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Ericsson Mobile Organizer 5.1
Enterprise Edition
User Guide for S80
6/1553-ANF 901 16/1 Rev C 23(26)
6 Troubleshooting and FAQ
This chapter presents steps to perform on your mobile device if you want to check that
it is working correctly and to locate possible errors as well as Frequently Asked
Questions (FAQ).
6.1 Troubleshooting
It is highly recommended that you perform these tests before you contact your IT
administrators for additional support.
1. Check the status of EMO
- The status screen should show Connected
2. Pause and Resume EMO
- This test reconnects the mobile device to the server immediately. If there
is some problem, the EMO status screen will display an error.
3. Restart your mobile device
- This may help if your device has internal errors. On some devices you
need to take out the battery or switch language to restart it.
4. Send an email from the device to your own mailbox and check that it
arrives to your device.
- This test easily shows if the mail is sent at all or if it arrives in the email
server mailbox but not to the device. If it does not arrive in your device in 5
minutes, check if it has arrived to your desktop mailbox. If your corporate
email system is congested, receiving mails may take some time.
5. If EMO has been paused or shut down for a long time, let the client run for
some time to process all queued messages
- EMO needs to process all queued messages before it can receive any new
ones. If the application is closed or paused for a long time there may be a
big queue of messages on the server. Messages can be sent out
immediately, but new ones can be received only after the whole queue has
been processed.
6. If you still experience problems, contact your IT administrator for additional
support. Please add the log files to your support request.
- To locate the log files, open EMO Mail and select EMO > Menu > Tools
> View log and send it as email or copy all and paste it in an email. You
can also browse to the logs with a third party file explorer program. They
are located in the System/Data folder and are named Duality*.txt. If
there are files with the extension .old, please provide these as well.