Frequently Asked Questions

• Do the Trakker™ products work with QuickBooks® 2008?
  Yes, all Trakker products have been tested with versions of QuickBooks 2006, 2007, and 2008, including Enterprise.  Only the barcode printer and time systems have proven to have problems; these systems are in development to fix the issues.
• HotSync® User Name - what is it, where is it, and why do you need it?
  Each copy of the Trakker™ software is licensed for use on one PDA device; we identify that machine by the HotSync® user name, which must be unique for each device that syncs to a given PC. To get that name, sync to the PC, then right-click the HotSync® icon in the systray and choose "custom". The user name for the device that just synced is the name in the drop list of the form. Send that name to us and we will generate a unique registration key for your device.
  
• What is the difference between the trial software and what is purchased?
  Functionally they are identical, but the registration code unlocks certain aspects of the program: Trakker™ systems will "time out" 29 days after first use. If you have already installed the trial software, just enter the registration code to activate the licensed system.
  
• How do I get my registration code?
  The web system is set up to process payments using the PayPal® merchant system.  Following a purchase, PayPal sends an email to our office with details regarding the transaction, including the HotSync user name supplied by the purchaser during the transaction.  We then create a unique registration code and email it to the email address used in the PayPal transaction.  Please note that this is the only email address we have for this transaction, so registration codes MUST be sent to this account.  The total time for this is typically no more than 2 business days. 
• Why do the Trakker™ products require QuickBooks® 2005 or greater?
  QuickBooks® implemented the XML interface in the 2002 version but certain features in Trakker™ have been added that require the newer versions of the QuickBooks.
  
• Do the Trakker™ products interface to other accounting systems?
  At this time we do not support other interfaces but special needs may alter that in the future. If you have a specific package and need an interface, please contact us.
• I can't get my 1st connection to work properly; what should I do?   The first sync is always the hardest, so be patient about troubleshooting.  All of our systems have a manual included in the installation, and every manual has a series of steps you need to do in sequence in order to finish the connection.  Please give us the name of the application, the steps you have done in installation and setup, and where the system is failing, along with any error messages you are receiving on the screen.  If the sync fails for any unknown reason, please send two files from your PC:  tdlog.txt and qbsdklog.txt,  to support@mobitechsystems.com.  You can use the Windows search function to find these files and attach them to an email.  Depending upon where the system has failed, these may not exist.  Historically we have not found that uninstalling and reinstalling fixes a problem.  If an error occurs, stop and send us the information and files so we can help diagnose the problem.
• How do I set up a remote connection over the Internet?  This document details the steps necessary to configure the PC network and the PDA for remote sync.  Setting this up does require some basic understanding of PC networking, but is not difficult.  Total time to set this up should be less than 30 minutes, and if set up properly it should never need to be changed.
  
• How can I use my cell phone to sync my PDA wirelessly?  This can be done if your phone supports Bluetooth and you have the Internet or data plan from your carrier.  Note that some carriers sell an email connection, but that does not mean a full data connection to the Internet.  You will also need the DUN (dial-up-networking) feature on the data plan, which may be an extra cost.  This document details the steps necessary to configure the PC network and the PDA for wireless sync, using a Treo and a Tungsten E2 on Verizon Wireless.  As an alternative, this document details another device (the Janam ruggedized PDA), connecting to a Nokia phone on the AT&T network.  Total time to set this up should be less than 15 minutes, and if set up properly it should never need to be changed.
• Common support issue: "I reloaded the Trakker software.  Now, it has downloaded the items list and AR reports, but will not download the customer list."  Simple fix:   Open the Trakker app on the PDA, go to setup, page 1, pull down the menu, choose Sync Type, and check the boxes to refresh customers and items.  Then sync again.  The cause of this is the sync manager; it is mixed up because it thinks the customer and item list are already loaded.  To keep sync times as short as possible, the sync manager (the little "TK" icon in the systray) only sends over new or changed records since the PDA's last sync.  A reload of the software and empty tables is not something it "knows" about, so it has imperfect knowledge at that point.  The refresh in effect says "I don't care what you THINK you know, send everything".  It also resets the sync manager to the current state of the PDA.
• What about support for Windows (Windows Mobile WM5) PDA units?
  We have plans to support WM devices, but there is no firm timetable as of this point.

For further questions please contact us at support@mobitechsystems.com