Preguntes Freqüents - FAQ

This will create a secure connection between your router and the Insty support folks to allow them to run commands on your router.  You can link your router up to any Wifi network that you have access to.  We will use a phone hotspot as an example.

1. Start your phone's hotspot.  On an iPhone, it's found in your Settings under Personal Hotspot.  Turn on Allow Others to Join
   
   • (*IMPORTANT - On some phones you may need to stay in the personal hotspot page on the phone in order for it show up in the list of available wifi networks)
2. From your computer or other device, access the Insty Connect Dashboard at: http://my.insty or http://10.1.1.1
   • You must be actively connected to an Insty Connect wifi network to be able to access the dashboard.  Please check your device Wifi networks to make sure you are connected to an Insty wifi.
   • Do not connect your computer or other device to the phone's hotspot.  It MUST be connected one of the Insty Wifi networks.
3. From the dashboard, navigate to Advanced Config -> Services -> Travelmate.
4. Follow the instructions Listed in our Travelmate Wifi Connection Article (will open in a new tab so you can come back here)
5. In the article, use your phone's hotspot as the Wifi service to connect to, entering the password that you have listed in your phone's hotspot.
6. keep an eye on your phone and the "Runtime Information" in travelmate to make sure it's connected.

Allowing Insty Support Access to your Router.

Now that you have a connection through your phone's hotspot, you can connect to Insty Support to allow them access to your router.  

1. Navigate to Advanced Config -> Network -> Interfaces
2. Look for the "SUPPORT" interface and click on RESTART.  (If you don't see the SUPPORT interface, go to the dashboard and click Software Update.  When it's complete, do not reboot and return to this page)
   
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3. Upon successful connection, an IP address and other bandwidth info will show up :
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If you were told by support via ticket to set up your router, this is the point where you would reply letting support know you are connected and ready.

1. At this point, InstySupport should be able to access your router remotely.  When talking with Support, please be sure to give them your router password so they can access and debug your system remotely.
2. If you forgot your password, you can click the 'reset' button on your router quickly - this will clear out your router password.

Cleaning Up.

1. Once you get the OK from support, you can close down the VPN connection by clicking the STOP button on the SUPPORT interface:
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2. Then, navigate to Advanced Config -> Services -> Travelmate and clear the button for Enable Travelmate, click Save and Apply.
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3. Click on the Travelmate -> Wireless Stations and and click "remove" on the line with your phone's hotspot.
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Remote Access Alternative - Allowing access to your computer through Anydesk.

If you do not have firmware 1.3.1 or do not have the instysupport VPN entry, you can use this to allow Insty Support access through your computer.

This requires a laptop or desktop computer.  This can not be done through a tablet, phone, or Chromebook.

1. After you link your router up to your phone's hotspot, you should be able to connect to your Insty Wifi network and gain access to the internet.  (Your router is connected to your phone's hotspot, you are connected to the Insty Wifi - DO NOT CONNECT your computer to your phone's hotspot.)
2. Open a browser and navigate to https://anydesk.com
3. Download the anydesk software and install on your computer.
4. Open Anydesk
   • If you have a MAC - you'll need to follow the on-screen instructions to give permissions to Anydesk to allow for remote access.  Please follow the steps and enable all they ask you for.  You cannot skip this step. It will not work unless proper permissions have been granted.
5. Your address will be shown at the top of the window.  This is the ID to send to support.  Then, click on the lock to set an unattended password.  Send this password to support as well.
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6. Finally, be sure to send Support your Router Password.  Without it, we can't do much :)