should not occur again.  Doing this will interrupt the flow of communication between your browser and the eCare server so you will have to log back into the ticket queue again.  The customer's ticket is automatically escalated when this happens.

If you are in the middle of an eCare session, click the yellow strip at the top of the eCare session window warning you "To help protect your security, Internet Explorer blocked this site from downloading files to your computer.  Click here for options."  From the menu select “Download Files”.  Nothing will actually be downloaded but this will allow you to continue the session.  Invoke the Request File service again.  This time you should be prompted to save the file after the customer has sent it to you.

Why do I have problems clicking on things in the screensharing window?  For example when I click on the X to close a window it doesn't close and when I try to resize a window it won't resize. 

This is a position translation error in the screensharing window that occurs in the "2-Color Grayscale" and "4-Color Grayscale" modes.  In other words, if you place your cursor on a specific pixel in the screensharing window, it will be shifted down and to the right on the customer's computer.  This makes it difficult to click on things because what you're actually clicking on isn't exactly where you think.  This is most noticeable when trying to grab the edge of a window--you miss it and can't understand why!  To avoid this problem use at least “8-Color Grayscale" mode or above for your Control Remote User sessions since they do not exhibit this behavior.

eCare Customer 

If I click ‘Allow', will you have access to my entire system?

If View Remote User:  No, I will only be able to observe what you're doing.  You will have complete control of the mouse and keyboard.  You can stop the session at any time by clicking the ‘Stop' button in the Host Control dialog.  Clicking the ‘Stop' button will not end the eCare session; it will only stop the View Remote User session. 

If Control Remote User:  Yes, but you'll always have priority and thus ultimate control over the mouse and keyboard.  You'll be able to watch everything I'm doing and see me move the cursor and open windows.  In addition, you can stop the session at any time by clicking on the ‘Stop' button in the Host Control dialog.  Clicking the ‘Stop' button will not end the eCare session; it will only stop the Control Remote User session. 

How secure is eCare?

eCare is very secure.  eCare sessions utilize industry standard SSL 128 bit encryption, which ensures that the Internet connection is secure.  All eCare communication occurs through standard HTTP and HTTPS ports.  This allows you to maintain the safety of your firewall or VPN, while using fast, friendly support.  In addition, eCare requires password authentication before a support agent can log in and service tickets. 

If they want more:  With the combination of password authentication, proprietary data encoding, and support for SSL, eCare provides a secure connection over which the most sensitive data can be passed with confidence.
 
Will you be able to get back to my system after the session has ended?

No.  eCare sessions can only be initiated by the customer.  Agents cannot initiate sessions.  Once this session is over, there's no way I can get back to your system.   In addition, all View Remote User, Control Remote User, Examine System, and Send File connections to your (the customer's)  computer occur on an Ask for permission basis and must be explicitly approved.

Why can't I download the client? 

In order to use eCare, your browser security level should be set to ‘default level' for ‘Internet'.  To set Internet security to ‘default' in Internet Explorer, go to the Tools > Internet Options menu and select the ‘Security' tab.  Select ‘Internet' and click on ‘Default Level' under the ‘Security level for this zone'.  Then click the ‘OK' button to save the change and close the ‘Internet Options' window.

How big is the Active X client and how long does it take to download it? 

The Windows client is approximately 787K and the Mac OS X client is approximately 1.3MB.  The client usually takes only a short while to download, however the time can vary somewhat depending on the speed of your Internet connection.

What are the system requirements eCare?

To be able to submit a support ticket to your eCare queue and take full advantage of all eCare functionality including screensharing and Examine System features, you must have the following system software and browser version.

SBC Remote Assistance System Requirements

 

Windows

Macintosh

Operating System

Windows 98 Second Edition, Windows 2000, Windows ME, Windows XP, Windows 2003

Mac OS X version 10.3.9 or greater

Web Browser

Internet Explorer 5.5 or greater

Safari 1.3 and greater

Browser Settings

Java, JavaScript, and ActiveX enabled
Medium security or lower
Cookies must be allowed

Plug-ins and JavaScript enabled
Cookies must be allowed

Permissions

ActiveX control installation privileges (on Windows NT-based computers)

Administrator privileges on the local computer

Pop-up Blockers

Pop-up blockers must be disabled

Pop-up blockers must be disabled

What Internet Explorer settings are needed for eCare?

Both customers and agents should set their browser security level for the Internet zone to  ‘default' in order to use eCare.  This can be done by clicking on the Default button in the Security tab for the Internet zone.  This will reset all security settings and move the security slider to the ‘Medium' setting.

If the security slider is set to ‘Custom', the following individual settings must be set:

  • "Download signed ActiveX controls security" option is set to Prompt
  • "Active Scripting security" option is set to Enabled
  • "Java Permissions" option is NOT set to Disabled
  • "Run ActiveX controls and plug-ins option" is set to Enabled

Where does the eCare client reside on the hard drive?

  • The ActiveX control for Windows systems resides in C:\[WINDOWS or WINNT]\Downloaded Program Files\CobAgent4 Class. 
  • On OS X Macs the eCare Internet Explorer plug-in resides in the Library: Internet Plug-Ins folder in the logged in user's home folder.

How do I uninstall the eCare agent?

  • Windows: Delete C:\[WINDOWS or WINNT]\Downloaded Program Files\CobAgent4 Class.
  • Mac: Delete the Netopia RC Plugin file in the Library: Internet Plug-Ins folder in the home folder of the logged in user.

Do I have to install anything on my machine?

Windows:  An Active X component is required for the View Remote User, Control Remote User, and Examine features to work.  For first time eCare users, the Active X component will be automatically downloaded and installed after they approve it.  The prompt to install the Active X control appears when you access the eCare ticket submission page for the first time. The Active X download is only 787K and installs in seconds. No relaunch of the browser, or reboot of the machine is needed. 
 
Mac:  A plug-in is required for the View Remote User, Control Remote User, and Examine System features to work.  You will be prompted to download and install the Active X component after accessing the ticket submission page for the first time.  Once downloaded, it must be installed by launching the installer for the plug-in.  After the installation has completed, you must shut down and restart Safari and then return to the ticket submission page.

Will eCare work through a firewall or proxy server?

eCare uses the HTTP port (port 80) for initial communications and services between the support agent and the client. The SSL port (port 443) is used for the View Remote User and Control Remote User features. Because of this, firewalls and/or proxies do not have to be reconfigured to enable online support, thus maintaining the safety of the corporate network. 

Are my mouse and keyboard locked during a Control Remote User session?

As a standard security feature, the customer's mouse and keyboard are NOT locked. In fact, you (the customer) always have first-priority control over the mouse and keyboard during a remote control session.

Can I disconnect a support agent from controlling or observing my machine once connected?

At the onset of the screen-sharing session, a Host Control window with a “Stop” button will appear. At any time, you can click this button to end the View Remote User or Control Remote User session.

An error dialog "A runtime Error has occurred. Do you wish to Debug?" appears when I attempt to access the ticket submission form.  What does this mean?

Your version of Internet Explorer 5 or earlier is not supported by eCare, which requires Internet Explorer 5.5 and higher.   Upgrade Internet Explorer to 5.5 or higher and this error message will no longer appear.

Why do I keep getting prompted to install the eCare plugin on Safari over and over?  I've already installed it.

Safari requires a restart of the browser for the screensharing plugin to become available for use.  Shut down and restart the Safari application.  You should not be prompted to install the plugin again.

When asked to install the Netopia screen-sharing component on Windows XP, I click the Install button.  The Installing Browser Add-on window pops up with a progress bar that just keeps going and going and going...

Your current logged-in user account does not have admin privileges on Windows XP.  Log out of Windows XP and log back in with an admin level account to install the Netopia screen-sharing component required for remote control functionality in eCare.

None of the screen sharing functionalities works to my Mac OS X computer.  However, Examine System seems to work fine.

Check to make sure that your version of Mac OS X is not 10.2.8 running Safari 1.0.3.  The current version of eCare does not support OS 10.2.8 and Safari 1.0.3.  The minimum system requirements are OS 10.3.9 running Safari 1.3.

Revision: 08/2006

 

 

 

 

 

www.motorola.com  |  Terms of Use  |  Privacy Statement   |  Media Center  |  Site Map  |  Contact Us
© 2008 Netopia, Inc., a Motorola Company. All rights reserved.