I get an error when trying to connect to your service. What can I do?

RepliGo Professional has been designed to automatically detect the best connection available on your device. Unfortunately, some devices may still experience connection problems due to their configuration. These connection problems are often easy to clear up. Here are some things to check out if you are experiencing problems.

  • Verify that your device is running OS version 4.0 or higher. To do this, go to your handset’s Home Screen, select Options and then click on About. You should see a number that looks like this: v4.x.x.x (Platform 2.x.x.x). If this number is v3.x.x.x, then you should visit your carrier’s Web site to see if an upgrade is available.
  • Verify that your BlackBerry firewall is not preventing RepliGo from making an Internet connection to the RepliGo.net service. The very first time you use RepliGo, you are asked to allow or deny permission for RepliGo to make this connection. If you accidentally denied access, then you should reset your firewall settings by going to Home Screen > Options > Security Options > Firewall on your device and selecting the Reset Settings menu. Try using RepliGo after you make this adjustment.
  • Verify your Connection Types. Start RepliGo Professional on your device. Click the Options menu. Scroll down to the Connection Type field and then select Change Option from the menu. You should see an Auto choice and up to four other choices including BIS, BES, WAP and TCP. If you only see the Auto setting, then you need download the latest version of RepliGo Professional. You should at a minimum see an Auto and TCP setting. If Auto and TCP are the only choices, then you can try configuring the TCP Options of your BlackBerry.
  • Verify your Service Books. Another thing to try is to resend the Service Books to your device. This can be done at your carrier’s Web Client website if available. Some BlackBerry devices come with Set up Internet E-mail application that allows you to resent your Service Books right from you device. If all else fails, contact your carrier and ask them if you are eligible for the IPPP for BIBS Service Book. This is the best connection type you can have.
  • Verify that an IT Policy is not blocking your BlackBerry’s Internet connections. If your BlackBerry is part of a BlackBerry Enterprise Server (BES) environment, then your corporate IT policies may be interfering with your ability to communicate with the service. Please contact your IT administrator to find out if a policy might be affecting your device’s ability to connect to the RepliGo.net address.
  • As a last resort, you should reset your device and try using RepliGo again. To perform a reset, pull the battery out and reinsert it. This operation is safe and will not cause any loss in data

If this article does not address the issue, please contact support so we can help you troubleshoot the problem. Make sure you include the following information:

  • BlackBerry model number
  • Carrier or operator name
  • OS version number (Home Screen > Options > About)
  • Choices available in RepliGo > Options > Connection Type field
  • A list of all of your Service Books (Home Screen > Options > Advanced Options > Service Book)
This support article applies to RepliGo Professional for BlackBerry.