Paging Software for Wireless Messaging to PCS phones, Alphanumeric Pagers, and PDA's InfoRad's FAQs

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ErrorHandling

1. (1104) Local Error: Could not access modem

  • The first question to ask: "Do you not have a high speed Internet connection or does your paging company not support text messaging via the Internet?" If you have a high speed Internet connection and your paging or cellular company supports Internet text messaging, then change your Receiver (under Edit, Receivers) to use an Internet Messaging Service (WCTP, SNPP, or SMTP). If you are unsure whether or not your paging company supports text messaging via the Internet, then call your local paging representative to find out for sure. Most, if not all, cellular companies support text messaging via Internet email (Show Me) or via the Internet SNPP (Show Me).

    Otherwise, if you know that you do need to dialup to your paging company, then here is another question: "Does InfoRad software show a name of a modem under Setup, Communications?" This error indicates that your InfoRad software is not communicating properly with the modem, no modem exists on the Com Port, your modem is not properly connected to your PC, or the modem is not powered up.

  • Restart the PC. This could be because the port that the Modem uses could not be opened (port was busy, or it does not exist, etc.) or because the Modem itself did not respond (Modem is turned off, or is using another port, etc.). So make sure that the Modem is working properly and is not being used by another program. Many times, it is helpful just to restart the PC, especially after new updates have been installed.

If it is an external Modem, it’s more obvious that the Modem is turned on and working properly. Make sure the lights are working as they should and make sure that the Modem’s serial cable is properly seated at both ends (at the Modem itself and at the PC). Also, make sure that the phone line is plugged into the Line side of the Modem and that (if a phone is plugged into the Modem) the phone is plugged into the Phone side of the Modem.

If all this checks out ok, then continue on below.

  • Reinstall the InfoRad software (Walk Me Through). During the installation, make sure to choose to "Keep the existing files/paging database" and when prompted, "Override the system's modem configuration..." and click on Create to make sure that the InfoRad software is able to communicate with the Modem. If a string is generated, the test is complete, click it back to "Use the system's modem configuration..." Click OK to finish the installation. Try sending another test page.

  • Reinstall or Upgrade the Modem's driver. Make sure to restart the computer if the Modem's driver installation program requires. You may also want to reinstall the InfoRad software again as directed above and see if the software is able to communicate with the Modem during the installation as described.

  • Get/Try another Modem. This is the last resort that no one really wants to hear. However, getting a new Modem or trying a different Modem may be the easiest way to resolve this issue at this point. InfoRad Tech Supports recommends any type of Modem with a “Conexant” chipset or any US Robotics Modem (Internal PCI or External Serial – not USB. We do not recommend USB Modems because of their Win-modem resemblance).

  • Registered Users - Contact InfoRad Tech Support. If you are beyond the point of frustration after exhausting all efforts above, the please contact us so that we can help. techsupport@inforad.com


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2. (1105) Local Error: Line is not available
This means that the line device selected for sending pages is unavailable to the system. Usually this means that the line is in use by some other application.
  • Make sure that the phone line is plugged into the Line side of the Modem and that (if a phone is plugged into the Modem) the phone is plugged into the Phone side of the Modem.



  • Connect a phone to the modem's phone port so that you can listen in on the call made by the InfoRad software. Make sure that there is a dial tone prior to sending a message.


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3. (1201) Remote Error: Could not handshake with service
InfoRad Wireless software was able to CONNECT to the answering modem, but is receiving no further response from the messaging service.
  • Check to ensure the messaging service modem access number is correct. Note that it may also be called the Terminal phone number, AlphaPort phone number, or Access number.

  • Check the messaging service communication parameters – Baud Rate, Data Bits, Parity, and Stop Bit. (Note: Most wireless messaging services are 1200 Baud, sometimes 2400 or 300; and are almostalways 7 data bits, even parity, 1 stop bit.)

  • Check the modem selection in the Communications Setup.

  • Select Override in the ModemConfiguration dialog, and then click on the Create button to build a unique initialization string for your modem.

  • Reference your modem manual (reference AT command section) to construct a modem initialization string for your modem.

  • Check with your modem manufacturer to ensure that your modem supports the wireless messaging service Baud Rate and data settings (Ex: 1200, 7, even 1). Note: Modems that are known to not work with numerous paging companies are Intel 53X Modems and USB Modems. However, this does not mean that these modems will not work for you. It does mean that InfoRad Tech Support might not be able to get your modem to communicate properly with the paging company. Tech Support may recommend that you purchase another modem, which may save time and money.


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4. (1202) Remote Error: Service did not respond to message
The wireless messaging service did not return any response code after the InfoRad Wireless software sent a data block; generally a result of a poor connection, or can be a problem at the messaging service. Sometimes this error may be returned from the paging system (or paging company) if an incorrect pager ID is entered. Make sure that you are using the proper code or phone number, normally the seven or ten-digit phone number of the pager. Do not use dashes, spaces, or parentheses.
  • Verify the Receiver ID (Under Edit, Receivers)

  • Retry sending the message(s).

  • If received when sending multiple messages, check with your wireless messaging service for any limit on the number of messages that can be sent in a single dial-upsession.


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5. (1203) Remote Error: Message was not acknowledged
The messaging service responded to a data block with the NAK code.
  • Retry sending the message.
  • Try Removing the area code from the wireless receiver ID number (text pagers). NOTE: The Receiver's ID (under Edit, Receivers) is normally the seven or ten-digit phone number of the pager. Do not use dashes, spaces, or parentheses.
  • Verify that the proper seven or ten-digit wireless receiver ID number (or phone number) is entered.
  • Use the wireless receiver’s PIN number.
  • Check the maximum message length, lower the message length - setting to 80 characters - and retry. You can change the Maximum Message Length under Edit, Messaging Services. Select the appropriate Messaging Service being used by the affected Receiver(s) and click the Edit button.


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6. (1204) Remote Error: Forced to abandon by service
It is most likely that either the Receiver ID is entered incorrectly or the pager is not setup for "UVB" with your paging company

Possible Cause #1:

Enter the correct ten-digit phone number of the pager, do not use dashes, spaces, or parentheses.

Possible Cause #2:

If you have Arch (USA Mobility) pagers and you know that you have entered the correct phone number, then call your local Arch representative and verify that the pager(s) are setup for UVB.



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7. (1205) Remote Error: Service forced a disconnect
The wireless messaging service sent the InfoRad Wireless software a disconnect code. This can happen when the service does not accept InfoRad Wireless software response to the login prompt.
  • Check that any password is valid in the Wireless Messaging Service setup advanced properties. (Note that most wireless messaging services do not require a password.)
  • A [P in error messages in the Failed Messages error screen indicates that the wireless receiver ID # is incorrect—try and use the PIN number and not the wireless receiver phone number in the receiver’s ID Number field. Double-check the receiver ID to make sure it was correctly entered.
  • Some messaging companies will reject messages if the message is too long. Try sending a short message. If it successfully sends, verify the allowable message length with your messaging company, and then set the message size in the wireless messaging service.
  • Make sure the wireless receiver has been activated or not disconnected by the messaging company. Optionally, try messaging it from your phone as a numeric pager.
  • Verify that you are dialing the correct access number for your receiver—wireless messaging services sometimes have multiple systems, and your wireless receiver number must be valid on the system to which you are connecting.


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8. (1206) Remote Error: Invalid reply to login
The messaging service did not properly respond after the InfoRad Wireless software’s login.
  • Retry sending the message.
  • Check the data bits and parity settings (Messaging Service Advanced Settings).
  • Check that any password is valid. Remove the password if it is not required by the messaging service.
  • Try changing the baud rate (Messaging Service Advanced Settings).
  • Check the modem selection in the Communications Setup to ensure that the proper modem is selected.
  • Select Override in the modem configuration, and click on the Create button to build a custom initialization string for your modem.
  • Reference the ‘Using High Speed and Fax modems’ section of the manual or on-line Help and your modem’s manual (reference AT command section) to construct a modem initialization string for your modem.
  • Check with your modem manufacturer to insure your modem supports the messaging service Baud Rate and data settings (Ex: 1200, 7, even, 1).


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9. (1301) Communications Error: Could not connect with remote modem
This appears when the phone was successfully dialed, but no CONNECT message was received. Common causes are bad service phone numbers, bad modem initialization strings, bad modems (on either end), incorrectly installed modems (no dial tone) and so on.
  • Verify that you correctly entered your messaging service phone number and parameters such as baud rate, data parity, and stop bits. You should always hear a high-pitched modem connection tone when dialing the correct number.
  • Verify your modem selection or custom init string. If you are using a Fax or high-speed modem disable the data compression and error correction features; see Using High Speed and Fax Modems section for more information.
  • Verify that you are dialing the correct service number for your wireless receiver—messaging services sometimes have multiple service numbers, and your wireless receiver number must be valid on the number you are dialing.
  • Verify your dialing location settings and selection.
  • Check if the messaging service requires a password, and if so, verify that password (normally, messaging services don’t use a password).
  • Double-check the custom modem initialization string, if the override option was used during modem setup.
  • Make sure the modem isn’t attempting to connect to a fax number.
  • The wireless messaging system may be experiencing technical difficulties. Check with your messaging service.


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10. (1303) Communications Error: There was no dial tone on the dialing line
This appears when the local modem could not detect a dial tone, and so could not begin dialing.
  • If you are using a USB modem, then our first recommendation would be to try using another modem. We recommend either any Internal PCI modem with a Conexant chipset, or an External Serial US Robotics modem.
  • Verify the modem is correctly installed.
  • Check to see if the phone line is in use or is working properly.
  • Verify that your modem has power, that you have dial tone at your modem, and that your phone line is plugged into the modem jack labeled line.
  • Verify that your dialing location and options are correct (Windows Telephony or Modems control panels).
  • Verify your modem selection. If you have a digital phone system, you may need to use a special jack to access an analog phone line. Plugging your modem directly into a digital phone system will not work, and may damage the modem or the phone system.


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11. (1304) Communications Error: The called number was busy
This appears when the program has already redialed the service provider the specified number of times, and received a busy signal every time.
  • This error may appear if you need to dial an 8 or 9 to get an outside line (for long distance) but do not have the software setup to do so. If you are familiar with adding this as a rule to the Dialing Properties, do so. Otherwise, you can "hard code" this into the phone number of the Messaging Service. Under Edit, Messaging Services, select the appropriate Messaging Service and click Edit. Uncheck the option to "Use Area Code, Country Code, ..." and enter the appropriate Dialing String to the Phone Number (Ie. 8, 1-800-555-1212).
  • Verify the messaging service access number is correct.
  • Check if the messaging service is busy or experiencing problems.
  • Increase the re-dial on busy setting in Communications Setup, Advanced Modem Settings, Dialing Options.


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12. (1399) Communications Error
The generic communications error that appears when there is some problem reading data from the communications port.
  • Check for any device conflicts.

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13. (1400) TAPI error: TAPI initialization failed
To start up TAPI, the program must load some TAPI / operating system DLLs. If the DLLs cannot be loaded, this error will appear. You may need to install/reinstall TAPI. You can do so by downloading and installing the latest Service Pack for Windows. Microsoft's Internet Explorer may also come with TAPI. If that does not help, then you may need to add or configure TAPI under Start, Control Panel, double click on the Phone and Modem Options, Click on the Advanced tab and make sure that all of the appropriate Service Providers are added. Windows should have them configured properly for you. You may also want to try restarting the PC. If the problem persists, try reinstalling the InfoRad software and/or your Modem driver.


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14. (1401) TAPI error: Could not negotiate common API version
There are different versions of TAPI available. Windows 95 shipped with TAPI 1.4 and Windows NT 4.0 shipped with TAPI 2.0. InfoRad Wireless tells the system that it can support TAPI 1.4 and the system responds by enabling only the features available in that version. If there is some problem with this process (for example, if the system only supports TAPI 1.3 or lower), you may see this error. Normally, simply rebooting the computer should fix this problem.


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15. (1402) TAPI error: Unable to query TAPI address capabilities
Before placing a call on a device, the program queries TAPI about the line’s capabilities. This message shows up when TAPI will not or can not respond to the request.


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16. (1405) TAPI error: Selected device does not support data calls
TAPI devices include modems, fax boards, ISDN telephones, and other devices, not all of which can transfer data the way modems can. Before sending messages, InfoRad Wireless checks to be sure that the device the user selected is in fact a data modem, and not some other TAPI device.


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17. (1410) TAPI error: Could not open line device
Before placing a call, InfoRad Wireless checks to be sure that the line is available (and shows error 1105 if it is not), but if there is some problem opening the line (even if TAPI claimed the line was available) this is the error message.


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18. (1415) TAPI error: Could not specify status messages to monitor
After opening a line device, the InfoRad Wireless software informs TAPI which status messages are important for the call. If there is a problem doing this, this error appears.


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19. (1425) TAPI error: Could not specify port settings prior to opening port
Before placing a call, the InfoRad Wireless software attempts to set the baud rate, data bits, stop bits, flow control, error correction and data compression settings specified for the modem and messaging service in use. If there is a problem doing this, this error appears. Verify with your modem manufacturer that your modem supports the baud rate and data settings required by your messaging service (usually 300, 100, or 2400 baud with 7 Data Bits, Even parity, 1 Stop Bit).


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20. (1435) TAPI error: Could not create call parameters
This error appears if the data structure containing parameters for TAPI cannot be created. This would only happen if the computer ran out of memory.

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21. (1440) TAPI error: Call to lineMakeCall() failed
InfoRad wireless uses the lineMakeCall() function of TAPI, which opens the serial port. This error appears when this call fails.


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22. (1450) TAPI error: No response to lineMakeCall()
After the InfoRad software places a phone call with TAPI (or after you attempt to send a message), the InfoRad Wireless software expects to get some responses back from TAPI, which is software that comes with Windows and handles other software trying to get access to the dialup modem, including an announcement that the modems have either connected or disconnected. If those responses do not arrive within 60 seconds, this error appears. InfoRad is confident that your InfoRad software will connect and disconnect your modem properly (from years of experience). However, there may be other software that does not release the modem properly. Sometimes, you may even have to log off or reboot the PC in order to get the modem disconnected. You may want to investigate other software that is using the modem to see if there are any issues with that software. This could be critical to the InfoRad software working properly.


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23. (1455) TAPI error: Could not get port handle from TAPI
After placing the phone call, the InfoRad Wireless software asks TAPI for direct access to the COM port, through which it can send and receive data. If the port handle is unavailable for some reason, this error appears.


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24. (1460) TAPI error: Could not change call parameters
After dialing a call in Override mode (Modem Configuration), the InfoRad Wireless software attempts to switch back to standard TAPI mode to actually send pages, then hang up. If the switch back to standard TAPI mode does not work, this error appears.


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25. (1499) TAPI error: Unexpected TAPI error
This is error message used in cases where the InfoRad Wireless software is able to detect that something has gone wrong with TAPI, but the error is not one of the above listed errors.


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26. (4001) AFP error: Name does not exist in pager or group list
The AFP was able to read an ASCII file, but the word or words interpreted as the name of a pager or a group of pagers did not match any pager or pager group in the InfoRad Wireless software database. Check for correct spelling of the name or group name in InfoRad Wireless software or in the application generating the message (Refer to the Enterprise User's Manual). Remove any excess spaces in the name in InfoRad Wireless software.

This has also been a problem for some customers when a read-only attribute was set to one of the database files (Ie. Grouptab.irt). Make sure that none of the database IRT files (Usertab/Users.irt, Grouptab/Groups.irt, and Termtab/Services.irt) have a read-only attribute set or make sure that writing is allowed by the necessary Windows Users and/or Groups who use the InfoRad software.

Another case (with Enterprise customers) is that the Client(s) may be looking at a database other than what the Controller is looking at. For instance, the Controller is looking at (or making changes to) a database at some location while the Clients (or maybe even some of the Clients) are looking at another location. Therefore, the changes made by the Controller may not be delivered to all Clients, which in turn, would cause this error.

A similar case would be that the Service, which runs in the background, was not properly updated while all other software components, such as the Clients, were updated. In essence, what you would have is an older version of Service that has an older version of database running. The newer version of Clients would then send a message to the message directory (MSG folder) where the older Service would then pick up the message file for processing. It may then return a similar error if there is a mismatch between Receiver or Group names because the Client is again looking at a different database than what the Service has loaded. Therefore, make sure to stop the Service from running prior to upgrading. Actually, make sure to follow all steps as outlined in the Enterprise Upgrade Word document.


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27. (4002) AFP error: Service does not exist in service list
The AFP read an ASCII file which it determined contained a pager number and a messaging service name. The word or words interpreted as the service name did not match any messaging service in the database. Check for correct spelling of the messaging service in InfoRad Wireless software or in the application generating the message. This error may also be generated from a problem similar to the problem describe above in error 4001


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28. (4003) AFP error: Incomplete message file
The AFP did not find all of the mandatory entries (header, recipient, and message contents) in the ASCII message file. Check the application generating the message file for proper formatting (Refer to the Enterprise User's Manual).


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29. (5001) APC process error: Could not write APC message file
The client was able to open or create a file to place its message in, but there was an error writing to the file. Possibly this could happen as an access rights problem, but more commonly, access rights problems will show up as 5002.


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30. (5002) APC process error: Could not open APC message file
The client was not able to open or create a file to place a message in. Usually this is either the result of network access rights problems or a problem with the message path.

To fix, try reinstalling the Client. We recommend installing from the UNC Path - click Start and select Run (in Windows), Enter "\ServerName" and click OK, browse to the InfoRad\Wireless Enterprise or InfoRad Enterprise SV Service folder and double click on the Client Setup.exe to install.


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31. (5003) APC process error: Could not get message file number from control file
The client was not able to open the control file. Usually this is either the result of network access rights problems or a problem with the message path, which is stored in the workstations registry. Check the permissions to the path (under HKEY_LOCAL_MACHINE if installed for All Users, under HKEY_CURRENT_USER if installed for only the Current User) Software >> InfoRad >> 20XX-XXX >> X.X >> Client >> Client Info. The Client application needs access to all - ClientNumber, MessageNumber, and MessagePath (Show Me). Otherwise, Check the Messages path on both the client and server applications.


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32. (5004) APC process error: Could not read error information from AFP status file
When a message fails, the client attempts to extract the explanation from the resulting status file, in which case the error from the server appears. If there is a problem opening or reading from the status file, this error appears. This could also happen if the Client(s) are not properly setup. Therefore, for resolution, simply try reinstalling the Client.
  • Right click on the Shortcut to the Client on the Desktop and select Properties
  • Click on the Find Target button near the lower, left.
  • Double click on the Setup.exe or Client Setup.exe to launch the Client Setup program.
  • You may or may not want to place a shortcut on the Desktop (maybe not if there already exists a shortcut). However, you may want to install for All Users if there may be a chance that someone else could log into this PC to run the Client.
  • Once the Client is reinstalled, continue sending messages normally and keep an eye out for that error message. It should be no longer.


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    33. (5005) Message file creation error: Server message file is missing
    After sending a message using the Client, if something should happen to the message path (Ie. The message path changes or permissions are taken away) to where the Client cannot retrieve its status file (Ie. Status of whether or not the message was sent by the Server), then this error will occur. It may only happen once if you just changed the message path, so try sending another message.


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    34. (6002) Network Error: Could not connect to host
    Most likely caused by problems with the host name or address as entered in the paging service setup or the telnet proxy setup. May also indicate that the host itself is down, or that part of the network connecting the user's computer to the host is down, or that the host is simply not accepting connections on the specified port.
    • Make sure there is a Working Internet connection
    • Make sure there is not a firewall blocking the Internet connection from the InfoRad software
    • Make sure there is not antivirus software blocking the Internet connection from the InfoRad software.
    • If all the above checks out, then it could be that the paging company or cellular company to which you are sending is down. Hopefully, they are only down temporarily. Feel free to call into our office to find out if our call volume has increased. If so, it's a good chance that the paging / cellular company is down.
    NOTE: Today, some software companies, such as McAfee, may develop an Internet Suite of software that provides both a firewall and antivirus. This kind of grays the line between what, or which side of the software, may actually be blocking. At the same time, some software suites have services that run in the background. Therefore, it's not always the case where the antivirus or firewall software is disabled using the icon on the Task bar, because the service is still running in the background. There have been cases with InfoRad customers where an exception had to be added to the software (in various places - on both the antivirus and the firewall side) so that the InfoRad software can run properly, sending text messages via Internet email mostly. Error 6002 can also occur when trying to send text messages via the Internet SNPP protocol (Ie. Nextel two-way Messaging, Nextel Text Messaging - Internet SNPP, and Alltel PCS - Internet SNPP).


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    35. (6101) Network Error: Socket I/O operation failed
    The majority of InfoRad cases indicate that this error is caused by antivirus software (normally McAfee Enterprise software) blocking the InfoRad software from sending text messages via Internet email. The result is to add InfoRad's executable (winpage.exe) as an exception to the McAfee software.


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    36. (6201) Network Error: Host terminated connection
    If sending text messages to pagers or cell phones (Specifically Alltel or Nextel. Can also be Cingular if phone accounts are on Cingular's Enterprise Paging) via the Internet SNPP protocol, then this error could be returned. Most likely causes are that there is a firewall blocking the Internet connection to the SNPP server across port 444. Otherwiswe, the remote host itself (the SNPP server, or possibly the telnet proxy server, if one is configured) disconnected without warning.

    If sending text messages to pagers or cell phones via email (SMTP), then it is likely that you have antivirus software that is blocking the connection. Many cases indicate that anvitirus software monitors for Spam-like activity, which in turn, the antivirus software will then block the InfoRad software from making its connection to the email (or SMTP) server. Possible solutions are to disable the antivirus software from scanning outgoing email or configure the antivirus software to allow the InfoRad software to make the connection to the appropriate email server on the required port (which is normally port 25).


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    37. (6202) Network Error: Timeout waiting for server

    SMTP

    The most likely case here is McAfee antivirus/firewall software is blocking your connection to the appropriate email server. Refer to McAfee tech support for assistance with configuring the software to allow InfoRad's executable (Winpage.exe) for bidirectional communication (SMTP) across port 25.

    Another Case appeared when sending text messages via Internet email to TMobile phones. The customer changed the timeout from 30 to 40 Seconds and the Max Message Length from 80 to 140 Characters. The thought was that the timeout (increasing it to 40 Seconds) may have been preventing the connection by not allowing enough time for the connection to be established between the Customer’s PC and TMobile’s Email Server.

    SNPP

    The timeout for the paging service (set up in the paging service properties screen) elapsed with no response from the SNPP server. This problem can sometimes be rectified by increasing the timeout, but it may indicate something wrong with the SNPP server or with the network connection.


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    38. (6203) Network Error: Host returned error code
    This is a popular error among InfoRad users who are sending text messages to cell phones via Internet email. Continue Reading If you are sending text messages via Internet SMTP or email. Otherwise, Refer to SNPP Below.
    • The most common occurrence is InfoRad users that are connecting directly to cellular company email servers (Ie. Verizon's smtpsp.vtext.com). Therefore, we recommend that you either setup the InfoRad software to use your own outgoing email (SMTP) server or use some other 3rd party, commercial email server that you can depend on (Like maybe Google's Secure SMTP Server).

    • Another common occurrence is caused by an Internet Service Provider or network that does not allow you to connect to email servers outside of their own domain. We recommend that you first try using the email server provided by your Internet Service Provider. Click Here to view InfoRad's list of ISPs. If you use Outlook, then you may find this information in Outlook normally under Tools, Services (Outlook 2000) or Tools, Email Accounts (Newer). You would need to know your outgoing email (SMTP) server address and whether or not it requires authentication. Once you have that information, for any Receiver that uses an email address for the Receiver's ID, you can enter a New Messaging Service using the email server information you obtained from above (ShowMe).

    • Some Cases show that the connection to the email server is being blocked by some firewall or antivirus software. If you are familiar with configuring your antivirus or firewall software, then add an exception for the InfoRad software (normally, Winpage.exe is the executable and port 25 for SMTP). An alternative is to try disabling the antivirus software from scanning outgoing email. However, you may want to keep it scanning your incoming email. Sometimes, there is a website url sjbl.org in the response coming back from the hardware (in the error message itself) that provides you with a link to which you can browse and have yourself removed from the Spam blocking list. If this is the case, then we would caution you to investigate this issue further before you find yourself on this list again and not be able to have yourself removed from it. Check with your local Internet Service Provider and/or antivirus software to find out what their rules are concerning Spam. You may have to follow these rules to prevent yourself from ending up on such a list.

    • Sometimes an email server will tell you that the email address you entered is incorrect. For instance, setup a Receiver to send to XXX5551212@vtext.com and select Verizon PCS – Internet SMTP for the Service (make sure that you also have your own email address entered under Setup, Internet Settings, ReplyTo Address). Send a test text message and you’ll get error 6203 indicating that XXX5551212@vtext.com is not a valid Verizon (vtext) email address. To fix, correct the email address and try again.

    • One instance can be caused by not having a ReplyTo Email Address entered under Setup, Internet Settings. (Show Me)

    • Other cases have shown that an this error can occur when an email server (Messaging Service) requires authentication but either the InfoRad Wireless software does not have SMTP Authentication enabled or an incorrect username and password is entered (under Edit, Messaging Services for version 9.7.X and higher. Version 9.6.X does not support SMTP Authentication. You will need to upgrade your software. Call (800) 228-8998 for upgrade options).

    • 7/17/07 - A Customer was receiving error 6203 when using own exchange server as a Messaging Service to send to cell phone emails. The Response from the email server showed WSAEWOULDBLOCK, which is a Windows Sockets Error 10035 according to Microsoft ( Refer to http://msdn2.microsoft.com/en-us/library/ms740668.aspx ). To fix, the customer changed from using the loopback address (127.0.0.1) to the network IP of the exchange server.

    • 11/27/07 - Make sure you check that the Messaging Service is setup correctly. This is what happened when I had the wrong SMTP Server Address entered for the Messaging Service (it should have been mx1.business.mindspring.com instead of mx.business.mindspring.com). The Receiver ID, of course, is techsupport@inforad.com. I received error 6203 and the Response from hardware (in the error message) showed the following:

      VerifySmtpConnection: Checking connectivity to SMTP server mx.business.mindspring.com:25 smtp_host: mx.business.mindspring.com smtp_port: 25 WaitForData timed out. Failed to get initial response. The SMTP server may be denying access for this domain.

      Another clue indicating that you may have the Messaging Service setup incorrectly can be found in the Response from hardware (in the error message). It is similar to the following:

      SendEmail: SMTP_Connect: Connecting to SMTP server mail.earthlink.net:25 smtp_host: mail.earthlink.net smtp_port: 25 smtp_user: NULL trying_auth_method: NONE InitialResponse: 220-pop-cowbird.atl.sa.earthlink.net ESMTP Exim 3.36 #1 Tue, 27 Nov 2007 08:58:54 -0500220-NO UCE. EarthLink does not authorize the use of its computers or network220 equipment to deliver, accept, transmit, or distribute unsolicited e-mail. login_method: NONE or already authenticated CONNECTED to ESMTP server mail.earthlink.net:25 subject: from: recipients: 550 Authentication required. Help at http://www.earthlink.net/go/emailsettings Failed when sending RCPT TO: bad_address: XXX5551212@email.com Send failed.

      Therefore, to fix you would go under Edit, Messaging Services, and edit the Messaging Service being used for that Receiver(s). Check the box for "My server requires authtentication" and enter a valid email address and password.
    If you're sending via the Internet SNPP (supported by Nextel or Alltel phones and numerous paging companies - ShowMe), then it could be that you have an incorrect Receiver ID entered. Make sure that you are using the ten-digit phone number of the pager or cell phone. Do not use dashes, spaces, or parentheses. When this error happens, the explanation text sent by the SNPP server will be included on the error screen along with this error message. That explanation should provide more detail on why the transaction failed. The explanation might be, for example, "550 Error, pager ID must be 10 digits" or "550 Error, pager ID cannot be identified" and so on.
    • Click Edit, Receivers and make sure you have the correct seven or ten-digit phone number entered. Do not use dashes, spaces, or parentheses.

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    39. (6301) Network Error: Target address or URL appears to be invalid
    The URL address for the Messaging Service could not be parsed in order to attempt a connection. Check the Messaging Service address.


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    40. (7000) WCTP Error: Could not read WCTP response
    Message to a WCTP gateway was able to POST, but the WCTP gateway response was unreadable. Attempt to re-send.


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    41. (7001) WCTP Error: WCTP response was garbled, invalid, or unrecognized
    The WCTP gateway reply to a message was OK, but the text of the reply cannot be read or is unrecognized. This can happen when a valid web page URL is entered in the Messaging Service WCTP address instead of a valid WCTP gateway address. (Any web server will send a reply back to an HTTP POST operation, but the reply will be HTML and not XML. XML is the expected format of a reply from a WCTP gateway.) To fix this, click Edit and select Messaging Services, scroll to and select the appropriate Messaging Service being used and click Edit. Adject the WCTP Server address as necessary. Refer to InfoRad's List of Messaging Services for a list of popular WCTP Services.


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    42. (7002) WCTP Error: Could not POST WCTP message to gateway

    • First attempt to fix error 7002, using our website, verify the WCTP information (Show Me) making sure that a valid WCTP Server address is entered correctly for the appropriate Messaging Service under Edit, Messaging Services, or that the WCTP Server address has not changed. Verify the name of the Messaging Service that is being used by the affected Receivers (under Edit, Receivers) by matching it to the appropriate Messaging Service listed under Edit, Messaging Services.
    • Second attempt to fix error 7002, do you have a working Internet connection? Simply opening up your Internet browser and seeing the pages you normally go to may not be enough because those pages can be cached locally on your computer. Try browsing to a page that you've never been to before to make sure your Internet connection is working properly.
    • Third attempt to fix error 7002,  is there a firewall / Internet security software blocking your Internet connection?  Sending text messages via WCTP is, in many respects, just like browsing the Internet. However, make sure that there is no firewall blocking your connection or that your network does not require use of a Proxy Server (See next item). Contact your local IT/IS personnel for support with your PC's firewall / Internet security software.
    • Fourth attempt to fix error 7002, some networks utilize a Proxy Server for internet access. If your network utilizes a Proxy Server, you need to setup Proxy Server Authentication under Setup, Internet Settings, HTTP Proxy Server Authentication, check the ‘Proxy server requires authentication’ checkbox and enter your Username and Password for Proxy Server access. (Typically, Proxy Server access can be the same as your Windows Logon Username and Password, but you may need to check with your network admin for Proxy Logon settings). Refer to Error 7004 or Error 7005 for more information on Proxy errors.
    • Fifth attempt to fix error 7002, it may be possible that the Messaging Service to which you are sending is down temporarily or undergoing maintenance. If none of the items above are the source of the 7002 error, another possible cause is that the Messaging Services WCTP Server to which you need to send text messages is currently not operational. Here we recommend that you contact your local paging representative to find out if they are having difficulties or if they are performing maintenance. You can also send us an email to see if we are getting bombarded by customers having this same problem.



    • 7002 error Temporary Workaround #1  - Some Messaging Services (or Paging Companies) have merged from two or more Messaging Services into one company and your device(s) may work through one of their original and still operational WCTP Servers. Therefore, try switching to an alternative, but equivalent Messaging Service. For example, American Messaging pagers may work through the Verizon WCTP Server, while USA Mobility pagers may work through Arch or etrocall WCTP Servers.
    •  7002 error Temporary Workaround #2 – Most Messaging Services support multiple or alternative protocols for message submission. Try switching your Receivers to an alternate protocol supported by your Messaging Service. For instance, if you are currently using your Messaging Services WCTP service, try switching to the SNPP or TAP or SMTP service for the same Messaging Service (Please note that alternate protocols may require a change to te format of the ReceiverID. For example, SMTP will require the ReceiverID to be the e-mail address of the device, or a local TAP dial-up service may require the 7- digit phone number of the device, instead of the 10-digit number required for most nationwide TAP numbers and WCTP and SNPP services).
    • 7002 error Temporary Workaround #3 -- Turn on ‘Automatic Retries’.  Desktop, Watch-IT and Enterprise products: Under the Setup Menu | Select Preferences | Check the option to ‘Retry failed manually entered messages’. Enterprise SV product: Enterprise SV Controller -- Under the Edit Menu | Select Preferences | Check the option to ‘Retry failed messages’ and enter Retry settings. With Retries turned on,  see if messages now go through without returning an error. You may also want to check the pager to make sure that the Receiver is not receiving duplicate messages.

     


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    43. (7003) WCTP Error: Bad HTTP status code (check server address?)
    The HTTP session returned an error code, or no response from the HTTP session was received. This can happen when a valid web page URL is entered in the Messaging Service WCTP address instead of a valid WCTP gateway address. The internet log (inetlog.txt) may contain the specific HTTP error for further clues.

  • Note that sometimes this error may be returned to the software when the Paging or Cellular Company is currently down. Therefore, the InfoRad software is not malfunctioning but the WCTP server to which you are connecting is down or not accepting connections. Contact your local paging company representative or try again later.


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    44. (7004) WCTP Error: HTTP 407 Proxy Authentication Required
    The HTTP session returned a Proxy Authentication error. This can happen when the Internet Connection uses a Proxy Server and you have not turned on Proxy Authentication in the program Internet Setup options. Turn on Proxy Authentication in the Setup Menu under Internet Settings.

    Enter your Username and Password. Normally, this will be the same as the Username and Password used to log into Windows.


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    45. (7005) WCTP Error: HTTP 407 Proxy Authentication – bad username/password
    The HTTP session returned a Proxy Authentication error. This can happen when your Proxy Authentication setup contains an incorrect Username or Password. Edit the Proxy Authentication Username and Password in the Setup Menu . Internet Settings. Check with your Network Administrator for the correct Username and Password for Proxy Authentication. Normally, this will be the same as the Username and Password used to log into Windows.


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    46. (7401) WCTP Error: Sender ID Invalid
    Customers who want to use Verizon WCTP must go to Verizon's WCTP Registration page and register on-line for their own username and password. Once you register, Verizon will send you an email to activate your account. You can then go under Edit, Messaging Services, scroll to and select Verizon Paging - Internet WCTP and click Edit. Check the box near the bottom "Server requires authentication" and enter the Account name and password you used when creating your WCTP account with Verizon.


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    47. (7403) WCTP Error: Invalid Subscriber ID
    • Make sure to use the ten-digit phone number of the pager. Do not use dashes, spaces, or parentheses.

     

    • If you are certain that you have the correct ten-digit phone number entered for the pager, then contact your local paging representative to make sure that the pager is setup for UVB.

     



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    48. (7440) WCTP Error: miscInfo is a required field
    Customers who want to use Verizon WCTP must go to Verizon's WCTP Registration page and register on-line for their own username and password. Once you register, Verizon will send you an email to activate your account. You can then go under Edit, Messaging Services, scroll to and select Verizon Paging - Internet WCTP and click Edit. Check the box near the bottom "Server requires authentication" and enter the Account name and password you used when creating your WCTP account with Verizon.


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    49. (7602) WCTP Error: Too many messages
    Wait a few moments before sending another message and try again. Also, try to sending less messages or arrange to send more messages with your paging company.


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    50. System Error 5 (System error 997 - Windows 2000 & XP) : Access is Denied
    When a system error occurs in the NT version of InfoRad Wireless Enterprise and InfoRad Wireless Watch-IT ASCII/Serial, the service controller application will display a dialog listing the Windows NT error number and description of the error. If this error is in result of connecting a Controller to the server from a workstation, then follow the instructions for setting up a Setting up a 2nd Controller. Otherwise, log in as an administrator and then run the Controller.


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    51. System Code 53 : The network path was not found
    No computer with the name you typed is visible from your computer. It’s possible that the computer you want to connect to is turned off or not logged in to the network, or maybe you made a typo when you typed the name.


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    52. System Code 1060 : The specified service does not exist as an installed service
    The service program is not installed on the computer you connected to. If you are sure you installed the service before running the service controller, check to be sure you typed the correct computer name. If you recently uninstalled and then reinstalled, try restarting the PC.


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    53. System Code 1460 : Operation Timed Out
    Make sure you have the Dialup Properties set for TAPI, even if you are not using a Dialup Modem. Go to Control Panel >> Phone and Modem Options >> Enter a Default Area Code under the Dialing Tab.


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    54. Winpage.exe Errors
    Winpage.exe errors are usually caused by an unhandled exception passed to the InfoRad software. Make sure to search through our FAQ's to find out if this problem has been handled already by InfoRad. Otherwise, please contact techsupport@inforad.com for further assistance. Make sure to have the serial number for your InfoRad software available. You must be current with AlphaCare in order to receive technical support.
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    55. View a list of most common errors as a Word document
    Note that Errors and Solutions below may be more up-to-date than the Word document provided by the following link: http://www.inforad.com/techsupport/Errors/Errors_2007.doc
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    56. List of Top Three Errors Received by InfoRad Customers
    #1 Problem occurs when sending text messages to cellular phones. Error is normally some 6XXX (Ie. 6203, 6002, etc). While InfoRad provides a preset list of Messaging Services to choose from for sending text messages to cell phones (Ie. ALLTEL PCS - Internet SMTP, Cingular - SMTP @mycingular.net, and Verizon PCS - Internet SMTP, etc), this does not guarantee successful paging. In fact, you may receive one of the error messages as indicated above. So how can you fix this error? First of all, we recommend that you try using your own Internet Service Provider's email server if possible. Again, we have a preset list of some popular ISP Messaging Services to choose from, such as AOL, Comcast, Charter, etc. Search our Customer Help Center for more information. Using your own ISP's email server, you can send text messages to any email address, which includes email addresses of the popular cell phone companies. For instance, if you're an AOL customer, you setup the InfoRad software to use AOL's email server (for the Messaging Service) to send text messages to various cells using the correct email address of the cell phone - ten-digit-phone@vtext.com for Verizon, ten-digit-phone@mobile.mycingular.net for Cingular, etc.

    Another successful way of sending text messages that InfoRad also supports is connecting to an email server over a secure connection (SSL), such as Google's GMail Server. Again, search our Customer Help Center for more information. You would follow the same suit, setting up the software to use Google's GMail server (as the Messaging Service) to send text messages to the various cell phones.

    The last way (or last resort) would be to try connecting directly to the cellular company's email server. We do not necessarily recommend setting up the software in this fashion because of the problems with Spam (which can be one of the errors above - error 6002, 6203, or other). Therefore, you may want to refer to your Internet Service Provider's rules regarding Spam and/or any antivirus software you may have running locally on your computer. Both of these may stop you from sending text messages via email.

    #2 Problem is setting up the software "correctly" to send text messages to cell phones (or email addresses) to send text messages via the Internet. Many InfoRad customers do not know that if you're sending text messages to Verizon phones, for instance, you would need to enter the ten-digit-phone@vtext.com and select Verizon PCS - Internet SMTP as the Messaging Service. It may also be important to enter some ReplyTo Email Address under Setup, Internet Settings, Other tab. However, if error 6203 or 6002 occur, then you may try setting up the software to use the email server hosted from your ISP (as directed above). Refer to our Customer Help Center for more information.

    #3 Problem occurs when installing / setting up the InfoRad Enterprise paging software. The installation is quite simple, but there are some important key points to know:

    • Enterprise SV customers have 2 setup executables to run - (If CDROM) CNTSetup, Setup; (If WebDownload) Downloaded file like IW_Enterprise_v10.2.2.exe, Controller Setup.exe from within Enterprise SV Service folder

    • For both the Enterprise and Enterprise SV customers, you need to share the Enterprise folder to network users who will be running the Client. Enterprise customers need to share out the Wireless Enterprise folder (not Wireless Enterprise Settings) and Enterprise SV customers need to share out the InfoRad Enterprise SV Service folder. Make sure to allow full control permissions to all users (including Domain Users if required). Client applications out in the network will need to write to the License.irt file. If you receive an error where the Clients cannot obtain the license, then check your permissions again.

    • Lastly, there are various ways to configure your Enterprise software. Send us an email if you have any further problems or refer to our Customer Help Center


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