Tag Archive for 'BlackBerry'

Now that BlackBerry OS 6 is officially out on the new Torch device, customers have been writing in with a problem: Choosing the Copy2Contact menu option when in the browser does nothing. No error message, no alert, nada.

This is particularly a problem when they first install the software and try to unlock. The unlock code is displayed in the browser screen and the user must copy it to the clipboard and then choose the menu option. Nothing happens, Copy2Contact remains locked or in trial mode, and they cannot use the software at all.

After lots of digging, we’ve finally found other vendors who are having the same issue, and RIM has confirmed it to be a bug in OS 6.

You can see the thread on RIM’s support forum here:

http://supportforums.blackberry.com/rim/board/message?board.id=java_dev&message.id=129999#M129999

Solution: The problem only happens when you are in the browser, so the very much not obvious solution is to copy the code and then exit the browser before choosing the Copy2Contact menu option. This will unlock the product successfully.

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