Supporting your end users

Supporting your end users
Fast and efficient support of end users is essential for keeping users satisfied with any IT tool. DME provides a number of built-in tools to aid DME administrators in supporting their users.
 
Single point of entry for troubleshooting
The required tools for end user support are collected in the Web administration interface. Usually, all you need is found here both to diagnose and to fix end user problems and to proactively ensure a healthy status of your DME system.
 
DME service monitor
The DME service monitor watches a number of vital services necessary for the proper operation of DME – not only elements of DME itself, but also the collaboration system etc. In case the status of as subsystem changes (for instance changing from Running to Stopped), an e-mail and/or an SMS message can be sent to the DME administrator. Alternatively, it may trigger an alert in an existing service monitoring system.
 
DME diagnostic log
The DME event log is highly configurable. The log is written to the DME database and is shown in the Web administration interface. You can limit it to only show errors, or expand it to show each client's full interaction with the server. If you enter the user's initials or device phone number in the filter bar, only the information that is relevant to one user is shown.
 
User
By clicking a user, you can see LDAP and collaboration system information about the user in question, and you can e.g. see if any settings are different for the user with a problem compared to standard users.
 
Devices
In the device list, you can see which devices belong to which users. You can click a device to see how it is set up, and see of individual settings were made which deviate from the standard settings. Furthermore, you can see which group the device belongs to, and you can see (and clear) the sync table for devices – the sync table contains information about which data has been synchronized with the device.
 
Groups
By assigning devices to groups, you can specify settings and file downloads for a number of devices at a time. This also makes it easier to pinpoint any errors.
 
Device interaction
From the Web administration interface, you can push system information (settings etc.) to a device, you can force a system information sync, and you can collect a diagnostic log from the device. The log contains any errors recorded by the client on the device.
 
Server health
Furthermore, the Web administration interface contains tools to check the health of the server. It can monitor the progress of client notifications and test network connections.