GENERAL
- Do you have a link to the user guides?
- I am getting a message that I need to upgrade my Yahoo, what do I
do?
- Do you offer an over-the-air installation?
- I am a Blackberry user, and I am getting a "Cannot connect to server" error, What do I do to make it connect?
- Why should I register for the WebMessenger IM service?
- I just installed WebMessenger on my device, but can’t see my contact list.
- Do I need to download the WebMessenger Instant
Messenger for desktop software?
- How do I add buddies to my Buddylist?
- How do I add buddies from third party messengers?
- How can I back up history and move it to another computer with WebMessenger?
- Can our company purchase and install the WMP server behind our firewall?
- How can I purchase any of your services/products?
- I had the IM application working great, but today I started getting the message "cannot establish connection". What should I do?
- The link in the email does not allow for an over-the-air installation on my BlackBerry.
- Do you support multiple IM accounts per IM network?
- How do I change my credit card on record?
- How do I get the latest version of the software?
- I cannot purchase your software with a credit card. Can you process an invoice?
- How do I find out if my device is a Windows Mobile Smartphone or Windows
Mobile Pocket PC?
- We have the enterprise version of the WebMessenger
server, how can I reset my user name/password?
- How can I get the log from my device so that you can
pinpoint my problem?
- I have AOL buddies which are online, but I see them
offline even after subscribing for these buddies.
- Can you retrieve my WebMessenger account?
- I cannot login with my user name and password –
the message always says “wrong user name or password”
- I cannot find your user guide.
- I have a J2ME/Symbian phone and I keep on getting “Communication Error probably
wrong server"”
- How do I get a logfile with Java Exception Errors?
Q: Do you have a link to the user guides?
The links to the user guides are below:
Mobile
IM for Blackberry,
Mobile IM
for Windows Mobile,
Mobile IM
for Palm ,
Message
Alerts Q: I am getting a message that I need to upgrade my Yahoo, what do I
do? The version you are running will be OK to use until April 1st. We are working on a new release which addresses this problem. When it is ready we will update the FAQ with information about it.
Q: Do you offer an over-the-air installation?
The link you receive in our installation e-mail is valid for both: desktop installation and over-the-air installation; depends where you click on it from. It recognizes the device and proceeds with one of the 2 types of installation.
Q: Why should I register for the WebMessenger IM service?
A trial registration or purchase of our IM services generates a
WebMessenger account based on the email address you have entered. In
some cases you may need to create a WebMessenger user name and password
to use the IM service. Both can be created
when you register at
http://www.webmessenger.com/downloads/register.htm
Q: I just installed WebMessenger on my device, but can’t see my contact list.
Make sure you have entered correctly the credentials (user name and password) for the IM networks you intend to use. You can double check that in IM Networks from your device. Then connect with WebMessenger, position/highlight the IM Network for which you want to import your contacts, and click on Import Buddy List from the menu. Your contact will be imported and you will see their presence status.
Q: Do I need to download the WebMessenger Instant
Messenger desktop software?
The desktop client is not required for using the WebMessenger Mobile IM
clients. It does however allow you to access all of your buddies across
all of your networks just as you can from the mobile client software.
Additionally, the desktop client allows you to manage your mobile buddy
list, in case you would prefer to have only certain buddies appear on
your mobile client.
Q:
How do I add buddies to my Buddylist?
In order to add buddies to your Buddylist right-click anywhere in the
Buddylist window and select Add Buddy. On the Add Buddies screen select
the default group name or create a new group for your Buddy. Then enter
the Buddy name in the Name field. If you want to see that Buddy with
different name, type Display Name in Display Name field. If you do not
enter anything in Display Name field, Buddy name and Display name will
be the same. Select Apply or OK in order to complete the process.
Q: How do I add buddies from third party
messengers?
(1)Select Add Buddy from the menu, (2) choose the group you want
to add the buddy to or create a new group, (3) select the IM Network
your buddy is with (AOL, MSN…), (4) Type the buddy’s user name and
display name. Display name by default is the user name.
Make sure that MSN buddies have their full user name, with the domain
name included:
msnusername@msn.com or
msnusername@hotmail.com
Please make sure that you enter only the username from your Yahoo
account, not the yahoo email address. For example enter only “johnt”,
not johnt@yahoo.com
Q:
How can I back up history and move it to another computer with
WebMessenger?
Message history is organized as a MDB file in History subdirectory. To
keep your message history consistent you can rename and copy this file
on another machine and merge it with the existing one using MS Access.
Q:
Can our company purchase and install the WMP server behind our firewall?
Yes, please register for the enterprise server trial at
https://www.webmessenger.com/downloads/trialdownload_dev_old.jsp?device=IBMDEMO
Q:
How can I purchase any of your services/products?
We offer a variety of services. Download the product/service you are
interested in, install it and try it out. If you are ready to purchase,
just go the corresponding Buy button on the site you downloaded the
trial from. You can use Visa, Master Card and American Express to
complete the purchase. There is a $200 purchase minimum to qualify for
invoice payments.
Q:
I had the IM application working great, but today I started getting the
message "cannot establish connection". What should I do?
Make sure that your wireless coverage is good,
then reset the device by taking out the battery for 15 seconds and try
to connect again.
Q:
The link in the email does not allow for an over-the-air installation on my BlackBerry.
Check the browser options on your BlackBerry: if the emulation is set to Internet Explorer, change it to "BlackBerry".
Q. Do you support multiple IM accounts per IM network?
No, we support one IM network account per IM network.
Q. How do I change my credit card on
record?
Do the following:
- Go to http://www.webmessenger.com/acc/signin.jsp
- Enter your email as administrator’s user name and the password you have
created
- Go to EDIT credit card on record
- Enter your new information and click on Submit
- Your credit card information is kept secure by our merchant bank, it is
not stored in our servers or in our data centers.
Q. How do I get the latest version of the
software?
You can always download the latest version for free by clicking on
Upgrade from the product page for your device type.
Q. I cannot purchase your software with a credit card. Can you process
an invoice?
There is a $200 minimum purchase price to qualify for invoicing.
Our standard invoice payment terms are - Due upon receipt.
Q. How can I find out of my device is a Windows Mobile Smartphone or
Windows Mobile Pocket PC?
Please refer to the following Microsoft link which lists Windows
Mobile devices: http://www.microsoft.com/windowsmobile/pocketpc/phone/default.mspx
Q. We have the enterprise version of the WebMessenger
server. How can I reset my user name and/or password?Please refer to your system administrator maintaining the
WebMessenger Server.
Q. How can I get the log from my device, so you can pinpoint my problem?
Here is the procedure for obtaining the log per device model:
BlackBerry client:
-Open the IM application and select Settings from the menu.
-Select LogStore Setting and Set "Logging" option to Enabled.
-Make sure all options are checked.
-Exit the application.
-While on the ribbon (with all other application icons) type ALT-lglg
(hold the ALT or CTRL key and type "lglg" - these are the letters L G L
G).
-A debug screen will open (EventLogger) - select Options from the menu in
this screen.
Set "Min Log Level" option to "Debug Info".
-Scroll down in the window and open the menu again - select "Hide all
types".
-Filter logs to show only "WMP" and "Java Exception".
-Save the changes on exit.
-Wait for the problems to occur.
-Go back in the debug screen - ALT-lglg.
-Select "Copy Day's Contents"
-Go in the mail application, create a new email to and paste the log into
the body of the email.
-Send the email and we will take a look at the log.
Palm client:
-To enable the logs on the Palm device go to Settings / Server (you can
also select Server from the Login screen).
-Check [X] Log and select TRACE from the dropdown list.
-Login and reproduce the problem. Please note - you have to login after
you check the TRACE box in order for this change to take effect. If you
check the box while you are already logged in - it will not take an
effect until the next login.
-The diagnostic logs are created as multiple Memo Entries (see the image
below). They will not be lost if you delete the Webmessenger
application. You have two options to collect them:
- if you do not have mail software on the device – execute HotSync
operation using the Palm desktop software
- if you have mail software on the client - go into Memos on the Palm,
open the menu and select "Send Category", then select your mail
application from the next dialog that pops up. This will insert all the
memos in an email that you can send to us.
PocketPC / Windows Mobile / SmartPhone client:
-To enable the logs on the WM device go to Menu -> Preferences ->
Miscellaneous …
-Check “Enable diagnostic logs” and “Detailed logs” options. Those
options will take effect from the moment that you close the
“Miscellaneous” dialog.
-Login and reproduce the problem.
-After you reproduce the problem PLEASE CLOSE THE APPLICATION from Menu
-> Exit main menu option. You will not be able to copy the log files if
you don’t close the application.
-The diagnostic logs are created as WMPPC*.txt files in “\Application
Data\WebMessenger PPC\logs”. They will not be lost if you delete the
Webmessenger application. You can copy that files to the desktop machine
through ActiveSync or send it as attachments directly from the PPC\Smartphone
device.
-Please send ALL files by email.
-Go again to Menu -> Preferences -> Miscellaneous … and uncheck the
“Enable diagnostic logs” and “Detailed logs” options. If you leave them
checked the log files will consume you device storage space.
Q. I have AOL buddies which are online, but I see them
offline even after subscribing for these buddies.
If the AOL user names have a space/s, please eliminate the space/s in
their user names.
Q. Can you retrieve my WebMessenger account?
We can do that only if you have entered in it additional information
like email address, correct first and last name, etc. which would be the
base for our search. Otherwise, you can create a new account at
https://www.webmessenger.com/downloads/signup.jsp
Q. I cannot login with my user name and password
– the message always says “wrong user name or password”
Most probably you either (1) do not enter them correctly (the password
is case sensitive!) OR (2) have not created a WebMessenger account, and
you are trying to login with credentials from another public IM network
(AOL or Skype or…). You have to use either the generated account we
provide in the registration email, which user name usually corresponds
to your email address , or the account you have created at
https://www.webmessenger.com/downloads/signup.jsp
Q.I cannot find your user guide.
Go to the page you downloaded the software from and you will find the
user guide under DOCUMENTATION on the right.
Q.I have a J2ME/Symbian phone and I keep on getting “Communication Error probably
wrong server"”
Check your server settings:
server address: im.webmessenger.com
port: 9001
If it does not help, and if the connection settings on your phone can be specified separately for Java programs, specifically set Java with a new profile to connect to the internet APN rather than the WAP APN”
Q. How do I get a logfile with Java Exception Errors?
Here is how to get detailed log information for Java Exception error. This applies to both Blackberry MIM and MA clients:
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MOBILE IM FOR BlackBerry™
Q:
What is BES and MDS?
BES stands for BlackBerry™ Enterprise Server, and is the secure
corporate E-Mail integrated solution of RIM.
The BES server with a Mobile Data Service ( MDS ) extension also serves
as an entry point of the wireless traffic into the wired world. The BES
server can be bought from Research In Motion and is designed to be
deployed behind the company firewall, next to the company E-Mail
solution (Microsoft Exchange or Lotus Sametime).
Q:
I installed the application, but I cannot log in.n.
Double check the server settings:
server address: im.webmessenger.com
port: 443
The first thing you should do, if you are an individual user(BIS), you need to enter the correct APN settings, which differ based on your wireless carrier provider, and which are needed for all 3rd party BlackBerry communication applications. Some of the devices may not have APN settings at all (NexTel iDEN units), but may still work with our client.
For a list of carriers and their respective APN setting, click here.
If you are a corporate user with a company BES/MDS the reason for this
message is that your BlackBerry™ device is not enabled for MDS
(this is a setting configured by the BES administrator on the BES Server).
To have your BlackBerry™ enabled for MDS, you should have the appropriate
BES version: BES 3.5 or higher for MS Exchange or BES 2.2 for Lotus Domino.
Also, check if you have a firewall or proxy, which disallows the machine
with your BES server to make outgoing connections on the chosen port .
Q:
I am constantly being asked to allow the socket connection. How can I
get rid of this prompt?
Make sure you allow the socket connection, scroll further down and
check one of the two checkboxes (with the spacebar) for "do not ask
this question again"
Q:
How can I turn the log of my BlackBerry™ on?
By default the log is disabled. To enable it, follow the steps below:
- launch the RIM J2ME application
- choose option Settings; LogStore Settings and enable the log
- press Ctrl-LgLg on the main screen
- go to Options and select WebMessenger
Q: I have a BlackBerry™ 6510/7510/7520; however, I chose to use my company MDS.
Unfortunately, because of many restrictions, I cannot use the company
MDS and I want to switch to the provider's MDG. How can I do that?
Please contact us ( (contact@WebMessenger.com) and we will send you a version for your company BES/MDS. Before installing the new version you would need to remove the previous installation with the BlackBerry™ Desktop Manager.
Q:
I was having problems connecting and accidentally changed on my
BlackBerry™:
Settings>Server Settings> Connection Type: Socket (TO HTTP).
Now, when I try to change it back to Socket it goes to the main
BlackBerry™ menu screen and says:
"Uncaught exception: Field added to a manager while it is already
parented"
What do I do to fix this?
Go to Settings, Record Stores and delete all items allowed for deletion
there. Once you are done, exit from the application. When you start it
again, it should have the default settings, incl. the socket
connection.
Q:
I accidentally deleted the ICQ® and MSN® IM
networks from the handheld. How can I get these back?
You can either (1) go to IM Networks, choose Add Network and add
MSN®
and ICQ® or (2) go to Settings, Record Stores and delete all items
allowed for deletion there. Once you are done, exit from the
application. When you start it again, it should have the default
settings, incl. the IM Networks.
Q: Why do I get the message "Digital signatures
are invalid" when trying to load the application ?
There is an IT Policy on the BES called "Disallow 3rd Party
Applications".
If this Policy is enabled you will get this error (digital signatures
are
invalid) when trying to load an application.
Check the "Disable 3rd Party Apps" entry on the IT Policy.
Q: Helpful links
http://www.BlackBerryForums.com
http://www.rimroad.com/
Q: How do I uninstall the application
from my BlackBerry?
If you have installed the application through the cradle using Blackberry Desktop Manager, it is recommended that you use the same mechanism of uninstallation. Connect the device with the US cable, launch Desktop Manager and select Application Loader. Highlight the application in the list of installed applications and remove it by pressing Delete button.
If you have installed the application Over the air, go to Options / Applications. Highlight the application in the list of applications on the device, and select Delete from the menu.
Note: on new 8700x devices this is accessible through Settings / Options / Advanced Options / Applications.
In some rare cases not all of the application modules are deleted. In order to check if there are still application modules on the device and to delete them manually:
- go to Options / Applications / Modules (Note: on new 8700x devices this is accessible through Settings / Options / Advanced Options / Applications / Modules)
- browse the list of modules (you can hold the control key in order to browse quickly by page)
- locate any modules that begin with “IM_” (for example IM_Data, IM_Icons, etc.)
- highlight the module and select Delete from the menu (in some cases you will be required to reboot the device)
Q:
Where can I change some
of the application settings?
You can change a number of
settings
from the BlackBerry™ main menu – Profiles, where you should choose
your profile, click on Edit; choose the WebMessenger application and
click on Edit again.
Q: How do I
reinstall the
BlackBerry™ OS?
Please
ensure this is really what you intend to do, since reinstalling the
handheld code is a relatively drastic operation. For safety's sake,
back up your data first.
-
Back
up your data as desired
-
Uninstall
the handheld code from your desktop machine
-
Uninstall
the Desktop Manager from your desktop machine
-
Install
the Desktop Manager on your desktop machine (we recommend Service Pack
3a)
-
Install
the handheld code on your desktop machine (optional)
-
Establish
a serial or USB connection to your BlackBerry™ handheld
-
Using
the Desktop Manager's Application Loader wizard, reinstall all your
applications EXCEPT those from WebMessenger
-
At the
final screen of the wizard, entitled "Completing the Application Loader
Wizard", press the "Advanced..." button located near the lower right
-
Check
"Erase all currently installed applications" and select Next to
continue
-
You may
leave the automatic data backup option as default if you wish; select
Next to continue
-
Review
the change list and press Finish to initiate the OS reinstall
-
Complete
your BlackBerry™ configuration as desired
-
Reinstall
your WebMessenger applications as if from scratch
Q: Does each instant message sent from WebMessenger constitute a SMS
message?
Instant Messages sent from the WebMessenger client do not constitute
SMS messages, they use only the data channel, which in fact is used by
your e-mails. Therefore, whatever plan you have for your e-mails will be
used by WebMessenger IMs.
Q: I get an error when trying to perform an Over-The-Air installation.
Check your browser options on the Blackberry. If the emulation is set to Internet Explorer, try to change the emulation to "Blackberry" in the browser options and then try the OTA again.
Q: When I try to login, I get the message “Bad Request”.
Go to Settings from the WebMessenger menu and choose to connect with your own WebMessenger Account. If you have not created such, please do so at https://www.webmessenger.com/downloads/register.htm
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MOBILE IM FOR Windows Mobile 5.0
Q: Where can I find the device ID?
Make sure you have the latest version from our site. Start WebMessenger and click on Help/About - the device ID will be displayed there.
Q: Can I clear the old logged conversations somehow?
Open the file explorer on the device, navigate to the following folder: my device/application data/WebMessenger ppc/history. You should find a separate file for each buddy and your chat with them; you can delete what you do not need.
Q: I downloaded the software and bluetooth it to my T Mobil MDA but I cannot install it; it says that I am missing components.
If you have downloaded the WebMessenger.msi and are trying to run it directly on the device, this will be a problem. The WebMessenger.msi is designed for desktop and it uses the Microsoft ActiveSync to install the application on the device. So what you need to do is connect your device to your computer, make sure you are running Microsoft ActiveSync and start the WebMessenger.msi on your desktop.
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MESSAGE ALERTS FOR BlackBerry™
Q: I cannot start Message Alerts by clicking on the icon.
Make sure you have the task and memo pad installed on your device, as well as the phone application.
Q: I am trying to get the SMS trigger to work, but cannot.
You might have not checked the corresponding SMS boxes when starting Message Alerts for first time. You can get this dialog again by going to Options/Firewall/Reset Settings. Save it and then start Message Alerts again.
Q: An email rule is not triggered
-
define a rule for ALL email messages to verify that email detection is working
-
if the email detection is working:
-
check if you have more than one conditions in your rule – for example specifying conditions for >From and Subject will require that both conditions are met (logical AND) in order for the alert to be triggered. If you need to specify OR condition – create separate rules.
-
if you have a single condition – check that its settings is ANY – for example if you have specified “george john” in the From field, and the settings is “match ALL conditions” – this will require that both “john” and “george” strings are present in the field in order to trigger the alert
-
check if you have other rules (before the one that is not working) with settings – “Do not process any more rules”
-
if the email detection is not working (even for ALL emails):
-
remove the battery to hard reset the device and try again.
-
If you have BES (blackberry Enterprise Server) – check with your BES administrator that the device is properly synchronized with the BES
Q: When I go to #3 Rule Description, I receive an error.
Make sure that you have tunes displayed when clicking on Export/Manage Tunes from the Message Alerts menu. If you do not see the tunes, jus click on Restore Tunes and try to create your rule again.
Q: I get an error when trying to perform an Over-The-Air installation.
Check your browser options on the Blackberry. If the emulation is set to Internet Explorer, try to change the emulation to "Blackberry" in the browser options and then try the OTA again.
Q. Does Message Alerts override the system profiles settings?
No, Message Alerts cannot override the BlackBerry profile.
Q. Can Message Alerts use the built-in BlackBerry sounds?
No, Message Alerts can only use its own tunes. However, you can add your own midi tunes with our desktop tool.
The links to it are: http://www.webmessenger.com/ma/WM_MA_DT_060407.exe;
Documentation: http://www.webmessenger.com/ma/WM_MA_Docs_050907.zip .
Here are some general steps you might want to follow:
If you use outlook as your e-mail client, everything is done through e-mail and you do not use cable connection.
(1) Create a profile that only has your exchange settings, no other email accounts.
(2) Start the desktop tool and go to Options.
(3) Set Configuration to MAPI and select Get Information automatically.
(4) Go to the Message Alerts on your BlackBerry. Go to Settings and set your exchange e-mail address and then go to "Send Registration".
(5) On the desktop application select "Retrieve Data" under "File". You should now have one line in the desktop application that has your information.
After that on the Blackberry you can send a tune to your exchange e-mail and also export tunes to your blackberry.
You will receive tunes in the BlackBerry e-mail and then you have to use the Import Tunes option of Message Alerts on the Blackberry.
Q. I changed my BlackBerry and now I am running
Message Alerts in trial mode. How can I activate it?
Please do the following:
- provide your new BlackBerry PIN
-install the latest trial of Message Alerts on the new device
-make sure that the registration email address in Message Alerts Settings
is wmpsupport@webmessenger.com
-click on Send Registration
-Once we receive the registration email, we will reply with a new
activation key.
Q. How can I activate Message Alerts – I already purchased it.
Click on option Activate and enter the issued key below the PIN.
Q. Can I have an “OR” condition in the rules
Yes, you can. For example, if you would like to receive an alert when the subject line contains
“Urgent” or “Critical”, you should enter both of them separated by comma or:
SUBJECT LINE CONTAINS: Urgent, Critical
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