space

printCUSTOMER SUPPORT

Customer Care FAQs – Mobile Connect logo


Questions about Mobile Connect Messaging


Questions about Mobile Connect carriers and ports


Questions about Mobile Connect and Apple devices


Questions about Mobile Connect and Android devices


Questions about Mobile Connect and BlackBerry devices


General questions about the Mobile Connect application

 


question
Can't find what you're looking for or need more information?
Contact Customer Care at or by dialing the telephone number on your invoice.

 


Questions about Mobile Connect messaging

Q: What message tracking data will be available on My Account?
A: For Mobile Connect devices, My Account records Sent Time, Delivered Time and Read Time.


Q: Will I receive page messages while I'm talking on the phone?
A: This depends on the type of phone and cellular service. See table below.

Network Type Wi-Fi Service Cellular Service
2G GSM (ATT & T-Mobile) Receive Message Will not receive message until after call
3G GSM/EDGE (ATT& T-Mobile) Receive Message Receive message
3G CDMA (Sprint & VZW) Receive Message Will not receive message until after call
4G HSDPA (ATT & T-Mobile) Receive Message Receive message
4G LTE/WiMax Receive Message Receive message

Q: Can I keep my pager and receive messages on both my pager and my Mobile Connect Smart Phone?
A: Yes, for an additional charge, you may keep your pager and receive messages on both your pager and Smart Phone.


Q: Can messages be wiped from a cellular device remotely?
A: Yes, the Administrator can call USA Mobility Customer Service to request the messages on a device be wiped remotely.


Q:How do I add Mobile Connect to my smartphone?
A:It’s simple.  Just Contact Us (link to Contact Us page) and request the Mobile Connect service.  Be prepared to provide your Pager #, Device Type and Email Address that currently goes to your smart phone.  You will receive a registration email with the download link and username/password.

 


Questions about Mobile Connect carriers and ports

Q: What are the smartphone OS versions needed to support the device application?
A: Below are the OS versions needed:

  • RIM: RIM OS 4.5+
  • Apple: iOS 4+
  • Android: Android 2.2+

Q: What cellular carriers support the Mobile Connect Service?
A: Mobile Connect Service is supported by all cellular carriers. It also works if your phone is on a Wi-Fi network.


Q: What IP ports need to be opened on my company Wi-Fi network for Mobile Connect to work?
A: Ports 8091, 443, 80, 5228, 5223 need to be open to the internet in order for the Mobile Connect device application to work on a Wi-Fi network.


Q: Can Mobile Connect message IP phones such as Spectralink phones?
A: Mobile Connect works with Apple, Android and BlackBerry devices. IP phones are not supported.


Questions about Mobile Connect and Apple devices

Q: Alerting only happens when the application is opened
A: The device must be set to allow push notifications. Go to Settings->Notification->MC. Alerts or Banner (ios5) must be selected.


Q: How do I access the reply templates?
A: Press and hold the reply button to access a popup menu that includes selecting a Reply Template.


Q: Alerting when device is set to vibe mode.
A: When the device is set to vibe mode the message alert behavior changes. When the client app is not in the foreground, the message alert will only be a short vibe. When the Mobile Connect app is in the foreground, then the message alert will be both a vibe and an audible alert. This alert behavior difference due to native iOS alerting behaviors.


Q: I am having problems receiving my messages, especially on Wi-Fi.
What can I do to correct this?

A: To help troubleshoot connectivity issues that may be impacting receiving messages, access the Health Check feature within the Mobile Connect application.

To access Health Check, open the Mobile Connect application and press the 'settings' button. Choose the Health Check menu option. All the indicator buttons should be green. If any of the buttons show red, please refer to the chart below to determine the potential issue and its resolution.

Field Potential Causes of Failed Connection Solutions
Reach Mobile Connect Hosted client Messaging via Wi-Fi or Mobile
  • The device may not have a data plan
  • The device may not be connected to a Wi-Fi source
  • The firewall setting may be blocking the connection
  • The mobile connection may be misconfigured
  • The Airplane Mode may be enabled on the device
  • Connect the device to a data plan
  • Connect the device to a Wi-Fi connection
  • Edit the firewall settings to allow connections
  • Disable the Airplane Mode on the device
Reach Mobile Connect Hosted Web Server via Wi-Fi or Mobile
  • The device may not have a data plan
  • The device may not be connected to a Wi-Fi source
  • The firewall setting may be blocking the connection
  • The Airplane Mode may be enabled on the device
  • Connect the device to a data plan
  • Connect the device to a Wi-Fi connection
  • Edit the firewall settings to allow connections
  • Disable the Airplane Mode on the device
APNS Enabled
  • Apple did not return a registration ID to the application
  • The firewall settings may be blocking the connection
  • Reregister the Mobile Connect device
  • Edit the firewall settings to allow connections

Reach Mobile Connect Server Client Messaging at ‘Mobile Connect USMO’ via Wi-Fi or Mobile
  • This connection is not needed for Mobile Connect users
 
Reach Mobile Connect Server Web Server at Mobile Connect USMO’ via Wi-Fi or Mobile
  • This connection is not needed for Mobile Connect users
 
Receiving Apple Notifications
  • The device cannot reach Apple’s server through the port 5223
  • The firewall configuration may be blocking the connection
  • Contact the administrator to make sure outside access inbound to all Apple mobile devices on port 5223 is not being blocked by firewall configurations

Questions about Mobile Connect and Android devices


Q: Why is the message text so small?
A: It is small because the screen resolution of your device is relatively high. A future device client software version will address this.


Q: How can the alert be silenced quickly without exiting or replying to the message?
A: After unlocking the device, pressing the phone Back button will permanently silence the alert.


Q: I am having problems receiving my messages, especially on Wi-Fi.
What can I do to correct this?

A: To help troubleshoot connectivity issues that may be impacting receiving messages, access the Health Check feature within the Mobile Connect application.

To access Health Check, open the Mobile Connect application and press the 'settings' button. Choose the Health Check menu option. All the indicator buttons should be green. If any of the buttons show red, please refer to the chart below to determine the potential issue and its resolution.

Field Potential Causes of Failed Connection Solutions
Reach Mobile Connect Hosted client Messaging via Wi-Fi or Mobile
  • The device may not have a data plan
  • The device may not be connected to a Wi-Fi source
  • The firewall setting may be blocking the connection
  • The mobile connection may be misconfigured
  • The Airplane Mode may be enabled on the device
  • Connect the device to a data plan
  • Connect the device to a Wi-Fi connection
  • Edit the firewall settings to allow connections
  • Disable the Airplane Mode on the device
Reach Mobile Connect Hosted Web Server via Wi-Fi or Mobile
  • The device may not have a data plan
  • The device may not be connected to a Wi-Fi source
  • The firewall setting may be blocking the connection
  • The Airplane Mode may be enabled on the device
  • Connect the device to a data plan
  • Connect the device to a Wi-Fi connection
  • Edit the firewall settings to allow connections
  • Disable the Airplane Mode on the device
APNS Enabled
  • Apple did not return a registration ID to the application
  • The firewall settings may be blocking the connection
  • Reregister the Mobile Connect device
  • Edit the firewall settings to allow connections

Reach Mobile Connect Server Client Messaging at ‘Mobile Connect USMO’ via Wi-Fi or Mobile
  • This connection is not needed for Mobile Connect users
 
Reach Mobile Connect Server Web Server at ‘Mobile Connect USMO’ via Wi-Fi or Mobile
  • This connection is not needed for Mobile Connect users
 
Receiving Apple Notifications
  • The device cannot reach Apple’s server through the port 5223
  • The firewall configuration may be blocking the connection
  • Contact the administrator to make sure outside access inbound to all Apple mobile devices on port 5223 is not being blocked by firewall configurations

Questions about Mobile Connect and BlackBerry devices

Q: Cannot register successfully.
A: Many users press the number keys on the device directly when entering the numeric password in the registration screen. In order to correctly enter the numbers, the Alt key must first be pressed for each number.


Q: How can the alert be silenced quickly without exiting or replying to the message?
A: After unlocking the device, pressing one of the external (side) up/down volume buttons will permanently silence the alert.


Q: I am having problems receiving my messages, especially on Wi-Fi.
What can I do to correct this?
A: To help troubleshoot connectivity issues that may be impacting receiving messages, access the Health Check feature within the Mobile Connect application.

To access Health Check, open the Mobile Connect application. Press your phone’s menu key and select About. Press the phone’s menu key again and select Health Check. All the indicator buttons should be green. If any of the buttons show red, please refer to the chart below to determine the potential issue and its resolution.

Field Potential Causes of Failed Connection Solutions
Correct Mobile Connect Client for BlackBerry OS
  • The incorrect client is installed on the device
  • Install the correct version and build for a BlackBerry device onto the phone
Reach Mobile Connect Hosted client Messaging via Wi-Fi
  • The device may not have a data plan
  • The device may not be connected to a Wi-Fi source
  • The firewall setting may be blocking the connection
  • The mobile connection may be misconfigured
  • The Airplane Mode may be enabled on the device
  • Connect the device to a data plan
  • Connect the device to a Wi-Fi connection
  • Edit the firewall settings to allow connections
  • Disable the Airplane Mode on the device
Reach Mobile Connect Hosted Web Server via Wi-Fi
  • The device may not have a data plan
  • The device may not be connected to a Wi-Fi source
  • The firewall setting may be blocking the connection
  • The Airplane Mode may be enabled on the device
  • Connect the device to a data plan
  • Connect the device to a Wi-Fi connection
  • Edit the firewall settings to allow connections
  • Disable the Airplane Mode on the device
BIS Enabled
  • The BIS is not enabled on the device
  • A successful connection is not established between the device and the BlackBerry Internet Service
  • Enable BIS on the device
  • Establish a connection between the device and the BIS. For more detailed information on how to do so, please reference BlackBerry’s technical documentation.
BES Enabled
  • The BES is not enabled on the device
  • A successful connection is not established between the device and the BlackBerry Enterprise Server
  • Enable BES on the device
  • Establish a connection between the device and the BES. For more detailed information on how to do so, please reference BlackBerry’s technical documentation
Reach Mobile Connect Server Client Messaging at ‘Mobile Connect USMO’ via Wi-Fi
  • This connection is not needed for Mobile Connect users
 
Reach Mobile Connect Server Web Server at ‘Mobile Connect USMO’
  • This connection is not needed for Mobile Connect users
 

Q:We have a BlackBerry Enterprise Server (BES). When I try to register the Mobile Connect Application, I get an error that says one of the following:

  • Access Denied: Insecure SSL Request
  • HTTP Error 500: Internal Server Error
  • HTTP 400: Bad Request
  • The server returned the following error while attempting to fulfill your request: “Connection Timed Out”

A: Yes, there may be some settings on the BES and/or device that will need to change in order for Mobile Connect to work correctly. Please contact your BES Administrator for assistance with BES settings.

You must allow 3rd party applications on the BlackBerry devices. If this is already enabled and there are still problems registering the devices, changes may be needed in the HTTPS settings and Redirections. See KB20833 from RIM on details for how to configure BES settings for browsing HTTPS websites using a certificate that contains “Subject Alternative Name”.


General Questions about Mobile Connect application


Q: Can a user download the app directly from the Android Play Store, Apple App Store, and BlackBerry App World?
A:
Android and Apple:
Yes. Applications are available directly from the Android Play Store and Apple App Store websites. Search for ‘Amcom’ to find the application. Once the app is installed and ran for the first time, the user ID and password from the registration email can be entered to register for the service.

Blackberry: No. The Blackberry app is not available from the Blackberry App World store. It can only be downloaded from the link in the registration email. You must access the application link from you BlackBerry device to install the application. You cannot install the application from your PC.

Q: Changes made to the High Priority and Low Priority alarm options have no effect?
A: Mobile Connect messaging supports the Medium Priority alarm option only. All alarm option changes should be made to the Medium priority settings.