Nortel Call Pilot Mini 150 Instructions Manual

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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 CallPilot Mini/
CallPilot 150 system, and then click the Next button.
14Click the Finish button.
15On the menu bar, on the Tools menu click Options.
16 From the Category heading click the Attachments icon.
The Options screen appears.
17From Encoding method, select MIME.
18From the Category heading, click the Styled Text icon.
19 From the When sending mail with styled text (HTML), select Send plain text only.
20Click the OK button.
You return to the main screen. 
						

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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 the Search Options tab.
9If your network is slow, move the slide bar under Search timeout toward Long to increase the 
timeout.
10In the Search Base box type the search base for the CallPilot directory. The search base is 
ou=users,ou=callpilot
11Click the OK button.
You return to the Directory Services screen.
Testing the Eudora Pro IMAP account
1From your telephone to log on to your CallPilot mailbox.
2Compose a test voice message and send it to the subscriber.
3Have the subscriber check that the message appears in their Eudora Pro client. 
						

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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 information is divided into problems and suggested solutions. Based on the 
expertise of subscribers, you can ask them to do some of the troubleshooting procedures.
If the suggested solution does not correct the problem, contact your Nortel Networks 
representative.
The problems discussed here apply to all clients unless otherwise noted. Perform the suggested 
solutions from the desktop computer, or, where noted, on CallPilot 150, CallPilot Mini or CallPilot 
Manager.
Troubleshooting during installation
Before you begin to install Desktop Messaging for Microsoft Outlook, GroupWise, or Lotus 
Notes, you require:
 the subscriber’s CallPilot mailbox number
 the fully qualified domain name or IP address of CallPilot 150 or CallPilot Mini
 the SMTP/VPIM prefix of CallPilot 150 or CallPilot Mini
Obtaining the Desktop Messaging version number
1If the subscriber cannot log on, but you require the CallPilot version number, navigate to: 
windows\system
mdcva.exe
2Right-click the file and select Properties.
The Properties page appears.
3Select the Version tab.
The version number for Desktop Messaging is displayed.
Note: Before you install Desktop Messaging, make sure the Integrated Client 
(Microsoft Outlook, GroupWise, or Lotus Notes) is working properly. 
						

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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 Windows Start button, point to Settings and click Control Panel.
The Control Panel window appears.
2Double-click the Internet Options icon.
The Internet Properties dialog box appears.
3Click the Programs tab.
4From the E-mail list box, select Microsoft Outlook.
5Click the OK button.
No authorization to perform this operation
Subscribers must have Manager or Designer access control of the mail database to install Lotus 
Notes Desktop Messaging. The Lotus Notes administrator sets this control on the server for each 
subscriber. The default is Manager access.
To determine the level of access control for a subscriber:
1From the subscriber’s Lotus Notes Mail database, click File, click Database, and click Access 
Control.
2Click the subscriber’s name in the displayed list.
The subscriber’s access control level appears in the Access box. The choices are Manager, 
Designer, Editor, Author, Reader, Depositor, and No Access.
For a subscriber to install Desktop Messaging, Manager or Designer must be displayed.
3If neither Manager nor Designer is selected:
— you must temporarily give the subscriber Manager or Designer access
or
— the Lotus Notes administrator must manually update the Mail database from the server for 
each subscriber who needs CallPilot access
This update creates a new view, CallPilot Desktop Messaging, in Lotus Notes.
To update a CallPilot subscriber Mail database from the server:
1Install CallPilot Desktop Messaging on the Lotus Notes server computer by running Server, 
setup.exe.
2Start Update database design.
3To locate the Update database design program, click Start, point to Programs, point to Nortel 
CallPilot Desktop and click Update database design. 
						

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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, of CallPilot 150 or CallPilot Mini
2Check that you can log on from the telephone using the same mailbox number and password.
3Test that you have network connectivity to CallPilot 150 or CallPilot Mini.
Issue a network command to CallPilot 150 or CallPilot Mini exactly as it appears in your 
Desktop Messaging configuration. Try to ping using the DOS prompt, and ensure that you 
receive a valid response from CallPilot 150 or CallPilot Mini. If you do not have network 
connectivity to CallPilot 150 or CallPilot Mini, you are not able to access Desktop Messaging.
These steps are applicable only in a DNS enabled environment:
4Ensure that DNS is configured on this computer. Under TCP/IP properties, click the DNS 
tab. Ensure that a DNS server is listed. Verify that it is the correct IP address for the DNS 
server.
5Check with the DNS administrator whether the server name is in the DNS server. Verify that 
the correct hostname is configured in the DNS server.
6Check that the CallPilot FQDN is properly configured in the DNS server.
CallPilot Logon Failure
The subscriber sees a message that their computer is not connected to the network.
Tell the subscriber to contact their network administrator. 
						

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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 the message, the subscriber must click the Send/Receive button on the Outlook toolbar. 
We recommend subscribers install Outlook SP 1 from Microsoft, which fixes this issue.
Accessing CallPilot support tools in Outlook 2002
This section describes how to use CallPilot support tools specific to Desktop Messaging for 
Outlook 2002.
To reset the CallPilot Message Store in Outlook 2002
1On the subscriber’s computer, press the Ctrl and Shift keys.
2In Outlook, on the Tools menu, click Send/Receive, Accounts, CallPilot Transport.
3Continue to press the Ctrl and Shift keys until the CallPilot Reset Mailbox dialog box 
appears.
4Click Reset Mailbox.
To access the Outbox Fix utility in Outlook 2002
1In Outlook, on the Tools menu click E-mail accounts.
The E-mail Accounts wizard appears.
2Select View or change existing e-mail accounts, and then click Next.
3In the e-mail account list, select CallPilot Desktop Messaging.
4While you press the Ctrl and Shift keys, click Change.
The CallPilot Outbox Fix dialog box appears.
5Click Fix outbox. 
						

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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 and they are in Folders and Views, ask the subscriber to 
uninstall the current version of CallPilot, and then reinstall it. When they reinstall, tell them to 
make sure that when they reach the Ready to Install window they select the Update Lotus 
Notes databases check box.
Replacing the Mail database design
The Lotus Notes administrator can replace the Mail database design from the Lotus Notes server.
To update the Mail database design:
1Copy one of the files into the notes/data directory on the Lotus Notes server:
 cpmail46.ntf for Lotus Notes 4.6
 cpmail50.ntf for Lotus Notes 5.0
2Use File > Database > Open to add the mail database icon that you are going to update.
3Select this icon.
4Select File > Database > Replace design.
5In the Replace Database Design window, select the Show advanced templates check box.
Note: In Lotus Notes 5.0, these views are accessible only from the View menu. In 
Lotus Notes 5.0 subscribers must log on to CallPilot before they can download the 
address book.
Note: Even if the subscriber does not select the check box, you can manually update the 
Mail database design.
Replace the Mail database design only if you have not customized Lotus Notes. If you 
replace the database design, any customization is removed.
You require Manager or Designer-level access to update the Mail database design. 
						

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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 see any entries in the CallPilot Address Book.
Ask the subscriber to download the CallPilot Address Book manually and update the Personal 
Address Book template.
To manually download the CallPilot Address Book:
1Make sure that Address Book—People (CallPilot) window is the active window.
2On the Actions menu, select Download CallPilot Address Book.
The dynamic link library nNOTES.dll could not be found in the specified 
path
1On your desktop, right-click the Lotus Notes icon, select Properties, and then click the 
Shortcut tab.
2Examine the properties of your Lotus Notes shortcut.
3Verify the path in the Start in box.
Note: Usually, when Lotus Notes creates a shortcut, it puts a working directory in this box.
4Add or update the path.
You download the CallPilot address book and 0 entries are found
1 Check the CallPilot Address Book search base.
Search base is configured under Actions > CallPilot Desktop Messaging > CallPilot 
Desktop Messaging. Select the Address Book tab.
2Verify that the search base is exactly as it is configured on the CallPilot Administration Client. 
						

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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 search base is correct.
The subscriber has message access problems
The subscriber has modified the settings so that they are now correct, but the subscriber still 
cannot access their messages.
If you modified the settings while Desktop Messaging was open, close and reopen Desktop 
Messaging so that the settings take effect.
The subscriber has problems sending messages
When the subscriber sends a message, it arrives in the recipient’s Outlook mailbox, but it does not 
arrive in the CallPilot message mailbox.
1Ensure that when you address the message, you locate the recipient’s address in the CallPilot 
Address Book. If the recipient is defined in your Personal Address Book, then ensure that the 
Personal Address Book entry is a CallPilot address.
2To ensure that the recipient is defined as a CallPilot Address type, highlight the name, click 
Properties, and verify that the Address Type=CallPilot.
3Before you send the message, in the To field, highlight the Recipient, click Properties, and 
verify that the Address Type=CallPilot.
Messages remain in the subscriber’s Outbox
On Microsoft Outlook, messages remain in the mail client outbox (not the CallPilot Message Store 
outbox). This problem can be caused by the migration from one server to another while 
maintaining the same Outlook client.
Remove the Outlook server, then re-add it to the subscriber’s profile.