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Good RIM 957 Installation Manual

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GoodLink
™
Wireless Corporate Messaging
Preparing Your Handheld
Installation Guide
Version 1.0

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  • Page 1 GoodLink ™ Wireless Corporate Messaging Preparing Your Handheld Installation Guide Version 1.0...
  • Page 2 GoodLink Installation Guide...
  • Page 3 GoodLink ™ Wireless Corporate Messaging Preparing Your Handheld Installation Guide Version 1.0...
  • Page 4 Microsoft Corporation in the United States and/or other countries. RIM, the RIM logo, Research in Motion, RIM 950 Wireless Handheld, RIM 957 Wireless Handheld, BlackBerry, BlackBerry Exchange Edition, the BlackBerry logo, the “envelope in motion” symbol and 'Always On, Always Connected' are registered trademarks or trademarks of Research in Motion Limited in the United States and/or other countries.

  • Page 5: Table Of Contents

    Contents Preparing Your Handheld Getting Started 2 Your RIM 957 Handheld at a Glance 3 Your RIM 950 Handheld at a Glance 4 Preparing the Hardware 5 Preparing the RIM 957 5 Preparing the RIM 950 6 Installing Desktop Software 7...
  • Page 6 Handheld Error Messages 19 Startup Status Informational Messages 20 Reset Error Messages 27 Using the Desktop Software Installing the Desktop Software 35 Starting the Desktop Software 37 Upgrading Applications 38 Generating a New Encryption Key 39 Removing User Data 39 Upgrading to GoodLink Application Software Backing Up Your Handheld 42 Preparing Your Handheld for GoodLink 42...

  • Page 7: Preparing Your Handheld

    1 Preparing Your Handheld This book describes how to prepare your handheld for use. It includes information on installing the cradle connector and GoodLink Desktop software. The GoodLink Desktop software can be installed on any computer with: • Microsoft Windows 95, 98, 2000, ME, NT, and XP •...

  • Page 8: Getting Started

    (for example, 041/15/156854). Keep this number handy in case your Microsoft Exchange administrator requests it. • On the RIM 957, the serial number is located on the back of the handheld. • On the RIM 950, the serial number is located inside the battery chamber.

  • Page 9: Your Rim 957 Handheld At A Glance

    Your RIM 957 Handheld at a Glance Your RIM 957 Handheld at a Glance Trackwheel LCD screen Escape key Backspace key Delete key Alt key Enter key Power On/Off Num (Shift) Space key Cap (Shift) Serial number Cradle connector Reset button...

  • Page 10: Your Rim 950 Handheld At A Glance

    Preparing Your Handheld Your RIM 950 Handheld at a Glance Trackwheel Backspace LCD screen (Escape) key Enter key Cap (Shift) Alt key Space key Battery cover Battery lock Reset button Cradle connector GoodLink Installation Guide...

  • Page 11: Preparing The Hardware

    Preparing the Hardware Preparing the Hardware Follow the installation procedures for your type of handheld. The RIM 957 has a rechargeable battery and charging cable. The RIM 950 uses a standard AA battery. Preparing the RIM 957 Place the cradle on your desk and connect the cable to a serial port on your computer.

  • Page 12: Preparing The Rim 950

    Preparing Your Handheld After a few moments, a screen appears. Note: If desired, you can leave the handheld in the cradle until it is fully charged (about 3 hours). However, a full charge is not required for installation. When the handheld is charging, a symbol appears on the home screen.

  • Page 13: Installing Desktop Software

    Installing Desktop Software Open the back cover and insert a new AA battery. Then, replace the cover. Note: Your handheld may already have a battery installed. Turn on the handheld by clicking (pressing down) on the trackwheel. A screen appears. Place the handheld in the cradle.
  • Page 14 Preparing Your Handheld Follow the installation instructions. The installer asks you to: • Read and accept the license agreement • Specify an installation directory • Specify a program group During installation, the desktop software is copied to your computer’s hard disk. Select an installation directory.

  • Page 15: Setting Up Your Handheld

    Setting Up Your Handheld Setting Up Your Handheld Next, a series of screens appear to set up your handheld. The setup program automatically checks to make sure your cradle is connected properly to your computer and your handheld is turned on and seated in the cradle.
  • Page 16 The setup program might ask you to specify: • the serial port your handheld is connected to • the type of handheld you’re setting up (RIM 950 or RIM 957) • a handheld password (If a password has been set for the handheld.)
  • Page 17 Setting Up Your Handheld Next, a list of Exchange profiles installed on your computer appears. Choose the Exchange profile you want to use. At this point, the setup program: • Installs the latest GoodLink applications on your handheld. • Generates an encryption key for your handheld. This key enables secure transmissions between your handheld and the network.
  • Page 18 Preparing Your Handheld On your handheld, a series of messages appears to indicate the handheld is registering with the wireless network and synching data from your Outlook account. Connection and synchronization time varies depending on network traffic and the amount of data stored in your Outlook account.

  • Page 19: What Gets Synchronized

    Setting Up Your Handheld Wait until the home screen appears. Congratulations! You’ve successfully set up your handheld and you’re ready to use GoodLink applications. Note: If an error message appears during setup or the connection screen is unchanged for more than 15 minutes, a connection problem might have occurred.
  • Page 20 Preparing Your Handheld • Email folders • Email messages that existed before setup are not synchronized. New email messages you send and receive after setup are synchronized. Note: If your Outlook account is set up to move incoming messages to a folder rather than the Inbox, make sure that folder is set for synchronization with your handheld.

  • Page 21: Troubleshooting

    If you still experience difficulties after following these instructions, contact Good Technology at 1-800-478-3714. This section includes information on: • Cradling your handheld •...

  • Page 22: Cradling Your Handheld

    In this case, press the Reset button on the back of the handheld. Reset button Reset button on RIM 957 on RIM 950 Note: The button is recessed. Use a small, thin instrument (such as the end of a paper clip) to reach the button.

  • Page 23: Common Problems And Solutions

    Common Problems and Solutions Common Problems and Solutions This section describes common problems and solutions that might occur on the handheld. Setup Problems If an error message appears when you set up your handheld, check the following: • Make sure the handheld is turned on. •...

  • Page 24: Synchronizing

    Troubleshooting Synchronizing • Not enough room on handheld On rare occasions, this error occurs when your handheld synchronizes with Outlook. To free up space, try deleting unnecessary email messages, or creating an address book that contains a subset of your contacts. •...

  • Page 25: Handheld Error Messages

    Message number. For a detailed description of handheld error messages, contact your Microsoft Exchange administrator or refer to the following sections in this document. Your Microsoft Exchange administrator will work with Good Technology to correct the problem. GoodLink Installation Guide...

  • Page 26: Startup Status Informational Messages

    Troubleshooting Startup Status Informational Messages These messages appear on the handheld when it is first added to the wireless network and synchronizes data with Microsoft Exchange. Refer to the number at the beginning of the message to look up a detailed description of the cause.
  • Page 27 Handheld Error Messages Symbol Meaning No host found. (No Exchange server is available for the handheld.) Error. (An Exchange failure or technical problem occurred.) Failed authentication. (Exchange has denied the connection.) Not authorized to connect. (The handheld is not set up or the serial number is not recognized.) Disconnecting (at the request of the Exchange server) Session key failed.
  • Page 28 Troubleshooting 11: Need connections. Severity: Mild. This message occurs the first time the GoodLink Operations Center recognizes a handheld. Meaning: Before a handheld can be added to the network, it must send a request for connections. Connections are then assigned between the handheld and the handheld’s services (for example, the Exchange server).
  • Page 29 Handheld Error Messages 14: Reconnecting. Severity: Informational. Meaning: The handheld received the connection responses required from the GoodLink Operations Center. It will commence connecting services to the Exchange server. Typically this message is followed quickly by Message 7. Remedy: None required. 15: Connecting.
  • Page 30 Troubleshooting 17: Device not recognized. Severity: Severe. This message is followed almost immediately by a Reset Error screen. Meaning: This message appears the first time the handheld communicates with the GoodLink Operations Center and the center does not accept the handheld. Reasons for the rejection appear on the Reset Error screen that follows this message.
  • Page 31 Meaning: The handheld’s serial number is not on the roster of handhelds authorized to communicate with Good Technology. Remedy: The Microsoft Exchange administrator should report the problem to Good Technology. Good will contact Cingular to register the handheld. GoodLink Installation Guide...
  • Page 32 Severity: Warning. Meaning: A problem occurred on the wireless Mobitex network. Remedy: None available. If the problem persists, the Microsoft Exchange administrator should report the error to Good Technology. 24: Network lines down. Severity: Warning. Meaning: Cingular’s lines to the GoodLink Operations Center are down.

  • Page 33: Reset Error Messages

    Handheld Error Messages Remedy: None. The handheld will retry automatically. If the problem persists, the Microsoft Exchange administrator should contact Good Technology and verify that a service contract is still active for the handheld. Reset Error Messages Occasionally, an error occurs during handheld startup that causes the handheld to reset.
  • Page 34 Troubleshooting 52:Setup failed. Meaning: The handheld cannot be set up because a setup response from the GoodLink Operations Center contained an error. This is an uncommon situation. Typically you would see Error 70 instead. Error 52 indicates an unknown setup error has occurred. Remedy: The Microsoft Exchange administrator should make sure that the email address, Exchange server name, and other user data are set correctly on the handheld.
  • Page 35 Remedy: Cradle the handheld and reinstall ALL the GoodLink Application software. 61: Not in Good Technology’s Group. Meaning: To use Good Technology’s X.25 gateway, Cingular must add the MAN # of the handheld to the roster of handhelds authorized to communicate with Good Technology. This has not happened.
  • Page 36 Meaning: A handheld error occurred that has an unknown cause. Remedy: Try resetting the handheld. The Microsoft Exchange administrator should contact Good Technology to file a problem report that includes the error number. 70: Device is not enabled for any services.
  • Page 37 Remedy: The Microsoft Exchange administrator should verify that the handheld account is enabled for the user. The administrator should also verify with Good Technology that the service plan for the handheld is still valid. 75: Not allowed more instances of a service.
  • Page 38 Troubleshooting 77: Invalid service plan. Meaning: The handheld does not have a service plan associated with Remedy: The Microsoft Exchange administrator should make sure: • The handheld has a valid service plan. • The serial number on the handheld matches the serial number on the plan.
  • Page 39 Handheld Error Messages 81: Server name is incorrect. Meaning: The GoodLink Server name entered on the handheld is not correct. Remedy: Cradle the handheld and re-enter the correct GoodLink Server (SvcProv) name. 82: Service is not enabled. Meaning: The requested service is not enabled on the GoodLink Server.
  • Page 40 Troubleshooting GoodLink Installation Guide...

  • Page 41: Using The Desktop Software

    3 Using the Desktop Software Your handheld comes with desktop software you can use to: • Install or update applications on your handheld • Generate a new encryption key • Remove user data Some things to remember about the desktop software: •...
  • Page 42 Using the Desktop Software To install desktop software: Insert the GoodLink Installation CD into the drive. Click the Start button on your desktop. Choose Run to run the setup.exe program on the CD. Follow the installation instructions. The installer asks you to: •...

  • Page 43: Starting The Desktop Software

    Starting the Desktop Software Starting the Desktop Software To start the desktop software, click the Start button and choose Good Technology > GoodLink from the Programs menu. The desktop window appears. Click Next to use the desktop software. Note: The desktop software includes online Help. To get Help, click the Start button and choose Good Technology >...

  • Page 44: Upgrading Applications

    Using the Desktop Software Upgrading Applications To update applications: Make sure your handheld is on and seated in the cradle. If necessary, start the desktop software. The main window appears. Click Next. Click to upgrade applications. When the list of operations appears, choose “Upgrade GoodLink Software.”...

  • Page 45: Generating A New Encryption Key

    Generating a New Encryption Key Generating a New Encryption Key To prevent unauthorized access, all email messages sent to and from the handheld are encrypted. During installation, an encryption key is automatically generated for your handheld. This key enables you to create and decipher encrypted messages.
  • Page 46 Using the Desktop Software Important: Use this command with caution. Removing user data makes the handheld unusable — unless you set up the handheld again by following the instructions in “Setting Up Your Handheld” on page 9. To remove user data: Make sure your handheld is on and seated in the cradle.

  • Page 47: Upgrading To Goodlink Application Software

    Application Software This chapter describes how to upgrade your RIM BlackBerry device to use GoodLink Application software. These instructions apply to both the BlackBerry RIM 957 device and the BlackBerry RIM 950 device. Important: Before you start the upgrade, make sure: •...

  • Page 48: Backing Up Your Handheld

    Make sure your handheld is turned on and seated in the cradle. Make sure the battery is at full strength • If you’re using a RIM 957, make sure the battery is charged. • If you’re using a RIM 950, make sure the battery is new and at full capacity.

  • Page 49: Key Differences

    Key Differences Key Differences This section describes some key differences between BlackBerry applications and GoodLink applications. For details on using GoodLink applications, see the GoodLink User’s Guide. Setup The GoodLink Installation CD includes a setup.exe program that provides step-by-step instructions to install desktop software and set up your handheld.

  • Page 50: Email

    Upgrading to GoodLink Application Software Email • The Email application includes folders you can use to manage messages. By default, the following folders are included: – Inbox. Contains new messages. – Outbox. Contains messages to be sent. – Sent Items. Contains a copy of messages you have sent. –...

  • Page 51: Contacts

    • You can assign a special notification tune for a contact. Calendar • On the RIM 957, your most recent calendar appointments appear automatically on the handheld home screen. You can turn this setting on and off. • Because wireless synchronization always keeps your calendar up- to-date, you can respond to meeting requests from your handheld.

  • Page 52: Keyboard Shortcuts, Copying Text

    Upgrading to GoodLink Application Software Keyboard Shortcuts, Copying Text Keyboard shortcuts for GoodLink applications are different than for BlackBerry applications. Some examples are: • In email addresses, press Space twice to enter an @ symbol. • Press Space again to enter a dot (.) in an email address. •...

  • Page 53: Subject Index

    GoodLink 43 dot (.) symbol, entering 46 upgrading to GoodLink 41 @ symbol, entering 46 buttons and keys RIM 950 4 RIM 957 3 address book, creating smaller 17 alarm clock BlackBerry vs. GoodLink 45 calendar snooze duration 45...
  • Page 54 19 backing up 42 Microsoft Outlook 1 cradling 16 See also Outlook account Good Technology roster of 29 Microsoft Windows 1, 7, 35 lost or stolen 25, 31 Mobitex network 22, 25 powering on/off 46 preparing 1, 42...
  • Page 55 14 secure transmissions 11 notification tunes 45 serial number NT Event log 33 adding to Exchange server 17, 25 Num key, RIM 957 3 conflicts 31 location on handheld 2 recognizing 23 recording 2 Operations Center serial port...
  • Page 56 13 user data text, copying and pasting 46 correct settings 28 removing 39 trackwheel clicking 7 on RIM 950 4 on RIM 957 3 X.25 lines 22, 26 troubleshooting 15–33 X.400 account 30, 32 GoodLink Installation Guide...

  • Page 57: Message Index

    Message Index 07. Services 20 10. Cannot connect 21 11. Need connections 22 12. Incompatible software 22 13. Failure to send 22 14. Reconnecting 23 15. Connecting 23 16. Device recognized 23 17. Device not recognized 24 18. Connection request 24 19.
  • Page 58 60. Required application missing 29 61. Not in Good Technology’s Group 29 62. Network denies service 29 63. Unknown error 30 70. Device is not enabled for any services 30 71. Attempting to connect before device is set up 30 72.

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