Information Technology Operations (ITO)

Mobile Device Frequently Asked Questions (FAQs)

The Intellisync Mobile Suite Client and Blackberry Enterprise Server give you easy access for synchronization with TMCC's GroupWise e-mail client.

Listed below are links to answer frequently asked questions on specific uses of the Intellisync Mobile Suite Client and Blackberry Enterprise Server in conjunction with the PDAs/Smartphones/Mobile devices.

General

Intellisync Mobile Suite Client

Blackberry

iPhone

Which type of mobile device is best for my needs? back to top

Information regarding the various mobile devices, accessories, and plans is available through AT&T Wireless, Sprint or Verizon Wireless.

Verizon Wireless Discounts

TMCC's Verizon Support representative is Chanin Mierau. TMCC Faculty and Staff must contact Chanin Mierau to be eligible for the following discounts through Nevada System of Higher Education:

  • 18% discount off of the monthly access fee on qualifying voice plans with a monthly access fee of $34.99 or higher;
  • 25.0 % off all accessories.
  • Some mobile devices are free with signup.
  • These discounts apply for Business and/or Personal purchases.

Contact Information (Chanin Mierau)

Telephone: 775-722-0099
E-mail: chanin.mierau@VerizonWireless.com

You may contact Chanin Mierau for information regarding the type of PDA, Smartphone, or Mobile Device that is best for you.

AT&T Wireless Discounts

15% Service Discount on AT&T through "State of Nevada." Provide institution identification at a store to add this discount.

What is the procedure for setting up Mobile Devices such as: PDAs/Smartphones/Blackberries? back to top

Make certain that your PDA, Smartphone, Blackberry, or other Mobile device is fully charged before setup.

  1. Contact the Help Desk
  2. Help Desk will coordinate a time to move your GroupWise mailbox.
  3. After your mailbox is moved, an appointment will be scheduled to assist you with activation, software installation, and/or Synchronization settings.

What is Verizon Technical Support's phone number? back to top

1-800-922-0204

My voicemail password is not working. How do I reset my voicemail password with Verizon on my Moto Q9? back to top

Dial 611 and you will be prompted on what to do to reset your voicemail password.

What does the Intellisync Mobile Suite Client do? back to top

The client has an easy-to-use user interface (UI) and serves as your launch pad for delivery of all mobile information.

Using the Intellisync Mobile Suite Client, you can complete tasks such as the following:

  • Changing connection settings
  • Sending and receiving e-mail messages
  • Receiving a history of activity during each connection
  • After a communications session, the new information appears. You can also view information from previous sessions.

The Intellisync Mobile Suite Client offers true synchronization with the server. For example, if you delete an e-mail or a task on the handheld device, you also delete it from your computer and all your other devices the next time you synchronize.

Why am I unable to sync my PDA, Smartphone, and/or Mobile Device, with GroupWise? back to top

If you have lost connection with the Mobile Server, follow the steps below for your particular mobile device:

Synchronize a Palm OS Device Using the Cradle

  1. Make sure that the Intellisync software is running on your computer. If you see a Mobile Suite Client icon in the system tray on the bottom right area of your screen, the Intellisync software is running. If the Mobile Suite Client icon is not in the system tray, click Start, choose Programs, Intellisync, and then choose Mobile Suite Client.
  2. Place the Palm OS device in a cradle that is connected to the computer, and press the power button on the device. The Palm OS device starts up.
  3. Press the HotSync button on the cradle (or in the HotSync application on the Palm OS device). The password confirmation dialog box appears on the Windows PC screen.
  4. Enter your password, and then tap OK. A dialog box appears with initial synchronization session options.
  5. Select one of the following options.
    • Refresh. If you select this option, the data on the server replaces the data on the device.
    • Merge. If you select this option, the data on the server combines with the data on the device.
    • Cancel. This option cancels the synchronization session.

Synchronize a Palm OS Device Wirelessly

  1. Turn on the Palm OS device.
  2. On the Palm OS main screen, tap the Intellisync icon.
  3. Tap Sync or SyncXpress. The password confirmation dialog box appears on the Palm OS screen.
  4. Enter your password, and then tap OK. A dialog box appears with initial synchronization session options.
  5. Select one of the following options.
    • Refresh. If you select this option, the data on the server replaces the data on the device.
    • Merge. If you select this option, the data on the server combines with the data on the device.
    • Cancel. This option cancels the synchronization session.

When the synchronization session is complete, the main screen displays the status of the synchronized items.

From this point, you can synchronize your Palm OS device any time you want by placing it in the cradle (or, for wireless devices, pressing the power button), launching Intellisync Mobile Suite Client, and tapping Sync.

Synchronize a Pocket PC Device

  1. Place the Pocket PC device in a cradle that is connected to the computer. The device starts up. For a wireless device, turn on the device.
  2. From the Start menu on the device, choose Programs. The Programs screen appears.
  3. Tap the Intellisync icon. The Intellisync Mobile Suite main screen appears.
  4. Tap Sync. The password confirmation dialog box appears. The password confirmation dialog box appears during the initial synchronization session. For subsequent synchronization sessions, this dialog box may appear if your password has changed. Enter your user name: ex: jdoe and your GroupWise password.
  5. Using the soft keyboard, type your password in the field, and then click OK. The dialog box closes and the synchronization session continues.

    When the synchronization session is complete, the main screen displays the status of the synchronized items. From this point, you can synchronize your Pocket PC device any time you want by placing it in the cradle (or for wireless devices, turn on the device), launch Intellisync Mobile Suite Client and tap Sync.

Synchronize a Smartphone Device

  1. Place the Smartphone device in a cradle that is connected to the computer. The device turns on. For a wireless device, turn on the device.
  2. On the device, navigate to Programs. The Programs screen appears.
  3. From the list, navigate to Intellisync, and then choose the program. The Intellisync main screen appears.
  4. Navigate to and choose Sync. The password confirmation dialog box appears during the initial synchronization session. For subsequent synchronization sessions, this dialog box may appear if your password has changed. Enter your user name: ex: jdoe and your GroupWise password.
  5. Using the keypad, type your password in the field, and then choose Done. The dialog box closes and the synchronization session continues.

    When the synchronization session is complete, the main screen displays the status of the synchronized items. From this point, you can synchronize your Smartphone device any time you want by placing it in the cradle (or for wireless devices, turning on the device), launching the Intellisync Mobile Suite Client, and choosing Sync.

Synchronize a Symbian OS Device

  1. Make sure the connectivity software that came with your device is running on your computer.
  2. Place the Symbian OS device in a cradle that is connected to the computer. The device starts up. For a wireless device, press the power button to start the device.
  3. Tap the Launcher icon on the device. The Launcher View appears.
  4. Tap the Intellisync icon. The Intellisync Mobile Suite main screen appears.
  5. Tap Sync. The Connection Settings dialog box appears with the Basic tab selected. The Connection Settings dialog box appears during the initial synchronization session. For subsequent synchronization sessions, this dialog box may appear if a field is empty.
  6. Using the soft keyboard, type your user name, password, or server name in the proper field, and then tap OK. The dialog box closes and the synchronization session continues.

    When the synchronization session is complete, the main screen displays the status of the synchronized items.

How do I connect using a wireless connection? back to top

Using Connection Settings

You can modify the connection settings to manage your synchronization sessions.

  1. Choose Connection. The Connection Basic screen appears.
  2. Using the soft key pad, modify the following settings as necessary:
    • Verify settings:
    • User Name. Enter a valid user name to access the server. (Ex: ssmith)
    • Server Name. mobile3.tmcc.edu
    • Connection. My ISP or Internet
  3. Tap OK to return to the Intellisync Settings screen.

Why are my appointments, and/or contacts, duplicating? back to top

Selecting Merge in the Synchronization settings may cause duplicates. The data on the server combines with the data on your device. It is best to select Refresh. The data on the server replaces the data on the device.

Why is my battery running low? back to top

Make certain that your wireless connection is disabled when not in use. If the wireless connection is enabled when not in use, your battery will run down quickly. You may also purchase a longer lived battery.

Why is my PDA/Smartphone/Palm/or other Mobile device continuously trying to connect with the Wireless? back to top

Your wireless connection is enabled. Disabling your wireless connection when not in use will prevent your PDA from continuously trying to connect with Wireless. Disabling the wireless connection will also prevent your battery from running down so quickly.

Where am I able to get more information regarding my mobile device for use with Intellisync Mobile Suite? back to top

Click Intellisync Mobile Suite Client User's Guide PDF icon PDF for detailed information regarding your mobile device.

What features and functionality does the BlackBerry Enterprise Server Software Provide for use with TMCC's GroupWise e-mail? back to top

  • Send and receive e-mail from your corporate e-mail address
  • Sent and deleted e-mails are reconciled in your inbox
  • Synchronization of tasks, calendar, and contacts
  • End-to-end security through Triple DES Encryption
  • Wireless Calendar
  • Scalability
  • Mobile Data Service feature - works with BlackBerry Browser to provide secure, wireless access to corporate data and applications

What is the procedure for setting up Blackberry Synchronization with GroupWise Blackberry Enterprise Server? back to top

Contact your service provider to purchase a Blackberry Enterprise Server license and be certain to specify that this license is for use with TMCC's Blackberry Enterprise Server.

E-mail HelpDeskPhoneSupport@tmcc.edu with your Blackberry Enterprise Server license key which consists of 5 fields of 6 characters/numbers separated by dashes (ex: CAL bescal- xxxxxx- xxxxxx- xxxxxx- xxxxxx).

As soon as Help Desk receives your BES (Blackberry Enterprise Server) CAL (Client Access License), the following information will be e-mailed to you:

In order to setup the synchronization between your device and our servers you need to perform the following procedure:

  1. Open the Setup Wizard on your phone.
  2. Choose E-mail Setup.
  3. Choose I want to use a work e-mail account with a Blackberry Enterprise Server
  4. Choose Yes, my administrator has provided me with an Enterprise Activation password
  5. Input your e-mail and activation password (ex: abcdef) and then press the trackball down selecting Activate to initiate the configuration. (This step will take some time to complete)

That's it! By default only your GroupWise Mailbox and Sent Items are synchronized.

Please note that your activation password is valid for 106 hours from the time this message was sent.

How do I choose which GroupWise items to synchronize with my BlackBerry? back to top

By default, the only synchronized items are your Mailbox and your Sent Items folders.

  1. Open messages
  2. Press the BlackBerry button and select options
  3. Select e-mail settings
  4. Press the BlackBerry button and select folder redirection
  5. Expand your GroupWise folders and place checkmarks next to the items you wish to sync to the BlackBerry

How do I synchronize my GroupWise Address Book with my Blackberry? back to top

  1. You will need to send the Help Desk a request to set the Blackberry Enterprise Server to synchronize to your GroupWise address book (typically the one with your name - i.e., John Doe).
  2. Any previous address book on your Blackberry handheld will be replaced with the address book from GroupWise, so you will lose any previous address book information.
  3. Once the GroupWise synchronization has occurred (up to 4 hours), you can use the GroupWise client to manage your address book contacts.

How do I delete an e-mail from both my BlackBerry and the Blackberry Enterprise Server (BES)? back to top

The default behavior for BlackBerry devices is to only delete e-mail on the BlackBerry device

It can be changed by following this procedure:

  1. Open the messages application on your BlackBerry
  2. Press the BlackBerry button
  3. Find and open the options Menu
  4. Choose E-mail Reconciliation
  5. Change the Delete On option from Handheld to Mailbox & Handheld or to Prompt

How do I use my Apple iPhone with my TMCC GroupWise e-mail account? back to top

  1. From the iPhone home screen, tap Settings
  2. Tap “Mail, Contacts, Calendars,” then tap Add Account
  3. Select Other, then tap Add Mail Account
  4. Fill out your name, e-mail address, password and add a description for the account (for example "TMCC GroupWise").
  5. Tap Save
  6. Make sure IMAP is selected at the top of the screen.
  7. Under Incoming Mail Server, enter imap.tmcc.edu for the Host Name. Enter your TMCC network login ID (username) and password into the User Name and Password fields respectively.
  8. Under Outgoing Mail Server, enter smtp2.tmcc.edu for the Host Name. Again enter your TMCC network login ID and password for the User Name and Password fields respectively.
  9. Tap Save
  10. You may get a pop-up prompting you the Security Connection Failed because the iPhone does not recognize TMCC’s security certificate. At this point, tap Cancel (do not tap Continue or things will just hang forever...). After tapping Cancel, tap Save again.
  11. The iPhone will prompt you that it has not been able to verify your account information and ask if you want to save anyway. That's fine, tap Save.
  12. You will now be back at the Mail Settings screen. You will see the account you just added and "Add Account..." right below it in the menu. Select the account you just added.
  13. Scroll down to the bottom of the form and tap Advanced.
  14. Under Incoming Settings, verify that the following settings are correct: Use SSL: ON; Authentication: Password; IMAP Path Prefix: /; Server Port: 993.
  15. Return to your TMCC GroupWise account main screen
  16. Under Outgoing Mail Server, tap SMTP, then tap smtp2.tmcc.edu under Primary Server
    • Turn off any secondary server that is may be set to ON.
  17. Verify that the following are correct: Use SSL : OFF; Authentication: Password, Server Port: 2525 (This step is essential or you will not be able to send outgoing mail.)

At this point, you may exit the Mail Settings menu and go back to the Home screen.

Note: When starting Mail, you may get another prompt complaining about certificates. This time, tap Continue. At that point, if you tap the refresh icon in the lower-left corner of the screen, the contents of your GroupWise inbox should appear. If you tap Mailboxes in the upper-left corner of the screen, you should see a list of all of your GroupWise folders.

How do I change the default GroupWise e-mail folders that my iPhone uses? back to top

Once you have the basics configured, you might want to alter the default folders that your iPhone uses for Sent and Deleted Items, as it does not use the same folder names that GroupWise (GW) uses by default.

To do this:

  1. From the iPhone Home screen, tap Settings and then select Mail, Contacts, Calendars.
  2. Select your TMCC GroupWise account.
  3. Scroll to the bottom of the form, and tap Advanced.
  4. Under Mailbox Behaviors, you can select if your Drafts, Sent Items and Deleted Items are stored only on the iPhone or in a GroupWise folder. To have your Sent Items and Deleted Items be stored in the appropriate GW folder, tap Sent Mailbox and Deleted Mailbox and then choose your GroupWise Sent Items and Trash folders respectively.

If you have any questions, please contact the HelpDesk.

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