Tech Support (Provider)

You can view information on a product's settings via the Technician site or the Touchscreen site. For a description of each site, see Modifying settings in a product

To view a product's operational settings:

1. If the product is not displayed in the IBC Dashboard Products (Home page) list, go to the Search box and enter the product name or MAC address.
2. Select either , or in the row associated with the product.
3. Select Exit to exit the site.

You can perform a software update from the Technician and Touchscreen sites.

You can make operational adjustments to a product managed by your provider using two methods: the Technician site and the Touchscreen site accessible via the and or buttons.

Difference between the Technician and Touchscreen sites

Both sites access the same information. Selecting the Technician button displays a dashboard-representation of a product's settings. Selecting the Touchscreen button displays a representation of a product's touchscreen controller.

On a desktop, the Technician site displays more information on the screen about a product's operation including a unique view of multi-product systems when viewing the Master product's settings.

Technician (Dashboard) view

The Touchscreen site is designed for a small screen such as a smartphone.

Touchscreen Homepage Standby page

To modify a product's settings:

1. If the product is not displayed in the IBC Dashboard Products (Home page) list, go to the Search box and enter the product name or MAC address.
2. Select either , or associated with the product.

   	Note
   	The "Diagnostics" menu is read-only, and is reserved for IBC technical support staff.

   To view how to make changes in the V-10 touchscreen controller, see .

3. Make changes as required.
4. To save your changes, select (to exit without saving, select ).
5. To return to the IBC Dashboard page, select the Exit button in the top-right corner.

You can view a product profile to check certain information such as whether a product is activated.

To view information about a product (via a product group), In the Welcome area (top-right corner), select the down arrow and then select .

products that you can view will be displayed in the "product Group and/or "User Owned products" section.

You can modify a product's profile, for example, update contact information. Note that the User Owner and Status boxes cannot be edited.

To edit information about a product:

1. If the product is not listed on the IBC Dashboard Products Home page, go to the Search box and enter the product name or MAC address, and then press Enter.
2. Select in the row associated with the product profile you want to edit.
3. On the product Profile page, select .
4. On the Edit product Profile page, make your change(s).
5. To save your changes, select (to exit without saving, select ).

You can view your provider's contact information as well as view associated product groups and products managed by your provider.

To view your provider's contact information and associated product groups:

1. Select , and then select product Groups.

   The product Groups page lists one or more product groups associated with your provider if your user role allows you to view the product groups.

2. To view information on your provider, select a blue link in the Provider column.

   The Provider Profile page lists your provider's contact information as well as a list of product groups and products managed by your provider.

3. To view products associated with a product group, select a blue link in the product Group column.

An installer key (use only with products set up with software version 1.10.1 or later) is a file that contains a provider's profile. An installer key is used to assign a product to a provider at the time of product registration from the controller. The advantage of using an installer key is that it simplifies the process for the Provider Installer: the product is automatically assigned to the user owner and provider, and activated in the portal as it registers.

To download an installer key:

1. Select the Welcome user drop-down arrow (beside the Username) in the top-right corner of the IBC portal page, and select Profile.

   

2. Select .

3. Select to download the installer.key file to your computer.

4. Copy the installer.key file to a USB stick.

   	Note
   	You will need to copy the installer.key to the main top-level folder/directory on your USB stick. When registering, the touchscreen controller will only look in the top-level directory/folder, not subfolders/subdirectories. Also, ensure that the file name is "installer.key".

5. With the USB inserted in the touchscreen controller (see ), do the following:
6. Tap the Standby > Installer Settings > System Settings > Network Settings.

7. Scroll down to the Internet Portal area, and tap the Register button.

   The "Grant IBC access to your product" pop-up is displayed.

8. To confirm that you allow IBC to access the product, tap Yes>OK. Do not select "restart the product" until registration is complete.

   Warning

   While the product is registering: Do not select "Save" after pressing the "Register" button because the product will restart. Do not reboot the product controller until registration is complete. Rebooting a product with a USB stick inserted in the controller causes a new port to be assigned to the USB port. Thus, during portal registration, the installer.key is not found. To restore default port names, reboot the product without the USB stick.

   Successful product registration to the IBC portal typically takes up to 10 minutes.

   During the product registration process, the Internet Portal button changes to "Working" (possibly "Fault"), and when registration is successful, to "Unregister".

9. If, after 10 minutes, the Internet Protocol button still displays "Register", restart the product, and then repeat the registration process using the installer key.

   

   Troubleshooting:
   1. If the product is disconnected after registration, view the product record to determine if there is an "Allow product Re-registration" button. Press the button and wait for the re-registration to complete.
   2. If the button displays "Fault", tap the button and confirm to unregister the product. Wait 10 minutes, wait for the button to change to 'Register', and then restart the product.
   Restart registration.

   If the Internet Protocol button says "Fault", see Troubleshooting the IBC V10 portal.

You can change your password after logging in.

To modify your password if you are logged in:

1. In the Welcome area (top-right corner), select the down arrow and select Profile.
2. Select .
3. On the Change Password for User page, complete the Password boxes.
4. To save your changes, select (to exit without saving, select ).