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Wireless and Handhelds



How do I migrate from GoodLink 4.0 to 4.7?

If you have any users that are running on GoodLink version 4.0, they will need to be migrated to version 4.7 immediately. Migration from GoodLink 4.0 to 4.7 can be done easily from by each individual GoodLink user from Mailbox Manager.

Re-provisioning will:

  • Download all contacts
  • Synchronize all future appointments and only historical appointments from the previous two weeks
  • Download the last 100 emails
    • To retrieve additional messages, navigate to the Good Launcher screen:
      1. To retrieve additional messages, navigate to the Good Launcher screen:
      2. The screen should display eight icons representing email, compose, calendar, and other GoodLink functions
      3. Depress and hold the shift key, and type “debug”
      4. Type “fetch <number> <folder>”
      5. ie: To retrieve 300 messages from your inbox, type fetch 300 inbox

IMPORTANT NOTE:
Migration from GoodLink 4.0 to 4.7 may require re-installing all applications and setting up GoodLink on the handheld again. It is recommended that you synchronize your handheld before you begin the process. Please ensure that you have the following memory requirements for OTA setup on your handheld prior to migration:

Treo 600:

  • First time GoodLink install: 12.5 MB storage memory
  • Upgrading from 4.0 version: 5.8 MB storage memory

Treo 650:

  • First time GoodLink install: 14.6 MB storage memory
  • Upgrading from 4.0 version: 5.8 MB storage memory

Pocket PC:

  • First time GoodLink install: 12 MB storage memory
  • Upgrading from 4.0 version: 6 MB storage memory

End Users:

  1. Navigate to the GOODLINK MIGRATION section from the Mailbox Manager control panel
  2. Click on the MIGRATE TO GOODLINK 4.7 button
  3. The GoodLink user will receive a message containing instructions for setting up GoodLink on their handheld again

How do I generate a new encryption key on my BlackBerry device?

To generate a new encryption key on your BlackBerry Device, you need to have version 4.0 of the software (or better) installed on the device. The instructions for this are below:

  1. From the Home screen, click Options, or click Settings then Options (depending on the theme you have running on your device)
  2. If your device is running version 4.0 of the software, click Security
    If your device is running version 4.1 or later, click Security Options, then General Settings
  3. Scroll down to the Service section and click the trackwheel
  4. Select Regenerate Encryption Key
  5. When the message The key for service has been updated appears, click OK

How do I enable or disable wireless PIM synchronization?

You can synchronize personal information management (PIM) data such as tasks, memos, contacts, and calendar entries so that the entries on your BlackBerry device and your desktop mail client are identical. If wireless PIM synchronization is enabled, PIM data is synchronized over the wireless network automatically. You can enable or disable wireless PIM synchronization for the following device applications:

  • Address Book
  • Calendar
  • MemoPad
  • Tasks

To enable or disable wireless PIM synchronization, please follow the steps below:

  1. On the Home screen, click Address Book
  2. Click the trackwheel and select Options
  3. In the Wireless Synchronization field, press the Space key until the field displays:
    • Yes (to enable wireless PIM synchronization)
    • No (to disable wireless PIM synchronization)
  4. Click the trackwheel and select Save
  5. Click the trackwheel and select Close
  6. Press the Escape button
  7. Repeat these steps for Calendar, MemoPad, and Tasks

I receive the error "Transaction error - Decryption failure", on my BlackBerry device. How do I fix this?

The error "Transaction error - Decryption failure" which results an X appearing beside sent messages on the Messages screen is caused by an encryption key issue with the desktop software. To resolve this issue:

  • Make sure you are not syncing your handheld device both wired and wirelessly. (In instances where you must sync wired (public folders etc) ensure you are not syncing your mailbox as well). Syncing your device both wired and wirelessly can result in errors that corrupt the encryption keys that are used.
  • Upgrade to BlackBerry Desktop Software 4.0 Service Pack 1 or later and generate encryption keys manually three times using BlackBerry Desktop Manager.

To generate a new encryption key with a BlackBerry device:
Note: The following procedure requires BlackBerry Device Software 4.0 or later.

  1. From the Home screen, click Options or click Settings, then Options(depending on the theme you have running on your device).
    • If you are running BlackBerry Device Software 4.0, click Security.
    • If you are running BlackBerry Device Software 4.1 or later, click Security Options, then General Settings.
  2. Scroll down to the Service section and click the trackwheel.
  3. Select Regenerate Encryption Key.
  4. When the message 'The key for service <Server Name> has been updated' appears, click OK.

What are Up-to-date Notifications?

Up-to-date notifications is one of the components of Exchange ActiveSync. Exchange ActiveSync is a Microsoft Exchange Server 2003 feature that lets you synchronize your mailbox data to a mobile device wirelessly (without having to cradle the device).

The Up-to-date (UTD) feature notifies your mobile device if there is a new item in your mailbox and your device will automatically initiate a synchronization with your mailbox. This is done in the background without the device turning itself on.

If your mobile device and wireless carrier support this feature, you must enable it for your mailbox in order to use it. More information on client-configuration of supported devices can be found at http://www.microsoft.com/technet/prodtechnol/exchange/2003/autd.mspx#EXBAC

What is User Initiated Synchronization?

User Initiated Synchronization is one of the components of Exchange ActiveSync. Exchange ActiveSync is a Microsoft Exchange Server 2003 feature that lets you synchronize your mailbox data to a mobile device wirelessly (without having to cradle the device).

User initiated synchronization lets you initiate synchronization of the data in your Exchange mailbox to your mobile device using Exchange ActiveSync. If this option is not selected, you will not be able to use ActiveSync to connect to your mailbox.

Note: The first time you configure a mobile device for synchronization, only the Inbox, Calendar, and Contacts folders can be set up for Always-up-to-date (AUTD). After the first synchronization has successfully completed, your mobile device contains your complete mailbox folder hierarchy (except for Tasks and Journal), and you can configure additional folders for AUTD.

My Blackberry device does not synchronize with my Calendar. What do I do?

If Calendar Synchronization doesn’t work between your Blackberry device and Exchange mailbox, you should take the following troubleshooting steps:

1. Verify that Wireless Calendar synchronization is enabled on your Blackberry handheld:

    • On the handheld Home screen, select the Calendar.
    • In the Calendar, click the trackwheel and select Options.
    • If on the Options screen Wireless Synchronization is set to NO, click the trackwheel and select Change Option. Select YES.
    • Click the trackwheel and select Save.

2. If Wireless synchronization is set to YES, but you are still not getting your calendar items:

    • On the handheld Home screen, select the Calendar.
    • In the Calendar, click the trackwheel and select Options.
    • Click the trackwheel and select Change Option. Select NO for Wireless Synchronization.
    • Click the trackwheel and select Save.

     Once you have completed the action, reactivate the Wireless Calendar on the device:

     • In the Calendar, click the trackwheel and select Options.
     • Click the trackwheel and select Change Option. Select YES for Wireless Synchronization.
     • Click the trackwheel and select Save.


3. If this does not work, go to Options > Service Books and delete Sync Service Book. Once it is deleted, click the trackwheel and undelete the service book. When it is done, move back one menu, find Enterprise Activation and go into menu. Once it is open, wait about 20-30 seconds. It should start to reactivate by itself. No input necessary. When activation is completed, you should test the device.

My Blackberry Activation password doesn't work. What do I do?

This activation password is used only to activate your mailbox. The password is invalid after five unsuccessful activation attempts, and if you do not activate your handheld 48 hours after the password is created, the password expires and cannot be used. When the handheld is successfully activated, the password is removed from the BlackBerry Enterprise Server.

How to wipe the BlackBerry clean and set it up again

To erase all the data on your BlackBerry device, complete the following steps. This option is available with BlackBerry Device Software 3.8 and later. 

  1. In the device Options, click Security. If you are using BlackBerry Device Software 4.1, click Security Options > General Security.

  2. Click the trackwheel and select Wipe Handheld.

  3. Click Continue.

  4. Type “blackberry”. All the data on the BlackBerry device is erased.

Once it is wiped, hard-reset the handheld and perform Blackberry Wireless Activation again.

How do I synchronize my Blackberry with contacts in the Public Folders?

In order to synchronize contacts from a Public Folder, you must add the folder in the Desktop Manager. This will disable your ability to wirelessly synchronize your mailbox contacts. After this change all contacts must be synchronized via the Desktop Manager.

  • Connect your Blackberry to your computer using the cradle or cable
  • Launch the Desktop Manager and navigate to Intellisync > Configure PIM > Select Item (Address Book) and then select 'Choose'.
  • Click the 'Browse' button; select the desired Public Folders from the Exchange Server.

Remember to leave the Mailbox\Contacts in the synchronized process or it will fail

  • The folder selected as the default (bold) will be where new items are copied to during synchronization.  For Public Folders, ensure the user has "write" access.

How To Perform a Clean Uninstall of BlackBerry Desktop Manager software

  1. Use Add/Remove buttons to remove BlackBerry® Desktop Manager:
    1. Go to Start > Settings > Add/Remove programs.
    2. Select BlackBerry Desktop Software.
    3. Select Remove.
  2. Delete registry entries:
    1. Go to Start > Run > type Regedit > Select OK.
    2. Delete the Research In Motion folder within HKEY_CURRENT_USER\Software\ .
    3. Delete the Research In Motion folder within HKEY_Local_Machine\Software .

Note: Modifying the computer registry can cause substantial damage to the Microsoft® Windows® operating system. Document and back up the existing registry entries prior to implementing any changes.

  1. Delete folders from Windows® Explorer:
    1. Open Windows Explorer.
    2. Delete the Research In Motion folder within C:\ Program Files\ .
    3. For any version, including Service Pack 4, delete Research In Motion folder within C:\ Documents and Settings\<user name>\Application Data\ .

Note: If the user is unable to see Application folder, it is probably in a hidden system folder. This can be made visible by selecting Show Hidden Files and Folders option under Windows Explorer.

  1. Delete C:\Program Files\Common Files\PUMATECH shared folder.

Note: Any other synchronization software for other personal digital assistants (PDA) using the PUMATECH folder will need to be reinstalled after a successful installation of BlackBerry Desktop Manager.

   5.  Restart the computer.

I get an error 'HTTP/1.1 401 Unauthorized' when I sync VersaMail

When synchronizing your Palm handheld device you may get an error message that looks like the following:

(0006)HTTP/1.1 401 Unauthorized Content-Length:83 Content-Type:text/html Server:Microsoft IIS/6.0

Solution: Password is incorrect.

If you've entered the wrong password for your Exchange ActiveSync account in VersaMail, your smartphone may reset when you attempt to sync your email.

To correct your password:

  • On your smartphone, launch VersaMail.
  • Press Menu
  • From the Accounts menu, select Account Setup.
  • Highlight the Exchange ActiveSync account that's causing the reset, and select Edit.
  • Select Next, then Next again, until the page allowing entry of your username and password is displayed.
  • Click on the Password box.
  • Press Menu . From the Edit menu, choose Select All.
  • Enter your password and select OK.
  • Back out of the setup screens: select Next, and Next again, and Next again until you can select Done, then OK. You should be back in the VersaMail Inbox.
  • Select the Sync button to attempt to retrieve your email.
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