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Troubleshooting

Please choose from one of the following categories:

 |  Registration  |  Billing  |  Contact Number Format  |  RemoMail |
 |  Sync & Import  |  Computer & System Reqs  |  Common Error Messages  | 

Registration

1. Why do I need to enter my Email address?
2. Why do I need to choose a hint question? (place of birth, pet's name)
3. I hit "Submit" and it doesn't do anything.
4. What if I forget my password?

Account and Billing

5. How can I cancel my subscription?
6. Where do I go for billing questions?

Phone Numbers & Contacts

7. Why did the phone number for my contact change?
8. How are Word Phone Numbers (eg. 1-800-FLOWERS) interpreted?
9. I am unable to edit the contact information.

Synchronization and Import

10. Can I use other PIMs with the Import Feature?
11. I am unable to install the synchronization software client on my PC.
12. Can I use the synchronization software client on an Apple Macintosh?
13. I am not able to locate my desktop PIM (contact manager) in the list during installation.
14. How do I update my user Email/Password in the synchronization software?
15. I am getting errors during synchronization.
16. Sync error "Internet Error 12037, the date in the certificate is invalid or expired?"
17. Sync error "Error Code 3, ERROR: Palm Library Error, Could not open Palm Desktop Address file (Error Code 3: The system cannot find the path specified."
18. Sync error "Invalid class string (Error Code 14000: The requested section was not present in the activation context.)" or Error Code 2: The system cannot find the file specified.?"

Computer System & System Requirements

19. How do I enable JavaScript?
20. What is JavaScript?
21. What are the minimum browser requirements?
22. What are the minimum system requirements to run the Synchronization software?
23. How do I enable cookies?
24. Do I need to enable cookies?
25. Can I use Mac OS?


1. Why do I need to enter my Email address?

Your Email address is a unique identifier and is used during the login process to your account's Web account. Your Email address is also used to invite your contacts to participate in Exchange Relationships (this is an optional feature and you can learn more about it in the Help file on your Web account). Your Email address combined with a password enables only you to access your information.
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2. Why do I need to choose a hint question? (place of birth, pet's name)

In the event that you forget your password, you can click on the Forgot Password link on the login page. You will be asked to answer your hint question which enables us to verify your identity. If you respond with the correct answer, you will be able to reset your password immediately.
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3. I hit "Submit" during registration and it doesn't do anything.

You may have some applications running that disallow pop-up windows. It is recommended that you exit out of other application before starting the registration process. If the same page displays after selecting the Submit button, be sure that applications such as "Pop Up Blocker" and "Zone Alarm" are not running in the background.
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4. What if I forget my password?

In the event that you forget your password, you are able to reset your password by correctly answering a hint question. During registration you selected a hint question and answer that you wish to have. This enables us to verify that you are the correct user for the account should you need to reset your password.
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5. How can I cancel my subscription?

If you wish to cancel your subscription, you need to do two things:

a. Remove the application from your mobile phone. Go to the shopping cart icon on your mobile phone. Choose Options. Find the application and select Remove. This will cancel your subscription with your wireless carrier. Contact your wireless carrier's billing department with any questions.

b. Terminate your acccount on the Web. Login to your Web Account. Select the Account tab. Select the Terminate Account button.
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6. Where do I go for billing questions?

Your monthly subscription is billed directly to you by your wireless carrier and appears on your monthly wireless service bill. Any questions regarding billing should be directed to the billing department at your wireless carrier.
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7. Why did the phone number for my contact change?

Individuals enter phone numbers in a variety of ways. When you select a phone number from iPhonebook/Remo, the format has to be in a dialable format that your mobile phone recognizes. For example, if you enter a phone number in your Microsoft Outllook application that does not include country code information, you would not be able to get connected. iPhonebook uses patent-pending technology called Phone Number Parser that "cleanses" user-entered data to ensure that a call can be completed successfully.

In your iPhonebook/Remo Web account, icons indicate which of your phone numbers have been "cleansed" and a legend at the bottom of the page explains each icon. These "cleansed changes" do not sync back to your desktop PIM so your Microsoft Outlook or Palm data is unchanged. Rather, each time you sync your desktop PIM to iPhonebook/Remo, the Phone Number Parser technology makes the change so the correct number is available through your mobile phone.
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8. Word Phone Numbers (eg. 1-800-FLOWERS)

Word numbers are phone numbers that incorporate letters to make the phone number memorable. Word numbers are called mnemonic numbers. Currently, iPhonebook/Remo does not support the translation of word phone numbers (such as 1-800-FLOWERS) into numerical digits (such as 1-800-356-9377). It is recommended that you translate a word phone number to numerical digits in your desktop PIM or when manually entering them into your Web account.
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9. I am unable to edit the contact information.

If you have received contact information using the Exchange Relationship feature, you will not be able to edit the information. This is because you have agreed with the contact to exchange information automatically. Therefore, when your contact's information changes, he/she will update their electronic business card and you'll automatically receive the update in your iPhonebook/Remo. Similarly, if you exchange your information with someone, you agree to keep your electronic business card up to date so that your contact will automatically receive your updated information. See the Profile (electronic business card) and Exchange Relationship section in the Help files of your Web Account or the User Manual found in the documentation section for your wireless carrier.
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10. Can I use other PIMs with the Import Feature?

The Import feature is designed to support Microsoft Outlook 97/98/2000/XP and Microsoft Outlook Express.
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11. I am unable to install the synchronization software client on my PC.

1. Verify that you meet all the system requirements: - PC running Windows 98/2000/ME/XP or NT4.0 - 8MB RAM minimum (64 MB recommended, required for Windows 2000) - 5 MB available hard disk space 2. It is strongly recommended that you exit all applications before downloading and installing the synchronization software client.
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12. Can I use the synchronization software client on an Apple Macintosh?

The current version of the synchronization software client does not support the Mac platform. Macintosh users can use the Import feature instead for iPhonebook. The sync software must be used for iDatebook/Remo.
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13. I am not able to locate my desktop PIM (contact manager) in the list during installation.

The synchronization software supports Microsoft Outlook, Microsoft Outlook Express, Lotus Notes and Palm Desktop. The sync software will auto-detect the PIM you use on your desktop computer and it will appear during installation. If you use more than one, you will need to choose which one you wish to use.
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14. How do I update my user Email/Password in the synchronization software?

To update your user Email and password in the synchronization software, open the software by right clicking on the desktop sync icon and selecting OPEN. Choose the Setup Wizard button and follow the prompts until you come to the Email and password window. Make your change and follow the prompts to continue.
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15. I am getting errors during synchronization.

If you experience errors during synchronization, check your browser settings for "Cookies" and "JavaScript". Both must be enabled in your browser settings for the synchronization software to run properly. How to enable cookies. How to enable JavaScript.
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16. Sync error "Internet Error 12037, the date in the certificate is invalid or expired?"

This occurs if you are using Internet Explorer Verison 5.0 or lower. To use our synchronization software, you need to have Internet Explorer Version 5.5 or higher installed. It could also mean a system-wide outage, but this is very unlikely.
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17. Sync error "Error Code 3, ERROR: Palm Library Error, Could not open Palm Desktop Address file (Error Code 3: The system cannot find the path specified"

Launch your Palm software. In the top right corner, Click on the User drop down list and select Edit users. Select your User Name from the list and click Rename. Edit the User Name. Click OK. Launch our synchronization software by right clicking on the desktop sync icon and selecting OPEN. Select the Setup Wizard button. Click NEXT until you see the User Name Selection for the Palm and select the updated User Name. Click NEXT to you see the FINISH button.
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18. Sync error "The following error occured while trying to open Outlook. Please Close Remoba, Reopen, and try again. Invalid class string (Error Code 14000: The requested section was not present in the activation context.)" or "The following error occured while trying to open Outlook.

Please Close Remoba, Reopen, and try again. Invalid class string (Error Code 2: The system cannot find the file specified.)" We've seen this in Outlook or PC migrations where tools such as Ghostscript or Altiris are used to copy user profiles. Certain registry key information is missing after this happens and the sync client can't detect the Outlook files properly. Here's what to do:

1) Minimize the sync client and error message without doing anything.
2) Go to Outlook and Select Help/Detect and Repair
3) Once detect and repair is completed, resync.
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19. How do I enable JavaScript?

We provide instructions for the most popular browsers.

Netscape 4.x
1) Select the Edit tab.
2) Select Preferences.
3) In the left navigation box, select Advanced tab.
4) To enable, check the Enable Javascript checkbox to the right.

Internet Explorer 4.x
1) Select the View tab.
2) Select Internet Options.
3) Select the Security tab.
4) Select Custom level.
5) Select Settings.
6) Go to the Scripting area.
7) To enable, check the Active Scripting checkbox.

Internet Explorer 5.x and above

1) Select the Tools tab.
2) Select Internet Options.
3) Select the Security tab.
4) Select Custom level.
5) Go to the Scripting area.
6) To enable Javascript, check the Active Scripting checkbox.
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20. What is JavaScript?

JavaScript is a scripting language that enables a Web site to perform certain dynamic functions. In order to experience iPhonebook, JavaScript needs to be enabled in your browser. See 19 for instructions how.
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21. What are the minimum browser requirements?

The recommended browsers are: - Internet Explorer 6.0 and above, or - Netscape 7 or higher - Cookies and Javascript should be enabled.
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22. What are the minimum system requirements to run the Synchronization software?

The recommended system requirements are: - PC running Windows 98/2000/ME/XP or NT4.0 - 8MB RAM minimum (64 MB recommended, required for Windows 2000) - 5MB available hard disk space - Browser - Internet Explorer 6.2 or higher/Netscape 7 or higher
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23. How do I enable cookies?

We provide information for the most popular browsers.

Internet Explorer 4.x
1) Click View on the menu bar, then select Internet Options.
2) Select the Advanced tab
3) Scroll to the Security section. Look for Cookies; ensure that Always Accept Cookies is checked.
4) Click OK
5) Close the browser to ensure that settings are refreshed.
6) Re-open the browser.

Internet Explorer 5.x
1) Click Tools on the browser menu bar, then select Internet Options.
2) Slect the Security tab, then select Custom Level.
3) Scroll down the list until you see Cookies. Ensure that the option Enable for both "Allow cookies that are stored on your computer" and "Allow per-session cookies (not stored)" is selected.
4) Select Yes to change the settings.
5) Click OK.
6) Close the browser to ensure that settings are refreshed.
7) Re-open the browser.

Internet Explorer 6.x
1) Click Tools on the menu bar, then select the Privacy tab.
2) Move the Privacy settings slider to the selection you feel is appropriate to allow cookies. We recommend Accept All Cookies.
3) Select Yes to change the settings.
4) Click OK.
5) Close the browser to ensure settings are refreshed.
6) Re-open the browser.

Netscape 4.x
1) Click Edit on the menu bar, then select Preferences.
2) Select the Advanced tab.
3) In the menu on the right, ensure that the option Enable all cookies is selected.
4) Click OK.
5) Close the browser to ensure that settings are refreshed.
6) Re-open the browser.

Netscape 6.x
1) Click Edit on the browser menu bar, then select Preferences.
2) Double-click on the Advanced tab, then click Cookies.
3) In the menu on the right, ensure that the option Enable all cookies is selected.
4) Click OK.
5) Close the browser to ensure that settings are refreshed.
6) Re-open the browser.

Netscape 7.x
1) Click Edit on the browser menu bar, then select Preferences.
2) In the menu on the left, click on Privacy & Security and then click Cookies.
3) In the menu on the right, ensure that the option Disable cookies is not selected. If it is selected, click in the circle to the left to select Enable cookies for the originating website only., Enable cookies based on the privacy settings, or Enable all cookies. We recommend Enable all cookies.
4) Click OK.
5) Close the browser to ensure the settings are refreshed.
6) Re-open the browser.
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24. Do I need to enable cookies?

Yes. It is recommended that you enable cookies. See 23 for instructions how.
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25. Can I Use Mac OS?

Currently we do not support Mac OS for synchronization. You can import a .csv (comma separated value) list directly into the website account for contacts, but calendar import is not supported at this time.
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