Device Anywhere Troubleshooting PDF Manual Guide

The DeviceAnywhere™ Troubleshooting Guide describes problems that you may encounter while using DeviceAnywhere Studio and provides detailed troubleshooting procedures for resolving them. Each problem is separated into possible scenarios that may occur. This guide covers the most commonly experienced issues. If the specific issue or scenario you are experiencing is not included:
1 DeviceAnywhere Studio doesn’t install and/or launch. Scenario: The system hangs and doesn’t accept keyboard input. You will receive a
prompt that says “Unable to connect to DeviceAnywhere. Try to restart DeviceAnywhere in a few minutes. If error persists, contact support.”
When your system hangs during installation or launch, it means your system was unable to connect to the DeviceAnywhere server on port 443.

This port is used for communication between the Access server and DeviceAnywhere Studio client.
A. Make sure your network connection is in operation.
B. Make sure the deviceanywhere.com website is white-listed in firewall or proxy server settings to open the firewall. This usually includes opening port 443 for all traffic, and possibly whitelisting the deviceanywhere.com domain.
Note: There is a known incompatibility with Bluecoat proxy servers. In order to use DeviceAnywhere, your IT team needs to go into the Policy File and edit the local file with the text editor. Your IT team should enter the following statement under the <Proxy> section header: url.domain=deviceanywhere.com detect_protocol(none).

2 DeviceAnywhere Studio Installation or Launch is Slow Scenario: DeviceAnywhere Studio installation or launch takes more than ten minutes
to complete.
A. Make sure that your computer adheres to the preferred system requirements given in Section
1.2 of the DeviceAnywhere QuickStart Guide.
DeviceAnywhere System Requirements:
• 2 GHz Pentium 4 dual core processor
• 1024 MB RAM (1GB RAM), 2GB recommended
• 10 GB Hard Disk Drive available
• Broadband Internet connection
When DeviceAnywhere is running on a computer with insufficient memory or other applications running on the computer concurrently are using a lot of memory, the computer can swap out memory to disk. This action greatly slows down DeviceAnywhere response time. We recommend at least 1 GB of memory in the computer, and have seen increased performance with 2 GB of memory. Installation time is affected by your internet connection. As indicated in the system requirements, a high bandwidth connection is recommended.
B. Some anti-virus software have port filtering settings turned on for port 443 by default. Since all data communication occurs on port 443 between the DeviceAnywhere client installed on your computer and our DeviceAnywhere servers, the DeviceAnywhere response time is delayed.
Remove port filtering on port 443 to correct the problem.
Note: Kaspersky Anti-virus software has port filtering turned on for port 443 by default.
C. If your connection has a trace route of multiple hops (greater than ten) and the latency for
each of these hops is large, you can experience degradation due to Internet latency.
3 Downloading an application (non-BREW) to a
DeviceAnywhere handset fails.
Scenario: Over-the-air installation of applications for Blackberry, Palm, Symbian, and Microsoft platforms, and any other non-BREW platform fails. Applications don’t download to the device.

General information
A. MIME Types When you are having trouble downloading over-the-air from your own server, check your MIME types.
B. Signing Policies Mobile carriers have very strict signing policies, and many applications will not load or work unless they are properly signed with the correct certificates. DeviceAnywhere Technical Managers cannot offer support with certificate signing. You need to contact the carrier for more information.
C. Carrier Application-Specific Servers
Many carriers support application-specific servers to download applications to their devices. Try uploading your application to the carrier application-specific server, and download the application based on the carrier’s standard procedure.
D. Device issues error “certificate expired” when I access my .Jad file. First, check that your certificate is valid. Then, check the date on the device. Sometimes when a device is restored to factory default settings, the date is rolled back to the manufacturing date. In this case, reset the date on the device to the current date. Your certificate should be authenticated as valid.
Carrier Specific Information
3.1 Sprint Sprint supports a website and software tool, Total Uploader, to upload applications to Sprint devices. This site is used for CDMA phones. To Upload with the Sprint Total Uploader: In DeviceAnywhere Studio, access and Acquire the device you want to upload to….

Download DeviceAnywhere Troubleshooting PDF Manual Guide


March 26, 2010 | Posted in Electronic Manual

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