MyThunderHawk:

Before you send a message to ThunderHawk Technical Support to find out why your ThunderHawk connection isn't working, you should try to answer the questions below. If you continue to have problems connecting, send your issue to ThunderHawk support with your answers to these questions.

Have you been successful in running ThunderHawk with your device using an ActiveSync connection? This is a good test of the ThunderHawk install and can confirm that ThunderHawk is connecting. Turn on ActiveSync in the Start > Programs menu on your desktop.
Does the problem occur using all available methods of connecting, such as GPRS, WiFi, or ActiveSync?
Did you enter the correct network connection information on your device? ThunderHawk looks for existing connection information stored on your Pocket PC.
To set or edit the information on a Pocket PC:
1. Go to: Start > Settings.
2. Tap Connections.
3. Tap Connections on the next screen as well.
4. Update or edit any existing connection information on this screen.
After reviewing or editing this information you should be able to connect.
What happens if you launch Pocket Internet Explorer (PIE) then launch ThunderHawk? If PIE works, ThunderHawk should work as well. If PIE works, launch ThunderHawk while PIE is running to see if you get a connection.
Does your network use a proxy server? Port 443 might be blocked by a proxy server. ThunderHawk uses port 443 for most HTTP communications, while PIE uses it mainly for HTTPS requests. Unblock this port on your proxy server to give ThunderHawk access to the network.
To check to see if port 443 is blocked (on a Pocket PC):
1. Access PIE on your Pocket PC in the environment causing connection difficulties.
2. Browse to http://mail.yahoo.com.
3. Before doing anything else, click Secure under Sign In on this page.
This brings up a secure page (note the “https” in the URL). This page goes through port 443. If it does not work, then port 443 is probably blocked by your proxy server.

If you still have problems connecting, install the debug version and follow the instructions to send the debug log to ThunderHawk Support. See How do I install the debug version of ThunderHawk? for details.

[back to questions] [back to help topics]

Why has ThunderHawk disappeared from the Start menu?

If you run out of power on your wireless device, ThunderHawk will no longer be available and must be reinstalled.

[back to questions] [back to help topics]

Why can't I browse when I tap links or scroll when I tap the scroll bars?

If you are having trouble tapping links in ThunderHawk you may need to align the touch screen. Sometimes Pocket PCs fall out of alignment, and the area you are tapping no longer corresponds to the area displayed. Refer to the manual included with your Pocket PC for instructions on realigning the touch screen.

We suggest that you align your screen while holding your Pocket PC in “landscape mode”, in the same way you use it to browse on ThunderHawk.

If you continue to experience difficulty with a specific website, send the URL to ThunderHawk Support in a ThunderHawk Technical Support Request Form. The Support department will review your issue and contact you with a resolution or a progress report.

[back to questions] [back to help topics]

Why doesn’t ThunderHawk display pages from my company's intranet?

ThunderHawk relies on an array of content servers acting as proxies. These servers have a very fast Internet connection, so they are able to download all the HTML code and images fast. They do not strip out content. Instead, they do all the page layout and font rendering work first, then transmit the actual page content in a compact format to your Pocket PC. Since these servers are outside your company, they cannot see internal sites.

However, ThunderHawk Enterprise Server can be configured to display company intranet pages on the client machines. Contact ThunderHawk Sales for more information.

[back to questions] [back to help topics]

What do I do if ThunderHawk won't start?

If ThunderHawk won't start, or the login page is the first page you see every time you start, your ThunderHawk installation may be corrupt. Try reinstalling ThunderHawk to resolve the issue.

See How do I remove ThunderHawk from my device? and How do I install ThunderHawk? for details.

[back to questions] [back to help topics]

Why can’t I browse with ThunderHawk?

Your account information could be incorrect or expired. Log on to your account using a desktop browser. If you are able to log on to your account from a desktop machine, but you are still unable to use ThunderHawk, check to see if you are encountering any of the messages from the Troubleshooting section. If you are still unable to connect, fill out a ThunderHawk Technical Support Request Form with your e-mail address and username and ThunderHawk Support will contact you. Please send the full context of any error message displayed.

[back to questions] [back to help topics]

Why do I have to choose between the 'original' window and the 'new' window?

ThunderHawk allows you to view Web pages in one window, so when you click a link that causes a website to open a new window in a standard desktop browser, you have to choose whether you want to view that new window or continue viewing the original window in ThunderHawk.

If you chose to view the new window, you can always return to the original window by tapping the back button on the toolbar.

If you chose to view the original window, you can tap the back button and choose to view the new window.

[back to questions] [back to help topics]

Do you still support ThunderHawk 1.x?

Bitstream no longer offers technical support for ThunderHawk 1.x Pocket PC Edition. If you still use ThunderHawk 1.x, we encourage you to upgrade to the latest version, available on the following page:

Upgrade to ThunderHawk 2 Pocket PC Edition

[back to questions] [back to help topics]

How do I install the debug version of ThunderHawk?

The debug version of ThunderHawk creates a log file that ThunderHawk Support can use to assist you with your issue.

To install the debug version:

Use ActiveSync to connect your device to a desktop computer.
Click this link on your desktop system to go to the download page for the debug version.
Choose your operating system from the drop down list and click Go.
Click the link for your device (or choose Other if your device is not listed) and save the associated CAB file to a folder on your desktop computer.
- To save the CAB file, click the link.
- Choose Save to Disk from the pop-up dialog, or
  Right-click and choose Save Target As, or Save Link As.
- Choose a folder to save this file.
  NOTE: You can save this file directly into your device by choosing the “Mobile Device” or “My Pocket PC” folder.
If you didn't save the CAB file directly onto your device, copy the file into the “My Pocket PC” folder on your device now.
- To copy the file, open Windows Explorer.
- Click the “Mobile Device” or “My Pocket PC” folder.
- Copy the CAB file into this folder.
On your Pocket PC, tap Start > Programs and select File Explorer.
Tap the Pocket PC icon in the upper left corner of the window.
Select My Device.
Select the folder you saved the .CAB file to.
Tap the CAB file to initiate automatic install.
Once the CAB file is installed, go to: Start or Start > Programs and tap the ThunderHawkII icon to launch ThunderHawk.
NOTE: You may need to enter your ThunderHawk username and password when you first launch the ThunderHawk debug application.

Now you can browse the Web with ThunderHawk!

The Debug version creates a debug.log file in the root directory (either My Device, or My Pocket PC). When the ThunderHawk problem occurs, close ThunderHawk. Use ActiveSync to find the debug.log file. Copy this file from your Pocket PC and e-mail it to thsupport@bitstream.com. Please include a file listing the step-by-step actions that lead to this error. These steps are helpful to compare against the debug.log file as we work to resolve your issue. Include your connection method as well (such as WiFi, GPRS, ActiveSync, or another).

NOTE: Each time you open the debug version of ThunderHawk the previous debug.log file is deleted. Please be sure to save the file locally with a different name if you plan on re-launching ThunderHawk to gather additional information.

[back to questions] [back to help topics]

Why do I see only a Bitstream logo and “Please establish an Internet connection”?

Thunderhawk cannot find the Internet. Verify that your wireless device is connected to the network and that you have an Internet connection.

[back to questions] [back to help topics]

What if I receive a “Cannot Connect” error on ThunderHawk?

See Why am I having problems connecting with ThunderHawk? for some suggestions on how to solve this problem.

If you are still not able to resolve the problem, follow the instructions to load and run the debug version and send your debug.log to ThunderHawk Support. See How do I install the debug version of ThunderHawk? for details.

[back to questions] [back to help topics]

Why is ThunderHawk not recognizing my connection?

ThunderHawk uses the connection settings from your device. These settings are controlled by your Pocket PC.

To set or edit this information:

Go to Start > Settings.
Tap Connections.
Tap Connections again.
Edit or update any existing connection information here.

[back to questions] [back to help topics]

Why can’t I just e-mail Technical Support?

The Technical Support request form contains common information required by ThunderHawk Support in order to assist you with your problem. To prevent back-and-forth e-mail messages to get all of this information, and insure that we give you the best possible support in the least amount of time, we ask that you fill out the form in detail so that our e-mail quickly answers your specific questions.

[back to questions] [back to help topics]

Why am I having trouble tapping links in ThunderHawk?

See Why can't I browse when I tap links or scroll when I tap the scroll bars?

[back to questions] [back to help topics]

How do I find out if ThunderHawk works on my device?

ThunderHawk requires the Microsoft Windows operating system. If your device uses Windows, you can check the Pocket PC system requirements page or the Smartphone system requirements page to see if your device is listed. If it is not, you can still download a trial version and choose to download the installation file for a device that most closely matches yours, or choose Other to download a file used by most supported devices available on the market today.

[back to questions] [back to help topics]

Why am I seeing hyphens instead of fonts?

This means that ThunderHawk does not support the font. For example, if you browse to a site requiring Asian fonts, you will see hyphens in place of the unsupported characters.

If you would like ThunderHawk to support your font in a future release, send your request to ThunderHawk Technical Support by using a comment form for the Pocket PC Edition or the Smartphone Edition and ThunderHawk Support will contact you directly when this feature has been incorporated into the ThunderHawk browser.

[back to questions] [back to help topics]



		Home \| Help printer-friendly Windows Mobile Pocket PC Edition Troubleshooting Troubleshooting Why am I having problems connecting with ThunderHawk? Why has ThunderHawk disappeared from the Start menu? Why can't I browse when I tap links or scroll when I tap the scroll bars? Why doesn’t ThunderHawk display pages from my company's intranet? What do I do if ThunderHawk won't start? Why can’t I browse with ThunderHawk? Why do I have to choose between the 'original' window and the 'new' window? Do you still support ThunderHawk 1.x? How do I install the debug version of ThunderHawk? Why do I see only a Bitstream logo and “Please establish an Internet connection”? What if I receive a “Cannot Connect” error on ThunderHawk? Why is ThunderHawk not recognizing my connection? Why can’t I just e-mail Technical Support? Why am I having trouble tapping links in ThunderHawk? How do I find out if ThunderHawk works on my device? Why am I seeing hyphens instead of fonts? Why am I having problems connecting with ThunderHawk? Before you send a message to ThunderHawk Technical Support to find out why your ThunderHawk connection isn't working, you should try to answer the questions below. If you continue to have problems connecting, send your issue to ThunderHawk support with your answers to these questions. Have you been successful in running ThunderHawk with your device using an ActiveSync connection? This is a good test of the ThunderHawk install and can confirm that ThunderHawk is connecting. Turn on ActiveSync in the Start > Programs menu on your desktop. Does the problem occur using all available methods of connecting, such as GPRS, WiFi, or ActiveSync? Did you enter the correct network connection information on your device? ThunderHawk looks for existing connection information stored on your Pocket PC. To set or edit the information on a Pocket PC: Go to: Start > Settings. Tap Connections. Tap Connections on the next screen as well. Update or edit any existing connection information on this screen. After reviewing or editing this information you should be able to connect. What happens if you launch Pocket Internet Explorer (PIE) then launch ThunderHawk? If PIE works, ThunderHawk should work as well. If PIE works, launch ThunderHawk while PIE is running to see if you get a connection. Does your network use a proxy server? Port 443 might be blocked by a proxy server. ThunderHawk uses port 443 for most HTTP communications, while PIE uses it mainly for HTTPS requests. Unblock this port on your proxy server to give ThunderHawk access to the network. To check to see if port 443 is blocked (on a Pocket PC): Access PIE on your Pocket PC in the environment causing connection difficulties. Browse to http://mail.yahoo.com. Before doing anything else, click Secure under Sign In on this page. This brings up a secure page (note the “https” in the URL). This page goes through port 443. If it does not work, then port 443 is probably blocked by your proxy server. If you still have problems connecting, install the debug version and follow the instructions to send the debug log to ThunderHawk Support. See How do I install the debug version of ThunderHawk? for details. [back to questions] [back to help topics] Why has ThunderHawk disappeared from the Start menu? If you run out of power on your wireless device, ThunderHawk will no longer be available and must be reinstalled. [back to questions] [back to help topics] Why can't I browse when I tap links or scroll when I tap the scroll bars? If you are having trouble tapping links in ThunderHawk you may need to align the touch screen. Sometimes Pocket PCs fall out of alignment, and the area you are tapping no longer corresponds to the area displayed. Refer to the manual included with your Pocket PC for instructions on realigning the touch screen. We suggest that you align your screen while holding your Pocket PC in “landscape mode”, in the same way you use it to browse on ThunderHawk. If you continue to experience difficulty with a specific website, send the URL to ThunderHawk Support in a ThunderHawk Technical Support Request Form. The Support department will review your issue and contact you with a resolution or a progress report. [back to questions] [back to help topics] Why doesn’t ThunderHawk display pages from my company's intranet? ThunderHawk relies on an array of content servers acting as proxies. These servers have a very fast Internet connection, so they are able to download all the HTML code and images fast. They do not strip out content. Instead, they do all the page layout and font rendering work first, then transmit the actual page content in a compact format to your Pocket PC. Since these servers are outside your company, they cannot see internal sites. However, ThunderHawk Enterprise Server can be configured to display company intranet pages on the client machines. Contact ThunderHawk Sales for more information. [back to questions] [back to help topics] What do I do if ThunderHawk won't start? If ThunderHawk won't start, or the login page is the first page you see every time you start, your ThunderHawk installation may be corrupt. Try reinstalling ThunderHawk to resolve the issue. See How do I remove ThunderHawk from my device? and How do I install ThunderHawk? for details. [back to questions] [back to help topics] Why can’t I browse with ThunderHawk? Your account information could be incorrect or expired. Log on to your account using a desktop browser. If you are able to log on to your account from a desktop machine, but you are still unable to use ThunderHawk, check to see if you are encountering any of the messages from the Troubleshooting section. If you are still unable to connect, fill out a ThunderHawk Technical Support Request Form with your e-mail address and username and ThunderHawk Support will contact you. Please send the full context of any error message displayed. [back to questions] [back to help topics] Why do I have to choose between the 'original' window and the 'new' window? ThunderHawk allows you to view Web pages in one window, so when you click a link that causes a website to open a new window in a standard desktop browser, you have to choose whether you want to view that new window or continue viewing the original window in ThunderHawk. If you chose to view the new window, you can always return to the original window by tapping the back button on the toolbar. If you chose to view the original window, you can tap the back button and choose to view the new window. [back to questions] [back to help topics] Do you still support ThunderHawk 1.x? Bitstream no longer offers technical support for ThunderHawk 1.x Pocket PC Edition. If you still use ThunderHawk 1.x, we encourage you to upgrade to the latest version, available on the following page: Upgrade to ThunderHawk 2 Pocket PC Edition [back to questions] [back to help topics] How do I install the debug version of ThunderHawk? The debug version of ThunderHawk creates a log file that ThunderHawk Support can use to assist you with your issue. To install the debug version: Use ActiveSync to connect your device to a desktop computer. Click this link on your desktop system to go to the download page for the debug version. Choose your operating system from the drop down list and click Go. Click the link for your device (or choose Other if your device is not listed) and save the associated CAB file to a folder on your desktop computer. To save the CAB file, click the link. Choose Save to Disk from the pop-up dialog, or Right-click and choose Save Target As, or Save Link As. Choose a folder to save this file. NOTE: You can save this file directly into your device by choosing the “Mobile Device” or “My Pocket PC” folder. If you didn't save the CAB file directly onto your device, copy the file into the “My Pocket PC” folder on your device now. To copy the file, open Windows Explorer. Click the “Mobile Device” or “My Pocket PC” folder. Copy the CAB file into this folder. On your Pocket PC, tap Start > Programs and select File Explorer. Tap the Pocket PC icon in the upper left corner of the window. Select My Device. Select the folder you saved the .CAB file to. Tap the CAB file to initiate automatic install. Once the CAB file is installed, go to: Start or Start > Programs and tap the ThunderHawkII icon to launch ThunderHawk. NOTE: You may need to enter your ThunderHawk username and password when you first launch the ThunderHawk debug application. Now you can browse the Web with ThunderHawk! The Debug version creates a debug.log file in the root directory (either My Device, or My Pocket PC). When the ThunderHawk problem occurs, close ThunderHawk. Use ActiveSync to find the debug.log file. Copy this file from your Pocket PC and e-mail it to thsupport@bitstream.com. Please include a file listing the step-by-step actions that lead to this error. These steps are helpful to compare against the debug.log file as we work to resolve your issue. Include your connection method as well (such as WiFi, GPRS, ActiveSync, or another). NOTE: Each time you open the debug version of ThunderHawk the previous debug.log file is deleted. Please be sure to save the file locally with a different name if you plan on re-launching ThunderHawk to gather additional information. [back to questions] [back to help topics] Why do I see only a Bitstream logo and “Please establish an Internet connection”? Thunderhawk cannot find the Internet. Verify that your wireless device is connected to the network and that you have an Internet connection. [back to questions] [back to help topics] What if I receive a “Cannot Connect” error on ThunderHawk? See Why am I having problems connecting with ThunderHawk? for some suggestions on how to solve this problem. If you are still not able to resolve the problem, follow the instructions to load and run the debug version and send your debug.log to ThunderHawk Support. See How do I install the debug version of ThunderHawk? for details. [back to questions] [back to help topics] Why is ThunderHawk not recognizing my connection? ThunderHawk uses the connection settings from your device. These settings are controlled by your Pocket PC. To set or edit this information: Go to Start > Settings. Tap Connections. Tap Connections again. Edit or update any existing connection information here. [back to questions] [back to help topics] Why can’t I just e-mail Technical Support? The Technical Support request form contains common information required by ThunderHawk Support in order to assist you with your problem. To prevent back-and-forth e-mail messages to get all of this information, and insure that we give you the best possible support in the least amount of time, we ask that you fill out the form in detail so that our e-mail quickly answers your specific questions. [back to questions] [back to help topics] Why am I having trouble tapping links in ThunderHawk? See Why can't I browse when I tap links or scroll when I tap the scroll bars? [back to questions] [back to help topics] How do I find out if ThunderHawk works on my device? ThunderHawk requires the Microsoft Windows operating system. If your device uses Windows, you can check the Pocket PC system requirements page or the Smartphone system requirements page to see if your device is listed. If it is not, you can still download a trial version and choose to download the installation file for a device that most closely matches yours, or choose Other to download a file used by most supported devices available on the market today. [back to questions] [back to help topics] Why am I seeing hyphens instead of fonts? This means that ThunderHawk does not support the font. For example, if you browse to a site requiring Asian fonts, you will see hyphens in place of the unsupported characters. If you would like ThunderHawk to support your font in a future release, send your request to ThunderHawk Technical Support by using a comment form for the Pocket PC Edition or the Smartphone Edition and ThunderHawk Support will contact you directly when this feature has been incorporated into the ThunderHawk browser. [back to questions] [back to help topics]
		Copyright © 2010 Bitstream Inc. All rights reserved.

Windows Mobile Pocket PC Edition

Troubleshooting

Troubleshooting

Why am I having problems connecting with ThunderHawk?

Why has ThunderHawk disappeared from the Start menu?

Why can't I browse when I tap links or scroll when I tap the scroll bars?

Why doesn’t ThunderHawk display pages from my company's intranet?

What do I do if ThunderHawk won't start?

Why can’t I browse with ThunderHawk?

Why do I have to choose between the 'original' window and the 'new' window?

Do you still support ThunderHawk 1.x?

How do I install the debug version of ThunderHawk?

Why do I see only a Bitstream logo and “Please establish an Internet connection”?

What if I receive a “Cannot Connect” error on ThunderHawk?

Why is ThunderHawk not recognizing my connection?

Why can’t I just e-mail Technical Support?

Why am I having trouble tapping links in ThunderHawk?

How do I find out if ThunderHawk works on my device?

Why am I seeing hyphens instead of fonts?