Sign In with your
Trend Micro Account
Need Help?
Need More Help?

Create a technical support case if you need further support.

Gathering device information when submitting a case for Hosted Mobile Service (HMS)

    • Updated:
    • 13 Feb 2015
    • Product/Version:
    • Hosted Mobile Security 1.0
    • Platform:
    • Android 2.3 Gingerbread
    • Android 3.x Honeycomb
    • Android 4.0 Ice Cream Sandwhich
    • Android 4.1 Jellybean
    • iOS 4.0+
    • iOS 5.0+
Summary

This article details the information needed by Trend Micro Technical Support when troubleshooting a device-side issue, as well as procedures on how to gather the information.

The following are the information needed by technical support for troubleshooting device-related issues in HMS:

  • Device name
  • Device ID or UDID
  • Operating system
  • Version
  • Model
  • Capacity and available capacity
  • Modem Firmware
  • Serial number
Details
Public

You can gather the information via the following:

From the Administration console

  1. Login to the Administration console of HMS.
  2. Go to Users > select the Username > select the Device.
  3. Go to Device Information to gather the necessary information.

From the End-user portal

  1. Login to the End-user portal for the device.
  2. Under My Devices, select the device.
  3. Select Device Information to the gather necessary information.

From an iOS device

  1. Go to the Settings of the device.
  2. Go to General, and then go to About. This will show the device information.

From an Android device

  1. Go to the Settings of the device.
  2. Proceed to the About Phone option. This will show the device information.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1061215
Feedback
Did this article help you?

Thank you for your feedback!

To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.

If you need additional help, you may try to contact the support team. Contact Support


To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.


Need More Help?

Create a technical support case if you need further support.