Troubleshooting

Troubleshooting

Why can’t I browse with ThunderHawk?

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

Why does ThunderHawk display a bad connection error when I am trying to register on a Smartphone?

Why do I see the message “No data connection is available. Please try again later” on a Smartphone?

Why does ThunderHawk freeze on the “Connecting to the service. Please Wait” message on a Smartphone?

Why doesn't anything happen when I select Go To from the ThunderHawk menu on a Smartphone?

Why doesn't the Action key work for ThunderHawk functions on a Smartphone?

Why doesn't the ThunderHawk eye go away on a Smartphone?

Why can't I browse to another page on a Smartphone?

Do you still support ThunderHawk 1.x?

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

What do I do if ThunderHawk won't start?

Why am I having problems connecting with 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 doesn’t ThunderHawk display pages from my company's intranet?

Why am I seeing hyphens instead of fonts?

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

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.

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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.

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Why does ThunderHawk display a bad connection error when I am trying to register on a Smartphone?

During the initial setup of ThunderHawk, the setup routine contacts our user database to create or find a ThunderHawk user account. If your phone's connection to the Internet is interrupted during this process, the ThunderHawk registration cannot recover.

If you get a bad connection message while setting up ThunderHawk, select OK to close the message. This should take you back to the registration screen. Check your account data, then select Done to try again. If you continue to get this message, cancel the registration and try one of the processes below.

• Check your phone's data connection. See Why do I see the message “No data connection is available. Please try again later” on a Smartphone? for instructions on how to select a data connection on your phone. Once you have selected a data connection, run ThunderHawk and go through the registration process again.
• Use an ActiveSync connection. Connect your phone to your desktop computer using ActiveSync. Connect your desktop computer to the Internet. Start ThunderHawk again on your phone and go through the registration process again.

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Why do I see the message “No data connection is available. Please try again later” on a Smartphone?

You may not have a data connection for the internet set on your phone. Make sure you have specified a specific method for your internet connection. If you are using the “Automatic” setting and continue to have difficulty, you may want to set a specific data connection instead of relying on an automatically configured connection.

To check your Internet data connection:

• Select Start or Programs > Settings > Data Connections
• Select Internet Connection and press the Action button
• Highlight a defined data connection. Select Done.
• Keep selecting Done until you return to the Programs menu.

If you do not have a defined data connection, contact your service provider for advice on setting up an internet data connection.

If you have already selected a data connection, and ThunderHawk still cannot find a connection, you may be out of range.

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Why does ThunderHawk freeze on the “Connecting to the service. Please Wait” message on a Smartphone?

ThunderHawk requires a data service with unrestricted access to port 80 and 443. Check that your phone account allows a data service with unrestricted access to port 80 and 443.

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Why doesn't anything happen when I select Go To from the ThunderHawk menu on a Smartphone?

If you have a graphic oriented task switcher on your phone, such as xBar, it may be in conflict with ThunderHawk. Try turning off the task switching software before starting Thunderhawk. For example, to disable xBar, press and hold the Action key to open the xBar pop-up menu and press and hold the * key.

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Why doesn't the Action key work for ThunderHawk functions on a Smartphone?

See Why doesn't anything happen when I select Go To from the ThunderHawk menu on a Smartphone?

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Why doesn't the ThunderHawk eye go away on a Smartphone?

ThunderHawk is trying to download the page. If the page does not load, try pressing the arrow button on your phone to close ThunderHawk. If that does not close ThunderHawk, try turning off your phone.

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Why can't I browse to another page on a Smartphone?

ThunderHawk is trying to download the page. If the page does not load, press Menu > Stop, or (6) for stop, or the arrow button on your phone to close ThunderHawk. If that does not close ThunderHawk, try turning off your phone.

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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

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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.

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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.

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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:

  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.

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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.

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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.

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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.

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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.

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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.

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