General Questions

• I just purchased your program but my registration code is not working.
• I purchased your program over a year ago and now my code has stopped working.
• How do I uninstall an application from the BlackBerry?
• I'm getting the message "Could not open Tunnel" when trying to connect.
• I'm getting the message "No additional applications designed for your handheld were found".
• I'm getting the message "The application xxxxx cannot be loaded because some required files are not available".
• I'm getting a popup that says "The application xxxxx has requested a http connection to xxxxx".
• I get the error "Permission denied" when trying to connect to the Internet.
• How do I erase the saved data from the application?
• I'm getting the error "Could not find service book entry for IPPP".
• I'm using the Personal Edition, but I keep getting the error "WapIOException"
• I'm getting the error "The application xxxxxx has attempted to open a connection to a location inside the firewall and outside the firewall which is not allowed by your IT policy."
• Can I use your program with my BlackBerry 7750 on the Verizon network?
• Can I use your program with Bell Mobility or Telus in Canada?
• I'm getting a "Bad DNS Address" or "java.lang.NullPointerException" or "Error: unknown error" error message on my BlackBerry 7510
• I'm getting the error "Max connections opened" on my BlackBerry 7510, what do I do?
• I'm getting the error "Error - Unable to open connection" on my Nextel BlackBerry 7510, what do I do?
• I'm getting the error "Http through Wap not supported on this network" on my BlackBerry 7510
• I'm getting the error "Malformed Address - Returning Null Connection" on every other connection.
• I'm getting the error "The following modules could not be loaded because their digital signatures were invalid."

WorldCam

• How do I view my own webcam with WorldCam?

AudioPOP

• Why doesn't the audio file play?

• Why don't I see the AudioPOP menu option?

BerryTunes

• Why can't I make a USB connection to BerryTunes?

ImageWallet

• How do I set an image as background (wallpaper)?

I just purchased your program but my registration code is not working.

Usually this means that you did not enter your BlackBerry PIN number correctly when you purchased the program. Some of our programs use the BlackBerry PIN to generate a registration code for you. If the PIN is entered incorrectly it will generate an invalid registration code. The BlackBerry PIN is 8 digits and does NOT contain the letter 'O' (this is actually the number zero). Depending on the model, you can locate the PIN under "Options>Status" or "Tools>Settings>Status" or "Settings>Options>Status" on your BlackBerry. The PIN can also be seen in the bottom left corner of the BlackBerry Desktop Manager when the BlackBerry is attached to the computer.

If you are having problems logging into a website, please contact us with your order number.

I purchased your program over a year ago and now my code has stopped working.

Many of our programs must connect to the Internet through our servers which provide content optimized for mobile devices. We generally include one year of free access to our servers with your purchase, unless otherwise noted. We believe this is fair considering the continuous fees involved with the hosting, bandwidth and maintenance of the servers. To continue using our web services, simply purchase another copy of the program and you will receive a new registration code giving you another year of access. This should also provide you with the latest version of the software. We are considering using more advanced subscription models in the future.

How do I uninstall an application from the BlackBerry?

In general, you can use the BlackBerry Desktop Software to uninstall an application by unchecking it in the Application Loader.

In some cases where you have installed the application OTA or via the Web Installer it may not be recognized by the Desktop Software. In that case, you can manually delete it from the BlackBerry itself. This can be done by going to the "Options" or "Advanced Options" screen on your BlackBerry and then opening up the "Applications" screen. From there select the name of the program you want to remove and choose "Delete" from the menu. If the program is not listed in the main list, open up the "Modules" screen from the menu and look for it there. The Modules screen is a long list and you may need to scroll through it to find the program.

I'm getting the message "Could not Open Tunnel" when trying to connect using Direct TCP

This typically means that you need to configure the TCP settings in your Blackberry.

From the BlackBerry home screen, these settings can usually be found by going to Options>TCP.

The location of the TCP settings can vary depending on your model. For example:

BlackBerry 7100t: Tools > Settings > TCP
BlackBerry 7100g/7100r/7100v: Settings > Options > TCP
BlackBerry 7230/7280/7290: Options > TCP
BlackBerry 7250/7520: N/A
BlackBerry 8700: Settings>Options>Advanced Options>TCP

Here are some settings for popular carriers that have worked in the past:

Note: "none" means leave field blank

FYI, Direct TCP is the preferred method of connecting to the Internet with your BlackBerry. It usually provides a more reliable data connection than going through a WAP gateway.

*CINGULAR INFO Settings above are case sensitive - enter carefully. You should have the following entries on your bill/account: /WIX EXTENDED INTERNET $0.00 /WIX DATA CONNECT $0.00 WRLSS INTRNT XPRS PAY PER USE $0.00 XM WITH BB AND V UN $44.99 If you don't have this, call Cingular Data Services at 800-331-0500 Ask to have "wap.cingular" Access Point Name added to your account, as well as "isp.cingular". Unfortunately, it could take a few calls until you get a rep that knows what to do. If you have migrated from AT&T to Cingular, it possible that you still need to use the "old" settings listed above for AT&T, which is now known as Cingular Blue.

I'm getting the message "No additional applications designed for your handheld were found".

First, check to see if the application is already listed in the BlackBerry Desktop software. Open the Application Loader and scroll through the list of applications. If the program does not have a check next to it, check it and continue with the installation.

If the Application Loader get confused it is best to delete the program from the Application Loader, close the BlackBerry Desktop Software, and then try to reinstall the program using the Application Loader. To delete the program, highlight it and press the delete button. The idea being to delete the program from both the BlackBerry and the Application Loader (so that it does not appear in the list).

It is also possible that you don't have the matching BlackBerry Handheld software installed on your PC. You can download the BlackBerry Handheld software from your mobile carriers website.

If you continue to have problems, try uninstalling the BlackBerry Desktop Software and reinstalling with a different version. This has worked for us in the past when experiencing this problem. You will probably still need to install the matching handheld software on your PC as well.

Notes:

• Make sure you select the .ALX file - do not try to install the .zip file directly.
• Make sure you unzip the program to a folder before trying to install
• Check if the software is already installed on your BlackBerry

I'm getting the message "The application xxxxx cannot be loaded because some required files are not available".

This issue can be resolved by updating your desktop software. You can get an updated version of the desktop software from your carrier.

I'm getting a popup that says "The application xxxxxx has requested a http connection to xxxxxx". How can I prevent this popup?

I get the error "Permission denied" when trying to connect to the Internet.

How do I erase the saved data from the application?

I'm getting the error "Could not find service book entry for IPPP".

This message indicates that the program could not successfully connect to a BlackBerry Enterprise Server (BES) with Mobile Data Service (MDS). The resolution depends on whether or not you intend to connect via BES.

To connect via the BlackBerry Enterprise Server: Make sure your company is Running BES version 3.5 or later with MDS enabled for your device. Contact your BES administrator to confirm this information. Once you are sure that MDS is enabled, you will typically need to cradle your device to receive the appropriate service book entry for your handheld. The current list of service book entries can be viewed by selecting Options>Service Book. The service book entry you need will typically look something like this: Internet [IPPP]. Please contact your BES administrator for futher assistance.

If you are not using the BlackBerry Enterprise Server: You have probably installed the wrong edition of our software. Please contact us to arrange an exchange.

I'm using the Personal Edition, but I keep getting the error "WapIOException".

I'm getting the error "The application xxxxxx has attempted to open a connection to a location inside the firewall and outside the firewall which is not allowed by your IT policy."

The BlackBerry security policy does not allow "split pipe" connections using 3rd party software (i.e. it can't make both a WAP connection and a connection through the BES/MDS)

If you are receiving this message, it may require you to completely reload your Handheld Software and then reinstall any 3rd party applications.

By having two editions of our software we are able to avoid this issue most of the time.

Can I use your program with my BlackBerry 7750 on the Verizon network?

You can use the Enterprise Edition of our software if your company is running the BlackBerry Enterprise Server with MDS enabled. The Personal Edition will not work at this time because Verizon does not provide a WAP gateway that we know of. However, the BlackBerry 7250 from Verizon should work as it supports Direct TCP.

Can I use your program with Bell Mobility or Telus in Canada?

You can use the Enterprise Edition if your company is running a BlackBerry Enterprise Server or if you are using a BlackBerry 7510 on the Telus Mike network. The Personal Edition isn't known to work on the Bell Mobility or Telus networks.

I'm getting a "Bad DNS Address" or "NullPointerException" or "unknown error" message on my BlackBerry 7510, what do I do?

Make sure that your BlackBerry has wireless turned on.

I'm getting the error "Max connections opened" on my BlackBerry 7510

Please update your BlackBerry's Handheld software to a newer version. Contact your carrier for the latest version.

You can get a temporary fix for this issue by performing a soft reset of your BlackBerry: hold down ALT-CAP-DEL simultaneously. This issue is caused by pressing the ESC button while content from the Internet is loading.

I'm getting the error "Unable to open connection" on my Nextel BlackBerry 7510, what do I do?

If you've just ordered data service for your BlackBerry, it can often take Nextel a few days to establish service. Please try again after a day or two.

I'm getting the error "Http through Wap not supported on this network" on my BlackBerry 7510, what do I do?

You've likely installed the Personal Edition of our product. Please contact us for the Enterprise editon.

I'm getting the error "Malformed Address - Returning Null Connection" on every other connection.

This error only seems to occur with Direct TCP and has to do with your Carrier's DNS not resolving correctly. First, we suggest you try turning wireless off and then back on again. If that doesn't work, try soft resetting the device (ALT-CAP-DEL) or pulling the battery. If you are still getting the error message try using the carriers WAP gateway instead of Direct TCP. Sometimes this error will resolve itself in a few days.

I'm getting the error "The following modules could not be loaded because their digital signatures were invalid."

This error happens when you are using the BlackBerry Enterprise Server (BES) and your company has a restricted IT policy that does not allow for installing 3rd party applications. The only way to resolve this is to have your BlackBerry administrator change the settings on the server. This will allow you to install 3rd party applications.

WorldCam

How do I view my own webcam with WorldCam?

Setup a favorite in WorldCam with a URL directly to the webcam JPEG image. Proprietary image formats (such as Linksys webcams) are not supported.

Some users have reported success using Axis webcams, Webcam 2000, Webcam32 and several other webcam software packages. Please note that we do not provide support for setting up webcams.

AudioPOP

Why doesn't the audio file play?

If the audio file is downloading correctly but does not play when you click the "Play" button the most likey reason is that the audio file is in a format that the BlackBerry does not support. You must use one of the formats listed in the instructions and it must be in a supported encoding. There are various "flavors" of .wav files and the BlackBerry only supports a few of them. The newer models support more .wav encodings, but they still do not support all of them.

Why don't I see the AudioPOP menu option?

Make sure you scroll all the way to the bottom of the message before trying to open the attachment. You should see something like "application: file.wav (64k)" at the bottom of the message. This is where your cursor should be before you will see the "AudioPOP" menu option.

BerryTunes

Why can't I make a USB connection to BerryTunes?

Make sure you have the BerryTunes application open on the BlackBerry. It is not enough to just have the application installed, it must be open and the BerryTunes screen should be visible on the BlackBerry before you start transferring files.

Also, check the "Firewall" and "Security Settings" on your BlackBerry. These screens are located under "Options -> Security Options". Open the Application Permissions, highlight BerryTunes and choose Edit Permissions and make sure USB connections are allowed. For the Firewall settings, either disable the Firewall or make sure USB connections are allowed by editing the "Default Permissions".

If you are still having problems, try resetting the BlackBerry (ALT-CAP-DEL or pull the battery) and restarting your computer. Make sure the device you want to use is connected via the USB cable. Only one BlackBerry at a time is supported - disconnect any other BlackBerry devices before using BerryTunes.

If you are on a BES, please contact your BES admin to determine if additional restrictions are in place.

ImageWallet

How do I set an image as background (wallpaper)?

wap.imagewallet.com

You will need to login, then you can save the images and set them as the background using the built in pictures application.