Connection Fails During Initial Subscription With No Error Message

Issue: Mobile Sales for BlackBerry does not always provide connection failed errors on the device during the initial subscription.

Workaround: If the device user subscribes, does not see any data downloading to the device, and receives no device error message, the device user may have entered incorrect Sybase Unwired Platform connection information. You can use Sybase Control Center to determine if the connection is active by viewing the device log, and then you can have the device user verify the connection information in Sybase Settings.

In Sybase Control Center:

In the left navigation pane of Sybase Control Center, select Device Users.
In the right administration pane, click the Devices tab, and select MBS to view messaging-based synchronization devices.
Select a device, then Get Trace.
The default location is <UnwiredPlatform_InstallDir>\UnwiredPlatform\Data\Messaging\ClientTrace for a cluster or <UnwiredPlatform_InstallDir>\UnwiredPlatform\Servers\MessagingServer\Data\ClientTrace for a single node installation.

On the device:

From within the Mobile Sales application, Navigate to Options, then select Sybase Settings.
From the trackball menu, select Show Log.

If the connection information is correct on the device but the subscription does not work, check to make sure user does not have a previous device user account. If the user has more than one account for this device delete the obsolete accounts.