DeviceAnywhere™ Troubleshooting Guide May 19, 2009
Contents
1. 3 3 Helio To upload applications on Helio devices 1 Go to http www myhelioapps com 2 Log in with your user name and password 3 After the login process click Submit Media You will be prompted to upload the J AVA application ringtones and wallpapers 4 Browse to the JAR file you want to install on the Helio device 5 Press Upload Media Button 6 On the next page enter the correct information in the Send to phone Helio only field 7 Enter the phone number and press Send button The handset will then receive a SMS containing a URL 8 Navigate to the URL You will be redirected to a page with a Download link 9 Click Page Adapted for Mobile Device View in HTML You need to view this page in HTML before downloading the application to install the application 10 Click the Download Now option The application is downloaded and installed on the Helio handset Revision 1 5 DeviceAnywhere Confidential Downloading an application 7 non BREW to a DeviceAnywhere Troubleshooting Guide 3 4 All Other Carriers All other carriers do not have a special way of loading applications to devices You must 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 This action downloads and installs the Jad and Jar files 4 Uploading a BREW application to a DeviceAnywhere handset fails Scenario Applications don t upload to a BREW device Application2. 2GB recommended e 10 GB Hard Disk Drive available Broadband Internet connection When DeviceAnywhere is running on a computer with insufficient memory or other applications running on the computer concurrently are using a lot of memory the computer can swap out memory to disk This action greatly slows down DeviceAnywhere response time We recommend at least 1 GB of memory in the computer and have seen increased performance with 2 GB of memory Installation time is affected by your internet connection As indicated in the system require ments a high bandwidth connection is recommended B Some 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 DeviceAnywhere 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 C 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 deviceawhere com so that we can help you resolve this issue 3 Downloading an application non BREW toa DeviceAnywhere handset fails Scenario Over the air installation of appli
3. t match the typed text A Mobile devices support different key modes Each entry field in a device is typed to a particu lar key mode For example the entry field for a telephone number used in sending a text mes sage can only receive numeric input When entering text into entry fields make sure to use the correct key mode Key modes include Alpha Numeric and Web URL When entering data into an entry field on a device through the Copy amp Paste command you must explicitly select the key mode from the drop down menu What happens when you don t use the correct key mode When you paste a telephone number using the text key mode the number appears garbled on the device screen and expands to a list of useless numbers In the example below the original telephone number is expanded to 30 dig its Original telephone number 1 318 262 9022 Pasted telephone number with wrong key mode 1111 33 331 1118888 22 226 6662222 In text mode on most standard T9 devices a key must be pressed four times to cycle through the letters and arrive at the desired number As a result in this example each number is typed four times when in text mode instead of numeric mode B The typing speed of text entered through the keyboard can also effect the text displayed on the screen DeviceAnywhere has a hold down key setting of 300 milliseconds If you enter two keystrokes within the 300 milliseconds window the first key is dropped or incorrectly recorded Sl
4. C The website may not be operating or may not support WAP browsing You can validate web site operation through your computer browser Revision 1 5 DeviceAnywhere Confidential The device is unable to 9 receive calls or text mes DeviceAnywhere Troubleshooting Guide 7 The device response is slow Scenario After acquiring one or more devices the response time for command execution on a device in DeviceAnywhere becomes very slow A Make sure that your computer adheres to the preferred system requirements given in Section 1 2 of the DeviceAnywhere QuickStart Guide When DeviceAnywhere is running on a computer with insufficient memory or other applications running on the computer concurrently are using a lot of memory the computer can swap out memory to disk This action greatly slows down DeviceAnywhere response time We recommend at least 1 GB of memory in the computer and have seen increased performance with 2 GB of memory Device response time is affected by your internet connection As indicated in the system require ments a high bandwidth connection is recommended B Some 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 DeviceAnywhere response time is delayed Remove port filtering on port 443 to correct the problem Note Kaspersky Anti virus softw
5. received from Issues reported to DeviceAnywhere Support 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 Support A The emails from DeviceAnywhere Support may be going to your junk mail Please make sure DASupport deviceanywherecom is on your safe list B Support responses are sent to the email corresponding to the username of your DA 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 com ments section of the Report an Issue form 14 No reply is received from DeviceAnywhere Confidential Revision 1 5 Issues reported to
6. testing on the device 5 The device is unable to receive calls or text messages Scenario Calls and text messages are lost in the network The device never rings or receives an alert message A Check the phone settings and make sure call forwarding is turned off Dial 720 and then press SEND This action turns call forwarding off if it has been set B The phone number you are using for testing is not the correct phone number for the device Look up the actual phone number 1 Select Menu 2 Select phone settings profiles or a similar menu item to display the phone num ber of the device 3 Make sure the phone number you are using is the same as the one listed on the phone When the number in the Properties screen is inconsistent with the phone number shown in phone settings on the device please report the problem to DASupport deviceanywhere com If you are still unable to receive calls or text messages on a device report the problem to DASupport deviceanywhere com 6 The device can t access a URL Scenario After launching the WAP browser and entering the URL the website does not appear A Validate 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 B Check the signal strength indicator Signal strength at 2 bars or less can cause the transmis sion to fail Report the problem to DASupport deviceanywhere com
7. TH DeviceAnyw wh ere DeviceAnywhere Troubleshooting Guide May 19 2009 l Geo gt O DE g DeviceAnywhere QuickStart Guide Revision 1 5 2009 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 Troubleshooting Guide Version 1 4 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 Pro DeviceAnywhere Monitoring DeviceAnywhere Consumer and MyDeviceAnywhere are trademarks of Mobile Complete Inc i
8. are has port filtering turned on for port 443 by default C 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 deviceawhere comso that we can help you resolve this issue 8 Streaming videos won t play This error appears when the Video Player Real Player on most handsets has incorrect or no set tings 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 10 The device response is DeviceAnywhere Confidential Revision 1 5 slow g DeviceAnywhere by Mobile Complete DeviceAnywhere Troubleshooting Guide 9 The device appears frozen Scenario A newly acquired device is frozen or after testing and working on the device for a while the device freezes A Unlock the device for keyboard input Many smartphones and touchscreen devices have automatic key locking to lock up 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 Table 1 1 for the key sequence to unlock various devices For other de
9. cations for Blackberry Palm Symbian and Microsoft platforms and any other non BREW platform fails Applications don t download to the device General information A MIME Types When you are having trouble downloading over the air from your own server check your MIME types Revision 1 5 DeviceAnywhere Confidential DeviceAnywhere Studio 5 Installation or Launch is DeviceAnywhere Troubleshooting Guide B 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 DeviceAnywhere Technical Manag ers cannot offer support with certificate signing You need to contact the carrier for more infor mation C Carrier Application Specific Servers Many carriers support application specific servers to download applications to their devices Try uploading your application to the carrier application specific server and download the application based on the carrier s standard procedure D Device issues error certificate expired when access my Jad file First check 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 authen ticated as valid Carrier Specific I nformation 3 1 Sprint Spri
10. eeeees 10 8 Streaming videos Won t play cccceceeeceeseeeeeseeeeeeaeee ees 10 9 The device appears frozen cccee eect ence eee eeeeeeeees 11 10 The device screen iS diStoOrted ccccceeeeseeeeeeeeeeeaeees 12 11 When text is executed on the device the wrong characters appear on the SCIreeNn ccccceceeeeeeeeeeeeeessaeaes 13 12 Audio fails TO play sinvainrGunsanetianinesesdamuarantunenaiecnevmens 13 13 No reply is received from Issues reported to DeviceAnywhere SUPPOMt ccceeeee eee eee teen ence eeeeeeeeeees 14 Revision 1 5 DeviceAnywhere Confidential Table of Contents 3 DeviceAnywhere Troubleshooting Guide DeviceAnywhere Troubleshooting Guide The DeviceAnywhere Troubleshooting Guide describes problems that you may encounter while using DeviceAnywhere Studio and provides detailed troubleshooting procedures for resolving them Each problem is separated into possible scenarios that may occur This guide covers the most commonly experienced issues If the specific issue or scenario you are experiencing is not included contact DASupport deviceanywhere com for assistance 1 DeviceAnywhere Studio doesn t install and or launch Scenario The system hangs and doesn t accept keyboard input You will receive a prompt that says Unable to connect to DeviceAnywhere Try to restart DeviceAnywhere in a few minutes If error persists contact support When your system hangs during instal
11. g Guide 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 have the root enabled Scenario The ESN for the Sprint Device is missing All Sprint devices are root enabled and set to Development mode If you require an ESN fora Sprint device send the request to DAsupport deviceanywhere com For more information the following URL provides a detailed description of Sprint errors http www sprintusers com forum archive index php t 38328 html 3 2 Sprint Nextel Sprint supports a website to upload applications to Nextel devices This website is the Mobile Application Manager MAM This site supports iDEN devices To Upload with the MAM In DeviceAnywhere Studio click Menu to open the device menu Navigate to the URL entry field on the device Enter https mam cellmania com mam login do Click Login Log on to the site by entering the User ID MobileComplete case sensitive Enter the Password 2006Blue case sensitive Navigate down to the Application Library Select Upload Application to upload the Jad and Jar files of the applications on to MAM The application will then populate the Application Library 9 Assign the application to the phones by clicking on Assign to Phones Make sure to select your target device The application will then download to the device on Oo a F WO N
12. lation or launch it means your system was unable to con nect to the DeviceAnywhere server on port 443 This port is used for communication between the Access server and DeviceAnywhere Studio client A Make sure your network connection is in operation B Make sure the deviceanywhere com website is white listed in firewall or proxy server settings to open the firewall This usually includes opening port 443 for all traffic and possibly whitelist ing the deviceanywhere com domain Note There is a known incompatibility with Bluecoat proxy servers In order to use DeviceAnywhere your IT team needs to go into 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 Contact DASupport deviceanywhere com for further information on resolving this issue 4 DeviceAnywhere Trouble DeviceAnywhere Confidential Revision 1 5 shooting Guide g DeviceAnywhere by Mobile Complete DeviceAnywhere Troubleshooting Guide 2 DeviceAnywhere Studio Installation or Launch is Slow Scenario DeviceAnywhere Studio installation or launch takes more than ten minutes to complete A Make sure that your computer adheres to the preferred system requirements given in Section 1 2 of the DeviceAnywhere QuickStart Guide DeviceAnywhere System Requirements e 2 GHz Pentium 4 dual core processor 1024 MB RAM 1GB RAM
13. n 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 DAsupport deviceanywhere com Mobile Complete Inc 1730 South Amphlett Blvd STE 300 San Mateo CA 94402 USA g DeviceAnywhere by Mobile Complete DeviceAnywhere QuickStart Guide Table of Contents 1 DeviceAnywhere Studio doesn t install and or launch 4 2 DeviceAnywhere Studio Installation or Launch is Slow 5 3 Downloading an application non BREW to a DeviceAnywhere handset fails cccceceseeesseeeeeeeeeeeaeees 5 3 1 SPM isaer aaa n a A E EE ewan ARNEE 6 3 2 Sprint Nextel ssssssrrrrrrrrrsssrrrrrrrnrrrasssttrrrrrrrnnnssrreernna 7 Bed Helio s creerii are E EE E EEE E E T A 7 3 4 All Other Carriers cccccc ccc cscceeseeeeeeesaeeeeeeensesseeeeneeeaaes 8 4 Uploading a BREW application to a DeviceAnywhere handset failS 6 sccccaensmctadaasatiietunceutncas tread aeemteneieas ce aenecatedane 8 5 The device is unable to receive calls or text messages 9 6 The device can t access a URL ccecccececeeeeseeeeeeeeee ees 9 7 The device response iS SIOW cc cecee sence e eee eeeeee
14. nt supports a website and software tool Total Uploader to upload applications to Sprint devices This site is used for CDMA phones To Upload with the Sprint Total Uploader 1 In DeviceAnywhere Studio access and Acquire the device you want to upload to 2 Go to the Sprint total uploader website http ra pcslab com upload index php 3 Upload the application and type in the phone number of the Sprint VDL device you want to download your application to 4 Click submit 5 When the device in the VDL gets the SMS notification of new file to download nav igate to the message and open it 6 Scroll down the message and click on the link in the SMS to initiate the download Scenario A message pops up indicating a 909 error while downloading to a Sprint device When you receive a 909 error when trying to download an application the particular Sprint device you are downloading to is not Root Enabled Note Sprint devices are Developer Root Enabled or Root Certificate Enabled which means they have been put into a mode where the applications you load onto the devices have access to the restricted APIs on the device This basically means the applications do not need to be signed by anything other than the standard certification available on the Sprint developer portal 6 Downloading an application DeviceAnywhere Confidential Revision 1 5 non BREW to a g DeviceAnywhere by Mobile Complete DeviceAnywhere Troubleshootin
15. ow down your typing speed to allow the device to correctly record each key C Mobile devices have a setting for predictive text This feature is also known as T9 Smartext Primary input or Abc text When text errors or double letters appear on the screen predictive text may be effecting your input In this case navigate to the Text Input settings and either set your device to regular Abc text or turn off predictive text D DeviceAnywhere handsets use hardware key mapping to enable live interaction with a device over the Internet On occasion the key mapping is incorrect If you use the three techniques above and the text input still does not display correctly then report the problem to DASup port deviceanywhere com 12 Audio fails to play Scenario When music or a multimedia file is played on the device no sounds come out of the computer speaker A Verify the operating system is Windows XP There are known incompatibilities in playing audio with other operating systems B Make sure all settings that enable audio in DeviceAnywhere Studio are turned on e Enable Audio e Turn on the Speaker e Set the sound volume to a higher setting Revision 1 5 DeviceAnywhere Confidential When text is executed on 13 the device the wrong DeviceAnywhere Troubleshooting Guide C Make sure to turn on your computer speaker and adjust the volume Validate audio on your computer by listening to music or a video on a media player 13 No reply is
16. rdware reset is used as a last resort to wake up a device since it takes more time to initialize the device than other techniques If the previous techniques don t wake up the device try hard ware reset to clear the device e Power cycle the device by pressing and holding the END key Then turn the device back on e Disconnect the battery 1 Right click the device The Device menu appears 2 Select Hardware Control 3 Select Disconnect Battery 4 Select Connect Battery 5 Press and hold the END key to turn the device back on If the device remains frozen report the problem to DASupport deviceanywhere com 10 The device screen is distorted Scenario The screen shows flicker static or screen shift Try hardware reset techniques to clear the device e Power cycle the device by pressing and holding the END key Then turn the device back on e Disconnect the battery 1 Right click the device The Device menu appears 2 Select Hardware Control 3 Select Disconnect Battery 4 Select Connect Battery 5 Press and hold the END key to turn the device back on If screen distortion persists report the problem to DASupport deviceanywhere com 12 The device screen is dis DeviceAnywhere Confidential Revision 1 5 torted g DeviceAnywhere by Mobile Complete DeviceAnywhere Troubleshooting Guide 11 When text is executed on the device the wrong characters appear on the screen Scenario The text on the screen doesn
17. s for BREW devices can only be uploaded through a data cable DeviceAnywhere has created an integration with BREW within DeviceAnywhere Studio to upload applications To upload a BREW application to a device do the following In DeviceAnywhere Studio right click on the device The Device menu is displayed Select Hardware Control Select Connect Data Cable This action initiates the data cable of the device Right click on the device The Device menu is displayed Select BREW Select Upload Application The Upload BREW application dialog box appears Enter the name of the application to be uploaded case sensitive Select the local directory for all the application files when prompted When the Uploading BREW application screen shows the BREW file has uploaded successfully click close to dismiss the screen 10 Now hold the power button for 5 10 seconds until the phone powers off 11 Then wait 5 seconds and power on the device by holding down the power button for 5 10 seconds O On OD a FF WO ND Note Ensure that the name of your application corresponds to your mif file Scenario A message pops up with the error message SIG file error Unable to load applications 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 yo
18. ur 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 8 Uploading a BREW applica DeviceAnywhere Confidential Revision 1 5 tion to a DeviceAnywhere g DeviceAnywhere by Mobile Complete DeviceAnywhere Troubleshooting Guide To obtain a SIG file follow these steps 1 Go to the BREW 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
19. vices not listed refer to the device s User Manual Table 1 1 Device Unlock Sequence Device Unlock Key Sequence BlackBerry models Press and then Send BlackBerry 9000 Bold Power End HTC G1 Press Select Menu HTC Diamond Power HTC 8925 Tilt Touch Unlock iPhone 3G Power INQ INQ1 SoftL Select Nokia 6600 Slide Press Select Palm models Press Power and the middle navigation key Palm Treo 850 Select Sagem My519X SoftL Samsung Instinct Hold the Shift key on your keyboard and press the Power button on the device Samsung SGH T119 SoftL SoftL Sanyo SPC 2700 Space Back Sony Ericsson X1 XPERIA Power End Sony Ericsson C702 SoftR Revision 1 5 DeviceAnywhere Confidential The device appears frozen 11 DeviceAnywhere Troubleshooting Guide B Device has entered sleep mode Many handsets go into a sleep mode after extended periods of no use the screen will be blank If you acquire a DeviceAnywhere handset and the device s screen is blank pressing either the POWER key or the END key will typically wake up the device If the device is a smart phone or touchscreen device you must further unlock the keyboard for input by pressing the appropriate key sequence for the device as described above C Wake up the device with hardware reset Ha
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