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Thread: WiFi Troubleshooting on Apple Devices.

  1. #1
    DejaOffice Team Member
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    WiFi Troubleshooting on Apple Devices.

    We are aware that some users have connection issues when syncing via WiFi.

    Below is a comprehensive list of WiFi troubleshooting steps for DejaOffice using Apple Devices.

    We hope this is helpful information:

    *******

    WiFi sync is only possible when your computer and Apple device are both connected to a network that has a WiFi access point.
    Your computer can be connected to the network via WiFi or Ethernet.
    (NOTE:You must connect your Apple device to the same network your PC is connected to.)

    You can verify your Apple device is connected to WiFi when you see the WiFi icon at the top of the screen on your Apple device. For assistance setting up a WiFi connection on your Apple device go to:
    http://www.apple.com/support/iphone/assistant/wifi/

    Here is a page that outlines exactly how to setup and use WiFI Sync with CompanionLink and DejaOffice for Apple Devices:
    http://www.companionlink.com/support...hone_wifi.html
    (NOTE: Be sure to double check all setting entries made after completing this tutorial.)

    If you are experiencing trouble with your WiFi connection on your Apple device, there a number of support Articles on the Apple website that can help resolve those problems.
    http://www.apple.com/support/iphone/wifi/


    Additional Troubleshooting Steps:

    Many times WiFi sync fails because the PC and Apple device are not communicating on the network.
    **Verify the IP address entered in the CompanionLink setup matches the IP address reported by DejaOffice on the device.**
    1. Open CompanionLink Setup/Settings/WiFi Settings
    2. Open DejaOffice and tap the sync icon. The IP address of the Apple Device should be listed in the middle of the sync screen.
    3. Verify CompanionLink shows the same IP address as DejaOffice.

    -OR-

    **Verify your PC and Apple device are on the same network**
    1.On the Apple device, launch DejaOffice.
    2. Open DejaOffice and tap Sync. The IP address of the iPhone/iPad should be listed in the middle of the sync screen.
    - NOTE: If the Apple device reports an IP address beginning with 169, or no IP address see http://support.apple.com/kb/TS1559
    You will not be able to sync until you resolve this issue, and may need to contact Apple for further support on this.
    3. In Windows Click Start >(All)Programs >Accessories>Command Promt
    4. Type "Ping [IP Address]" (Example: ping 192.168.0.103) This is the same IP address you found in step #2.

    Sometimes your Apple device can randomly be assigned a new iP address from the WiFI router.
    **Disconnect the Apple device from the network and reconnect**
    -OR-
    Reset network Setting on your Apple Device
    http://support.apple.com/kb/TS1398

    **Kill and restart the DejaOffice process (only possible on Apple devices running iOS 4 and higher).**
    1 Exit DejaOffice.
    2 Double-tap the Apple device Home button. This should bring up the process manager (under the dock).
    3 In the process manger, tap and hold the DejaOffice icon until it starts wiggling, then tap the "-" symbol, on the corner of the icon, to kill the DejaOffice process.
    4 Restart DejaOffice and attempt to sync from the PC again.

    If you need further assistance, CompanionLink offers a RunStart service for first time setup. You can purchase this service at
    http://www.companionlink.com/runstart/index.html.

    **More Trouble Troubleshooting Links from Apple**

    General WiFI troubleshooting for iPhone ? iPod Touch
    http://support.apple.com/kb/TS1398

    General WiFI troubleshooting for iPad
    http://support.apple.com/kb/TS3237

    Traveling? - Tutorial on using subscription WiFi (Hotel/Starbucks) hotspots:
    http://support.apple.com/kb/HT3867

    If you are having problems connecting to a hidden wireless network:
    http://support.apple.com/kb/TS1651

    Apple Inc, publishes recommended settings for Apple device users connecting to WiFi Networks:
    http://support.apple.com/kb/HT4199


    Feel free to post about how this article works for you.
    If something isn't clear, or if it really helped.
    We would love the feedback.

  2. #2
    Junior Member
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    Internet error message

    I,m traing sync ACT2010 with iphone 4, but when i click at companionlink sync, a pull up message apperar it says Internet error ( unable to connect to remote device) What should I do to solve this problem.

  3. #3
    DejaOffice Team Member
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    Quote Originally Posted by Elias Reyes View Post
    I,m traing sync ACT2010 with iphone 4, but when i click at companionlink sync, a pull up message apperar it says Internet error ( unable to connect to remote device) What should I do to solve this problem.
    Hi Elias,

    You can try the steps below for WiFI sync and ACT!

    [AB42522] Here is some general information about CompanionLink Wi-Fi sync for Apple devices.
    http://www.companionlink.com/product...pple-wifi.html

    This page has detailed setup information
    http://www.companionlink.com/support...hone_wifi.html

    Here are some detailed notes:

    After you have set up the first time, you need only do these steps to synchronize:
    1. Open DejaOffice and go to the "Sync" mini-app
    2. Open CompanionLink on your PC and select the "Synchronize" button

    Sometimes the IP Address can change. This generally only happens if your Wi-Fi Router has been reset. In this case, just obtain the new IP Address, and enter it into CompanionLink Settings on the PC.

    When using Wi-Fi sync, we do not recommend you synchronize the same data using any other method. So please don't also set up Google Sync, Outlook Sync, Mobile Me or any other system for the same data. To do so may create duplicate records.

    If you need further assistance, CompanionLink offers a RunStart service for first time setup. You can order this service at http://www.companionlink.com/runstart/index.html. Also available is Premium Support which gives a year of premium tech care. For details go here:
    http://www.companionlink.com/premium/index.html

    You can also open a support ticket by sending an email to:
    support@companionlink.com

    If you are truing to use the Secure Hosted Wireless Sync let me know.

  4. #4
    Junior Member
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    WiFi Troubleshooting on Apple Devices

    Id like to print documents from my IPad to my Kodak All-in-One printer via WIFI connection.
    Please advise.

  5. #5
    DejaOffice Team Member
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    Quote Originally Posted by Nambamous View Post
    Id like to print documents from my IPad to my Kodak All-in-One printer via WIFI connection.
    Please advise.
    Hi Nambamous,

    I would check the iTunes store for Document print apps. Companionlink SW does not support mobile document printing.

  6. #6
    Junior Member
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    I am syncing two iPhones (iPhone 4 and 3Gs) to one wired computer (Win7 32) using CL Pro 4.0 4047 with two profiles, one for each iPhone. The network runs through a U-Verse 2Wire modem.

    Even though the iPhones connect automatically to the internet, I find that I must reboot the iPhones every time before they can sync to the computer. I check the connection from the browser using the 192.168.1.XXX:8090 command. If this returns "DejaOffice Server is running." then syncing is possible.

    Another problem is that must DejaOffice must remain open and the iPhone must not be allowed to close. Otherwise, the CL Pro Synchronize utility may not retain the correct IP address. Even if I have already set the IP address in the Sync utility, I have to recheck it, because oftentimes it reverts to the previous incorrect address.

    Another problem is that CL Sync status is often incorrect. For example, it may say "Completed Calendar" while the iPhone has just begun to sync the calendar. Or the status bar may stop updating before completion, while the iPhone seems sync seems to have completed. This situation is not predictable.

  7. #7
    DejaOffice Team Member
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    Quote Originally Posted by mikeclarkusa View Post
    I am syncing two iPhones (iPhone 4 and 3Gs) to one wired computer (Win7 32) using CL Pro 4.0 4047 with two profiles, one for each iPhone. The network runs through a U-Verse 2Wire modem.

    Even though the iPhones connect automatically to the internet, I find that I must reboot the iPhones every time before they can sync to the computer. I check the connection from the browser using the 192.168.1.XXX:8090 command. If this returns "DejaOffice Server is running." then syncing is possible.

    Another problem is that must DejaOffice must remain open and the iPhone must not be allowed to close. Otherwise, the CL Pro Synchronize utility may not retain the correct IP address. Even if I have already set the IP address in the Sync utility, I have to recheck it, because oftentimes it reverts to the previous incorrect address.

    Another problem is that CL Sync status is often incorrect. For example, it may say "Completed Calendar" while the iPhone has just begun to sync the calendar. Or the status bar may stop updating before completion, while the iPhone seems sync seems to have completed. This situation is not predictable.
    Hi Mike,

    DejaOffice only accesses the WiFi connection of your apple device. It has no control of the actual IP address assigned by the router. It is merely accessing what your iPhone and WiFi router are connecting to. If your iPhone has trouble keeping a consistent WiFi connection you may want to Contact the Router manufacturer or AppleCare.

    CL and DJO run their own independent functions. CL completed compiling the calendar, and DejaOffice began syncing with it. Sync functions and sequence vary at times due to use patterns as well.

  8. #8
    Junior Member
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    You misunderstand. Both iPhones retain their assigned IP addresses 100%. In my case they are 192.168.1.103 and 104. These NEVER change.

    The problem is in CL Sync. There, I change the IP address from 103 to 104. However, when I try to confirm 192.168.1.104:8090 in the browser, often the connection fails. When I re-check CL Sync, I see that the setting has switched back to 192.168.1.103. This happens quite often. I have to set it to 192.168.1.104 again. Sometimes, several times before it will stick.
    Similarly, when I switch back to 103. I.e., it happens both directions.

    Any explanation?
    Thanks,
    - Mike

  9. #9
    DejaOffice Team Member
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    Quote Originally Posted by mikeclarkusa View Post
    You misunderstand. Both iPhones retain their assigned IP addresses 100%. In my case they are 192.168.1.103 and 104. These NEVER change.

    The problem is in CL Sync. There, I change the IP address from 103 to 104. However, when I try to confirm 192.168.1.104:8090 in the browser, often the connection fails. When I re-check CL Sync, I see that the setting has switched back to 192.168.1.103. This happens quite often. I have to set it to 192.168.1.104 again. Sometimes, several times before it will stick.
    Similarly, when I switch back to 103. I.e., it happens both directions.

    Any explanation?
    Thanks,
    - Mike
    Hi Mike,

    Thanks for the explanation. It Sounds like a problem with the .ini files.
    I have a fix but it will require that you reconfigure your Profiles from scratch.

    Try this:

    1. Open CompanionLink Setup on your PC Desktop.
    2. Hold the following keys down on the keyboard:
    "CTRL"+"SHIFT"+"D" - A folder should display on your desktop.
    3. Close the CompanionLink Setup application
    4. Delete all the files with the extension .ini in the folder that displayed.(Most likely there will be 2 but possibly more.) In my PC I have two profiles setup and one is Companionlink.ini and the other is companiolink-1.ini.
    5. Close the folder.
    6. Launch CompanionLink Setup and re-configure your profile settings.

    I hope this helps.

  10. #10
    Junior Member
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    I deleted the three .ini files and syncing seems to be working better now. I still have to reboot the iphones before CL will see them to sync.
    Another problem:
    I received a phone call during the middle of a sync. This crashed the sync, and then DO would not open. I had to delete and reinstall DO and then resync.
    Is there any way to prevent an incoming call from corrupting an in-process sync and DO itself?
    Thanks,
    - Mike

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