CompanionLink Support Center

ERSP iPhone, iPad, iOS CompanionLink Wi-Fi Sync Troubleshooting steps for DejaOffice WiFi

[AB44690] If you have a local Wi-Fi hub to which both your PC and your Apple iPhone/iPad are connected, you should be able to use the CompanionLink Wi-Fi Sync. The following is a guide to troubleshoot basic connectivity issues.

The most common problem is that Wi-Fi works, and then stops working with an "Unable to Connect to Remote Device" message. This has an easy fix:

http://www.companionlink.com/support/kb/IPhone/iPad/iOS_Wi-Fi_Error_Unable_to_Connect_to_Remote_Device


You can easily validate your Wi-Fi connection with the following steps:

  1. Be sure your PC and your iPhone/iPad are connected to the Wi-Fi Router.
  2. Verify that DejaOffice is set for the Wi-Fi sync. From DejaOffice on the iPhone/iPad, open settings, sync, then select CL Wi-Fi Sync; it will show a check-mark if it is enabled.
  3. In DejaOffice, click on the "Sync" Icon; a box with an IP Address will appear.
  4. On your PC, open a web browser (e.g. Internet Explorer). In the web browser's address bar, type in "http://", then the IP Address from DejaOffice, followed by a colon ":" and the number 8090, and finally, press enter. As an example, for the IP address "192.168.0.48" you would type the following into the address bar: http://192.168.0.48:8090

If your web browser displays "DejaOffice Server is running", the connection from your PC to DejaOffice is valid; you should be able to perform a sync from CompanionLink at this point.

If your web browser displays anything else (e.g. "web page could not be displayed", or search results), this means that you either did not perform the validation steps correctly, or that there is a network-related connectivity issue that must be resolved. Basic troubleshooting steps for connectivity issues can be found below.

Until you are able to receive the "DejaOffice Server is running" message, the CompanionLink Wi-Fi Sync will not be able to connect to your Apple iPhone/iPad.



Troubleshooting Steps:

After each of the below numbered troubleshooting steps, please try the validation steps again. If you are able to pass the validation test, you should be able to sync at that point.

1. Verify iPhone/iPad and PC are on the same Wi-Fi Network.

a) On iPhone go to Settings
b) Tap "Wi-Fi"
c) If it is "Off", turn it "On"
d) If it is on it will show a check box for the name of the network. Please verify that this is the same network that your PC is connected to.

2. Verify that DejaOffice updated to the current release version on the Apple App Store.

3. Kill and restart the DejaOffice process (only possible on iOS 4 and higher).

a) Exit DejaOffice.
b) Double-tap the iPhone/iPad Home button. This should bring up the iPhone/iPad process manager (under the dock).
c) In the process manger, tap and hold the DejaOffice icon until it starts wiggling, then tap the "-" symbol on the corner of the icon to kill the DejaOffice process.

4. Disconnect the iPhone/iPad from the network and reconnect

a) On iPhone/iPad go to Settings, Wi-Fi. Turn Wi-Fi Off, wait 5 seconds, and then On again.

5. Disconnect the iPhone/iPad from the network and reconnect

a) On iPhone/iPad go to Settings, Wi-Fi.
c) Tap on the blue circle arrow icon next to the network that is currently connected
d) Tap "Forget this Network"
e) Re-Tap on the same Wi-Fi network and enter the password to reconnect

6. If the PC is connected via WiFi, try disconnecting, then reconnecting the PC to the network

7. Reboot the iPhone

a) Hold the Sleep/Wake (topmost) button and the Home button (round on the on the face of the device) at the same time.
b) Release when the Apple Logo displays on the handheld.

8. Reset all network settings on iPhone/iPad

NOTE: Resetting network settings will reset all of your Wi-Fi passwords on your iPhone/iPad and you will need to re-enter them.

a) Go to Settings/General/Reset/Reset Network Settings
b) Go back to Settings/Wi-Fi and reconnect to your network.
c) Try the validation again to see if it works.



If you have continued issues with Wi-Fi connectivity, you may want to try some alternate methods provided by CompanionLink. For instance, CompanionLink has a Secure Hosted Wireless method ($9.95/month) which uses an internet connection but is not dependent on a Wi-Fi hub mediating the sync. Or you can use CompanionLink to move data to Google Calendar and Contacts, to move Calendar and Contact information via Google Sync to your iPhone or iPad. Finally, if you are using ACT!, Salesforce or other CRM, you can use CompanionLink to move to Outlook, and use iTunes to send the data from Outlook to your iPhone or iPad device.