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HYPR Mobile App Support

The HYPR Mobile App contains an easy-to-use menu enabling users to provide HYPR with information about the number of paired applications (such as workstations or web accounts). This information includes:

  • HYPR App Version

  • Phone Model

  • OS Version

  • Device ID

  • Connected Applications (starting with RP1, each denoting an individual paired account)

  • URL and app_id of the paired account service

Encouraging users to upgrade to the latest version of all HYPR components and the latest available operating system may improve application performance and reduce the risk of bugs while improving the security of the user experience.

Identifying the application information is also important for escalation to Level 2 Support and beyond, wherein the information may be used to identify a user log in the Control Center Audit trail or equivalent monitoring tools of your company.

Ask the user if their email client is configured. If it is not and they are unable or unwilling to configure a client on their device, the escalation procedure should include identifying information about the user to aid helpdesks and administrators in locating them.

Send HYPR Mobile App Information to Support​

  1. In the HYPR Mobile App, tap the three-bar menu in the upper left. The main dialog slides to the right and reveals the pairing roster.

  2. Tap Support, beneath the roster.

  3. A dialog opens containing useful logging and support data.

    • Click Copy Information to place the logging data onto the clipboard

    • Click Send to Support to open email options

    Email Client Required

    Send to Support requires an enabled/installed email client. This feature is only available if the error occurs during the very first registration attempt.

  4. If you clicked Send to Support, depending on how your client is configured, you may be given a choice of recipients for the logging data, and/or be able to add an email address manually.

  5. Choose the desired recipient. Provided your device is equipped with a default email client, HYPR Mobile App will send the email and offer confirmation. If the email fails to send, contact your internal Support to resolve any connectivity or email issues.

Retrieving Error Logs during First Registration​

During failed registration, users can send diagnostic information for troubleshooting. To send this report:

  1. On the HYPR App Home screen, click the version number. A button will appear prompting the user to click View.

  2. Click View to see a detailed description of the error message.

  3. You may choose to Copy Information here or Send to Support. Choosing Send to Support will forward this information to the Support email address assigned in Control Center General Settings.

Email Client Required

Send to Support requires an enabled/installed email client. This feature is only available if the error occurs during the very first registration attempt.