Troubleshooting for iPhone

Provides troubleshooting information when installing and configuring Sybase Mobile Sales for SAP CRM for iPhone. See the Sybase Mobile Sales for SAP CRM Release Bulletin for the latest information. For information on Sybase Unwired Platform issues, see the Sybase Unwired Platform Release Bulletin.

Connection Fails With No Error Message

Issue: Mobile Sales for iPhone does not always provide connection failed errors on the device.

Workaround: If you suspect that you are not connected to the SAP system, for example, if you did not enter the Unwired Server connection information correctly, you can check on the device or by using Sybase Control Center.

On the device:
  1. From within the Mobile Sales application, tap Settings > General > Connection Information.
  2. View the Connection status: Failed or Active.
On Sybase Control Center:
  1. Start Sybase Control Center. See Sybase Unwired Platform Installation Guide.
  2. For the Unwired Platform Cluster, select Users > Messaging. Click Get Trace to retrieve the device log. See also Sybase Control Center online help.

Synchronization with the SAP system is pending for a long period of time

Issue: While starting the Mobile Sales application from your iPhone, the phone shows the synchonization as pending for an excessively long time. This can be an indication that the connection to the SAP system had failed.

Workaround:
  1. Resolve the connection issue. Contact the administrator for assistance, if necessary.
  2. Unsubscribe the iPhone. See Unsubscribing to Mobile Sales in the iPhone Device User Guide for additional information.
    1. From the Mobile Sales home page, select Settings > General > Connection Information.
    2. Tap Unsubscribe.
    3. Confirm that you want to unsubscribe.
  3. Start Mobile Sales, then tap Settings > General > Connection Information to see if the connection is active. Starting Mobile Sales initiates the synchonization process with the successful connection.