General
.: Why is remote access to devices useful?
By providing you remote access to real handsets in live networks, we bring these devices and their networks to your desktop. Therefore, you no longer need to be "in-market" to do validations of your content and applications. Now you can leverage DeviceAnywhere to realize huge cost savings, to get your products to market faster, and to expand your market reach by addressing networks outside your geographical location.
.: What can I do with these remotely accessible devices?
You can do anything on a DeviceAnywhere device that you would do on a handset that is physically in your hand. For example, you can press the device's keypad buttons, press its side buttons, speak into your PC's mic to speak into the handset's mic, view the handset's LCD display, hear its speaker and ringer sounds, and even connect/disconnect its battery, power supply and data-cable. Therefore, you can make calls, browse WAP sites, send/receive messages, and much much more.
.: Is my Intellectual Property protected?
We take IP very seriously. While you are using a device, no one is able to see your device’s screen, except for users on your account (or Mobile Complete support personnel) that you have expressly invited to share your view. We have also implemented automated cleanup scripts that clean the device at the end of each session. These scripts “wash” the device, deleting all downloaded or installed applications, clearing the browser cache, and removing other usage footprints like text and/or picture messages. Note however, that protection of your organization’s IP is ultimately your responsibility. Therefore, if there is particularly sensitive material that you are testing, best practice is to remove this material from the device before releasing it. If at any point you need assistance in cleaning a device, our support team is available to assist you 24X5 (dasupport@deviceanywhere.com).
.: I've heard you mention collaboration. How do you facilitate that?
We believe that mobile development is a highly collaborative process with multiple companies (developers, porting companies, consulting companies, testing companies, and publishers) working together to launch products to market. Keeping that in mind, we have incorporated several collaboration features into DeviceAnywhere to ease the collaboration effort to help you launch projects sooner, with less hassle.
Our collaboration features include, ability to export one or multiple frames into a web repository so multiple people can share and see what actually happened on the device, ability to export movie clips from device activity to show collaborators actual application and device behavior, and the ability to share a device session with multiple collaborators (sort of an online meeting system). We also provide built-in online forums where you can share and communicate project information, etc.
.: I'm having trouble logging into my MobileComplete account? Perhaps I'm messing up my password.
If you have subscribed to DeviceAnywhere service, you should login at www.deviceanywhere otherwise login directly from www.mobilecomplete.com.
Your user name is usually the primary email address you have used when first subscribing to the service and the password could be reset by contacting support@mobilecomplete.com
Capabilities
.: Can I make voice and data calls?
Yes. Each DeviceAnywhere handset is equipped with a voice and data plan, so you can utilize all available network services. Additional usage fees may apply for each voice/data service usage, as billed directly by the carrier. We ensure devices are hosted in areas of reliable RF coverage to eliminate issues of bad radio reception.
.: How do I install my application on a device?
You can either download your applications over the air (OTA) or, if the device supports it, using a data cable. For example, DeviceAnywhere supports Qualcomm BREW devices via the BREW app loader. Simply right click on the face of the device, select "connect data cable" (if this feature is supported) and then launch the BREW app loader to upload your application.
BREW Application Upload Guide
.: What happens to my application or data once I release the device?
We have taken every precaution to protect your intellectual property. We have created a series of scripts to wipe the memory of the devices and take them back to a default state. However, it is your ultimate responsibility to ensure that your data was erased completely. This is why we recommend that you delete the application yourself after testing, and not leave it up to an automated process.
By clearing your applications yourself, you ensure your data is protected, with our re-set script acting as insurance.
.: Where are my test results stored?
All test results are stored in a database created for you when you subscribe. As long as your account is in good standing, you will always have full access to all historical logs and test results.
.: Can I export my test results outside the DeviceAnywhere environment?
No. This is currently not supported. Although one aspect of recording your interactions is to generate an Mpeg4 movie, which you can use outside the DeviceAnywhere environment. You can also generate URLs that go directly to your test results and frame exports; these URLs can be safely emailed around.
.: Can I share my screen with other users?
Yes. Just click on the "Share Screen" button in Device Conductor (in the device toolbar), and select the other users that you want to invite (this list will only show other users from your company's account who are already logged into the service).
.: What about audio and video, do you capture that as well?
Yes. We capture up to 15 frames per second and store it frame by frame to make it easy for you to locate and annotate problem areas. Please note however, that we do not save audio separately. The only way to preserve an audio stream is to export the results into an Mpeg4 movie. There are currently no audio specific tools available.
.: What about scripting and automation?
Stay tuned...we are working on some exciting new features that will enable you to automate your on-device testing.
Troubleshooting
.: How do I report a problem?
By clicking on the "Report Issue" link in the upper right hand corner of the Mobile Harmony web interface.
.: Help, I can't seem to sign up!
Occasionally, new subscribers experience problems trying to sign up from international locations. This is usually due to firewalls, pop-up blockers, and other Internet security measures. If you continue to have problems, just give us a call, and we'll take care of it immediately.
.: Do you have live technical support? Can I get 24x7 support?
We do have live technical support. However, using e-mail to report a problem usually results in faster resolution, as our support teams are spread out all over the world, in order to cover as many time zones as possible. Currently we are offering 24x5 live technical support.
.: What if a device freezes up during operation?
To ensure complete remote access and control of these devices, we provide you control over their hardware aspects as well. From your desktop client, you are able to disconnect/connect devices batteries, power chargers, data-cables, flip them open/close, etc. Therefore, a hard device reboot is as simple as a mouse click from your desktop computer.
.: I see but can't access all the devices in my carrier package, what's going on?
It could be that others have reserved a device you also want to use, in that case, just select the "Wait for Device" selection in the device lock pull down menu. If that does not seem to work, it could be that the device has been taken down for service or upgrade.
.: Sometimes when I lock a device, the screen is garbled and out of sync, how do I get around that?
Sometimes devices go into a state where the video display is distorted or out of sync. Nine times out of ten, a power cycle will clear up this problem. Either power down the phone or disconnect the battery. Once power is re-applied, this is usually enough to get the device working properly again.
.: I seem to be having problems using anything other than Internet Explorer, when will you support other browsers, such as Mozilla and or Opera?
Currently, there are no reported incompatibilities with Mozilla based browsers, we have not fully tested Opera browsers or Macintosh functionality. However, several customers have reported no problems using an Apple Macintosh. We will notify existing customers when new capabilities are added.
Using DeviceAnywhere
.: How does it all happen? How do I connect to a device?
Once you have subscribed and logged into your DeviceAnywhere account, you then click on the "Launch DeviceAnywhere Studio" link in the upper right hand corner of the Mobile Harmony web page. An automatic download of our JAVA Swing desktop client "DeviceAnywhere Studio" will then begin. DeviceAnywhere Studio is the primary interface for controlling and accessing the devices.
.: How will you notify me of software updates?
As our primary application, DeviceAnywhere Studio is a Java Swing application, a revision check is done each time it is launched in order to make sure you are working with the very latest version of our software.
.: How do I request a new device to be added?
By clicking on the "Request Device" link in the upper right hand corner of the Mobile Harmony web page and telling us which handsets you would like to see added to the service. Once we receive several requests for a new device, we will add it to the production queue.
.: Can I make advance device reservations?
Yes, we highly encourage making advance device reservations using our built-in reservation system. That way you are guaranteed device availability at the time that is most convenient or critical for you. You can always access any available device without a reservation on a first-come-first-served basis. Of-course, users with advance reservations have a higher priority than "walk-in" users.
.: What if I experience a problem?
Just click on the "Report Issue" link in the Mobile Harmony interface and give us the details, someone will get back to you within a few hours.
.: I am unable to launch DeviceAnywhere Studio.
Go to your start menu -> Run
Type javaws and hit ok
A console should appear and you should see the DeviceAnywhere Studio Application.
Highlight all instances of DeviceAnywhere Studio and click Remove Application.
After all instances of DeviceAnywhere Studio are removed, go back to the website and try launching DeviceAnywhere Studio again.
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