The FAQs are separated into the following categories for your convenience:

General Questions Installation and Download Process Performance

Reporting Troubleshooting Purchase or Cancel

 

 General

Question: Where can I find the system requirements?

Answer: Click here to go to the System Requirements page.

 

Question: Are there any known interoperability issues with specific products?

Answer: You may have to tell your anti-virus applications to trust the MaaS360 Services.

 

Question: Do I need certain browser settings?

Answer: The MaaS360 Services require the following:

• Recommended screen resolution: 1024 x 768 pixels.
• JavaScript-enabled Internet Explorer versions 6, 7 or Mozilla Firefox 1.4, 2.0, and 3.0 version browsers.
• Adobe Flash plug-in, and Adobe Acrobat Reader version 5.0 and above.

 

Question: How do I launch the Control Service User Interface on an endpoint where it was installed?

Answer: There are two ways to open the Main View window:

1. Use the Start > Programs or Start > All Programs menu to click on MaaS360 > MaaS360 Control Service.
2. Right-click on the MaaS360 icon in the Systray, and then click Show MaaS360 Control Service.

For more information about using MaaS360 Control Service, refer to the MaaS360 Control Service Quick Start Guide.

 

Question: For the Control Service, what are the default policy settings after installation?

Answer: The default policy settings after initial Control Service registration are:

• Anti-Virus: Monitor Enabled - No Enforcement/Warn and Log
• Anti-Virus Definition File Age: 15 days
• Firewall: Monitor Enabled - No Enforcement/Warn and Log
• Data Encryption: Monitoring Disabled
• Disallowed Applications: None

 

Question: For the Control Service, how do I manage and change my users’ policies?

Answer : The Manage Policies support page gives you instructions on how to manage and change your users' policies.

 

Question: What Anti-Virus, Firewall and Data Encryption vendors and products are supported via the MaaS360 Services? 

Answer: The full list of supported applications can be found here.

 

Question: When managing policies that apply to restricting applications, which applications are included in the Instant Messenger Application category?

Answer : AIM, Yahoo Messenger, Yahoo Pager, MSN Messenger, Skype and Trillian.

 

Question: I lost my installation license key email, how do I request a copy of my key?

Answer: Access the MaaS360 Management Center and click the 'Generate License Key' button to the right of the Home page. The Key will be sent to you by email.

 

Question: How long does it take for policy changes to go into effect for active endpoints after they are saved in MaaS360?

Answer : Endpoints check for policy updates every 60 minutes.

 

Question: I can’t log in to the MaaS360 Management Center. What should I do?

Answer: There are several options:

1. You can review the credential information provided in your Welcome email.
2. Confirm that your user name and password were entered correctly.
3. There is a Forgot your Password? link on the Login page. If you have already set up a secret question and answer, you can click this link to regain your access.
4. If the options above do not help, click the Get Help button to access our Support page where you can open a case or Chat with a service representative.

 

Question: I forgot my password. What should I do?

Answer: There are several options:

1. You can review the credential information provided in your Welcome email.
2. Confirm that your user name and password were entered correctly.
3. There is a Forgot Password link on the Login page. If you have already set up a secret question and answer, you can click this link to regain your access.
4. If the options above do not help, click the Get Help button to access our Support page where you can open a case or Chat with a service representative.

 

Question: My account appears to be locked. What should I do?

Answer: There are two options:

1. If another user at your company is set up as a portal administrator, ask that person to unlock your account. Fiberlink recommends that each company have at least two portal administrators.
2. If that does not help, click the Get Help button to access our Support page where you can open a case or Chat with a service representative.

 

Question: I can’t register. What should I do?

Answer: There are several options:

1. Review the error message. It should explain what the problem is. Registration will fail if you entered invalid characters in any of the fields, forgot to enter information in a required field or did not select the EULA checkbox.
2. Registration will fail if you entered an email address or company name that was already used to register for a trial. Please log in using the existing email address and company name.
3. Close your browser, wait for a few minutes, and log in again.
4. Click the Get Help button to access our Support page where you can open a case or Chat with a service representative.

 

Question: The download link doesn’t work. What should I do?

Answer: There are two options:

1. Close your browser, wait for a few minutes, and try again.
2. If that doesn’t help, click the Get Help button to access our Support page where you can open a case or Chat with a service representative.

 

Question: How long will it take me to download the file?

Answer: If you are on a broadband connection, it should take between 30 seconds and two minutes to download the MaaS360 Service trial.

 

Question: How large is the download file?

Answer: Depending on the services you download, the install package will be between 13 and 44MB.

 

Question: How big is the installed product?

Answer: Depending on the services you download, the installed product will be between 16 and 50MB.

 

Question: Where are the MaaS360 Services installed on the end users’ computers?

Answer: They are installed in \Program Files\MaaS360\

 

Question: What services and processes will be running when the product is installed?

Answer: The MaaS360 Services use some or all of the following: emsagent.exe, besclient.exe, besclientUI.exe, ServiceMgr.exe, FLUtilsSvc.exe, e360.exe and E360SysTray.exe.

 

Question: Are there any proxy settings I need to consider?

Answer: Refer to the System Requirements page.

 

Question: Are there any firewall settings I need to consider?

Answer: Refer to the System Requirements page.

 

Question: I get a message saying that I don’t have permission to install the product on my computer. What should I do?

Answer: This will happen if you don’t have administrative privileges on your computer. Contact your system administrator to get the necessary permissions.

 

Question: I didn’t get the registration email with my credentials and the license key. What should I do?

Answer: Click the Get Help button to access our Support page where you can open a case or Chat with a service representative.

 

Question: How many computers can I install this on?

Answer: For this trial, you can install the application on a maximum of 15 computers.

 

Question: How do I distribute the application to other people for installation?

Answer: Cut and paste the URL from your email and send it to your trial users.

 

Question: What is the installed file size?

Answer: Depending on the services you download, the installed file size will be between 13 and 50MB.

 

Question: My computer is slow after installing your product. What should I do?

Answer: There are several options:

1. Open Task Manager and find out how much memory is being used by emsagent.exe, besclient.exe and besclientUI.exe.
2. Reboot and check these processes again.
3. Uninstall the application and check the memory consumption again.
4. Collect diagnostic logs by performing the following steps:
5. 1. Access the Diagnostic Tool at either:
      • \Program Files\MaaS360\Visibility\DiagnosticCmd.exe, or
      • \Program Files\MaaS360\Control Service\DiagnosticCmd.exe
   2. Run the executable file.
   3. Send Fiberlink the resulting file named diagnosticinfo_<date>_<time>.zip. Click the Open a Case button on the Get Help page to open a case.

 

Question: My security software flagged your product. What should I do?

Answer: There are several options:

1. Create an exception in the security application for the product based on the message you’ve received.
2. If that doesn’t help, click the Open a Case button on the Get Help page to open a case.

 

Question: Your product won’t work with one of my applications. What do I do?

Answer: Click the Open a Case button on the Get Help page to open a case.

 

Question: We seem to be getting more network traffic after installing your product. What should I do?

Answer: Collect diagnostic logs by performing the following steps:

1. Go to \Program Files\MaaS360\Visibility or \Program Files\MaaS360\Control
2. Run the executable file DiagnosticCmd.exe.
3. Send Fiberlink the resulting file named diagnosticinfo_<date>_<time>.zip, located on the Desktop. Click the Get Help button to access our Support page where you can open a case or Chat with a service representative.

 

Question: The MaaS360 Platform seems slow.

Answer: There are two options:

1. Close your browser, wait a few minutes and try again.
2. Click the Get Help button to access our Support page where you can open a case or Chat with a service representative.

 

Question: What reports do I get as part of this trial?

Answer: The MaaS360 Management Center will show you the following, depending on the services you downloaded:

• Device Summary
• Agent Details
• Endpoint Security Overview
• • Anti-Virus
  • Personal Firewall
  • OS Patches
• Data Protection Overview
• • Encryption
• Hardware Inventory
• Software Inventory
• Policy Enforcement Overview (Control Service Only)
• • Out of Compliance Events
  • Enforcement Actions
  • Compliance Details

 

Question: How do I access these reports?

Answer: You can click the appropriate links on the Home page, the first page you see when you log on. You can also hover your mouse over the Reports tab at the top of the screen, and then click a link from the menu that appears.

 

Question: Some of the computers that have your product don’t appear in the reports. What happened?

Answer: You must open all firewalls/proxies to all the required IP addresses/ports. Refer to the System Requirements for details.

 

Question: It looks like some data is missing from the reports. What happened?

Answer: There are two possible reasons:

1. The data will appear later. Some of the reports are updated daily, while others are updated more quickly.
2. The software may not recognize a specific product. Click the Get Help button to access our Support page where you can open a case or Chat with a service representative.

 

Question: How do I know that the installation was successful?

Answer: Go to the MaaS360 Management Center and click Device Summary Report on the Home page. It will show you details about all the computers that have the software and have contacted the Fiberlink servers. You can also go to the Add/Remove Programs utility on the individual computers and check for installed programs named MaaS360 Visibility Service, MaaS360 Control Service or Extend360 Enforcement Agent. If they are there, the software has been installed on that computer.

 

Question: How do I know that the product is running?

Answer: Go to the MaaS360 Management Center and click Device Summary Report on the Home page. It will show you details about all the computers that have the software and have contacted the Fiberlink servers.

You can also use Task Manager on the individual computers to see if the applications are running. Check for one or more of the following processes: emsagent.exe, besclient.exe, besclientUI.exe, ServiceMgr.exe and FLUtilsSvc.exe.

 

Question: I can’t see one of my devices in the report, and I know the software is installed on it. What should I do?

Answer: Make sure that all the necessary ports and IP addresses are open as described in the System Requirements.

 

Question: How do I uninstall the product?

Answer: Use the Add/Remove Programs utility on the individual computers and uninstall all of the following: MaaS360 Visibility Service, MaaS360 Control Service and Extend360 Enforcement Agent.

 

Question: How do I know that the product is properly uninstalled?

Answer: Go to the Add/Remove Programs utility and confirm that MaaS360 Visibility Service, MaaS360 Control Service and Extend360 Enforcement Agent have been removed.

You can also go to Task Manager on the individual computers and make sure that emsagent.exe, besclient.exe, besclientUI.exe, servicemgr.exe and flutilssvc.exe are not there.

 

Question: When I install the product, what services will be running on it?

Answer: Depending on the services you download, you will see emsagent.exe, besclient.exe and besclientUI.exe, ServiceMgr.exe and FLUtilsSvc.exe.

 

Question: What logs are available from the product?

Answer: The install log is upgradelog.txt, and appears in the
\Program Files\CommonFiles\MaaS360 under the Visibility folder or Control folder.

 

Question: How can I find the version of the product?

Answer: It will appear on the Agent Details Report.

 

Question: How are the MaaS360 Services priced?

Answer: For pricing information, click  Get Help and open a case. One of our experts will contact you with the information you need.

 

Question: How do I buy it?

Answer: Click  Get Help and open a case. In the case, request assistance purchasing the MaaS360 Services, and specify which service you would like and how many units you would like to purchase. Our support team will contact you.

 

Question: Can I extend the trial?

Answer: Yes, but only once. Click the Open a Case button on the Get Help page to request an extension.

 

Question: Can I cancel the trial now and reapply later?

Answer: You can, but you may have to re-register for the trial. Open a case from the Get Help page and indicate that you want to cancel the trial. Keep in mind that canceling the trial will remove your access to the Home page, and will uninstall the software from your users’ computers.

 

Question: I participated in the trial earlier, but didn’t buy. Can I purchase the MaaS360 Services now?

Answer: You can. Send an email to maas360@fiberlink.com, or click the chat button at the top of this page.

 

Question: How do I cancel the trial?

Answer: Click the Open a Case button on the Get Help page and open a case asking our support group to cancel the trial. This will remove your access to the reports and will uninstall the software on your end users’ computers.

 

Question: What happens to my data after the trial is over or I cancel the trial?

Answer: Fiberlink will remove the account from our system and the collected data will be deleted.