Mobile device keypads can only support a certain set of characters. Mobile Security recommends that the administrator compile a list of characters supported by the devices. After compiling the list of supported characters, the administrator can then set the uninstall protection password from the management console using the list of supported characters.

The version of Mobile Device Agent supporting a DNS name should be higher than 5.0.0.1099 for Windows Mobile platform and higher than 5.0.0.1061 for Symbian OS 9.x S60 3rd Edition platform. Previous versions can connect via IP address only.

When a user uses the Encryption Module on a device, some existing applications may not function. The reason is that these existing applications may be not be contained in the trusted list. After the Encryption Module is enabled, certain file types will be encrypted (for example, doc, txt, ppt, pdf, xls and etc). The Encryption Module only allows trusted applications to access encrypted data. Therefore, the administrator must add these applications to the trusted application list. For more information see Encryption Settings.

If the uninstallation process started deleting the files and services that are important for the Communication Server’s normal operation before the process was stopped, the Communication Server may not function normally. To resolve this issue, install and configure the Communication Server again.

This issue may happen if the system clock of SCEP server is set to the incorrect time or the Simple Certificate Enrollment Protocol (SCEP) certificate is not obtained by Trend Micro Mobile Security. Make sure that the system clock of SCEP server is set to the correct time. If the issue persists, perform the following steps:

The Communication Server cannot receive the policy from the BlackBerry Enterprise Server (BES) if the policy name contains special characters. Check if the policy name contain any special characters and replace them with alphabets and numbers.

If you are using SQL Server Express, use the following format in the Server address field: <SQL Server Express IP address>\sqlexpress.

This problem may occur when SQL Server 2005 is not configured to accept remote connections. By default, SQL Server 2005 Express Edition and SQL Server 2005 Developer Edition do not allow remote connections. To configure SQL Server 2005 to allow remote connections, complete all the following steps:

This problem may occur if Visual Studio 2008 is not installed in the default location and therefore, the SQL Server 2008 setup cannot find devenv.exe.config configuration file. To resolve this issue, perform the following steps:

This may occur if the downloading of encrypted files is disabled in the Internet Explorer. Perform the following steps to enable the encrypted files download:

This is because the Mobile Security device administrator is not activated on that mobile device. If the user does not activate Mobile Security in the Device administrators list, then the Mobile Security cannot synchronize server policies with the mobile device, and displays its status as Out of Sync.

This happens if your Internet Explorer is configured to use a .pac automatic configuration file. In that case, the Internet Explorer will block the access to a secure Web site that contains multiple frames. To resolve this issue, add the Mobile Security server address to the Trusted sites security zone in Internet Explorer. To do this, perform the following steps:

For more details on this issue, refer to the following URL: