Support for Peek@who
Before you email support @ smrtguard dot com, please read below and try to identify your problem type.
Also before you send your email, please ALWAYS INCLUDE your
1. BlackBerry OS Number (3 digits, i.e. - 4.2.1 or 4.2.0...etc)
2. BlackBerry Model (i.e.- 8800 or 8310)
3. Network Service provider (Verizon / Tmobile...etc)
Please try to identify your self and then email us at support @ smrtguard dot com
If you have FollowUp! and PeeKaWho, click here.
TYPE 1
The Problem
You have installed / activated but no popup when you get an email
What you should do?
Please first try to reboot your BB by taking the battery out. When you rollover the PeeKaWho icon, you should see it change to another rollover state icon.
But if you still don't see popup?
3 options:
Option A
We have found a fix for OS 4.2.2, please point your BB here http://www.smrtguard.com/download/1160/422/peek.jad
Couple things to NOTE for this fix:
* 1st - Reboot after you download the fix.
* 2nd - It will LIKELY work for your default email ONLY and more chances on the "native" BlackBerry email (the email acct on your carrier).
If you are having trouble, do this:
Goto Options->Advance Options->Default Service (in some OS is " Message Service")
Which email do you see there? Whatever you see there, send a test email there. You should see a popup.
Other things to make sure:
1. You don't have any PeeKaWho filtering on address or applications.
2. Try to switch to another email account as default message service (try the "native" email account first).
We are doing the best we can to try to adapt to RIM's OS inconsistency and give you a work around.
Thanks for your understanding.
Option B
Upgrade to new OS 4.5 - see how it worked for some users.
http://forums.crackberry.com/f52/peek-who-problem-74897/index4.html#post756414
How to upgrade? Click here.
Option C -
To help us better resolve the problem. Those that are still having problem, can you send us your error log?
1. Send yourself a quick test email.
2. Upon receiving the email, from the home screen, please press Alt key + LGLG, this will show your the error log.
3. Please do 'copy' and then paste into an email to support "at" smrtguard "dot" com
Thanks for your help, patience, and understanding.
TYPE 2
The Problem
SMS is showing just the number, not the name in the address book.
The WHY?
Some carrier adds a 1 in front of the incoming sms text number, we are aware of this problem. We should have a fix for this in the next release.
Related Problem
If your PeeKaPic is showing up for email but not showing up for SMS, this is related to the extra 1 added infront of SMS text number. Our next release should address this problem.
If your PeeKaPic isn't showing at all, then this is a TYPE 3 problem.
If you SMS isn't showing at all, check to see if you have other SMS programs on your BlackBerry.
TYPE 3
The Problem
PeeKaPic (Contact Picture) is not showing up for email popups.
The WHY?
Probable Cause 1: This problem might occur if you just added a new picture for the person who is emailing you.
Probable Cause 2: Another might be the email address that the person is emailing might not actually be in your address book. Many people have multiple emails. The way PeeKaWho identify the picture is by the exact emailing address.
The Fix
Before the below steps, please goto PeeKaWho app and select "Test popup". This will show the very first picture it finds and show it on screen. If the picture shows up, please make a note of this when you send a support email to us.
1. Make sure PeeKaWho is permissioned as "Allowed" on your BlackBerry.
Goto Options-> Advance Options-> Applications-> find and select PeeKaWho and then select "edit permissions".
Make sure all the item listed are "Allowed". Save any setting changes. Do a battery pull and then try again.
2. First goto PeeKaWho application, from the menu, select About Us.
3. From the About us screen, select "Refresh SMS Number/Photo" from the menu.
If the above does not fix this, then please help us find the problem by sending us your log:
1. From the home screen, please press Alt key + LGLG, this will show your the error log.
2. Please do 'copy' and then paste into an email to support "at" smrtguard "dot" com
Thanks for your help and understanding.
TYPE 4
The Problem
You get activation code invalid error when you enter your activation code in PeeKaWho.
The WHY
Make sure the BBPIN number you entered when you ordered is correct, a handful of users enter their name or missed a digit when they entered BB PIN in the order form.
What you should do?
Please contact support @ smrtguard dot com WITH YOUR BB PIN and indicate in the subject that you have a TYPE 3 problem. How to find your PIN? Goto Options -> Status -> PIN
TYPE 5
The Problem
You did not get your activation code yet.
What you should do?
Please contact support @ smrtguard dot com and forward a copy of your purchase and indicate in the subject that you have a TYPE 2 problem.
TYPE 6
The Problem
You have successfully installed the application and the application have prompted you to enter your activation code. However, when you entered the activation code, NOTHING happens (no popup saying you have invalid code or popup saying you have successfully activated).
The WHY?
This problem occurs because the activation code is not reaching our server for Over the Air checking and verification. Your activation code isn't reaching us because you need to setup APN settings on your BlackBerry.
The Fix
Please setup your APN setting by going to Options -> Advance Options -> TCP. And then follow the following link to find the proper setting.
If you have a Verizon BlackBerry, this will not apply to you.
TYPE 7
The problem
After you installed, you get a error "Error starting com_smartguard_peekawho_410:implied fixup error for com_smrtgurd_peekawho_410".
What you should do
If you have a OS 4.2.1 and you are getting this error, that means that you have installed the wrong version. Please try to get the version for your OS.
Make sure to look at the 3rd digit in the BB OS version number.
Base on your info, you need to install the other version.
Since you already installed the other version, you have to first remove the 4.1.0 version.
1. Goto Options->Applications->Modules
and delete
com_smrtguard_peekawho_410
com_smrtguard_device_common_410
2. Then Reboot.
TYPE OTHER
If none of the problem applies to you, please email us. Be sure to give us your
1. BlackBerry OS Number (3 digits, i.e. - 4.2.1 or 4.2.0...etc)
2. BlackBerry Model (i.e.- 8800 or 8310)
3. Network Service provider (Verizon / Tmobile...etc)
