Impatica Knowledgebase

KB-000407: My BlackBerry handheld screen does not display on viaDock.

The first thing to ensure is that you are using the latest versions of both the handheld software (Impatica Connector) and the PC-level software (Impatica viaDock). Go to this page of our website and ensure that your versions match the latest offered at our site. Start by selecting your PC platform:
http://www.impatica.com/products/viadock/download.html

There are four known reasons why this might occur:

1-      The first known cause is that your IT Policy does not have the Allow Screen Shot Capture policy listed, which is common for older versions of BES. Your IT policy template needs to be updated.

Follow the instructions for updating your IT policy template in this article. The contents of this article were originally located in the BlackBerry Knowledgebase:


https://www.impaticize.com/impkb/questions/442/


Once the template us updated, confirm that the Allow Screen Shot Capture policy is now listed, and set to True. Apply these changes to the IT Policy that is applied to your BlackBerry.

2-      The second cause is that the application permissions for Impatica Connector (the BlackBerry client portion of the Impatica viaDock software) have not been adjusted correctly. In order to operate properly, the Impatica Connector application requires that the “Screen Capture”\ “Recording” (the name changed to “Recording” with BlackBerry device software 4.6+) application permission be set to “Allow”.



If this permission is set to “Deny” then the screen captures cannot be pushed from the BlackBerry smartphone to the viaDock software installed on the PC. 

3-      The third possible cause is that there is another third-party program interfering with Impatica Connector.  Another client reporting the same problem wrote: 

… I discovered that some software we run (http://www.pocketmedialive.com/e-mobilesoft/productPage/BBEmail.html ) was causing the problem.  After I removed that software the Impatica software runs great.

If you happen to be running that software it may be causing the issue. If you have installed any similar programs on your BlackBerry you could try removing them to see if this corrects the problem?  If it does please let us know which application was stopping your BlackBerry from sending screen captures.

4-   The final known cause is that the “Impatica Connector 32” icon in the “Downloads” folder on your BlackBerry is interfering with the proper operation of the software. This does not occur often and when it does it is usually on a BlackBerry 9700 model.

The fix simply requires you to delete this icon from the “Downloads” folder on your BlackBerry. Here are the steps:

a.      From your home screen, navigate to and open the “Downloads” folder.





b.      Once in the “Downloads” folder locate the “Impatica Connector 32” icon.




c.       Click the BlackBerry menu key and select “Delete” from the menu.




d.      You will then be prompted to verify that you wish to delete the icon. Select “Delete”.





e.      You may then be prompted again to verify that you would like to delete the icon. Select “Yes” if prompted.




f.        The BlackBerry will then prompt you stating that the handheld must restart to complete the deletion. If you want to wait to restart then select “No”. If you are prepared to restart now then select “Yes” in order to complete the deletion.




g.      If you choose to wait until later to restart in step f above, please restart as soon as possible. When it is convenient, reboot your BlackBerry to complete the deletion. When the device restarts, connect to viaDock and test to ensure you are now able to see the BlackBerry screen through the Impatica viaDock software.

If you continue to have issues after trying the three known solutions above, please provide Impatica Support the following environment information:

 

Windows Users:

BlackBerry Device Software Version (found under Options -> About):
Windows OS version and Service Pack:
BlackBerry Model (found under Options -> About): 
BlackBerry Theme: What BlackBerry theme are you using (found under Options -> Theme)?
Impatica Connector Version (found under Options -> Advanced Option -> Applications) e.g. 1.0.19):
Impatica viaDock version (found under Help -> About Impatica viaDock):
Connection Method (USB or Bluetooth):
Version of BlackBerry Desktop Manager
(If connection method is USB) (found in Help menu -> About):

In addition, could you clear your BlackBerry Event Log, connect to Impatica viaDock and repeat the steps to cause the problem and then send me the log contents?

The instructions for the above are here: https://www.impaticize.com/impkb/questions/175/

 

Mac Users:

Mac OS version (found under Apple menu -> About this Mac):
Mac Model (found under Apple menu -> About this Mac -> "More Info..." button -> "Hardware" tab):
BlackBerry Model (found under Options -> About):
BlackBerry Device Software Version (found under Options -> About):
Impatica Connector Version (found under Options -> Advanced Option -> Applications) e.g. 1.0.19):
Impatica viaDock version (found under "Impatica viaDock" menu -> "About Impatica Virtual Dock"):
BlackBerry Theme: What BlackBerry theme are you using (found under Options -> Theme):

 

In addition, could you clear your BlackBerry Event Log, connect to Impatica viaDock and repeat the steps to cause the problem and then send us the log contents?

The instructions for the above are here:
https://www.impaticize.com/impkb/questions/175/

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