DeviceAnywhereTM Troubleshooting Guide April 9, 2010
Contents
1. 4 Select the Test Latency button in the right corner of the screen to test the latency of your device Diagnostic Tool R Latency System Info Your IP 207 104 187 194 Location San Mateo United States Currently Using MCD Carrier Manufacturer Model Location Upload Speed Upload Latency Download Speed Download Latency Test Laten cy 3266 AT amp TUS Noka E71 San Mateo ooo Button Copy ll To Clipboard 13 To adjust the video compression on the device 1 Click on the Audio amp Video tab in the Device Console 2 Drag the video quality bar from Best Quality to Best Performance Note Varying levels of compression can be used by dragging the slider bar partially Use this to find the best trade off between performance and quality Adjusting the size of the device can sometimes improve performance To adjust the size of the device 1 Right click on the skin of the device or on one of the buttons 2 Select Zoom 3 Select either 75 Actual Size or 50 Actual Size 5 2 The device is unable to receive calls or text messages Q My calls and text messages are lost in the network The device does not ring and I don t receive alert messages A Check the phone settings and make sure call forwarding is turned off Also another possibility is that the phone number you are using for testing is not the correct phone number for the device To confirm the telephone number for the device 1 Select Menu 2 Select P2. Try the hardware reset techniques discussed above to clear the device Power cycle the device either by pressing and holding the End key and turning the device back on or try disconnecting the battery If the device screen remains distorted please report the problem to DASupport deviceanywhere com 5 6 When I type text into the device using my computer keyboard the wrong characters display on the device screen Q Why doesn t the text on the device screen match the typed text A Make sure that you are in the correct mode Use the alpha mode for text entries the Web mode for URL entries and the numeric mode for phone numbers Also to make it easier to select the correct mode your text input can be viewed edited and text entries sent directly from the Device Console For further details about input mode refer to the short tutorial below What is Input Mode Input mode determines the translation used when you type on your computer keyboard to enter keystrokes into the device You must choose the correct input mode for the specific form you are filling in otherwise the incorrect computer key mapping will result in an incorrect key sequence being sent to the device For example imagine that you have a T9 device in your hand no QWERTY keyboard and are in the contacts screen and you are entering a Name Pressing the 5 key results in a J being entered and continuing to press this key will cycle through the letters If
3. Sharing Choose application to send to the device Download from existing URL y Add application Remove gt test app Type iPhone Created on Today 06 44 PM Download link http myda deviceanywhere com a a00dw a Size 5 8 MB Test lt j il p ull Deliver application via 7 To view the application restart the device Data Cable Button If you would like to delete the application after testing you can right click on the device and choose Remove All Applications from the menu This will remove all of the applications that you have installed on the device using this method 12 5 Device Issues 5 1 The device response is slow Q Why is it that after I acquire a device the response time for command execution on a device in DeviceAnywhere slows down A Device response can be affected by your internet connection latency problems and the amount of data that you are trying to transmit To correct these problems first make sure that you have a high bandwidth connection with at least 2 GB of memory and check your latency To reduce the data being transmitted you can adjust the video compression settings on your device and or adjust the size of the device To check latency 1 Select the Diagnostic Tool the small wrench icon shown in the graphic below in the lower left corner of the screen below the Device Console 2 The Diagnostic Tool screen will display 3 Select the Latency Tab
4. to cycle through J K L 5 If this was an alpha input screen a 5 would have correctly been the result But since on a numeric input screen the device assumed that each 5 sent to the device was a separate number that should be entered 5 7 Audio fails to play Q When I play music or a multimedia file on the device there is no sound coming out of the computer speaker A Select Audio and Video in the Device Console to adjust the sound or to unmute the speaker if it is muted Note that the default setting on all devices is mute 5 8 Streaming videos won t play Q Why can t I get my streaming videos to play A This error appears when the Video Player Real Player on most handsets has incorrect or no settings It is also possible the device does not support streaming video To resolve the issue go to the media player settings and select the correct internet profile to play live streaming videos You can also find this information and check if the handset supports streaming video by searching on the carrier s support site 5 9 No reply is received when issues are reported to DeviceAnywhere Support Q I m not getting a response about my question from DeviceAnywhere Why is this DeviceAnywhere Support immediately acknowledges all reported issues via automated email response and typically follows up with issue status resolution or clarification within 4 hours If you do not receive an email response from Suppo
5. you then finish entering your name and proceed to the phone number field physically pressing the 5 key will result in a 5 being entered into the device The device s screen and software is context sensitive and it knows to map either numbers or letters depending on the input field you are typing in DeviceAnywhere provides three different computer keyboard mappings or input modes to support this functionality of a device Alpha abc Numeric 123 and Web www Providing these keyboard mappings can increase the speed that you can type into the device However DeviceAnywhere does not access the device at the software level so it does not automatically know which mapping should be used Therefore in order for the correct mapping to be utilized for the input field you must select the mode you wish to be in When you are using your computer keyboard to enter a name or other text field select the Alpha mode default mode When you are at a form that expects numbers select the Numeric mode and when you are entering a URL select Web mode Troubleshooting Input Mode How do you know when you have the incorrect input mode selected Here are some example scenarios 16 You are in Alpha mode You want to enter a 5 into a RAZR device and type the 5 into your computer keyboard Result the device shows four 5 s have been entered What happened Mapping to alpha mode means that to get to a 5 we must send the device four 5 s
6. EW website and navigate to the page that contains the link to the web based test signature generator 2 Select BREW Testing Generator 3 Enter your BREW developer user name and password 4 In the ESN field type the ESN number that is located in the Properties screen of the device Double click on a device to display the Properties screen 5 Click Generate and wait for the Download Signature link to appear 6 Download the signature and save the file it will be required for all testing on the device 3 Application Loading Issues Carrier Specific 3 1 Sprint CDMA Sprint supports a website and software tool the Sprint Content Upload Tool that uploads applications to Sprint devices This site is used for CDMA phones To upload applications with the Sprint Content Upload Tool 1 In DeviceAnywhere Studio access and acquire the device you would like to upload to 2 Navigate to the Sprint Content Upload Tool website at http 144 230 114 37 adp6 upload upload php 3 Upload the application 4 Enter in the phone number of the Sprint VDL device that you want to download to 5 Click Submit 6 When the device in the VDL receives the SMS notification of a new file to download navigate to the message and open it 7 Scroll down to the message and select the link in the SMS to initiate the download Q I m getting a message indicating a 909 error while downloading to a Sprint device A If you receive a 909 error w
7. N text field and browse your compressed file Press Upload Application The application can now be downloaded on the device through new purchases Navigate to Menu gt Java Apps gt Download Apps gt New Purchases to download the application on the device Note There is a known issue with iDEN devices Sometimes they lose the number from Line 1 in Myinfo if the handset is not used or after performing a hard reset The application may not display in the new purchases section To fix this try making a missed call to and from the device before assigning the application to the device 3 3 Helio To upload applications on Helio devices 1 2 DD oo Ge Sa 10 Navigate to http www myhelioapps com Log in with your user name and password After the login process click Submit Media You will be prompted to upload the JAVA application ringtones and wallpapers Navigate to the JAR file you want to install on the Helio device Press Upload Media Button On the next page enter the correct information in the Send To phone Helio only field Enter the phone number and press the Send button The handset will then receive an SMS containing a URL Navigate to the URL You will be redirected to a page with a download link Click Page Adapted for Mobile Device You must view this page in HTML before downloading the application to install the application Click the Download Now option The application will download a
8. aie e E E A A E eas alvaresdateseaniane 17 1 DeviceAnywhere Studio Installation Launch and Operation Issues 1 1 DeviceAnywhere Studio does not install and or launch If you are having trouble installing or launching DeviceAnywhere Studio usually it is because of one of the following issues Q My system hangs and will not accept keyboard input and I received an error message that said unable to connect to DeviceAnywhere Try to restart DeviceAnywhere in a few minutes If error persists contact support A This means that your system was unable to connect to the DeviceAnywhere server on port 443 This port is used for communication between the access server and the DeviceAnywhere Studio client Try the following 1 Make sure your network connection is in operation 2 Enter any proxy settings that are required by your network by clicking on Advanced 3 Make sure the deviceanywhere com website is white listed in your firewall or proxy server settings to open the firewall This usually includes opening port 443 for all traffic and possibly white listing the deviceanywhere com domain Note There is a known configuration requirement when using Bluecoat proxy servers In order to use DeviceAnywhere your IT team should open the Policy File and edit the local file with the text editor Your IT team should enter the following statement under the lt Proxy gt section header url domain deviceanywhere com detect_protocol none Con
9. econds after disconnecting the battery and then select connect battery 3 Hold down the power button on the device to turn it on Note some devices take a long time to boot up If the device remains frozen please report the issue to DASupport deviceanywhere com Q The device is locked A Below are listed some of the unlock key sequences for various devices Many smartphones and touchscreen devices have automatic key locking to lock device input when the device is not in use As a result a device may appear frozen when in fact the keyboard lock is on Refer to the following table for the key sequence used to unlock various devices For other devices not listed refer to the user manual for that device Device Unlock Key Sequence BlackBerry models Press and then Send HTC G1 Press Select Menu HTC Diamond Power HTC 8925 Tilt Touch Unlock iPhone 3G Power Nokia 6600 Slide Press Select Palm models Press Power and the middle navigation key Palm Treo 850 Select Samsung SGH T119 SoftL SoftL Samsung Instinct Hold the Shift key on your keyboard and press the Power button on the device Sony Ericsson X1 XPERIA Power End Sony Ericsson C702 SoftR 15 If the device is still frozen please report the problem to DASupport deviceanywhere com 5 5 The device screen is distorted Q Why does my screen flicker and or show static or screen shift
10. gH DeviceAnywher Mobile ere DeviceAnywhere Troubleshooting Guide April 9 2010 DeviceAnywhere 5 0 Troubleshooting Guide Copyright Copyright 2010 Mobile Complete Inc All Rights Reserved April 2010 Notice 2010 Mobile Complete Inc All rights reserved THE INFORMATION CONTAINED IN THIS DOCUMENT IS PROVIDED AS IS WITHOUT ANY EXPRESS REPRESENTATIONS OF WARRANTIES IN ADDITION MOBILE COMPLETE INC DISCLAIMS ALL IMPLIED REPRESENTATIONS AND WARRANTIES INCLUDING ANY WARRANTY OF MERCHANTABILITY FITNESS FOR A PARTICULAR PURPOSE OR NON INFRINGEMENT OF THIRD PARTY INTELLECTURAL PROPERTY RIGHTS DeviceAnywhere Version 5 0 All text and figures included in this publication are the exclusive property of Mobile Complete Inc and may not be copied reproduced or used in any way without the express permission in writing of Mobile Complete Inc Information in this document is subject to change without notice and does not represent a commitment on the part of Mobile Complete Inc Mobile Complete Inc may have patents or pending patent applications covering subject matter in this document The furnishing of this document does not give you any license to these patents except as expressly provided in any written license agreement from Mobile Complete Inc Mobile Complete the Mobile Complete logo DeviceAnywhere DeviceAnywhere Studio DeviceAnywhere Test Automation DeviceAnywhere Automation for Smartphones DeviceAnyw
11. hen trying to download an application the particular Sprint device you are downloading to is not Root Enabled All Sprint devices in DeviceAnywhere should be Developer Root Enabled or Root Certificate Enabled This means they have been put into a mode where applications loaded on to the devices have access to the restricted APIs on the device In other words the applications do not need to be signed by anything other than the standard certification available on the Sprint developer portal If you find that a particular device is not Root Enabled report this error by sending an email to DASupport deviceanywhere com or click on the Report an Issue icon in DeviceAnywhere Studio DeviceAnywhere Support will contact Sprint to enable the root Q The ESN for the Sprint device is missing A All Sprint devices are root enabled and set to development mode If you require an ESN for a Sprint device send the request to DAsupport deviceanywhere com For more general information on Sprint errors the following website provides a detailed description of Sprint error messages http www sprintusers com forum archive index php t 38328 html 3 2 Sprint Nextel iDEN To upload applications on Sprint Nextel iDEN devices 1 2 Compress your JAD and JAR files in ZIP format On your computer browse iDEN Content Uploader by navigating to http 144 230 114 35 adp1 FUN index jsp Enter the phone number of the device in the PT
12. here Proof Center MonitorAnywhere DemoAnywhere and MyDeviceAnywhere are trademarks of Mobile Complete Inc in the United States and or other countries This document also contains registered trademarks trademarks and service marks that are owned by their respective owners Mobile Complete Inc disclaims any responsibility for specifying marks that are owned by their respective companies or organizations If you have any comments or suggestions regarding this document please send them by e mail to support deviceanywhere com Mobile Complete Inc 1730 South Amphlett Blvd STE 300 San Mateo CA 9 Rev 1 Contents 1 DEVICEANYWHERE STUDIO INSTALLATION LAUNCH AND OPERATION ISSUES anet e ecg a eee scented ocean a AEE E E 4 1 1 DeviceAnywhere Studio does not install and or launch sssssssseeesserrrresesrenesne 4 1 2 DeviceAnywhere Studio installation or launch iS SIOW ssesseeeesneessernresrsrenesne 5 1 3 Cannot Acquire a Device or Lost Connection with a Device eeeeeceeeeeeees 5 2 APPLICATION LOADING ISSUES GENERAL eeeecccseeeeecceeeeeeeeeeeteseaeeeseenneeeeeeeneenes 6 2 1 Cannot download application non BREW to a DeviceAnywhere handset 6 2 2 Cannot upload a BREW application to a DeviceAnywhere handset 0006 6 3 APPLICATION LOADING ISSUES CARRIER SPECIFIC ccceccceeeeeeeeeeeeeeeeeeeeeeteneeees 8 3 1 Sprint CDMA 2c casts sieccsorasececcseoiceent ec
13. hone Settings Profiles or a similar menu item to display the phone number of the device 3 Make sure the phone number you are using is the same as the one listed on the phone When the listed number in DeviceAnywhere Studio is inconsistent with the phone number shown in phone settings on the device please report the problem to DASupport deviceanywhere com and DeviceAnywhere will fix the number If you are still unable to receive calls or text messages on a device report the problem to DASupport deviceanywhere com 5 3 The device cannot access a URL Q When I launch the WAP browser and enter the URL the website does not display A Validate your web access by navigating to a popular website such as Google or YouTube If the screen remains blank report the problem to DASupport deviceanywhere com Another suggestion is to check the signal strength indicator Signal strength at two bars or less can cause the transmission to fail Report the problem to DASupport deviceanywhere com Also the website may not be operating or may not support WAP browsing You can check to see if the website is working using your computer browser 14 5 4 The device is frozen Q My newly acquired device is frozen A The device may be asleep First try waking the device by pressing the power or end key If that doesn t work reboot the device as follows 1 Select disconnect battery in the tools section of the device console 2 Wait 10 s
14. ishenasdemeconcaciudearamascuncavan tietanenlGtadctetasincacandeemcai 8 3 2 Sprint Nextel iDEN ee ee mnie ene ene Ee eee eee 9 33 AEO ara E e A snady ahah yah a r E EE asvanedas 9 Sie AllOtherCaietS spanna arse deiheialaaanaasandistasaaulsruaterbenemaadeuiens 9 4 APPLICATION LOADING ISSUE PLATFORM OPERATING SYSTEM SPECIFIC 11 4 1 Uploading Apps to an iPhone issccisccsceiccartccesteucnainnedeenantnaditacediebonicaweneiarebeneads 11 5 DEVICE ISSUES asec Pace sig rrea a NaRa E SA RAAE E EP EEE AEE aea Ea ii 13 5 1 The device response iS SIOW 0 ccceceeeeeeecceeeeeeeeeeneeeeeeeeeeeeeeseseeneeeeneneneeneenees 13 5 2 The device is unable to receive calls or text MESSAGES eee ee eeteteeeeeeeeeeeeeeeee 14 5 3 The device cannot access a URL cscccccceceeeeeeeeeeeeeeeeeeeeeeeseeeeeeeseneeeenneesees 14 5 4 Thedeviceis MOZeM ics ccaiercisievaap eihereniaredemnsaranmaaidnaasani hatin E 15 5 5 The device screen IS CISIOMEC seiacccciccdacetinccistncisenerigreriguehdeeiemeisnquseeidnaratacss 16 5 6 When I type text into the device using my computer keyboard the wrong characters display on the device screen c cece eeeeeeeeeeeeeeeeeeeeeseeneeeeeeeeeeeeeeneeneeeenees 16 5 7 Audio fails to play iriiri skapin ninenin Raakaa un Ees e EER RTE 17 5 8 Streaming videos won t play miseistersnariniw la tiemiendainaviinileaetit 17 5 9 No reply is received when issues are reported to DeviceAnywhere UN sat
15. lication and then click the Data cable button next to Deliver Application 9 Perform a power cycle on the device by either disconnecting the battery or holding the power button until the device turns off You will then need to connect the battery and hold the power button on the device until it powers back up Q I m getting a message that pops up with the error message SIG file error Unable to load applications A To test a BREW application you must generate your own signature file and supply the ESN or MEID of the device in hexadecimal format Signature SIG files are device specific files that are required for each device you are using for your application development These files must be obtained from Qualcomm and are good for 90 days After 90 days the signature file expires and Qualcomm must issue a new signature file Only one SIG file is required per device However because each individual application requires its own corresponding SIG file you must make a copy of the original SIG file and rename it to match the name of the application you have created Remember that the SIG file must reside in the same folder as the MIF file the application file for the BREW device You must be an authenticated BREW developer to access the signature generation utility on the BREW website See the Qualcomm website at http brew qualcomm com brew en for more information To obtain a SIG file follow these steps 1 Go to the BR
16. nd install on the Helio handset 3 4 All Other Carriers The standard procedure for other devices is to load the JAD and JAR files onto a file server and then using the browser on the device enter the URL of the JAD file You may also use 9 the Application tab in DeviceAnywhere to upload your application to the DeviceAnywhere server and then send it to the device 10 4 Application Loading Issue Platform Operating System Specific 4 1 Uploading Apps to an iPhone We have made some changes to DeviceAnywhere to better support uploading applications to iPhones Use the following procedure to upload applications to iPhones going forward 1 To load your application select the Tools icon wrench in the Device Console 2 Select the Applications tab New Application New Application Name imy name Android APK Other Add files C Remove application when device is released Add Application 3 Select Add Application to upload your application to the DeviceAnywhere server 4 Select iPhone as the application type 5 Select the files to upload When you upload your application make sure you zip your files Your files should be in the form of appnamel app folder 11 6 Once you have uploaded your application to the DeviceAnywhere server select the Data Cable button to deliver your application The application will be side loaded on the device Send SMS Applications
17. on to the carrier s application server and then download the application based on the carrier s standard procedure Details on many of these procedures can be found in section 3 below Q I m getting a certificate expired error when I access my JAD file A First make sure that your certificate is valid Then check the date on the device Sometimes when a device is restored to factory default settings the date is rolled back to the manufacturing date In this case reset the date on the device to the current date Your certificate should be authenticated as valid 2 2 Cannot upload a BREW application to a DeviceAnywhere handset Q Why can t I upload BREW applications to my device A You might be using an outdated uploading method The BREW uploading method has changed in DeviceAnywhere 5 0 To upload a BREW application in DeviceAnywhere 1 Acquire a device 2 Click on the Additional Tools icon in the Device Console 3 Click on the Applications tab 4 Select the Add Applications button 5 Select the name of the application and select BREW in the type drop down menu 6 Press Add files and add all the files in your application including the SIG file and any supporting bar files image files etc 7 Press Add application This will upload the BREW application and all supporting fields to your online repository You will be able to view your application in the application list 8 Highlight your app
18. rrently the computer can swap out memory to disk This action greatly slows down response time We recommend at least 2 GB of memory Installation time is also affected by your internet connection As indicated in the system requirements a high bandwidth connection is recommended A Some types of anti virus software have port filtering settings turned on for port 443 by default Since all data communication occurs on port 443 between the DeviceAnywhere client installed on your computer and our DeviceAnywhere servers the response time is delayed Remove port filtering on port 443 to correct the problem Note Kaspersky anti virus software has port filtering turned on for port 443 by default A Also if your connection has a trace route of multiple hops greater than ten and the latency for each of these hops is large you can experience degradation due to internet latency If you experience significant installation latency contact us at DASupport deviceanywhere com so that we can help you resolve this issue 1 3 Cannot Acquire a Device or Lost Connection with a Device Q While trying to acquire a device or while using a device I received an error message that says Cannot connect to Access server What does this mean A If you received this message you have temporarily lost connection to the Access Server Check that you still have internet connectivity If you internet connection is working wait a few seconds and try again If
19. rt it could be because A Emails from DeviceAnywhere Support may be going to your junk mail Please make sure DASupport deviceanywhere com is on your safe list Also Support responses are sent to the email corresponding to the username of your DeviceAnywhere account When you report an issue and your DeviceAnywhere username is not your usual email address be sure to include the correct email address where you want the response to be sent in the comments section of the Report an Issue form 17
20. tact DASupport deviceanywhere com for further information on resolving this issue Q When I try to install I get an error message saying cannot_discover_profile error A This means that you are attempting to install DeviceAnywhere Studio without the proper admin rights and the DeviceAnywhere installer cannot access your program file folder This issue can arise on Windows Vista and 7 To install DeviceAnywhere Studio right click on the executable file and select Run as Administrator Q I received an error message that said Cannot create Java virtual machine error A In this case you must either add the tag lt memSize gt 512 lt memSize gt in the config file or send the file to DA Customer Support so that we can change it correctly This issue is random and occurs as JAVA tries to reserve memory of 1024 default in advance When it does not receive enough memory it throws this error 1 2 DeviceAnywhere Studio installation or launch is slow Q When I try to install or launch DeviceAnywhere Studio it takes more than ten minutes to complete A It is important to make sure that your computer adheres to the following recommended system requirements e 2 GHz Pentium dual core processor e 1024 MB RAM 1GB RAM 2GB recommended e 10 GB Hard Disk Drive available e Broadband Internet connection When DeviceAnywhere is running on a computer with insufficient memory or other large applications are running concu
21. this does not solve the problem try restarting DeviceAnywhere Studio If the problem persists please contact DASupport deviceanywhere com 2 Application Loading Issues General 2 1 Cannot download application non BREW toa DeviceAnywhere handset Q When I try to do over the air application installations for Blackberry Palm Symbian Microsoft and any other non BREW platforms they fail My apps won t download to the device A This issue could be related to MIME types When you are having trouble downloading over the air from your own server check your MIME types to make sure that they are compatible with the MIME types supported by the device you are downloading to If you are having trouble downloading an application from the DeviceAnywhere applications server using the Applications tab in Studio please refer to the latest version of the DeviceAnywhere User Manual for supported MIME types This issue could also be related to signing policies Mobile carriers have very strict signing policies and many applications will not load or work unless they are properly signed with the correct certificates Unfortunately DeviceAnywhere cannot offer support with certificate signing You need to contact the carrier for more information Lastly the problem could also have something to do with the carrier s application server Many carriers support application servers to download applications to their devices Try sending your applicati
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