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myStargate: Support Agent

The Support Agent can be launched via two methods:

1. Select "Support Agent…" from the Taskbar Icon.
2. Select "Support Agent…" from the Dashboard Tools menu.

Support Agent Panels

PLEASE NOTE: To view the actual FAQs, SOLUTIONS, and DISCONNECT information in the Support Agent Tech Support panel, click here. This page is the actual Support Agent content from an installation. Do NOT click "Run Diagnostics".

Virtual App - Support Agent: To start the vApp at the first panel, Connecting, click here.

Note: Click links to see screenshots of Support Agent.

Obtaining Tech Support Panel - This panel contains an embedded IE browser control which renders locally stored HTML content. The content contained in this panel is usually supplied by the myStargate System Administrator when the build is created and may be periodically refreshed remotely.

Diagnostic Tools Panel - The Diagnostic Tools Tab contains shortcuts to applications that may be useful during a support call. The support technician can direct an end-user to this panel to launch a specific executable contained within, saving navigation time. The applications that are configured into this tab varies by OS.

Windows 98

• Edit Active Configuration – Opens the profile editor for the active myStargate configuration.
• Hyperterminal – Launches the HyperTerminal application for communicating with a modem.
• Internet Diagnostics – Immediately executes the myStargate application diagnostics against the active profile.
• ScanDisk – Launches the ScanDisk utility for disk repairs.
• System Information – Launches the System Information utility for gathering system information.
• WinIPCfg – Launches the WinIPCfg utility for viewing information about the current TCP/IP connection.

• Edit Active Configuration – Opens the profile editor for the active myStargate configuration.
• Internet Diagnostics – Immediately executes the myStargate application diagnostics against the active profile.
• System Information – Launches the System Information utility for gathering system information.
• WinIPCfg – Launches the WinIPCfg utility for viewing information about the current TCP/IP connection.

Internet Settings Panel - The Internet Settings Panel provides detailed information about the subscriber’s current settings. For applications that support multiple profiles, it will look for the application profile that was created by myStargate (generally named the same name as myStargate or with suffix "-news" or "-mail") and will display the current settings for that application profile.

For applications that only support a single profile, myStargate will display the current application settings. If conditions 1 & 2 above are not met, myStargate will not display information for the application. The subscriber can click on an icon on the left (corresponding to an application) to bring up current information about that application.

Tip: The active myStargate profile is displayed when the "myStargate Settings" icon is selected.

Events Log Panel - myStargate keeps a log of events that occur within the myStargate environment. It will log diagnostic failures, modem failures, dialing sequences and more. Click here for an example Event Log file.

By default myStargate logs the following information:

• myStargate startup/shutdown information
• Connection sequence events
• Update events
• Diagnostic failures
• Other Errors

Location of the Log and Retrieving the Log

The log is stored as an HTML file in the "C:\Program Files\myStargate Connection Kit\log.html" file. This file can be e-mailed or printed and faxed.

A copy of the Event Log can also be obtained by selecting all (Ctrl+A) and copying (Ctrl+C) the information into an email by pasting (Ctrl+V). Note that right-clicking and selecting "Copy" in the Event Log is not an option; the customer must use the copy keyboard command (Ctrl+C). When pasting into an email or notepad, however, the customer can right-click and select "Paste".

Resolving Support Agent Issues

"Tech Support Page Error" when opening Support Agent
You may get an error when opening the Support Agent that states "Tech Support Page Error". This page occurs when no active profile has been set within myStargate. Common causes of this problem are:

• Subscriber has cancelled account setup and attempted to launch Support Agent (i.e. no myStargate Profiles).
• Subscriber has renamed the previous active profile and then attempted to launch Support Agent.
• Subscriber has deleted the previous active profile and then attempted to launch Support Agent.

This error can be resolved as follows:

1. Open "My Computer\Internet Connections".
2. If there are any profiles available, then double-click on one to open it. This will open a dashboard and set that profile as the active profile. The subscriber can then freely open the Support Agent.
3. If the subscriber has no profiles, they should create a profile using Account Setup.
4. If those fail, the subscriber should perform an uninstall\re-install routine.

"Read Only" error when opening a profile editor
When editing a profile, you may see an error that says: "The connection Stargate cannot be edited here because it is either read-only or it's open in another application."

This error message is generated if you try to edit the active configuration while the dashboard is open. To avoid getting this error message close the Dashboard before trying to edit the active configuration.

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