Nortel Call Pilot Mini 150 Instructions Manual

Chapter 3  Installing and configuring Desktop Messaging    41
CallPilot Desktop Messaging Installation and Maintenance Guide
11From Please choose whether the server for your incoming mail uses POP or IMAP, select 
IMAP, and click the Next button.
The New Account Wizard - IMAP Location Prefix screen appears.
12Click the Next button without entering a location prefix.
The New Account Wizard - Outgoing E-Mail Server screen appears.
13Check that the Outgoing Server box contains the FQDN or IP address of the...

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Configuring an LDAP directory service for Eudora Pro
1Start Eudora Pro.
2On the Tools menu click Directory Services.
3From the Protocols box, select LDAP.
4Click the New Database button.
The Modify Database screen appears.
5Click the Network tab.
6In the first box, type a descriptive name for the CallPilot directory service.
7In the Host Name box, type the FQDN or the IP address of the CallPilot Mini/CallPilot 150 
system.
8Click...

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CallPilot Desktop Messaging Installation and Maintenance Guide
Chapter 4
Troubleshooting
This chapter is about:
Troubleshooting during installation
Troubleshooting log on problems
Troubleshooting Outlook 2002 problems
Troubleshooting Lotus Notes log on problems
Troubleshooting after logging on
Accessing Desktop Messaging online Help
Using Desktop Messaging Support Tools
Using CPTrace
This chapter discusses problems that subscribers can experience with Desktop Messaging. The 
troubleshooting...

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Microsoft Outlook default mail client
You see the error message when you install Desktop Messaging: “Either Outlook is not the default 
mail client or there is no default mail client to fulfill the current request.” If Outlook is installed on 
the subscriber’s computer but they do not want Outlook to be their default mail client, they can 
change to another client after Desktop Messaging is installed.
To define Outlook as the default mail client:
1Click the...

Chapter 4  Troubleshooting    45
CallPilot Desktop Messaging Installation and Maintenance Guide
4From Update CallPilot Mail databases, select Add CallPilot components or Remove 
CallPilot components.
5Click OK.
6From the Select database(s) dialog box, select one or a group of mail files to update.
7Click OK. 

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Troubleshooting log on problems
Invalid credentials
The subscriber sees messages such as “Invalid credentials. Please retry” or “The server could not 
be located. Please Retry.”
1On the subscriber’s computer, check that Desktop Messaging is configured with the proper 
settings. Verify that the following information is correct:
 mailbox number
 fully qualified domain name (FQDN) or IP address of CallPilot 150 or CallPilot Mini
 the SMTP/VPIM prefix, if any,...

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CallPilot Desktop Messaging Installation and Maintenance Guide
Troubleshooting Outlook 2002 problems
These are issues with how Desktop Messaging works with Outlook 2002. These issues should be 
resolved with a future Outlook service release patch from Microsoft.
Sending messages
When a subscriber who uses Outlook 2002 creates a CallPilot message in the CallPilot window, 
Outlook does not automatically send the message when the subscriber clicks the Send button.
To send...

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Troubleshooting Lotus Notes log on problems
When Desktop Messaging is installed, Desktop Messaging appears under Folders and Views. In 
the Personal Name and Address Book on Local database, two new views are created:
 Groups (CallPilot)
 People (CallPilot)
Subscribers cannot see CallPilot Desktop Messaging
When the subscriber logs on, they do not see Desktop Messaging.
1Verify that the subscriber is in Folders and Views.
2If they do not see Desktop Messaging...

Chapter 4  Troubleshooting    49
CallPilot Desktop Messaging Installation and Maintenance Guide
6Make sure that:
 the Inherit future design changes check box is selected
 Hide formulas and LotusScript is not selected
7Select CallPilot Mail (R4.6) or CallPilot Mail (R5.0).
8Click Replace.
9Press F9 to refresh the window and display the names.
No entries in CallPilot Personal Name and Address Book
While in the Personal Name and Address Book window, the subscriber selects People (CallPilot) 
and does not...

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Troubleshooting after logging on
The CallPilot address book is empty
Lotus Notes 5.0 subscribers must log on to CallPilot before they can download the address book.
1Make sure that your Address Book—People (CallPilot) window is the active window.
2On the View menu, click Refresh.
3Make sure the CallPilot Address Book has been downloaded.
Outlook and GroupWise clients:
1Click Download CallPilot Address Book.
2If it responds with 0 entries found, verify that the...