Common Error Messages

The following is a list of the most common error messages generated by iPhonebook, iDatebook, Remo, iPhoneBackup or the sync client software. Please click on the error message number you are seeing for information about the cause of the error and steps to solve it:

Error -534: The server returned an error
Service Not Available
Server Not Responding
Error 403: User Authentication Failed
Error 406: PIM Preference
Error 10129: The server returned an error
Error 10148: The server returned an error
Error 12002: Could not connect with server

Error -534: The server returned an error. Press clear to try again.

Message:

When attempting to connect using iPhonebook, iDatebook or Remo, this error is generated.

Cause:

The signal is not quite strong enough to reach our servers, but strong enough to initiate a data call.

Solution:

Keep trying from different locations. It's likely marginal signal strength in your area, or it could just be marginal signal strength of the data network (but not the voice network) in your area, or a temporary problem with it.

Check with your carrier's tech support to see if there are issues with the data network in your area if the error message perists.

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Service Not Available: Please try again later

Message:

When attempting to connect using iPhonebook, iDatebook or Remo, this error is generated.

Cause:

It's likely low signal strength in your area, or it could just be low enough signal strength in order for the phone to not be able to connect to the data network (but may show enough bars for the voice network) in your area, or there may be a temporary problem with the data network, or the data network is not supported in your immediate area.

Solution:

Keep trying from different locations.

Check with your carrier's tech support to see if there are issues with the data network in your area if the error message persists. If they do not indicate any issues in that area, feel free to submit a form at Remoba tech support, but please check first with your carrier.

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Server not Responding

Message:

When attempting to connect to an email account using Remo, this error is generated.

Possible Causes:

1. Are you a Motorola v710 user? Click here for more specific setup information for that phone model.
2. Wrong username or password in Remo account setup.
3. The email server you are trying to connect to requires SSL and you have not enabled SSL in the account setup.
4. Problem with the email server you are trying to connect to.

Solutions:

1. Motorola v710 users click here.

2. Check and make sure that the username and password you're using for Remo is the exact one that your email service requires for POP or IMAP login and access for desktop programs like Outlook Express. If you use Outlook Express, the setup for Outlook Express should be exactly the same in Remo.

If you are not sure, please contact your internet service provider about POP or IMAP settings to access your email using a remote email client like Outlook Express or Remo.

3. Does your email service provider require SSL to be active in order to access the email server? If so, see the SSL section in the Remo tutorial to set this up.

4. If you think there is a problem with the email server, contact your email service or internet service provider.

A quick troubleshooting step: If you are also using Outlook Express or a PC remote email client and notice that doesn't connect either, it could be the sign of an issue at the email service provider.

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Error 403: User Authentication Failed

Message:

When attempting to synchronize using the sync client, you get the following error message:

Could not connect with Server.
Status code: 403
Internet Error: 0
ReturnCode X001 User Authentication Failed. Check the entered userid and password -- is CAPS lock on?

Cause:

The username and/or password in the sync client does not match the username and/or password you use to log into your web account.

Solution:

1. Go to http://www.remoba.com/index.html and click on login. Log into your web account manually: key in your username email address and password that you used when you registered your web account. If the browser you are using autopopulates a password, clear it out and re-type it manually, to be sure you remember the right one.

If you forgot what your password was, click on "forgot password" and follow the steps to change it. If it let you in, make a note of the username and password and go to step 2.

2. Click on the "Synchronize" icon. It usually looks like this:

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Then, choose the "setup wizard" option. Manually type in the same username/password that you used in step 1, to log into your web account. Make sure the password is case sensitive to the password you use for the web account. Make sure "CAPS Lock" is not on on your computer when typing in the password. Hit "next."

3. Make of the PIM name. Make sure it's the correct one (if using Outlook, for example, make sure it's not set to "Outlook Express" However, this mismatch usually generates error 406).

4. Keep hitting "next" until you see "finish" and then click "finish" to sync. If still an error, go back to your web account, click on the "options" tab and check your PIM setting. Is it the same PIM as what you saw in step 2 (for example, if the PIM is set to "Outlook 97 or higher" in the sync client, make sure it's not set to "none" or "Outlook Express"). If you changed the setting, click "save" on the upper right hand side of the page.

5. Click on the Sync icon again, and hit "synchronize." If you're still getting the error 403, please contact tech support.

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Error 406: PIM Preference

Message:

When attempting to synchronize using the sync client, you get the following error message:

Could not connect with Server.
Status code: 406
Internet Error: 0
ReturnCode X700 Web Server or User Preference Configuration problem prevented command execution. Please check the user preferences on your web account. Is your PIM preference up-to-date?

Cause:

The PIM (Personal information manager) setting in the sync client is a mismatch with the PIM setting in your web account.

Solution:

1. Go to http://www.remoba.com/index.html and click on login.

2. Click on the "options" tab.

3. Scroll down the page to the "Personal Information Manager(PIM) you are synchronizing with on Your PC" section. What is selected in the dropdown menu? The most common error is that Outlook users have "Outlook Express" selected. Change it to "Outlook." Or, it is set to "none." Select the proper PIM from the dropdown menu.

4. Click the "Save Button" before leaving this page.

5. Go back to the sync client and hit "synchronize."

6. If you're still getting the error, please follow the steps for Error 403 before contacting tech support.

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Could not connect with Server. Status code: 0 Internal error: 12002 The operation timed out

Message:

When attempting to synchronize data from the desktop PC using the sync software, this message is generated, indicating that the sync client is unable to connect to the internet.

Cause:

Either the PC is not connected to the internet, there is a problem with the internet registration or there is a firewall program on the PC that is preventing the program named "iPhonebook.exe" from accessing the internet.

Solution:

1. If you are a dialup user, make sure you are connected to the internet and can navigate to live web pages (not just pages cached in your browser).

2. If you are a DSL user, sometimes refreshing your DSL connection and rebooting will solve this. Please contact your DSL provider for more information on this.

3. If you have a firewall program such as Norton, Symantec, Trend Micro or Zone Alarm, check to see if the program named "iPhonebook.exe" is being prevented from accessing the internet. If you are not sure where this setting is, please check the help section of those programs. You can also try and turn off the firewall temporarily when you synchronize, but this is not a recommended practice.

4. If the above steps don't work, please contact tech support.

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Error 10129: The server returned an error

Message:

iPhoneBackup users trying to restore contacts backed up from their old phone into their newly purchased phone generates this error message, to "press clr and try again."

Cause:

Backups not completed from some phone models appear to store duplicated data.

Solution:

Contact Remoba Tech Support and open an online case, specifying the make and model number of both the current phone and the old phone.

Error 10148: The Server returned an error

Message:

When using Remo, iPhonebook or iPhoneBackup, this error message number is generated when the user selects "sync contacts" or "backup contacts" and the sync or backup does not complete.

Cause:

Names (first or last) manually programmed into the phonebook with special characters such as "ã" or other letters with accents will not upload to the web server and this error message will generate.

In most phones, in order for these characters to even be available, you would need to change the language setting from English to Spanish or other languages that the phone supports, and then add contacts with these characters. However, Motorola phones like the v710 do not require this, and you can scroll through these types of characters regardless of the language.

In addition, some phones are touchy with the "#" or "*" character when included in the first or last name field when trying to sync or backup contacts.

Solution:

Remove any Spanish characters or "#" and "*" characters in the contact names and try sync contacts or backup contacts again.

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