iShare Sales & Support:
phone: +61 2 9006 1173 (9am - 6pm AEST)
Troubleshooting
Providing answers to these questions in support requests can help us reproduce & solve your problem:
· Which apple device are you using?
(e.g. iphone 3g/ipod touch)
· Which version of the apple operating system updates are installed on your device?
(e.g. iPhone update v 2.2.1)
· Are you connecting over Wifi or Cellular network?
· Are you using a VPN connection?
· Are you connecting over http or https?
· What version of SharePoint are you connecting to?
(e.g. Windows SharePoint Services 3.0, SharePoint Server 2007 Standard/Enterprise)
· Which SharePoint updates have you installed on your server?
e.g. SharePoint SP1, ‘Infrastructure Updates’
· Do you know the authentication type being used by your SharePoint site? Can you provide a screenshot of your Authentication Provider page in SharePoint Central Administration?
(Go to Central Administration > Application Management > Authentication Providers)
· Do you know the Alternative Access Mappings for your SharePoint site? Can you provide a screenshot of your Alternative Access Mappings in SharePoint Central Administration?
(Go to Central Administration > Operations > Alternative Access Mappings)
· Are you connecting your SharePoint server from outside a firewall?
(e.g. ISA Server)
· Can you describe the actions you have taken leading up to the problem?
(e.g. View contents of a Site, View contents of a Document library, View a document)
· What does the iShare application do when you experience the problem?
(e.g. Does it immediately close? Does it freeze while displaying a rotating progress indicator? )
· Can you provide a screenshot of iShare while it is experiencing the problem?
(You can take screenshots on the iPhone by pressing the home and power button at the same time.)
· Can you provide a screenshot of your account settings in iShare?
· Can you provide us with a test account to one of your SharePoint sites so we can try reproducing the problem?
Note: We do take information security seriously, and will keep your information confidential. You might like to create a subsite with unique priviledges for troubleshooting.