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Log into the TigerConnect Web Console

TIGERCONNECT SUPPORT

FAQS FOR THE TIGERCONNECT MOBILE AND WEB APPLICATIONS

MAIN MENU

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* Troubleshooting Tricks and Tips
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* Wi-Fi

FAQS

ANDROID/WEB - TROUBLESHOOTING TRICKS & TIPS

I CAN’T SEEM TO SEND OR RECEIVE A MESSAGE ON MY MOBILE DEVICE.

From time to time, messages in TigerConnect may appear to be delayed, or not
appear to be able to be sent or received. This can be a result of multiple
issues. Use the below sections to help troubleshoot message delivery delays for
your Android device

Delete on Read
* Ensure that Delete on Read is not turned on in your TigerConnect account. If
messages you have Delete on Read turned on your account and the user reads
your message, the message will disappear after 60 seconds. This message will
be irretrievable after this time period expires.

Message Lifespan
* If either the sender or the recipient’s message lifespan is set for a short
period of time, the message may not be read. The recommended message lifespan
is 2 days to allow ample time for messages to be read by the recipient.
Please ensure this is set accordingly. NOTE: This is set by your
administrator. Contact your TigerConnect/IT administrator to request a
possible change to this setting on your account.

Wi-Fi Connectivity
* If you are in an area with a strong connection, or are moving within the
confines of a strong Wi-Fi connection (e.g. – your home, or a small office),
it is better to remain connected to Wi-Fi, as it is traditionally a more
reliable connection in cases where the user is stationary.
* If the location in the facility or building you are in is experiencing slower
than normal Wi-Fi, simply wait and move to a location with a stronger Wi-Fi
signal to begin sending and receiving messages.
* Wi-Fi on most mobile devices will turn off when the device’s screen goes to
sleep.
* Lastly, you will also need to “forget” any Public or Guest Wi-Fi networks.
This is also found in the Settings section of your device. Not doing so can
allow you to connect to a possible unsecured network, or a network that
requires further login/authentication/terms of use acceptance, causing
further notification and messaging issues. Your device may be showing full
bars in the WiFi signal, but without further authentication, you may have no
connection to the internet to access TigerConnect.
* Changing the screen timeout period to a longer period of time (5-10 minutes)
can help prolong your connection to Wi-Fi if the 3G/4G/LTE connection is
poor.

Data Connectivity
* 3G, 4G and LTE tower availability varies depending on your area. Check with
your cellular provider directly or on their website to see available network
towers in your area. If there are none, please attempt to connect to Wi-Fi to
receive messages.
* Your phone may be capable of 4G/LTE, but you may not have a strong connection
to 4G/LTE towers. In this case, turning 4G/LTE off may help any issues in
message delays. This is often found under Network (iOS) or Wireless and
Network (Android).

Wi-Fi/Data “Dead Zones”
* These are zones of service where both Wi-Fi and/or data are inaccessible.
These often occur in areas below ground or your device is on the edge of a
Wi-Fi network. You will appear to be connected to data or Wi-Fi, but
the reality is that the signal is not strong enough to connect you to
TigerConnect.

* Your location in a building, as well as the materials the the building is
comprised of can affect your device’s connectivity. If the WiFi network you
are connected to may be travelling through several walls, and can cause
connection issues. If you are even a few floors underground, or are centrally
located inside a large facility, your device’s data connection may
be limited, and you will likely have to rely on Wi-Fi.

Possible Delays in TigerConnect Service

We will make every effort to ensure a seamless experience for users when
properly connected to a data or Wi-Fi network. However, if your device is
connected to a strong data or Wi-Fi connection and you are still experiencing
messaging issues with TigerConnect on the mobile app or the Web Console, please
contact TigerConnect Client Care at the following:
* Phone:
* General Client Care Phone #: 650-564-4722

* Hours of Operation:
* M-F, 5:30 am – 5:30 pm PT
* Sat/Sun, 8:00 am – 5:00 PM PT
* For Premium Support customers, dial your organization’s Premium Support
Toll-Free Number
* Email: prosupport@tigerconnect.com

ANDROID – I AM GETTING MESSAGES ON MY MOBILE DEVICE – BUT NO ALERTS.

In order to receive messages to TigerConnect, please ensure that notifications
are enabled correctly on your device. Please attempt the following. If you are
still unable to resolve the issue after attempting these steps, please contact
TigerConnect Client Care at prosupport@tigerconnect.com for further assistance.

Android

There are three places where notifications for TigerConnect for your Android can
be configured. Follow the below directions to ensure successful message delivery
notifications:

Check TigerConnect’s application settings.

1. While logged in to TigerConnect on your mobile device, tap Settings in the
upper right (sprocket icon).
2. Tap Alerts and Data.
* Ensure that Enable Notifications is enabled (will appear to the right and
green when enabled).

* Alternatively, ensure Vibrations is enabled if you wish to also receive a
vibration when you receive a new message notification.
3. Tap Select a Ringtone.
4. Tap to select your desired notification sound (this will automatically save
the selected ring tone for all future message notifications).
1. If you are on an Android 8 or newer tap Manage Notifications, instead
of Select a Ringtone (this option will not appear on Android 8 or newer
devices).
1. Scroll down the bottom of this section and ensure that both Other
and Messages are selected. You can tap either Other or Messages to
select a ringtone.
2. Tap your Android’s back button to return to the TigerConnect
application

When setting your notifications, you do not have to have vibration turned on,
but it will help increase your chances of receiving notification of a message.

Go to your general Android device’s settings.

You can set the native device sound settings in your Android’s Settings to
ensure messages are delivered to TigerConnect correctly.

1. Tap Settings on your device’s Home Screen or Applications folder.
* The Settings app may also be found in your device’s Application folder,
which is typically located in the bottom tray on the device’s home screen.
Once inside the Applications folder, long-tap on the icon to drag the icon
to the home screen for easier access in the future.
2. Tap the setting related to sounds in your settings (this will vary from
device to device and depends on your Android version)
* Within this menu, you can set the following:
1. * Set Device Volume (titled Volume or Volumes)
* Ensure Silent Mode is not enabled.

Finally, ensure that the above settings are set to any level above silent or off
for your device to be able to receive notifications correctly.

Ensure that the device volume is up.

The location of your Android device’s volume button varies depending on the
device. Typically you can find this on the left or right side of the Android’s
case consisting of two buttons (as opposed to the power button which is one
solid button, typically at the top of the device).

When turning the device’s volume down to the lowest setting, Android often lets
you push the ‘down’ volume button an additional time to turn the phone to
‘Silent’. To receive audible sound notifications, please ensure the device is
set to an audible volume to alert you to new messages.

Ensure that any third-party battery-conservation or security applications allow
TigerConnect.

There are a large number of applications available for Android devices to assist
with preserving the device’s battery life. While these applications can be
helpful with older devices, they can limit and even prevent TigerConnect
notifications from sounding even with the sound turned up on the device. These
applications often disable things like notifications and background app
activity, which TigerConnect is reliant upon to deliver notifications from
Google as well as messages to the user’s TigerConnect application reliably.

To help prevent any notification issues for these applications, if they allow
for TigerConnect to be whitelisted, check to make sure that TigerConnect is an
exception to allow notifications and disable any battery saving behaviors. If
there are no options to allow TigerConnect, the application will need to be
uninstalled to allow any further notifications.

I’M STILL HAVING ISSUES, WHO CAN I CONTACT?

In instances where any of the available solutions provided in this FAQ do not
assist you with your issue, you can contact the TigerConnect Client Care team in
the following ways:

* Phone:
* General Client Care Phone #: 650-564-4722

When reaching out, please provide as much detail as possible and be prepared to
provide for further investigation:

* Details of your issue
* First and last Name
* Your organization
* Your facility’s email address and/or your mobile phone number

ANDROID/WEB - INSTALLATION

ANDROID – HOW DO I INSTALL THE TIGERCONNECT MOBILE APP?

To install TigerConnect on your Android device:

1. Go to https://tigerconnect.com/download within your mobile device or desktop
web browser and click the link on your device’s respective app store.
2. Go directly to your Google Play Store and download the application.

Android

TigerConnect is only supported on Android version 4.0.3 and above.

1. Open the Google Play Store (Android)
2. Tap Search (magnifying glass).
3. In the Search bar, type tigerconnect
4. Tap the magnifying glass to search.
5. Tap the TigerConnect Secure Messenger App entry. (White background with a
multi-colored clover in the center).
6. Tap INSTALL.
7. Tap ACCEPT to begin the download.
8. Once the download is complete, tap the OPEN button to enter the application.

You can also return to your Android device’s home screen or open the
Applications folder to open the application.

ANDROID – HOW DO I TURN ON NOTIFICATIONS FOR MY ANDROID DEVICE?

ANDROID

There are a few places where notifications for TigerConnect for your Android can
be configured. Follow the below directions to ensure successful message delivery
notifications:

Check your TigerConnect settings.

1. Open TigerConnect on your Android device and log in if you have not already
done so.
2. In the upper left-hand corner of the TigerConnect conversation screen, tap
the Menu button to open the application settings pullout.
3. Tap Settings.
4. Tap Notifications.
5. Ensure the checkbox to the left of Enable Notifications is checked.
6. Ensure the following are turned ON:
* Notifications
* Vibrate (optional)
7. Choose your desired ringtone (below the Vibrate section) by tapping Select a
Ringtone.

When setting your notifications, you do not have to have both Notifications and
Vibrate turned on, but it will increase your chances of receiving notification
of a message.

Go to your general Android device’s settings.

You can set the native device sound settings in your Android’s Settings to
ensure messages are delivered to TigerConnect correctly.

1. Tap Settings on your device’s Home Screen or Applications folder.
* The Settings app may also be found in your device’s Application folder,
which is typically located in the bottom tray on the device’s home screen.
Once inside the Applications folder, long-tap on the icon to drag the icon
to the home screen for easier access in the future.
2. Tap Sound.
* Within this menu, you can set the following:
1. * Set Device Volume (titled Volume or Volumes)
* Ensure Silent Mode is not enabled (Gingerbread 2.3+).

Ensure that the above settings are set to any level above silent or off for your
device to be able to receive notifications correctly.

Ensure that the device volume is up.

The location of your Android device’s volume button varies depending on the
device. Typically you can find this on the left or right side of the Android
device, and is typically two small buttons or a long button allowed to be
pressed at the top or bottom.

IS TIGERCONNECT AVAILABLE FOR BLACKBERRY OR WINDOWS PHONE?

No. TigerConnect is only available for Android and Apple (iOS) devices.

ANDROID – HOW DO I KNOW IF I’VE SUCCESSFULLY INSTALLED TIGERCONNECT ON MY MOBILE
DEVICE?

On Android devices, the TigerConnect icon has a white background with a
multi-colored clover icon in the middle. If successfully installed, it will
appear on either of the following:

* In your device’s Applications or Apps icon.
* The icon may also appear on a home screen page if “Add icon to Home screen”
is selected in your Google Play Store’s Settings.

ANDROID/WEB - WI-FI

DOES TIGERCONNECT WORK OVER WI-FI?

Yes, TigerConnect will send and receive messages over a Wi-Fi network or over
the mobile data connection for mobile devices and if Wi-Fi is available on the
computer with which you are accessing the TigerConnect Web Console or standalone
Desktop Application. It will default to previously connected Wi-Fi connections
first. Unless specifically instructed not to, it is recommended use a
password-protected, secured Wi-Fi network at your place of work as instructed by
your organization’s IT. Your home Wi-Fi should work as well.

Guest Wi-Fi networks and Wi-Fi networks with weak, unreliable connections have
been known to cause message delays. If you feel this is the case, ‘Forget’ these
networks (see below) or turn Wi-Fi OFF on your device. Additionally, navigate to
your device’s settings and turn OFF Show Wi-Fi pop-up. This is recommended and
will keep you from connecting to unintended Wi-Fi networks that may have weak or
unreliable connections, or that require further authentication.

Android – Lastly, it is recommended to “forget” any unauthorized or previously
connected networks on your Android device. This can be found in the
Settings application of your device under Wi-Fi or Wireless Networks

In Settings –> Wi-Fi (tap the Wi-Fi heading, not the ON/OFF switch), then
long-tap (hold for 2-3 seconds) on the desired network you wish to forget and
tap Forget network. If this choice is not available, your device has not
previously connected to this network. No further action is needed.

ANDROID/WEB - LOG IN

ANDROID – I WAS ALREADY GIVEN A PASSWORD, WHY IS TIGERCONNECT ASKING ME TO
CREATE A PASSWORD?

When you begin the login process on TigerConnect, if you are prompted with the
following screen to create and confirm a new password, please reach out to
TigerConnect or your facility’s IT staff first to ensure you are using the
correct username and password, and that you have an account provisioned for you
in TigerConnect. Proceeding with creating a new password may cause messaging
issues.

In most cases, a TigerConnect account has already been created for you and there
is no need to sign up for a new TigerConnect account.

To confirm your username/email, TigerConnect can be reached at the following:

* Phone:
* General Client Care Phone #: 650-564-4722

HOW DO I LOG IN ON MY ANDROID DEVICE?

Note: TigerConnect is currently only available via a mobile device on the
Android platform.

1. After downloading TigerConnect, tap the TigerConnect icon (white background
with a multi-colored clover in the middle). This may be on your Android
device’s Home screen or in your device’s Applications folder.
2. Tap Get Started.
3. To enter your TigerConnect username or email address, tap Not Now.
4. Enter your password.
5. Tap Activate to verify your mobile device number with your account (for
security purposes).

NOTE: TigerConnect is also supported on iOS (Apple).

Finally, if you cannot remember your username, please contact your TigerConnect
administrator (typically a member of your organization’s administration or IT
staff). If you are unable to reach a resource on-site, feel free to contact
TigerConnect Client Care at the following for assistance:

* Phone:
* General Client Care Phone #: 650-564-4722

HOW DO I LOG IN ON THE WEB CONSOLE?

To access the TigerConnect Web Console, navigate your computer’s web browser to
https://home.tigertext.com/ and enter your username and password.

The following browsers are supported:

* Internet Explorer | PC – IE 11 only ((Microsoft Edge is not currently
supported)
* Google Chrome | PC/Mac – Chrome 5 and above
* Mozilla Firefox | PC – 3.x and above / Mac – 4
* Safari | Mac – 6 and above

WHAT IS MY TIGERCONNECT USERNAME?

Your username is typically an email address provided by your facility’s
administrator or a facility-specific username scheme (e.g. – org\uname).

If you are unable to recall your username or are having difficulty logging in,
please do the following:

* Phone:
* General Client Care Phone #: 650-564-4722

WHAT IS MY PASSWORD FOR TIGERCONNECT?

You may have received a communication with your username and password by a
member of your facility’s IT or Administrative staff. You will have been set up
with a password already.

Your login and password may be the same as those for your facility’s network
login. NOTE: TigerConnect requires the minimum when changing your password:

* Minimum 8 characters
* One capital letter
* One special character (!,@,#,$, etc.)
* One number (0-9)

If you are having any difficulty logging into TigerConnect, please contact
TigerConnect Client Care at the following:

* Phone:
* General Client Care Phone #:650-564-4722

HOW DO I CHANGE MY PASSWORD?

If your organization utilizes LDAP and attempt to reset your password, you will
be presented with a message that informs you to contact your company’s IT.
Additionally, if your organization does use network passwords and have trouble
remembering your TigerConnect password, it may be the same as your
organizational network password (often used to log into a computer workstation
or your work email). Note that TigerConnect cannot change or reset your password
for your TigerConnect account if it is managed by your organization’s IT. You
will need to contact your IT to reset or change your password for TigerConnect.

NOTE: TigerConnect requires the minimum when changing your password:

* Minimum 8 characters
* One capital letter
* One special character (!,@,#,$, etc.)
* One number (0-9)

On Android, you will not be provided with the option to change your password
using the below steps.

Android

1. From the TigerConnect Inbox, tap Settings (sprocket icon in upper right).
2. Tap Security.
3. Tap Change Password.
4. Enter your Current password, then your New password and confirm the new
password.
1. See NOTE above for password requirements.
5. Once all requirements are met for your new password, tap the green checkmark
in the upper right.

Web Console

1. Log in to https://home.tigertext.com/.
2. Click the menu button (three horizontal lines) in the upper left-hand corner
of the TigerConnect Web Console. A drop-down will appear.
3. Click Edit Profile.
4. Enter your current password and enter your desired password twice. See NOTE
above for password requirements.
5. Click Save Profile at the bottom of the screen.

Please note that your password is the same on both the Web Console and the
mobile app. In other words, if you change your password on your mobile device,
you will use this same password when you log into the Web Console.

If you are having any difficulty changing your password using these methods,
please contact TigerConnect Client Care at the following:

* Phone:
* General Client Care Phone #: 650-564-4722

CAN I BE LOGGED IN TO BOTH THE MOBILE APP AND THE WEB CONSOLE?

Yes. You can be logged in to the TigerConnect Web Console and Mobile App at the
same time, as well as receive messages and alerts to both platforms.
Furthermore, you can be logged in to multiple devices and computers
simultaneously. There is virtually no limit to how many devices you can be
logged in to.

ANDROID/WEB - UPGRADES

ANDROID – HOW DO I UPGRADE THE TIGERCONNECT MOBILE APP?

Please check your device’s Google Play Store to make sure you have the most
recent version of TigerConnect. Upgrading to a new version of TigerConnect, when
one is available, will allow you access to new features and bug fixes to the
application. Android provides you with the option to automatically upgrade. You
can do this by searching for TigerConnect in the Google Play Store, tap on
the TigerConnect Secure Messenger App entry, then tapping the Menu (three
vertical dots in upper right), then tap the checkbox next to Auto-update.

Any subsequent update will be downloaded to your device. With some subsequent
updates, you may be required to approve certain downloads of TigerConnect if
anything was changed in the TigeConnect access settings on your Android device.

If you have any questions regarding upgrading the TigerConnect application,
contact the following:

* On TigerConnect: Search for and send a message to the ‘TigerConnect Admin’
user

* Phone:
* General Client Care Phone #: 650-564-4722

DO I NEED TO LOG OUT TO UPGRADE?

No, you do not need to log out to upgrade your version of TigerConnect.

Your phone will either update automatically (if you have set your phone up to do
so) – OR – from your device’s app store’s Update section, you may select the
upgrade option in your device’s app store to complete the upgrade. You will
immediately be able to send and receive messages.

If you experience any issues once the application has updated, it is
recommended, however, to log out and back into the application. Please contact
TigerConnect Client Care at any of our available points of contact if you have
any further questions:

* On TigerConnect: Search for and send a message to the ‘TigerConnect Admin’
user

* Phone:
* General Client Care Phone #: 650-564-4722

ANDROID/WEB - LOGGING OUT

DO I EVER NEED TO LOG OUT?

No, you don’t need to log out, unless you are experiencing issues with your
TigerConnect application. Even if you lose power, when your phone is re-charged
or re-started you will remain logged into the TigerConnect application. Staying
logged in ensures you are receiving TigerConnect messages in a timely fashion.

Note: Your account will remain logged into TigerConnect unless you uninstall the
TigerConnect application from your device. Once you reinstall the application,
you will need to log back into your TigerConnect account.

HOW DO I LOG OUT?

Android

1. While logged in to the TigerConnect application, tap Settings in the upper
right corner of your Inbox.

2. Scroll down to the bottom of your profile and tap Logout
* The TigerConnect app will present you with a warning asking for
confirmation that you wish to log out.
3. Tap LOGOUT again to complete the log out or tap CANCEL to return to your
profile and continue using the TigerConnect application.

Web Console

While logged in to the TigerConnect Web Console, click Sign Out (door icon) in
the upper right-hand corner of the Web Console screen.

You will be immediately logged out. No confirmation is provided.

ANDROID/WEB - SETTINGS

ANDROID – HOW DO I CHANGE AUDIO ALERTS ON MY DEVICE?

Android

1. While logged in to TigerConnect on your mobile device, tap Settings in the
upper right (sprocket icon).
2. Tap Alerts.
* Ensure that Enable Notifications is enabled (will appear to the right or
red when enabled).

* Alternatively, ensure Vibrations is enabled if you wish to also receive a
vibration when you receive a new message notification (Android 7 or older.
3. Tap Select a Ringtone.
4. Tap to select your desired notification sound (this will automatically save
the selected ringtone for all future message notifications).
1. For Android OS 8 or newer devices tap Manage Notifications under the
Alerts section to update your ringtone for TigerConnect.
2. Ensure the following toggles are enabled for your Android settings
* Other
* Messages
3. To select a designated ringtone, tap on either the Other or Messages
section to select your desired ringtone.

NOTE: On Android devices, you can only choose from Android system
ringtones/sounds.

WHY AM I NOT HEARING A SOUND WHEN I GET A TIGERCONNECT MESSAGE?

Please make sure that your device’s sound is turned on or at least set to
vibrate. Additionally, if your phone is set to vibrate, TigerConnect cannot
override the device’s primary settings. If you have TigerConnect open in an
active conversation will not experience an audio alert or vibration.

To further troubleshoot notification issues, click here.

HOW DO I UPDATE MY AVATAR (PROFILE PICTURE)?

Android

1. Log in to your TigerConnect account from your mobile device.
2. Tap Settings in the upper right (sprocket icon).
3. Tap your display name at the top of the Profile page.
4. Tap the Edit button (pencil icon on the right).

5. Tap the space above the EDIT PROFILE section. This will bring up a dialog
that says Take Photo or Choose a Picture.
* You can choose from any photos currently in your device’s Gallery or you
can take a photo with your device’s camera.
6. Once you have selected your new avatar, tap the Back arrow in the upper left
to return to your profile.

Web Console

1. Log in to https://home.tigertext.com.
2. Click the Menu (three horizontal lines) in the top left of the Web Console
screen.
3. Click Edit Profile.
4. Click Change Avatar, then select a photo from your computer that you would
like to use for your profile.

NOTE: TigerConnect only supports certain types of image formats, so we recommend
using .jpg, .bmp, .png or .gif. Please limit the size of your photo to 2MB.

WHAT DOES DO NOT DISTURB DO?

For TigerConnect, Do Not Disturb is a feature that allows a user to temporarily
disable audible and visible TigerConnect notifications that arrive at their
device, as well as provide a custom ‘out-of-office’ message that is sent when a
user sends you a message while Do Not Disturb is on.

It is important to note that no alert will sound on your device for
TigerConnect, however, you will continue to receive messages to the TigerConnect
application. Please make sure you remember to turn Do Not Disturb off when you
want to receive notifications again.

Note regarding Android’s Do Not Disturb: Separate from TigerConnect,
Android’s Do Not Disturb (DND) function mutes all incoming audible and visual
notifications. This applies to notifications from TigerConnect, in addition to
regular SMS, email and phone calls. If you wish to turn off all audible and
visual notifications for TigerConnect only, you must do it from within the
TigerConnect application.

Additionally, if your organization has Auto-Forward enabled, you can designate a
colleague within your organization to receive your messages while your account
is on Do Not Disturb.

Android:

1. Log into your TigerConnectt account from your mobile device.
2. Tap Settings in the upper right corner (sprocket icon).
3. Tap Do Not Disturb to ON.
* After turning Do Not Disturb on, you can enter a custom message in the
field that appears after enabling it. This will be displayed with the
first message sent to you in each conversation. Any subsequent messages
will not contain the DND message.
4. Tap your Android’s Back button or tap the ‘ x ‘ in the upper left-hand
corner of the screen to save the changes.

Web Console:

1. Log into your TigerConnect account at home.tigertext.com.
2. Click the Menu button (three horizontal lines in the upper left-hand
corner).
3. Click Edit Profile.
4. Click the checkbox to the right of Do Not Disturb.

Enabling Do Not Disturb (DND) within TigerConnect on either the Web Console or
the mobile app will enable DND on any devices or web browsers that you are
currently logged into.

CAN I SET A CUSTOM STATUS?

Yes. TigerConnect allows you to set a status that will reside below your display
name within one-on-one conversations.

Android

1. Log in to your TigerConnect account on your mobile device.
2. Tap Settings in the upper left (sprocket icon).
3. Tap the box below your name at the top of the page to alter your status.
4. Type what you would like others to see (e.g. Available, or Call me at
555-234-5678).
5. To save your status, tap your Android’s Back button to return to the Inbox
or tap the ‘ X ‘ in the upper left to complete.

Web Console

1. While logged in to https://home.tigertext.com, click your display name in
the upper right-hand corner.
2. In the dropdown, type what you would like others to see (e.g. Available, or
Call me at 555-234-5678).
3. Click your display name again. The status will auto-save after clicking your
display name.

ANDROID – HOW DO I SET UP PIN LOCK?

This feature can be used on Android mobile devices (PIN Lock does not apply to
the Web Console). Your organization may require you to set a PIN upon logging in
to TigerConnect. You may be unable to change the settings within the PIN Lock,
as your TigerConnect administrator may have the settings locked to prevent
further changes to your account.

Android

1. Log in to your TigerConnect account on your mobile device.
2. In the upper left hand corner of your roster, tap the menu icon.
3. Tap Settings (sprocket icon in the upper right).
4. Tap Security.
5. Tap PIN Lock to ON.
6. Enter and re-enter (to confirm) your desired 4-digit PIN.
1. Alternatively, you can tap CANCEL in the lower left or the back arrow on
your Android device to cancel the addition of a PIN on your device.

PIN Lock Durations

TigerConnect PIN Lock has multiple durations, which are set by your
administrator to select the length of time you are required to enter your PIN
after re-entering the application. TigerConnect has the following PIN Lock
durations:

* Immediately
* After 1 minute
* After 5 minutes
* After 15 minutes
* After 1 hour
* After 4 hours

Note: If your organization has a PIN Lock duration longer than Immediately, you
will have the ability to set a more aggressive PIN Lock duration. You will not
be able to set a PIN lock with a duration longer than the minimum set by your
administrator (e.g. – Admin sets a PIN Lock duration of 15 minutes, within the
application, you can set the duration to 5 minutes, 1 minute and Immediately).
Additionally, if you are a part of multiple facilities with separate networks,
for example, Facility A and Facility B, the TigerConnect application will always
assume the more aggressive setting (e.g. – Facility A has a duration of 15
minutes and Facility B is set to Immediately, TigerConnect will assume the
Immediately setting).

ANDROID – WHAT IF I FORGET MY PIN LOCK CODE?

If you have forgotten your PIN lock code, simply tap Log Out or simply uninstall
the TigerConnect app on your device. Once uninstalled, re-install the
TigerConnect app and log back in with your username and Password. You will need
to go back to the Settings menu to set a new PIN Lock code.

Additionally, your organization’s TigerConnect administrator may require a PIN
code for every device that is logged in to TigerConnect. In this case, after
deleting and re-installing the TigerConnect application, you should
automatically be required to enter a PIN on your device. You should be able to
enter a PIN code you have used previously.

ANDROID/WEB - MESSAGING

HOW DO I FIND AND SEND A MESSAGE TO A COWORKER?

The TigerConnect application allows users access to multiple organizations. You
can only message users in the organization that the administrator has added you
in to. You are not able to message across organizations.

TigerConnect will keep your conversations organized from newest to oldest. You
can also scroll down on your device to manually search for a coworker within
your organization’s roster, or do the following:

Android

1. Ensure you are logged in to your TigerConnect account on your mobile device.
2. Tap the ‘magnifying glass’ in the upper right-hand corner to Search for
coworkers.
1. You may be asked to Easily find your contacts. This is only so
TigerConnect can identify existing contacts in your address book with
TigerConnect users in your network. Tap OK to accept.
3. You have two options:
1. Scroll through the TigerConnect user list and tap on the desired user.
2. Tap the magnifying glass again and enter text to search for a fellow
coworker.
1. Search by First and Last name.
2. Tap on the desired contact to enter the conversation.
4. Tap on the input box at the bottom of the conversation and begin typing your
message (A keyboard should appear).
5. Tap Send (paper airplane icon on the right of the input box.

Web Console

1. Ensure you are logged in to your TigerConnect account
on https://home.tigertext.com.
2. To send a message, you can do one of the following:
1. Click on the red New Message button in the upper left-hand corner of the
screen, enter the user’s name
2. Click the magnifying glass and enter the desired coworker’s name, and
click their name to enter the conversation.
3. Click on the input box at the bottom of the web console page and begin
typing your message.
4. Once your message is ready, click Send or press Enter on your computer’s
keyboard to send the message.

HOW DO I KNOW I HAVE RECEIVED A MESSAGE?

Android

On Android devices, you will receive a “push notification” on your device to let
you know you have received a TigerConnect message. This comes in the form of an
audible ringtone and a visual notification. For more information regarding
supported Android Operating Systems and devices click here.

* Banner notifications (top of screen)

* Lock Screen Alerts – Version 5.x and newer

New messages can be accessed in the notification bar at the top of your Android
device’s screen, while the screen is turned on, by pulling down from the top of
your device’s screen or tap on the TigerConnect app icon to open the app and
view your new messages.

Repeat Push Notifications

Repeat Push Notifications are a feature of the TigerConnect mobile application
that sends a persistent notification to the user’s device until the message is
read. Repeat Push Notifications do not apply to the TigerConnect Web Console.

When Repeat Push Notifications are turned ON for your account, you will receive
a notification every 2 minutes until the message has been opened on your end in
the TigerConnect application. If the initial notification is sent to the device
after the 2-minute timeout, a notification will repeat 10 (ten) times, every two
minutes, until the message is opened by the recipient.

Delivery Escalations

Delivery Escalation is a Premium Feature of TigerConnect that allows iOS and
Android mobile users in areas of low to no connectivity to receive notification
of new messages via SMS. Delivery Escalations do not apply to TigerConnect Web
Console-only users.

When Delivery Escalations are turned on, an SMS message is sent to the phone
number attached to a user’s TigerConnectc account when they are logged in to the
mobile device only and a message remains in Sent status for 5 (five) minutes.
SMS is used, as messages sent via SMS can be received in cases of low data
connectivity (SMS charges may apply).

Fast Deploy

Messages that are sent from TigerConnect to users that are not logged in to
their TigerConnect are received by a service called Fast Deploy. Fast Deploy is
a secure way to communicate with anyone in your organization’s corporate
network, whether or not they are logged in to TigerConnect. When a user is
logged out of TigerConnect, a secure message link will be sent via email and/or
SMS (either will have to be enabled by an Administrator in their TigerConnect
account to receive a Fast Deploy).

The link can then be opened on your computer’s web browser, as well as any
smartphone with a web browser. This is a great way to be able to send messages
to users that are using Blackberry and Windows phones, which do not have a
native TigerConnect application.

NOTE: While logged out, users can reply to Fast Deploy messages that are sent
directly to them once, however, new messages cannot be initiated until the user
logs into TigerConnect. Additionally, Fast Deploy messages are single-view only.
If the message is viewed from the email/SMS link a second time, they will
receive a message stating the message was previously read.

Web Console

When logged into the web console, you will see a badge in the upper right-hand
corner of avatar within the specific conversation on the right hand side of the
Web Console with the user, as well as in the organization dropdown directly
above the conversation list. The badge will remain there until you click on the
conversation or initiate a response to the user.

HOW DO I KNOW A MESSAGE HAS BEEN SENT?

A message is assumed to be Sent as soon as the user clicks or taps “Send” from
the Web Console or Android app. On the mobile application, if a message is not
successfully sent (typically a result of poor connectivity in the area the
message is being sent), you will see a “Tap to resend” on iOS or a “Failed” in
place of the Sent/Delivered/Read status on Android and Web.

If your Android device is connected to either data (3G/4G/LTE) or WiFi, and you
see Sent in the bottom right-hand corner of your sent message where you normally
see the Delivered or Read statuses, this typically means that the user is not
currently logged in or the user is in a poor connection area.

Keep in mind, if a user is not logged in to the TigerConnect app, their messages
should be delivered by Fast Deploy via email or SMS text message (if enabled by
your organization’s TigerConnect Administrators). These messages are secured
behind a link, and once opened are sent securely on your device or computer’s
web browser. Additionally, if a user is logged in and unable to receive messages
in a timely manner, talk to the TigerConnect administrator for your facility
(typically an IT staff member or office administrator) about Delivery
Escalations or reach out to TigerConnect Client Care to find out more about
Delivery Escalations by contacting the following:

* On TigerConnect: Search for and send a message to the ‘TigerConnect Admin’
user

* Phone:
* General Client Care Phone #: 650-564-4722

HOW DO I KNOW A MESSAGE I HAVE SENT HAS BEEN DELIVERED?

Each message that has been sent will provide you with a status on the bottom
right corner of the message. If the status displays as Delivered, the message
has been sent and received to the device, but the message has not been opened
and its entire contents viewed. When a message has been Delivered, depending on
which platform you are viewing the message, you will be provided with one of the
following notifications in the bottom corner:

Android/Web Console

A Delivered message on the TigerConnect Web Console and in the Android Mobile
App will say the word “Delivered” in blue for the sender of the message only.

HOW DO I KNOW A MESSAGE I HAVE SENT HAS BEEN READ?

Each message that has been sent will provide you with a status on the bottom
right corner of the message. When a message has been Read, you will be provided
with the following notification in the bottom corner of the message:

Android/Web Console

A Read message on the TigerConnect Web Console and in the Android Mobile
App will say the word “Read” in green for the sender of the message only.

WILL A PERSON RECEIVE MY TIGERCONNECT MESSAGE(S) IF THEY ARE LOGGED OUT OR IN A
POOR CONNECTION AREA?

Yes. There are two available methods that help ensure message delivery on
TigerConnect:

Fast Deploy

Messages to users that are not logged into TigerConnect are sent via
TigerConnect’s Fast Deploy service. Fast Deploy is a secure way to communicate
with anyone in your organization’s corporate network, when they are logged into
their TigerConnect account. When a user is logged out of TigerConnect, a secure
message link will be sent via email and/or SMS text. This feature is enabled by
an Administrator at the global Org Settings level or in a user’s TigerConnect
account individually.

The link can then be opened on your computer or mobile device’s web browser.
This is a great way to be able to send messages to users that are using
Blackberry and Windows phones as well which do not have a native TigerConnect
application.

NOTE: While logged out, users can reply to Fast Deploy messages that are sent
directly to them once, however, new messages cannot be initiated until the user
logs into their TigerConnect account on the TigerConnect Web Console/Desktop
Application or iOS/Android mobile application. Additionally, Fast Deploy
messages are single-view only. If the message is viewed from the email/SMS link
a second time, they will receive a message stating the message was previously
read.

Delivery Escalation

Delivery Escalation is a Premium Feature of TigerConnect that allows users in
areas of low to no connectivity to receive notification of new messages via your
device’s phone number through SMS. Delivery Escalation messages do not apply to
TigerConnect Web Console-only users – this feature is mobile-only.

When Delivery Escalation is turned on, an SMS message is sent to the phone
number attached to a user’s TigerConnect account when they are logged in to the
mobile device only and a message remains in Sent status for 5 (five) minutes. An
SMS is then sent, as messages sent via SMS can be received in cases of low data
connectivity.

HOW DO I RECALL A MESSAGE?

Android

While in a conversation on your respective device: Long-tap (hold for
approximately 2-3 seconds) on the message that you have sent and wish to delete.
You will be presented with a list of options; tap Recall.

Web Console

Click on the down-facing arrow on the message you wish to recall (messages you
send will be in grey on the right side of the conversation screen) and click
Recall.

NOTE: After the message has been recalled, it is removed from your device, the
recipient’s device and from the server . Note that unless your organization
utilizes Message Archiving, TigerConnect messages are not retrievable once
expired.

Additionally, messages can only be recalled from both devices by the sender of
the message. In order to remove received messages, you will either need to
delete an individual message, clear the entire conversation (Web Console only)
or wait for the message lifespan to expire.

CAN I FORWARD A MESSAGE TO ANOTHER USER?

Yes. Messages can be forwarded to an individual user, Group or a Broadcast list.

NOTE: This is a feature that is enabled by your organization’s TigerConnect
Administrators. If you do not see the ability to Forward a message, please
contact your local IT Help Desk or on-site Administrator or
supervisor. Additionally, ensure that you are attempting to forward a message
within your organization. If you are in the Contacts organization, forwarding is
not enabled for this network. It is a free-to-use network for anyone with a
TigerConnect account.

To forward a message, do the following:

1. On the message you wish to forward either:
* Long-tap on the message (Android).
* Click the downward-facing arrow in the upper right-hand corner of the
message (Web Console).
2. Tap or click Forward.
3. Search for the users you wish to forward the message to.
1. You can either search for the users manually by scrolling through the
contacts list (Android), or you can type the user’s name in the Search
bar (Web/Android).
2. Tap or click the user’s name.
1. Repeat this as often as needed until all desired users or Groups have
been picked.
2. Tap Next (Android) or click Forward Message (Web Console) to forward
the message to the selected users.

The name of the user the message was forwarded from is included at the top
of the message. For users with multiple organizations: Currently, messages
can only be forwarded within the originating organization. (e.g. Dr. Jones
in Hospital 1 can forward the message to Dr. Smith in Hospital 1, but cannot
forward a message to Dr. Moore in Hospital 2).

WHAT DOES MESSAGE LIFESPAN MEAN?

Message Lifespan is the length of time a message will remain in a TigerConnect
conversation before it is deleted on both the sender and all recipient’s
devices. This applies to individual conversations, Broadcast Lists, Roles as
well as Group messages. For example:

* Your message lifespan is 2 days and you send a message to a coworker at 2:00
PM on Friday.
* Your coworker receives the TigerConnect message to their device, but does not
open the message to mark it as ‘Read’. Your coworker then opens TigerConnect
after 2:00 PM Sunday – the message is no longer visible to them.
* The message will be deleted from your device, the receiver’s device, and
TigerConnect’s servers.

Keep in mind – If the receiver does not open and read the message within the
message lifespan, the message is no longer accessible once it reaches its
expiration. Note that unless your organization utilizes Message
Archiving, TigerConnect messages are not retrievable once expired.

CAN I RETRIEVE AN EXPIRED MESSAGE?

There is no way to retrieve an expired message – it is gone forever unless your
organization has added Message Archiving to their TigerConnect service. Please
contact your local IT help desk, on-site administrator or supervisor to find out
if your organization utilizes archiving. Additionally, feel free to contact the
TigerConnect Client Care team at the following with any questions about
archiving:

* On TigerConnect: Search for and send a message to the ‘TigerConnect Admin’
user

* Phone:
* General Client Care Phone #: 650-564-4722

ANDROID/WEB - FILES AND IMAGES

CAN I SEND PHOTOS OR VIDEOS VIA THE TIGERCONNECT MOBILE APPLICATION?

TigerConnect for Android allows users to send existing photos (Gallery) and new
photos from the device’s Camera.

The TigerConnect Web Console only allows uploading of existing JPG, GIF and PNG
images locally stored on your computer.

Larger format files like DICOM are not supported on any TigerConnect platform.

CAN I SEND MULTIPLE FILES AT ONCE FROM THE WEB CONSOLE?

Android

Yes. This applies to photos from your device’s Gallery and documents from any
connected service on your Android device (e.g – Google Drive, Dropbox, Box,
etc.) To add multiple images and files, do the following from your Android
device:

Images/Photos

1. Within the conversation, tap Gallery (square image with a mountain and sun
in the bottom banner).
2. You will be presented with all of the images/photos on your device’s Gallery
at the bottom of your screen. Scroll through the list and tap to select
multiple images. You can select multiple images at a time.
3. Once you have selected all photos, tap the Checkmark icon in the lower left.
4. Tap Send in the lower right (paper airplane icon).

Files

1. Within the conversation, tap File (a piece of paper with a folded down upper
right corner icon in the bottom banner).
2. From the file pop-out on the left, select the source of the file (Recent
Images, Videos and Audio from your device as well as cloud-connected storage
services: Google Drive, Dropbox, Box, etc.)
1. Note: If you have not yet signed into any cloud-connected storage apps,
you will need to do this first to access your files.
3. Tap the file you wish to send.
4. Repeat steps 1-3 until you have all files you wish to send.
5. Tap Send in the lower right (paper airplane icon).

Web Console

Currently, files can only be sent one at a time. To upload files and images, do
the following:

1. Log in to: https://home.tigertext.com/ with your TigerText account
credentials.
2. Search for the desired individual with which you wish to send the
file/image.
3. Click Attachment button (paper clip icon) to the left of the message field.
4. Browse your computer for the specific file/image you wish to send.
5. Select Open. The file/image is now previewed in your message.
6. Add text and click the red Send button.

CAN I DOWNLOAD FILES AND IMAGES SENT TO ME ON TIGERCONNECT?

Android:

The TigerConnect Android application does not allow you to download any
documents, files or images. However, you can view attachments.

Web Console: Attachments can be viewed and/or downloaded from within the
TigerConnect Web Console to your computer.

* Images/Audio
* When clicking on an attachment within the Web Console, if it is an image or
audio, you will be presented with a pop up within the Web Console that
displays the image or the audio message. Optionally, you can click Download
Image at the top of the image to download the image to your computer.
* Documents
* When clicking on an attachment within the Web Console, the document will be
automatically downloaded to your computer. You can then open the document
to view in a compatible program. If your web browser is set to ask for a
download location on your computer, you will receive a pop-up asking you
where to put the file. Otherwise, the file will immediately download to
your computer (This is typically downloaded to your computer’s My Documents
(Windows) or Downloads (Mac) folder by default).

For a list of attachments available for upload within TigerConnect, click here.

HOW DO I SEND A FILE OR IMAGE?

Android

Images/Photos

Files

1. Within the conversation, tap File (a piece of paper with a folded down upper
right corner icon in the bottom banner).
2. From the file pop-out on the left, select the source of the file (Recent
Images, Videos, and Audio from your device as well as cloud-connected
storage services: Google Drive, Dropbox, Box, etc.)
1. Note: If you have not yet signed into any cloud-connected storage apps,
you will need to do this first to access your files.
3. Tap the file you wish to send.
4. Repeat steps 1-3 until you have all files you wish to send.
5. Tap Send in the lower right (paper airplane icon).

Web Console

1. Log in to https://home.tigertext.com/ with your TigerConnect account
credentials.
2. Search for the desired individual with which you wish to send the
file/image.
3. Click the Attachment button (paper clip icon) to the left of the message
field.
4. Browse your computer for the specific file/image you wish to send.
5. Select Open. The file/image is now previewed in your message.
1. Optional: Add text and
6. Click the red Send button.

WHAT TYPES OF FILES CAN BE SENT?

CURRENTLY ACCEPTED MICROSOFT OFFICE TYPES:

* Word (.doc, .docx)
* Excel (.xls, .xlsx)
* Powerpoint (.ppt, .pptx)

PHOTOS:

* .jpg
* .png
* .gif

OTHER ACCEPTED FORMATS:

* .pdf
* .wav
* .mp3
* .mov

ANDROID/WEB - GROUPS AND BROADCAST LISTS

WHAT IS THE DIFFERENCE BETWEEN A GROUP AND A BROADCAST LIST?

Groups

* A Group can be made on-the-fly by any user within the organization.
* Groups are private and visible only to those within the Group.
* Any user who is in the Group can see all messages sent to the group, and can
also reply.

Broadcast Lists

* Can only be set up and managed by TigerConnect Administrators within your
organization.
* Broadcast Lists are public and any user in your organization can send a
single message out to many (e.g. all Residents).
* Any replies only go to the sender that initiated the Broadcast List message.

HOW DO I CREATE A GROUP?

Note about Group creation: Groups adhere to an organization’s Message Lifespan.
This is controlled by your TigerConnect Administrator and cannot be set as an
individual user.

Android

1. Within your TigerConnect Inbox, tap the plus sign ( + ) in the lower right.
2. Tap New Group.
3. Enter a group name in Enter Group Name field, tap NEXT once added.
* You can also choose an avatar by tapping Upload Avatar. You can
choose Take a Photo from your Android’s camera or Choose a Picture from
your device’s Gallery (upon first tapping Choose a Picture, you will have
the choice to set a default photo program. This will be the photo
application TigerConnect uses moving forward).

* Once you’ve located and tapped on the photo you wish to add, tap SAVE to
add or DISCARD to pick a new photo.

4. Select users from the list, or tap Search and enter the names for specific
users you wish to include in the Group.
5. Tap the plus sign ( + ) next to the desired user you wish to add to the
Group to place a checkmark next to the user.

6. Repeat Steps 5 and 6 until all desired users have been added.
7. Tap the checkmark in the upper right-hand corner to complete the Group’s
creation.

Web Console

1. Log in to: https://home.tigertext.com/.
2. Click the Menu (three horizontal lines) in the upper left-hand corner of the
Web Console screen.
3. Click Create Group.
4. Enter the name by clicking the field to the right of the Group name field.
* Note: If you are part of multiple organizations, ensure that you select
the desired organization where you wish to add the group in Select
Company.
5. To add a member, type the user’s name in the Add members field. A drop-down
will appear as you type the user’s name.
6. Click the desired user.
7. Repeat Steps 5 and 6 until all desired users have been added.
8. Click the Create Group button.

Additionally, in the Web Console, you can create groups on-the-fly by tapping
the New Message button above your organization’s roster. A search bar will
appear and you can search and enter all desired users for the group. Once all
users are selected, enter the message you wish to send to the group in the
message field at the bottom of the Web Console and tap the red Send button. This
group’s name will inherit the names of each member of the group. For
instructions on how to edit the group’s name on the Web Console, click here.

CAN I SET A MESSAGE LIFESPAN ON GROUPS?

No. Group message lifespans are set per your organization’s message lifespan and
cannot be edited at the user level. In order to change the group message
lifespan, the lifespan would have to be changed by your organization’s
TigerConnect Administrator at the global, organizational level.

HOW DO I ADD MEMBERS TO A GROUP?

Note: Group details (members, name, etc.) can be edited and accessed by any user
who is a part of a Group.

Android

1. Log in to your TigerConnect account from your mobile device with your
TigerConnect account credentials.
2. Near the top of the TigerConnect app, tap GROUPS.
* To filter only Private messaging Groups, tap ‘Private‘, just below the
Inbox/Groups tabs.
3. Tap the Group you wish to add members.
4. Within the Group, tap the ‘ i ‘ icon in the upper left of the Group.
5. Tap Add Members.
6. Begin searching for specific users or select users from the available list
in the ALL section.
7. Tap the plus sign ( + ) next to each desired user (a red checkmark will
appear to the right of the user once it has been successfully added).
1. Alternatively, TigerConnect will provide you with the most commonly
messaged and recently messaged individuals to choose from in the
‘Suggestions‘ section.
8. Once all desired users are added, tap the Checkmark in the upper right-hand
corner.
9. Tap the back arrow in the upper left-hand corner, next to the search bar to
return to the group conversation.

Web Console

1. Log in to: https://home.tigerconnect.com/.
2. Click to open the conversation window for the group to which you want to add
members.
3. Click Group Settings (gear icon) in the upper right-hand corner of the
conversation window.
4. In the Add members field, type the name of the user you wish to add. A
drop-down will appear.
5. Click the desired user you wish to add (user will be automatically added to
the Group).
6. Repeat Steps 4 and 5 until all desired users have been added.
7. Click Update Group (this will return you to the group conversation).

HOW DO I REMOVE MEMBERS FROM A GROUP?

Note: Group details (members, name, etc.) can be edited and accessed by any user
who is a part of a Group. You cannot remove yourself from a Group using the
below workflow. See How do I leave a Group? for steps on how to remove yourself
from a Group.

Android

1. Within the Group, tap the ‘ i ‘ icon in the upper left of the Group.
2. Tap the Edit button (red pencil icon).
3. Select the checkbox next to the users you wish to remove from the Group.
4. Tap the Checkmark in the upper right, below the Group name.
5. Scroll to the bottom of the page and tap Remove from Group.
6. Tap Remove to confirm.
* Alternatively, you can tap Cancel to stop any changes and tap the back
arrow in the upper left to go back to the Group’s Settings.

Web Console

1. Click to open the conversation window for the Group in which you want to
remove members.
2. Click Group Settings (gear icon) in the upper right-hand corner of the
conversation window.
3. In the Members section (gray box with current group members), click the X to
the right of the user you wish to remove from the group.
4. Repeat Step 4 until all desired users have been removed.
5. Click Update Group (this will return you to the group conversation).

HOW DO I LEAVE A GROUP?

Note: Group details (members, name, etc.) can be edited and accessed by any user
who is a part of a Group.

Android

1. Within the Group, tap the ‘ i ‘ icon in the upper left of the Group.
2. Tap the Edit button (pencil icon in upper right).
3. Tap Leave Group.
4. Tap Leave to confirm your choice. (Tap Cancel to remain in the group).

Alternatively, from the Inbox you can simply long-tap on the Group you wish to
leave, then tap Leave. Tap Leave again to confirm. (Tap Cancel to remain in the
group)

Web Console

1. Log in to: https://home.tigertext.com/.
2. Click to open the conversation window for the Group in which you wish to
leave.
3. Click Group Settings (gear icon) in the upper right-hand corner of the
conversation window.
4. Click the red Leave Group button.
5. A confirmation will appear: “Are you sure you want to leave this group?” –
click Leave (this will return you to your TigeConnect Web Console Inbox). In
order to be re-added to the Group, contact a member of the Group and have
them re-add you.

HOW DO I EDIT A GROUP NAME?

The directions below will show you how to change the name of a Group after its
creation. A Group name change will be instantly enacted for all users within the
Group.

Android

1. Near the top of the TigerConnect app, tap GROUPS.
* To filter only Private messaging Groups, tap ‘Private‘, just below the
Inbox/Groups tabs.
2. Tap the Group you wish to add members.
3. Tap the Group Settings ‘ i ‘ in the upper right corner.
4. Tap the Edit button (pencil icon in the upper right).
5. Under Edit Group’s Profile, tap under Group Name and change the name of the
group.
6. Tap the Checkmark to save the Group’s new name.
7. Tap the back arrow to return to the Group conversation.

Web Console

1. Log in to https://home.tigertext.com/.
2. Search and click on the desired Group you wish to edit.
3. In the upper right of the conversation window, click the Group Settings
(gear icon).
4. Click on the Group Name field, select the text and rename the Group.
5. Click the red Update Group button (Returns you to the group to continue
messaging).
6. You can also click Cancel to discard any changes.

ANDROID/WEB - SUPPORTED DEVICES AND BROWSERS

ANDROID – WHAT MOBILE DEVICES ARE SUPPORTED BY TIGERCONNECT?

Android

There are a variety of Android devices. The minimum required Android operating
system to download the latest version of TigerConnect is Android 4.0.3 or newer.

Any devices that have an older version than Android 4.x will need to upgrade
their operating system. Alternatively, upgrading your device to an operating
system with 4.x or above will allow you to get the most recent version of
TigerConnect.

See our System Requirements page for further details regarding the latest
operating systems and devices supported by TigerConnect:

https://www.tigerconnect.com/system-requirements

WHAT WEB BROWSERS ARE COMPATIBLE WITH THE TIGERCONNECT WEB CONSOLE?

To access TigerConnect from a computer web browser, navigate to
https://home.tigertext.com. Compatible web browsers include Chrome, Firefox,
Internet Explorer (IE), and Safari.

See our System Requirements page for the latest browsers supported by
TigerConnect:

https://www.tigerconnect.com/system-requirements

ANDROID/WEB - DATA USAGE AND BATTERY LIFE

ANDROID – HOW CAN I PRESERVE BATTERY LIFE ON MY DEVICE WHILE USING TIGERCONNECT?

A smartphone’s display is typically the biggest drain on a battery. However,
there are a few things that you can do to help preserve the charge you have.

Auto-Lock/Screen Timeout

A screen that is left on and is not sent into “sleep” mode (turning off the
screen by pressing the phone’s power button), is going to drain battery. In
order to help preserve the life of your battery, set your phone’s settings
accordingly. The longer the time to screen timeout, the more battery will be
drained.

Android devices will vary depending on their operating system version (OS).
Typically, the auto lock can be found under your Android
device’s Settings under Display. Look for a setting that says “Sleep” or “Screen
Timeout”.

3G/4G/LTE and Wi-Fi

Your phone is constantly searching for towers and connections when 3G, 4G, LTE
or Wi-Fi are turned on. You can help preserve battery by turning on Wi-Fi and
connecting to a local wireless network (if available).

If your device is utilizing 4G and LTE, this can drain your device’s battery
faster than 3G. If you notice a significant drain on the battery, consider
turning 4G/LTE off. Your connection may be slower when using more heavy browsing
(image uploads/voice memos) but you will conserve more battery power this way.

GPS

GPS is one of the largest drains on a battery, next to your smartphone’s
display. If you have an app that requires GPS location
(navigation/map/geotagging), your phone will be searching to find a satellite
signal, and that requires a considerable amount of power from your phone’s
battery.

Location of GPS (Location) Settings differs depending on the Android device.
Typically, they are found under Location or Location and Security in your
Settings (typically a gear icon). Once selected, you can deselect any boxes that
involve GPS and Location.

Note: TigerConnect utilizes location services on your device when selecting to
send your location only within a conversation. If you are noticing a significant
decrease in battery life, be mindful of GPS-heavy apps (e.g. – Google Maps,
Facebook).

ANDROID – HOW MUCH DATA DOES TIGERCONNECT USE ON MY MOBILE DEVICE?

The TigerConnect mobile application has been designed to limit battery drain and
data usage for our Secure Messaging customers. Regardless, the more you use the
device, the more you will use your battery and data. If messaging with
TigerConnect is causing you to become more active on your device, you may in
turn notice that your battery life is diminishing faster than you are accustomed
to.

Most users will not notice any extra data usage as each message is around 1Kb.
It takes 1,024 Kb to equal 1Mb. This means you would need to send 1,024 messages
per month to use 1 MB.

If your organization is sharing large files (e.g. – videos, large documents,
audio files) TigerConnect will attempt to compress these. However, it is
recommended that your device is connected to Wi-Fi as often as possible in order
to conserve data as well as to ensure faster, consistent delivery speeds when
uploading files and images.

NOTE: If your device is connected to a Wi-Fi network, TigerConnect will not use
data from your cellular plan. This is especially useful if you have a monthly
data cap.

IOS - SETTINGS

HOW DO I CHANGE ALERTS ON MY TIGERCONNECT APPLICATION?

To change your audio alerts on TigerConnct for iOS:

1. Within the TigerConnect application, In the lower banner, tap Settings.
2. Tap Alert Sound.
3. Select your desired notification sound.
4. Tap the back arrow in the left-hand corner to save the notification sound.

Optionally, you can enable notifications to alert you while you have the
TigerConnect application open and visible on your screen. The in-app
notification is not on by default. To enable this, tap the slider to the right
of In-App Alert Sound, just below Alert Sound.

WHY AM I NOT HEARING A SOUND WHEN I GET A TIGERCONNECT MESSAGE?

You can also check your device’s Notification Center settings in your iOS
device’s Settings. Under TigerConnect, ensure you have not disabled your audio
alerts for TigerConnect by checking that Allow Notifications is set to ON (will
appear Green once enabled) and the following are selected:

* Sounds
* Badge App Icon
* Show on Lock Screen
* Under Alerts, ensure the following is selected:
* Show on Lock Screen
* Show in History
* Show as Banners
* Select one of the following:
* Temporary (banner will ‘pop down’ on your screen for approximately 2-3
seconds, then dismiss itself.
* Persistent (banner will remain at the top of your screen until you
dismiss or tap on it to open the conversation)

If you are unable to hear any notifications on your device, first try to log out
and uninstall TigerConnect, then reinstall the application and log back in. Upon
logging back in, if you are still unable to hear any notifications, contact
TigerConnect Client Care at the following:

* Phone:
* General Client Care Phone #: 650-564-4722

WHAT IS THE IN-APP ALERT SOUND’ SETTING? (IOS)

By default on iOS, the TigerConnect application does not alert to new messages
while the TigerConnect application is open. To enable this on your iOS device,
do the following:

1. Open the TigerConnect application from your home screen.
2. Tap Settings.
3. Tap the slider to the right of In-App Alert Sound to ON (will appear red,
when ON).

Once enabled, this will inherit your current TigerConnect notification to ring
in-app.

HOW DO I UPDATE MY AVATAR (PROFILE PICTURE)?

To update your avatar on TigerConnect for iOS, please do the following:

1. Log into TigerConnect on your iOS device.
2. Tap Settings.
3. Tap the avatar to the left of your display name.
4. Tap the circular avatar placeholder or Change, below the avatar placeholder.
5. Tap Take Photo to take a new photo or Choose Existing to choose from your
device’s Camera Roll:
1. Take Photo
1. Take your photo.
2. Tap Use Photo, or tap Retake to take a new photo.
1. Tapping Use Photo will automatically add the taken photo as your
avatar.
2. Alternatively, you can tap Cancel while in the Camera to not update
or add an avatar.
2. Choose Existing
1. Select from your available photos.
2. Edit the photo to your desired size.
3. Tap Choose to continue.
1. This will automatically add the photo as your avatar.

WHAT DOES DO NOT DISTURB DO?

For TigerConnect, Do Not Disturb is a feature that allows a user to disable
audible and visible TigerConnect notifications for the TigerConnect application
only. Additionally, Do Not Disturb for TigerConnect also provides a custom
‘out-of-office’ message that is sent when a user sends you a message while Do
Not Disturb is on.

It is important to note that no alert will sound on your device for
TigerConnect, however, the user will continue to receive messages to the
TigerConnect application. Please make sure you remember to turn Do Not Disturb
off when you want to receive notifications again.

Note regarding iOS’ Do Not Disturb: Separate from TigerConnect, iOS’ Do Not
Disturb (DND) function mutes all incoming audible and visual notifications. This
applies to notifications from TigerConnect, in addition to regular SMS, email
and phone calls. If you wish to turn off audible and visual notifications for
TigerConnect only, you must do so from within the TigerConnect application.

How to enable Do Not Disturb from your iOS TigerConnect application:

1. Log into your TigerConnect account from your mobile device.
2. Tap Settings.
3. Locate the Do Not Disturb entry, and tap the slider to the right to ON (will
turn Red).
1. After turning Do Not Disturb on, you can enter a custom message in the
field that appears after enabling it. This will be displayed on the
sender’s device with the first message they send to you in a
conversation. Any subsequent messages will not contain the DND message
for the sender.

CAN I SET A CUSTOM STATUS?

Yes. TigerConnect allows you to set a status that will reside below your display
name within one-on-one conversations.

To set a custom status on TigerConnect for iOS:

1. Log in to your TigerConnect account on your mobile device.
2. In the lower banner tap Settings
3. Tap the Status section, just below your name and Avatar.
4. Begin typing a status message (e.g. Available, or Call me at 555-234-5678).
Changes will be automatically saved to your profile, no further action is
required.

HOW DO I SET UP PIN LOCK?

This feature can be used on Apple (iOS) mobile devices. Your organization may
require you to set a PIN upon logging in to TigerConnect. Keep in mind, you may
be unable to change the settings within the PIN Lock, as your TigerConnect
administrator may have the settings locked to prevent further changes to your
account.

Additionally, TigerConnect takes advantage of TouchID in TigerConnect version
5.0.1 and newer. TouchID is available on iPhone 5S and newer, as well as the
iPad mini 3 and iPad Air 2.

To set up PIN lock on your iOS device:

1. Log in to your TigerConnect account on your mobile device.
2. Tap Settings.
3. To the right of the PIN Lock entry, tap the slider to ON.
4. Enter and re-enter (to confirm) your desired 4-digit PIN.
1. Note: TouchID will be requested after your next entry into the
TigerConnect app.

PIN Lock Durations

* Immediately
* After 1 minute
* After 5 minutes
* After 15 minutes
* After 1 hour
* After 4 hours

Note: If your organization has a PIN Lock duration longer than Immediately, you
will have the ability to set a more aggressive PIN Lock duration. You will not
be able to set a PIN lock with a duration longer than the minimum set by your
administrator (e.g. – Admin sets a PIN Lock duration of 15 minutes, within the
application, you can set the duration to 5 minutes, 1 minute and Immediately).
Additionally, if you are a part of multiple facilities with separate networks,
for example Facility A and Facility B, TigerConnect will always assume the more
aggressive setting (e.g. – Facility A has duration of 15 minutes and Facility B
is set to Immediately, TigerConnect will assume the Immediately setting).

WHAT IF I FORGET MY PIN LOCK CODE?

If you have forgotten your PIN lock code, uninstall the TigerConnect app on your
device. Once uninstalled, then re-install the app and log back in with your
username and Password. You will need to go back to the Settings menu on your
device to set a new PIN Lock code.

iOS only: TigerConnect takes advantage of Apple’s TouchID feature. If you have
TouchID enabled on your iOS device (iPhone 5S and newer only, as well as the
iPad mini 3 and newer and the iPad Air 2 and newer), it will automatically
request to unlock TigerConnect with TouchID. If you wish to enter the PIN code,
simply tap Enter TigerConnect PIN. Just as with the PIN Lock code you provide,
if you are having issues with TouchID, simply uninstall the TigerConnect
application, and upon succesfully reinstallation and login you can enter a new
PIN to renable PIN Lock/TouchID.

IOS - GROUPS AND BROADCAST LISTS

WHAT IS THE DIFFERENCE BETWEEN A GROUP AND A BROADCAST LIST?

Groups

* A Group can be made on-the-fly by any user within a Paid or Freemium
organization.
* Groups are private and visible only to those within the Group.
* Any user who is in the Group can see all messages sent to the group, and can
also reply.

Broadcast Lists

HOW DO I CREATE A GROUP?

Note about Group creation: Groups will adhere to an organization’s Message
Lifespan. This is controlled by your TigerConnect Administrator and cannot be
set as an individual user.

To create a Group on TigerConnect for iOS

1. Log in to your TigerConnect account on your mobile device.
2. In the lower navigation banner, tap Groups.
* Note: If you are part of multiple organizations, ensure that you are in
the desired organization where you wish to add the Group by tapping the
org selection dropdown at the top of the application.
3. Tap the Compose button (pen and paper icon) in the upper right-hand corner.
4. In the Enter Group Name field, enter the name of the Group.
* You can also choose an avatar by tapping the Add Photo button (red Camera
icon to the left of the Enter Group Name field).
* You can add an image from your iOS device’s Camera app or from an
existing photo in your Camera Roll or from a pre-determined list of
TigerConnect avatars.
5. In the Enter Name field, begin searching for specific users you wish to
include in the Group by typing their name.
* Alternatively, you can scroll through existing list.
6. Tap the desired user.
7. Repeat Steps 5 and 6 until all desired users have been added.
8. Tap Create.

Additionally, on iOS you can create groups on-the-fly by tapping
the Compose button (pad and pen icon) in the upper right-hand corner of your
organization’s roster and engaging Steps 4-5 above. Once all users are selected,
enter the message you wish to send to the group and tap the green Send button.
The created group’s name will inherit the names of each member of the Group.

CAN I SET A MESSAGE LIFESPAN ON GROUPS?

No. Currently Group message lifespans abide by the organization’s message
lifespan and cannot be edited at the user level. In order to change the group
message lifespan, the lifespan would have to be changed by a TigerConnect
adminstrator at the global, organizational level.

HOW DO I ADD MEMBERS TO A GROUP?

Note: Group details (members, name, etc.) can be edited and accessed by any user
who is a part of a Group.

To add members to a group on TigerConnect for iOS:

1. Log in to your TigerConnect account from your mobile device with your
TigerConnect account credentials.
2. Search and tap on the desired Group you wish to add members.
3. Tap the Group Settings button (3 vertical dots in upper right-hand corner).
4. Tap Add at the top of the Group members list.
5. The page will be titled Add People, and a list will populate below. You can
either select users from the list, or begin typing a user’s name to find
them.
6. Tap the desired user(s) you wish to add.
7. Repeat Steps 5 and 6 until all desired users are added.
8. Once all desired users are added, tap UPDATE.
* Optionally, you can tap the X in the upper left-hand corner to discard any
changes and leave the Add People screen.

HOW DO I REMOVE MEMBERS FROM A GROUP?

Note: Group details (members, name, etc.) can be edited and accessed by any user
who is a part of a Group. You cannot remove yourself from a Group using the
below workflow.

To remove members from a group on TigerConnect for iOS:

1. Log in to your TigerConnect account from your mobile device with your
TigerConnect account credentials.
2. Search and tap on the desired Group you wish to edit.
3. Tap the Group Settings button (3 horizontal dots in upper right-hand
corner).
4. Locate the user you wish to remove and slide the user’s name to the left.
The words Remove will appear to the right of the name.
5. Tap Remove. The user has now been removed from the Group.

6. IMPORTANT: Once all desired users are removed, tap the left-facing arrow in
the upper left-hand corner to return to the Group conversation.

HOW DO I LEAVE A GROUP?

Note: Group details (members, name, etc.) can be edited and accessed by any user
who is a part of a Group.

To leave a group on TigerConnect for iOS:

1. Log in to your TigerConnect account from your mobile device with your
TigerConnect account credentials.
2. Swipe to the left on the Group you wish to leave.
3. Tap Leave.
4. You will be asked to confirm leaving the Group. Tap Yes if you wish to
leave.
1. NOTE: Tapping this will prevent you from receiving any future messages
from the group.
5. You have now been removed from the Group. In order to be re-added to the
Group, contact a member of the Group and have them re-add you.

Alternatively, you can leave a group by tapping on the Group Settings button in
the upper right-hand corner, scroll to the bottom of the page and tap Leave
Group. A prompt does appear here to confirm if you wish to leave the Group or
not.

HOW DO I EDIT A GROUP NAME?

Created Groups will already have been named. The directions below will show you
how to change the name of a Group after its creation. A Group name change will
be instantly enacted for all users within the Group.

To edit a group name on TigerConnect for iOS:

1. Log in to your TigerConnect account from your mobile device with your
TigerConnect account credentials.
2. Search and tap on the desired Group you wish to edit.
3. Tap the More button (3 vertical dots in upper right-hand corner).
4. Tap the existing name (directly below the Group Settings heading), and
select and rename the Group.
5. Tap left-facing arrow in the upper left-hand corner to return to Group and
save the newly created Group name.

IOS - LOG IN

I WAS ALREADY GIVEN A PASSWORD, WHY IS TIGERCONNECT ASKING ME TO CREATE A
PASSWORD?

In most cases, a TigerConnect account has already been created for you and there
is no need to sign up for a new TigerConnect account.

To confirm your username/email, TigerConnect can be reached at the following:

* Phone: (650-564-4722)

* Email: prosupport@tigerconnect.com

HOW DO I LOG IN ON MY MOBILE DEVICE?

To log into TigerConnect for iOS:

1. After downloading TigerConnect, tap the TigerConnect icon (white icon with a
clover) on your iOS device’s home screen open the application.
2. Enter your Username or work email.
3. Enter your password.
4. Tap Activate This Device.
5. On the New Message screen tap the green Send button.
6. Confirm your first and last name and add an avatar if you wish, then
tap Start Messaging.
7. Tap Allow Notifications, then tap Allow.
8. Tap Allow Access, then tap OK.

Note: If you have already been provided with a username or email address to log
into TigerConnect, and are prompted to create a new password, return to the
previous screen by tapping Back and ensure you have properly entered your
facility username or email address. Your password will likely be a previously
used network password or one provided to you by your facility’s IT staff. Please
defer to your facility’s IT staff if unsure.

Finally, if you cannot remember your username, please contact your TigerConnect
administrator (typically a member of your organization’s administration or IT
staff). If you are unable to reach a resource on-site, feel free to email
TigerConnect Client Care at prosupport@tigerconnect.com or contact us by phone
at (650) 56-HIPAA | (650) 564-4722 for further assistance.

WHAT IS MY USERNAME?

Your Username is typically an email address provided by your facility’s
administrator. This may be your email address, or a facility-specific username
scheme.

It may also be a network login used to sign in to your work email or login to
access your work computer.

If you are unable to recall your username, or are having difficulty logging in,
please reach out to either TigerConnect Client Care at
prosupport@tigerconnect.com or contact a member of your facility’s IT or
Administrative staff for assistance with locating your TigerConnect username.

WHAT IS MY PASSWORD?

You may have received a communication with your username and password by a
member of your facility’s IT or Administrative staff. You will have been setup
with a default password.

Your login and password may be the same as those for your facility’s network
login. Passwords are a minimum of 6 characters (alphanumeric and special
characters accepted) and are case sensitive.

If you are unable to reset your password from within the TigerConnect iOS Mobile
App, please contact your administrator or help desk in order to reset your
password.

HOW DO I CHANGE MY PASSWORD?

NOTE: TigerConnect requires the minimum when changing/updating your password:

* Minimum 8 characters
* One capital letter
* One special character (!,@,#,$, etc.)
* One number (0-9)

To change your password on TigerConnect for iOS:

1. While logged into TigerConnect the lower banner, tap Settings.
2. Tap Change Password.
3. Enter your Current password, then your New password and confirm the new
password. The password must be 6 characters in length and is case sensitive.
4. Tap Done to complete new password creation. You will be greeted with a
message saying your password was successfully changed, if there are no
errors with your password.

If you are having any difficulty changing your password using these methods,
please contact TigerConnect Client Care by email at prosupport@tigerconnect.com
or by phone at (650) 564-4722.

DO I EVER NEED TO LOG OUT?

No, you don’t need to log out, unless you are experiencing issues with the
TigerConnect application. Even if you lose power, when your phone is re-charged
or re-started you will remain logged into the TigerConnect application. Staying
logged in ensures you are receiving TigerConnect messages in a timely fashion.

IOS - DATA USAGE AND BATTERY LIFE

HOW CAN I PRESERVE BATTERY LIFE ON MY DEVICE WHILE USING TIGERCONNECT?

A smartphone’s display is typically the biggest drain on a battery. However,
there are a few things that you can do to help preserve the charge you have.

Auto-Lock/Screen Timeout

A screen that is left on and is not sent into “sleep” mode (turning off the
screen by pressing the phone’s power button), is going to drain the battery. In
order to help preserve the life of your battery, set your phone’s settings
accordingly. The longer the time to screen timeout, the more battery will be
drained.

To change your iOS device’s Auto-Lock time, do the following:

1. On your iOS device’s home screen, tap Settings
2. Tap General.
3. Tap Display & Brightness.
4. Tap Auto Lock.
1. This can be set to 30 seconds, 1, 2, 3, 4, 5 Minutes or Never.

3G/4G/LTE and Wi-Fi

GPS

GPS is one of the largest drains on a smartphone’s battery, next to the screen
display. If you have an app that requires GPS location
(navigation/map/geotagging), your phone will be searching to find a satellite
signal, and that requires a considerable amount of power from your phone’s
battery.

Note: TigerConnect does utilize location services on your device only when
sending your location within a conversation. However, if you are noticing a
significant decrease in battery life, be mindful of GPS-heavy apps (i.e. – iOS
Maps). Changing these settings will disable GPS, and will not allow your phone
access to apps that require it.

To disable GPS for specific apps on your iOS device:

1. From the iOS device’s Home screen, tap Settings.
2. Tap Privacy.
3. Tap Location Services
4. From here, select devices that utilize GPS, and disable Location Services
for that app by selecting OFF.

HOW MUCH DATA DOES TIGERCONNECT USE ON MY DEVICE?

The TigerConnect mobile application has been designed to limit battery drain and
data usage for our Secure Messaging customers. Regardless, the more you use
your device, the more you will use your battery and data. If messaging with
TigerConnect is causing you to become more active on your device, you may in
turn notice that your battery life is diminishing faster.

Most users will not notice any extra data usage as each message is around 1Kb.
It takes 1,024 Kb to equal 1Mb. This means you would need to send 1,024 messages
per month to use 1 MB.

If your organization is sharing large files (e.g. – videos, large documents,
audio files) TigerConnect will attempt to compress these, however, it is
recommended your device is connected to Wi-Fi as often as possible in order to
conserve data as well as to ensure faster, consistent delivery speeds when
uploading files and images.

NOTE: If your device is connected to a Wi-Fi network, TigerConnect will not use
data from your cellular plan. This is especially useful for those with monthly
data caps.

IOS - FILES AND IMAGES

CAN I SEND DOCUMENTS VIA THE TIGERCONNECT MOBILE APPLICATION?

Yes. TigerConnect allows users to send documents via the Add File function
within TigerConnect. However, these files can only be opened. TigerConnect for
iOS does not allow you to make any edits to a document.

Click here to find out how to send files within TigerConnect for iOS.

CAN I SEND PHOTOS OR VIDEOS VIA THE TIGERCONNECT MOBILE APPLICATION?

Yes and No.

TigerConnect allows users to send existing photos (Camera Roll) and new photos
(Camera) from iOS.

Existing videos (Camera Roll) are currently unable to be sent within
TigerConnect on iOS. However, you can take new videos within the application by
tapping Send Photo, then sliding to the left to Video.

Larger format files like DICOM are not supported on any TigerConnect platform.

CAN I SEND MULTIPLE FILES AT ONCE FROM THE IOS APPLICATION?

No. Currently, files can only be sent one at a time on TigerConnect for iOS.

CAN I DOWNLOAD FILES AND IMAGES SENT TO ME ON TIGERCONNECT?

By design, TigerConnect does not allow you to download documents, files or
images from TigerConnect for iOS. However, you can view attachments.

HOW DO I SEND A FILE, IMAGE OR VIDEO FROM TIGERCONNECT?

To send an image in TigerConnect for iOS:

1. Log in to your TigerConnect account from your mobile device with your
TigerConnect account credentials.
2. Select the person to whom you wish to send an image to by searching for them
in your Inbox or company Directory.
3. Tap the Attachment button to the left of the message box (paper clip icon).
4. Select either Take Photo or Video or Choose Existing.
* Take Photo or Video will open your iPhone’s Camera app, allowing you take
a new photo or video from within TigerConnect (NOTE: photos and videos
taken within TigerConnect will not be saved to your iOS Photos app, nor
are they stored locally within the TigerConnect application.

* Once you have taken the desired photo, tap Use Photo.
* Once you have taken the desired video, tap Use Video.
* Choose Existing will open your iPhone’s Photos app and allow you to send a
pre-existing photo.
5. If Send Photo is selected, feel free to add text and tap Send.

To send a file or image in TigerConnect for iOS via ‘Add File’:

NOTE: TigerConnect for iOS allows you to send files from the following services:
iCloud Drive, Google Drive, Box, Dropbox, Microsoft OneDrive, and Quip. In order
to utilize these services in TigerConnect, you will need to download the
application to your device, and be signed into the desired application in order
to utilize the Add File feature.

1. Log in to your TigerConnect account from your mobile device with your
TigerConnect account credentials.
2. Select the person to whom you wish to send an image by searching for them in
your Inbox or company Directory.
3. Tap the Attachment button to the left of the message box (paper clip icon).
4. Tap Add File.
5. If your desired storage service is not selected, please tap More, to enable
access.
6. Once your desired service is enabled, search through your selected service’s
file structure to locate the file you wish to add.
7. Tap the desired file or image.
1. This will automatically place the selected file or image within your text
input box.
8. You can add accompanying text to send along with the file or image.
9. Tap Send.

WHAT TYPES OF FILES CAN BE SENT?

CURRENTLY ACCEPTED MICROSOFT OFFICE TYPES:

* Word (.doc, .docx)
* Excel (.xls, .xlsx)
* Powerpoint (.ppt, .pptx)

PHOTOS:

* .jpg
* .png
* .gif

OTHER ACCEPTED FORMATS:

* .pdf
* .wav
* .mp3
* .mov

IOS - INSTALLATION

HOW DO I INSTALL THE TIGERCONNECT MOBILE APP?

To install TigerConnect on your mobile device:

1. Go to http://tigerconnect.com/download within your mobile device or desktop
web browser and click the link for the Apple App Store.
2. Go to App Store for Apple (iOS) devices.

Note on iOS: Apple requires an Apple ID account to download applications on iOS
devices. You will need to sign up for an account in order to download
TigerConnect. If you do not already have an Apple ID, please click here to sign
up for an Apple ID. Once successfully created, return to the App Store within
the device you are going to be using TigerConnect and complete the above steps
to download TigerConnect. To begin downloading, you will have to sign in with
your newly created Apple ID and password and confirm your Apple ID. iOS Note:
TigerConnect is only supported on the two latest public releases of iOS.

1. Open the App Store (iOS – iPhone/iPad/iPod Touch)
2. Tap Search.
3. In the Search bar, type TigerConnect
4. Tap the blue Search button in the lower right-hand corner.
5. You will see an entry that says TigerConnect Secure Messenger App. It is a
red icon with two lowercase t’s. This is the application you will be
downloading.
6. Tap GET, then INSTALL (If previously installed, a cloud icon with a downward
facing arrow will appear – tap this also to download).
7. The App Store may ask for your Apple ID password (or TouchID if enabled on
an iPhone 5s or newer).
* Don’t know your Apple ID or Password? Click here.
8. After successfully entering your password, remaining in the App Store, the
application will begin the download process. A progress circle will appear
in the place of the INSTALL button to show you where you are in the
installation process.
9. Once the application has finished downloading, you will see OPEN in the
place of the progress circle. Tap OPEN to enter the application.

After the download completes, you can also return to your iOS device’s home
screen and tap on the newly downloaded TigerConnect application to begin using
the application.

HOW DO I TURN ON NOTIFICATIONS FOR MY DEVICE?

During the installation process, Apple (iOS) users will be asked to allow push
notifications. Please agree to receive push notifications on your device. These
will alert you to new TigerConnect messages. If during the initial installation
period you elected to not receive push notifications, do the following:

1. Go to your iOS device’s Settings.
2. Tap Notification Center (iOS 7) or Notifications (iOS 8)
3. Scroll down and tap on TigerConnect.
4. Choose either Alert Style (Banner or Alert), ensure that Badge App Icon,
Sounds and Show in Notification Center are turned on.

You should now be able to receive notifications on your device. Additionally,
ensure that your device is not in Vibrate/Silent mode. If enabled, the vertical
button above the iOS device’s volume button will be showing orange and your
device will not provide you with an audible notification. There will be either a
vibration, or no sound at all.

HOW DO I KNOW IF I’VE SUCCESSFULLY INSTALLED TIGERCONNECT ON MY MOBILE DEVICE?

On your Apple (iOS) device, the TigerConnect icon is red and white with two
lowercase t’s (see below). If successfully installed, it will appear on your iOS
device’s home screen.

IOS - LOGGING OUT

DO I EVER NEED TO LOG OUT?

HOW DO I LOG OUT?

NOTE: This applies only to the latest TigerConnect versions. If you are using a
version of TigerConnect that does not follow these steps, please upgrade to the
latest version. TigerConnect will remain logged in until you wish to be logged
out. If you just wish to suspend messaging for a short period of time while
out-of-office, you can turn on Do Not Disturb. This allows you to set an
out-of-office response and temporarily halts all incoming audio notifications
and badges and alerts from TigerConnect. You are then able to turn Do Not
Disturb off and begin to receive notifications again once returning to the
office. This is different than iOS’ Do Not Disturb functionality, which turns
off notifications for all applications and services on your iOS device.

To log out of TigerConnect for iOS:

1. While logged in to the TigerConnect application, tap Settings in the lower
banner.
2. Tap Logout.

IOS - MESSAGING

HOW DO I FIND AND SEND A MESSAGE TO A COWORKER?

The TigerConnect application allows users access to multiple organizations. You
can only message with users in the organization that the administrator has added
you in to.

To find a coworker, and send them a message on TigerConnect for iOS:

1. Ensure you are logged in to your TigerConnect account on your mobile device.
2. From the TigerConnect conversations list, you have a few choices:
1. Tap Inbox. This will contain previous and existing conversations. Users
can be searched by name by pulling down to reveal the Search bar. If you
cannot find a user here, move to the next item.
2. Tap Directory to view all users within the organization. Here you can:
1. Scroll through the list for the desired user – OR –
2. Pull down and reveal the Search bar, tap to begin entering text. You
can search for the user quickly by First or Last name.
3. Tap on the input box at the bottom of the conversation and begin typing your
message (A keyboard should appear).
4. Tap Send.

HOW DO I KNOW I HAVE RECEIVED A MESSAGE?

On iOS, you will receive a “push notification” on your device to let you know
you have received a TigerConnect message. This comes in the form of an audible
ringtone and a visual notification.

* App Icon Badges (appears over the TigerConnect clover icon on your iOS’ Home
Screen)
* Banner notifications (top of screen)
* Lock Screen Alerts

New messages can be accessed in the notification bar at the top of your iOS
device’s screen, while the screen is turned on, by pulling down from the top of
your device’s screen and tapping on the available notifications, or tap on the
TigerConnect app icon on your Home Screen to open the app and view your new
messages.

Repeat Push Notifications

Repeat Push Notifications are a feature of the TigerConnect mobile application
that sends a persistent notification to the user’s device until the message is
read. When Repeat Push Notifications are turned ON, a repetitive notification is
sent after the user’s phone AND TigerConnect application are inactive for 2
(two) minutes or longer. If the initial notification is sent to the device after
the 2 minute timeout, a notification will repeat 10 (ten) times, every two
minutes, until the message is Read.

Note: If any message is sent within the 2 minute timeout period, the repeat push
notification does not occur.

Delivery Escalations

Delivery Escalation is a feature of TigerConnect that allows users in areas of
low to no connectivity to receive notification of new messages via SMS.

When Delivery Escalations are turned on, an SMS message is sent to the phone
number attached to a user’s TigerConnect account when they are logged in to the
mobile device only and a message remains in Sent status for 5 (five) minutes.
SMS is used, as messages sent via SMS can be received in cases of low data
connectivity (SMS charges may apply).

Fast Deploy

When a user is logged out of TigerConnect, a secure message link will be sent
via email and/or SMS (either will have to be enabled by an Administrator in
their TigerConnect account to receive a Fast Deploy). The link can then be
clicked and opened within your iOS device’s web browser.

HOW DO I KNOW A MESSAGE HAS BEEN SENT?

A message is assumed to be Sent as soon as the user clicks or taps “Send” on
their iOS device. On the mobile application, if a message is not successfully
sent (typically a result of poor connectivity in the area the message is being
sent), you will see a “Tap to resend” or “Send Failed” message on iOS.

When a message has been Sent on iOS, you will see the word ‘Delivered’ in blue
in the lower right-hand corner of the message.

If you are connected to either data (3G/4G/LTE) or WiFi, and do not see a
message status update at the bottom right-hand corner of your sent message where
you normally see the Delivered or Read statuses, this typically means that the
user is not currently logged in, or the user is in a poor connection area.

Keep in mind, if a user is not logged in to the TigerConnect app, their messages
should be delivered by Fast Deploy via email or SMS text message. These messages
are secured behind a link, and once opened are sent securely on your device or
computer’s web browser. Additionally, if a user is logged in and unable to
receive messages in a timely manner, talk to the TigerConnect administrator for
your facility (typically an IT staff member or office administrator) about
Delivery Escalations.

HOW DO I KNOW A MESSAGE HAS BEEN DELIVERED?

When a message has been Delivered on iOS, you will see the word ‘Delivered’ in
blue in the lower right-hand corner of the message.

HOW DO I KNOW A MESSAGE HAS BEEN READ?

Each message that has been sent will provide you with a status on the bottom
right corner of the message. When a message has been Read on iOS , you will see
the word ‘Read’ in green in the lower right-hand corner of the message. This
assumes that the user has opened the message, and viewed the contents of the
message.

WILL A PERSON RECEIVE MY TIGERCONNECT MESSAGE(S) IF THEY ARE LOGGED OUT OR IN A
POOR CONNECTION AREA?

Yes. There are two available methods that help ensure message delivery on
TigerConnect:

Fast Deploy

Messages that are sent from TigerConnect to users that are not logged in to
TigerConnect are received by a service called Fast Deploy. Fast Deploy is a
secure way to communicate with anyone in your organization’s corporate network,
whether or not they are logged in to TigerConnect. When a user is logged out of
TigerConnect, a secure message link will be sent via email and/or SMS (either
will have to be enabled by an Administrator in their TigerConnect account to
receive a Fast Deploy).

Delivery Escalation

Delivery Escalation is a mobile-only feature of TigerConnect that allows users
in areas of low to no connectivity to receive notification of new messages via
your device’s phone number through SMS.

HOW DO I RECALL A MESSAGE?

To recall a message within TigerConnect for iOS:

1. Long-tap (hold for approximately 2-3 seconds) on the message you wish to
delete until you see a horizontal list of options.
2. Tap Recall.

NOTE: After the message has been recalled, it is removed from your device, the
recipient’s device and from the server. TigerConnect DOES NOT retain any
messages in any form unless Archiving is turned on for your organization. These
messages cannot be retrieved and placed back in the conversation once removed.
Additionally, messages can only be recalled from both devices by the sender. In
order to remove received messages, you will need to delete each individual
message, or delete the conversation from your TigerConnect Inbox.

CAN I FORWARD A MESSAGE TO ANOTHER USER?

Yes. Messages can be forwarded to an individual user, Group or a Broadcast list.

To forward a message, do the following:

1. On the message you wish to forward, hold your finger down on the desired
message for 1-2 seconds.
2. You will be presented with a horizontal list of options, simply tap Forward.
3. Search for the users of which to forward the message.
1. You can either search for the users manually by scrolling through the
contacts list, or you can type the user’s name in the Search bar.
2. Tap or click the user’s name.
1. Repeat this as often as needed until all desired users are selected.
1. Note: you can only select one group at a time to forward a message
currently on iOS.
2. Tap Forward to forward the message to the selected user(s).

WHAT DOES MESSAGE LIFESPAN MEAN?

Keep in mind – If the recipient does not open and read the message within the
message lifespan, the message is no longer accessible after it expires.

CAN I RETRIEVE AN EXPIRED MESSAGE?

There is no way to retrieve an expired message – it is gone forever unless your
organization has added message Archiving to their TigerConnect service. To find
out if your organization is utilizing Archiving for TigerConnect, contact your
organization’s TigerConnect Administrator or TigerConnect Client Care at (650)
564-4722, M-F, 5:30 am – 5:30 pm PT or Sat/Sun, 8:00 am – 5:00 pm PT.
Alternatively, if your organization is utilizing Premium Support, you can
contact us 24 hours a day via your organization’s Toll-Free number.

IOS - SUPPORTED DEVICES

WHICH IOS DEVICES ARE SUPPORTED BY TIGERCONNECT?

Supported devices include iPhone, iPad, iPad mini, iPod Touch. Specific device
and operating system (OS) requirements are detailed below.

APPLE (IOS)

TigerConnect supports the two latest general release versions of iOS for Apple
devices. TigerConnect does not support iOS Public or Developer Beta builds.

Supported devices:

* iPad 2, 3, 4
* iPad Air 1, 2
* iPad Mini
* iPad Mini 2 and 3 (with Retina Display)
* iPhone 4 and newer
* iPod Touch 5th Generation

IOS - TROUBLESHOOTING TRICKS & TIPS

I CAN’T SEEM TO SEND OR RECEIVE A MESSAGE ON MY MOBILE DEVICE.

From time to time, messages in TigerConnect may appear to be delayed, or not
appear to be able to be sent or received. This can be a result of multiple
issues. Use the following sections to help troubleshoot Message Delivery Delays.

Wi-Fi Connectivity
* If you are in an area with strong connection, or are moving within the
confines of a strong Wi-Fi connection (e.g. – your home, or a small office),
it is better to remain connected to Wi-Fi, as it is traditionally a more
reliable connection in cases where the user is stationary.
* If the location in the facility or building you are in is experiencing slower
than normal Wi-Fi, simply wait and move to a location with a stronger Wi-Fi
signal to begin sending and receiving messages.
* Wi-Fi on most mobile devices will turn off when the device’s screen goes to
sleep.
* Lastly, you will also need to “forget” any unauthorized networks. This is
also found in the Settings section of the Device. Not doing so can allow you
to connect to a possible unsecured network, or a network that requires
further login/authentication/terms of use acceptance. Your device may be
showing full bars in the WiFi signal, but without further authentication, you
may have no connection to the internet to access TigerConnect.
* Changing the screen timeout period to a longer period of time (5-10 minutes)
can help prolong your connection to Wi-Fi if the 3G/4G/LTE connection is
poor.

Wi-Fi/Data “Dead Zones”
* These are zones of service where both Wi-Fi and/or data are inaccessible.
These often occur in areas below ground or your device is on the edge of a
Wi-Fi network. You will appear to be connected to data or Wi-Fi, but the
reality is that the signal is not strong enough to connect you to
TigerConnect.

Possible Delays in TigerConnect Service

TigerConnect’s Client Care team can be reached at the following:
* Phone – (650)564-4722
* Email – prosupport@tigerconnect.com
* TigerConnect – TigerConnect Admin user

I AM GETTING MESSAGES ON MY MOBILE DEVICE – BUT NO ALERTS.

During the installation process, Apple (iOS) users will be asked to “accept or
allow” push notifications. Tap Allow. Without notifications enabled,
TigerConnect will not be able to provide audible and visual notifications of new
messages to your iOS (two most recent public releases are supported) device.

If you tapped “Don’t Allow” and wish to enable notifications, please do the
following on iOS:

1. Tap Settings on your iOS Home Screen
2. Tap Notifications (Notification Center on older versions of iOS (Version
7)).

3. Scroll down to the TigerConnect entry and ensure the following are enabled:
* Show in Notification Center
* Tap to select, then choose between No Recent Items or 1, 5 or 10 Recent
Items for each of your applications where Notifications are enabled.
* Sounds
* Badge App Icon
* Show on Lock Screen
* Alert Style: Select either Banners or Alerts.
4. Tap Back to save changes.

You should now be able to receive notifications on your device. Additionally,
ensure that your device is not in Vibrate/Silent mode. If enabled, the vertical
button above the iPhone, iPad and iPod Touch’s volume button will be showing
orange. Your device will not provide you with an audible notification, either a
vibrate, or no sound at all.

I’M STILL HAVING ISSUES, WHO CAN I CONTACT?

In instances where any of the available solutions provided in this FAQ do not
assist you with your issue, you can contact the TigerConnect Client Care team in
the following ways:

* TigerConnecting the TigerConnect Admin in your directory.
* Email: prosupport@tigerconnect.com
* Phone: (650)564-4722

When reaching out, please provide as much detail as possible and be prepared to
provide for further investigation:

* Details of your issue
* First and last Name
* Your organization
* Your facility’s email address and/or your mobile phone number

IOS - UPGRADES

HOW DO I UPGRADE THE TIGERCONNECT MOBILE APP?

Please check the Apple App Store to make sure you have the most recent version
of Tigerconnect . Upgrading to a new version of Tigerconnect , when one is
available, will allow you access to new features and bug fixes to the
application.

iOS has the option to automatically upgrade applications and can be found in
your iOS Settings (on your iOS device’s Home Screen):

1. Tap Settings.
2. Tap iTunes and App Store
3. Tap the ON button for Apps.

This will allow Tigerconnect and any other apps on your device to be
automatically updated when an update is available in the App Store.

DO I NEED TO LOG OUT TO UPGRADE?

No, you do not need to log out to upgrade your version of TigerConnect.

If you experience any issues once the application has updated, it is recommended
however, to log out and back in to the application. Please contact TigerConnect
Client Care at any of our available points of contact if you have any further
questions:

* TigerConnect : TigerConnect the ‘TigerConnect Admin’ user

* Email: prosupport@tigerconnect.com
* Phone: (650)564-4722

IOS - WI-FI

DOES TIGERCONNECT WORK OVER WI-FI?

Yes, TigerConnect will send and receive messages over a Wi-Fi network or over
the mobile data connection. It will default to previously connected Wi-Fi
connections first. Unless specifically instructed not to, you should be able to
use the primary Wi-Fi network at your place of work. Your home Wi-Fi should work
as well.

Guest Wi-Fi networks and Wi-Fi networks with weak, unreliable connections may
cause message delays. If you feel this is the case, turn Wi-Fi OFF on your
device. Please also go to your device’s settings and turn OFF Ask to Join
Networks. This is recommended and will keep you from connecting to unintended
Wi-Fi networks that may have weak or unreliable connections, or that require
further authentication.

Lastly, it is recommended to “forget” any unauthorized or previously connected
networks. This can be found in the Settings section of your device under Wi-Fi:

To forget a Wi-Fi network on iOS:

1. Tap Settings
2. Tap Wi-Fi.
3. Tap the Guest, Public or trouble Wi-Fi network.
4. Tap Forget Network.

This will prevent your device from automatically connecting to networks that may
cause issues within messaging on TigerConnect.

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