Prez Pro support documentation

Transcription

1 Updated: 11/29/17 Prez Pro support documentation Update History Sec. 4.3 Made changes to ios installation, fewer install archives to download Corrected the hyperlink for ios ipa in the installation section ios decision making tree updated Updated Install instructions ios decision making tree replaces ios issues section. See Contents Updated ios installation instructions Updated entire doc 1

2 Prez Pro support documentation Contents: Section 1 Desktop Common Issues Section 4 Installation 1.1 User Lack of Knowledge 4.1 Windows OS Installation 1.2 Desktop Version Hangs 4.3 IOS Installation using itunes 1.3 Desktop/Windows Shortcuts 1.4 Desktop Installation/Re-Installation Issues 1.5 Unable to view Documents 1.6 Font issue Section 2 Troubleshooting ios/itunes 2.1 ios/itunes Troubleshooting Section 3 Replace Files 3.1 Windows OS 3.2 ios Section 3 Replace Files 2

3 Sec. 1 Desktop Common Issues Sec. 1.1 User Lack of Knowledge Problem: Desktop version: Prep Now button (Client Prep) are missing, product collateral will not open, can t documents. Cause: User unfamiliar with differences between Desktop and ipad versions Resolution: Prep Now is only available on ipad version. Not all videos are available on Desktop version: Use ipad version or go to Collateral computer must be connected to internet to download and view product collateral. Lack of user is to select the document to open, it will open in the browser, he should then save it to their computer for attaching to an . Sec. 1.2 Desktop Version Hangs Problem: Desktop version hangs when application is opened. Users sees arrow traveling in circle. Cause: Outdated Prez_Pro.fmppp file Resolution: Replace Prez_Pro.fmppp file (see Section 3.1) Sec. 1.3 Desktop/Windows Shortcuts Problem: Desktop/Windows version worked before but now is behaving strangely. Issues include: Trouble syncing Product collateral won t open or the corporate Buzz website opens when user attempts to open document Basic functions don t work or info seems out of date Cause: A reinstall was installed incorrectly Resolution: Reinstall per Sec

4 Sec. 1 Desktop Common Issues Sec. 1.4 Desktop Installation/Re-Installation Issues Problem: Installation error, or it worked at first but doesn t function when reopening app. Cause: Desktop installation steps were not all followed. Resolution: Perform all steps in the Desktop installation process (see Sec. 4.1). Sec. 1.5 Unable to view documents Problem: User is in Docs and Data and when a document is selected to view, their browser opens to the buzz and the document does not download. Cause: Known issue that the IE needs to be open first. If IE is open, Prez Pro will properly function and download and view the document in a new browser tab. Resolution: Have IE open before selecting document to view. Sec. 1.6 Font issue Problem: Text is unreadable. Shows various characters.. Cause: Windows font management issue. Resolution: Restart the computer. 4

5 Sec. 2 ios Troubleshooting Sec. 2.1 ios/itunes Troubleshooting Tips Problem: ios Won t Update Cause: ipad 4 will not update past ipad Air should update providing there is at least 6GB of available space and on wifi not cellular data. Sometimes an old ios update will cause issues with an update until it s removed. Resolution: Remove non work related apps, photos, music, etc to gain available space. Get on wifi. If still having issues, check for old update by tapping on Settings - General- Storage & icloud Usage-Manage Storage (located under Storage) - scroll on the right side and highlight the old ios update then tap Delete. Problem: Apps under ipad is Missing in itunes Cause: This has changed in version 12.7 Resolution: Select File Sharing Problem: Unable to Install IPA file via itunes Cause: This has changed with version 12.7 Resolution: IPA can only be pushed via LanRev 5

6 Sec. 3 Replace Files Sec. 3.1 Windows OS Problem: Error dialog box states a file is damaged or issue calls for a file to be replaced Cause: Usual cause is the sync process was interrupted Resolution: 1) If user doesn t remember the name of the damaged file, have them redo the steps that caused the error dialog to appear. If they are unable, attempt a sync to try to cause the error dialog box to appear. 2) On user s computer, download the new file using the following file path replacing the xxx with the filename: 3) Replace the damaged file with the new one in the Desktop Prez Pro folder at the following path: C:\Program files x86\desktop Prez Pro 4) Open Prez Pro 5) Perform a sync: Main Menu>Update>Sync 6) Close and re-open Prez Pro to verify app is working properly 6

7 Sec. 3 Replace Files Sec. 3.2 ios Problem: Error dialog box states a file is damaged or issue calls for a file to be replaced Cause: Usual cause is the sync process or the prep process was interrupted Resolution: Verify the version of Prez Pro in LanRev, push IPA if old version. Download SolutionFiles1.zip to laptop, extract the contents of the zip file, connect the ipad to the laptop then copy files from laptop to ipad via itunes. Problem: No Menu when Prez Pro launched Resolution: Push IPA via LanRev, download SolutionFiles1.zip to laptop, extract the contents of the zip file, connect the ipad to the laptop then copy files from laptop to ipad via itunes. Problem: Icon appears as waiting Cause: Slow ISP speed. Download speed needs to be at least 10 Mbps. Not enough available space. Using ipad as a hotspot. Connected to VPN. On cellular data. Resolution: Go to location with faster internet speed. Clean up photos, non work related apps and music to gain space. Must have at least 5 GB. Disconnect from VPN on ipad and turn off cellular data thus forcing you to be on wifi as well as not using as a hotspot. Power off the ipad then back on. Problem: ErrorNotAppFile Cause: Usually occurs after a new install during Autosync Resolution: Push IPA file from LanRev Continued next page 7

8 Sec. 3 Replace Files Sec. 3.2 ios Problem: List of Files appear during sync as such: Resolution: Download SolutionFiles1.zip to laptop, extract the contents of the zip file, connect the ipad to the laptop then copy files from laptop to ipad via itunes. Problem: No Response when tap on Prez Pro icon Resolution: Push new IPA from LanRev, Download SolutionFiles1.zip to laptop, extract the contents of the zip file, connect the ipad to the laptop then copy files from laptop to ipad via itunes. Problem: Missing Collateral Resolution: Download SolutionFiles2.zip to laptop, extract the contents of the zip file, connect the ipad to the laptop then copy files from laptop to ipad via itunes. If missing videos, do the same for Solution Files3.zip. 8

9 Sec. 4 Installation Sec. 4.1 Windows OS Installation 1) Delete any existing Desktop Prez Pro shortcuts and folder as well as Desktop ibinder folder (C://Program Files (x86) >Desktop ibinder) 2) Open Start Menu and enter Software Center into search box 3) Select Software Center from search results 4) Select the Available Software tab 5) Select SS-Desktop_Prez_Pro-Desktop_Prez_Pro 6) Select Install in lower right of window 7) When the Status column shows Installed for SS-Desktop_Prez_Pro, open your Start Menu 8) Type cmd.exe in the search field at the bottom and hit the Enter key. 9) In the black command prompt window, type gpupdate /force after C:Users\xxxxxxx>. 10) A message will appear in the black window stating Updating Policy 11) Enter Y in the black window if you are asked to log out and then hit the enter key 12) Your computer may restart or force you to login back in 13) Log back in if necessary 14) Go to your desktop 15) Open the folder All Users Shortcuts 16) Right-click on the Desktop Prez Pro shortcut and select Pin to Taskbar 17) Close the folder 18) Open Prez Pro by selecting the Prez Pro shortcut on your taskbar 19) When prompted, select the entry field and type in you login id and click the submit button 20) Prez Pro will finish installing 21) Prez Pro can be used when the Ready to Use message appears 22) Delete any Desktop ibinder shortcuts Prez Pro is now Installed! 9

10 Sec. 4 Installation Sec. 4.3 ios Prez Pro Installation using itunes Requirements 6 GB free (if you need to free space delete GoodReader) ios 10.3.xx or higher Auto Lock set to 15 minutes (Settings General) itunes installed (may have to update itunes if unable to connect ipad to itunes.) Notes: The installation now requires 4 files due to the increase in video files and the Apple requirement that ipa files cannot be larger than 4 GB. The ipa needs to be installed first then the video files added after. Installation 1) Download the required files from following link using the Save As option in IE (do not connect ipad to laptop until download of files has completed): ) Extract all the contents of each zip file 3) Push the IPA file from LanRev. Ready when blue dot appears next to icon. 4) Connect ipad to laptop with lightning cable, tap Allow/Trust in the trust message 5) Select ipad icon on toolbar 6) Select File Sharing from the Settings section on the left 7) In the File Sharing section on the right of the window, find Prez Pro then scroll to the bottom to Add Files 8) Locate the extracted files from the SolutionFiles1 archive and select them all using Ctrl +A and select Open. 10

11 Sec. 4 Installation Sec. 4.3 ios Prez Pro Installation using itunes 9) Allow files to copy over 10) Repeat steps 8-10 for files SolutionFiles2 and SolutionFiles3 11) Open Prez Pro on ipad. If you get an untrusted error message go to Settings General Profiles & Device Management to Trust SuperMedia LLC. 12) Enter LAN ID when prompted 13) Prez Pro will then finish installation and perform a sync 11

12 Sec. 5 Restore ios 1) This process may take over an hour depending on the internet connection speed 2) Close all apps on the ipad 3) Ensure ipad has 30% battery life remaining 4) Open itunes on the laptop 5) Connect ipad to laptop with lightning cable, tap Allow/Trust in the trust message 6) In itunes, select the ipad icon in the upper left. 7) Select Restore ipad 8) Select Back Up in the next pop up window 9) Select Restore in the next pop up window 10) itunes will download software, extract it, backup the ipad, then restore the ios. The ipad will restart and the Apple logo will eventually appear on the ipad with a progression bar below. The ipad will restart again and the Apple logo will appear with another progression bar below. 11) Press the home button twice and tap on English in the list.. 12) Select United States 13) Connect to a Wi-Fi access point in the next screen or choose to skip 14) Enable Location Services 15) Select Restore from itunes Backup 16) In itunes on the laptop, select Continue in the Welcome to Your New ipad screen (if screen is not showing, unplug and plug the ipad cable back into the laptop. 17) Enter your password for your ipad backup if necessary. itunes will then restore your data from your backup. The Apple logo will appear on the ipad with a progression bar below. 18) Copying the back up file to the ipad is completed when the progression bar shows completed, the ipad goes dark and itunes does not have any messages at the top center of the screen. 19) If the ipad has gone dark, press the home button twice. 20) The ipad will prompt you to enter a new passcode. It can be the same as your previous one. 21) You may see your ipad re-installing apps on the home screen. This is displayed by a progressing clock face. 22) If Prez is not re-installed, reinstall via Sec. 4.2 or the Prez Pro Wireless install job aid. 12