MformationThe mobile device management software company

Diagnostics Manager

An on-demand support solution for remotely diagnosing and resolving mobile device problems

Enterprise and consumer customers increasingly depend on their mobile devices. It is critical that these devices deliver services of superior quality. When customers call for help, they expect quick diagnosis and rapid resolution to their problems. Supporting remote devices is difficult. Without visibility into the current state of the device and its software, it is difficult to pinpoint and then resolve problems. And when new services don’t work out of the box, or problems aren’t addressed quickly the first time, frustrated customers either stop using new features and services, or switch providers, resulting in significant revenue loss.

Diagnostics Manager provides remote, real-time access to the current status of the devices being used by the customers, including: service settings, vital signs and software inventory on mobile devices, enabling operators to solve customers' device and service problems rapidly and accurately. It provides on-demand visibility into data service parameters, along with real-time, in-depth device state and service status information, ensuring a complete and up-to-date picture of each device. It also enables service settings to be updated over the air so that service problems can be addressed quickly and accurately. The product supports a wide range of devices—from standards-based devices to the latest smartphones. A dedicated certification team ensures support for the latest devices as they come to market.

Settings diagnostics

• A real-time view of the device make and model, including firmware version
• A real-time view of current device service settings and software inventory
• Current settings on the device, listed side-by-side with the correct settings stored on the server. User-provided settings on the device are listed.
• Automatic detection and highlighting of incorrect settings or setting mismatches
• The ability to send the correct service settings to the device over the air to ensure that the device is configured correctly for the service

Device vital signs and details

• Current, detailed information about the device and its state(device type, data coverage, battery, memory, storage, device status, Bluetooth status, client version, etc.)
• Current service-status information (coverage, location, network, roaming, etc.)
• Information about processor and radio versions
• History of service status and of commands issued to/from the device
• The ability to schedule diagnostics actions on groups of devices in real-time, at intervals or during off-peak hours