FAQ's

FAQ's

What is support dock ?

Support Dock is a value added service made available to our customers. These value added services will be made available our customers by deploying an iYogi branded desktop Support Dock, which will include components like data backup and recovery, PC Optimization and easy contact options. These services will be offered to all our annual subscribers at no additional cost.

Why should I use iYogi Support dock?

• Easy Contact Options
• Backup and Recovery
• Enhance your PC performance: Optimize your system or get rid of junk collected on your system with as little effort as possible.

Is it easy to use?

Support dock is very easy to install and is secured as well.

How to download and install Support Dock

To install Support Dock you need to download it from iYogi website link. Do the following steps to install support dock.
Open www.iyogi.net/sd or www.iyogi.net/download/sd and click on DOWNLOAD button.

iYogi Support dock 3.0 cannot connect to internet while installation

Error: Error: While installing iYogi Support Dock 3.0 Unable to connect to internet. Cause: The internet connection is required to finish the Support Dock 3.0 installation. This error occurs as the Internet Explorer is not set as the default browser.

Solution: SUMMARY
This article describes why iYogi Support Dock 3.0 cannot connect to the internet while installing. This is because the Mozilla is set as the default browser not Internet Explorer. To set Internet Explorer as the default browser of your computer follow the below steps:

• Click Start and then click All Program.
• Click Internet Explorer.
• Click Tools and select Internet Options.
• Click on Programs tab.
• Click the Make default button near Internet Explorer is the default web browser under Default web browser.
• Check Tell me if Internet Explorer is not the default web browser checkbox to get notification when Internet Explorer is not your default web browser.
• Click Apply.
• Click OK.

Error: Visual c++ Runtime Library Runtime error when uninstalling Support Dock Cause:

You have not logged in as administrator and you don't have sufficient rights to uninstall Support Dock. Solution:

• Click Start and click All Programs.
• Locate and mouse over to iYogi SupportDock.
• Right Click on Uninstall menu.
• Click Run as..
• Click on The following user radio button:
• Type in the administrator User name.
• Type in the administrator Password.
• Click OK.

Upgrade Process for Online Backup using Support Dock

Solution:
Important: All the iYogi Customers are provided the facility of doing online backup using Support Dock. The free space provided for online backup is 2 GB. Once the backup space usage exceeds the 2GB limit, backup process is blocked and it displays the upgrade Webpage. Customer needs to purchase the online backup subscription for using more space to backup the data.

The price list is as follows:
Price for 50GB space is $ 50 per year.
Price for 100GB space is $ 100 per year.

Once online backup exceeds the limit of 2GB space it displays a warning screen:
A user would need to either click on the 'Upgrade Now' button on that page, or follow the below mentioned steps in order to upgrade to a higher capacity Online Data Backup account.

• Click the Upgrade Now button
• Enter the Username and the Password
• On successful logon, it will display the current account details and a payment gateway to upgrade online backup space.

User would need to purchase the Unlimited Subscription using his/her credit card.

Error : Page cannot be found while accessing My iYogi page in Support Dock

Solution:

• Right Click on "iYogi Support Dock"
• Click Update Components
• Click Cancel on Update components window.

Error: The subscription details with iYogi could not be verified

Cause: The following could be the possible reason:

• Unable to fetch username and password

Solution:
Help the customer to logon to the MyiYogi portal is the customer has already created the user account there.
or

• If the customer has not created a user account, help the customer to create the user account using the access code and the e-mail address registered with us.
• Right click on the iYogi Support Dock icon on the system tray and go to Preferences.
• Click on the credentials tab and then click on fetch user name and password.
• The username and password that the customer has used to logon to My Iyogi Portal should now appear and it should be greyed out.
• Reboot the system
• Try to login to My iYogi Account Portal

Error: The installer was unable to retrieve the data from the sever. We are sorry for the inconvenience. Please try again later after some time.

Solution:

• Run and install any antispyware application to remove the spyware and malware
• Restart the Computer
• Install Support Dock

Do I have to stay connected to Internet to use the Support Dock?

No, but most applications in the Support Dock would require Internet connection to work like Push to Talk, Online Data Backup and Live Help etc.

Can I move the Support Dock in the desktop?

Yes, it has fully customizable features like resizing, positioning, auto-hide, animation, transparency, etc. to name a few

Can I add / remove any other application in the SupportDock ?

Yes you can add any application.

Can I remove any existing component from the Support Dock ?

Yes, you can remove any existing component from the Support Dock by unchecking that component from preferences.

Can I download and install the Support Dock in different computers?

No, a single subscription authorizes the use of the Support Dock in a single PC only.

Does the Support Dock capture any personal Information?

No, the Support Dock does not capture any personal information. The Support Dock configuration file contains the following information

• End user name
• User ID
• Password
• Access code
• Subscription ID
• Device ID
• Favourite technician
• Phone number
• Email address
• MY iYogi

What are tickets?

Tickets are the record of each of your interaction with iYogi in an effort to resolve the problem.

What other interactions are stored?

Only the history of all the interactions with iYogi will be stored and displayed.

What computer information can be viewed and changed?

Your computer information which you have provided earlier to our technicians for troubleshooting will be stored and displayed. You can also update the information from your end and it would be updated in our records. For e.g. if you buy a new printer and add it in your list then the next time you call iYogi our technicians will already know that you have bought a printer.

What are referrals?

You can refer any home or office user to iYogi only if you are satisfied with our support. Every user referred by you would be counted as 1 referral. You can get attractive discounts depending on the number of referrals.

Live Help

What is Live Help?
It’s a simple, convenient way to contact an iYogi technician. Once you download and install the Support Dock,Live Help will live on your Support Dock in the form of an icon. When you need help, simply click on the icon to start a remote session. You would also have the option to choose your preferred technician.

Why would I want this on my computer?

The convenience factor. It makes it easy for you to contact us, help is always handy, whenever you need it.

Will this Live Help remote session collect personal/business information or track computer usage in other words, is it spyware?

Absolutely not. The Support tool was designed to help you contact us immediately when you need it the most. It does not contain any spyware or track computer usage.

Can anyone from iYogi take control of my PC without me knowing?

No, iYogi ensures complete security to all its subscribers. No one from iYogi can access your PC automatically. Only you can initiate the help session from your PC and until and unless you give the permission no one from iYogi will be able to access your PC. You would also have the rights to disconnect the session at any given point of time.

How do I know when exactly iYogi technician will call me?

You can specify the date and time of your call in the tool.

Do I need a separate phone line for this feature?

No separate phone line is required; you will be receiving the call in the same number that you provided to us.

Can I schedule my call-back request?

No not in this version of the Support Dock

What if I am not available when the technician calls?

The technician would leave a voicemail stating the next date and time of his call.

Can I cancel an already created callback request?

No not in this version of the SupportDock

Unable to login to My iYogi members area in SupportDock

Solution:  SUMMARY

This article describe about the scenario when customer is not able to login to the page to view information & subscription that customer has purchased from iYogi.

• Click on "My iYogi" to open Members Area on the Support Dock toolbar.
• Click on "New Member? Register Now!"
• Fill in your Access Code in the space provided and click on "Click here".
• Click on "Create".

In case user has already has gone through this process, and a username exists, you’ll get a screen.
For a new registration, fill in your desired email as the Username, and a Password (that you can remember easily), and after confirming it, click "Submit".
Upon successful registration a message would be displayed (as shown). You can now login with the given details.

How to Optimize Browser using SupportDock

Solution:  How to use Privacy protector in Advanced system optimizer

Privacy Protector provides an easy way to maintain system privacy. It removes traces maintained by Windows about your actions like programs used, files accessed, and websites viewed etc. It also deletes cookies and temporary internet files. Privacy Protector should be used daily before you shut down your computer. Regular use of Privacy Protector will ensure the protection of your personal information from strangers.

• Click on Privacy & Security then click on Privacy Protector.
• Click on Cleanup items
• Under Internet tab select the files that we want to delete.
• Click on Windows tab and under this tab select the files that we want to delete.
• Click on cookies. We can also protect cookies by selecting the cookie and then clicking on Add.
• Click on Programs and select the applications under that tab if  we want to delete
• Click on messenger and it will show the information related to the messenger select the files and information under that tab which we want to delete.
• Now click on Plugins and select the plugins that we want to delete.
• Click on Cleanup options and under cleanup options tab selects any cleanup option if we want.
• We can also set a password by clicking on security and selecting Enable password. We can also choose the Delete option as per our requirement.
• We can also schedule the cleanup by clicking on cleaning Schedule and selecting Run Privacy Protector automatically on and then setting the time.
• Now click on Clean Now and then click on Start cleaning it will first take the backup of the registry and then clean the selected items.
• We can also see the cleaning result by clicking on Results

Error installing SupportDock Application

Solution:  Summary
This article describes about error messages while installing Support Dock and SupportDock Application
Installer &Support Dock Application Error Messages
How to install and uninstall Push to Talk in Support Dock

Solution:  SUMMARY
Push 2 Talk would create a request for an almost instant call-back from iYogi support team. With the help of our unique routing mechanism there will be Priority Routing for Premium customers which means that don’t have to wait hours in the queue waiting for someone to pickup phone.