Using Usher at MicroStrategy FAQ

Transcription

1 Using Usher at MicroStrategy FAQ We appreciate your support in using Usher at MicroStrategy. Usher is not perfect yet, but it is rapidly making improvements to surpass the use of plastic. We are constantly improving every aspect of this product and utilization as much of Bluetooth as possible. We appreciate everyone s candid feedback, help and patience during this pilot. Questions What Devices and Operating Systems are supported by Usher? Do I need to delete the old Usher Wallet app? Where do I get Usher? How do I log a Helpdesk request for Usher? Why isn t Usher connecting to Bluetooth in the Elevators or Floor Lobbies? Why can t the door reader find my device? Why does Usher say I am offline when I have cellular and WiFi connectivity? I can t get in to Usher. I am stuck at the login screen. Why won t Usher let me in to the application? How do I use Usher if there is no Bluetooth available for my device? Why won t Usher read the QR Codes on the doors? Why is the app hanging while trying to access a door through any method? Where is my activation code? What Devices and Operating Systems are supported by Usher? Currently, Usher is supported for devices running ios 6 and above, and Android 4 and above. On iphone versions 4S, 5/5S and ipod 5, enable Bluetooth on the device to utilize Bluetooth for access in the elevators and floor lobbies. Bluetooth is not supported on Android. Do I need to delete the old Usher Wallet app? No, you can run both apps. This release is a Pilot and you should be able to simply add your Single Badge App and run it along side of your Wallet app. This new App doesn t have all of the features of the old Wallet app, like sharing keys and managing Settings. Where do I get Usher? To install Usher, please visit from the web browser on your ios or Android smartphone. Once on the web page, select your operating system (ios or Android) to download the application. Below is the page you should see:

2 How do I log a Helpdesk request for Usher? To log a helpdesk request click here. In the Request Type select Usher Access Issues. Fill out all required information including a summary and detailed description of the issue. Click submit and your request will be handled by an engineer who will contact you to troubleshoot your issues.

3 Why isn t Usher connecting to Bluetooth in the Elevators or Floor Lobbies? ios Devices If you are having difficulties connecting to Bluetooth from your ios device, it may be because Bluetooth Sharing is not turned on. To turn on this feature, please go to Settings > Privacy > Bluetooth Sharing, and make sure the MicroStrategy App is turned on.

4 If your ios device is still not connecting, please try turning Bluetooth off from either Control Center (ios 7) or from Settings > Bluetooth (ios 7 and below) If you are still having trouble with bluetooth, please turn off the phone and turn it on again. If the problem persists, please submit a helpdesk request if your device is MicroStrategy issued, or please visit the Apple Store for hardware troubleshooting. Android Bluetooth 4.0 is currently not supported in Android OS. Why can t the door reader find my device?

5 If it is a bluetooth problem please refer to the Bluetooth question Why isn t Usher connecting to Bluetooth in the Elevators or Floor Lobbies? If you are sure you Bluetooth is running, you should try and bring your device closer to the Bluetooth reader, as the readers are proximity based. If the problem still persists, please log a helpdesk request for facilities to investigate the reader. Why does Usher say I am offline when I have cellular and WiFi connectivity? This issue may occur when switching between connectivity points, i.e. moving from cellular to WiFi or vice versa, even between cellular connections or WiFi access points. If this issue occurs, simply kill the application and restart. In some extreme cases, you may want to try deleting and reinstalling Usher. Please refer to the question Where do I get Usher? to find out more. I can t get in to Usher. I am stuck at the login screen. Why won t Usher let me in to the application? In most cases, this could be some incorrect input in the login credentials, i.e. username or password. In the event that you are sure the login information is correct, please log a helpdesk request to make sure that everything is operational with your MicroStrategy Corporate account. How do I use Usher if there is no Bluetooth available for my device?

6 We offer two other ways to enter doors with Usher, the first is through your favorite keys. If you swipe down on the Usher Badge screen to access your favorite keys. To add a key to this screen, click the + icon, and you will see all the keys you have access to. Simply click the key or keys you would like to add to your favorites. By clicking Done in the top left corner your keys will be added to your favorites. To remove a key, from the favorites screen, simply hold the key you would like to remove and drag it to the bottom of the screen. And you can also scan a QR code at any door to open it. Simply swipe up on your badge and you will see a scanner. Hold it up to the QR Code. Usher will process the QR Code and open the door. Why won t Usher read the QR Codes on the doors? This issue mainly occurs if the picture of the QR Code is out of focus. Try moving your device closer to or further away from the QR stamp or tap the viewfinder to automatically focus. If the problem still persists please log a helpdesk request. Why is the app hanging while trying to access a door through any method? This can be caused by connectivity issues. In both the MicroStrategy Usher Application and the Bluetooth Door Reader, there are Cancel buttons to abort the current request to free you up to submit another request. Often times, simply cancelling and resubmitting should solve the problem.

7 Where is my activation code? Activation codes are only sent when activating an additional device. If you did not receive an activation code when adding a new device to your account, please first try and send the again, from clicking the link on the bottom of the activation page in the Usher application. If there is still no , please check your junk mail. The address should be sent from noreply@usher.com, so please add this to your safe sender s list. If you have already checked your junk mail, please submit a helpdesk request.