TigerConnect - Best Practices

Best Practices - iOS

2110 Broadway, Santa Monica, CA 90404

www.tigerconnect.com

As you use TigerConnect, there are a few things that you should conﬁgure on your iOS device’s

Settings as well as within the TigerConnect application that will help ensure messages deliver in a

timely fashion.

IOS DEVICE SETTINGS

ENABLE BACKGROUND APP REFRESH

When a user logs into only an iOS device and receives a TigerConnect push notiﬁcation (Banner,

Alert or Lock Screen notiﬁcation) this does not necessarily indicate the message is able to be

downloaded and viewed on the recipient’s device. To help ensure message delivery, enable

Background App Refresh:

1. Tap Settings from your home screen.

2. Tap General.

3. Tap Background App Refresh.

4. Next, ensure Background App Refresh itself is activated.

5. Scroll down to TigerConnect and activate the toggle to the right of TigerConnect and set to

ON (green and pushed to the right indicates ON).

NOTE: Choosing to disable Background App Refresh may cause delays in messaging as

TigerConnect then relies on the recipient to open the TigerConnect application to refresh their

Inbox. This behavior may trigger an SMS Delivery Escalation (if enabled for your organization) after

5 minutes of a recipient’s message remaining in Sent status.

DISABLE LOW POWER MODE

Starting with iOS 10, Apple introduced Low Power Mode to help users preserve battery life. It is

recommended to keep this disabled as Low Power Mode disables Background App Refresh.

ENABLE NOTIFICATIONS

From your Home Screen, tap Settings > Notiﬁcations > TigerConnect and ensure that all of the

following are enabled (recommended):

• Allow Critical Alerts (full feature coming soon)

• Show Previews - ‘Always (default)’ recommended

• Allow Notiﬁcations

• ‘Alerts’ section

• Lock Screen

• Notiﬁcation Center

• Banners

• Banner Style - Temporary OR Persistent

• Sounds

• Badges

• Show Previews - ‘Always (default)’ recommended

• Notiﬁcation Grouping (Automatic, By App, or O)

Best Practices - iOS

2110 Broadway, Santa Monica, CA 90404

www.tigerconnect.com

WIFI CONNECTIVITY

Even with strong cellular data connection while moving within the conﬁnes of a facility, it is

better to remain connected to WiFi as it is traditionally a more reliable connection and can help

keep cellular data usage down for those with data caps. If the facility or building you are in is

experiencing slower than normal WiFi, try moving to a dierent location where you typically

experience a stronger WiFi signal or enable WiFi Assist (Starting in iOS 9 and later you can utilize

WiFi Assist which allows your device to switch back to Cellular data if the WiFi connection is poor).

WiFi Assist is enabled by default. To see if WiFi Assist is enabled, from your iOS device do the

following:

• Tap Settings.

• Tap Cellular.

• Scroll down to the bottom of this section and toggle WiFi Assist to ON.

Finally, WiFi on iOS devices will turn o after a period of time once the device’s screen goes to

sleep. Changing the screen timeout period to a longer period (5-10 minutes) can help prolong

your connection to WiFi if the 3G/4G/LTE connection is poor.To change your iOS device’s screen

timeout period, navigate to:

• Settings from the iOS home screen

• Display & Brightness

• Auto-Lock

• Set to desired period of time. Auto-lock ranges from predetermined intervals from 30

seconds to 5 minutes.

Keep in mind that even with full bars of WiFi, circumstances like bandwidth (amount of connection

available per individual device) and any internet connection issues on the local network can

contribute to poor WiFi connection.

GUEST AND PUBLIC WIFI NETWORKS

Guest WiFi networks are often easily connected to and are thus tightly locked down to prevent

further access to a facility’s internal network. The same can be said about Public WiFi networks

(e.g. - Starbucks WiFi), as they often require daily acceptance of terms and conditions. These types

of networks may contribute to notiﬁcation and messaging issues for TigerConnect.

To help prevent your device from accessing a Guest or Public WiFi Network, your device will need

to ‘forget these networks. To help prevent any access to Guest or Public Networks, from your iOS

device navigate to your iOS Settings > WiFi and locate the Guest or Public network connected.

Finally, tap on the blue ‘i’ icon, tap Forget This Network, then tap Forget again.

Best Practices - iOS

2110 Broadway, Santa Monica, CA 90404

www.tigerconnect.com

DATA CONNECTIVITY

Cellular tower availability will vary depending on your location. Check with your mobile provider’s

website to for an availability map of towers available in your area. If there are none, please attempt

to connect to WiFi.

While your phone may be capable of 4G/LTE, but you may not have a strong connection to

4G/LTE towers. In this case, disabling 4G/LTE may help issues in message delays. You will only

access your network’s 3G network, and speeds may be slower, but your connection may be more

consistent. These settings can be found here:

• Settings

• Cellular

• Toggle 4G or LTE

• Some providers (e.g. - AT&T) may have an option to disable for Data and/or Voice. In this

case, only select ‘Voice Only’ in order to disable LTE/4G for Data.

TIGERCONNECT SETTINGS

MESSAGE LIFESPAN

If a sender or recipient’s message lifespan is set for a short period, the message may not be read

in a timely fashion. The recommended message lifespan is two days to allow ample time for

messages to be read by the recipient.

NOTE: This is set by your TigerConnect Administrator. Contact your local TigerConnect

administrator at your facility to request a change to this setting.

ALERT SOUNDS

TigerConnect has a variety of Alert Sounds available within the app under the app’s Settings. Next,

select Alert Sounds. In louder environments it is recommended to utilize the Loud alarm to help

you hear the audible alert for new TigerConnect messages.

NEXT: Contacting TigerConnect Client Care

Best Practices - iOS

2110 Broadway, Santa Monica, CA 90404

www.tigerconnect.com

POSSIBLE DELAYS IN TIGERCONNECT SERVICE

If you have any technical issues or have questions on how to navigate the TigerConnect Web

Messenger’s Admin Console TigerConnect Client Care can be reached 7 days a week during our

regular operating hours:

» Monday - Friday, 5:30am - 5:30pm PST

» Saturday and Sunday, 8:00am - 5:00pm PST

To contact TigerConnect Client Care, please reach out at the following and provide a short

description of the issue you are experiencing:

» Phone:

» Standard Support - (650) 564-4722

» Premium Support - Contact us via your organization’s Toll-Free Number 24 hours a

day, 7 days a week

» Email: [email protected]

» On TigerConnect: Search for TigerConnect Admin and send Client Care a message.