TigerConnect - Best Practices

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Best Practices - Android

As you use TigerConnect, there are a few things that you should conﬁgure on your Android

device’s Settings as well as within the TigerConnect application that will help ensure messages

deliver in a timely fashion.

ANDROID DEVICE SETTINGS

NOTE: There are more than 6,000 Android devices. The Android Settings provided below capture

a few of the major features that Android devices have in the way of battery preservation and

notiﬁcation optimization. Some settings may not apply to your device.

Additionally, Android devices typically allow deep customization in regards to battery preservation

and notiﬁcations. Some of these battery saving applications (CleanMaster is among the most

popular) restrict notiﬁcations for TigerConnect.

Battery saving applications like this can prevent the TigerConnect app from receiving notiﬁcations.

Our recommendation is to uninstall these types of applications in order for TigerConnect to

properly notify you.

ENABLE BACKGROUND DATA

When a user logs into only an Android device and receives a TigerConnect push notiﬁcation

(Banner or Lock Screen notiﬁcation) this does not necessarily indicate message delivery to the

user’s device. To help ensure that a message is correctly received, enable Background Data on

your Android device (if available for your device). This can typically be found under Settings, then

tap Data Usage. To help reduce data usage, select Android devices have a data saver function

that prevents some apps from sending or receiving data in the background. Also, apps that are

currently in use can access data, but may do so less frequently. For example, images may not be

shown properly until you tap them. Please check with your cellular provider for speciﬁcs on this

function for your particular device.

Additionally, ensure Restrict background data is not disabled for TigerConnect as well. This may

be found under:

• Settings

• Data Usage

• Check in both the Mobile and WiFi sub-tab.

• From here, you can typically scroll through an available list of recently used applications and

tap TigerConnect and ensure that Restrict background data is disabled.

NOTE: Choosing to restrict Background Data may cause delays in messaging as TigerConnect

then relies on the recipient to open the TigerConnect application to refresh their Inbox. This

behavior will trigger an SMS Delivery Escalation (if enabled for your facility) after 5 minutes of a

recipient’s message remaining in Sent status. This will occur whether or not the recipient receives

a push notiﬁcation.

2110 Broadway, Santa Monica, CA 90404

www.tigerconnect.com

Best Practices - Android

DISABLE BATTERYSAVING FEATURES IN ANDROID SETTINGS

Android may have a battery/power saving mode. This may be found under Settings. Look for

an item labeled Battery or Power. Ensure that any settings that indicate Power-saving mode or

battery-saving are disabled.

ENABLE NOTIFICATIONS

Android allows users control over their notiﬁcations on a per-app basis in some cases. From your

Home Screen:

1. Tap Settings.

2. Tap Notiﬁcations.

3. On the TigerConnect setting ensure the notiﬁcations toggle is enabled (ON).

NOTE: The settings available for customization varies largely between devices. To ensure

that TigerConnect is able to properly deliver message notiﬁcations, please check all settings

in your Android’s Notiﬁcations section in the device Settings to allow successful delivery of

notiﬁcations. The less restrictive options are the best. Please contact TigerConnect Client

Care if you are having any issues with TigerConnect notiﬁcations (contact information

available at the conclusion of this document).

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. 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. Alternatively, your mobile device may have

an auto-assist or smart network assist function to allow your Android device to switch to Cellular

data in the event of poor WiFi connectivity.

Keep in mind that even with full bars of WiFi, circumstances like available 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. This can be done by going into Android Settings and navigating to WiFi

and locate the Guest or Public network connected to and long-press on the connected WiFi then

tap ‘Forget This Network.’connected. Finally, tap on the blue ‘i’ icon, tap ‘Forget This Network’ and

any further dialog to disable the WiFi network (typically ‘Forget’ an additional time).

2110 Broadway, Santa Monica, CA 90404

www.tigerconnect.com

Best Practices - Android

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 may be found under your Data Usage or Network section in your

Android’s Settings.

TIGERCONNECT SETTINGS

ALERTS

To further conﬁgure TigerConnect, within the app, navigate to:

• Settings

• Alerts

• Ensure that Enable Notiﬁcations is set to ON (toggle to the right and green).

TigerConnect utilizes the existing alert sounds on your Android device. You can set an alert sound

in TigerConnect by navigating to:

• Settings

• Alerts

• Select a Ringtone

• Additionally, it is recommended to enable Override Silent Mode in the event that you wish to

receive TigerConnect notiﬁcations while your phone’s global volume setting is on silent.

Optionally, you can set whether or not you wish to receive vibration with a new notiﬁcation under

Settings, then Alerts, ﬁnally tapping on Vibrations.

BACKGROUND CONNECTION

It is recommended to enable this to prevent any message delays. Leaving this disabled requires the

recipient to open TigerConnect to refresh their Inbox with new messages.

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 TigerText administrator

at your facility to request a change to this setting.

2110 Broadway, Santa Monica, CA 90404

www.tigerconnect.com

Best Practices - Android

POSSIBLE DELAYS IN TIGERCONNECT SERVICE

If your device connects to a reliable data or WiFi connection and you are still experiencing

messaging delays, please contact TigerConnect. You can reach TigerConnect’s Client Care Team

at the following:

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.