Frequently Asked Questions

Amtelco Secure Messages

• I have restored my device from the Cloud (either iOS or Android) and I did not get any push notifications for new messages. Why did that happen?

  Whenever the ASM app is restored to a device from the Cloud, you must first open the app to re-establish push notifications.

• My ASM is in the Amtelco Cloud. How do the Web URL's work?

  In the Amtelco Cloud, you should always bookmark these URL’s for access to the Administration Website:
  Server 6.8:
  https://msmadmin.miamtelcocloud.com/
  Server 7.0:
  https://asmadminsevenzero.miamtelcocloud.com/

  Once you log in, the URL will change based on your system’s location.

  If you are providing user access to the Contact Web, the URL to bookmark is what appears in the ASM Group setup. Each Group has a unique URL depending on the Group that Contact is registered to. You would first bookmark the redirect URL, and then edit the bookmark to point to the exact URL that appears on the Group’s General Tab from the Admin Web.

• I am out of licenses, what do I do?

  To purchase additional licensing, please contact your Amtelco Salesperson.

  In addition, you can also review:
  1. Run the Orphaned Contacts Report. This report will show you Contacts who do not currently belong to a group. It is possible these accounts are no longer needed and can be removed.
  2. Run the Contacts Without Devices Report. This report will show you Contacts who do not have any devices currently registered to them. It is possible these accounts are no longer needed and can be removed.
  3. Run the Device List Report. This report, when run in Excel, allows you to sort the column by “Last Login”. This could indicate a user that is currently registered, but may not be using the app. Do be aware! If a user has multiple devices, you will want to verify the last login date of ALL devices for that Contact before removing accounts.

• I have an Android device that offers both Face ID and Fingerprint biometrics. Why does the Face ID fail when I try to open the app?

  When both methods are available, Android considers Fingerprint biometrics to be the more secure method. Therefore, you will need to use the Fingerprint option with the Amtelco Secure Messages app for Passcode authentication.

• An existing user now has a brand new ASM Contact Username (created a new ASM Contact account) and cannot log in to the new account from their Android device. Why is this happening?

  Android has an auto-backup feature that saves certain app data to the device user’s Google Cloud account. This feature is automatically applied to all apps. To log in with the new account, on the device, go to the ASM App Info – Storage – Clear Storage. This will clear the stored app data and allow them to enter their new ASM credentials.

• How do I find the full app version installed on my iOS device?

  From either the Accounts or Add Account screen, double-tap the version number to display the full app version installed on that device.

• Can I use Single-Sign-On (SSO) if I am an Amtelco Secure Messages Cloud-based configuation?

  Yes! SSO is now available for Cloud-based customers, please contact your Amtelco Sales Person for additional details.

• Can users take a screenshot while in the ASM app?

  Android – No, Google allows app developers to block their app from allowing screenshots. If a user does attempt to screenshot on an Android device while using the ASM app, it will produce an image with a black screen.

  Apple – Yes, Apple does allow for screenshots. Unfortunately, we cannot restrict this action through the app because Apple does not allow app developers the ability to restrict screenshots. A solution would be to install customer-provided Mobile Device Management (MDM) software on these devices.

• What is the difference between Quick Phrases and Away Messages?

  A Quick Phrase is a pre-built phrase that can be used when creating or responding to messages. An Away Message is a pre-built phrase that can be used when setting a Contact to OFF mode. While in OFF mode, if someone sends that Contact a message, they will receive a pop-up in their app to set their Away Message. The Away Message can also be seen throughout the Admin Web and in the apps from the Contacts section of the app menu.

• Does the "Enable Access Gallery" ASM Group Permission allow users enabled for attachments to save ASM attachments directly on their phone?

  No, attachments created within the ASM app will never be saved on the device. This permission states, when sending a new message from the ASM app, a user cannot access their device’s gallery to send an attachment stored on the device.

• What does a number other than zero mean in the far right-hand columns of the ASM Admin Web's Licenses tab?

  If you see a number other than zero in the far right-hand columns, it is due to 1 of 2 reasons:
  1. Your group’s license allocation has been exceeded. For example, the max number of users allowed in a group is 10, the Unlicensed Contact column shows a 1; which means user #11 tried to join the group but was unsuccessful. You would need to increase that group’s license allocation from the Group’s General tab in the ASM Admin Web.
  2. The system licenses you purchased has been exceeded. Your Purchased Licenses “Available” column would display a zero, while the System Licenses Exceeded column displays a number greater than zero. You would need to delete one (or more) Contact accounts to free up your purchased licenses or contact your Amtelco salesperson to purchase additional system licenses.

• What happens if I delete a device or utilize "Manage Devices" from the Devices tab in the ASM Admin web?

  If you delete a device, you are removing the association of the device to a user’s ASM Contact account. The user would no longer have access to their Contact account on that specific device. To re-establish this association, they would have to log into their account (with their current Contact credentials) on that device.

  The Manage Devices button allows you to batch delete devices (based on the last accessed date) throughout your entire ASM system. This cannot be undone, so utilize caution when performing batch deletes.

• What are the different ways to immediately stop a user's access to their ASM Contact account (including all associated devices)?
  • Lockout – Admin’s can manually put a Contact account into lockout mode from their Contact profile in the ASM Admin Web. To unlock this user, they will need to reset their password and/or passcode. Lockout prevents usage while in lockout mode but allows Admin’s to re-establish their account without loss of data.
  • Deactivate – Admin’s can deactivate a Contact account from the ASM Admin web. This setting is located on the Contacts profile – select the Group (Admin’s will be taken to a secondary screen) – uncheck the “Active” checkbox. Save the changes. To activate a user, simply check the “Active” checkbox and save the changes. Deactivating prevents usage and allows Admin’s to re-establish their account without loss of data.
  • Delete – Admin’s can delete a Contact from the Contact Home page in the ASM Admin Web. Once an account has been deleted, Admin’s cannot re-establish this user in the same state as when the Contact account was deleted. They could register as a new user, however, all activity from the previous user account will not be available to them. The old account’s activity would still be available within the ASM Reports, unless an ASM system Purge or Archive has occurred.

• Can there be more than (1) Amtelco system connected to the same ASM server?

  No, for Infinity, Intelligent Series and Spectrum systems, ASM can only connect to 1 (of each) connection type.

  You can however establish multiple ASM systems to connect to an Infinity or Intelligent Series system by setting up additional stations/routes.

• I have Purge or Archive established but can see messages that are older than my threshold. Why?

  If you are using Purge or Archive, when the cycle runs, it removes all message threads that have not been active since the threshold date. For example, if a message thread begins in 2021 and your threshold is set for every 90 days; if no new messages have occurred within that thread in the last 90 days, the thread will be removed. If a new message occurs within that thread in the last 90 days, the entire thread will remain in the database.

• What are my options for database maintenance?

  Cloud-based Configurations
  Options: do nothing, set a Purge schedule, or set an Archive schedule (a customer-provided Amazon S3 account is required).

  • Do Nothing – If you do nothing, all activity will remain in your ASM database indefinitely, but if your ASM contract ends, Amtelco will permanently delete the database. If you reach the allotted cloud-based capacity, Amtelco will request you to Purge or Archive your database.
  • Purge Schedule – If you set a Purge schedule, once the threshold and Purge time have been established, every 24 hours the system will permanently delete any/all data from the database.
  • Archive Schedule – If you set an Archive schedule, once the threshold and Archive time have been established, every 24 hours the system will permanently delete any/all data from the database, put the data into an encrypted file and move the file into your Amazon S3 bucket. Once outside of the Amtelco infrastructure, you are responsible for the security and maintenance of those files. From your Amazon account, to retrieve the information, you would first pull the data file(s) locally and use the Archive Retrieval program provided by Amtelco.

  On-premise Configurations
  Options: do nothing, set a Purge schedule, or set an Archive schedule (if Archive was included in your MSM contract).

  • Do Nothing – If you do nothing, all activity will remain in your ASM database indefinitely. You would need to monitor the capacity and increase the size of your database as needed.
  • Purge Schedule – If you set a Purge schedule, once the threshold and Purge time have been established, every 24 hours the system will permanently delete any/all data from the database.
  • Archive Schedule – If you set an Archive schedule, once the threshold and Archive time have been established, every 24 hours the system will permanently delete any/all data from the database and move that data into an encrypted file. This file will be stored locally to a customer-provided location. To retrieve this information, you will need the Archive Retrieval program provided by Amtelco.

  Standard SQL maintenance should also be considered (such as SQL updates, upgrades, and backup procedures).

• I am enabled for the attachments feature, what file types am I allowed to send using the ASM Contact Web?

  For security reasons, only the following file types are supported if you are using the attachments feature in Amtelco Secure Messages:

  .txt, .xml, .rtf, .mid, .wav, .mp3, .gif, .jpg, .jpeg, .png, .bmp, .ico, .tiff, .avi, .mpeg, .pdf, .xls, .doc, .ppt, .zip

• I just got a new phone and I am getting prompted to log into the ASM app as if I were a new user. Help!

  Part of what makes the Amtelco Secure Messages app secure, is the requirement of a unique device token at the time of registration. A new device, to Secure Messages, looks like a new user. If you restore apps on your new device (through a cloud service for example) the system has retained the old device’s token which causes a conflict with the new device.

  In order to maintain normal functionality when getting a new device, you should always delete the Secure Messages app after a restore and reinstall it fresh from the Google Play or the Apple App Store. You can also choose not to  include the app during your restore process. When prompted, enter your Secure Messages Group ID and your existing Contact credentials to log into the app. This will create a token for the new device so Secure Messages can recognize it properly.

  In addition, your Secure Messages administrator should log into the Admin Web and delete the old device from the bottom of your Contact page.

• I have an Android device and my sound notifications are not working properly. I have verified basic app and device settings, which appear to be correct.

  In 2021, Google changed its notification service and how sound channels behave within mobile apps. If you experience issues with sounds, please try the following:

  • Navigate to your devices Settings app. Tap “Apps” and then “See all apps”. It should display a list of all the apps currently installed on your device. Scroll until you see “Amtelco Secure Messages” and tap it. Tap “Notifications” and verify all the notification channel switches are toggled on.
  • Navigate to your devices Settings app. Tap “Apps” and then “See all apps”. It should display a list of all the apps currently installed on your device. Scroll until you see “Amtelco Secure Messages” and tap it. Tap “Notifications” and then scroll until the name of the ringtone you would like to use is displayed. Verify the ringtone is toggled on for Normal and High.
  • Navigate to your devices Settings app. Tap “Apps” and then scroll until you see “Special app access”. Tap it and then tap “Do Not Disturb access”. Scroll until you find Amtelco Secure Messages and tap it. Toggle the “Allow Do Not Disturb” to on.
  • Do you have a lot of messages piled up in the notification tray? Having too many unread notifications in the system tray can lead to android devices throttling notifications. Clear out all those notifications.
  • If you are still having issues, try to uninstall and reinstall. Do NOT DELETE the app unless you know your license key.

• I am not getting any push notifications, Help!

  Notifications – Android

  No Audio:

  • Check your device volume to make sure it is at a level you can hear.
  • Check to see if your device is set to “Vibrate on Silent”.
  • Check to see if your device is set to “Do No Disturb”.
  • In your Amtelco Secure Messages app, check the sound selection and see if it is set to “Silent”.
  • In your ASM app, check the On/Off status (the bell icon) to see if it is set to “On”. If it is set to “Off” please toggle it to “On”.
  • Do you have a new or different device? We recommend you delete and reinstall app and then try again. Do not delete the app unless you know your license key and credentials.

  No Visual:

  • Check your device’s notifications settings and make sure they are enabled for the ASM app. Your device’s notification settings are typically under the device’s general Settings app. Please note, if your device has the option – you will need to use “Brief” for banners and not “Detailed” for the ASM app.
  • In your ASM app, check the On/Off status (the bell icon) to see if it is set to “On”. If it is set to “Off” please toggle it to “On”.
  • Do you have a new or different device? We recommend you delete and reinstall app and then try again. Do not delete the app unless you know your license key and credentials.

  No Audio and Visual:

  • Do you have the latest app version installed? You can check on the Google Play Store. If it says “Update” on the Google Play Store, you are not running the latest version of the app.
  • Check your device isn’t set to Airplane Mode.
  • Check your device isn’t set to “Do Not Disturb”.
  • Test your device’s internet connection. You can do this by opening up an external website such as a local weather website. If you cannot load the external website, there may be an issue with your internet connection.
  • Check your device volume to make sure it is at a level you can hear.
  • Check to see if your device is set to “Vibrate on Silent”.
  • Check your device’s notifications settings and make sure they are enabled for the ASM app. Your device’s notification settings are typically under the device’s general Settings app. Please note, if your device has the option – you will need to use “Brief” for banners and not “Detailed” for the ASM app.
  • In your ASM app, check the sound selection and see if it is set to “Silent”.
  • In your ASM app, check the On/Off status (the bell icon) to see if it is set to “On”. If it is set to “Off” please toggle it to “On”.
  • Use different network connection and test again. This means if you’re using Wi-Fi, try turning your Wi-Fi off and testing again with your cell data.
  • Are you receiving notifications from other apps on your device? If the answer is, “no”, it means something is disabling all notifications on the device.
  • Do you have another app that manages your push notifications installed on your device? It could be causing the push notifications to be blocked.
  • Restart your device and test again.
  • Do you have a new or different device? We recommend you delete and reinstall app and then try again. Do not delete the app unless you know your license key and credentials.

  If you are still having issues with your push notifications, please contact your Amtelco Secure Messages Administrator.

  Additional Help Documentation for Android

  Notifications – Apple / iOS

  After downloading the app, choose to “Allow” notifications from Amtelco Secure Messages. If this was not done, can be adjusted from device’s Settings app under Notifications and ASM.

  No Audio:

  • Check your device volume to make sure it is at a level you can hear and make sure the switch on side of device is set to “On”.
  • ​Check to see if your device is set to “Vibrate on Silent”.
  • Check to see if your device is set to “Do No Disturb”.
  • In your ASM app, check the sound selection and see if it is set to “Silent”.
  • In your ASM app, check the On/Off status (the bell icon) to see if it is set to “On”. If it is set to “Off” please toggle it to “On”.
  • Do you have a new or different device? We recommend you delete and reinstall app and then try again. Do not delete the app unless you know your license key and credentials.​

  ​No Visual:

  • Check your device’s notifications settings and make sure they are enabled for the ASM app. Your device’s notification settings are typically under the device’s general Settings app.
  • In your ASM app, check the On/Off status (the bell icon) to see if it is set to “On”. If it is set to “Off” please toggle it to “On”.
  • Do you have a new or different device? We recommend you delete and reinstall app and then try again. Do not delete the app unless you know your license key and credentials.

  No Audio and Visual:

  • Do you have the latest app version installed?
  • ​Verify device isn’t set to Airplane Mode
  • Verify device isn’t set to “Do Not Disturb”
  • Test device’s internet connection by opening up an external website such as local weather website
  • Check device volume (switch, and buttons on side of device)
  • Is device setting “Vibrate on Silent” on?
  • Make sure your device’s Notifications are enabled for ASM app under device’s Settings app, with alert style
  • Ensure the ASM app’s sound selection is not set to “Silent”
  • Check that the ASM app’s On/Off status is set to “On”
  • New/Different device? Delete and reinstall app. Try again.
  • Are you receiving notifications from other apps on your device?
  • Is there a third-party app that manages push notifications installed on the device?
  • Does the Contact account have notifications settings set properly and are in “ON” mode? These settings are in the Admin web under the Contact account.
  • Restart device and test again
  • ​New/Different device? Delete and reinstall app. Try again.

  Additional Help Documentation for iPhones

  Changes Regarding the Apple Notification Center

  Notifications – Apple Watch

  If you are not receiving notifications on your Apple Watch, open the settings in the Watch app and navigation to “Notification Indicator”. Tap the “Notifications Indicator” toggle off then on again. Navigate to the “Mirror iPhone Alerts” setting and toggle it for the Amtelco Secure Messages app off and then on again. Try again.

  Behaviors:

  When your iPhone is locked, the notification is displayed on your Watch (depending on your settings) and should also display on your iPhone (if not, try the Watch app settings suggestions mentioned previously).

  When your iPhone is unlocked, the notification is not displayed on your Watch (because it assumes you are using your phone instead), but is displayed on your iPhone.

  When you clear a notification from your iPhone or Watch it will also clear on the other device.

  Additional Help Documentation for the Apple Watch

• I forgot my Password, Passcode and/or ASM Username. What do I do?

  A system Administrator (from the Admin web) can reset Passwords, Passcodes and validate Usernames through the user’s Contact page.

• How do I download ASM?

  Users can download the mobile app for Android devices through the Google Play store and Apple devices through the App Store by searching “Amtelco”. If you cannot locate the app within your device store, it likely means:
  1. Your device model is no longer supported
  2. Your device’s OS (Android), iOS (iPhone), or watchOS (Apple Watch) is no longer supported
  3. A combination of the two

  Users looking to access the Contact Web will need to install a supported browser first such as Google Chrome or Microsoft Edge. The Contact Web URL is provided by your Amtelco Secure Messages Administrator.

• How can I message with ASM?

  Supported Devices: Android smartphones, Android tablets, iPhones, iPads, Apple Watches, iPod Touch (7th gen) and a browser-based method called the Contact Web. In addition, Amtelco’s Infinity, Intelligent Series or Spectrum systems also be used to send messages to registered ASM users.

• What is Amtelco Secure Messages/miSecureMessages?

  Amtelco Secure Messages (formally known as miSecureMessages or MSM) is a real-time HIPAA and HITECH compliant secure texting app for healthcare organizations and clinicians. It allows the secure exchange of Protected Health Information (PHI) via text messages on smartphones and tablets running iOS and Android, and desktop computers running Windows or Mac. miSecureMessages can be either a cloud-based or on-site solution. All messages stay encrypted when being transferred from device to device. Once on the device, messages are viewable but stored remotely to ensure privacy if a device is misplaced or lost.