Troubleshooting Tips

The following are possible causes of sync problems, including locating the SplashID desktop from the Sync tool on the handheld application:

Problem: The SplashID desktop is locked.

Solution: Enter your password on the SplashID Desktop to login. Sync can only be performed with the desktop unlocked.

Problem: The SplashID desktop is not running.

Solution: Start the SplashID Desktop on your Android device and Desktop computer and make sure both are running when you attempt to sync.

Problem: The wrong version of SplashID is running on the desktop.

Solution: Close the version you are running and make sure you launch the application named SplashID Desktop. On Mac OS, it would be in Applications. On Windows, it would be in Start > Programs > SplashData > SplashID for . If you don't have this, you need to install it and make sure you have the latest version for both your Android device and Desktop Computer.

Problem: device name contains accented characters.

Solution: At this time, such characters need to be removed from the username. These include characters such as -- é ü ç ñ -- and others like these. To change the device name, connect the device via USB to the computer and launch iTunes. Click on the device name on the left browser panel once, and change the name removing these characters.

Problem: The wrong network is selected on the handheld.

Solution: On the handheld, go to Settings > Wi-Fi. Make sure it is turned on and the correct network is selected.

Problem: Desktop computer is behind a firewall or some other network blockage.

Solution 1: Open up the Firewall connection:

Windows: Firewall Settings > Exceptions > Check Bonjour and SplashID iPhone Desktop.

Mac OS 10.5: System Preferences > Security > Firewall > Set it to Allow Specific Applications, and then add SplashID to the list of exceptions

Mac OS 10.4: System Preferences > Internet & Network > Sharing > Click stop button to turn firewall off

Solution 2: Disable anti-virus software. Anti-virus software will close many ports and may block our sync service.

Solution 3: Set up and Ad Hoc Network.

Problem Windows -- VPN service is active.

Solution: Open the Properties settings for you wireless network connection and uncheck the VPN service item. This may enable you to sync. When you are finished you can turn the VPN service back on.

Problem: Windows & Mac OS -- Our networking service may not be available.

Solution: Restart your computer.

Problem: Windows -- Password does not contain any numbers.

Solution: This is a bug that is fixed in the 4.02 release, make sure you download the latest version off our website.