DataSplice Releases Mobile Integration Suite 3.0
Hardware Technical Support
This document provides steps to troubleshoot your handheld device purchased through DataSplice.
General Hardware issues
- My mobile device was turned on until the battery was completely drained of its charge. When I charged it, some of the programs that I had on the device are gone. Where did they go, and how can I get them back?
- First, it is important to examine the different types of storage used on mobile devices. Most mobile devices provide two types of storage – volatile and non-volatile. Information that is stored on the device’s battery is volatile. That is, when it loses its charge completely, the information is lost. This is an analogous comparison to RAM on a computer. Many devices also contain non-volatile storage. This may be in the form of an external SD or Compact Flash card, or it may be built into the device itself. Non-volatile storage is able to endure events in which the device loses its entire battery charge. Non-volatile storage can be compared to a hard drive in a desktop PC. Even if the computer loses power, the data on the hard drive is retained.
If a program was installed to the volatile storage area of the device, it will be gone when the device loses its charge. If a program was installed to the non-volatile storage area of the device, it will still be on the device if it loses its charge. Some of the shortcuts related to the program, however, will still be lost. This is because shortcuts are stored in device memory, which is volatile storage. For example, let’s assume that you have the DataSplice Remote Client installed on an SD card, with a shortcut in the Programs menu so you can easily launch the application. At some point in time, the device completely loses its charge. When you charge it back up, it will appear that the program is no longer on the device if you look in the Programs menu. This is because the shortcut was in volatile memory. If you browse to the SD card folder, you can see that the program files are actually still on the device. Only the shortcut needs to be recreated to give you the same program behavior that you had prior to the device losing its charge.
- My handheld device has been damaged. Is it still under warranty?
Each device carries different warranties and support options. Please email our support department or call 800-377-1974 ext 1730 for technical support. We ask that you are able to provide us with:
- Your company name and location
- Your name, shipping address, phone number and email
- The manufacturer and model of your device (ie, Intermec 700)
- The device serial number
- If possible, your customer contract number (optional)
- A brief description of the problem.
We will help troubleshoot the problem, and if necessary, issue an RMA instructions. Each device is different, so please do not send your device back to DataSplice without contacting us for an RMA. Many times, we are able to fix the problem over the phone.
- When I tap the screen with the stylus, the mobile device is interpreting the cursor at a slightly different location, so it is difficult to select items and enter text accurately from the software input keyboard panel.
- The screen needs to be realigned. On most Windows Mobile devices, this can be accomplished by choosing
Start > Settings > System tab > Screen > Align Screen.
On Windows CE devices, the screen alignment location may vary. A common location is
Start > Settings > Control Panel > Stylus > Calibration tab > Recalibrate.
- I am having difficulty accessing the wireless network at my location with my mobile device. How do I set this up?
- This is a common problem. Because there are so many different potential network configurations, there are no one set of steps for configuring a mobile device to access the wireless network at your location. For best results, consult your network administrators and the documentation that is provided by the manufacturer of your mobile device.
- How can I see what programs or tasks are currently running in memory on the device?
- On Windows Mobile devices, click
Start > Settings > System tab > Memory > Running Programs tab.
On Windows CE devices, the key combination to launch Task Manager may vary. On many devices, it is a combination of the ALT + TAB keys. On some other common devices, it involves pressing the FUNCTION + CTRL keys and then clicking the Start button. On either of these device types, when the running programs are displayed, they can be selected and stopped to release them from the device’s memory.
- How do I install the DataSplice Remote Client on my mobile device?
- There are two separate methods of installing the DataSplice Remote Client onto a mobile device. If the provisioning service has been purchased, you can use Windmill to install the DataSplice Remote Client and all associated packages. Details regarding the installation process are available in the Windmill guide. If the provisioning service has not been purchased, the DataSplice Remote Client and all associated packages can be manually installed. Details regarding the process of manually installing the DataSplice Remote Client and the associated packages can be found in the DataSplice installation manual. Please note that if the version being installed is DataSplice 3.0, additional packages need to be installed (such as SQL CE), as detailed in the manual.
- I have already diagnosed the problem (such as damaged case or broken keys)
- We would still ask that you call or email us with the above information, so we can route your repair/replacement request to the correct manufacturer. You will need an RMA before you are able to send back the device.Note: We strive to solve your hardware and software issues as quickly as possible. We encourage you to call us at 800-377-1974 ext 1730 to help with your technical issues.
Pocket PC Operating System Upgrade
- How do I upgrade the operating system on my Pocket PC mobile device?
- To perform an operating system upgrade, you will need to obtain the necessary files from your device manufacturer. You may be able to obtain the files on CD or through a download. Please contact your handheld device manufacturer for more information.
Once you have the necessary upgrade files, be sure to follow the instructions carefully when performing the upgrade. In most cases, your manufacturer will provide you with instructions for upgrading the device.
If you are still having problems, please contact our support department at 800-377-1974 ext 1730, or email our support department
Device-specific Issues
Symbol
- I have a Symbol device with a built-in barcode scanner. When I try to use the scanner, nothing happens. How do I get the barcode scanner to work?
- Most Symbol devices that come with a built-in barcode scanner need the scanning software to be manually installed on the device. Depending on the device model and operating system version, the software required is called either ScanWedge or DataWedge.
These applications may be found on a CD accompanying the device. For detailed manual installation instructions, refer to the accompanying documentation provided with the mobile device.
This software is pre-installed on hardware purchased from DataSplice.
Intermec
- I have an Intermec device running Windows Mobile. Is there a way I can gather information about my current network settings, such as IP address, signal strength at my current location, etc.?
- A program is provided for just such information on most Intermec devices running Windows Mobile. The program is called CORE. In some cases, the CORE program will be in the programs menu by default. Thus, it can be launched by clicking
Start > Programs > CORE.
If the CORE application does not appear in the Programs menu, it may still be shipped on the device and simply needs to be initialized. In such cases, click
Start > Programs > File Explorer.
In the File Explorer window, select *‘My Device’ from the drop-down at the top to browse to the root directory. Then browse to ‘Flash File Store\Apps\CORE’ and click the ‘CORE’* file with the green circular icon. If prompted to select a module, choose the one that corresponds to your network adaptor, such as Intermec 802.11.
- I have an Intermec 700 color series device running Windows Mobile. How can I configure certain applications to launch automatically when the device boots up?
- A file named autouser.dat needs to be created. It is generally preferable to create this file on a desktop PC and then copy it over to the device via ActiveSync when it is finished. This file contains the commands to execute the desired applications. For example, to configure the CORE application to launch automatically, the following entry should be placed in the autouser.dat file:
Run \Flash File Store\apps\core\core.exe
Once the file has been created and saved, it can be copied over to the device. It should be copied into the My Device\Flash File Store\2577 folder.Important: If you also have a 2577 folder on a loaded SD card in the device, you will want to copy the same autouser.dat file into that folder on the SD card as well. If you do not copy it here as well, it will not work correctly. If a 2577 folder exists on the SD card, it supersedes the 2577 folder in the Flash File Store folder location.
- The backlight on my Intermec 700 color series device does not want to turn on, even when I tap the screen with the stylus and/or press a button on the hardware keypad.
- Some options to try to turn on the backlight are as follows:
- Put the device in an externally-powered cradle.
- Warm boot the device by holding down the power button for 5-10 seconds. When the device boots up, the backlight should come on.
- Hold down the solid orange button on the hardware keypad and simultaneously press the key with a small light icon. Depending on the device keypad configuration, this key may vary. Typically, it is the key for the number 3. This key combination is designed to explicitly toggle the backlight off and on.
- Verify the backlight settings by clicking Start > Settings > System tab > Backlight. Notice that there are different tabs to affect the behavior when the device is on battery power versus when it is on external power. The settings specified here will affect the backlight's behavior when in the given power scenario. For example, you will most likely want to enable the Turn on backlight when a button is pressed setting.
Sprint
- How do I configure my Sprint 6700 for wireless network connectivity?
- The Sprint 6700 devices feature Windows Mobile 5.0 and should automatically be able to access the Sprint wireless data network. If the device is not connected to the network, by simply opening Internet Explorer
Start > Internet Explorer and browsing to a website should automatically establish a connection on the network.
You also may be able to establish the connection by clicking the connection icon at the top of the Today screen and clicking the #777 link. If the device continues to have difficulty accessing the Sprint wireless data network, it may be necessary to contact Sprint directly to ensure the device is provisioned correctly for access to the data network.
More Information
- Which is the right handheld for my application
- Visit the Recommended Handhelds section for mobile computing options that are compatible with the DataSplice Mobile Integration Suite
Last modified 2007-03-16 11:51 AM
