Support Request (private)       Ask a Question (public)               Suggest an Idea                 Payment Support                 Email Us

 
 

Soluto Support

Maya Shoval October 06, 2011 70 Support / Known Issues & Announcements

*** Updated: April 23.

 

New: Changes to our mobile offerings - please read our FAQ regarding android and iOS support. 

To setup your Soluto Business account, follow our how-to guide (download PDF here).

Check out our FAQs regarding Remote Access, the Chat feature. mobile devices and Windows Server support. 

BSoD detection: Soluto now alerts you when a Blue Screen of Death (BSoD) took place on one of your PCs. Click to learn more. 

 bsod1.png

--> If you run into any problems while running Soluto, or while registering the PC online, please check our Support troubleshooting guides or submit a ticket and include the log files, as described in the following how-to article

  • Windows Server support - server support currently entails remote access to the machines, plus hardware and protection overviews. There is no boot information, and no tray icon. In addition, servers are considered "My device" and cannot be moved to the "People I Help" section.
  • Mobile login currently does not support special characters in the password field. 
  • Soluto might detect on Windows 8.1 Windows Update is disabled and the downwards arrow is disabled. 
  • Deleting old installation / "dead" invites - we currently have an issue where you might not be able to delete PC icons ("needs download"/"receiving data") from your dashboard. 
  • If you're using the F8 key and want to disable Soluto's F8 keyboard shortcut, please right click Soluto's tray icon --> Advanced --> un-tick "Enable Quick Question shortcut F8". You can still use the Quick Question option by right clicking Soluto's tray icon --> "Quick Question".
  • You can learn more about the new Quick Question feature in our Quick Question FAQ. Don't see the Quick Question (F8) feature? follow this guide to register with Soluto.
  • If your PC is not available online, and the local installation has gone through, please try to refresh the page, or reboot the machine. If the issue persists, please open a support request and include the local data (see how-to guide
  • Using LastPass? please disable LastPass' automatic log in on Soluto's website as it could cause problems login in. 
  • Using IE10/IE11 and seeing an empty Soluto when you log in? Please check the "Manage Add-ons" tab to make sure there are no strict privacy options under "Tracking Protection":
    IE10.PNG 
  • Protection: at the moment only Windows firewall is supported (meaning, you might have a 3rd party firewall installed and Soluto won't recognize it).
  • Protection: We're aware of issues with Windows Updates on Server machines as well as Windows clients. WU might also show as disabled for Windows 8.1 users. 
  • Clicking "My PC Just Frustrated Me" in Soluto's agent currently does not report the frustration to the website. 
  • Laptop detection currently depends on battery installed. If you've installed Soluto without the battery, it will be detected as Desktop, and vice versa.
  • OS detection (upgrade to Windows 8): we currently have an issue where in some cases Soluto would still show the operating system as Windows 7 even though the PC has been upgraded to Windows 8. 
  • Hardware: If you changed the physical RAM or replaced the CPU it will take a few days for the new data to be updated online.
  • Hardware: If you replaced your display card, we might still show the old one. 
  • Apps: OneDrive (formerly SkyDrive) and Adobe Reader versions have not been updated in a while. We're working to fix that.  
  • Avatars (user icons): avatar changes to supportee's might not stay and revert back to defaults. 
"PC info is on it's way" - Please note it could take a little while for Soluto's client to sync with the servers. Please make sure the supported PC is connected to the internet and has not been shut-down immediately after installing Soluto. The sync process should not take more than 15 minutes, with the Background Apps available after reboot. 
 
If you have any questions or comments, you can post them in these forums, or contact us via email at support@soluto.com

 

Latest version: 

Latest client version: 1.3.1494.0  (release date: 19/11/13).

Windows 8 latest client version: 1.3.1497.1 (release date: 08/12/13).

Installer version: 1.3.1498.0 (release date: 08/01/2014). 

Click to learn how to update Soluto

 

Overview | Recent