Intellisync Mobile Suite 8.0 SP2

 

Administrator Guide

 

 

 

August 2007

 

 

 

 

 

 

Introduction

 

Nokia Intellisync Mobile Suite is a portfolio of products that reside on a single server and can be used alone or together to create a comprehensive mobility solution. The Nokia Intellisync Mobile Suite server provides large businesses with the flexibility, manageability and extensibility to connect virtually any corporate data to virtually any device over almost any network to meet both current and future mobility needs.

 

This document is intended to provide information for the administrator on the features available, how they can be configured, common error messages and their solutions.

 

A separate document detailing the installation procedure for Nokia Intellisync Mobile Suite is also available.

 

Intellisync is a modular solution. There are 4 principal components, all of which can run independently of each other and can be enabled or disabled by the license key used to install the solution. The 4 components are:

 

• Wireless Email
• Device Management
• File Sync
• Application Sync

 

The Wireless Email component interfaces with Microsoft Exchange, Lotus Domino or Novell Groupwise and enables full bi-directional synchronisation of all mailbox PIM data.

 

The Device Management component allows the administrator to disable or enable hardware functionality on the client device, to remotely ‘kill’ the device, gather inventory information about the device or back up the device to the server.

 

The File Sync component allows the administrator to remotely provision the client device with any matter of document, application, patch based on rules and conditions set by the administrator.

 

The Application Sync component allows the client device to remotely connect to and interrogate a back-end database such as Oracle or Microsoft SQL Server. This component is not discussed in this document.

 

Client devices can be PCs running Microsoft Windows, Windows Mobile-based PDAs, Symbian devices, Palm devices, J2ME-based mobile phones or BREW phones.

The Intellisync Admin Console

 

 

All of the administration of the Intellisync Mobile Suite is done via the Admin Console, which is a standard Microsoft Management Console (MMC) snap-in, and can be launched from the Programs folder on the Start Menu.

 

The interface appears as shown below:

 

 

There are five main administrative areas:

 

• Management
• Wireless Email
• Device Management / File Sync
• Profile Settings
• WebAdmin

 

 

Version information

 

Right clicking on the Intellisync Mobile Suite console root and selecting About Intellisync Mobile Suite will display version information:

 

 

Clicking the License button will display information on how may users your license allows, and details of any timeout period:

 

 

It is also possible to update the license key here if you purchase additional user licenses in the future.

 

 

Environment Properties

 

Right clicking on the console root and selecting Properties allows the administrator to configure the Intellisync environment.

 

General

 

 

The General tab allows the administrator to configure connectivity to the Intellisync database.

Prior to version 7, Intellisync used a local installation of MSDE as the default database. Later versions now use a Sybase back end database.

 

Proxy Server and SMTP alert details can also be configured here, as well as website security settings and maintenance schedule settings.

 

The default language for client installation packages can also be specified.

Directories

 

 

The Directories tab allows the administrator to specify the location of the ‘staging’ areas used by the different components.

Server Name

 

 

The Server Name tab contains the address details of the server. Here the administrator can configure the address of the server when accessed internally via the LAN and externally via the Internet. Ideally the server name will remain the same, and internal and external DNS servers will be configured accordingly. That way the client will not need to have any settings changed depending on the user’s location.

 

Authentication

 

 

The Authentication tab allows the administrator to enable or disable user discovery. When user discovery is enabled, A user account will be created automatically the first time that user synchronises: provided that they provide the correct authentication credentials.

 

When a user account is created manually, the default authentication method will be Intellisync Authentication. With Intellisync authentication users are authenticated against the Intellisync database. This is the simplest of options. This option may make the most sense if users have authenticated prior to the Intellisync connection, such as with a VPN server. You can specify a default Intellisync authentication password on this tab.

 

With NT Domain authentication users are authenticated against their Windows NT credentials. The user must provide their domain in addition to their user name in the form “domain\user”.

 

Additional authentication sources can also be configured here by clicking on the Authentication Sources button:

 

 

There are three additional types of authentication:

 

With Active Directory/LDAP authentication users are authenticated against a specific LDAP source.

 

 

With Domino authentication users are authenticated against a Domino Directory Server.

 

 

With Groupwise authentication users are authenticated against a Groupwise Directory Server.

 

Secure Administration

 

This tab allows the administrator to lock down the admin console so that login details must be provided each time the admin console is accessed. Individual privileges can be assigned to each administrative account.

 

 

Privileges can be set in the following areas:

 

 

Server Key

 

 

The Server Key tab allows the administrator to configure the length and type of keys used to encrypt client-server communications.

 

 

Secure Gateway

 

 

A secure gateway is a server that can receive data from the Intellisync client, and forward it onto the server on a different port. A typical scenario would be to place the secure gateway in the DMZ and allow HTTP traffic through to it on TCP port 80, then forward traffic from the gateway to the Intellisync server on the LAN on a port defined by the administrator.

 

Domino Push

 

 

The Domino Push setting allows the administrator to define separate Domino and Wireless Email servers.

 

 

Basic Email

 

 

 

This tab allows the administrator to control the Basic Email functionality. Basic email allows for one full Intellisync user license to be reserved, enabling an unlimited number of users to synchronise their PIM data. The only limitation on the number of basic users you can have is the limitation of the hardware that is being used.

Basic email users cannot alter any of the synchronisation settings, this is only possible if you are a full user.

 

Device Mgmt / File Sync

 

 

This tab allows the administrator to specify how many versions of each file package configured on the server should be maintained for backup purposes.

 

Integration with Microsoft System Management Server can also be enabled on this tab.

 

Management

 

 

The Management section allows the administrator to add, remove and edit user accounts and groups as well as generate reports on server usage and performance and view log information.

 

The Management section consists of the following sub-sections:

 

• Users
• Groups
• Devices
• Servers
• Logs
• Reports
• Admin Alerts

 

Users

 

There are four ways users can be created:

 

• Manually
• Imported from a text file
• Imported from the Active Directory
• Automatically discovered upon first synchronisation with authentic credentials

 

To create a user, right click in the right hand pane and select Create User

 

 

The user name must be unique.

If using NT Domain authentication the password field will be ghosted.

If using Intellisync authentication the password must be entered here. The first name, last name and description fields are optional.

 

 

When importing users from a text file, the text file must conform to a specific format. It must be tab delimited and can include a number of properties for a user. The properties are allowed in a random order:

 

$passwd=(followed by the password)

$description=(followed by the description)

$firstname=(followed by the first name)

$lastname=(followed by the last name)

$active=(0 or 1)

$devices=(comma delimited types, valid types are laptop,palm,ce)

 

For example:

 

User1    $passwd=welcome         $active=1

User2    $devices=palm,laptop

User3    $devices=plam

User4    $devices=laptop,ce

User5    $passwd=welcome         $active=0          $devices=palm

 

Any properties not specified will contain the default values.

 

 

When importing users from an LDAP information source, you will need to specify the name of the domain controller or catalog server holding the information, as well as a user account with authorisation to access the database.

 

 

Groups

 

A group is a collection of logical users to facilitate user management. To create a group, simply right click in the right hand pane and select Create Group.

Once the group has been created, double click the icon to view the properties. On the Users tab you can add and remove users. Publication packages can be assigned on a per-group basis. Publications will be looked at later.

 

 

Devices

 

There are two types of device:

 

• Sync devices
• Alert devices

 

Sync devices are those devices which are used with the Intellisync client software and synchronise data with either Exchange, Domino or Groupwise.

Alert devices are those devices which are not able to run a client and the user is notified of changes to their mailbox by text message.

Devices are not added by the administrator, these fields will be populated automatically when a device connects to the Intellisync server.

If Inventory collections have been enabled, then information about the hardware and software on the device will be displayed.

If a device has been reported as lost or stolen, then they can be deactivated from here.

 

 

Servers

 

This component allows you to view all of the Intellisync servers on your network (if more than one is being used), and to disable or enable servers with one click.

 

 

Logs

 

Logs allow you to view historical information about your system. The following logs are available:

 

User activity. Displays connection information on a user-by-user basis. You can select the user and the start and end dates and time.

 

Server Activity. Displays server activity for the start and end dates and times you specify. Unlike the Event Logs, which display log entries for the computer you choose, the Server Summary displays log entries for the entire system.

 

Event Logs. Mirrors the contents of the Windows NT Event Log for the Intellisync server you select. You can see start and stop times for services, as well as critical error information.

 

Device Mgmt/File Sync Logs. These logs provide information specific to Device Management and File Sync. These logs are available only if you have purchased Systems Management or File Sync as part of your system.

 

Detailed log files are stored in the C:\ProgramFiles\IntellisyncMobileSuite\Log directory. These logs contain basically the same information you can view from the Admin Console. If you are having problems with your system, an Intellisync support engineer may ask you to send these files to them for analysis.

 

 

Reports

 

Use reports to see information about your system. After you provide the appropriate input data, click Run Report to generate the report on your screen.

 

 

The following reports are available:

 

• Mobile Gateway History
• Device Connection
• Device Last Connection
• License
• Device Mgmt/File Sync

 

Mobile Gateway History - This report gives you an indication of the load the Mobile Gateway is handling. It shows the number of bytes transferred for the date range you specify. Daily and hourly views are available.

 

Device Connection - This report gives you an idea of which devices are connecting and when. Daily and hourly views are available.

 

Device Last Connection – Allows the administrator to view when specific devices last connected to the server, or generate a report on which devices connected within a specific timer interval.

 

License - The License report shows the number of licenses you have purchased for each product and the number of licenses being used.

 

Device Mgmt/File Sync - If Device Management or File Sync is part of your system, these reports are available from your admin console. The following reports are available:

Staged Files

 

• Staged Files
• Publication Status
• Scheduled Publication Status
• Application Summary
• Hardware Summary

 

 

Admin Alerts

 

Allows the administrator to configure event thresholds that will trigger an alert to be issued by the server, and the means by which alerts should be delivered.

Alerts can be delivered either via email or via instant message notification.

 

 

 

 

 

Wireless Email

 

This section contains statistical information about usage of the system. The following are available:

 

• Server Usage
• Users with recent activity
• Users with no recent activity
• Users with no activity

 

 

Device Management / File Sync

 

 

The Device Management / File Sync component of the solution allows the administrator to send files to or receive files from the client devices as well as performing a range of management tasks. A file can be virtually any sort of binary data: be it a document, application, patch or whatever. Client devices can be completely backed up, audited and configured wirelessly based on the packages and conditions created by the administrator on the Intellisync server. The following options are available:

 

• Photo Sync
• File Packages
• Mobile Web Sites
• Software Installs
• Inventory Collections
• Device Configuration
• Backup

 

Photo Sync

 

 

The Photo Sync component allows pictures taken with the camera on client devices to be uploaded and stored on the Intellisync server or elsewhere on the network. These pictures can then be viewed by the user via the Intellisync web application.

 

File Packages

 

The File Packages wizard allows files to be sent to or received from client devices.

To create a package, right click on File Packages and select Create File Package.

Enter a name for the publication and select the operating system of the client device:

 

 

Click Next. There are a number of pre-defined actions available from the drop-down menu:

 

 

Selecting an action displays further options available for that action. For example, should the action Download File be selected, the following options are available:

 

 

Further intelligence can be added to the package by the incorporation of IF statements. Built into the functionality are pre-defined routines, such as Get Client Operating System, Get Free Storage Space. When used with IF statement, you can create long scripts that will determine what the client is capable of, and continue or halt accordingly.

 

Once the script has been created. Click Next.

 

 

Here the delivery options can be set. The package can be optional, whereby the user can opt to run the package or not, or can be compulsory and will run without user interaction.

The package can also be set to run on a schedule as required.

 

Click Next.

 

 

The publication options allow the administrator to impose limits on the amount of data that is transferred between the client and the server while the package is being run, and also the length of time that the package can run for.

 

Click Next.

 

 

Select the users or groups you wish to be subscribed to the package. Click Finish. The package will now be listed. To edit the configuration of the package, right click on its entry and select Properties. The same options as those shown above will be displayed.

 

 

Mobile Web Sites

 

The Mobile Web Sites wizard allows you to package an intranet site for local offline viewing on client devices.

These mobile web sites are designed to deliver static HTML. The files which comprise the web site (images, etc) are delivered to a local directory on the client device and the hyperlinks are altered automatically to ensure all content can be viewed offline.

 

Right click on Mobile Web Sites and select Create Mobile Web Site Package.

Enter a name for the package, specify the URL of the web site and specify the operating system of the client device:

 

 

Click Next.

 

 

Specify whether the package should be optional or compulsory, and define any scheduling requirements.

 

Click Next.

 

 

Specify the location on the client device where you want the package to be saved and specify any data throughput or time interval limitations as required.

 

Click Next.

 

 

Specify how many links “deep” you want the web site to extend, and whether you wish external links to be included or not. Configure any proxy server details as required.

 

Click Next.

 

 

Specify whether you wish to exclude certain file types from the web site package.

 

Click Next.

 

 

Enter any username and password details as required.

 

Click Next.

 

 

Specify which users or groups should be subscribed to the package. Click Finish. The package will now be listed, to edit its configuration right click on the entry and select Properties.

 

 

Software Installs

 

The Software Installs wizard allows you to download and run application installers to a client device.

Right click on Software Installs and select Create Install Package.

Enter a name for the package and select the type of file you will be downloading:

 

 

Specify the location where the file is located, and the location on the client device you want the file delivered to:

 

 

Specify whether you want the package to be optional or compulsory:

 

 

Specify any transfer limitations as required and whether changes to the publication should automatically be pushed to clients:

 

 

Select which users you want the package to be delivered to and click Finish.

 

 

 

It is also possible to create a custom install package which allows you to add a level of script-based intelligence, such as downloading different installer files to the device based on the operating system of the device. Right click on Software Installs and select Create Custom Software Install.

 

Inventory Collections

 

Inventory Collections allow the administrator to audit client devices so you can quickly view the hardware specifications of a device as well as the applications that are currently installed on it.

 

Right click on Inventory Collections and select Create Inventory Collection

Enter a name for the collection and specify the operating system of the client device:

 

 

Specify whether you want the collection run each time the device is synchronised or on a schedule:

 

 

Specify which hardware elements of the client device should be included in the inventory:

 

 

Specify which users you want to audit and click Finish.

 

 

 

 

Device Configuration

 

The Device Configuration wizard allows you to install an application on a Pocket PC device which will collect the settings for:

 

• Button behaviour
• Owner information
• Power / backlight options
• Beam settings
• Connection settings
• Sound settings
• Calendar view
• Contact view
• Tasks options
• Email options
• Click and time zone settings

 

The application will store these settings and save them on the server allowing you to deploy these settings to multiple devices.

 

 

Backups

 

This wizard allows you to backup the entire contents of a client device for storage on the server, so that should a user accidentally hard reset their device, or lose data, the device can be restored to a working state from the backup image.

 

Right click on Backup and select Create Backup.

Enter a name for the backup, select the operating system and specify whether you want to backup the entire device, or specific files:

 

 

Specify which files should be backed up (if File Backup was selected), and whether the backup should be encrypted:

 

 

Specify whether you want the backup to be optional or compulsory and define scheduling:

 

 

Select which users you want to be able to backup their devices and click Finish.

 

 

Profile Settings

 

 

The Profile Settings section is where all of the rules governing PIM access, data transfer, encryption and security can be set.

 

There are three main sub-sections:

 

• General
• Wireless Email
• Device Management

 

 

General Settings

 

Client Install / Deployment

 

 

This section allows you to specify which operating systems will be available when users attempt to download the client application from the web interface.

Select the platforms you want to support, then click the Generate Standalone Installs button:

 

 

Select the desired language and the location where you want the installer files to be saved and click Generate.

 

See the appendices for details on how to install the client software remotely.

 

 

Push / ReadySync Settings

 

 

This section allows you to configure the Push and ReadySync settings.

Enabling Push means that any emails which arrive in your Exchange, Domino or Groupwise mailbox will be automatically sent to your client device, provided that it has a connection to the Internet.

It is possible to configure further rules which determine which emails are “pushed”. This is done in the Wireless Email section.

 

Enabling ReadySync allows the client to synchronise with the server automatically on a schedule, transparently to the user, meaning that the user does need to remember to initiate a synchronisation manually on a regular basis.

 

 

Security / Encryption

 

 

The Settings tab allows you to determine the strength of encryption that is used when transferring data between the server and the client device. Available options are Triple DES, AES, SSL or No Encryption. You would select the “No Encryption” option if the client device was already using some form of secured, encrypted connection to the network, such as a VPN connection.

 

 

The Credentials tab allows you to specify whether or not authentication credentials can be stored on the device and how long their validity period may last.

 

 

The Power-on Password tab allows the administrator to remotely enable the power-on password security feature on the client device.

The administrator can also define what phone numbers can be dialled from the client device from this tab.

 

 

Web / WAP Security

 

 

This section allows you to specify whether user passwords can be stored on the client device when the server is being accessed either via the web interface from a web browser, or from a WAP-capable mobile phone.

 

 

 

Wireless Email

 

 

This section allows the administrator to configure how the email server is accessed, as well as what data is transferred from the user’s mailbox to the client device.

 

 

Wireless Email User

 

 

The Settings tab allows you to specify what features are visible to the user when they access the web interface and what level of control the user has over their own account.

You can also enable or disable synchronisation from SyncML devices on this page as well as automatically append a signature to all outgoing user emails.

 

  

 

The Performance tab allows you to specify how far back in the past the client will synchronise data, as well as enabling users to override this setting if they so wish.

 

The Size Limits tab allows you to enforce a limit on the amount of data that can be transferred to a client device from each folder of the mailbox.

 

 

Microsoft Exchange

 

 

The Access tab allows you to enter the name of the Exchange server you wish Intellisync to access, as well as the LDAP port and the access method.

 

Support for Exchange 5.5 has been discontinued. With Exchange 5.5 it is possible to only communicate with one Exchange server.

With Exchange 2000 and later it is possible to enter the name of the Domain Controller or Global Catalog Server, and Intellisync will determine the Exchange server that the user mailbox resides on.

 

The Access Exchange Using section allows you to specify how the Exchange server is accessed.

 

The first option, “same account used to access Email Accelerator”, involves accessing the Exchange server using the same account that the Intellisync server is logged in using. This means adding the local user account on the Intellisync server to the domain users group on the domain controller.

 

The second option, “a separate NT Domain account that the user specifies”, means that each user’s individual user account will be used to access the Exchange server.

 

The third option, “this courier account”, involves creating a user account and mailbox, and granting that user access to all of the other users’ mailboxes and accessing the Exchange server in this manner.

 

If you have enabled Push functionality, changes to user’s mailboxes are monitored by the Intellisync server using a mailbox which has access to other users’ mailboxes, in the same way as the courier account described above. These settings can be entered on this tab also.

 

 

The User Settings tab allows you to specify whether you wish to allow users to edit and manage their Exchange connection themselves, and whether you wish users to have access to the Global Address List when they initiate a synchronisation.

 

Lotus Domino

 

 

The Access tab allows you to specify which Domino server you wish Intellisync to access. You can also specify how you wish to access the Domino server.

 

The first option, “same account used to access Email Accelerator”, involves accessing the Domino server using the same account that the Intellisync server is logged in with. This involves creating a user on the Domino server with the same details as the local account on the Intellisync server.

 

The second option, “an ID file and password that the user specifies”, involves accessing the Domino server with the users’ own login credentials.

 

The third option, “a courier ID file and password”, involves creating a user on the Domino server with Manager rights to the other users’ mailboxes.

 

 

The User Settings tab allows you to specify whether or not you wish users to be able to edit and manage their Domino connection, as well as enabling access to shared address books for individual users.

 

 

The Polling Settings tab allows you to configure whether and how user’s mailboxes on the Domino server are monitored for changes.

 

 

IMAP Server

 

 

Should an IMAP mail server be used either alongside, or instead of Exchange, Domino or Groupwise, then the settings for that server can be defined here.

 

 

 

LDAP GAL Lookup

 

 

For non-Exchange or Domino installations, this section allows the administrator to configure how the Global Address list is accessed via Lightweight Directory Access Protocol. Field mappings can also be configured as required.

Novell Groupwise

 

      

 

The Access and User Settings tabs allows the administrator to define the settings pertaining to access of the Groupwise server.

 

Groupwise installations are not currently supported by Hugh Symons Telecom.

Push

 

 

This section allows you to configure what mailbox data is automatically sent to client devices as soon as it arrives on the mail server.

 

Alerts

 

 

This section allows you to configure what mailbox changes will cause a text-based alert to be sent to an alert device, ie a device that does not have the Intellisync client application installed on it.

 

 

Inbox & Outbox

 

 

 

This section allows you to configure what volume of data is sent to client devices as well as defining whether attachments will be delivered or filtering by application extension.

If you do not wish users to be able to alter these settings on the client device, untick the option to “Allow user override”.

 

Two tabs are available: Sync and SyncXpress. This allows you to create two sets of settings for users to choose between. Typically a user will perform a full synchronisation when they have a reliable and fast connection to the server (say, when the device is cradled or when they have a WiFi signal), and an express synchronisation when they only have limited bandwidth available (say, via a GPRS connection).

 

 

Sent Items

 

 

 

This section allows you to configure the same options for the Sent Items folder.

Drafts

 

 

 

This section allows you to configure the same options for the Drafts folder.

 

 

PIM

 

 

 

This section allows you to configure which other folders in the mailbox are synchronised.

 

The corporate contact lookup feature allows you to enter a piece of information about a contact, say a name, and the full contact information for that person will be displayed, such as telephone numbers and email address, provided that that contact can be located within the Global Address List.

Device Management

 

 

Connection Configuration

 

 

This section allows you to enter settings for an Internet connection to be installed on a client device.

Select the operating system of the client device and click Add Connection:

Enter a name for the connection and click OK:

 

 

Enter all of the settings required for the Internet connection as provided by your ISP.

 

Connection Policy

 

 

This section allows you to specify whether a user account can be disabled automatically if there is no activity for a certain amount of time.

You can also specify whether users have a certain number of attempts to enter their password correctly, and what happens to a client device when the user enters their password incorrectly too many times in succession. Available options are to deactivate the device, delete PIM and email data from the device, delete specific files from the device, or hard reset the device completely.

 

Hardware Restrictions

 

 

This section allows the administrator to remotely disable certain elements of hardware on the client device (Windows Mobile 5 devices only).

 

WebAdmin

 

Web Admin is a web-based, scaled-down version of the MMC Admin Console accessible either internally or externally by the administrator. The wbe site can be launched either from within the Admin Console, or by entering the following address into a web browser:

 

http://<servername>/admin

 

If launched from within the admin console you will be taken straight to the web site. If accessed externally, you will be prompted for a login:

 

 

Once logged in, the interface appears as shown below:

 

 

This web site allows the administrator to view and configure the following areas:

 

• Users
• Devices
• Groups
• Publications
• Administrators
• Reports
• Performance Reports
• Logs
• Support

 

Users

 

 

From the Users section the administrator can add, import or remove users, or can also cause an SMS to be sent to the users device that will enable the device to connect to the Nokia web site and download the Intellisync client should it have been removed or should a new device need provisioning. This feature is available for the Nokia e-series range of handsets only.

 

 

Devices

 

 

This section allows the administrator to view which devices are currently being used by the work force. Selecting a particular device will display the following:

 

 

Through this web portal, individual devices can be set to inactive. This means that the user can continue to use the device and view the information held on the device, but no new information will be sent to the device and all synchronization attempts will fail.

Devices can also be locked, requiring that the user enter a known password to unlock it. PIM and email data can be deleted from the device. Specific files can be removed from the device provided that the full path and file name is known. Or, should the need arise, the device can simply be remotely hard reset, returning the device to a factory default state.

 

Should Inventory Collections be enabled on the server, information on the Hardware, Software and Files on the device can be viewed.

 

 

Groups

 

 

This section allows the administrator to add, remove or edit groups.

 

 

Publications

 

 

This section allows the administrator to add or remove users or groups to defined packages.

 

 

Administrators

 

This section allows for additional administrator logins to be created.

 

Reports & Performance Reports

 

These sections allow the administrator to view report son memory usage, synchronization history, server connections, and more.

 

 

Logs

 

This section allows the administrator to view the Intellisync server log files.

 

 

Support

 

This section allows the administrator to send an email message to all users, and to prepare the server log files for upload to Nokia Intellisync support.

 

 

 

 

Using Profiles

 

Once you have configured the settings in the Profiles section, it is possible to create multiple profiles for different users, you are not limited to one policy for all users.

 

To create a new profile for, say, the Inbox, right click on Inbox & Outbox and select Create New Setting.

Enter a name for the new profile and click OK.

This new Profile will now be listed in the tree:

 

 

You can edit this profile as required.

 

To assign this new profile to a user, browse to Management \ Users, right click on the user and select Assign Profiles. The following window will be displayed:

 

 

You will be presented with all of the settings available for the user, as well as a list of all of the profiles for that setting. Individual profiles can be allocated to different operating systems.

Troubleshooting

 

 

“User account disabled” error message

 

 

Problem

 

When attempting to synchronise the user receives an error message “The user account has been disabled”

 

 

Cause

 

This is normally caused when the user fails to login within a certain period of time (normally 15 days)

 

 

Resolution

 

The Administrator will need to re-enable the user account. To do this launch the Intellisync Admin Console on the server.

Browse to Management \ Users and open the properties for the User Account. The following window will be displayed:

 

 

If the account has been deactivated, the Active tick box will be unticked. Put a tick in the box and click OK.

 

 

“Device disabled by mobile gateway” error message

 

 

Problem

 

When attempting to synchronise the user receives an error message “The device has been disabled by the mobile gateway”.

 

 

Cause

 

This is normally caused by the user entering their password incorrectly too many times in succession.

 

 

Resolution

 

The administrator will need to re-enable the device.

Open the Admin Console, browse to Management, Devices, Sync Devices. Right click on the device and select Theft/Loss Protection. The following window will be displayed:

 

 

If the option to Set device to inactive is ticked, remove the tick and click OK.

 

Appendix A - Installing the Pocket PC client

 

The simplest way to install the client is to connect the Pocket PC to the server via the cradle and launch ActiveSync.

Open Windows Explorer and browse to “C:\Standalone Installs \ Pocket PC 2003” or “C:\Standalone Installs \ Pocket PC 2005 M2M” depending on the version of your device and copy the CAB file in that folder to a folder on the Pocket PC.

Once the file has been copied across, on the Pocket PC tap Start and then Programs. Launch File Explorer. Browse to where you saved the CAB file and tap it. The Intellisync client will be installed automatically.

 

Alternately, connect the Pocket PC to a host PC via ActiveSync and open a web browser. Browse to the web interface for the Intellisync and log in.

Select Settings in the left-hand navigation menu, then Add Sync Device:

 

 

The following window will be displayed:

 

 

Select Pocket PC as the device type and then click Next. The following window will be displayed:

 

 

Select the option to Install to PC. The following window will be displayed:

 

 

 Click the Install Software button. The application will then be downloaded to the device and installed automatically.

If you receive any security warnings, select the option to Run:

 

 

Once the client has been installed on the Pocket PC, a band of icons will be added to the Today screen:

 

 

Tap on the right hand icon to display the Intellisync menu:

 

 

Tap on the Settings icon:

 

 

Tap on the Connection button:

 

 

Ensure that the server address is entered correctly and that the user name is entered. Tap OK and the OK again.

 

To initiate the synchronisation tap the Sync button. You will be prompted to enter your password once the connection to the server has been established and will have 30 seconds in which to enter it.

Verify access via the LAN

 

Once the client has been configured, connect the Pocket PC to a host PC on the LAN via the cradle and launch ActiveSync.

If this is the first time you are connecting the Pocket PC you will be prompted to create a Partnership:

 

 

Click Next

 

 

Untick the option to synchronise with an Exchange server. Click Next.

 

 

Untick all of the available options and click Next. It is important to ensure that these elements are NOT ticked as it will cause the Intellisync software to malfunction otherwise.

Click Next and then Finish.

Once the ActiveSync partnership has been created, initiate a synchronisation from the Pocket PC by tapping the Sync button.

 

NOTE – on the Pocket PC, browse to the Intellisync settings page and select the ActiveSync settings. Ensure that ActiveSync connections are enabled:

 

 

NOTE – it may be necessary to add a line to the PC’s host file as described above.

 

NOTE – if the PC normally sends web requests to a proxy server, it may be necessary to bypass the proxy when sending requests.

Open Internet Explorer, open the Tools menu and select Internet Options.

Click on the Connections tab.

Click on the LAN Settings button:

 

 

Click on the Advanced button:

 

 

In the Exceptions box enter the address of the Intellisync server.

 

 

Verify access via GPRS / 3G

 

In order to verify that the client can access the server via the Internet, you will first need to configure an Internet connection on the device.

 

Once the Internet connection has been configured, verify that the device can access the Internet by browsing to Google, then verify that the Intellisync software can synchronise with the server.

 

If entering the friendly name of the server does not work, try entering the IP address. If this works then the company DNS records may need to be updated.

 

If neither works, but the user can access other web sites, check whether they are on the Vodafone network. If they are using Vodafone as their provider, they may need to have the Content Barring system lifted from their account.

The content barring system was introduced in August 2004 and will block any IP address that the system does not recognise. This system was originally introduced to prevent under 18s from accessing sites with adult content. Unfortunately the system blocks all unrecognised IP addresses whether they correspond to adult sites or not.

The solution is to have the barring removed from the account. This is done by contacting Vodafone customer services and proving that you are over 18 – normally by having an amount charged to your credit card and then refunded.

 

 

Appendix B – Installing the PC Client

 

The simplest way to install the PC client is to open a web browser and navigate to the web interface for the Intellisync server. Log in to the web interface then select Settings and Add Sync Device. Select Windows PC as the device type and follow the on-screen prompts to install the client.

 

The Intellisync client for Windows requires that Microsoft Outlook be installed and set as the default email program.

 

NOTE – Offline folders (.oft files) cannot be used with the Intellisync client, it is necessary to set up a separate folder for synchronised information.

 

Outlook XP / 2003

 

The most effective solution is to create two Outlook profiles: one for use when in the office (accessing the Exchange server directly), and one for use when out of the office (using the Intellisync client).

 

Ensure that Outlook is NOT RUNNING.

 

Open the Control Panel and double click the Mail icon. The following window will be displayed:

 

 

Click the Show Profiles button. A list of available profiles will be displayed. You will most likely have one listed called “Outlook”:

 

 

Click Copy. You will be prompted to enter a name for the new profile. Enter “In Office” and click OK:

 

 

Select the Outlook Profile and click Remove. You will be prompted to confirm that you want to remove the profile, click OK.

 

Click Add. You will be prompted to enter a name for the new profile, enter “Out of Office” and click OK:

 

 

The following window will be displayed:

 

 

Select the option to Add a new email account and click Next. The following window will be displayed:

 

 

Select the option to create a POP3 account and click Next. The following window will be displayed:

 

 

Enter your name in the Name field, and enter your email address in the Email Address field.

In the other fields simply put the letter “a”, the contents of these fields are not relevant.

Click Next. Click Finish.

Both profiles will now be listed. Select the option to Prompt for a profile to be used when starting Outlook:

 

 

Select the Out of Office profile and click Properties. The following window will be displayed:

 

 

Click the Data Files button. The following window will be displayed:

 

 

You should see an entry for Personal Folders.

If the list is empty, click Add. The following window will be displayed:

 

 

Select Office Outlook Personal Folders File and click OK.

Click OK again. The following window will be displayed:

 

 

Enter a name for the new file, Intellisync is recommended. Click OK.

Click Close and then Close again.

Click OK.

 

Launch the Intellisync client. Open the Settings menu and select What to Sync…

 

 

The following window will be displayed:

 

 

Click on Settings to the right of Microsoft Outlook, the following window will be displayed:

 

 

From the first drop down menu select the Out of Office profile.

From the second drop down menu select Intellisync.

 

When starting Outlook you will be prompted to select which profile you want to use: “In Office” or “Out of Office”.

Selecting “In Office” will contact the Exchange server directly.

Selecting “Out of Office” will display the emails that have been synchronised using the Intellisync client.

 

The client has now been successfully configured. Verify that the client can synchronise with the server both via the LAN and the Internet.