Frequently Asked Questions

Mobile Manager FAQ
Mobile Manager Licensing FAQ
Mobile Device MC50 FAQ
People Pop FAQ
RMS Extensions Licensing FAQ
Web Integrator FAQ

Mobile Manager FAQ

Where can I get a copy of the installer

The installer can be downloaded from our website, (click here) to download current version.

What type of hardware do I need to use this software

Mobile Suite Pro. will work with any greater then 64mb, Windows Mobile touch screen device with a screen resolution of 320x240.

I am getting a message that says "An exception occurred in the onafterinstall event handler of CustomDeploymentActions.CustomDeploymentActions. ->Object reference not set to an instance of an object"

This error is primarily seen during the installation of Mobile Manager. Please verify Microsoft Retail Management System POS is installed and configured to PC before installing Mobile Manager.

I am getting a message that says "Invalid Login" when I try to log into Mobile Manager, I am using my RMS login "user ID" and "password". What do I need to do differently?

The current version of Mobile Manager uses the cashiers RMS "User ID". The password is set in the Mobile Cashier Manager application included on the PC which Mobile Manager was originally installed. This is generally left blank by default until otherwise configured using Mobile Cashier Manager. NOTE: Both are case-sensitive.

PDA crashes while running any of the supported Mobile Suite Pro. modules

This issue is comonly seen when one of the 2 conditions occur:

1. Confirm the correct version of the .NET Compact Framework 2.0 SP2 was installed on the PC where the installation of Mobile Suite Pro. occurred
2. Confirm the PDA is not low on RAM (From Start > Settings > System(tab) > Memory). From a soft reset point, both Storage and Program memory should be greater then 15mb

PDA crashes when performing Sales at point of signature request

This issue is comonly seen when the Merchant account used does not support the credit type used (ie; Visa, Discovery, etc).

I am getting a message that says "Could not retrieve cashier information from database: Invalid object name 'NWT_MobileCashier'." I have verified I am using the correct "user ID" and "password". Why am I getting this error?

This error is caused when the 'NWT_MobileCashier' table is missing from the database. We will first need to uninstall Mobile Manager from the PC. Next, delete the registration keys which configure Mobile Manager to the required database:

• XP: From the PC select (Start > My Computer > C:\Documents and Settings\All Users\Application Data\New West Technologies)
• Vista: From the PC select (Start > Computer > C:\ProgramData\New West Technologies)

Delete the database configuration file RMSDatabaseConfiguration.xml. Last, reinstall/repair Mobile Manager.

Mobile Manager has become unresponsive, and the mobile device seems completely frozen. How can I fix this?

When the device appears to have frozen, the best recourse is to soft reset(warm boot). It is important that you only soft reset because a hard reset(cold boot) may remove Mobile Manager from the handheld device. Also, do not remove the battery to reset the device. Windows Mobile 2003 stores applications in RAM so removing the battery results in the program being lost from memory. Refer to the Product Manual for instructions on how to reset your device.

Mobile Manager has disappeared from my start menu and I can't seem to locate the program anywhere on the handheld. What's wrong?

It sounds like the device has been hard reset(cold boot). This can happen unintentionally. For instance, if the main battery is allowed to completely discharge or if it is removed from the device and the backup battery fails, this may cause programs to be lost. Unfortunately, this is the result of the Windows Mobile 2003 operating system so the best defense is to charge your device on a regular basis and NEVER remove the battery if the backup battery is not fully charged or functioning properly. If your device has been hard reset and your Mobile Manager installation has been lost, (click here) to go to our online deployment guide for instructions on reinstallation.

The scanner has stopped scanning

For most devices this can usually be resolved by performing a soft reset on your handheld device. You will need to contact the hardware manufacturer to determine best resolution. If the device was purchased through New West, please refer to the Product Manual for instructions on how to perform a soft reset.

I am getting a message that says "Connection failed. Please verify your network connectivity and that port 1433 is not blocked by any firewalls.SQLException" What causes this error?

This error is caused by a variety of known issues. We will first need to test database connection while PDA is syncronized with PC to determine if it is a wireless connection issue or not. If connection from cradle is successful, this may be a wireless issue, else SQL Server.

PC Syncronized Connection

1. Verify Server Name is not set to (local)
2. Verify Server IP address has not changed (If using server IP address for server name)
3. Verify there are not 2 PC's with same name (If using PC name for server name)
4. Verify Database Password is correct (Case sensitive)

Wireless:

1. Verify wireless router is configured to same subnet as server (ie; 192.168.1.###)
2. If using the server Name, try testing connection while using the Server IP address (wireless network may not be configured to convert name to IP address).

SQL Server

1. Verify SQL Instance is running on port 1433. If not, you may specify the connecting port from Mobile Manager (ie; Server Name = Server:1327)
2. Verify firewall SQL exception for port 1433(or the asigned port) is available
3. Verify SQL Server is not configured with multiple instances. If so, you may need to specify which instance you are connecting to (ie; Server Name = Server\MSSQLSERVER:1327)

I am getting a message that says "Live Database Connection Lost! Switching to Local Database" Why am I getting this error?

This is an added feature allowing the customer to continue performing their current task when the connection to the database is lost. If connection to database is lost all information currently collected will be stored to the offline database. Once customer has reestablished a connection to their database via wireless or synchronized through cradle, customer can then sync offline database with online database and transfer all collected information. Please refer to the Product Manual for instructions on how to perform offline synchronization.

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Mobile Manager Licensing FAQ

I am receiving the following message "This unlock code cannot be activated. Make sure your internet connection is available. If problems persist, call New West Technologies at 1-800-466-7839." Why am I receiving this message?

Thank you for the question. In order to address this to all users, I would like to explain how our licensing works.

The unlock key provided will license the hardware used in conjunction with Mobile Manager This requires a constant connection to the internet allowing the software to perform validation of the key every 7 days. If the software is not validated in that time frame you will have 14 additional days of use before the software reverts back to trial mode.

Please confirm the following while troubleshooting license activation:

1. The correct key is used with the correct version of software. The first 3 digits of key should match the version indicated on Mobile Manager login screen (ie; M53## = v5.3)
2. The PDA has connectivity to the Internet
3. Confirm there are no typos in the activation key when entered
4. Confirm the key being used is the same key used when originally installed

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Mobile Device MC50 FAQ

I have to press the ENTER key every time I scan. How do I make it so the scanner automatically sends an ENTER key after scanning?

Great Question. To set the MC50 to send an enter key after scanning:

1. Select the Data Wedge icon at the lower right of the MC50 screen (triangular shaped barcode icon)
2. Select Barcode
3. Select Prefix/Suffix
4. Check the box next to Send ENTER key after suffix
5. Press Ok

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People Pop FAQ

I am performing a search for a customer using the telephone number and I receive invalid data. Why does this happen?

Due to recent changes in the resources used to obtain this information, we have developed a patch which resolves this issue. Please download and extract the patch below to the following directory "C:\Program Files\Microsoft Retail Management System\Store Operations" on each POS station running People Pop.

How do I know if I have the latest patch?

Verify the date of the NWT.ReversePhoneLookup.dll is not older then the date of last updated patch below. File location: "C:\Program Files\Microsoft Retail Management System\Store Operations".

(updated 5/6/08) click here for patch

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RMS Extensions Licensing FAQ

I am getting a message instructing me to contact New West Technologies every time I try to use my NWT software. Why?

In order to address this to all users, following is explanation how our licensing works.

The program checks for the following things in order to confirm that the software license is valid:

1. License file:
   Our software will check the C:\Program Files\New West Technologies folder for the license.lic file.
2. Serial number:
   The serial number that is assigned to the database must be the one for which the license is made. For instance, if your RMS dongle number is QC99999999 and you switched dongles with your pal Peter who has dongle QC88888888, your license will not validate.
   Demo licenses require a serial number of QC00000000 be assigned to the database. A serial number of QC00000000 is assigned to the database when there is no dongle on the computer at anytime when the database has been used (RMS is running in evaluation mode). Our trial license will allow our software to be run with a sample database only.
3. Product name & version
   Our software checks that your license is valid for both the product and the version of the product you are using. If you have an older version of our software, you will need an upgraded license prior to installing upgraded software.

I don't know what my dongle number is. How do I find out?

To find the serial number of RMS, open Retail Management System POS and log in. Press Control-Shift-F1. The S/N line is the serial number for your computer, and is always QC followed by eight numbers.

I have the demo license, but my serial number is not set to QC00000000, how can I use the trial version of your software?

You should remove the dongle from the computer, then create a new sample database using the backup file provided by Microsoft, set up RMS to connect to that database, and then install the software. If you would like further instruction on this process, click here.

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Web Integrator FAQ

I have set an item as on sale, but it is not appearing as on sale on my E-commerce site. What do I do?

Requirements for an item to be sent up to the web service as on sale:

1. On Sale is checked in the Web Integrator options
2. This item is on sale is checked in RMS
3. The sale is in effect for a specific period is selected in RMS
4. The Start date is specified
5. The End date is specified
6. Todays date is before that of the end date (the sale ends at midnight of the end date)
7. In order for the sale price to be sent up, it must be checked in Web Integrator

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