FAQ for Customer Care
1. User is not getting internet. What to do now?
- Not getting internet may arise from different issues – mostly internet connectivity or connectivity with Audra. To solve this issue, please check that whether -
i. The user is getting internet connection from his/her ISP
ii. Audra is working smoothly from device technical status from Audra support panel https://support.audra.io/
2. User is experiencing slow internet connection. How to make that optimum?
- Getting slow internet speed may arise because of different issues. Please check the below statements –
i. For BizSecure, please check QoS settings whether the user has reduced bandwidth for upload-download
ii. For HomeShield, if the connected devices are out of or on the verge of the radius of wireless connection, they may face the issue. Besides, users will receive less speed in 2.4 GHz than 5 GHz. So, it’s recommended to connect to the 5 GHz SSID for better speed
iii. Please suggest users to browse https://local.audra.io/wifi.htm/ and then change Wi-Fi channel width check the speed again
iv. Make sure that the user’s internet speed (ex. 1GBPS) and Audra’s routing speed (1 GBPS) are the same. If the internet is of a different speed rating, then the speed will not be optimum. We recommend using the same speeds for both internet and Audra.
v. Check whether the connected devices (ex. a smartphone) has the capacity to support Audra’s speed.
vi. Ask to check the internet speed from different measurement tools like www.ookla.com
3. How to setup Audra with the user’s network/activate my Audra account?
- Setting up Audra is ABC. It’s fully a plug-n-play solution which requires no IT skills to setup. Please have a look at https://audra.io/setup/ and follow the steps as per the suitable connection type.
4. How can a user update to the latest firmware for enjoying more features?
- Audra brings updated features time to time to ensure optimum internet experience. The users will get notified through their registered email address whenever a new firmware is released. You can also suggest to follow the below steps to update their Audra firmware -
i. Connect with Audra using LAN/Wi-Fi
ii. Browse http://local.audra.io/
iii. Click DEVICE LOGIN
iv. Go to SETTINGS > UPDATE FIRMWARE
v. The rest of the steps will be guided by Audra
vi. You can also find the steps details by browsing https://audra.io/update-firmware/
5. How the users can set rules in Audra?
- Users can set rules both via browsing Audra Management portal or the app (both available for android and iOS). Please suggest the users to set rules by following the steps -
i. Log in to https://manage.audra.io/ or to Audra management app
ii. Go to DEVICE to set rules for each device, or go to the management app
iii. Turn ON the rules you want to set for the respective member/s
iv. Customize select the Categories, Sites or Timing as necessary
v. SAVE when you’re done
vi. You can also find the step details by browsing https://audra.io/set-rules/
6. Can users set rules using local portal?
- Unfortunately, no. The local portal is designed for setting up device configurations like WAN Settings, LAN Settings, Reboot, Update Firmware, Device QoS Bandwidth Management etc. Users have to LOGIN to set the rules.
7. Can I update firmware using management (cloud) portal/app?
- The management (cloud) portal & app are made for setting rules like group devices, block categories, block sites, whitelist sites, set time quota etc. Users have to DEVICE LOGIN to update the firmware and other to configure other device settings.
8. Does Audra HomeShield support MAC binding?
- Unfortunately, Audra HomeShield does support the feature not at the moment. Users can find the MAC binding feature in Audra BizSecure.
9. How to set MAC Binding or, How I can reserve IP for my specific devices in Audra BizSecure?
- Log in to https://manage.audra.io/ or go to DEVICE LOGIN in Audra app
- Go to SETTINGS >MAC BINDING
- Input Device Name, MAC and IP to bind the MAC and reserve IP for specific device
10. What are the differences between Audra HomeShield and Audra BizSecure?
a. In Audra HomeShield, users can connect their devices with the built in Wi-Fi. In Audra BizSecure, they can connect devices through LAN or can add Access Points for wireless connection
b. Bandwidth Management QoS feature is currently available only in Audra BizSecure
c. Currently, users can bind MAC for specific devices and reserve IPs for them only in Audra BizSecure
d. Users can use 2 internet connections concurrently only with Audra BizSecure
e. Users of Audra BizSecure will shortly enjoy the feature of VPN (Virtual Private Network)
11. What can users do if they can’t get access to a specific site?
a. Check “Device” and “Group” rules. The site may be blocked by the admin
b. Ensure the site is not blocked by the local authority as per country regulations
c. Sometimes Audra may block the sites having high risk of harmful contents which may affect your device
d. The problem may also take place with the website server
12. Users may complain they can’t see today’s data usage/violation report/graph. What to do now?
a. The reports are updated when a 24-hour session is complete, so they will have it on display when the day ends
b. However, they can check today’s usage in the Audra Dashboard and all the violations (attempt prevented, and threats prevented) in notification’s menu
13. What’s the difference between Attempts prevented and Threats prevented?
- Attempts prevented is blocking the access to a site if it is blocked by Audra following the regulations set by admin. Whereas, Threats prevented encompasses Adware, Malware, Spam, DDoS and other security threats blocked by Audra automatically.
14. How to recover user’s account password?
a. Please ask users to visit https://manage.audra.io/ or in the Audra app click FORGOT PASSWORD and share required information
b. Then check their registered email where an the detailed steps have been sent to them
c. If they’re still facing the issue the you’re suggested to visit the support portal (https://support.audra.io/) and set a temporary password and share with them in the rational channel (Mail/WhatsApp in registered number/SMS in phone etc.). Then ask them to use the password for temporary DEVICE LOGIN and reset their password
15. Where can users find the Audra activation code?
- Users can find the activation code written on the bottom of the device.
16. How can users set QoS?
a. Go to SETTINGS > QoS in the management (cloud) portal
b. Set preferred upload and download speeds.
c. Go to any GROUP and set QoS for that group
17. Can users set device wise QOS?
- No. QoS is for groups only. If they have one specific device to allocate dedicated bandwidth then they can assign the device in a separate group and allocate bandwidth as required for it
18. Can users use multiple Audra unit under same account?
- Yes. Users can use the same email address & password of their current Audra also during new device activation. This will automatically include new device under the same email address which they can explore clicking the ‘profile’ icon in their management app/management (cloud) portal in browser
19. How can users receive notifications if any violation takes place?
- Users can see all the prevented threats and access in their notification panel. They just have to go to SETTINGS > GENERAL SETTINGS and set notification emails and its frequency. They’ll be notified by that interval if any unwanted things take place
20. Does Audra wireless connectivity support MIMO (Multiple Inputs & Multiple Outputs)?
- Yes. Users can get MIMO through the Audra HomeShield Wi-Fi or through the APs connected with Audra BizSecure
21. Is there Port Forwarding feature?
- Yes, Audra supports that. Users can do port forwarding both through their HomeShield and BizSecure devices
22. During the activation, can users activate Audra using App?
- Unfortunately for now, users need to activate Audra through a browser in their PC, Laptop or any other mobile devices by visiting https://local.audra.io/
23. Can users do a DEVICE LOGIN using the Audra App?
- The Audra App is only for accessing to the management (cloud) portal. Users can use a browser from their PC, Laptop or any other mobile devices for DEVICE LOGIN. But for DEVICE LOGIN, they must have to be within Audra’s network
24. Does Audra support VLAN (Virtual LAN)?
- Yes, both Audra HomeShield and BizSecure support VLAN.
25. Can users login to Audra using Audra WAN IP?
- Unfortunately not. Users can only use LAN IP to log in.
26. Can users change the Audra account name (email)?
- It is not possible to change the account name after registration has been done. We strongly recommend the users to use an email address that they will use in the long term.
27. Can users set different names for different Audra if they’re using multiple Audra internet controllers under the same account?
- Yes, they can. They can set names during activation and also change later on so that they know which Audra is responsible for protecting which devices
28. What happens if users press “reset” by mistake?
- Nothing to worry about. It will only switch the Audra unit off and turn itself on automatically.
29. Can users set DNS on a specific user device?
- Sadly, no. If that were to be done, the specific user’s device (ex. a smartphone) would not be able to connect to the internet at all, and it goes without saying that Audra’s internet-control features would not apply.
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