Frequently Asked Questions

 

Why is remote access to mobile devices useful?

By providing remote access to real devices on live networks you no longer need to be “in-market” to validate your mobile apps and websites. You also realize huge cost savings, get your products to market faster, and expand your market reach by addressing networks outside your immediate geography.

What can I do with these remotely accessible devices?

SIGOS App Experience is built on our patented Direct-to-Device® technology which allows testers to remotely interact and control every aspect of the device including pressing handset buttons, viewing displays, listening to ringers and tones, playing videos, swiping touch screens, muting, powering on/off, downloading/installing apps, and sending/ receiving messages. Any action that can be performed on a mobile device in-hand can be done on this platform.

Is my Intellectual Property protected?

We take IP very seriously. While you are using a device, no one is able to see your device’s screen, except for users on your account that you have expressly invited to share your screen. Further, SIGOS App Experience executes automated cleanup scripts that clean the device at the end of each session. These scripts “wash” the device, deleting all downloaded or installed applications, clearing the browser cache, and removing other usage footprints like text and/or picture messages. Note however, that protection of your organization’s IP is ultimately your responsibility. Therefore, if there is particularly sensitive material that you are testing, best practice is for you to remove this material from the device before releasing the device.

What if you don’t have the mobile device that I want? Can I request a new one?

Yes. We are constantly adding new devices and expanding our mobile testing service allowing you to test your mobile app on all mobile devices/tablets and networks. To request a device, simply login to our customer support portal and submit a ticket.

How do I request a trial of SIGOS App Experience?

Start testing your mobile apps and websites for free with a SIGOS App Experience. Click here to start a FREE trial today!

Capabilities

 

Can I make voice and data calls?

Yes. Each device is equipped with a full voice and data plan, so you can utilize all available network services. We ensure devices are hosted in areas of reliable RF coverage to eliminate issues of bad radio reception. Additional usage fees apply for premium content (e.g. paid game or ringtone downloads, premium SMS services, etc).

Can I install my pre-commercial applications on the devices for testing?

You can either download your applications over the air (OTA) or, if the device supports it, using a data cable.

Can I save screenshots and test results?

Individual screens or groups of screens can be saved and are accessed through the interface as part of the SIGOS App Experience solution. These results will remain available to you for as long as you are SIGOS customer. You can also save frames or generate an MPEG4 movie of your device interaction, which you can use outside of the SIGOS environment. Lastly, you can generate URLs that go directly to your test results; these URLs can be safely emailed around.

Does SIGOS Mobile Testing capture audio and visual?

Yes. We capture up to 15 frames per second and store it frame-by-frame to make it easy for you to locate and annotate problem areas. Please note that we do not save audio separately – the only way to preserve an audio stream is to export the results into an MPEG4 movie.

Can multiple people use the same device at once?

No. This is a real device so only one user at a time can control it. However, if you would like other members of your team (provided they are included in your App Experience account) to be able to view the screen of the device you are using, you can share your screen with them. No one can see the device that you are working with unless you have explicitly invited them to view it with you.

Can I take a picture?

Yes. Many of our devices are equipped with clocks in the view of the camera, so that you can use the camera functionality.

Support

 

Do you have live technical support? Can I get 24×7 support?

We do have live technical support as well as online support. You can reach us at +1-877-338-4230, 24×5, Monday through Friday. We also offer 24X7 online support via the SIGOS Support portal. Simply login and submit a ticket. Our support team will respond in a timely manner, within 24 hours.

How do I report a problem?

There are multiple ways. From within App Experience, you can click on the ‘Report Issue’ link by right-clicking on the device or click on ‘Help’ from the upper left navigation. This route will log you in to our Support portal and allow you to submit a ticket. You can also get access to the portal here. You can also reach us by contacting us at +1-877-338-4230 .

What resources and training are available?

In addition to our online support portal, there are many training resources available to users. We also provide documentation with everything you need to know about using SIGOS App Experience, which you can access inside the application. Go to the App Experience studio, under ‘Test Center’ click ‘Getting Started.’ You will see the list of available documents on the right side of this window. In addition, you will have an account manager who can always be contacted if you experience any problems.

Help! I can’t seem to sign up!

Occasionally, new subscribers experience problems trying to sign up from international locations. This is usually due to firewalls, pop-up blockers, and other Internet security measures. If you continue to have problems, just give us a call at +1-877-338-4230, and we’ll take care of it immediately.

What if the device I want to use is taken?

We usually have several devices of our most popular models available in SIGOS App Experience. If none of the devices for the model you require are available, you can either wait for the device – in which case you will be in queue and will get notified when the device is free – or you can make a reservation to use it at a later time; users with reservations have priority.

Using SIGOS App Experience

 

How does it all happen? How do I connect to a device?

When you log into your SIGOS App Experience account for the first time, click on the “Launch Studio” link in the upper right-hand corner of the App Experience web page. An automatic download of our JAVA Swing desktop client – App Experience Studio, will then begin. The App Experience Studio is the primary interface for controlling and accessing the devices in SIGOS App Experience.

How will you notify me of software updates?

As our primary application, App Experience Studio, is a Java Swing application. A revision check is done each time it is launched in order to make sure you are working with the very latest version of our software.

Can I make advance device reservations?

Yes. We strongly encourage making advance device reservations using our built-in reservation system. That way, you are guaranteed device availability at the time that is most convenient or critical for you. You can always access any available device without a reservation on a first-come-first-served basis. Please note that users with advance reservations have a higher priority than “walk-in” users.

I’ve heard you mention collaboration. How do you facilitate that?

We believe that mobile development is a highly collaborative process with multiple groups within an organization (QA, development, marketing) and multiple companies (developers, porting companies, consulting companies, testing companies, and publishers) working together to launch products. As such, SIGOS App Experience provides several collaboration features to facilitate this process, including the ability to export one or multiple frames into a Web repository, export movie clips from device activity to show collaborators actual application and device behavior, and share a device session with multiple collaborators.

What if I want a device that is dedicated to my company, so no one else can use it?

We can support this. You send us the device that you want and we will integrate it and set it up in a dedicated environment for your use. SIGOS can support any device model and can deploy in any location around the world. Contact us for more details on this option.

New Express Devices and Software Support

 

Why do I need to upgrade my App Experience private cloud?

Starting December 1, in order to add new devices to your system, you must be on an 8.x version of software. In addition, some older versions of software more than two major releases back are end-of-life also as of that date. Those releases include:

Product Release Release Date End of Support
Monitoring Monitoring 6.4 (or older) February 2014 (6.4) December 1, 2016
Mobile Testing Mobile Testing 7.x (or older) October 2015 (7.4) December 1, 2016

 

Also, many new features are added in each release, so you are missing out on great functionality that makes mobile testing and monitoring easier.

How do I find out what version of software I am running?

When you are in Mobile Testing Enterprise Studio, select Help > About from the top menu and your software version will be displayed.

What happens if I stay on my current version of software?

You may continue to use your current version, but as of the end-of-life dates listed above, we will no longer provide support for those versions of software. In addition, you will not be able to add new devices to your private cloud system.

How do I initiate an upgrade?

You can initiate an upgrade by logging a ticket or calling us at +1(877) DEVICE-0 (338-4230).

How are the new Express devices different?

The Express devices have a different form factor than the Ensemble devices. Overall slightly less space is needed, but the Express devices fit side by side, as opposed to stacked. This means that to add the first Express device, you will need 5U of vertical space for that initial device. To replace Ensemble devices with Express devices, the best method is to replace three at a time. This is illustrated in the diagrams below.

Express Device Deployment (3 devices)

Express Device Deployment (3 devices)

Ensemble Device Deployment (3 devices)

Ensemble Device Deployment (3 devices)

What other space or rack requirements are there for the Express devices?

To both utilize object-level scripting capabilities, and to utilize Express devices, iOS devices must be connected to a Mac Mini server. The server should be placed in a shelf as shown above. Up to two iOS devices may be connected to each Mac Mini. There is no required change for Android device servers.

Does SIGOS provide the Mac Mini’s or do we have to source them?

Either-or, as you prefer. SIGOS will provide all of the specifications to allow you to source your own hardware, or we can provide a turn-key solution with all or some of the components if you prefer.

What devices are supported?

The Express platform supports iOS devices on 8.0 and later, and Android devices on 4.3 and later. Older or other devices will continue to work within the SIGOS App Experience platform, but you will not be able to order additional devices that are not supported by the Express platform.

What happens to my current devices?

We will continue to support your current devices, whether they are based on the new Express platform or not. If a device based on the old platform fails, replacement devices will be based on the new platform. Note that any device models that are no longer commercially offered through mobile operators or handset vendors may be replaced with the latest version.

Are there any features not supported by Express devices that are currently supported today?

The following features are currently not supported in the Express devices:

  • Audio support. The ability to write scripts that include waiting for audio to play, or the ability to interactively hear or play audio to a device.
  • Android secure screen. The ability to remotely view pages that are flag_secure.
  • Self-performed hard resets. You may file a support ticket and we will hard reset the device.

If you are currently using any of the above features, please let us know immediately so we can work with you to accommodate your needs

How do I find out what new features are available in the latest software releases?

Please see automation release notes and monitoring release notes from the last two releases. For earlier releases, please contact us and we will send you past release notes as well.