FAQs
Frequently Asked Questions
Still need help? Please contact us.
Quick Links :
1. GENERAL LAUNCH
2. COMMAND CENTRE
3. VPN
1. General Launch
Q: I have several devices across the country, do I have to re-configure each device?
A: No, please just upgrade your VPN (click here). Changing that one VPN will enable all of your devices in the field to connect with you. The devices in the field will experience outages during the switchover on July 12 but that is all.
Q: Is July 12 the definite date for change over, will work be carried out before and after this date?
A: Everything is happening on July 12, not a day sooner or a day later. Should there be any change to this schedule we will keep you informed.
Q: Can I still place new orders?
A: Yes you can still place new orders but we are unable to add any new connections to our system between the Wednesday July 7 and Monday July 12. Therefore any orders placed during this time will be processed in the week commencing July 12.
Q: Will the APN be changing?
A: No, the device configuration details have not changed.
2. Command Centre
Q: Will only new SIMs that are ordered show in the Command Centre?
A: No, all current and new SIMs will show in the Command Centre from July 12. At the moment there is just test data showing but this will all change on the 12th.
Q: I can’t see any of my SIMs in the Command Centre.
A: They will not appear until July 12 when the Command Centre goes live.
3. VPN
Q: I can’t log on to the VPN with the default details supplied.
A: Please contact us at support@arkessa.com or telephone 0845 3311668.
Q: How do I add a user to the VPN?
A: Contact us with the details and we’ll add the user for you.
Q: Is there a charge for each user I add?
A: There may be a charge for additional users, please contact your account manager for further details or phone 0845 3311668 to speak to our sales department.
Q: Can I delete a user from the VPN?
A: Yes, contact us with the details and we will remove the user for you.
Q: When I log on to the VPN a security message appears advising me that the software I am about to install is unsafe. What do I do?
A: Don’t panic! Although the message appears dramatic it is warning you that the connection will bypass your firewall (which is the idea of the VPN). The dialogue does tell you that you can allow the script if you trust the source so you can click ‘Allow’. We are very trustworthy!
Q: Can I give the VPN address out to all my customers?
A: You can but we may need to create a user. We can do that for you; just ask. However there may be a charge for each user added. Please contact us to check.
Q: I want to be able to use the VPN without having someone logged in all the time. What can I do?
A: We can provide you with an IPSec Site to Site VPN. Please contact us if this is of interest to you.
Q: I don’t want a browser based VPN. What can you do?
A: We can provide you with an IPSec Site to Site VPN. Please contact us.
Q: Will all users under one customer be able to see all SIMs?
A: Yes, each user will have visibility of all SIMs on your account. However, you may have specifically requested separate accounts to be created for certain groups of SIMs, in which case they only have visibility within their group. If you would like to request groups, please contact us.
Q: Will the Device Register still be in use?
A: No. Arkessa has built a completely new ‘Command Centre’ which provides all the functions of the ‘Device Register’ but is much faster to use and includes a range of new features and facilities. To find out more click here.
Q: I can’t connect if I use the VPN details sent out earlier this year. Why is that?
A: The details sent earlier in the year were only intended for testing purposes. By now you should have received your own unique VPN details. These become active when the new Operations Centre comes into operation on July 12. If you have not yet received upgraded VPN details please contact us.