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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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