1. When downloading the WIC Client, user gets the following message - “Http 500″
Using the BlackBerry® device, go to Options (Wrench) -> Advanced Options -> Browser. Under Default browser configuration, change the setting to “BlackBerry Browser” and save the setting.
Some BlackBerry’s use the “Internet Browser” as the default browsing engine, but the internet browser cannot access files located inside the corporate network. During the installation process, the BlackBerry Browser must be the selected browser in order for the WIC application to function as intended.
2. When downloading the WIC Client, user gets the following message - “Access Denied” - Message
Using the BlackBerry device, go to Options (Wrench) -> Security Options -> Firewall. From the pulldown menu select “Reset Settings”. Once that is complete, from the pulldown menu select “Save”. When Firewall messages appear, choose “Don’t ask again…” and “Allow” for all prompts.
Doing these steps will address the incorrect firewall setting that had been done during the initial WIC client installation.
3. User gets “Radio is off” - Message
Using the BlackBerry device, go to “Turn Wireless On” Icon and select it. The wireless signal had been disabled, or alternatively the battery may be too low for usage.
4. In WIC Plans user gets “Empty” - Message
A. The device has not successfully communicated with the WIC Server. On the BlackBerry device, open WIC -> Plans. Display the menu and select “Load Updates”. In this case, communication between the WIC server and the BlackBerry device had not been established.
B. In this case, the User had not been registered for access to either a Group or Document(s). Use the WIC server to confirm that the User is enabled to view content. To do this, open WICAdmin and go to the User profile. Either the User can be assigned to a Group, or Document(s) can be assigned to a to User.
5. WIC Contacts -> “Empty” - Message
A. Device has not communicated with the WIC Server. On the BlackBerry device, open WIC -> Contacts. From the pulldown menu select “Reload Contacts”. Communication between the WIC server and the BlackBerry device had not been established.
B. Check WIC server for user content. Open the WICAdmin and go to the User profile. -> Assign user to Group or Contact(s) to User. The User had not been registered to Group or Contact(s). Use the WIC server to confirm that the User is enabled to access contacts.
6. User receives message “The IT Policy does not allow downloading third-party applications”
Ask the BES Administrator to “allow” 3rd party application downloads for user. An IT Policy on the BES server is preventing the BlackBerry from downloading the WIC application.
7. The WIC Installation Email is not received by the device.
The Email filter mistakenly determined the email address of the WIC server to be Spam. On the User’s computer, check the spam or junk mail folder for the installation email. If the e-mail does not make it to the INBOX it does not show up on the Blackberry device.
8. User received message - ‘Could not find “Desktop IPPP” service book’
Using the BlackBerry, go to Options (Wrench) -> Advanced Options -> Service Book. Confirm that “Desktop [IPPP]” is present, and if not, contact the BES Administrator. In this case either the BES server does not have MDS service enabled / running or the user in question does not have MDS service enabled.
9. User received message - “Unauthorized device”
In the WICAdmin go to User -> User profile. Verify thatthe User’s PIN information is correct. In this case, the WIC server denied the request from the BlackBerry device due to an unregistered or incorrectly recorded PIN number.
10. User received message - “The application WIC has requested a http connection to [WICSERVER]”
Using the BlackBerry device, scroll to “all http connections” and select “http connections to [WICSERVER]”. Scroll to and select “Allow this connection”. In this case, the WIC client was unable to make a successful connection to the WIC server. Accepting the firewall message(s) allows the device to communicate as required.
11. WIC application installed however, only two icons are present (Wrench and Question Mark).
In this case the the applications have not been assigned to User’s profile. In the WICAdmin, go to Users and Groups -> Users and select “Licenses Applications” (CD icon). Using this interface, assign the appropriate applications to the User.
12. “Timeout” message is received when downloading WIC content.
BES connected devices use MDS, and non-BES devices use BIS-B If the incorrect option is selected, the BlackBerry is unable to connect to the WIC server. Using the BlackBerry device, go to WIC Options and scroll to “Network type”. Display the pulldown menu and change selection to “BIS-B” (or “MDS”). Once this is completed, display and select “OK” from the pulldown menu.
13. The link that was in the WIC installation email is not active.
step 1. Using the BlackBerry device, open the email message and copy the link from the body of the message (i.e.: http://prodwic.wallacewireless.com/OTA?query= genjad&appmanager=Y&PIN=3018A10A).
step 2. Open BlackBerry Browser and from the pulldown menu select “go to”. Paste the install link, and from the menu select “OK”.
The link that was included in the email may not have enabled selection because some corporate policies prevent active links within e-mail messages.
14. Unable to send a PIN message using WIC Chat.
This is a known RIM issue affecting BlackBerry Operating Systems 4.1 (4.0 and 4.2 are not affected). Upgrade Blackberry unit to newest BlackBerry Operating System (greater than OS 4.2).
15. How do I change the way Contacts are displayed on the Blackberry?
The default display of contacts is: Last, First Middle. This can be modified to First, Middle, Last. Using the BlackBerry device, navigate to WIC -> Options and scroll to “Sort contacts as”. From the pulldown menu select “Change Option”. Scroll to indicate selection, and from the pulldown menu select “OK”.
16. Some Applications are missing from the display of the application ribbon.
In this case the applications have not been assigned to User’s profile. In the WIC Admin go to Users and Groups -> Users. Select “Licenses Applications” (CD icon). Assign appropriate applications to User.
17. Why does my device keep vibrating, how do I stop it?
This performance is by design, and alerts the User that there has been an update to the content (documents or contacts) stored on the device. The user must indicate acknowledgement of the change by opening the file that has been updated. Using the BlackBerry device, open WIC and scroll to flashing icon. The application which has received the new or updated information will be indicated in BOLD lettering.
18. A WIC icon is flashing the CAUTION sign.
Using the BlackBerry device, open the WIC application and scroll to and select the flashing icon. When that application is opened, new and/or updated information will be indicated in BOLD lettering. This performance is by design, and alerts the User that there has been an update to the content (documents or contacts) stored on the device. The user must indicate acknowledgement of the change by opening the file that has been updated.
19. WIC Data Exchange service will not start.
On the WIC server, check services running on port 80. Specifically check to confirm whether or not IIS is running. Disable all services that use port 80, and then restart WIC Data Exchange. WDE uses port 80 and 8080 (default). If another service is using port 80 then the WIC Data Exchange is unable to start. To change the default WIC service port please contact Wallace support.