1. Error when importing WIC Users from the BES Management Database
Verify that the username / password to enable access to the BES DB is correct. Confirm the name of the BES MGMT DB (default: BESMgmt). BES 4.0 plug-in assumes the location of the BES database. On recent versions of the BES server, the database name can be customized. The BES 4.1 Plug-in allows for the manual selection of the BES Database and User’s table.
2. Unable to connect to SQL when importing data into WIC
Contact SQL Administrator and verify that the username / password have correct rights set to enable access to the database. Verify that the SQL server is set to run in “mixed mode” (SQL and Windows authentication). WIC can access external SQL databases using SQL authentication only. Also, confirm that the correct access to view a database or table is set.
3. Auto updates, Chat messages, Incidents or Alerts are not successfully being sent to Users.
In the “Wireless Gateways” section of the WIC Admin, verify that the correct MDS WebListenPort is registered . Additionally, confirm the User has the correct “Wireless Gateway” assigned to his/her profile. (In the WIC Admin, navigate to Users & Groups. Select User, and confirm or change the Wireless Gateway as necessary. PUSH messages are set from the WIC server to the BES via the MDS WebListenPort. If the incorrect BES server or port is specified, messages will fail to reach the BlackBerry device.
4. Some BlackBerrys® do not successfully connect to the WIC Server
Some versions of the BlackBerry OS do not connect to WIC server when using hostname. In the WIC Admin, navigate to Configuration -> System Option -> Networking -> WIC Server Public Hostname. Change this setting to the IP of the WIC Server.
Alternatively, manually modify the BlackBerry’s WIC server information. (Using the BlackBerry device, navigate to WIC ->Options -> “Server”. Change this setting to [WIC_SERVER_IP]. From the pulldown menu select “OK”.
5. Images or Cameras are not viewable on the BlackBerry device.
If the port is already in use, images will not be sent to the BlackBerry device. The default WTV port is 8080, and the setting for the WTV port must be changedhange the WTV port setting. Open WTV.ini (Program Files\Wallace\WTV). Remove “;” from “ServerPort” field. Change “8080″ to new port, and then save changes and restart” WTV” service.
6. Test the MDS WebListenPort from the WIC Server
On the WIC server, open an Internet Explorer window. In the URL field enter “http://BES_SERVER:WEB_LISTEN_PORT”. If the MDS window opens then the connection to the BES server is OK. If the window does not open, check the firewall settings and BES MDS WebListenPort settings.
7. License key fails to install, or is corrupt.
Check to see if the License key was attempted to be installed as ASP license. On WIC Server, open WIC Enterprise Manager, and navigate to Instances. Select the green button in the “Licenses” tab, and navigate to and select the license file. Restart WIC Data Exchange. If the install continues to fail, contact Wallace Support.
8. When logging into WICAdmin, the screen requires “Organizational ID”
Incorrect information in WIC Enterprise Manager is preventing WIC from authenticating with WIC database. Open WIC Enterprise Manager -> Configuration and verify the “Auth” Username and Password. Also, confirmthat the “Server” is pointing to the WIC Database.
9. All clients cannot connect to WIC Server
Connection between WIC server and BES server has been lost. Confirm that the MDS service is running on the BES server (restart if required). Also, restart WIC Data Exchange service.