Welcome to Terratial's Support Center for DocHawk Platinum™
Frequently Asked Questions
1. What do I do if I get a "No HTTP connection is available right now (S05)" message?
2. Why do my submissions get stuck on "DocHawk is awaiting the receipt of your message-one moment pls"?
3. What should I do in order to keep my service if I switch phones?
The answers:
Q: What do I do if I get a "No HTTP connection is available right now (S05)" message?
A: Please go to (Settings->) Options-> Advanced Options-> Service Book and look for the following two items:
- IPPP for BIBS [IPPP]
- IPPP for Desktop [IPPP]
At this point, please make a note of which of those items you have or whether you have them both. Then you can go back to your main icon menu.
Open DocHawk™, press the thumbwheel and from the menu select "settings". Once the DocHawk™ settings screen shows, scroll down to Required setting 2 of 2.
-If you don't have "IPPP for BIBS [IPPP]" but do have "IPPP for Desktop [IPPP]", please make sure the box is checked. Then on Required setting 3 of 3 select the option that best suits you. If you don't know what to select, select "All other service providers with BES".
-If you have "IPPP for BIBS [IPPP]" or both, then leave the box unchecked, regardless of whether or not you run under a BlackBerry® Enterprise Server. As for required setting 3, please change the option to "RIM BIS (global alternative)" which is second from the bottom of the list.
After you have done this, press the back/escape key (under the thumbwheel) and save the changes. Then, press the thumbwheel and select "Get document list". That should do it.
If you continue to receive the "No HTTP connection..." error, please send an e-mail to support@terratial.com and explain the steps you've gone through.
Q: Why do my submissions get stuck on "DocHawk is awaiting the receipt of your message-one moment pls"?
A: All submissions have to go through a yellow arrow phase, then to blue and finally to green. The time it takes for a submission to go to green is rarely more than 30 seconds, but sometimes it can take up to 5 minutes if e-mail traffic is high. If your submission is still a yellow arrow after more than 5 minutes of being submitted, it is likely that the submission has failed and that can cause the document list to perform erratically sometimes. You'll need to reset DocHawk™.
Open DocHawk™, press the thumbwheel and from the menu select settings. Once the DocHawk™ settings screen shows, scroll down to the checkbox that reads: "Allow application closure..." and check the box. After you have done this, press the back/escape key (under the thumbwheel) and save the changes. Then press the thumbwheel and select "Close this application", DocHawk™ will then close.
Now, please open DocHawk™ once again and when it opens press the back/escape key (under the thumbwheel) so you go back to the main icon menu--do not select "close this application" anymore. Then please go into your inbox and try to re-submit the same e-mail attachment. The new submission will likely process just fine. Remember that all processing has to go through a yellow arrow phase, please be patient with this new submission.
Don't worry about the old yellow arrows, they'll go away after two hours of the time when they were originally submitted.
Q: What should I do in order to keep my service if I switch phones?
A: In order to transfer your DocHawk™ account to a new device, our support team needs to make changes to your account records.
Please create a new e-mail to support@terratial.com stating that you would like to transfer your balance to a new device and include as much of the following info as you have handy:
- Your full name
- PIN numbers for your old and your new BlackBerry®. It's available in the BlackBerry® itself, under (Settings ->) Options -> Status -> PIN.
- Main e-mail address you use with your BlackBerry®
- Your DocHawk™ registration key (YTKEY...). You can find it in your invoice.
Your request will be dealt with promptly as soon as our support team receives it.
Q: What do I do if I get a "Sorry, but your service account has expired" message even though my service should not be expired?
A: It is very important when you enter the registration key into the DocHawk™ settings screen that it is entered exactly the way it looks in your invoice, meaning all caps and dashes included. Once you've properly entered the key into the settings screen, exit and save the changes, go to your BlackBerry® e-mail inbox and make a submission to DocHawk™. That should do it.
Should you continue to encounter expiration problems after this, please make an e-mail to support@terratial.com and provide to us the following info:
-Your full name
-PIN number for your BlackBerry®. It's available in the BlackBerry® itself, under (Settings ->) Options -> Status -> PIN.
-Your registration key (YTKEY...). You can find it in your invoice.
Your request will be dealt with promptly as soon as our support team receives it.
