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RemoSync FAQs

General Information
  1. What is RemoSync and why would I use it?
    If you are a corporate user and if you want to stay connected to all the latest contacts, calendar and email information on your Microsoft® Exchange Server, then RemoSync would work for you. Using licensed Exchange ActiveSync® technology from Microsoft, RemoSync gives your mobile phone a direct connection to Microsoft Exchange Servers 2003 and 2007.


  2. What cell phones or devices can be used with RemoSync?
    To see if RemoSync is available on a specific cell phone, check our list of capable devices.


  3. What types of data can be synchronized using RemoSync?
    RemoSync lets you synchronize your email messages, calendar, and contact lists with your company’s Microsoft® Exchange Server 2003/2007.


  4. How do I know if I am using Microsoft® Exchange Server 2003 or 2007?
    Your IT system admin should be able to help you with this. Usually you can also find the version when you access the Outlook® Web Access login page using your web browser.


  5. How do I enable mobile access on the Exchange Server?
    Enabling mobile access is controlled by your IT department.


  6. What details do I need before I attempt to use RemoSync to synchronize with my Microsoft® Exchange Server?
    You will require the following information for configuring RemoSync to synchronize with your Microsoft Exchange Server:
    • Server Type: The Exchange Server type that you wish to connect to. RemoSync supports Exchange Server 2003 and 2007
    • Server Address: Your Exchange Server address (e.g., exchange.yourcompany.com)
    • SSL: Check the box if your server is SSL enabled
    • User ID: Your username (same as on your Exchange Server account)
    • Password: Your password (same as on your Exchange Server account)
    • Domain: Domain for your Exchange Server
    • Email ID: Your email address


  7. How secure is RemoSync?
    RemoSync implements the security features that Exchange Server supports. The key features are:
    • Secure Access using Security PIN
    • SSL Support
    • Inactivity Time Out
    • Remote Data Wipe for Exchange 2007
    • Data wipe on unsuccessful login attempts with Exchange 2003
    Security PIN, Inactivity Time Out, Remote Data Wipe are controlled by your system administrator using the Mobile Policy Settings.


Using RemoSync
  1. How do I start synchronizing with RemoSync?
    1. To start synchronizing, open RemoSync on your phone.
    2. Choose "Manual Sync" and then elect the collections (email, calendar, contacts) that you would like to synchronize.
    3. Pressing the "Sync" option will start the synchronization process.


  2. What does "Scheduled Sync" mean within RemoSync? When should I use it?
    Scheduled Sync gives you the option of setting up your own schedule for when your phone automatically syncs with the Exchange Server. If, for example, you want your phone to synchronize once a day 8:00 PM, you can set this time in the scheduled sync settings and at the appointed hour, your phone will synchronize with the Exchange Server. You may wish to use this feature if you are a light user and don’t expect a lot of email or calendar events on your server.


  3. What does "Direct Push" mean within RemoSync? When should I use it?
    Direct Push is a feature of RemoSync that allows all new information—email, contacts, calendar, from your Exchange Server to be pushed directly to your mobile phone as they arrive on the server. You don’t have to manually log in from your phone to check for new emails or calendar events. Direct Push always keeps your phone up-to-date with the server, but the tradeoff is that is uses more battery power.

    To enable Direct Push:

    1. Go to the "Settings."
    2. Select "Account & Sync Settings."
    3. Select "Sync Schedule."
    4. Check the box against "Direct Push." You can define what days and times you would like Direct Push enabled.


  4. How do I disable the Direct Push option within RemoSync?
    To disable the Direct Push option, first launch RemoSync on your phone:

    1. Go to "Settings."
    2. Select "Account & Sync Settings."
    3. Select "Sync Schedule."
    4. Uncheck the Direct Push option pressing "OK" Key.
    5. Then press "CLR" or right soft key “Back” button to save your settings. This will disable Direct Push.


  5. How do I change the schedule of my automatic synchronizations within RemoSync?

    To change the schedule of your automatic synchronization, launch RemoSync on your phone.

    1. Go to "Settings."
    2. Select "Account & Sync Settings."
    3. Select "Sync Schedule."
    4. Select "Scheduled Sync" and define the new schedule. You can set the phone to synchronize periodically by choosing an interval from between 15 minutes to two hours or by choosing the daily or weekly options.


  6. What is Sync Status within RemoSync?
    The Sync Status option allows you to view the status of your last synchronization. The information includes the status of the last synchronization and time and date of synchronization for each collection item — email, contacts and calendar.


  7. How many email messages from my Exchange Server will be downloaded to my phone during synchronization via RemoSync?
    RemoSync retrieves and stores the latest 100 emails from your Exchange Server account and displays them on the phone.


  8. What is the Time Zone setting within RemoSync?
    Time Zone identifies the time zone that you operate from. This setting is extremely important to ensure that the calendar reminder and alert settings work as desired. This is especially important if you are traveling across time zones.


  9. What is the Out of Office function within RemoSync, and how do I use it?

    When turned on, the Out of Office function sends automatic responses to received emails with a custom message indicating that you are away from office. You must specify the dates and times between which the out of office messages will be sent. You can customize three different responses for different audiences:

    • Internal: people from within the organization.
    • External Known: people who are not a part of your organization, but are in your address book.
    • External Unknown: people who are not known to you. You can disable this setting using the Disable option under Out of Office setting.


Troubleshooting
  1. When accessing RemoSync, I received “Error 403 – ActiveSync® not provisioned.” What is this?

    Currently the Exchange Account is not provisioned for access from the cell phone using ActiveSync. Contact your IT Admin and check whether the account is provisioned.

    Error 403 also can result when your server requires SSL and phone is trying to access the server without SSL communication. In this case:

    1. Navigate to "Settings."
    2. Select "Account & Sync Settings."
    3. Then choose "Account Setup."
    4. Enable "SSL" and sync again.


  2. I received “Error1288 / 1289 – Incorrect Server Address or Domain Name” when accessing RemoSync. What is this?
    Error 1288 / 1289 is a result of incorrect server address or domain. Go to "Settings" > "Account & Sync Settings" > "Account Setup" and verify the Server Address and the domain. The server must be entered with no spaces or http:// or https:// or /Exchange or /OWA. The Server address is typically what you enter to access the OWA using an Internet browser. For example, if your OWA URL is https://mail.domain.com/exchange, enter only mail.domain.com in Server Address field.

    The domain is the Exchange access domain. Note that this may be different from your regular email domain. Contact your IT admin to find the right information.

    If all information entered is correct, check whether the server is up and running. You can verify it by accessing OWA using your Internet browser.


  3. I received “Error 401 – Login Failed” when accessing RemoSync. What is this?
    Access is denied due to incorrect login credentials.

    1. Go to "Settings."
    2. Select "Account & Sync Settings."
    3. Select "Account Setup" and verify your user name and password. An incorrect domain will also result in a Login Failed error.


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