Tag Archive for '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

Internet Explorer Issue on Vista and Win 7 Fixed

Posted on December 21, 2009 in Knowledgebase. 0 Comments Tags: , , .

When Windows Vista came out with a radically different security model, all software vendors had to step up to the plate to make their applications compatible with Vista’s new idiosyncrasies. Windows 7 is now out and that model is here to stay.

We worked very hard to sort out all the nuances of the new OS, but one issue remained for people who use Copy2Contact to capture data from a web page viewed inside Internet Explorer. Inexplicably, the shortcut key configured to activate Copy2Contact simply didn’t work from within IE, though it works everywhere else. A real nuisance.

The problem was traced to a new “Protected Mode” in Internet Explorer 7 and later that, in simple terms, prevents IE from communicating with other applications. The shortcut key, when pressed inside IE, falls into the protected category and is blocked without any notification. Since this mode is on by default, most users are subject to it.

For a while now we’ve been advising people to simply turn off protected mode, but we recently found a work-around for the issue and built it into version 2.11.3 of Copy2Contact, which you can download here.

The work-around is seamless and IE users will have no further trouble when capturing data in Protected Mode.

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 0.9.6 posted w/big bug fix

Posted on May 25, 2009 in Front Page and News. 2 Comments Tags: , .

It took much longer than expected but I think we have a very solid work-around for the missing linebreaks issue mentioned in the last post.

Basically we created an html parser to decode the html email, search for the captured text, and put the linebreaks back in! You would not believe the amount of fiddling and optimization that was required to get this to work.

Feedback is greatly appreciated! Download Anagram for BlackBerry 0.9.6 here.