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i-mate™ Suite FAQ
What is 1-View?
The 1-View solution allows you to access any file from anywhere in the world. View, copy, and move files between home and office computers and Windows Mobile® 5.0 devices, and securely share your data with colleagues and business partners.
Where can I find the 1-View user guide?
The user guide is available here in digital PDF format.
Is there a 1-View tutorial?
The tutorials are available online.
What are 1-View's PC system requirements?
Windows XP (or later) machine.
Microsoft .Net Framework 2.0 or higher.
What are 1-View's mobile requirements?
1-View works with any Windows Mobile® 5.0 device.
Does 1-View work with my Apple Macintosh computer?
No, 1-View is not available for Apple Macintosh computers.
How do I install 1-View software?
Connect your mobile device to your PC and run the 1-View setup program.
Does 1-View install any 'spy-ware', 'ad-ware', or third party software onto my computer?
No, 1-View does not install any 'spy-ware', 'ad-ware', or third party software onto any computer. Furthermore, all files and data transmitted and received by 1-View are sent using 128-bit SSL encryption across the HTTPS protocol—the standard used for secure online banking.
How does 1-View transfer my files?
A file that is requested is first uploaded and stored centrally on the i-mate™ Vault where only your computers and your mobile devices can access it. From the Vault the file can be downloaded to any combination of registered devices and PCs.
Are my files modified during transfer?
1-View does not in any way modify your files. The files you transfer are an identical copy of the original.
Does 1-view scan files for viruses?
No, 1-View does not scan your files. 1-View keeps the integrity of the file, and files are not shared between users unless you deliberately enable group sharing for them. This means your files are in the exact condition they were before they were transferred by 1-View.
Will my files be scanned for content?
No, 1-View does not scan the content of your files—1-View would never compromise the privacy of its subscribers by scanning file content.
Is there a size limit on a file transfer?
Current operating system limitations impose a 2GB size limit to each file transfer. Note, however, that because files move through your online Vault, your effective maximum is usually equal to your available Vault space.
Can I upload DRM files?
Yes, you can upload your own DRM content to the 1-View Vault, and you can transfer DRM files to your other computers / devices. DRM files will keep their respective license agreement, rules, and restrictions. DRM files will play only on a device or computer that has a valid license to DRM files.
I have downloaded a file and now it shows up twice on my list; why?
1-View lists every file stored on all of your devices and your Vault. If you copy a file to another device, 1-View will list the files existing on each device. A device/location icon next to each file tells you where that particular file copy resides.
Can I delete a device or PC from my 1-View private network?
Yes, however at this time we strongly recommend you only delete a PC or device from the web interface portal at www.1-view.com and never from the Windows PC client application. Deleting any device or PC from the Windows PC application will introduce errors into your 1-View network data. This is a known issue. Deleting devices or PCs from the web interface avoids this problem.
Can I change a device icon?
Device icons are assigned when registering a new device, however, in the Windows client you're able to change these via the main menu option. For Smartphones and Pocket PCs, you may change the icon via Menu > Options > Change This Device Icon.
Can I use my SD card with 1-View?
You can download and save files to your SD card.
What does "none" mean as a folder selection when I am saving a file?
This refers to the My Documents root directory.
What is the Vault?
The Vault is the physical space allotted to each 1-View user account on your company's (or i-mate's™) 1-View servers.
Does the Vault have a storage limit?
Each user account is initially limited to 100MB, though you can request additional space for a nominal fee.
Why is the file saved in the Vault when I perform a file transfer?
As a courtesy to users, 1-View places the file on the Vault so that you can access it again in the future even if the device where the original file is located is turned off.
What is Group Sharing?
1-View Group Sharing is a simple way to share files with colleagues and partners. Just designate a local drive (even network drives) or any folder for sharing and all files in that folder are available to designated users. You can even modify access control so that you have complete control over who can access what.
Does my www.clubimate.com account registration work for 1-View?
No. You still have to register independently of club i-mate™. You can use the same username and password as on club i-mate™, as long as it has not been taken by another user.
Can you change your device's friendly name?
Yes. You can change the device's friendly name through "Rename Device" option.
How do I cancel my account?
To delete your account you must contact club i-mate support.
Do I need to create an account for each device I own?
No, you can and should use the same account on all of your devices and computers. A new account operates independently and would be isolated from devices and PCs on other accounts.
What connections does 1-View support?
1-View supports device connections through the following:
- GPRS
- Wi-Fi (802.11b)
- ActiveSync®
- Dial-up
- 3G
NOTE: Due to the nature of media, i-mate™ recommends using a high speed internet connection such as Wi-Fi or 3G.
How do I get the latest version?
1-View supports self updates and will notify you when there is a new version available. At that time, you can choose whether or not to accept the newer version.
How do I report an issue that I am having with 1-View?
Please email or chat live with customer support from the www.clubimate.com site.
Can I partner with 1-view?
Yes, we are working on ways to get businesses involved with 1-View.
What does the lock icon mean?
The lock icon to the left of a file indicates the file is located in the Vault.
Can I stream music from 1-View?
In later versions 1-View will fully support Microsoft Media Center.
Can I delete a device from the device bar?
Yes. i-mate™ recommends you delete a device by removing it from the device you want removed, or via the web interface at www.1-view.com.
My files are marked out in gray on the 1-View list; why?
Grayed out file names indicate that the source device is not available. Please make sure that you have restarted your 1-View desktop client after rebooting Windows®.
What is i-mate™ Backup?
i-mate™ Backup allows you to remotely backup your mobile device's files automatically after they're created so that nothing is ever lost.
What connections does i-mate™ Backup support?
i-mate™ Backup supports device connections through:
- GPRS
- Wi-Fi (802.11b)
- ActiveSync®
- Dial-up
- 3G
NOTE: Due to the size of a typical backup file, i-mate™ recommends using a high speed internet connection such as WiFi or 3G.
I am having difficulty backing up my device. What can I do?
Please make sure that your device has Internet connectivity. Go to Internet Explorer and access an external web page.
How do I get the latest version?
i-mate™ Backup supports self updates and will notify you when there is a new version available. At that time, you can choose whether or not to accept the newer version.
What are the benefits of remote backups?
The data is stored online using i-mate™ Backup. Only an internet connection is needed, completely eliminating the need for expensive backup equipment or additional media storage.
How Secure Are Remote Backups?
Very secure. All files are encrypted using Triple DES encryption. Triple DES is used by the federal banking system.
Which files are backed up?
All your mobile device files in your My Documents (and subfolders) as well as any data on your removable SD or mini-SD cards are backed up.
How often is my computer backed up?
As often as you wish. You run the backup when you want.
How long does a backup take?
The length of time required for backup will be determined by the size of your backup, speed of your Internet connection, and amount of compressed data being transmitted. Broadband connections (WiFi, ActiveSync, etc.) do speed up the process but are not required.
Can anyone read my backups?
No. All of your information is securely encrypted with a password that only you know. The transmission between the device and the backup server is encrypted.
How long do you keep each backup?
So long as your subscription account is in good standing, you are only limited by how much you can store in your Vault. You may also increase the amount of space available in your Vault by purchasing additional space at www.clubimate.com.
How do I restore my data?
The i-mate™ Backup client software lets you select individual backup set for restoration. If you have a catastrophic loss (or are replacing a device), simply install i-mate™ Suite on your new device, connect to the service, and restore all of your data up to the point you desire. In order to recover you data, you must use your existing username and password.
What is i-mate™ Control?
i-mate™ Control is an enterprise management application for Windows Mobile® 5.0 devices. i-mate™ Control allows administrators to safeguard your data on lost or stolen devices, remotely configure or troubleshoot a device, and automatically update all enterprise devices in the field remotely. Mobile users in turn benefit from enhanced support and remote assist.
What are i-mate™ Control's PC system requirements?
The system requirements are as follows:
- Windows XP (or later) machine.
- Microsoft .Net Framework 2.0
- Web Services Enhancements 3.0
What are i-mate™ Control's mobile requirements?
i-mate™ Control works with any Windows Mobile® 5.0 powered device.
What connections does i-mate™ Control support?
i-mate™ Control supports device connections through:
- GPRS
- Wi-Fi (802.11b)
- ActiveSync®
- Dial-up
- 3G
How safe is it to rely on remote administration?
i-mate™ Control is very secure. All communication between the server and the device is digitally signed and encrypted. Only the certified administration client can send configuration commands to the devices. i-mate™ Control uses a public key exchange to authenticate the administrator using the remote administrative interface.
What can be administered with i-mate™ Control?
i-mate™ Control can control and modify nearly any device setting including, but not limited to, the following:
- Network settings (GPRS, Proxy, VPN, etc.)
- Email setup
- Install/Uninstall software
- Direct SMS messaging with the device
Can administrators view my personal documents?
No. Administrators can access device settings and can erase a device (in case it is stolen or lost), but administrators cannot access personal files.
Troubleshooting Tips
.NET error when attempting to instal
i-mate™ Suite installers require that .NET 2.0 framework be installed on your PC. This is available through Windows Update from Microsoft, free of charge.
What's the best way to delete a device (client) from my 1-View network?
i-mate™ strongly recommends using only the web client portal at www.1-View.com to delete a device or PC from your 1-View network. Using the Windows PC client will introduce errors. This is a known issue.
File won't upload after mobile device goes to sleep.
If a device goes to sleep it will ignore the upload request. Extend your device's sleep time.
After deleting a PC account from 1-View and then re-registering it, the file list for that machine populates slowly and the search function finds old results.
This is a known issue. Avoid removing a PC from 1-View if at all possible. If the PC is no longer in use, simply click its friendly name so that it's no longer highlighted. Its files will no longer be shown in the file list.
Extended characters in file names may not display correctly or be found by Search.
i-mate™ Suite only supports basic ASCII letters and numbers. Extended characters such as à, é, and ö will display fine on the local client view, but will be seen by other clients as question marks and/or numerical codes. Any search for such characters will return no results.
Cannot log in to 1-View on a mobile device, even if answering "Yes" when prompted "Do you want 1-View to try to open an internet connection for you?"
1-View requires an Internet data connection to function. If a phone isn't setup correctly, 1-View will not be able to establish its connection over the Internet. A quick method to verify connectivity is to launch your Internet Explorer browser and try browsing http://www.imatesuite.com. If the site displays then 1-View should function. If the site won't display, then refer to your mobile operator or wireless Internet service provider for help with your connection.
I ran out of Vault space! How do I get more?
Just go to the Club i-mate™ store at http://www.clubimate.com/ and select the option to purchase more vault space. You will receive an activation code. Enter the activation code in 1-View via the menu path of My Account > Enter Activation Code. Then go to My Account > Vault Details and you will see the Vault space increase you selected.
I don't have much time left until my trial period is over. How do I activate and buy a subscription to 1-View?
At the Club i-mate™ store http://www.clubimate.com/ select the option to purchase a subscription. You will receive an activation code. Enter the activation code in 1-View via the menu My Account > Enter Activation Code. After the activation code is entered, My Account > Account Details will reflect the product's activation status and days remaining.
It appears as though my subscription has expired. I don't know why this happened as i-mate was billing me via credit card. Who do I call for help?
If your card's expiration date was renewed, i-mate™ support will need to enter that new expiration date in order to charge your card. Please call i-mate™ support to renew your subscription.
Can I use 1-View to upload/download an entire folder?
At this time you must upload or download each individual file you wish to upload or download from 1-view. This is a much requested feature that will be examined for inclusion in future versions of 1-View.
Can I restore files backed up from one device onto another device?
Yes. You must install 1-View on the new device, and log in to your existing account. You must confirm that you wish to copy files to a new device, and you must choose which backup file set to download.
Can I select either "My Documents" or "SD Card" for 1-View to backup?
No. Your My Documents folder and sub-folders, as well as any SD or mini-SD data cards are backed up automatically.
Can I use 'tap and hold' functionality in 1-View?
'Tap and hold' functionality is being examined for possible inclusion in future releases of 1-View.
Will search find files outside of the 'My Documents' folder tab in 1-View?
Search works by searching file names in the "My Documents" folder of your Pocket PC, Smartphone, and/or Desktop that is running 1-View. Note, however, that your Desktop installation of 1-View can be pointed to a folder other than the standard Windows' "My Documents" folder during the install process. Search will look to match all or part of a filename to the search parameter your provided.
How do I receive product upgrades to 1-View?
1-View includes a mechanism called "self-update" that will initiate an upgrade to the 1-View product automatically if a new version becomes available from i-mate™. 1-View may appear to stop functioning as you will see the hourglass for a longer than normal time period when logging in while the product upgrade is in progress. You will need to manually re-launch the 1-View product after an upgrade on Pocket PC.
Search is returning 2 results for my file. Why is that?
If a file is located in multiple folders, the search feature will return a result for each copy.
I invited another user to view my group share, but they told me that they have not yet received my invite.
1-View matches only exact spelling when granting group share permissions. Ensure the user names are spelled correctly.
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