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Frequently Asked Questions

General

G1. Can Vivee Email Reader be used on a Windows Vista computer?

Yes. You can use Vivee Email Reader on a Windows Vista computer. You would need to download and install the Microsoft Windows Mobile Device Center on your computer first. Please visit Microsoft's website to download Microsoft Windows Mobile Device Center.

G2. What are the System Requirements for Vivee Email Reader?

• A computer running Windows 2000 or later, including Windows XP or Vista.
• A mobile device using a Microsoft mobile operating system. Vivee Email Reader is compatible with Pocket PC (2002 and later)
• Microsoft ActiveSync 4.2 or later (for Windows 2000/XP computers) or Microsoft Windows Mobile Device Center (for Windows Vista computers).

G3. What is Microsoft ActiveSync and how do I get it? (Windows 2000/XP Users Only)

Microsoft ActiveSync is a free utility provided by Microsoft for users running Windows 2000/XP that allows you to connect your mobile device to your computer. ActiveSync is included with the “Getting Started CD” packaged with your PPC telephone. You can also visit Microsoft's website to download and install Microsoft ActiveSync program.

G4. What is Microsoft Windows Mobile Device Center and how do I get it? (Windows Vista Users Only)

Microsoft Windows Mobile Device Center (WMDC) replaces ActiveSync on Windows Vista computers. It offers the same functionality as ActiveSync to connect your mobile device to your computer. Please visit Microsoft's website to download and install Microsoft Windows Mobile Device Center.

G5. How do I tell what version of Vivee Email Reader I am using?

When the Vivee Email Reader is running check the top of the screen in the title bar, it will state the current version number.

Activation and Registration / Update

A1. Why is my Login not being accepted?

You need to check the following things:
• Have I completed the registration process?
• Is my subscription still active?
• Have I carefully typed in the correct user name and password?

If you are still encountering problems please contact us at: support@ustelematics.com

A2. How do I activate my copy of Vivee Email Reader?

When starting Vivee Email Reader for the first time after installing it, you need to follow the registration prompts outlined in the installation guide.

A3. How do I determine if Vivee Email Reader has been registered successfully?

There are two ways to determine the activation status of your copy of Vivee Email Reader account:

1. Check your primary email address for the confirmation Email
2. Login using your Username and Password.

A4. How do I update/upgrade my existing version of Vivee Email Reader?

Currently you receive the following services with the purchase of Vivee Email Reader:

1. 2 months of free Vivee Email service
2. Unlimited software updates/upgrades with purchase of subscription
3. 12 months of free technical support service

You are eligible for free product updates if you purchased any version of Vivee Email Reader within the last 10 months.

To see if there are new versions of Vivee Email Reader click “menu” and select “Check for Updates”

Installation and Uninstall

I1. I purchased and installed the software but it still says “failed to login”?

After you purchase and install the software, you need to follow the registration procedures and complete all of the questions. Following completion you will be receiving an email with a registration confirmation. You would need to activate your account before you can login.

I2. How do I install Vivee Email Reader?
• Click on the Support link on the Vivee Talking Email page at USTelematic’s website, download the “Vivee for PocketPC user manual” and follow the instructions.
• If you have Microsoft ActiveSync installed on your computer, make sure the ActiveSync "Add/Remove Programs" window is closed and run the MSI setup file. If your mobile device is connected to your computer through ActiveSync or WMDC, the Vivee Email Reader device agent will automatically be installed on the mobile device.
• Start Vivee Email Reader after the installation is complete and complete the Registration and Activation process to start using your software. Please refer to "Registration and Activation" for detailed instructions.

I3. I installed the software on my computer but nothing was installed on my mobile device?

There are two ways to install the Vivee Email Reader device agent on your mobile device.

1. Install it using Microsoft's applications (Microsoft ActiveSync or Windows Mobile Device Center)
2. Install it using File Transfer methods, as outlined below.

Please note that ActiveSync or WMDC are available as free downloads from Microsoft's website.

Using Microsoft Applications (ActiveSync / WMDC):

• Connect the mobile device to the computer and make sure it is reported as connected by ActiveSync / WMDC.
• Launch Vivee Email Reader MSI on the computer and click on the "Connect" button. Select Yes when Vivee Email Reader prompts to install the mobile device agent on the device.
• Select Yes when ActiveSync / WMDC "Add/Remove programs" wizard prompts to install the mobile device agent on the device.
• Select Yes on your mobile device and follow prompts to complete the installation.

Using File Transfer methods:

There are many ways to transfer the CAB file to the device including via ActiveSync / WMDC Explorer, Storage / Flash Memory card, Bluetooth beam / file transfer, downloading from a shared network location or a web location if the mobile device has access to Internet.
• Locate and select the appropriate CAB file that needs to be copied over to the mobile device. The ".CAB" files are stored in the folder where you installed Vivee Email Reader (typically under "C:\Program Files\Vivee Email Reader"). For example, for a Pocket PC device, select the Vivee_50_PPC_CAB.CAB file.
• Copy this CAB file over to the mobile device and tap on the CAB file on the device (or press Enter after selecting it).
• Select Yes if there is a prompt on the mobile device to complete the installation.

A description of the various CAB files is provided below to help you select the appropriate CAB file for your device.

CAB File Operating System Application
Vivee_50_PPC_CAB.CAB Pocket PC Vivee Email Reader
fp7_ppc_en.cab Pocket PC Flash for PPC
NETCFv2.wm.armv4i.cab Pocket PC Microsoft .NET CF 2.0

I4. Can I use the software on my computer?
• You cannot install the PocketPC Version of Vivee Email Reader on your PC. You need to purchase a different version of the Vivee Email Reader for XP or Vista
• Since you are using the same Email address on both your mobile device and Windows computer, you can install the "desktop software" and keep the same Login. You do not need to register your Vivee Email Reader software if you already have an account. Please note that the maximum number of activations allowed for each copy of Vivee Email Reader may be limited.

Please contact Support if you are experiencing problems with Activation of Vivee Email Reader.

Connectivity

C1. After upgrading my computer to Windows Vista, I cannot connect to my mobile device using ActiveSync?

Microsoft Windows Mobile Device Center (WMDC) replaces ActiveSync on Windows Vista computers. It offers the same functionality as ActiveSync to connect your mobile device to your computer. Please visit Microsoft's website to download and install Microsoft ActiveSync.

C2. Can my firewall / antivirus software prevent Vivee Email Reader from connecting to my mobile device?

Personal firewall and anti-virus applications including Windows Firewall can block Vivee Email Reader's connection attempt to your mobile device.

If you are experiencing difficulties connecting Vivee Email Reader to your mobile device, please temporarily disable your firewall / anti-virus software from your Windows Control Panel or the software's interface and try again. If this resolves the connection issues, you would need to configure your anti-virus / firewall software to allow Vivee Email Reader access to your mobile device.

You would need to configure your firewall(s) to allow Vivee Email Reader access through TCP Port 5492.

C3. Why do I get an error saying that RAPI.dll cannot be found ?

The RAPI.dll file is part of Microsoft ActiveSync. To install any Pocket PC software you need to install ActiveSync on your desktop/notebook computer. Please visit Microsoft's website to download and install Microsoft ActiveSync.

C4. Can my mobile device connect to a wireless connection and an ActiveSync connection simultaneously?

You can connect a Windows PocketPC device to ActiveSync version 4.5 and a wireless connection simultaneously. This feature may not be available with devices not running Windows Mobile 6. Under ActiveSync Connection Settings, you would need to enable the option for "Allow wireless connection on device when connected to the desktop."

C5. My mobile device's screen goes black or appears frozen and I cannot view it properly?

This is a known issue for Palm 700 series and HP RXxxxx Travel Companion series devices.

Vivee Email Reader supports all PocketPC Mobile devices and is compatible with all devices running Microsoft’s PocketPC operating system. Due to device-specific differences, the display of some devices may appear scrambled in Vivee Email Reader, or the orientation may appear incorrect from the device's actual display.

You can resolve this problem by using the devices pointer and inserting it in the reset button for a few seconds.


Getting Support

U1. How do I retrieve information about the status of my order, and/or my registration code?

• Please see website for instructions about how to contact us.

U2. What information do I need to provide when I ask for support?

For customer or technical support please contact us at support@ustelematics.com. Please include the following information with your email:
• Full name you provided when you placed your order
• Email address you provided when you placed your order
• Approximate date of purchase
• Order reference number
• A brief explanation of the technical problem
• Any further detail

 
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USERNAME
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FREE SERVICE FOR VISUALLY IMPAIRED INDIVIDUALS & NON-PROFITS

   If you are blind or visually impaired, or you represent a non-profit organization providing services to the visually impaired, Vivee service may be available to you free of charge. To determine your eligibility for this service, click here to receive an application form in Adobe Acrobat format.  A connection to the Internet and your own equipment are required in order to obtain talking email service. See application form and accompanying instructions for more information.

  
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For a Vivee2go handheld, Verizon Smartphone, or other new device with Vivee pre-installed, see below:
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