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EasySync Pro does not connect to SmartPhone device
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| | | Abstract | | At times, Lotus EasySync Pro will not connect to a Windows Mobile SmartPhone device on install because SmartPhones feature a Two-Tier security model. This document describes the Two-Tier and One-Tier security models and contains a utility that allows EasySync Pro customers to switch to a One-Tier model. | | | |  | | | Content | Lotus EasySync Pro® will not connect to a Windows Mobile® SmartPhone device on install because SmartPhones feature a Two-Tier security model. The following error messages display on the computer:
And then...
This document explains the meaning of the Two-Tier and One-Tier security models and contains an .exe utility (SmartPhone Security Manager in the Attachment section below) that allows EasySync Pro customers to switch to a One-Tier model.
WARNING: Mobile carriers typically do not support using this type of utility on your device. If you experience problems with your device after changing the security model, your carrier can refuse technical support. IBM cannot help you troubleshoot device issues unless they are directly related to the EasySync Pro software.
As a part of troubleshooting device issues, you may be asked to do a hard reset of your device which you should be willing to do.
Background:
The SmartPhone Security Manager utility was developed solely for the use of EasySync Pro customers who experience problems running EasySync Pro on SmartPhones that feature a Two-Tier security model.
The Two-Tier security model can be enforced by manufacturers and/or carriers and can restrict either the RAPI communication (which EasySync Pro uses) or the device's Registry. The SmartPhone Security Manager utility allows you to change the security model to One-Tier. One-Tier unlocks the restrictions that prevent EasySync Pro from installing/running.
This utility has been fully tested and no problems have been reported. It is also easy to reverse the changes and return to the Two-Tier security model using the utility. Also, your device can be completely reset back to the manufacturer’s settings by a "hard reset."
On first use:
1. If your device contains important data, be sure to back up this data using ActiveSync or Windows Explorer (refer to your device's/ActiveSync documentation).
2. Connect your device and allow ActiveSync to connect.
3. On your computer to which your device is connected:
-- Double-click the SmartPhone Security Manager utility .exe (in the Attachment section below) and download it to a location on your computer.
-- Double-click the .exe to execute. As long as the phone connection is detected, you will see the following screen:
NOTE: If EasySync Pro is installed on a drive other than the C:\ drive, you may receive the following error:
4. Since this is the first time the utility has been run on this device, the security model is unknown. You must choose an option before the Apply button is enabled. Choose One-Tier and click Apply.
5. The change should be instant and will now reflect the current state of the device. The Apply button will be disabled again until you choose another option.
6. Exit the utility and power off your device. After powering it back on, the new security model will be enforced and you can continue to install/use EasySync Pro.
At subsequent use or to revert to a Two-Tier model:
1. Connect your device as before and execute the SmartPhone Security Manager utility from the location where it resides. The screen will display the current security model of your device. You can toggle back and forth between the two security models in this way.
NOTE: After making any change, ALWAYS FIRST POWER OFF AND THEN POWER ON YOUR DEVICE.
2. If you ever want to reset your device to the manufacturer’s settings (as if the utility never ran), use your device’s “Clear Storage” function to hard reset the device. This will clear all data and settings and return it to the original state in which it came from the manufacturer/carrier.
Error messages:
1. If the device is not detected by the SmartPhone Security Manager, you will see three screens. If this occurs, exit the utility and disconnect the USB cable. Wait 5 seconds and then reconnect. Also make sure your device is powered on completely and that ActiveSync is connected.
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2. If your device is not a supported model or does not have the same security structure, the utility will load but when you attempt to click Apply to activate the new model, you receive an error. If this occurs, your device cannot be unlocked using this utility. There may be another method to do so. Contact EasySync Pro Product Support for help.
Another instance: In one particular case, after reinstalling EasySync Pro as a clean install, errors still occurred. The problem was with the name of the file, "Smartphone%20Security%20Manager.exe". Changing the file name to eliminate the occurrences of "%20" worked and EasySync Pro connected successfully. | | | | | | | | | |
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| Product categories: |
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| | Software | |
| | Mobile, Speech and Enterprise Access | |
| | Mobile and Enterprise Access | |
| | Lotus EasySync Pro | |
| | Lotus EasySync Pro | |
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| Operating system(s): |
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Windows Handhelds
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| Software version: |
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4.2.4, 4.2.5
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| Reference #: |
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1281860
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| IBM Group: |
| | Software Group |
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| Modified date: |
| | 2009-09-16 |
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