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XTNDConnect PC General FAQ


  1. What is the current version of XTNDConnect PC and what older versions are still supported?
    • The current shipping version of XTNDConnect PC is 7.0. Our policy to support the current version plus 2 major releases back. Meaning 6.5.x and 6.1 are still supported.

  2. What is your upgrade policy and how do I upgrade from older versions of XTNDConnect PC?
    • We try to limit the number of releases we have in a given year. Typically, if we release several builds of a single version, it is because of added support for a newly released device or because of a substantial bug fix. In general, this means you do not need to upgrade to the latest version unless it meets one of those requirements.

      If an upgrade is necessary, use the following guidelines:
      • If you are using an non-supported version (i.e., one that is more than 2 versions older than the current version), you must buy the discounted upgrade in order to take advantage of any of the new features as well as to receive technical support.
      • If you are using a supported version (current version or two releases back), and you simply need a new version to support a new device you have purchased, you will need to buy the discounted upgrade.
      • If you are using a supported version (current version or two releases back), and you need an upgrade that fixes a known bug, contact Technical Support to work through the support process and receive the upgrade.

  3. How does a first sync work?
    • When sync is executed for the first time, XTNDConnect PC executes a full sync. With a full sync XCPC tries to match each entry on the mobile device to each entry of the PC application software. When an exact match is found, the two entries must be identical down to the punctuation in the description fields. After this comparison data is moved according to your instructions. The data is either combined between the PC application, or one set of data overwrites the other. After this is done, a flag is set on each record in both databases. Later if a change is made to a record in either database, that flag is removed. This way XCPC knows which records have changed in either database. When a subsequent sync is performed then XCPC knows which records have changed and only synchronize those records.

  4. What are the recommended methods for synchronizing for the first time?
    • Since full synchronization looks for exact matches, if the mobile device and application software both have data when the full synchronization occurs, duplicate entries may be created. For example, you have an appointment that is recorded on the mobile device and in the PC application software. This appointment has the same data, except that the description field is slightly different. When full synchronization occurs, XTNDConnect PC would not be able to identify these entries as the same, so two entries would appear for this appointment.

      There are two ways to synchronize the first time:
      1. Determine whether the PIM or device has the most complete set of data - consider this the "master" data. Then select the appropriate option to overwrite the other side with the "master" data. Note: if one side starts with no records in it, that side will always be overwritten by the side that contains records, without prompting you to select.
      2. Synchronize then delete duplicates. If you start with data in each side, then synchronize, some duplicates may occur. Simply go through the data on one of the Applications, either on the mobile device or in the PC application software, deleting the duplicate entries. Then synchronize once more. The duplicate entries will be deleted and the two applications will be aligned. There will be no more duplicate problems when future synchronization occurs.

  5. E-mail is only synchronized once to my mobile device. Why?
    • When XTNDConnect PC observes a new item in the PC Inbox, it transfers it to the mobile device and marks it as transferred. So, if you now read it on the mobile device and then delete it and synchronize again, XCPC will remember that it has already transferred it to the mobile device once and will NOT transfer it again. So, you won't be annoyed by having to review the same Emails over and over again. You can force all items which match the filter conditions to be transferred by forcing a full sync.

  6. When I install, there are no applications enabled to install XTNDConnect PC with. Why?
    • The PC application software with which you want to use XTNDConnect PC must already be installed on the PC. Install the PC application software (such as Lotus Notes, or Microsoft Outlook) then try the XTNDConnect PC installation again.

  7. I'm in a hurry and want to synchronize without worrying about conflicts. Can this be done?
    • Yes. You can synchronize and have XTNDConnect PC ignore conflicts until a later time when you have a chance to review the conflicts. Here is an easy way to do that:
      1. Click in the Settings button.
      2. Click the Options tab.
      3. Select the appropriate data types on the left and set the conflict settings you wish to use for each.

  8. What will happen to my attachments?
    • If you have attachments (i.e., documents, spreadsheets) in your Notes field, they will not be synchronized to your mobile device even if the Notes fields are mapped in the field mapping. The attachments will not be touched unless you select to import from your mobile device in overwrite mode. If you choose to import in overwrite mode once you're synchronized, all attachments will be deleted.

  9. I have made some modifications that do not seem to have been updated by XTNDConnect PC. What happened?
    • If you set XTNDConnect PC to automatically resolve conflicts and set the default action for conflicting records to skip this conflict, any conflicting entries will not be updated.

      If you want XTNDConnect PC to resolve conflicts automatically, select some other default action for conflicting records. Usually Skip this Conflict would not be used with automatic conflict resolution.

  10. How does filtering data affect synchronized records?
    • When you synchronize your data and set the filter for a number of weeks past and a number of weeks in the future, any data that does not fall within that filter range will not be synchronized.

      This same concept applies as time moves forward. If an appointment which was filtered to your mobile device during synchronization is no longer within that filter range, it will be removed from your mobile device.

  11. Why does the data show up in the wrong order or with characters inserted?
    • Sometimes when you synchronize it will appear as if the data is mixed up. The mobile device name field will appear with the first and last names reversed from the way you normally enter them or the street, city, state and zip code of an address appear with punctuation between them.

      When you link multiple fields in one application to a single field in another, you must specify the order they should appear and the field separator that should go between them. For example, if you link a Description field in your PC application software to the Description and Notes fields in the mobile device, you must define a "formula" for the field mapping. This is done from the Field Mapping page by selecting the fields which are linked and clicking the Edit button.

  12. I want to save mobile device memory. Can I synchronize only a subset of data?
    • Yes. Use the Calendar and Task Data Filters for synchronization. The data that is synchronized with the mobile device will be determined by the date of the appointment or the task. You can get appointments and tasks that are so many weeks before and after the current date. And as time moves forward so too does the data that is synchronized. So you always have the most immediately necessary data on the mobile device without having to synchronize the whole set of PC application data.

      Do this by selecting the Settings button and click the Filters tab and highlight the data type you wish to set filters for.

      Choose "Field Content" and select the Date tab, then click the blue formula text below to start creating your filter. Select the number of weeks before and after the current date that you want to synchronize.

      This is a unidirectional filter. If you have already synchronized all appointments and tasks with the mobile device, then you apply the filter, appointments and tasks that fall outside your filter settings will be deleted from the mobile device only. All records will still remain in the PIM. If you add an appointment to the mobile device outside the scope of the filter, that entry will still be added to the PIM during the next sync.

  13. How do I start over and do a full synchronization?
    • If synchronization creates duplicates, you may decide you want to completely erase the Calendar, Contact and Task information and do a full synchronization. You can force XTNDConnect PC to initiate a full synchronization from the Application screen by selecting the Settings button and clicking the Sync Settings tab. Select the data types to sync and under Force Full Synchronization click the Setting button. Click Apply and Ok. Then start a synchronization. When you receive the Full Synchronization screen for each application you chose to synchronize, you must select to replace one database's information with the information from the other database. This will overwrite all records currently on your mobile device or PIM, depending on the option you select on the confirmation dialogs.

  14. Some of the fields are not available in the field mapping screen. Why?
    • Some user-defined fields may not show up at all if XTNDConnect can not properly identify them. Therefore, if you have a field which you've added in your PC application software, try removing it and recreating it.

      Also, some newer devices may have additional fields that our Engineers have not yet accounted for in the field mapping list. If you believe a field should be added to our list, please send a recommendation to Technical Support.

  15. I mapped a user-defined field and the information wasn't synchronized to my mobile device. Why?
    • The corresponding field on your mobile device may not allow the type of data you are trying to sync or may not have the same characteristics of the source field. Make sure both fields are defined with the same data type and characteristics.

  16. I was all synchronized and then I filtered the data. Now XTND wants to delete some records from your mobile device. Why?
    • When you select to synchronize all data without filters, all data is transferred to your mobile device. At this point, if you select to filter the data which is being sent to the mobile device, any records not within the filter scope for that particular application will be deleted from the mobile device. They WILL NOT be deleted from your PIM, however.

  17. How can I add or remove translators for XTNDConnect PC version 6.0 or version 6.1?
    • To add new translators go the control panel and click on add/remove programs.
      1. Click on XTNDConnect PC in the add/remove applications list.
      2. Click the Change button and click Next at the Welcome Screen.
      3. Choose Modify and click Next
      4. At the Select PC Applications and Devices Screen you can check and uncheck each device and translator to either add or remove from your current configuration.
      5. Continue through the remainder of the installation.

  18. How do I send attachments to my e-mail?
    • For e-mail synchronization and export of e-mail:

      By default, the Send Attachments option is not selected. If you would like e-mail attachments to be transferred, this option needs to be selected. To do so, click the Settings button and click the Filters tab. Click E-mail and Email Specific Filters. In the Email Filter Options you can check the option to Send Attachments.

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