Symphony FAQs

Download the Symphony desktop clientby following these steps:

1. In Symphony, click Settings in the upper right-hand corner, followed by General (Figure 1):

here

Figure 1Settings/General

2. Click Go to AC Portal at the bottom of the screen (Figure 2):

Figure 2 Go To AC Portal

Note:Alternatively, navigate tohttps://companyabc.symphony.com/?admin as an administrator(where companyabc is the name of your Pod)

3. In the left-nav, click on Downloads underResources(Figure 3):

Figure 3 Resources/Downloads

4. Download the relevant client for Windows or Macand then follow the on screen instructions manually to complete the install (Figure 4):

Figure 4 Downloads

Note: Refer to the Knowledge Article foundonhow to perform a silent install

Extracting users from a room can be a difficult task, especially when the room is large and contains over 100 users.

The Python script below has been developed to help you toretrieve the user details from a specific room more easily.

Prerequisites

Before executing the Python script, please ensure you have all threeof the following:

Pod URL:The URL you use to login to Symphony, for example, https://companyabc.symphony.com/

Room/Conversation ID:Refer to the Knowledge Article found here onhow to obtain the room/conversationID

A valid SessionToken: Refer to the Knowledge Article found here on how to generate RSA key pairs and perform the required steps

Note: The room ID should be in URLSafe Base64 encoding. To obtain the URLSafe Base64 room ID, replace forward slashes with underscores, replace pluses with minuses, and ignore any trailing equal signs

Once you have the three required parameters, they can be passed into the script to generate and retrieve the user details.

Python Script

Run the script below to extract the list of room users:

import requests

# Function here will pass the userid to the new API call to obtain the names of the user

def retrieve_names(podname, userid, session_token):

url = "https://"+str(podname)+".symphony.com/pod/v3/users?uid=" + str(userid)

headers = {

'sessionToken': str(session_token),

'Cache-Control': "no-cache",

'Connection': "keep-alive"

}

user_response = requests.request("GET", url, headers=headers)

record = user_response.json()

firstname = record['users'][0]['firstName']

lastname = record['users'][0]['lastName']

displayname = record['users'][0]['displayName']

# Here it will print out the data. Once finished you can copy and paste somewhere.

# print(record)

print('userid: ' + str(userid) + ' | firstname: ' + firstname + ' | lastname: ' + lastname + ' | displayname: ' + displayname)

# Function here will retrieve the users in the room and pass each id to the "retrieve_names" function

def retrieve_room_users(podname, streamid, session_token):

url = "https://"+str(podname)+".symphony.com/pod/v2/room/" + str(streamid) + "/membership/list"

headers = {

'sessionToken': str(session_token),

'Cache-Control': "no-cache",

'Connection': "keep-alive"

}

response = requests.request("GET", url, headers=headers)

list = response.json()

usercount = len(list)

for uid in list:

thisid = uid['id']

retrieve_names(podname, thisid, session_token)

# Run query from here

# first parameter is your PODNAME, replace PODNAME with your actual PODNAME

# second parameter is your STREAMID, replace STREAMID with the actual room STREAMID

# third parameter is your SESSIONTOKEN, replace SESSIONTOKEN with the actual SESSIONTOKEN

retrieve_room_users('PODNAME', 'STREAMID', "SESSIONTOKEN")

Note:Refer to the API endpoint for further parameters available in extracting user information

Note: This is an unsupported script created by Symphony which you use at your own risk. Symphony are not liable for any error(s) which may occur

Symphony supports various emojis. A full list of emojis available for use can be found below (Table 1):

Number

Short code

Unicode

Equivalent

Image

Displayed

1

:grinning:

2

:grin:

3

:joy:

4

:rofl:

:rolling_on_the_floor_laughing:

NA

5

:smiley:

6

:smile:

7

:sweat_smile:

8

:laughing:

:satisfied:

9

:wink:

10

:blush:

11

:yum:

12

:sunglasses:

13

:heart_eyes:

14

:kissing_heart:

15

:kissing:

16

:kissing_smiling_eyes:

17

:kissing_closed_eyes:

18

:relaxed:

19

:slight_smile:

:slightly_smiling_face:

20

:hugging:

:hugging_face:

21

:thinking:

:thinking_face:

22

:neutral_face:

23

:expressionless:

24

:no_mouth:

25

:rolling_eyes:

:face_with_rolling_eyes:

26

:smirk:

27

:persevere:

28

:disappointed_relieved:

29

:open_mouth:

30

:zipper_mouth:

:zipper_mouth_face:

31

:hushed:

32

:sleepy:

33

:tired_face:

34

:sleeping:

35

:relieved:

36

:nerd:

:nerd_face:

37

:stuck_out_tongue:

38

:stuck_out_tongue_winking_eye:

39

:stuck_out_tongue_closed_eyes:

40

:drooling_face:

:drool:

41

:unamused:

42

:sweat:

43

:pensive:

44

:confused:

45

:upside_down:

:upside_down_face:

46

:money_mouth:

:money_mouth_face:

47

:astonished:

48

:frowning2:

:white_frowning_face:

49

:slight_frown:

:slightly_frowning_face:

50

:confounded:

51

:disappointed:

52

:worried:

53

:triumph:

54

:cry:

55

:sob:

56

:frowning:

57

:anguished:

58

:fearful:

59

:weary:

60

:grimacing:

61

:cold_sweat:

62

:scream:

63

:flushed:

64

:dizzy_face:

65

:rage:

66

:angry:

67

:innocent:

68

:cowboy:

:face_with_cowboy_hat:

69

:clown:

:clown_face:

70

:lying_face:

:liar:

71

:mask:

72

:thermometer_face:

:face_with_thermometer:

73

:head_bandage:

:face_with_head_bandage:

74

:nauseated_face:

:sick:

75

:sneezing_face:

:sneeze:

76

:smiling_imp:

77

:imp:

78

:japanese_ogre:

79

:japanese_goblin:

82

:ghost:

83

:alien:

84

:space_invader:

85

:robot:

:robot_face:

87

:smiley_cat:

88

:smile_cat:

89

:joy_cat:

90

:heart_eyes_cat:

91

:smirk_cat:

92

:kissing_cat:

93

:scream_cat:

94

:crying_cat_face:

95

:pouting_cat:

96

:see_no_evil:

97

:hear_no_evil:

98

:speak_no_evil:

99

:boy:

105

:girl:

111

:man:

117

:woman:

123

:older_man:

129

:older_woman:

:grandma:

135

:baby:

141

:angel:

147

:cop:

153

:spy:

:sleuth_or_spy:

159

:guardsman:

165

:construction_worker:

177

:person_with_blond_hair:

183

:santa:

189

:mrs_claus:

:mother_christmas:

195

:princess:

201

:prince:

207

:bride_with_veil:

213

:man_in_tuxedo:

219

:pregnant_woman:

:expecting_woman:

231

:person_frowning:

237

:person_with_pouting_face:

243

:no_good:

249

:ok_woman:

255

:information_desk_person:

261

:raising_hand:

267

:bow:

273

:face_palm:

:facepalm:

279

:shrug:

285

:massage:

291

:haircut:

297

:walking:

303

:runner:

309

:dancer:

315

:man_dancing:

:male_dancer:

321

:dancers:

322

:levitate:

:man_in_business_suit_levitating:

323

:speaking_head:

:speaking_head_in_silhouette:

324

:bust_in_silhouette:

325

:busts_in_silhouette:

326

:fencer:

:fencing:

327

:horse_racing:

333

:skier:

334

:snowboarder:

335

:golfer:

336

:surfer:

342

:rowboat:

348

:swimmer:

354

:basketball_player:

:person_with_ball:

360

:lifter:

:weight_lifter:

366

:bicyclist:

372

:mountain_bicyclist:

378

:race_car:

:racing_car:

379

:motorcycle:

:racing_motorcycle:

380

:cartwheel:

:person_doing_cartwheel:

392

:water_polo:

398

:handball:

404

:juggling:

:juggler:

451

:point_left:

457

:point_right:

463

:point_up:

469

:point_up_2:

481

:point_down:

487

:v:

493

:fingers_crossed:

:hand_with_index_and_middle_finger_crossed:

499

:vulcan:

:raised_hand_with_part_between_middle_and_ring_fingers:

505

:metal:

:sign_of_the_horns:

511

:call_me:

:call_me_hand:

517

:hand_splayed:

:raised_hand_with_fingers_splayed:

523

:raised_hand:

529

:ok_hand:

535

:thumbsup:

:+1: :thumbup:

541

:thumbsdown:

:-1: :thumbdown:

547

:fist:

553

:punch:

559

:left_facing_fist:

:left_fist:

565

:right_facing_fist:

:right_fist:

571

:raised_back_of_hand:

:back_of_hand:

577

:wave:

583

:clap:

589

:writing_hand:

595

:open_hands:

601

:raised_hands:

607

:pray:

613

:handshake:

:shaking_hands:

619

:nail_care:

625

:ear:

631

:nose:

637

:footprints:

638

:eyes:

639

:eye:

640

:eye_in_speech_bubble:

641

:tongue:

661

:zzz:

662

:anger:

664

:boom:

665

:sweat_drops:

666

:dash:

667

:dizzy:

668

:speech_balloon:

669

:speech_left:

:left_speech_bubble:

670

:anger_right:

:right_anger_bubble:

671

:thought_balloon:

672

:hole:

673

:eyeglasses:

674

:dark_sunglasses:

675

:necktie:

676

:shirt:

677

:jeans:

678

:dress:

679

:kimono:

680

:bikini:

681

:womans_clothes:

682

:purse:

683

:handbag:

684

:pouch:

685

:shopping_bags:

686

:school_satchel:

687

:mans_shoe:

688

:athletic_shoe:

689

:high_heel:

690

:sandal:

691

:boot:

692

:crown:

693

:womans_hat:

694

:tophat:

695

:mortar_board:

696

:helmet_with_cross:

:helmet_with_white_cross:

697

:prayer_beads:

698

:lipstick:

699

:ring:

700

:gem:

701

:monkey_face:

702

:monkey:

703

:gorilla:

704

:dog:

705

:dog2:

706

:poodle:

707

:wolf:

708

:fox:

:fox_face:

709

:cat:

710

:cat2:

711

:lion_face:

:lion:

712

:tiger:

713

:tiger2:

714

:leopard:

715

:horse:

716

:racehorse:

717

:deer:

718

:unicorn:

:unicorn_face:

719

:cow:

720

:ox:

721

:water_buffalo:

722

:cow2:

723

:pig:

724

:pig2:

725

:boar:

726

:pig_nose:

727

:ram:

728

:sheep:

729

:goat:

730

:dromedary_camel:

731

:camel:

732

:elephant:

733

:rhino:

:rhinoceros:

734

:mouse:

735

:mouse2:

736

:rat:

737

:hamster:

738

:rabbit:

739

:rabbit2:

740

:chipmunk:

741

:bat:

742

:bear:

743

:koala:

744

:panda_face:

745

:feet:

:paw_prints:

746

:turkey:

747

:chicken:

748

:rooster:

749

:hatching_chick:

750

:baby_chick:

751

:hatched_chick:

752

:bird:

753

:penguin:

754

:dove:

:dove_of_peace:

755

:eagle:

756

:duck:

757

:owl:

758

:frog:

759

:crocodile:

760

:turtle:

761

:lizard:

762

:snake:

763

:dragon_face:

764

:dragon:

765

:whale:

766

:whale2:

767

:dolphin:

768

:fish:

769

:tropical_fish:

770

:blowfish:

771

:shark:

772

:octopus:

773

:shell:

774

:crab:

775

:shrimp:

776

:squid:

777

:butterfly:

778

:snail:

779

:bug:

780

:ant:

781

:bee:

782

:beetle:

783

:spider:

784

:spider_web:

785

:scorpion:

786

:bouquet:

787

:cherry_blossom:

788

:white_flower:

789

:rosette:

790

:rose:

791

:wilted_rose:

:wilted_flower:

792

:hibiscus:

793

:sunflower:

794

:blossom:

795

:tulip:

796

:seedling:

797

:evergreen_tree:

798

:deciduous_tree:

799

:palm_tree:

800

:cactus:

801

:ear_of_rice:

802

:herb:

803

:shamrock:

804

:four_leaf_clover:

805

:maple_leaf:

806

:fallen_leaf:

807

:leaves:

808

:grapes:

809

:melon:

810

:watermelon:

811

:tangerine:

812

:lemon:

814

:pineapple:

815

:apple:

816

:green_apple:

817

:pear:

818

:peach:

819

:cherries:

820

:strawberry:

821

:kiwi:

:kiwifruit:

822

:tomato:

823

:avocado:

825

:potato:

826

:carrot:

827

:corn:

828

:hot_pepper:

829

:cucumber:

830

:mushroom:

832

:chestnut:

833

:bread:

836

:pancakes:

837

:cheese:

:cheese_wedge:

838

:meat_on_bone:

839

:poultry_leg:

840

:bacon:

841

:hamburger:

842

:fries:

843

:pizza:

848

:egg:

849

:cooking:

850

:shallow_pan_of_food:

:paella:

851

:stew:

852

:salad:

:green_salad:

853

:popcorn:

854

:bento:

855

:rice_cracker:

856

:rice_ball:

857

:rice:

858

:curry:

859

:ramen:

860

:spaghetti:

861

:sweet_potato:

862

:oden:

863

:sushi:

864

:fried_shrimp:

865

:fish_cake:

866

:dango:

867

:icecream:

868

:shaved_ice:

869

:ice_cream:

870

:doughnut:

871

:cookie:

872

:birthday:

873

:cake:

874

:chocolate_bar:

875

:candy:

876

:lollipop:

877

:custard:

:pudding:

:flan:

878

:honey_pot:

879

:baby_bottle:

880

:milk:

:glass_of_milk:

881

:coffee:

882

:tea:

883

:sake:

884

:champagne:

:bottle_with_popping_cork:

885

:wine_glass:

886

:cocktail:

887

:tropical_drink:

888

:beer:

889

:beers:

890

:champagne_glass:

:clinking_glass:

891

:tumbler_glass:

:whisky:

892

:fork_knife_plate:

:fork_and_knife_with_plate:

893

:fork_and_knife:

894

:spoon:

895

:knife:

896

:amphora:

897

:earth_africa:

898

:earth_americas:

899

:earth_asia:

900

:globe_with_meridians:

901

:map:

:world_map:

902

:japan:

903

:mountain_snow:

:snow_capped_mountain:

904

:mountain:

905

:volcano:

906

:mount_fuji:

907

:camping:

908

:beach:

:beach_with_umbrella:

909

:desert:

910

:island:

:desert_island:

911

:park:

:national_park:

912

:stadium:

913

:classical_building:

914

:construction_site:

:building_construction:

915

:homes:

:house_buildings:

916

:cityscape:

917

:house_abandoned:

:derelict_house_building:

918

:house:

919

:house_with_garden:

920

:office:

921

:post_office:

922

:european_post_office:

923

:hospital:

924

:bank:

925

:hotel:

926

:love_hotel:

927

:convenience_store:

928

:school:

929

:department_store:

930

:factory:

931

:japanese_castle:

932

:european_castle:

933

:wedding:

934

:tokyo_tower:

935

:statue_of_liberty:

936

:church:

937

:mosque:

938

:synagogue:

939

:shinto_shrine:

940

:kaaba:

941

:fountain:

942

:tent:

943

:foggy:

944

:night_with_stars:

945

:sunrise_over_mountains:

946

:sunrise:

947

:city_dusk:

948

:city_sunset:

949

:bridge_at_night:

950

:hotsprings:

951

:milky_way:

952

:carousel_horse:

953

:ferris_wheel:

954

:roller_coaster:

955

:barber:

956

:circus_tent:

957

:performing_arts:

958

:frame_photo:

:frame_with_picture:

959

:art:

960

:slot_machine:

961

:steam_locomotive:

962

:railway_car:

963

:bullettrain_side:

964

:bullettrain_front:

965

:train2:

966

:metro:

967

:light_rail:

968

:station:

969

:tram:

970

:monorail:

971

:mountain_railway:

972

:train:

973

:bus:

974

:oncoming_bus:

975

:trolleybus:

976

:minibus:

977

:ambulance:

978

:fire_engine:

979

:police_car:

980

:oncoming_police_car:

981

:taxi:

982

:oncoming_taxi:

983

:red_car:

984

:oncoming_automobile:

985

:blue_car:

986

:truck:

987

:articulated_lorry:

988

:tractor:

989

:bike:

990

:scooter:

991

:motor_scooter:

:motorbike:

992

:busstop:

993

:motorway:

994

:railway_track:

:railroad_track:

995

:fuelpump:

996

:rotating_light:

997

:traffic_light:

998

:vertical_traffic_light:

999

:construction:

1000

:octagonal_sign:

:stop_sign:

1001

:anchor:

1002

:sailboat:

1003

:canoe:

:kayak:

1004

:speedboat:

1005

:cruise_ship:

:passenger_ship:

1006

:ferry:

1007

:motorboat:

1008

:ship:

1009

:airplane:

1010

:airplane_small:

:small_airplane:

1011

:airplane_departure:

1012

:airplane_arriving:

1013

:seat:

1014

:helicopter:

1015

:suspension_railway:

1016

:mountain_cableway:

1017

:aerial_tramway:

1018

:rocket:

1019

:satellite_orbital:

1020

:bellhop:

:bellhop_bell:

1021

:door:

1022

:sleeping_accommodation:

1023

:bed:

1024

:couch:

:couch_and_lamp:

1034

:hourglass:

1035

:hourglass_flowing_sand:

1036

:watch:

1037

:alarm_clock:

1038

:stopwatch:

1039

:timer:

:timer_clock:

1040

:clock:

:mantlepiece_clock:

1041

:clock12:

1042

:clock1230:

1043

:clock1:

1044

:clock130:

1045

:clock2:

1046

:clock230:

1047

:clock3:

1048

:clock330:

1049

:clock4:

1050

:clock430:

1051

:clock5:

1052

:clock530:

1053

:clock6:

1054

:clock630:

1055

:clock7:

1056

:clock730:

1057

:clock8:

1058

:clock830:

1059

:clock9:

1060

:clock930:

1061

:clock10:

1062

:clock1030:

1063

:clock11:

1064

:clock1130:

1065

:new_moon:

1066

:waxing_crescent_moon:

1067

:first_quarter_moon:

1068

:waxing_gibbous_moon:

1069

:full_moon:

1070

:waning_gibbous_moon:

1071

:last_quarter_moon:

1072

:waning_crescent_moon:

1073

:crescent_moon:

1074

:new_moon_with_face:

1075

:first_quarter_moon_with_face:

1076

:last_quarter_moon_with_face:

1077

:thermometer:

1078

:sunny:

1079

:full_moon_with_face:

1080

:sun_with_face:

1081

:star:

1082

:star2:

1083

:stars:

1084

:cloud:

1085

:partly_sunny:

1086

:thunder_cloud_rain:

:thunder_cloud_and_rain:

1087

:white_sun_small_cloud:

:white_sun_with_small_cloud:

1088

:white_sun_cloud:

:white_sun_behind_cloud:

1089

:white_sun_rain_cloud:

:white_sun_behind_cloud_with_rain:

1090

:cloud_rain:

:cloud_with_rain:

1091

:cloud_snow:

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:cloud_with_tornado:

1094

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1096

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1097

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1098

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1099

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1100

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1101

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1102

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1103

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1104

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1105

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1106

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1107

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1108

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1109

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1110

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1111

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1113

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1114

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1115

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1116

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1117

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1118

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1119

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1122

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1124

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1125

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1126

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1127

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1128

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1129

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1130

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1131

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1132

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1134

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1135

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1136

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1137

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1138

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1139

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1140

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1141

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1142

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1143

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1144

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1145

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1146

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1147

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1148

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1149

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1150

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1151

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1152

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1153

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1154

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1155

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1156

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1157

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1158

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1159

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1160

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1161

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1162

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1163

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1164

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1165

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1166

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1167

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1168

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1169

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1170

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1171

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1173

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1174

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1175

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1176

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1177

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1178

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1179

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1180

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1181

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1182

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1183

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1184

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1185

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1186

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1187

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1188

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1189

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1190

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1191

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1192

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1193

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1194

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1195

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1196

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1197

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1198

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1199

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1200

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1201

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1202

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1203

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1204

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1206

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1207

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1209

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1210

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1211

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1212

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1213

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1214

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1215

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1216

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1217

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1218

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1219

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1220

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1221

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1222

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1223

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1224

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1225

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1236

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1237

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1239

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1240

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1242

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1244

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1253

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1256

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1260

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1261

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1262

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1263

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1264

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1265

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1266

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1267

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1268

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1269

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1274

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1275

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1277

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1278

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1295

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1297

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1298

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1299

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1303

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1304

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1305

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1306

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1307

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1315

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1316

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1317

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1318

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1319

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1320

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1327

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1328

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1329

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1330

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1331

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1332

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1333

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1334

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1339

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1340

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1341

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1342

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1343

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1344

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1346

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1348

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1349

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1350

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1351

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1352

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1353

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1354

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1355

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1356

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1357

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1359

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1360

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1361

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1362

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1363

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1364

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1365

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1366

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1367

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1368

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1369

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1370

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1371

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1372

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1373

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1374

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1375

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1376

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1382

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1389

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1390

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1391

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1392

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1393

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1394

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1395

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1396

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1397

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1398

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1399

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1400

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1401

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1402

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1404

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1417

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1418

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1419

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1421

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1422

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1423

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1424

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1425

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1426

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1427

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1428

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1429

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1430

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1432

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1437

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1442

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1443

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1448

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1457

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1458

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1460

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1461

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2

1462

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3

1463

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4

1464

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5

1465

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6

1466

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7

1467

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8

1468

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9

1469

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1470

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1471

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1472

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1473

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1474

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1475

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1476

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1477

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1478

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1479

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1480

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1481

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1482

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1483

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1484

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1485

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1486

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1487

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1489

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1491

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1495

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1496

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1497

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1498

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1500

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1501

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1502

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1504

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1523

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1524

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1525

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1527

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1528

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1529

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1590

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1600

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1628

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1669

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1672

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1673

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1676

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1682

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1690

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1691

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1693

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1695

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1696

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1697

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1698

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1700

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1705

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1706

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1707

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1709

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1711

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1713

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1714

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1715

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1716

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1717

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1718

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1719

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1720

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1721

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1722

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1723

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1725

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1726

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1727

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1728

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1730

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1731

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:re:

1732

:flag_ro:

:ro:

1733

:flag_rs:

:rs:

1734

:flag_ru:

:ru:

1735

:flag_rw:

:rw:

1736

:flag_sa:

:saudiarabia:

:saudi:

1737

:flag_sb:

:sb:

1738

:flag_sc:

:sc:

1739

:flag_sd:

:sd:

1740

:flag_se:

:se:

1741

:flag_sg:

:sg:

1742

:flag_sh:

:sh:

1743

:flag_si:

:si:

1744

:flag_sj:

:sj:

1745

:flag_sk:

:sk:

1746

:flag_sl:

:sl:

1747

:flag_sm:

:sm:

1748

:flag_sn:

:sn:

1749

:flag_so:

:so:

1750

:flag_sr:

:sr:

1751

:flag_ss:

:ss:

1752

:flag_st:

:st:

1753

:flag_sv:

:sv:

1754

:flag_sx:

:sx:

1755

:flag_sy:

:sy:

1756

:flag_sz:

:sz:

1757

:flag_ta:

:ta:

1758

:flag_tc:

:tc:

1759

:flag_td:

:td:

1760

:flag_tf:

:tf:

1761

:flag_tg:

:tg:

1762

:flag_th:

:th:

1763

:flag_tj:

:tj:

1764

:flag_tk:

:tk:

1765

:flag_tl:

:tl:

1766

:flag_tm:

:turkmenistan:

1767

:flag_tn:

:tn:

1768

:flag_to:

:to:

1769

:flag_tr:

:tr:

1770

:flag_tt:

:tt:

1771

:flag_tv:

:tuvalu:

1772

:flag_tw:

:tw:

1773

:flag_tz:

:tz:

1774

:flag_ua:

:ua:

1775

:flag_ug:

:ug:

1776

:flag_um:

:um:

1777

:flag_us:

:us:

1778

:flag_uy:

:uy:

1779

:flag_uz:

:uz:

1780

:flag_va:

:va:

1781

:flag_vc:

:vc:

1782

:flag_ve:

:ve:

1783

:flag_vg:

:vg:

1784

:flag_vi:

:vi:

1785

:flag_vn:

:vn:

1786

:flag_vu:

:vu:

1787

:flag_wf:

:wf:

1788

:flag_ws:

:ws:

1789

:flag_xk:

:xk:

1790

:flag_ye:

:ye:

1791

:flag_yt:

:yt:

1792

:flag_za:

:za:

1793

:flag_zm:

:zm:

1794

:flag_zw:

:zw:

1795

:regional_indicator_z:

1796

:regional_indicator_y:

1797

:regional_indicator_x:

1798

:regional_indicator_w:

1799

:regional_indicator_v:

1800

:regional_indicator_u:

1801

:regional_indicator_t:

1802

:regional_indicator_s:

1803

:regional_indicator_r:

1804

:regional_indicator_q:

1805

:regional_indicator_p:

1806

:regional_indicator_o:

1807

:regional_indicator_n:

1808

:regional_indicator_m:

1809

:regional_indicator_l:

1810

:regional_indicator_k:

1811

:regional_indicator_j:

1812

:regional_indicator_i:

1813

:regional_indicator_h:

1814

:regional_indicator_g:

1815

:regional_indicator_f:

1816

:regional_indicator_e:

1817

:regional_indicator_d:

1818

:regional_indicator_c:

1819

:regional_indicator_b:

1820

:regional_indicator_a:

Table 1 Emojis

The Terms of Use (TOU) notification is displayed when you log into Symphony for the first time along with the end user license agreement (EULA). This notification provides you with the terms you must abide by when using Symphony.

Note:The TOU can only be changed by Symphony

If you wish to view the content of the TOU, you can:

Create a new test user, log in to Symphony, and copy the content of the TOU when it is displayed on screen

Contact the Symphony Support team for this information

If you wish to amend the TOU, a Service Request must be sent to [email protected] with the following information:

The new TOU in HTML formatted text

How often the TOU should be displayed to users

Once the change has been implemented, a small window for scheduled maintenance will be coordinated between all parties to update the TOU for your platform instance.

A silent install is an installation of a software program that requires no user interaction. It is a convenient way to streamline the installation process of a desktop application without requiring any user input.

The Electron version of the Symphony Desktop Application supports silent installation on Windows using the standard msiexec command from the command prompt or PowerShell.

Install the Electron SDA by following the steps below:

1. Navigate tohttps://companyabc.symphony.com/?admin as an administrator(where companyabc is the name of your Pod) and download the lastest version of the Electron SDA

2. From the Start menu, clickRun

3. Typecmdand pressEnter

Note:Ensure you are running cmd as an administrator

4. From the command prompt, navigate to the folder where the Symphony installation files are located

5. To view information on the options to run the silent install command, enter the msiexec.exe /? command

6.Torun the silent installation using installation options defined by the current Symphony configuration, enter the following command:

msiexec /i "Symphony.msi" /q POD_URL="https://example.symphony.com" /l* symphony_install.log

Note:Wherecompanyabcis the name of your Pod. If you do not supply the Pod details, you will receive an 'only for me' install that will direct the user to the Symphony Public Pod

Note: To uninstall the SDA, you can run the msiexec /x "current_version.msi" /q /l* symphony_uninstall.log command

Additional Information

If desired, additional parameters such as the ones listed below can also be used as part of the silent installation command:

POD_URL (String)

ALWAYS_ON_TOP (Boolean)

AUTO_START (Boolean)

MINIMIZE_ON_CLOSE (Boolean)

BRING_TO_FRONT (Boolean)

MEDIA (Boolean)

LOCATION (Boolean)

NOTIFICATIONS (Boolean)

MIDI_SYSEX (Boolean)

FULL_SCREEN (Boolean)

POINTER_LOCK (Boolean)

OPEN_EXTERNAL (Boolean)

DEV_TOOLS_ENABLED (Boolean)

CUSTOM_TITLE_BAR (Boolean)

AUTO_LAUNCH_PATH (String)

If you require further assistance regarding this, please contact the Symphony Support team at [email protected]

Capture logs from an iOS device by following these steps:

1. From the Symphony mobile app, navigate to theChatstab (Figure 1):

[email protected]

Figure 1 Chats

2. Tap the screen5times within the area highlighted by the red box (Figure 2):

Figure 2 Tap Area

3. The logs will be displayed on screen (Figure 3):

Figure 3 Logs

4. Tap the logs and tap again, then choose Select All followed by Copy (Figure 4):

Figure 4 Select All And Copy

5. Navigate to your email application

6. Compose a new email and paste the logs into body of the message

7. Send the logs to the Symphony Support team at

Note:If the files are too large to email, inform the Symphony Support team. They can arrange to receive it using a secure file transfer site, Filevault

Capture logs from an Android device by following these steps:

1. From the Symphony mobile app, navigate to the Chats tab (Figure 1):

[email protected]

Figure 1 Chats

2. Tap the screen 5 times within the area highlighted by the red box (Figure 2):

Figure 2 Tap Area

3. The logs will be displayed on screen (Figure 3):

Figure 3 Logs

4.Press and hold the logs for 5 seconds

Note:Although this will appear to do nothing, the logs will be copied to your Android clipboard

5. Navigate to your email application

6. Compose a new email and paste the logs into body of the message

7. Send the logs to the Symphony Support team at

Note:If the files are too large to email, inform the Symphony Support team. They can arrange to receive it using a secure file transfer site, Filevault

Symphony can work in conjunction with other applications to provide added value to our clients. One of these applications is the Thomson Reuters Eikon Client which provides aset of financial analysis tools.

Configure theThomson Reuters Eikon Clientby following these steps:

1. Log into your Symphony Pod

2. Download and install the Thomson Reuters Eikon Client fromthe following URL:

https://financial.thomsonreuters.com/en/products/tools-applications/trading-investment-tools/eikon-trading-software.html

3. Either log into your existing Eikon account, or create a new account and then login

4. Complete the Eikon client installation

5. Launch the Eikon application

6. At this stage, it is important to verify that Symphony and Eikon are both connected to allow interaction between the two applications. To do this from Eikon, navigate to Settings (Figure 1):

Figure 1 Settings

7. Click External Apps (Figure 2):

Figure 2 External Apps

8. Verify the Symphony connection is greenand the Allow this app to open new windows in Eikon and send/receive information from Eikon apps check box is selected(Figure 3):

Figure 3 Symphony Connection

Note:If the connection is not green, refresh Symphony until the connection is verified. If the connection does not turn green after a refresh, check the install of the Thomson Reuters Eikon Client was completed successfully

9. To test connectivity between the two applications, open a Workspacefrom the Templates menu (Figure 4):

Figure 4 Getting Started - Economics

10. Right click on an object and click Share followed by Share via Symphony... (Figure 5):

Figure 5 Share Via Symphony...

11. Navigate to Symphony where the shared object should be displayed. Add recipients and a message if required and clickSend (Figure 6):

Figure 6 Send

12. The shared Eikon object will be displayed in the Symphony conversation and if the chat participant is also an Eikon user, they will be able to open the object in the Eikon application if desired (Figure 7):

Figure 7 Shared Object

To create a bot or application using the Symphony REST API, you can leverage a tool that uses an OpenSSL-based utility in creating self-signed certificates. This method should only be used if you are not be able to officially obtain a self-signed certificate internally.

1. Download the filefrom the following URL:

https://filevault.symphony.com/index.php/s/xn4mK2Cq47jM5qE

Note: The password is 123Symphony!

2. Extract the contents of the file to a new blank folder on your machine and record the location

Note:If you require more than one separate signing certificate for different environments such as Production or Testing, you will need to extract the file to a separate folder for each signing certificate. You can do this as many times as required, but do not overwrite an existing folder with the same content as it will cause the certificate to function incorrectly

3. From the Start menu, clickRun

4. Typecmd and press Enter

5. Navigate to the location of the file in step 2

Note: Ensure you are running cmd as an administrator

6.Execute MakeRoot and follow the prompts that appear. Ensure you remember the PEM pass phrase you select and other values that are entered as they will be required later

7. The batch file will execute and display aSuccess message (Figure 1):

Figure 1 Successful Batch File

8. From Symphony, navigate to the Admin Portal and clickManage CertificatesunderCompany Settings (Figure 2):

Figure 2 Manage Certificates

9. Import theroot\ca_signing_cert.pem file by clickingImport (Figure 3):

Figure 3 Import

10.The Admin Portal will require you to make a duplicate of the root\ca_signing_cert.pem file and replace the file extension to .CER for one of the duplicate files

11. Once the duplicate is created, you will be able to upload the file

12. In the Admin Portal,create a newService Account (Figure 4):

Figure 4 Service Account

13. Select All Roles for this Service Account. Ensure you record the username of the Service Account as you will need to use this as the Common Name/CNAME for the signing certificate in step 15

14. Returning to thecmd prompt, execute themakeusercertcommand along with the specified filename and follow the steps provided

Note:Populate as many fields as possible here to avoid future issues

15. Use the Symphony Service Account Username value for the Common Name/CNAME and enter the remaining values entered for your signing certificate above.

16.The batch file will execute and display aCreated signed certificatemessage (Figure 5):

Figure 5 Created Signed Certificate

17. AP12 filewill be created in the userssub-folder. This file can be used for the purpose of authentication with the Symphony REST API for your Pod environment via your botor Service Account

Instant messages (IMs) and multi-instant messages (MIMs) perform in a similar manner but have subtle differences which differentiate the two. A simple way to understand the difference is to remember the following:

IM - A chat between 2 users

MIM - A quick chat between more than 2 users

Room - An ongoing chat between several users

Nobody can add users to an existing MIM - Symphony is designed this way for compliance reasons. As a MIM is intended for a quick chat between more than 2 users, being able to add users would take away from the functionality of a room. If you believe at any point that another user may need to be added, it is always best to create a specific room.

Note:An IM will generate one conversation ID, however with a MIM when a user is added, it is considered as a new MIM and will generate another conversationID from when the new user was introduced to the MIM

HTML tags in Content Export were introduced in Symphony version 1.51.See below for a description of the changes from the 1.51 Release Notes :

Content Export:

The 1.51 Content Export Bridge (CEB) is able to identify messages created by applications on behalf of (OBO) end users in all 3 formats (Symphony XML, Actiance, and EML).

The schema for the Symphony XML format has been upgraded to v1.5.6 and includes a new element: postedByApplication which contains the applicationID of the app that generated the message.

As of 1.51, the desktop client will send messages in the new messageMLv2 format that the CEB then exports as html-based content in all 3 formats (Symphony XML, Actiance, and EML). The html format applies to all content entered by the sender including:

Links

Bulleted lists

@mentions

#tags, $tags

Bold text

Italicized text

Tables

Emojis

Code snippets

Note: Mobile clients are not yet able to send messageMLv2 formatted messages and thus the CEB will export messages from mobile using the legacy text-based + markdown format

CEBs older than 1.50 can export the content created by any client but can only export that content using the legacy text-based + markdown content

There is a forward compatibility issue with the 1.50.0 CEB when run against a pod running 1.51.0 or greater.

Render HTML data in the Vantage reviewer user interface by following these steps:

1. Log in as a Reviewer in Vantage

2. Click on Preferences in the top navigation bar

3. Ensure the Where possible, view original message formatting check box is selected (Figure 1):

Figure 1 Preferences

4. Click Update to save the preference change (Figure 2):

Figure 2 Update

If a user is unable to send messages in Symphony and/or sees an error message statingCould not decrypt this message(Figure 1)orFailed to send(Figure 2), the likely root cause isthe Key Manager being unable to retrieve a key from the Keystore.

[email protected]

Figure 1Could Not Decrypt This Message

Figure 2 Failed To Send

If this issue is experience by one user, it maybe a local caching problem and clearing the cache will rectify the issue.Refer to the Knowledge Article found here on how to clear your cache.

If the issue is happening to multiple users, please follow the below steps:

1. Perform a Key Manager Health Check:

https://keymanager.your_domain/relay/HealthCheck

https://your_domain.symphony.com/keystore/HealthCheck/keymanagers

Note:One or more of the Key Managers maybe down or be experiencing an issue

2. Restart the affected Key Manager. Sometimes the health check may appear healthy, however their could be other corruptions that may have caused the issue

If the issue still persists after a restart please contact the Symphony Support team atand inform them that you are experiencing issues with your Key Manager(s).

Clear your cacheby following these steps:

Google Chrome

1. Navigate to Chrome Settings in the top-right corner of your browser

2. Click Settings

3. ExpandAdvanced

4. ClickPrivacy and Security

5. ExpandClear Browsing Data

6. Ensure the Browsing History,Cookies and other site data andCached images and files checkboxes are selected(Figure 1):

Figure 1Checkboxes

7. ClickClear data (Figure 2):

Figure 2 Clear Data

8. Close the Google Chrome settings and refresh the browser

Paragon Desktop Client

1. Exit the Symphony application

2. Navigate to the following location:

Users\...\AppData\Local\Temp\paragon\client.platforms.symphony

3. Select theCache folder (Figure 3):

Figure 3 Cache Folder

4. Delete all of the content contained within the folder

Electron (New Desktop Client For Customers With Early Bird Access)

1. Exit the Symphony application

2. Navigate to the following location:

C:\Users\<your_username>\AppData\Roaming\Symphony

3. Select theCache folder (Figure 4):

Figure 4 Cache Folder

4. Delete all of the content contained within the folder

Note:If you are unable to see the AppData folder under your username it maybe because the folder is hidden. If it is hidden, perform the 5 steps below and then repeat steps 1-4 above:

1. Navigate to the Start menu

2. Select Control Panel

3. Select Appearance and Personalization

4. Select Folder Options

5. Select Show Hidden Files and Folders

You may enable another user to post on your Wall on your behalf. To configure this option, certain Entitlements must be enabled.

Note: Entitlements can only be configured by users with administrator access

Enable entitlements by following these steps:

1. In Symphony, clickSettingsin the upper right-hand corner, followed by General (Figure 1):

Figure 1 Settings/General

2. ClickGo to AC Portalat the bottom of the screen (Figure 2):

Figure 2 Go To AC Portal

3. ClickEdit Entitlementsin the left-navigation (Figure 3):

Figure 3 Edit Entitlement

4. Ensure Can have delegatesfrom the Edit Entitlements tab is enabled (Figure 4):

Figure 4 Can Have Delegates

5. Remaining in the AC Portal, navigate to Browse Accounts and search for the user you wish to enable Delegates for (Figure 5):

Figure 5 Browse Accounts

Note: In this scenario, user A will allow user B to post to user A's Wall

6. EnsureCan have delegatesfrom the Entitlements tab is enabled (Figure 6):

Figure 6 Can Have Delegates

7. Exit the AC Portal and return to the main Symphony window

8. As user A, navigate to thePermissionstab from the Settings menu and click onAdd People(Figure 7):

Figure 7 Add People

9. Search for user B and select them. The user will appear under Name if they have been added successfully (Figure 8):

Figure 8 Name

10. To test the entitlement has been enabled, user B (Mary Smith) must now login to Symphony and attempt to post on user A's Wall. As user B, navigate to the profile of user A and in the upper right corner, click on the 3 dots followed by Post on Behalf of (Figure 9):

Figure 9 Post On Behalf Of

11. Compose a post and publish it to user A's Wall by clicking Post (Figure 10):

Figure 10 Post

12. Navigate to user A's Wall and confirm the post is visible

Note: This Knowledge Article assumes the option to allow user to write to Wall posts is enabled at the Pod and user level

Update a user's name by following these steps:

1.In Symphony, clickSettingsin the upper right-hand corner, followed byGeneral(Figure 1):

Figure 1 Settings/General

2. ClickGo to AC Portalat the bottom of the screen (Figure 2):

Figure 2 Go To AC Portal

Note: Alternatively, navigate tohttps://companyabc.symphony.com/?admin as an administrator (where companyabc is the name of your Pod)

3. Navigate toBrowse Accounts in the left-nav (Figure 3):

Figure 3 Browse Accounts

4. Search for the user in the search bar (Figure 4):

Figure 4 Search Bar

5. Update the user's name in theBasic Information section (Figure 5):

Figure 6 Basic Information

6. Click Save and exit the AC Portal.

Performance issues in the Symphony Desktop Application or browser may be related to issues with client executed JavaScript code, such as a memory leak. Gathering client performance profiles will allow Symphony to properly investigate these issues.

Capture the client performance profiles by following these steps:

1. When a function in Symphony is not working as expected, press Ctrl+Shift+I in the desktop client or F12 in Google Chrome to display the Developers Tools

2. Navigate to the Performance menu (Figure 1):

[email protected]

Figure 1 Performance Menu

3. Ensure the Screenshotsand Memorycheckboxes are selected and click Record(Figure 2):

Figure 2 Recording Screenshots And Memory

4. A prompt saying Profilingwill be displayed (Figure 3):

Figure 3 Profiling

5. Return to Symphony and repeat the slow-running function

Note: As the performance profile is being gathered, the function in question will likely be running at an even slower speed

6. Once you have repeated the function that is not working as expected, click Stop to end the recording (Figure 3)

Note: It may take several moments to complete the stop as the collected data is collated

7. Select the down arrow to save the captured profile (Figure 4):

Figure 4 Save Profile

8. Return to the Developer Tools and navigate to the Memorymenu (Figure 5):

Figure 5 Memory Menu

9. Select Heap snapshotand then click Take snapshot(Figure 6):

Figure 6 Select Profiling Type

Note: It may take a few minutes to collate the snapshot data, during which Symphony will be unavailable

10. Once completed, the snapshot will be displayed on the left hand side of the window (Figure 7):

Figure 7 Completed Snapshot

11. Click Save and record the location of the file (Figure 8):

Figure 8 Save Snapshot

12. Send any captured profiles and snapshots to the Symphony Support team at

Note:If the files are too large to email, inform the Symphony Support team. They can arrange to receive it using a secure file transfer site, Filevault

Capture a Paragon dump file by following these steps:

1. From your desktop, right click on the Task bar and select Task Manager(Figure 1):

[email protected]

Figure 1 Task Manager

2. Search for and right click on Paragonunder the Processestab. Select Create dump file(Figure 2):

Figure 2 Create Dump File

3. The dump file will be stored on your Paragon installed directory. The Dumping processpopup message (Figure 3) will be displayed once the dump file is created:

Figure 3 Dump File Location

4. Send the Paragon dump file to the Symphony Support team at

Note: If the files are too large to email, inform the Symphony Support team. They can arrange to receive it using a secure file transfer site, Filevault

Capture Paragon logs by following the steps below:

1. Navigate to the following directory (Figure 1):

C:\Users\%username\%\AppData\Local\Temp\paragon\client.platforms.symphony

[email protected]

Figure 1 Symphony Directory

Note: \%username\% is the local user, e.g. John.Smith. If the above directory isn't found, please search for {}\paragon\client.platforms.symphony{*} to locate the relevant logs

2. Locate and copy the following log files by sorting the Date Modifiedcolumn (Figure 2):

- Cef.log: Chromium embedded framework log

- Paragon: Main chromium process

- Application-client.platforms.symphony: Log for errors/warning/info from Javascript

- Renderer: Chromium renderer process

Figure 2 Log Files

Note: Please ensure you always use the most recent log files

3. Send the Paragon log files to the Symphony Support team at

Note: If the files are too large to email, inform the Symphony Support team. They can arrange to receive it using a secure file transfer site, Filevault

Symphony does not have permission to update information such as your email address in your company Pod. However, if you have an admin account, you can update this type of information yourself via the Admin Portal.

Change your email addressby following these steps:

1.In Symphony, clickSettingsin the upper right-hand corner, followed byGeneral(Figure 1):

Figure 1 Settings/General

2. ClickGo to AC Portalat the bottom of the screen (Figure 2):

Figure 2 Go To AC Portal

3. ClickBrowse Accountsin the left-navigation (Figure 3):

Figure 3 Browse Accounts

4. Search for the account you wish to amend the email address for and clickUser Information(Figure 4):

Figure 4 User Information

5. Edit the email address in theContact Information section as required (Figure 5):

Figure 5 Contact Information

6. ClickSaveand exit the AC Portal (Figure 6):

Figure 6 Save

A registry file contains information, settings, options and other values for programs and hardware installed on all versions of Microsoft Windows operating systems. For example, when a program is installed, a new subkey containing settings such as a program's location, its version and how to start the program, are all added to the registry file.

By default, only one Pod URL can be configured in each registry file for the Symphony desktop client. However, if you have multiple Pods, for example a Production and a Test Pod, you can create multiple registry files that navigate to your different Pods.

Create registry files for multiple Pods by following these steps:

1. From Registry Editor, navigate to HKCR\symphony\PodUrl

2. Select the Pod URL

3. Select File then Export (Figure 1):

here

Figure 1 Export

4. Save this file to your desktop

5. Copy this file and paste it to the same location with a different name, for example if the original file you copied was Production Pod.reg, name the pasted file Test Pod.reg (Figure 2):

Figure 2 Registry Files

6. Modify the PodURL in the new file to navigate to the desired Pod

7. Save the file

8.Each time you open one of these files, the relevant Symphony Pod will be displayed

Refer to the article foundfor further information on registry keys.

If required, multiple users can access Symphony from a single shared machine.

During installation, ensure the installation type selected is For all users (admin required) from the Symphony Setup menu (Figure 1):

[email protected]

Figure 1 Symphony Setup

Note: To select this option, you must be an administrator

Follow the Symphony installation process through to completion ensuring your Pod URL is accurate (Figure 2) and the basic settings are configured correctly (Figure 3):

Figure 2 Symphony Pod URL

Note:Only check Enable SSO if your Symphony Pod has been configured for SSO. If in doubt do not check this option and contact your Symphony administrator

Figure 3 Basic Settings

Once the installation is complete, ensure you receive a message stating Installation of Symphony is completebefore testing if multiple users can access Symphony successfully (Figure 4):

Figure 4Installation Of Symphony Is Complete

If these tests fail, please contact the Symphony Support team atand inform them that you are experiencing issues with multiple users accessing Symphony from a shared machine.

Google Chrome

When running Symphony in Chrome, your presence status (Figure 1) is changed to Away after 5 minutes of inactivity within the Symphony window, e.g. if you switch to another browser tab or another application for more than 5 minutes, you will automatically be set to Away.

Figure 1 Presence Status

Automatic change of presence will only occur if you set yourself to AvailableorBusy. In these 2 scenarios, after 5 minutes of inactivity within the Symphony window, the status will switch to Away and upon activity being detected in the Symphony window, the status will return to it's prior selection, either AvailableorBusy.

If you set a manual status such as Away,In a Meeting, Be right back, Off workor Out of office, it will not automatically be changed by inactivity.

The possible status changes for different scenarios are displayed below (Figure 2):

Status

After 5 Minutes of Inactivity

Return to Activity

Exit and Return to Symphony

Available

Away

Available

Available

Away

Away

Away

Away

In a meeting

In a meeting

In a meeting

In a meeting

Be right back

Be right back

Be right back

Be right back

Off work

Off work

Off work

Off work

Busy

Away

Busy

Busy

Out of office

Out of office

Out of office

Out of office

Figure 2 Symphony Statuses

Electron/Paragon

When running Symphony in Electron or Paragon, your presence status (Figure 3) is changed to Away after 5 minutes of inactivity on the entire machine, e.g. if you do not touch your mouse or keyboard for more than 5 minutes, you will automatically be set to Away.

Figure 3 Presence Status

Note:Any activity on the machine, even outside of the Symphony window, will result in the presence status remaining as Available

Automatic change of presence will only occur if you set yourself to AvailableorBusy. In these 2 scenarios, after 5 minutes of inactivity on the entire machine, the status will switch to Away and upon activity being detected in the Symphony window, the status will return to it's prior selection, either AvailableorBusy.

If you set a manual status such as Away,In a Meeting, Be right back, Off workor Out of office, it will not automatically be changed by inactivity.

The possible status changes for different scenarios are displayed below (Figure 4):

Status

After 5 Minutes of Complete Inactivity

Return to Activity in Symphony

Exit and Return to Symphony

Available

Away

Available

Available

Away

Away

Away

Away

In a meeting

In a meeting

In a meeting

In a meeting

Be right back

Be right back

Be right back

Be right back

Off work

Off work

Off work

Off work

Busy

Away

Busy

Busy

Out of office

Out of office

Out of office

Out of office

Figure 4 Symphony Statuses

When viewing messages through the datafeed URL, users may receive the following error (Figure 1):

Figure 1 Maximum Number Of Datafeed Per Service Account

Details: ERROR SymphonyChat_WIDGET.Symphony.HttpRequestResponse - An error occurred while requesting a GET request - Details: System.Net.WebException: The remote server returned an error: (400) Bad Request.

A maximum of 5concurrent datafeeds is permitted per agent server.If more than 5 datafeeds are created, the oldest will become invalid. Calling the old datafeed may result in no data being returned. The current limitation of 5 datafeeds is in place to avoid unnecessary traffic from a bot impacting the Pod/agent API service.

To prevent this error occurring, please ensure no more than 5 datafeeds are configured to run per agent server.

Note:This logic applies to all agent servers

To sort chats in your left nav by most recent, navigate to Settingsin the upper-right corner, then General and select By most recent from the Sort chats and Signals section (Figure 1):

Figure 1 Sort Chats And Signals

Optionally, you may also consider using theInbox feature to see the latest messages at the bottom of your Symphony window (Figure 2 and figure 3):

Figure 2 Inbox

Figure 3 Inbox Messages

The file limitation for each message in Google Chrome, Electron or Paragon is20MBin total, e.g. if you upload 3 files with7MBeach in the same message, it will exceed the limit.

The file limit for Internet Explorer is 9MB in total, e.g. if you upload 2 files with 5MBeach in the same message, it will exceed the limit.

Note: Symphony no longer supports Internet Explorer 11 as of the Symphony v1.52 release

Note: Safari is not a supported browser

If the Pod hasExpression Filtering version 3(EFv3) enabled, the file limitation is5MBin total for each message.

Note:The aggregate attachments size limit is tied to the number of regexes you are using in EFv3, as well as to the number of cores per Symproxy. This can be further adjusted based on your company’s specific DLP deployment. Please contact your technical account manager or [email protected] for more information

There is no limit to the number of attachments that are allowed in a chat room. If a user is unable to see some attachments that other users can, the chat room may not haveNew Members can see past content enabled.

To check ifpast content can be viewed by new members, navigate toChat Detailsby clicking on theiin the upper-right corner of the chat and findMember Permission(Figure 1):

Figure 1 Member Permission

Note: If this option is not enabled, new memberswill not be able to view historic messages and attachments

Note: Once set, Member Permission cannot be changed

By default, all Symphony sessions either on the desktop client or mobile application,call the /login/refresh_token API once a day via Datafeed 1.0.

Therefore, as long as the user remains active in any one of the Symphony clients (desktop or mobile), their session will continue to be authorised and they will not be logged out.

The only way a user will be logged out due to an expired session will be if there is no activity in any Symphony client whatsoever for 14 days. At this point, the user will automatically be logged out and they will need to re-enter their login credentials again to access Symphony.

Individual file types can be enabled and disabled within Symphony in accordance with each company's own preferences.

Admins can configure which file types are permittedby following these steps:

1. In Symphony, clickSettingsin the upper right-hand corner, followed by General (Figure 1):

here

Figure 1 Settings/General

2. ClickGo to AC Portalat the bottom of the screen (Figure 2):

Figure 2 Go To AC Portal

3. ClickEdit Entitlementsin the left-navigation (Figure 3):

Figure 3 Edit Entitlements

4. From theFile Types tab, select what file types you wish to enable/disable by selecting the relevant checkbox (Figure 4):

Figure 4 File Types

Note: You can search for specific file types rather than scrolling through the entire list

Note: All file type attachments have a maximum file size. Refer to the Knowledge Article foundon attachment limitations

Capture a HAR file by following these steps:

1. Display Developer Tools by pressing Ctrl+Shift+I in the Desktop Application or F12 in Google Chrome, or access them via theGoogle Chrome menuin the top right corner of the browser More Tools Developer Tools

2. Navigate to the Network menu (Figure 1):

[email protected]

Figure 1 Network Menu

Note: Follow the above steps for a tab or a window. If you would like to capture a trace from a popup window, right click the top bar in the window and select Show as tab

Once this is complete follow the steps below:

3. Select Preserve log (Figure 2):

Figure 2 Preserve Log

4. Navigate to the page that is experiencing issues. The next time the issue occurs, right click within the Network window and click Save as HAR with content(Figure 3):

Figure 3 Save As HAR With Content

5. Send the HAR file to the Symphony Support team at

Note:If the files are too large to email, inform the Symphony Support team. They can arrange to receive it using a secure file transfer site, Filevault

Capture Console logs by following these steps:

1. Display Developer Tools by pressing Ctrl+Shift+I in the Desktop Application or F12 in Google Chrome, or access them via the Google Chrome menu in the top right corner of the browser More Tools Developer Tools

2. Navigate to the Console menu and ensure Console Settingsare expanded (Figure 1):

[email protected]

Figure 1 Console Menu

3. Click the Clear console icon and ensure the Preserve log, Show timestampsand Autocomplete from history checkboxes highlighted are checked (Figure 2):

Figure 2 Console Menu Settings

4. Return to Symphony and recreate the problem affecting the user. At this point, entries in the Console log should start to populate as actions are performed, e.g. as a message is sent, or as a room is created (Figure 3):

Figure 3 Console Menu Logs

5. Once the error has been recreated, return to the Console menu

6. Stop the Console log

7. Right click on the Console menu logs and click Save as and save the logs as a .txt file to a known location, e.g. the desktop (Figure 4):

Figure 4 Save As...

8. Send the Console logs to the Symphony Support team at

Note: If the files are too large to email, inform the Symphony Support team. They can arrange to receive it using a secure file transfer site, Filevault

If a client is experiencing issues whilst using Symphony, capturing Paragon network information can provide the Symphony Support team with useful data to enable them to identify and rectify the root cause of the issue.

Capture Paragon network information, via Fiddler Cap, by following these steps:

1. Navigate to the following URL:

https://filevault.symphony.com/index.php/s/Gf5rfEbHL66jXSL

Note: The password is Symphony123

2. Download the FiddlerCap.zip file (Figure 1):

[email protected]

Figure 1 Download FiddlerCap.zip

3. Once the download is complete, extract the executable file

4. When an issue is occurring and network information is required, launch the FiddlerCap.exe file which will open in a new window

5. In Capture Options, ensure the Decrypt HTTPS traffic check box is selected (Figure 2):

Figure 2 FiddlerCap Web Recorder

Note: A message stating HTTPS decryption will enable your debugging buddy to see the raw traffic send via the HTTPS protocol will be displayed

6. Click Start Capture and click OK when a window referring to HTTP description is displayed (Figure 3):

Figure 3 Start Capture

7. A message stating Do you want to install this certificate? is displayed - click Yes

8. Once you have captured the desired network information, click Stop Capture (Figure 4):

Figure 4 Stop Capture

9. Click Save Capture and save the FiddlerCap.saz file (Figure 5):

Figure 5 Save Capture

10. Send the FiddlerCap.saz file to the Symphony Support team at

Note: If the files are too large to email, inform the Symphony Support team. They can arrange to receive it using a secure file transfer site, Filevault

Depending on your company's infrastructure setup, the on-premises components may or may not go through a proxy/firewall to reach the Symphony Pod.

We have seen previous cases where the customer's own network team use a static IP in the proxy/firewall settings, to allow traffic directly to the Symphony Pod. However, static IP's provide an issue at this point due to AWS performing automatic scaling on their side, whichwill assign/remove IP from the ELB dynamically.

Note:Quoted from AWS support documents: Because the set of IP addresses associated with a LoadBalancer can change over time, you should never create an 'A' record with any specific IP address. If you want to use a friendly DNS name for your load balancer instead of the name generated by the Elastic Load Balancing service, you should create a CNAME record for the LoadBalancer DNS name, or use Amazon Route 53 to create a hosted zone. For more information, see Using Domain Names With Elastic Load Balancing

Note: Symphony have no control over AWS regarding their scaling, therefore Symphony is unable to notify you beforehand

In the event that your company does use static IP in the proxy/firewall settings, you may want to refer to the below steps to find the IP ranges for your Pod. To find which AWS region your pod is located or what the IP is used by your pod in the ELB currently, you can use the following NSLOOKUP command:

nslookup <POD NAME>.symphony.com

Server: USPA-DC03.corp.symphony.com

Address: AAA.BBB.CCC.DDD

Non-authoritative answer:

Name: XXXXXXXXXXXXXXXXXXXX.us-east-1.elb.amazonaws.com

Addresses: AAA.BBB.CCC.DDD

AAA.BBB.CCC.DDD

AAA.BBB.CCC.DDD

Aliases: <POD NAME>.symphony.com

In the above example, the region name isUS-East-1

If that is the case, you may want to check with your network team to review the AWS IP address range for the US-East-1 region by using the following URL:

https://docs.aws.amazon.com/general/latest/gr/aws-ip-ranges.html

As there are many IP address which AWS holds - it was best advised to filter for the specific IP address - there was approx. 251 IP address for the US-East-1 region.

You will also be able to filter for the IP address using the following URL:

https://docs.aws.amazon.com/general/latest/gr/aws-ip-ranges.html#filter-json-file

However if you wish to only add the IP range for the 3 IP address returned in 'Addresses' field are the IP currently assigned to your Pod right now.

You can use the following URL tool, to calculate the IP range and its netmask (supernet) address:

http://jodies.de/ipcalc?host=34.199.96.10&mask1=12&mask2=

Here, the IP netmask (supernet) for34.199.96.10 will give you the IP and netmask of34.192.0.0/12. Thiswill cover the range from 34.192.0.1 to 34.207.255.254 (Figure 1):

[email protected]

Figure 1 IP Details

If you require further assistance regarding this, please contact the Symphony Support team at

Depending on your company's infrastructure setup, the on-premises components may or may not go through a proxy/firewall to reach the Symphony Pod.

We have seen previous cases where the customer's own network team use a static IP in the proxy/firewall settings, to allow traffic directly to the Symphony Pod. However, static IP's provide an issue at this point due to AWS performing automatic scaling on their side, whichwill assign/remove IP from the ELB dynamically.

Note:Symphony have no control over AWS regarding their scaling, therefore Symphony is unable to notify you beforehand

In the event that your company does use static IP in the proxy/firewall settings, you may want to refer to the below steps to find the IP ranges for your Pod.

As per the FAQ here, Google Cloud Platform uses a large range of IP addresses, which change over time. For historical reasons, Google Cloud Platform publishes its list of public IP addresses in an SPF record for_cloud-netblocks.googleusercontent.com.

When you need the literal IP addresses for Google Cloud Platform, use one of the common DNS lookup commands (e.g. nslookup, dig, host) to retrieve the TXT records for the domain _cloud-netblocks.googleusercontent.com:

$ nslookup -q=TXT _cloud-netblocks.googleusercontent.com 8.8.8.8

This returns a list of the domains included in Google's SPF record, such as:

_cloud-netblocks1.googleusercontent.com, _cloud-netblocks2.googleusercontent.com, _cloud-netblocks3.googleusercontent.com, _cloud-netblocks4.googleusercontent.com,_cloud-netblocks5.googleusercontent.com

Next, look up the DNS records associated with those domains, one at a time:

$ nslookup -q=TXT _cloud-netblocks1.googleusercontent.com 8.8.8.8

$ nslookup -q=TXT _cloud-netblocks2.googleusercontent.com 8.8.8.8

$ nslookup -q=TXT _cloud-netblocks3.googleusercontent.com 8.8.8.8

$ nslookup -q=TXT _cloud-netblocks4.googleusercontent.com 8.8.8.8

$ nslookup -q=TXT _cloud-netblocks5.googleusercontent.com 8.8.8.8

The above results will return you a list of IP Range, once consolidated this will be the GCP IP ranges used.

Note: GCP does not provide any mapping between the IP range to their corresponding zones

If you require further assistance regarding this,please contact the Symphony Support team at [email protected]

Symphony users who access the Symphony service provided at https://my.symphony.com (the free, public version of the product) use public accounts.

Account Creation

Creating an account for the Public Pod is split into the following 4 parts:

1. Getting started by entering your first name, last name, email and password (Figure 1):

[email protected]

Figure 1 Getting Started

2. Account verification via email (Symphony will display a page telling you that you need to verify your account)

3. Two Factor Authentication setup

4. Account creation completed

Login Issues

When the user attempts to login, they may experience one of the following 4 issues:

1. The user signs up for a public account but the page hangs or does not proceed any further (Figure 2):

Figure 2 Hanging Login Screen

2. The user does not get to the account verification page

3. The user is stuck on the account verification page (Figure 3):

Figure 3 Please Verify Your Email

4. The user does not get the two factor authentication account setup page or does not receive thetwo factor authentication code

Note:If you are logging in from abroad, thetwo factor authentication code may be blocked by your network provider. Please check if you have international SMS enabled with your network provider to receive thetwo factor authentication code

If any of the 4 login issues above occur, please contact the Symphony Support team atand inform them that you are experiencing issues with creating/logging in to the Public pod.

Some common Symphony login issues and their resolutions can be found below:

Red/Yellow Banners

If a user receives a red or yellow banner at the top of the Symphony client, network connectivity issues are currently being experienced (Figure 1 and Figure 2):

here

Figure 1 Connectivity Issues Have Been Detected

Figure 2 Connection Lost

Normally, red/yellow banner issues will resolve themselves after a few seconds/minutes. For information, the yellow banner is issued when Symphony has detected a missing heartbeat whilst performing a health check. The red banner is issued when Symphony has detected several heartbeats are missing so the software issues a warning that the connection was lost.

To troubleshoot this:

Check you are connected to the network and perform a test to check that other web applications or google.com is working. If those are working proceed to the next step

Press the following keys on your keyboard the focus is Symphony to refresh the connection in the Symphony client/web browser:

MacOS:Command + Shift + R

Windows Electron:Ctrl + R

Windows Paragon:Shift + F5

If the banners persist or the page fails to load, please contact your local IT department or the Symphony Support team at [email protected] to see if there is any other issue or maintenance which could be causing the issue.

Application Load Error

The Application load error (Figure 3) is only displayed for the Window's Paragon client. This is triggered by a known issue with the Paragon client where it is unable to handle a connection lost/network change:

Figure 3 Application Load Error

To troubleshoot this:

Check you are connected to the network and perform a test to check that other web applications or google.com is working. If those are working proceed to the next step

Open Task Managerby pressing Windows + E andunder the Processes tab, locate paragon.exe, right click on it and end the task

Relaunch the Symphony Paragon client to see if the issue is resolved

If the error message persists or the page fails to load, please contact your local IT department or the Symphony Support team at [email protected] to see if there is any other issue or maintenance which could be causing the issue.

Incorrect Password Banner

TheInvalid username or password(Figure 4) error can be triggered by different causes:

Figure 4 Incorrect Username Or Password

To troubleshoot this:

First, ensure that you are using the correct username and password

If you're still unable to login and you are using my.symphony.com please contact the Symphony Support team at [email protected] otherwise please contact your local IT team as Symphony does not provide user provisioning for companies with their own Pod

If you are normally greeted with a SSO login page/button but you are now receiving a login form, you may be connecting to an incorrect Symphony Pod. Refer to the Knowledge Article found here onhow to check your Pod desktop client connection.Otherwise please contact your local IT department or the Symphony Support team at [email protected] to see if there is any other issue or maintenance which could be causing the issue

If your username and password is correct, but you are unable to login you may be connecting to an incorrect Symphony Pod. Refer to the Knowledge Article found here onhow to check your Pod desktop client connection.Otherwise please contact your local IT department or the Symphony Support team at [email protected] to see if there is any other issue or maintenance which could be causing the issue

Infinite Looping/Loading Button

An infinite loop/loading button occurs when there is a configuration issue or ongoing maintenance on the Pod (Figure 5):

Figure 5Infinite Looping/Loading Button

To troubleshoot this:

Please contact your local IT department or the Symphony Support team at [email protected] to see if there is any maintenance which could be causing the issue

Refer to the Knowledge Article foundonhow to troubleshoot SSO login issues with SAML.

Determine which Pod your Symphony desktop client is connected toby following these steps:

Web Browser

Checking which Pod you are connected to via a web browser (Chrome or Internet Explorer) is straightforward as the URL will provide you with the relevant information.

If you are connecting to my.symphony.comyou are connecting to the Public Pod (Figure 1):

[email protected]

Figure 1 Public Pod Connection

If you are connecting to a company which has their own Pod, the URL will provide the Pod's name in the URL. For example, a Pod owned bycompanyabc would be displayed asFigure 2:

Figure 2 Company Pod Connection

Desktop Client

For desktop clients (Electron or Paragon) use the built in Developer Tools toprovide you with the relevant information.

1. Open the Developer Tools for the client you are using:

MacOS: Command + Shift + I

Window's Electron: Ctrl + Shift + I

Window's Paragon: F12

2. Navigate to theConsole tab (Figure 3):

Figure 3 Console Tab

4. Typedocument.location in the Console tab and press Enter (Figure 4):

Figure 4 Document.Location

5. The Pod you are connected to will be displayed (Figure 5):

Figure 5 Connected Pod

Note:If the client is incorrectly configured you will encounter login issues

If you wish to change which Pod the client is configured to you can either:

MacOS:

Locate and open the following file in the editor as this contains information on Pod connection:

Harddisk > Applications > Symphony > Contents > config >Symphony.config

Edit the Pod URL to the desired address

Electron Client:

Locate andopen the following file in the editor as this contains information on Pod connection:

C:\Program Files\Symphony\Symphony\config\Symphony.config

Edit the Pod URL to the desired address

Paragon Client (with uninstall):

Uninstall the existing client and reinstall it using the installer

Configure the Pod connection during the setup process when prompted

Paragon Client (without uninstall):

Refer to the Knowledge Article found here on how to update the Symphony desktop client Pod URL

If the above does not provide you with the desired Pod information, please contact the Symphony Support team atand inform them that you are experiencing issues with identifying which Pod you are connected to.

A user may receive an error message statingFailed due to heavy traffic(Figure 1) if the number of concurrent connections to download an attachment has exceeded the default value set for your Symphony Pod.

Figure 1 Failed Due To Heavy Traffic

The default value is set as 50 connections per node so depending on your Pod, this value may be different.

For example, if an attachment is being sent in a large room with 500 users, the first 50 users will be able to view the attachment immediately, but the 51st user viewing the attachment simultaneously will receive the Failed due to heavy traffic error and a Retry button will be displayed to them.

Depending on the size of the attachment, the user will have to wait a few milliseconds or longer to clickRetry to download the attachment.

Note:After Symphony version1.54, a timeout between 1 to 20 is defined, so the user will no longer need to click retry manually to download the attachment. If the automatic download still doesn't work, the user can also click theRetry button to receive the file(s)

There are limitations in place for each message that is sent on Symphony. These limitations are detailed below:

Note:The limitations are only applied to the Symphony Desktop Application or web version. For API limitations, please refer to https://developers.symphony.com/symphony-developer/docs/messagemlv2 for further information

The current limitation for a messages is maximum of 30,000 characters, including no more than 40 hashtag/cashtags or @mentions in the same message

File limitation is 20MB in total for each message, e.g. if you upload 3 files with 7MB each in the same message, it will exceed the limit

If the Pod has Expression Filtering version 3 (EFv3) enabled, the following applies:

File limitation is 5MB in total for each message

The actual content of the file in the message needs to be parsed. This means the file must be a PDF, Word, Excel, PowerPoint, Zip or other text-like files. The file limitation is not applied to a message with 10MB worth of PNG files

The message requires Data Loss Prevention (DLP) inspection based on the policies created in the Pod. For example, assume all policies are for external conversations and a message with a 4MBPDF file and 2MB Word file is sent in an internal conversation. The 5MB limit is not applied to that message because the message doesn't require parsing. If the message is sent externally, the 5MB limit is applied to that message and the message would fail to send due to the aggregated 5MB size limit

If the file is a Zip file, the size check is done on the Zip file itself, not on the size of the files within the Zip. Therefore, a 6MBZip file containing 5 PNG images will fail to send due to the aggregated 5MB size limit

Note:The 5MB limit will be removed in a future release of DLP

Users who access the Symphony service provided at https://my.symphony.com (the free, public version of the product) can update the mobile number displayed on their Symphony profile by following these steps:

1.In Symphony, clickSettingsin the upper right-hand corner, followed by Security(Figure 1):

Figure 1 Settings/Security

2. ClickEditnext to the Mobile Number field(Figure 2):

Figure 2 Edit

3. Update the mobile number as required

Note:Once updated, you can click verify to send a code via SMS to the new mobile number

4.Update the Frequency for Two-Step Verification as desired (Figure 3):

Figure 3 Frequency

5. ClickUpdate (Figure 4):

Figure 4 Update

If the spell check tool is not functioning as expected in the Electron client, the required dictionary may not be installed or could be corrupted.

Verify the correct dictionary is installed and is not corruptedby following these steps:

1. Navigate to the following URL:

C:\Users\{username}\AppData\Roaming\Symphony\dictionaries

Note: {username} is the local user, e.g. John.Smith

2. Confirm you are able to see a file named en-US.bdic with a size of 436kb (Figure 1):

https://redirector.gvt1.com/edgedl/chrome/dict/en-us-7-1.bdic

Figure 1 Dictionaries

Note: If you are able to see the file but the size is different, it may be corrupted. To rectify this, delete the file and restart the Electron client. The file will be downloaded again in the same folder and the dictionary should now function as expected

3. Additionally, verify that the following URL is not blocked in your environment:

Note:If the URL is blocked, please contact your local IT administrator and ask them to enable it

Once the dictionary is verified and the URL in step 3 is enabled, the Electron spell check tool should work correctly.

Symphony mobile version 1.55 (iOS) and 2.55 (Android) supports Windows Azure AD. As a result, the internal rule configuration in Azure AD may take priority over the Symphony configuration and could prevent user access unintentionally (Figure 1):

Android

Figure 1 Inability To Sign In With SSO

To resolve this issue, have your internal mobile team ensure the browser under Symphony is permitted in the theIntune policy for Windows Azure AD.

Note:Refer here to check if there is a Chrome policy permit

We recommend adding Symphony as the registered app to ensure the mobile device is registered. Read more information for iOS and .

Perform an ad-hoc Content Export jobby following these steps:

1. Click Settingsin the upper right-hand corner, then navigate to the Go to AC portalbutton located at the bottom of the General tab (Figure 1):

Figure 1 Go To AC Portal

2. Click Export Contentin the left navigation (Figure 2):

Figure 2 Export Content

3. ClickAd-Hoc Export (Figure 3):

Figure 3 Ad-Hoc Export

4.Enter the desiredformat and the daterange of the content you wish to export (Figure 4):

Figure 4 Export Details

Note:In the example above, EML is the format and 07/05/2018 - 07/05/2018 is the date range of the export data, meaning data from00:00 to 23:59 on07/05/2018 will be exported

5. Click Start Ad-hoc Export at the bottom of the page to perform the job (Figure 5):

Figure 5 Start Ad-Hoc Export

Note: An ad-hoc content export should not be performed at the same time as a recurring export

Companies can enforce Expression Filtering (EF) to reduce the risk of employees sending inappropriate content, like profanity, which would negatively impact their firm's reputation or compliance rules.

The maximum number of terms for an active Expression Filtering policy is 1000 terms.

Only active policies are taken into consideration when calculating the number of terms in use. For these active policies, only those that have rules of variable TEXT_MATCH are collected and their associated dictionaries IDs retrieved.

A policy has rules and dictionaries.Dictionaries are only associated with a rule. That means when a dictionary is added to a policy, this dictionary is then associated with all the rules under the policy.

Figure 1 is an example of a policy where both rules refer to the same dictionary ID(highlighted in red):

{

'_id' : ObjectId('5b775df097a1c000018caaf1'),

'policyId' : '5b775df097a1c000018caaf1',

'version' : '1.3',

'name' : 'msgRegexPolicy',

'creatorId' : '68719476737',

'scopes' : [

'Internal'

],

'appliesTo' : [

{

'dataType' : 'Messages',

'action' : 'LogOnly',

'rules' : [

{

'id' : 'ab7df28f-c1cd-4b4a-85af-eab4f69e7146',

'type' : 'TEXT_MATCH',

'name' : '',

'textMatchConfig' : {

'dictionaries' : [

{

'dictId' : '5b775dc097a1c000018caaed',

'version' : '1.1',

'name' : '1regex'

}

],

'countUniqueOccurrences' : 1,

'applicableFileTypes' : []

}

}

]

},

{

'dataType' : 'FileContent',

'action' : 'LogOnly',

'rules' : [

{

'id' : 'c2493873-6632-4e9e-a167-f520b132477f',

'type' : 'TEXT_MATCH',

'name' : '',

'textMatchConfig' : {

'dictionaries' : [

{

'dictId' : '5b775dc097a1c000018caaed',

'version' : '1.1',

'name' : '1regex'

}

],

'countUniqueOccurrences' : 1,

'applicableFileTypes' : [

'PDF',

'WORD',

'EXCEL',

'POWERPOINT',

'ZIP',

'TXT'

]

}

}

]

}

],

'active' : true,

'deleted' : false,

'creationDate' : '1534549488972',

'lastUpdateDate' : '1534806661682',

'lastDisabledDate' : '1534552416437',

'systemPolicy' : false

}

Figure 1 A Policy With Two Rules

Note:Total active terms are calculated for both messages and files. For example, if a dictionary has 10 terms, the Expression Filtering for these 10 terms is applied to both messages and files. This means the total active terms for the policy is 20

A Symphony chat room cannot be deleted by a user or an administrator for compliance reasons. It can only be deactivated by the owner of the room and then locked by Compliance Officers.Refer to the Knowledge Article found here onhow to deactivate a chat room.

When a chat room is deactivated, all users will no longer be able to view the content within the chat room or search for the chat room, unless the original owner reactivates it.

When a chat room is locked, it is deactivated and the owner cannot reactivate it unless it is unlocked by Compliance Officer first.Refer to the Knowledge Article found here onhow to activate a chat room.

Symphony calculates the message read and attachment download count using slightly different methods, meaning the two counts may not always appear to be in sync.

When a user reads an unread message, a read receipt is generated and the count is increased by one. A message can only be read once - a user reading the same message for a second time will not result in the count increasing.

When a user downloads an image attachment, a preview of the image is generated and the count is increased by two,one for the preview and one for the image itself.

For example, if 3 users are in a chat room and an image attachment is sent which they all download, the total attachment download count will be6(3 for the preview and 3 for the image itself).

Therefore, in the scenario above it's quite possible for the attachment download count in a chat room to exceed the message read count - this does not mean the total counts are out of sync with each other.

If a user experiences issues with SSO login, they can confirm theSecurity Assertion Markup Language (SAML) response to enablefurther investigations by the Symphony Support team and/or their internalActive Directory Federation Services (ADFS) team.

Confirm the SAML response by following the steps below:

1. When signing into Symphony, displayDeveloper Toolsby pressingCtrl+Shift+Iin the Desktop Application orF12in Google Chrome, or access them via theGoogle Chrome menuin the top right corner of the browser More ToolsDeveloper Tools

2. Navigate to the Network menu (Figure 1):

here

Figure 1 Network Menu

3. Select Preserve log (Figure 2):

Figure 2 Preserve Log

4. Search foracs and sign in to Symphony

5. Click on theacs records and navigate to the header section

6. Copy the encryptedSAML Responses

7. Navigate to https://www.base64decode.org/ and paste in theSAML Responses copied in the previous step

8. ClickDecode (Figure 3):

Figure 3 Decode

9. Check the exception code from the decoded SAML Response and pass this onto theSymphony Support team or your ADFS team for further investigation

Note:For users using SSO, their Symphony usernamemust besame as their login ID in the SSO login page

Refer to the Knowledge Article foundonhow to troubleshoot other Symphonylogin issues.

Administrators can set different company names for specific users in the same private pod if properly configured. This company information will be displayed on a user's profile.

Contact your Technical Account Manager, Solutions Architect or the Symphony Support team to raise a change request to include all the company names you would like to have available for display.

Note:This requires an approval process and may take several weeks to complete

Once the request has been approved and actioned, the Admin/Super Admin for your Pod can update a user's company information in the Admin Portal by following the steps below:

1.In Symphony, clickSettings> General in the upper righthand corner (Figure 1):

Figure 1 Settings > General

2. ClickGo to AC Portalat the bottom of the window (Figure 2):

Figure 2 Go To AC Portal

3. Locate the user you wish to update and navigate to theBusiness Information section (Figure 3):

Figure 3 Business Information

4. Click onCompany Name and select the desired option for the user (Figure 4):

Figure 4 Company Name

5. ClickSave (Figure 5):

Figure 5 Save

For better management of your layout, pop out your Symphony IMs, MIMs, rooms and applications from your grid.

To do this, simply click on the pop out iconin the upper right of your IM, MIM, room, or application in the browser or desktop version of Symphony(Figure 1):

Figure 1 Pop Out Icon

This will pop out the IM, MIM, rooms or application (Figure 2):

Figure 2 Popped Out Window

To pop the window back into your main grid, click on the pop in icon (Figure 3):

Figure 3 Pop In Icon

This will pop the IM, MIM, room or application back into your main Symphony grid.

Note:For the browser version, the pop out will only be effective during the current session. After a reload/re-login of Symphony, the pop out will be closed off

Note:The desktop version will remember theIMs, MIMs and rooms that have been popped out and will keep the settings even after a reload/re-login of Symphony, however the pop out for applications will be closed after a reload/re-login of Symphony

Note: Signals are not currently enabled for pop out/in

By default the hamburger menu in the top left is enabled on the desktop client (Figure 1):

Figure 1 Hamburger Menu

When enabled, parts of the Symphony desktop client window cannot be resized.

To disable the hamburger menu to allow resizing, click on the hamburger menu, then Window and then Disable Hamburger menu (Figure 2):

Figure 2 Disable Hamburger Menu

Once selected, you will be prompted to relaunch Symphonyfor the change to take effect (Figure 3):

Figure 3 Relaunch

Note:Once relaunched, you must re-login to Symphony. At this point, cancelling out of this change is also available

You will now be able to resize the Symphony window as you wish.

To re-enable the hamburger menu,click on the Symphony desktop client and press the Alt key. The Hamburger menu will reappearin the top left with the option to Enable Hamburger menu (Figure 4):

Figure 4 Enabled Hamburger Menu

If you unsuccessfully attempt to sign in to Symphony 3 times in succession, your account will be locked out for 30 minutes (Figure 1):

Figure 1 Account Locked

Note:There is no time out for the failure count, for example, if you received 2 failed sign-in attempts from 24 hours ago and tried and failed again, your account will be locked out

There are 2 ways to unlock your account:

Wait 30 minutes and attempt to sign in again

Reset your password via the sign in page or through your internal Symphony administrator

Reset your password by following the steps below:

1. From the Sign in page, click Forgot your password? (Figure 2):

Figure 2 Forgot Your Password

2. Enter your email address, clickI'm not a robot(Figure 3) and follow through the reCAPTCHA verification process (Figure 4):

Figure 3 Reset Password

Figure 4 ReCAPTCHA Verification

3.If you have two-factor authentication enabled, you will be prompted to authenticate (Figure 5):

Figure 5 Verify Your Account

4. Once your account is verified and the request submitted, the following screen will be displayed (Figure 6):

Figure 6 Password Reset Email Sent

5. You will receive an email with a link to Reset your Password (Figure 7):

Figure 7 Reset Your Password

6. Enter a new password and ensure it meets all of the requirements listed before clicking Confirm (Figure 8):

Figure 8 Create New Password

7. If your new password meets the requirements listed, your password will successfully update (Figure 9):

Figure 9 Success

8. Click on the Sign in button and log in with your new password.

Note: If you are still unable to sign in, please contact yourinternal Symphony administrator for further assistance

Occasionally, the Symphony entry in Program and Featuresbecomes a residual entry which you cannot remove using the 'uninstall' option (Figure 1):

Figure 1 Uninstall Error

To successfully remove this version of Symphony and allow a newer install to be completed, or to perform regular housekeeping on your machine, open the Registry Editor from the Start menu (Figure 2):

Figure 2 Registry Editor

Navigate to the following URL and remove the Symphony x.x.x folder (Figure 3):

\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Windows\CurrentVersion\Uninstall\Symphony

Figure 3 Symphony Registry Path

The residual version of Symphony will be removed from your machine.

Note:If you have an entry for an obsolete Symphony desktop client, navigate to the following link and remove it

\HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Uninstall\Symphony