Frequently Asked Questions

Q How does Snap work?
A When you push the Snap button, your voice is received instantly at the remote Snap unit, anywhere in the world. Snap uses your high-speed internet connection to connect you to other Snap users. Either one of you can end the call by pressing that person's button.

Q What is new about the Snap technology?
A The use of "always on" technology coupled with the intercom - or instant verbal messaging approach - makes Snap unique.

Q What is PRIVATE mode?
A If you are talking to a Snap mate, pressing PRIVATE sends new incoming calls to voicemail. If you are not on a Snap call, pressing PRIVATE puts you in Do-Not-Disturb mode. You can still make calls in PRIVATE mode, but people cannot call you. PRIVATE mode will also remove your presence on other users' Snaps and send them to your voicemail.

Q What is the button with a TELEPHONE icon on it?
A If you're not on a call, pressing the TELEPHONE button launches the Snap Control Page on your browser. If you're making a call, and your Snap mate does not answer, push the TELEPHONE button and the Snap will dial your Snap mate's alternate phone number, providing he has activated the On-The-Go feature.

Q How do I conference call?
A To make a conference call up to three other people, simply press the line buttons of the people you wish to conference. If you have more than three people you would like to conference, ask one of your other Snap mates on the conference to add in additional people to create a larger conference call.

Q Why are some of the lights next to my Snap mates on and some off?
A The lights next to your Snap mates are "presence" indicators. A presence indicator will be illuminated if that Snap mate has used his computer within the last 15 minutes.

You can still call a Snap mate if their light is off. If he does not answer, leave a voice mail message that will be emailed. The recipient has the choice of returning your call, or simply hitting reply to the email and responding.

Q How can I get started using my Snap?
A It's very easy. Download the software, plug the USB cable into the USB port of your computer, enter your Snap mates' names and email addresses when prompted, and you're ready to communicate. If a friend initiates the communication, you'll receive an email invitation asking you to accept, follow the instructions, and then begin communicating. If you need help, review the short instructional videos at http://www.InstallSnap.com/howto

Q How do I add a Snap mate?
A Press the TELEPHONE button to take you to the Control Page. If you have an unassigned line (INVITE button green) simply click INVITE and enter the label display name and email address of the person you wish to invite. Your Snap mate will receive an email invitation. If he clicks ACCEPT, you can begin communicating. If your Snap is full (all INVITE buttons gray), you will need to remove one of your current Snap mates by selecting one to be cleared (CLEAR button) before inviting a new Snap mate.

Q How do I remove a Snap mate?
A Press the TELEPHONE button to take you to the Control Page. To remove a Snap mate simply click on the CLEAR button of the Snap mate you wish to remove. Click YES when asked you if you are sure you would like to clear the Snap mate.

Q I want to accept an invitation but my Snap is full. What do I do?
A If your Snap is full and you receive an invitation that you wish to accept, click ACCEPT. You will then be taken to the Replace Page. Click REPLACE adjacent to the Snap mate you wish to remove in order to make room for your new Snap mate. You new Snap mate will be placed on this line.

Q I have two Snaps. How do I register them?
A We use email addresses to identify each Snap user, similar to a phone having its assigned phone number. Because of this you are limited to one Snap per computer and email address. You can install your second Snap on a second computer under a different email address, however.

Q Why do all the sound files on my computer now come from my Snap speaker?
A Microsoft Windows® automatically sets the default speakers to the most recent audio device connected. If you do not wish to have all sounds, like music and videos, play through your Snap speakers, you may reset the default audio player by going to:
www.InstallSnap.com/speakers
After you change your audio default to your desired audio device it should stay that way even if you unplug and replug the Snap.

Q My Snap sounds choppy. Is it faulty?
A When a Snap Communicator is first plugged into a computer it takes a little time for the echo canceling chip to learn your environment. This learning period should take less then a minute, after which your Snap sound quality should be clear.

Q My router crashed or rebooted...now what?
A Belkin PreN routers have older technology and can crash when trying to use a UDP device such as the Snap. If you have a Belkin PreN wireless router, you might experience problems using the Snap or other products utilizing newer wireless technology. Check to see if this is the problem by looking for PreN on the label of your wireless Belkin router. We recommend you replace this router with newer technology, either a Belkin or other brand.

Q Will my Snap work with my laptop's Mobile Wireless Card such as T-Mobile?
A The Snap Communicator was designed to be used with broadband internet connections. Unfortunately, Mobile Wireless Cards use a shared bandwidth system. This means that with more people in an area using a Mobile Wireless Card, the slower the internet connection. Unfortunately, the Snap will not always function reliably when the connection speed gets too slow.

Q The Snap makes a popping/scratching noise when I first plug it in. Why is that?
A Since the Snap is an audio device you can actually hear the electrical connection being made as the Snap is plugged in. This is normal and your Snap is functioning properly. Some people even find the sound reassuring, because it lets them know they have a good connection.

Q Why can't I place a call?
A First check to see that you have a broadband internet connection and that it is functioning properly. If you are connected to a broadband internet connection and the Snap is still not functioning, unplug the Snap from the USB drive, count to 10, and plug the Snap back in. You should see your Snap application launch.

Q The spacing on my label does not line up. How can I fix that?
A Some computers shrink PDF's by a small amount when they're printed, resulting in fit problems. To remedy this, change print scaling to NONE:

Q I can't access the Control Page. What do I do?
A Make sure you are not already on an active call. If you are, disconnect that call. Press the TELEPHONE button on your Snap. The Control Page will launch.

Q Which email do I use if I have more than one email account?
A The email address you use in My Info (on the Control Page) is the email that enables other people to invite you to be their Snap mate. We recommend you use the email address most known to friends and colleagues.

Q What if I keep getting someone's voicemail?
A The person you are trying to call has pressed his PRIVATE button so as not to be interrupted.

Q How is the line quality?
A Most connections will be as clear your land line telephone. In most cases we can maintain an acceptable connection. In rare cases, due to video downloads or other bandwidth consuming activities, you may be in a "high packet loss" environment. In these cases we will switch to a more loss-resistant method of transmission, increase the delay times to account for jitter, or other techniques to improve quality in these non-optimal connections. These situations should be temporary unless your internet service is severely bandwidth-restricted.

Q Is the Snap a secure calling device?
A We use encrypted VoIP technology so Snap is more secure than a cordless phone or a cell phone, but not as secure as a land line.

Q Can I get rid of my landline and use only Snap?
A Snap is intended to supplement other methods of communication, not replace them. For maximum convenience and to reduce your land line charges, use Snap for people you call frequently.

Q If I need to call 911 from my Snap, will they know where I am?
A Snap is not a telephone and will not make calls to 911. You should use your landline or cell phone if you have an emergency.

Q How is Snap different from VoIP systems and software phones ("softphones")?
A It's quite different.
Both VoIP and Softphone systems charge monthly fees. VoIP requires the purchase of a special telephone. Softphones mimic the dialing mechanics on your screen and requires you to plug in your headset. You will connect to your company's VPN every time you want to dial your phone or check voicemail, placing severe demands on your IT department to shore up network security.
Snap calls to other Snap units are always free, using your high-speed internet connection. Whereas many softphones don't always work well on company networks, and sometimes they are blocked entirely, Snap is designed to operate seamlessly in a corporate environment. Snap detects network and firewall settings and automatically configures itself to work; it's as simple as plug and talk.
You no longer need to dial to connect, and because you simply press to talk, the Snap Communicator is perfect for "burst communication" between business associates, friends and family. "Did the Paris order ship?", or "Are you picking up the kids?", are good examples of how instant communication between you and eight colleagues with whom you communicate often will save you time when you use Snap.

Q Snap reminds me of an intercom. Am I right?
A Snap technology is reminiscent of hard-wired intercoms that connect rooms to rooms, but it doesn't have the hard-wiring limitations on distance. You are connected to other Snap devices anywhere in the world using a high-speed internet connection. It is like an intercom in that once you own the unit, the calls are always free.

Q Will Snap work with my web cam?
A Snap currently does not support video, but you can use AOL®, Skype®, and others to establish video connections. Using Snap will help achieve an echo-free and clear audio connection.

Q Where is the serial number located?
A The serial number is located on the bottom of the Snap. Each Snap unit has a unique serial number.

Q How do I replace the paper label?
A Use your finger to lift off the panel covering the label. Snap it back in place.

Q Does Snap require batteries to operate?
A No. Snap functions without the use of batteries.

Q Who is likely to be the most interested in the Snap Communicator?
A Groups who have shown the most interest include:

• Distributed companies and work groups at small to medium sized companies.
• Ex-pat families
• Geographically dispersed project teams, such as our company, Toucan Global
• Teens using AIM for school projects
• Fortune 500 corporations that need to coordinate geographically dispersed operations.