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Support Frequently Asked Questions

Category:
  1. How do I install SnapperMail to my handheld?
  2. I have a problem receiving email from my server. Can I generate diagnostic information to help you find the problem?
  3. I am having difficulty with auto-delivery. What can I do?
  4. I get relaying denied errors whenever I try to send mail. What's wrong?
  5. How do I register SnapperMail if I purchased a license for it over the air from Sprint?

How do I install SnapperMail to my handheld?

If you are using a Windows PC:

1. SnapperMail is distributed in a .zip file. When you click on a "Download" link, you will usually be asked if you want to Open or Save the file. Click on the "Save" button, which will bring up the "Save As" window. Make a note of which folder you put the .zip file in - it is often easier to find the file if you put it on the Desktop. Click the "Save" button to download the file.

2. Locate the .zip file on your PC and double-click on it. If your PC has an unzipping utility installed, you will see a window with a list of files. If you don't have an unzipping utility, you can install one of many of these utilities that are available for download on various sites. WinZip is one of the most commonly used unzipping utilities.

3. Double-click on each file that you wish to install to your handheld (the ReadMe file provides guidance on which files you want to install). This will bring up the Palm Install Tool. Make sure the correct HotSync ID is selected. After adding the desired files to the list, HotSync to install the files to the handheld.

I have a problem receiving email from my server. Can I generate diagnostic information to help you find the problem?

Sure. We'd need a diagnostic log. This is a record of the raw dialog between SnapperMail and the remote mail server - we use it to diagnose any communication problems you may be experiencing with SnapperMail.

To create a diagnostic log, follow these steps below:
  1. Go to the message list view. This is the opening, main screen of SnapperMail (the Inbox or whatever folder you were last viewing). It shows either a list of your messages, the SnapperMail icon or both depending on how many messages are present in the folder.
  2. Enter the 3 letters "b" "u" "g" in lower case.*
  3. A hidden preferences window will pop up after you enter the "g". Check the box that says "Diagnostic log".**
  4. Use SnapperMail normally to send or fetch mail to replicate the error you're experiencing. SnapperMail will be recording the send/fetch session into a log file***. It is important you do not exit SnapperMail during this session.
  5. Enter "b" "u" "g" in lower case again and turn off the Diagnostic Log by unchecking the option.***
  6. A new message will appear in your inbox with "Subject: Comms Log" containing the log in a file attachment called comms_log.txt
You can send this message to us at support@snappermail.com in many ways. Here are some of them:
  • Forward it directly from SnapperMail
  • Open the attachment, this will go to your text viewer, typically the Memo Pad application (beware if the log is big you will fill your memo list with many memos). You can sync this to your Desktop and paste it into a message.
  • Rather than opening the attachment, beam it to your laptop. This will work with Windows 2000/XP and Mac operating systems.
* If you are using a keyboard device and version 3.0 or later, typing "b" takes you to another form -- you should cancel this form and then continue with "u" and "g"
** In versions prior to 1.7, SnapperMail will simply pop up a message informing you comms logging is toggled off or on.
*** Note for power users: SnapperMail writes the comms data to a temporary database called SnapperMailLog, if you don't close the log by entering "bug" for a second time you can attach this database into a message directly. Do this as a last resort - we would much prefer a text file generated by normal methods.

I am having difficulty with auto-delivery. What can I do?

Try going through these steps:
  1. Ensure you handheld does not have any conflicting apps installed.
  2. Ensure SnapperMail is running in RAM and not on a memory card.
  3. Check that your system clock is set correctly.
  4. Ensure your account(s) are set up correctly and that a manual send/fetch works (i.e. you have an account selected for fetching).
  5. Do a soft reset (not really necessary, but do it anyway).
  6. Go to Periodic Delivery Prefs and check your fetch times are correct
  7. Turn off device.
  8. Wait required time and allow up to 4 additional minutes.

I get relaying denied errors whenever I try to send mail. What's wrong?

To send email, just like your desktop email client, SnapperMail talks to a SMTP server. A SMTP server?s sole function is to relay your messages on to their intended recipients. The SMTP server that SnapperMail attempts to use is the one you configure in the Server section of your account settings.

On a desktop you typically connect to your ISP and then use your ISP's SMTP server to send messages. However when you use SnapperMail, more commonly you are connecting to the Internet not via your ISP but through a wireless carrier. When this happens, your ISP recognizes that you are not connected to their network, instead it identifies you as an outsider - hence their SMTP server will shut you out with the "relaying denied" error.

To make SnapperMail send mail in this situation you have the following options:
  • See if your ISP's SMTP server supports authentication. If it does, simply fill in the SMTP username and password in your account settings. This will log you into the SMTP server allowing you to send email. We've got a list of common settings in our ISP configuration area.
  • Before SMTP authentication became popular, some ISPs required you to log into your POP server before letting you send. If this is the case for your ISP, you can try checking the "POP before send" option in the server settings.
  • If your wireless carrier offers a SMTP server, configure all of your accounts in SnapperMail to use your wireless carrier's SMTP. We've got a list of SMTP servers for some common wireless carriers on our ISP configuration area.
  • Sign up to a third party mail service which will give you access to a SMTP server that supports authentication. You can then configure all of your mail accounts to use this SMTP server. We recommend FastMail, their service is fast and reliable.

How do I register SnapperMail if I purchased a license for it over the air from Sprint?

Sprint Over-The-Air Purchase Registration Procedure
  1. If you don't know your HotSync ID go to your Palm Launcher and tap . Take note of your HotSync ID at the top right-hand corner.
  2. Launch SnapperMail, go to Menu->Options->About SnapperMail
  3. Tap Register Online
  4. Take note of the 8 digit serial number.
  5. Tap www.snappermail.com/register on the Register Online form. (You can use any browser by going to http://www.snappermail.com.)
  6. Enter your 8 digit serial number noted in step 4.
  7. Click Next
  8. Enter your email, name, etc.
  9. Click Next
  10. Enter your HotSync ID
  11. Click Next
  12. Click Next after verifying your details. You will see your login details which you should take note of.
  13. Click Next to go to the product download page to update your software.
Latest devices: Palm® Centro™, Treo™ 755p, Treo™ 680
Supported file types: PDF, PPT, DOC, XLS, JPG, ZIP
Denny Atkin
"The ultimate handheld email program... the Holy Grail itself: SnapperMail."
Editor-in-chief, Handheld Computing Magazine
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Pattie W
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