emacberry.com Software for BlackBerry® Devices FAQ
with OS 4.2.1 or higher


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FAQ


  • After the purchase I need my Registration Code

    First of all normally you should receive your Registration Code in the moment your purchase an emacberry.com application in AppWorld™ or at MobiHand. It could happen occasionally that this does not happen. Now it depends where you have purchased the application:
    • BlackBerryWorld™ (aka AppWorld™)
      Via your BlackBerry Device:
      All your purchased within AppWorld are connected to your BlackBerryID (AppWorld 2.0) or to your PayPal account. Launch AppWorld on your BlackBerry and go to the MyWorld section. The Application you have purchased should be listed in the Installed- (or Uninstalled) Section.
      Select the Application from the List and open the details Screen. Here you should already see the RegistrationCode listed under 'License'. If this is not present on the screen then there still might be Menu Entry 'Copy license to clipboard' present.
      If there is no license displayed/available you might like to reset AppWorld by holding ALT and typing 'R' 'S' 'T' - for Storm users: hold down the alt key (the one displaying 1,2,3,!) till it's locked then type '3' '4' '(' - now launch AppWorld again and provide in the MyWorld section your BlackBerryID (or your PayPal credentials). Now all your purchased Apps should be restored. Check if now your RegistrationCode will be displayed now.
      If all this fails, you should contact us and providing us with the following information:
      1. The Product you have purchased
      2. Your DigitalRiver OrderConfirmation eMail
      3. Date of purchase
      4. Device used for the purchase (9000, 9500, 9800 etc...)
      5. Your Provider (Verizon, Sprint, Vodafone, AT&T, etc...)
      Via the web from PC or MAC
      In the past it was possible to point your webbrowser to https://appworld.blackberry.com/webstore/myworld/ and login with your BlackberryID now you could see all your installed/purchased application.
      Before the release of BlackBerryWorld all applications that provided you with a RegistrationCode had displayed the code behind the 'License key:' line (I hope this functionality will be restored in one of the next releases of the web version of BlackBerryWorld).
    • MobiHand
      I am sorry to let you know, that MobiHand has filed bankruptcy - this means that their website (which could be used in the past to access your purchased RegistrationCodes) is no longer available.
      If you haven't made a backup og your purchases at MobiHand, all your data is lost and can't be restored.
      If you are extremely lucky, you can send an eMail to our support stuff including the following information:
      1. Your MobiHand account eMail (the one that was used for the purchase)
      2. The BlackBerry Device Model that was used for the purchase
      3. Your BlackBerry Device PIN that was used for the purchase
      4. The MobiHand OrderNumber of your purchase (optional)
      We might be able to restore your RegistrationCode if you are able to provide us with the information listed above - but we can not give you an guarantee - sorry.
  • I Switched my device and I need my Registration Code again

    The best way to switch devices is using the DeviceSwitch Application build into the BlackBerryManager-Application - or you make a backup from your old device and then restore this backup on the new device - in both cases there should not be the need to enter the RegistrationCode for the emacberry.com applications again. If you can't or don't want to use this method there are alternatives to get your registration code again on the new device (Please note that you should uninstall the application on the old device too). To restore your Registration Code depends from where you have purchase an emacberry.com application:
    • BlackBerry AppWorld™
      First of all you need to install AppWorld on the new device (if it is not preinstalled). Launch AppWorld and:
      • If you have made your purchase before AppWorld 2.0 was released (only PayPal payment was available during this time) then you should login with your PayPal account.
      • If you made your purchase with a BlackBerryID then login with your BlackBerryID-Account
      After the login all your previously purchased/installed applications will be listed in the "uninstalled" section and you should be able to reinstall your purchased applications. Select the Application from the List and open the details Screen. Here you should already see the RegistrationCode listed under 'License'. If this is not present on the screen then there still might be Menu Entry 'Copy license to clipboard' present.
      If all this fails, you should contact us and providing us with the following information:
      1. The Product you have purchased
      2. Your DigitalRiver OrderConfirmation eMail
      3. Date of purchase
      4. Device used for the purchase (9000, 9500, 9800 etc...)
      5. Your Provider (Verizon, Sprint, Vodafone, AT&T, etc...)
    • MobiHand
      - see information about MobiHand above -
    • -All-
      It could happen that after a device switch the application report that it's used on too many devices simultaneously - if you run into this problem (e.g. cause you had to change your device a couple of times cause of warranty issues) then please be so kind and contact the support team and provide them with the the Application Name and Your PIN of your current device on which you like to continue to use the emacberry.com application.
  • RegistrationCode is used on too many devices simultaneously

    First of all please note that when you like to use an emacberry.com application on multiple devices then you need for each of the devices a separate RegistrationCode - it's just the same like for every other software you use on your computer. Nevertheless it could happen that after a device switch the application report that it's used on too many devices simultaneously too - my apology in advance for this inconvenience - if you run into this problem (e.g. cause you had to change your device a couple of times cause of warranty issues) then please be so kind and contact the support team and provide us with the the Application Name and Your PIN of your current device on which you like to continue to use the emacberry.com application.
  • FileScout requires online access to validate the Registration Code

    When you see the message
    The application requires online access to validate your Registration Code. Please ensure that FileScout has the sufficient permissions to make an Internet connection - Thanks in advance.
    then FileScout was not able to verify your registration code. This verification is required from time to time.
    1. Please check your FileScout - General Options - Preferred Network Setting - you might need to adjust this to WiFi, BES/BIS or it might be required (when using WAP2 or TCP) to configure in APN in the advanced TCP/IP configuration of your BlackBerry.
      And don't worry - You can always access the FileScout Options via the default BlackBerry Options (Wrench-Icon) in order to adjust your current FileScout configuration]
    2. Additionally you should check that you do not block the application in the firewall or in the application permission settings. You can check your configuration with the detailed description given here: How to configure Internet access for FileScout.
  • Update Issues with AppWorld™ 3.0

    With the release of AppWorld™ 3.0 it looks like that updating an Application can be quite a challenge.
    Please follow these Steps:
    1. Uninstall the application (FileScout) via the AppWorld™ 'Delete' Button (no worries all you need is your RegistrationCode - and that is connected to your BlackBerryID)
    2. Perform the reboot when prompted
    3. After the reboot start AppWorld™ again
    4. (just checking)
      FileScout should be listed under "uninstalled" apps
    5. Now go to the 'My World'-Section of AppWorld™ 3.0
    6. Clear AppWorld™ Cache
      To clear the App World™ cache on QWERTY devices hold the ALT key and type RSTRST. For the BlackBerry Storm 9500/9530 the process is holding the !?123 button until it locks and then typing 34(. For BlackBerry Storm 9520/9550 users you will have to press and hold the !?123 button and type 1?2.
    7. It takes a while (looks like AppWorld is frozen) and then you are on the HomeScreen again
    8. Start AppWorld™ again
    9. Go to My-World Section
    10. Cause of the reset you need to enter your BlackBerryID & PWD again
    11. Your Application-List will be refreshed
    12. FileScout is still listed as "uninstalled" Application
    13. Now you should be finally able to update to the latest FileScout version
    I am really sorry for this inconvenience - but this 'Service' was delivered by AppWorld™ 3.0 - and I am as Vendor just a passenger myself.
  • How to make use of the BBM™ Integration of an Application

    RIM have made the decision, in order to make use of the BBM™ APIs (BBM™ connectivity) in an Application, it have need to be installed via RIMs Infrastructure - to be more precise - it have to be installed via AppWorld™.
    Since for the BBM™ connection you need to sign in with your BlackBerryID the System have the connection to the installed AppWorld™ applications.
    If you sign into a BBM™-Connected Application with your BlackBerryID and there is no corresponding record in AppWorld™ for this BlackBerryID and ApplicationID then the BBM-Connectivity will run into the TEST mode. The TEST-Mode is limited to 100 users (BlackBerryIDs) and is of course for internal testing purpose only.
    Each emacberry.com BBM™-Connected app will show in the About Dialog the BBM™Connection status - it should be always "LIVE".
    Also important to know is, that the users running in the TEST-Mode does not see the LIVE-Mode users and vice versa. So in order get the full potential of the BBM™-Connectivity make sure that you are running in LIVE-Mode.
    So to make a long story short: In order to use the BBM™ functionality of any application you need to install it via AppWorld™.
    The good news is, that you do not need to have the application purchased at AppWorld™ - it's sufficient enough to have it installed/updated via AppWorld™.
    So if you have already purchased a RegistrationCode for a emacberry.con Application you can install the free TRIAL (or LITE) version of the Application from AppWorld™ and make use of your existing Code.
  • How to Reset AppWorld™ (clear Cache)

    Occasionally it can happen that AppWorld have difficulties with it's internal cache. This will result that you either can't purchase an application or that is not showing as one of your purchased app.
    Therefore AppWorld has a hidden functionality to reset the internal cache of the application. Once you reset this cache you need to enter your BlackBerryID and the corresponding password. So please make sure that you have both before you continue.

    Preparation

    • Make sure you have your BlackBerryID and the password
    • Start AppWorld and go to the 'MyWorld' Section (where your installed/uninstall applications are listed)

    Clear your AppWorld™ Cache

    • To clear the App World™ cache on QWERTY devices hold the ALT key and type RSTRST
    • For the BlackBerry Storm 9500/9530 the process is holding the !?123 button until it locks and then typing 34( [which is the equivalent to RST]
    • For BlackBerry Storm 9520/9550 users you will have to press and hold the !?123 button and type 1?2 [which is the equivalent to RST]

    What's next ?

    • AppWorld™ will perform the reset - this could lead to the situation that your device may become unresponsive for a while (while the cache data is cleared). This process may take several seconds (sometimes even minutes).
    • The next time you are going to start AppWorld™ and when you are entering the MyWorld section you need to provide your BlackBerryID and password. Once that is happen AppWorld™ starts to refresh all your previously purchased applications that are connected to the entered BlackBerryID.
  • Update failed/not possible - invalid COD Error Messages

    Updates/Installation via BlackBerryWorld™ (aka AppWorld™)

    basically there are two reasons why updating via BlackBerry World could fail:
    1. Local data caching (or connection) issues
    2. Currently the application is not available
    BlackBerry caching issues can be solved most of the timy by restelling BlackBerry World - how this cane be done is described here in the FAQs.
    In very rare circumstances it could happen that the application is currently not available in BlackBerry World - this can be the case, if the released emacberry.com application version in BlackBerry World a serious bug have been found and we have decided that it's better to take the application temporary out of the shelf.
    In this situation BlackBerry World reports all different types of errors - but at the buttom line it's just that the application is currently not available (for your OS and/or device).
    When this happens you can be sure that we work with high pressure on a new release of our emacberry.com application and hopefully the new build will be approved by BlackBerry in a short perioid of time [but it could take 7 days (rare cases)].
    The best way to stay up to day with us is to follow us in Twitter or like us on Facebook - since there you can be sure to be notified about the latest issues.

    Updates/Installations form emacberry.com (OTA)

    In 98% of all cases where users have difficulties to update/install an application OTA directly from the emacberry.com website the root cause is the build in browser cache (or if it's not the cache of the device - it's another proxy cache in between).
    If you have error messages during the installation (like 'Invalid COD' or the installation reports and old version) then please be so kind and clear your BlackBerry Browser Cache.
  • How to report a Bug/Uncaught Exception?

    First of all we are sorry that you are running into an issue with oneof your applivcations. n order to trace down the root cause of the issue it might be required that you wil send us a so called 'StackTrace' - but please don't be afraid this sounds more complicated then it actually is.
    Please simply follow the steps below:
    1. You need to open the System Event Log.
      You can open the System Event log from the main screen of your BlackBerry (the one that is showing you all the applications). Simply hold the ALT key and type the char sequence LGLG.
      An alternative would be to simply install the free FileScoutLite application - there you will find an Entry called 'Show Sytem Event Log' accessible from the applications options.
    2. So the System Event Log should now be open - fine.
    3. If you are an advanced user, you can filter the System Event Log by different types of Events:
      The events we are currently looking for a 'Java Exceptions'
      By default Java Exceptions are also listed in bold in the System Event Log.
    4. Now you need to find the exception from the emacberry application - they can be identified by the fact that they include the String 'emacberry' or 'com_emacberry' in some sort.
    5. You should be able to mark/select this emacberry Exception line in the System Event Log and open the BlackBerry Menu. This should give you the option to open the StrackTrace.
    6. Once the StrackTrace of a single Exception have been opened you can copy the text and paste it into an email to to support team.
    7. If there are multipe exceptions (containing 'emacberry') then please repeat the open, copy and paste procedure.
    By following this procedure you would help us tremendously in order to analyse the root cause of your issue.
 

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