Download, Installation, and Troubleshooting for FARO InTouch

In order for InTouch to function properly, access to the following URL’s is required. If you are having issues installing or updating InTouch, ensure all hardware and software firewalls are allowing traffic to these locations.

• Data Service URL: https://data-services.faro-cloud.com/api/health
  • Expected Response:
    
     
• Files URL: https://files.faro-cloud.com/
  • Expected Response:
    
     
• Setup URL: https://setups.faro-cloud.com/
  • Expected Response:
    

• GateKeeper URL: https://gatekeeper.faro-cloud.com
  • Expected Response:
    

1. Run the downloaded InTouch installer.
   • InTouch can also be install via a silent installation. For more information see Silent Installation of FARO Software.
2. Follow the onscreen prompts to install.
3. The installation process will begin. The time taken will depend upon network speed and prerequisites that require installing.
4. Once complete the user can choose to enable:
   • Auto Updates (recommended). With Auto Updates enabled, InTouch will manage the update process, and provide notifications when an application has been updated without any intervention from the user.
   • Launch InTouch
5. Click Finish.
   
6. InTouch will display both installed and available applications. To install an application simply click Install from the tile drop-down. It is possible to install several apps at the same time.
   
7. Once installed, applications can be launched from within InTouch by clicking Run from the tile drop-down.
8. Via the drop-down of each app there is also the option to repair the application. This will perform a reinstallation of the app, making sure it is properly installed.

Other Controls

Search for an App by name.

 

Manually synchronize licensing information. This button may be used if you are expecting to see a new version for a given FARO product.

 

Settings - Disable/Enable the Auto-Updates of apps and Update Notifications.

 

Help - Provides the Service Status, Help Information, and the InTouch Version

To repair the InTouch installation, download and run the latest InTouch installer and choose the option to Repair.

Closing the InTouch application window only minimizes it, the application will remain running in the background. The InTouch application can only be shut down via the Windows taskbar. Right-click on the InTouch icon and choose Quit.

To Uninstall InTouch, run the InTouch installer and choose the option to Uninstall. This will uninstall InTouch and all the FARO applications that were installed through it.

If the information provided in this section does not correct the issue, please contact FARO Support.

Troubleshooting the InTouch App

• Confirm that your computer complies with the system requirements listed at the top of this article.
• Verify you are using the latest version of InTouch. You can update to the latest version by clicking on the Update button on the InTouch tile or by running the latest installer and choosing the option to Update.
  • InTouch version 1.2.24 or earlier cannot be updated using the InTouch app. To update these older versions, download the latest InTouch installer from the link provided above. Once downloaded, run the installer and choose the Update option.
• If the latest version is already installed, please repair the InTouch installation by running the latest InTouch installer and choosing the option to Repair.

The Help Panel of InTouch can help identify if a problem has been detected, as highlighted by the Help Panel icon

A summary of the common causes and solutions related to InTouch Service Status are listed below:

Problem	Cause	Solution
Remote Server Unavailable:	Unstable/No internet connection The remote service is unreachable	Make sure there’s a stable Internet connection. Try again in a couple of minutes to check if the remote service is available. Restart the InTouch service via Windows Services.
Local InTouch Service Unavailable:	InTouch service is not running Mosquitto MQTT service is not running	Ensure the InTouch service is running via Windows Services. Ensure the Mosquitto MQTT service is running via Windows Services. Reboot the PC and try again.
Mosquitto MQTT Service is Unavailable:	Mosquitto MQTT service is not running; If the Mosquitto MQTT service stops, the InTouch service will stop as well.	If the Mosquitto MQTT service stops, the InTouch Service will attempt to restart the Mosquitto MQTT after a few seconds If the Mosquitto MQTT was uninstalled from the PC (after the service was stopped), then the Repair option of the InTouch setup will reinstall the Mosquitto MQTT. With that, it will be correctly installed and InTouch should start successfully. If the Mosquitto MQTT was uninstalled from the PC (before the service was stopped), please contact FARO Support.