Raspberry Software

English	简体中文

Deutsch	繁體中文

Support

If you have product specific questions, please select from the corresponding index below.

If your issue is not resolved by the information below please mail support@raspberrysoftware.com.


Index Installation Registration & Licensing True Connect Usage True Connect SMS Usage True Connect Hints & Tips	Index Minute Minder Usage	Index True Golf Score Usage

True Connect

		Installation
	Q.	Windows Vista Support Does True Connect support Windows Vista?
	A.	Windows Vista is fully supported. There is one known issue associated with the Command Window being placed off the drag edge of the monitor. In this situation if the cursor is dragged off the monitor with the cursor over the Command Window the cursor cannot be dragged onto the device. Moving the Command Window so it does not overlap the active edge resolves this issue. Back to Top

	Q.	Other installed components When I install the True Connect SMS component I am prompted to install some other software components, is this correct?
	A.	In order for the True Connect SMS component to operate a number of third-party components are required to be installed. These components are as follows: Microsoft .NET Framework 2.0 (XP Only) Microsoft Office 2003 Primary Interop Assemblies (Office2003 Only) Microsoft Office 2007 Primary Interop Assemblies (Office 2007 Only) Visual Studio 2005 Tools for Office Second Edition Runtime Shared Add-in Extensibility Update for MS .NET Framework 2.0 (KB908002) These third-party components will be installed as required by the True Connect SMS installer. Under no circumstances should any of these components be uninstalled during the use of True Connect SMS. If one or more of the components are uninstalled, True Connect and True Connect SMS should be uninstalled using Add/Remove programs and reinstalled to ensure these components are reinstated. Back to Top

	Q.	Supported versions Which Operating Systems and Outlook versions are supported with True Connect and True Connect SMS.?
	A.	True Connect is supported running on W2K, XP and Vista on Windows Mobile 2003SE and above. True Connect SMS is supported on Outlook 2003 / 2007 using XP / Vista. Outlook Express is not supported by True Connect SMS. Back to Top

	Q.	True Connect SMS not working after Install I have installed True Connect SMS without error however the True Connect SMS toolbar and folders do not appear within Microsoft Outlook?
	A.	After installing True Connect SMS (or ideally before installing) ensure you exit Microsoft Outlook. On starting Outlook again after the True Connect installation should result in the True Connect toolbar and folders to be be created and the synchronization process to start against the connected device. It is worth noting that Outlook can remain as an active process after the Outlook window has closed. Use the Task Manager (by right clicking on the Taskbar typically at the bottom of the screen and choosing Task Manager) to ensure the OUTLOOK.EXE process is not running. If True Connect SMS is installed with Outlook running then it will only become active after a restart of Microsoft Outlook. Back to Top

	Q.	I wish to install True Connect SMS At the time of installing True Connect I chose not to install the True Connect SMS component, how do I retrospectively install this feature?
	A.	Uninstall True Connect and re-run the installation process again, this time choosing to install the True Connect SMS component. Back to Top

		Registration & Licensing
	Q.	Licence Key Not Received. I have purchased True Connect but I have not received a license key. When will I receive my license key?
	A.	Once True Connect has been purchased you will not receive a license key, instead to register the product you must use the Register button of the True Connect Settings dialog. Within this dialog you will be requested to enter your name and the email address you used when you purchased the product. Registration will fail if you do not use the same email address you used when you purchased the product. Once this information has been entered a license key will be automatically generated over the web and invisibly installed within the product. Once this process is complete True Connect is fully licensed. Back to Top

	Q.	Unable to Register #1. I have purchased True Connect and am using the Register option to generate my license key, however having specified my name and email address I am informed that I have not purchased the product, why should this be?
	A.	When registering True Connect it is mandatory to use to same email address you used when you purchased the product. Failure to use the correct email address will result in Registration failure. Back to Top

	Q.	Unable to Register #2. I have purchased the product however when I try to register I receive an error message: "You, or somebody using your email address, have tried to register True Connect using an illegal license key."
	A.	This issue can easily be resolved by contacting support@raspberrysoftware.com. Back to Top

	Q.	Unable to Re-register. I have recently purchased a new computer or restored my operating system and when I try to Register True Connect I am informed all my licenses have been used. How can I re-register True Connect for my new machine/operating system installation?
	A.	When True Connect has been purchased it is licensed for two installations for the person who purchased the product. If you have registered the product twice, and wish to install the product on a different machine, you must use the Deregister option within the PC True Connect Settings dialog to un-register a registered installation of True Connect. The process of de-registering re-credits your license count on order to re-use the license on a different machine or a reinstalled operating system. If you have already reset you machine without deregistering True Connect then please contact support@raspberrysoftware and we will resolve this issue. Back to Top

		True Connect Usage
	Q.	Now failing to connect to device #1. I have installed and successfully used True Connect but now when I connect my device True Connect fails to make a connection to the device.
	A.	If you are using the free trial period of True Connect ensure this Trial Period has not ended. The trial period starts from the time you install the product. You can verify whether the trial period has finished by opening the True Connect settings dialog and viewing the General tab. If the product has expired then the Status panel will read "Expired". Back to Top

	Q.	Now failing to connect to device #2. I have been using True Connect successfully but now I am unable to make a connection.
	A.	We have identified in very exceptional circumstances the True Connect driver fails to close correctly leaving the driver running on the device after the PC has disconnected. On future connects the PC fails to connect as the driver is in use. In this situation powering the device Off/On usually resolves the issue. As previously discussed this is generally a very rare occurrence however if you experience this issue frequently please contact support@raspberrysoftware.com. Back to Top

	Q.	Unable to Connect. I have installed True Connect however True Connect fails to work with my device.
	A.	Firewalls and Anti-Spam software can prevent a True Connect making a connection to the connected device. Typically (depending on configuration) on the first time True Connect attempts to make a connection you are prompted to "Allow" the connection, as prompted by your PC protection software. If you chose to disallow this connection True Connect will fail to connect. In order to reverse this decision you will need to add "TrueConnect.exe" program as an exception to your firewall. Back to Top

	Q.	True Connect SystemTray Icon. At times I have noticed the True Connect icon change to a connecting icon during use, is this to be expected?
	A.	Improvements have been made in detecting when True Connect has lost its connection with the device unexpectedly. In this situation True Connect will make an attempt to re-establish the connection on the users behalf resulting in the "Establishing Connection" icon becoming visible. Back to Top

	Q.	Mouse operation does not work with all Smartphone applications. (Not an issue with Touch-Screen devices.) I have noticed that some parts of the application do not support mouse cursor clicking, is this to be expected?
	A.	There are a small number of Smartphone applications that do not support mouse cursor clicking. The primary reason for this is that Smartphones have no mouse pointer support within its API and hence all mouse pointer support provided by True Connect has had to be created by Raspberry Software. There are however a small number of areas where it has been impossible to support mouse pointer clicking without changes to the Smartphone's API. For areas that do not support mouse cursor clicking use a combination of Wheel mouse, Navigation Buttons and PC keyboard keys. Back to Top

	Q.	Inoperable Home screen. (Not an issue with Touch-Screen devices.) My Home screen does not fully support mouse cursor clicking.
	A.	Within the Windows Mobile operating system there is an ability to modify the behaviour of the home screen as demonstrated by the fact you are able to select alternative Home screens via the phones Settings menu options. By default True Connect will operate correctly with the Home screens released as part of the Microsoft Mobile operating system and as part of the Orange network (see note ). Should alternative Home screens be released, then there may be some aspects of these screens that do not operate with mouse cursor clicking. Raspberry Software are very keen to identify home screens that show issues, and would request details of these Home screens be sent to support@raspberrysoftware.com. Other input mechanisms of True Connect such as using the Wheel mouse and/or Navigation Buttons and/or the keyboard Cursor keys should work as expected. If the contrast between the home screen background image and the font colour is not very defined (e.g. dark font on a dark background or a light font on a light background) then mouse point and clicking on the home screen options can fail on devices running Mobile 2003SE. Correct at the time of release. Back to Top

	Q.	My cursor disappears when I click, or click and drag (Touch screen devices only) I notice that when I click and hold the mouse down, or click and drag the cursor disappears from the screen when using touch-screen devices.
	A.	This is done by True Connect in order to prevent drawing errors caused by applications copying parts of the screen as part of their own drawing process. The cursor will re-appear if held still briefly, which can be a visual aid when dragging or scrolling. Back to Top

	Q.	Scrolling Home Screens. (Not an issue with Touch-Screen devices.) I notice that when my Home screen scrolls down, the mouse cursor clicking can invoke the wrong application.
	A.	There are occasions, due to the number of emails, appointments, text messages, etc. the Home screen needs to provide the ability to scroll to display all the necessary information. Once the home screen scrolls, True Connect is unable to obtain a reference as to what exactly is currently being displayed on the screen, and hence mouse cursor clicking can become out of step. Other input mechanisms of True Connect such as using the Wheel mouse , and/or the Navigation Buttons and/or the keyboard Cursor keys should work as expected. Back to Top

	Q.	Cursor and/or Navigation buttons flicker or disappear while using the Camera or some high screen refresh rate applications such as games. When using the Camera or some games that require constant screen refresh, the cursor and/or the Navigation Buttons disappear or flicker.
	A.	For applications that require a high screen refresh rate, such as the Camera application or some games, the mobile device needs to take control of the mobile device's video driver to maintain a high refresh rate. In taking control of the video driver other applications that require redraw updates will result in these updates not taking place, hence cursor and navigation buttons flicker or disappear. Back to Top

	Q.	Windows Security Alert message presented on the PC. On using True Connect for the first time I am presented with a Windows Security Alert message on the PC, is this to be expected?
	A.	If using a Firewall you may be presented with a window to accept the True Connect executable for use on the PC. For more information please refer to the Installation chapter Back to Top

		True Connect SMS Usage

	Q.	SMS Text Messages written in Chinese. When SMS Text Messages written in Chinese are synchronized to my Smartphone the text does not display correctly on the device.
	A.	When processing SMS Text Messages using double byte characters (such as Chinese) then the Smartphone needs to be set to process in Unicode. To set the Smartphone to accept Unicode characters action the following (example provided for Mobile 6): Go to the Inbox of your SMS Text messages on your device. Run Menu - Tools - Options and select "Account Settings". Check the checkbox that reads "Use Unicode when necessary". Back to Top

	Q.	True Connect SMS has stopped functioning. I have been using True Connect SMS for some time however it now seems to have stopped functioning, for example the the True Connect SMS toolbars have disappeared.
	A.	If any Outlook plug-in crashes, Outlook can try to protect itself by automatically turning off the plug-in or disabling the plug-in. To activate the plug-in again try the following: Using Outlook2003 use Help - About Microsoft Outlook. Press the Disabled Items button. If True Connect SMS appears in the list of disabled items use the Enable button to turn this plug-in back on. Using Outlook2007 use Tools - Trust Centre. Choose Add-ins and then Manage COM Add-ins (at the bottom of the dialog). If True Connect SMS is disabled check the checkbox and press OK to enable the plug-in. Finally if the above does not resolve the issue run a Repair install using Add/Remove Programs on True Connect SMS within Add/remove programs. Back to Top

	Q.	True Connect SMS not synchronizing correctly. On rare occasions True Connect fails to synchronize the SMS Text Messages correctly between the device and Outlook.
	A.	If on very rare occasions True Connect SMS does not synchronize the device correctly then this operation can be manually refreshed by running Tools - Options and going to the True Connect SMS tab and pressing "Renew SMS Synchronization". This operation will recreate all True Connect SMS folders and delete the caches. All SMS messages will then be restored to Outlook the next time the device is connected. NOTE any SMS messages that reside in Outlook but not on the device will be deleted. Back to Top

		True Connect Hints & Tips
	Q.	How do I get the most out of True Connect SMS? What can I do to get the best performance and reliability from True Connect SMS?
	A.	Raspberry Software recommends the following to get the most from the True Connect SMS component: - The blue rotating arrow in the "About True Connect SMS" button denotes that True Connect SMS is synchronizing. Due to update events and refresh restrictions within Outlook this arrow may at times stop rotating. This does not mean that True Connect SMS has stopped operating. Leave the device to finish synchronizing. - The first time a new device is connected all messages are synchronized from the device into Outlook. The time required to complete this operation will depending on the number of SMS Text Messages on the device. Once this first synchronization is complete further connections with the same device will be far quicker to connect as only the changes will be synchronized. - As you would do with email it is sensible to house-keep your SMS Text Messages by either deleting them or archiving them to an offline folder. To archive items to another folder simply shift select the items you wish to archive and then drag them to an offline folder. - It is highly recommended not to disconnect the device or exit Outlook while the SMS Text Messages are being synchronized. Back to Top

Minute Minder

		Minute Minder Usage
	Q.	Landscape Orientation. I have noticed that when using Minute Minder in landscape orientation the dialogs do not appear as expected.
	A.	This is a known issue with Minute Minder and will be addressed in the near furture. Back to Top

True Golf Score

		True Golf Score Usage
	Q.	Database Cannot Be Found. When I start True Golf Score I am informed that the database cannot be started.
	A.	When True Golf Score is installed you are prompted to install SQL Server Mobile and True Golf Score. Sql Server Mobile is an essential element to the application and must be installed. If you chose not to install SQL Server Mobile re-run the PC installer, choose to skip over the True Golf Score installation as you have already installed this and then install SQL Server Mobile as prompted by the install. Please note you will need to select which device you are using in order the for the installer to install the correct version of the product. Back to Top

	Q.	Easier way to create Courses. Is there an easier way to create the Course information within True Golf Score?
	A.	Raspberry Software also develops a product called True Connect which amongst its many features allows you control your device using the mouse and keyboard. This control allows you to enter Course information directly into True Golf Score using the keyboard. True Connect comes with a free trial period which if nothing else will allow you to configure your course information. Back to Top