Category: Support

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Licensing Problems via BlackBerry App World

Posted on January 22, 2010 in Support. 0 Comments Tags: , .

Some customers who have purchased Copy2Contact through BlackBerry App World have been experiencing problems getting their license codes or installing the app on a new device. We’ve spent hundreds of hours walking customers through App World to try to resolve the issue and digging through our records to uncover any missed details, all to no avail.

Until now, App World support has been silent on the issue, referring customers back to us for a problem we can’t resolve… we don’t have access to App World’s back-end!

But we recently got a response from App World support that we’d like to share here. We’ll continue to try to work with RIM to get a resolution to this.

Hello Nicholas,

I apologize for the problems you have been having with your application.  We are aware of the Licensing problems currently in App World, and our development team is working on a fix which we hope will be available shortly.

At this time the only workaround is to have users try to re-log into My World.  This will not resolve the problem in all cases but it may provide some assistance to some users:
-open App World and navigate to My World
-click on the menu key and select “Log In”
-enter PayPal credentials used to purchase the application

Sincerely,

Ryan
BlackBerry Customer Support
Research In Motion Limited
Tel:
NA Toll Free: 1-877-255-2377
UK Toll Free: 0808 100 7466
Europe: +44 1753 558400
Worldwide: +1-519-888-6181
Email: help@blackberry.com
Web: www.blackberry.com

Hello Nicholas,

I apologize for the problems you have been having with your application.  We are aware of the Licensing problems currently in App World, and our development team is working on a fix which we hope will be available shortly. 

At this time the only workaround is to have users try to re-log into My World.  This will not resolve the problem in all cases but it may provide some assistance to some users:
-open App World and navigate to My World
-click on the menu key and select "Log In"
-enter PayPal credentials used to purchase the application

Sincerely,

Ryan
BlackBerry Customer Support
Research In Motion Limited 
Tel:
 NA Toll Free: 1-877-255-2377 
 UK Toll Free: 0808 100 7466
 Europe: +44 1753 558400 
 Worldwide: +1-519-888-6181 
Email: help@blackberry.com
Web: www.blackberry.com

Status of IndexOutOfBounds issue in Anagram for BlackBerry

Posted on May 25, 2009 in Support. 0 Comments Tags: , .

A recent post described an issue some users have been reporting where they see an “IndexOutOfBounds” error when attempting to update an existing contact with Anagram.

Some investigating has revealed that this issue occurs on some BlackBerry models and not others. For now it looks like all models running OS 4.5 are affected, while others are not. If anyone sees this issue on another OS level, please post a comment.

We’re hoping RIM engineers will help us investigate why this is happening during the upcoming week. More will be posted soon!

UPDATE: RIM engineers have confirmed this to be  a bug in some BlackBerry OS 4.5 and 4.6 releases. They suggested a work-around that we were able to implement and it seems to work well! Download Anagram 0.9.7 here: http://www.getanagram.com/blackberry/

Anagram for BlackBerry Press and Issues

Posted on May 18, 2009 in Front Page, News and Support. 0 Comments Tags: , .

Just got some great new press on Anagram for BlackBerry on BerryReview.com and Crackbery.com! Response has been great but users uncovered a couple of issues…

The first is a Java “IndexOutOfBounds” error that occurs when updating a contact that already exists in your BlackBerry address book. We’ve been able to reproduce this now in the lab and it’s not clear why it’s happening, but we can definitely find a work-around.

badcontactThe other error is more annoying in that it seems to be a bug built into the BlackBerry itself. Some users were reporting that contacts were coming out with the fields run together and upon investigation, it seems that the BlackBerry itself omits line breaks from the text copied to the clipboard from certain HTML email messages. Then the text cannot be scanned correctly by Anagram since it doesn’t know where one line ends and the next begins!

It’s not clear which BlackBerry models and OS versions are affected, or what the exact formatting of email messages is that triggers this issue. But one thing is clear: Anagram has no control over how the BlackBerry copies text to the clipboard.

Fortunately, it looks like there is a technical work-around that we’ll be testing out here over the next couple of days. I’m certain this issue can be worked out as well.

Lastly, it looks like BlackBerry Storm users are having problems with some of the standard dialog boxes that Anagram presents. Specifically, it’s difficult to press one or the other button on yes/no dialogs. We assumed they would work properly and did limited testing since they’re standard and built into the BlackBerry! We’ll have to research alternatives.

Overall, we’re happy to have some great feedback and exposure for Anagram!