Knowledgebase
(606)NotifyLink Enterprise Server
(138)NotifyLink Device Apps
(348)NotifyLink ActiveSync Solution
(8)NotifyLink Web Server
(19)NotifyLink Database Component
(1)NotifyLink Multi-Tenant Edition
(4)NotifyLink On Demand
(4)Sales
(2)NotifySCM
(2)NotifyLink Patch Installer
(47)NotifyMDM Server
(110)NotifyMDM Device
Some BlackBerry devices running certain builds of version 4.2.1.x of
the Blackberry OS prevent NotifyLink from adding these menu items to
the Address Book. Solution/Workaround:Update your device to the newest available device software available from yo...
Problem: I’m receiving a ‘403 HTTP Forbidden error’ when I try to register, or do a GET/SEND on my Blackberry device. Cause:
This is usually caused by a firewall setting on the device. Even if
your firewall says disabled it may have an advanced setting...
BLACKBERRY:
When installing NotifyLink on the Blackberry Storm you may receive the
following error message when you select the link:
"Install / Upgrade for devices with BlackBerry OS v4.0.2 and later".
You must use the Internet Browser on your Blac...
BlackBerry:
1.) DataViz's _Documents To Go®_ application launches in the
background, when opening Microsoft Office documents directly from
_NotifyLink_. This is a limitation of the DataViz software.
WORKAROUND: Use the application switcher (ALT + BACK)...
When retrieving an attachment on a T-Mobile Blackberry, a 502 Bad
Gateway error may pop up on the device. If this happens, change the
Network Preference to either Blackberry or TCP. To change the Network Preference, you will do the following: 1. Go in...
The
easiest way to un-register a Blackberry device is on the device itself
inside NotifyLink(Email). Click on the scroll wheel and go to Account
Settings, then click on the scroll wheel again and select Delete
Account from the menu. Another way that...
Problem:
On my BlackBerry I do not see an option to delete old calendar
entries. Other users can go under the Calendar and go into Options and
they see "Keep Appointments" and are able to set a value ...
BlackBerry: Problem: I am trying to use the Native Attachment support available with NotifyLink 4.6 server and 4.6.3 NotifyLink for Blackberry device client with a 4.5 or higher OS. Some of the Office attachments will work, but others will not. Solution...
Issue:
When registering a BlackBerry device against _NotifyLink_ or
_NotifySync_, a dialog appears prompting you to accept a certificate.
This will prevent completion of your registration until you properly
accept the certificate.
To Accept the Certi...
BlackBerry:Behavior: When checking for updates using the Notify BlackBerry Installer, the message, "Service Record Not Found" displays. Cause: NotifySync is attempting to use the default BIS network connection, but your device is not provisione...
BLACKBERRY:
Problem: 2 calendars now appear on the Blackberry device after
adding a BIS account. NotifyLink is only capable of syncing with 1
calendar on the device so changes may not be working properly.
Solution: In Blackberry OS 4.6 or higher ...
BlackBerry:
Problem:
When downloading the NotifyLink client on your BlackBerry, you receive
a 403 forbidden error.
Solution:
Go to browser on device and select the menu button.
From the Menu button, select Options.
The top field will be '(your carr...
BLACKBERRY:
To add a contact to a certain address book on the blackberry you first
have to be running OS version 4.1 and above and NotifyLink client
4.0.3.00 and above.
1) To do this you will go to the Address Book on the main screen,
bring up the m...
RESOLVED: This issue is resolved in _NotifyLink for BlackBerry
_version 4.7.6
There is an issue with BlackBerry devices where DST is set to begin
the last Saturday of February and to end the last Saturday in
September. The actual DST period begins the l...
BlackBerry:Problem: All Day Events are not showing when I am in the daily view for the calendar. Solution: Switch the view to Agenda View. To change the view in the calendar click in on the scroll wheel -> select view agenda. This is currently a kno...
BlackBerry: Both NotifySync and NotifyLink use the same technologies with respect
to downloading and viewing native attachments and therefore this
document applies equally to both products. Behavior Attachments
can be downloaded to the device but th...
BlackBerry: NLES version: 4.5.x and older Files generated from Microsoft
Office 2007 applications are not supported and therefore are not
available for viewing on BlackBerry devices. Filenames from
Office 2007 include extensions which are based on...
This issue applies to the BlackBerry Torch running _NotifyLink for
BlackBerry_ version 4.7.x or NotifySync version 4.8.x.
When using the virtual keyboard, email address may not auto-fill until
a dot "." is entered or when the 'space' is used as a shortc...
PROBLEM: How do I backup the data on my BlackBerry device?
SOLUTION: You will need to install the BlackBerry desktop software and
have a data cable to connect the device to a PC. You need the correct
Desktop software version for the version you have on ...
BLACKBERRY:
1. If the BlackBerry device is charging through the USB port attached
to a computer
it will not charge unless you have the USBdriver for the BlackBerry
device
installed on the PC. The usb driver is installed with the BlackBerry
Desktop Softw...
PROBLEM
Making a change to the first and/or last name of an address book
contact in the server-side account does not propagate properly to the
BlackBerry address book.
EXPLANATION
There is a bug in the BlackBerry Contact API in the BlackBerry
Operating...
BlackBerry:
There is no configuration needed within the NotifyLink application to
switch the language of the application. When changing the language in
the device settings ( Options -> Language ), the NotifyLink
application will automatically begin to us...
Problem:
My BlackBerry is prompting for the keystore password. Why is it
prompting and what am i supposed to enter?
Answer:
There are several reasons why the device might prompt for the keystore
password. This usually occurs because the device is attempt...
Devices that have interfaced with a BlackBerry Enterprise Server (BES)
prior to being used with a NotifyLink Enterprise Server need to be
returned to the default (or blank) BES IT Policy set before they can
be used with Notify Technology Corporation softw...
BLACKBERRY:
ISSUE: On BlackBerry devices with OS 4.2.1 and later, users must
allow the NotifyLink application access to the phone logs to avoid
seeing a prompt each time NotifyLink attempts to establish a
connection.
APPLICABLE DEVICES TO DATE: 8800
B...
BLACKBERRY:
ISSUE:
If the BlackBerry (BIS) network setting is used in the NotifyLink
application on BlackBerry devices the NotifyLink client is not able to
connect to the NotifyLink server if Secure Sockets Layer (SSL) is
used.
BACKGROUND:
...
KNOWN ISSUES
There are several known issues with the performance of wireless
operating system updates on BlackBerry devices.
A. DATA LOSS. Due to a device limitation, loss of data - not just
_NotifyLink_ data - has been known to occur when performing ...
BlackBerry OS versions newer than 4.5 can open .vcf version 2.1
files. They cannot open newer .vcf file versions, including 3.0.
BlackBerry OS versions 4.5 and below cannot open .vcf files.
BLACKBERRY:
Before you begin setting up the NotifyLink service, please take time
to review the following guides. They will help your installation
process as well as using the service.
NotifyLink Client Documentation Installing the NotifyLink Client vi...
BLACKBERRY:
Problem:
Using the BlackBerry 4.6 OS on a BlackBerry device, the device
occasionally will throw the error:
"Service Record Not Available"
Solution:
A change has been implemented to the new 4.6 OS that disables the BIS
service book when data...
BlackBerry: Q:How do I bring service books down to the device? A: 1. From the home screen go into options. ( This is usually a wrench or gears icon) 2. Select advanced options from the options menu. 3. Select host routing table. 4.
In the host routing...
BLACKBERRY:
Problem:
After setting up NotifyLink on a 4.3 OS BlackBerry device or higher, a
personal email account has also been added. Since adding the personal
BIS email account, the NotifyLink calendar is not syncing properly.
Answer:
The 4.3 and...
BLACKBERRY:
Yes, with our new BlackBerry client software version 4.0.3, you have
the option to add an "Unsent Email" notification within the Profiles
application that allows you to configure an alert to be played if
there is an error sending a message i...
CLEARING BLACKBERRY DEVICE DATABASES
1. Hook the device up to the USB cable (or cradle)
2. Open "Desktop Manager" software
3. Select "Backup and Restore"
4. Click the "Advanced" button
5. You will see a list of databases on the right.
6. Select...
BlackBerry: Issue: Depending on the complexity of each
page and the number of pages of a .pdf file, it may not be possible to
download it. This is due to Dynoplex failing to convert the .pdf
attachment on the server before sending it to the device. S...
TCP is a
supported network setting for BlackBerry devices running a 4.1 OS and a
minimum of 16 MB of memory. Some carriers will require that the APN be
assigned a specific username and password. To configure this, open the
Options menu and select TC...
BLACKBERRY:
ISSUE: After installing the NotifyLink client for BlackBerry's from
the website (OTA), user cannot view the contents of an email.
SOLUTION: Perform the client install from the web again (OTA), and
only select the Dynoplex/eFile viewers. A...
BlackBerry: Issue: If you send .pptx, .docx or .xlsx
files to your Blackberry device, they can be downloaded but may have
garbled text in them, if the Office 2007 Compatability Pack has not
been installed . Solution: If the
text appears garbled, it...
BlackBerry: Issue: If Microsoft Office versions 2000 or
XP have been installed on the server, DynoPlex conversions do not work
correctly for 2007 file formats (docx, xlsx, pptx) even if the file
format 2007 Compatibility Pack is installed. Solution: ...
During the BlackBerry registration process, NotifyLink gives you the
option of performing OTA (over the air) loads for PIM data,
consisting
of calendar, contacts, and tasks. If the BlackBerry has existing PIM
data NotifyLink won't delete this data prio...
BlackBerry:
Normally, Email stored in the device's Address Book or Frequent Emails
list can be used to automatically populate a recipient field while
composing an Email. When _Auto Complete_ is enabled in the _NotifyLink
Email Settings,_ the address auto...
BLACKBERRY:
If Technical Support has requested a high level SD Card Log or Event
Log from your Blackberry device, adjust the logging settings by
following these steps.
1. Go to the _LOG SETTINGS_ option from the PREFERENCES screen.
a. Note: If...
BLACKBERRY:
When changing the language on a device the NotifyLink Device client is
installed, some items may not be translated to the new language
immediately and some may not be translated at all. Rebooting the
device will allow translation of approxim...
BLACKBERRY:
Errors seen when registering or syncing on a BlackBerry:
1. "net.rim.devce...wap.http"
** This error may mean either the incorrect network setting is chosen
on the phone or the phone is out of data coverage. The device may not
have coverag...
When installing NotifyLink on a BlackBerry 9900 running OS 7.0, an
error message has been occasionally observed before the installation
is completed. The error reads, "An error occurred while starting
NotifyLink. The application has been terminated."
Th...
Problem:
When using Dynoplex conversion for Blackberry attachments certain
Excel attachments are throwing the following error:
Uncaught Exception 0 >= 0
Solution:
This error is a result of the version of the Dynoplex software that
NotifyLink is currentl...
Problem: When using Dynoplex conversion for Blackberry attachments certain Excel attachments are throwing the following error: Uncaught Exception 0 >= 0 Solution: This error is a result of the version of the Dynoplex software that NotifyLink is curr...
For any existing customer that is _considering adding NotifyMDM to
work along with their existing NotifyLink_ OnPremise server here are
some things to consider.
_ NotifyMDM_ may be used in conjunction with the _NotifyLink_ product.
The _NotifyLink_ serv...
BlackBerry:Problem: In the NotifyLink admin console under User Administration -> User IT Policies -> Security, I hit the "Clear Device", "Remove Mailbox", or "Prompt for Password" buttons and now the device is prompti...
BlackBerry:Hiding/Moving the NotifyLink Upgrade icon on a Blackberry. To hide the NotifyLink Upgrade icon on a Blackberry: 1) Scroll over top the NotifyLink Upgrade icon. 2) Hold down the control (Ctrl) button and click in the (top) scroll wheel b...
Actually,
The default volume for alert tones in the "Profiles" application is
"Mute". Alert tones will not be played until the user enters the
"Profiles" application and sets the volume to be non-mute. To do this on th...
How can I view the event log on my BlackBerry Phone To
view the event log on the device, hold down the alt key and type "lglg"
(without the quotes). All events logged for our application will start
with "NotifyLink" in the list.
...
To remove your BIS account from your Blackberry device you simply need to remove the account from the Carrier's BIS web site. For all North American provider's BIS site, you can select your carrier at the bottom of the following link: http://na.blackbe...
BlackBerry: DynoPlex applications do not support the rendering of .html files. The NotifyLink DynoPlex Administration page, however, provides a workaround that is not officially supported by the DynoPlex applications. From the NotifyLink Administrative ...
NotifyLink for BlackBerry v4.7 preferences (Email Settings) may be configured to request email from the server in HTML format. The server, however, will determine the actual format in which the message displays.Known HTML limitations are as follows:1. La...
Several BlackBerry Bold devices run extremely slow when attempting to
synchronize HTML formatted email messages.
It is therefore recommended that users of this model disable the HTML
option.
From the _GO!NotifyLink_ or _GO!NotifySync PREFERENCES _menu, ...
BLACKBERRY:
Question: I can't send from my BlackBerry even though my PIN number
matches within my Client Console Web Page. Also, these e-mails have
made it through my outbox and into my send items folder.
Answer: We've found sometimes that even tho...
BlackBerry:Our Over-The-Air installation guide for Blackberry device can be found here: http://help.notify.net/TechDocs/device/BBP/UserGuide/NetHelp/
BlackBerry:Upgrading using your BlackBerry Device (over-the-air) You can upgrade your Documents To Go software directly from your device (over-the-air) without having to install software on your computer and connect via USB. You are required to register...
BlackBerry:Problem: On blackberry devices that are running the 4.2.x system software and above ( BB 8100 series, 8800 series & 8300 series). After installing the NotifyLink client software using the OTA (Over The Air) method, the device will reboot bu...
Problem: After performing the wireless OS update on a BlackBerry
device, it is now returning the following error:
Java.lang.illigalStateException:
HWPMessaging.getNum
UnreadMessages: URL not created
RetrieveThread.run()
Solution:
1. Toggl...
If you are unable to accept the EULA in order to complete the download
of the NotifyLink for BlackBerry app, chances are that JavaScript is
disabled on the device.
Follow the steps below to enable JavaScript:
1. Open the BlackBerry Internet browser an...
There are several mail servers platforms where we have observed that
HTML messages sent from the web mail client do not include the
character set encoding information.
These mail servers are:
-CommuniGate Pro Web Mail
-Mirapoint Web Mail
GO!Not...
BlackBerry: Behavior Messages in the message list become garbled and
the text associated with the sender and/or the subject are mangled and
possibly unreadable. The items in the message view screen when viewing
a message also are garbled and the text...
If your device was registered with a BES server, please ask your BES
admin to send a blank IT policy to your BlackBerry Phone. This will
remove any unknown restrictions which may prohibit you using the
NotifyLink service.
If your BES administrator wishe...
BlackBerry:Moving the NotifyLink application from the "Application" menu to the main menu screen of the Blackberry. To get to the Notify application on Blackberry (7100, 8100 and 8700 series), I have to go from the main screen ->Applications...
This issue affects users running BlackBerry OS 5.0+. Behavior: In an HMTL message, when scrolling down to the message content and then back to to header information (attachments, recipients, etc.), the HTML container does not relinquish navigation focu...
BlackBerry: Behavior After applying a wireless device software update
available from your carrier, NotifyLink automatic synchronization
ceases and manual synchronization results in an error message
indicating that the account cannot be synchronized. ...
BlackBerry:NotifyLink for BlackBerry Phone Install - v4.5.1.0 and higher Some versions of the BlackBerry Internet Browser contain a bug that may result in failed installation attempts. Device models known to exhibit the bug include 8100 (Pearl), 8700, 88...
Issue: I can no longer input my authentication password after completing the OS update provided by the carrier for a Storm 2 device. When I attempt to type it in, the device says "field is full." Solution: There are two possible solutions to...
BlackBerry:
Behavior
A PIM Load issued for a specific PIM type completes successfully but
one or more items within the load fails to save to the device. The PIM
Load Summary that is saved to the Inbox indicates that only a portion
of the total items wer...
BlackBerry: Question: I have a user who has the number "1" and a red "X" at the
top of his Notify e-mail application screen. He said it recently
appeared but he is not sure what he did before it appeared. What do
they mean? Answe...
BlackBerry: 1. Reminder notes are added to the device calendar as an All Day Event. 2. Reminder Notes are only supported when the GroupWise Client on the NotifyLink server is v6.5.1 or higher. 3. Reminder Notes cannot be created on the device, only loa...
BlackBerry:NOTE: This article does not apply to sites running NLES v4.5.0. The behavior for synchronizing Reminder Notes has been changed such that Reminder Notes will remain as Reminder Notes regardless of what has been changed on the device. Problem: I...
Issue
User has an IT Policy in place on their Blackberry device that is
preventing NotifyLink from processing properly
SOLUTION
Perform item #4, (BlackBerryResetToFactory.bat) in Knowledge Base
article 709 to remove the IT Policy.
http://support.notify...
BlackBerry:NOTE: This article does not apply to sites running NLES v4.5.0 and device client v4.5.0 and later. Reply To is synchronized to the device and displayed when issuing a reply. If you are using a BlackBerry and receive an email notification from ...
BlackBerry:BehaviorA security dialog related to an IT Policyviolation is displayed at every Get/Send. You are required to dismissthe dialog in order to complete a Get/Send cycle.Error MessageTheapplication has attempted to open a connection to a location ...
BlackBerry:Issue: My blackberry battery life is short and needs recharged often, what can I do? Resolve: Set the Scheduled push setting at a larger interval. Follow the directions below to reset your “Poll” settings. 1. Enter the NotifyLink application...
Some mail servers only include the character set encoding
information for an email message in the MIME portion and not in the
HTML itself. Because GO!NotifyLink does not send the MIME portion to
the device, an HTML message sent from this type of server...
BLACKBERRY:
Problem:
I am provisioned for data on my Blackberry but I do not have a web
browser on my device.
Solution:
The browser should be installed on a device once it is provisioned
with the carrier. If your device does not have a web browser ...
Issue: This issue has been observed on NotifyLink Blackberry devices running OS 5.0 when composing a reply. If you leave the composition area to scroll through and reference the original message, the device will not allow you to resume typing the reply....
When the GO!NotifyLink _Notification Format Rule_ for including a
_List of Recipients_ in emails synchronized to the device is disabled,
the user has no way of editing original recipients when composing a
reply/reply all message.
Therefore, even whe...
Issue:
This issue has been observed on GO!NotifyLink BlackBerry devices
running OS 5.0 when composing a reply. If you leave the composition
area to add a recipient, the device only displays the first line of
the reply you are composing. You can see th...
BlackBerry:When the NotifyLink client is upgraded on a Blackberry device with a 4.2 OS or above, the device will be prompted each time an existing module is overwritten during the upgrade process. Due to the large number of modules that would be overwrit...
Problem: A Blackberry user is receiving the following messages on their device. This
message is used to carry data between the BlackBerry handheld and an
associated server. Please do not delete, move or respond to this
message - it will be processed ...
EXAMPLES OF PERSONAL EMAIL ACCOUNTS ARE GMAIL, AOL, YAHOO,
EARTHLINK, ETC. (REFERRED TO AS A BIS ACCOUNT SINCE THEY UTILIZE THE
BLACKBERRY INTERNET SERVICE)
USING A PERSONAL EMAIL ACCOUNT ALONG WITH YOUR _GO!NOTIFYLINK_ OR
_GO!NOTIFYSYNC_ ACCOUNT IS...
BlackBerry:
Download the bb_javaloader_tools.zip from the following link:
http://ota.notifysync.com/install/bb/bb_javaloader_tools.zip [1]
Instructions
* Download and extract the zip file available in this article into a
directory on your har...
BlackBerry:Device application format rendering (use of Dynoplex attachment viewers): Only the text in a PDF document can be viewed on a Blackberry device. If the PDF has an image in it, the image is stripped out. Scanned PDF documents can't be viewed at ...
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