Hey everyone! As I announced, eWallet sync is out and it’s going really well. For most folks it’s a simple process and is working like a charm. Of course as one would expect with the number of folks we have upgrading right now, some people are running into some problems. Fortunately, most of these are pretty easily fixed.
So if you’re one of the folks who are having some trouble, read on. I’ve got some easy fixes, and if you’re still having trouble let us know via our support lines! We’ll get you up and running.
Quick And Easy Problem Solving!
Before I go into details on various issues, let me give you the top ways we’ve helped people solve their problems so far!
- Make Sure You Run Sync on the Device:If you want to synchronize, you need to start sync on both the device AND on the desktop. A lot of times folks have hit sync on the desktop but not in eWallet on the device. We do it this way for security reasons I’ll address in a future post. You can find detailed step-by-step instructions for doing this under Help->eWallet Tutorials on the desktop or in the Help file that installs with the desktop software.
- Make Sure You’ve Installed eWallet 6.1.2 on the Desktop and Device:You need the very latest version of eWallet in both places to make sync work. The iPhone update will show up under updates in the App Store. You can download the latest desktop version of eWallet here. It’s a free upgrade if you own eWallet 6.0+ (it will auto-register when you install it) and $9.95 if you are adding it on or upgrading ( get it at the discounted price here if you already own 5.0 or less or are adding on.)
- Create a Partnership With the Phone: Before you can start synching you have to create a partnership in eWallet between your phone and the desktop version. You only have to do this the first time you sync. After that you just sync. There are a number of reasons for doing it this way, security in particular, but I’ll talk about that in a later post. For now, if you have trouble setting up the partnership, check out the step-by-step instructions in eWallet on the desktop (Help->eWallet Tutorials) or the help doc on the desktop for detailed instructions.
- Reinstall Bonjour:We’ve found that some folks need to reinstall Bonjour. You can get Bonjour here. It may ask you if you want to do a repair installation. If so, say yes!
- Delete and Re-create the Partnership: Stop any wallets from synching with the iPhone using Setup under Synchronize on the desktop. Then, still in setup, remove the phone from the list of sync locations. Now recreate the partnership with the phone.
- Close eWallet on Both Sides and Try Again: A simple one but you’d be surprised at how often this fixes things!
This may or may not solve the problems you are having, but so far we’ve found that one of these resolves most of the issues folks are having. Of course if you’re still having trouble you can always contact us. That’s what we’re here for.
Specific Questions and Problems
I called/sent an email! When will you get back to me?
We hope that no one will wait more than one business day for a reply. The response to this new release has been TREMENDOUS. We’ve got folks working non-stop here just fulfilling desktop add-on phone orders (yep – we still get a lot of orders by phone!) So if you don’t get a response right away, know that we’re plugging away and hope to get back to you as soon as we can!
If you want to speed up response/solution time, make sure to include the following info:
- Version of Windows you are running (and is it running on a Mac)
- If Vista, are you using UAC
- Are you on a commercial/work network, or a home network
- Are you using AdHoc wifi to connect
- Is your phone Jailbroken.
Why don’t my pictures and custom icons sync?
Unfortunately, eWallet hasn’t ever done image synching and iPhone is no exception. The original reason (for Windows Mobile/Palm) was sync speed and device memory. These aren’t issues with the iPhone so we are working on this for a future release.
It keeps saying the wallet doesn’t exist and asks if I want to create it!
This one is a puzzler and we’re working on it. We haven’t seen it here nor have our beta testers. We’re trying to replicate it and if you’ve seen this problem, please email us. We’d love any additional input folks have! In at least one case, trying some of the Quick and Easy steps solved the problem but I’m afraid it didn’t tell us why someone might run into it. The good news (to anyone who hasn’t seen it) is that the problem is pretty rare. The bad news is that this makes it tricky to diagnose!
UPDATE 9-10-8: Matt, one of our developers here, figured out why this happens! He is working on it as we speak! We’ll keep you updated!
Ahh! I updated but my wallets are gone!
In theory, Apple should be handling the updates in a way that this won’t happen. This is one ball that is firmly in the Apple court though. The good news is that normally this doesn’t happen. IF it does happen, try restoring your device. iTunes is supposed to be backing up even the data files when you sync to iTunes.
It can’t find my iPhone but I’m connected!
Again, for some folks the Quick and Easy steps did the trick but for a couple it didn’t. One of the most common secondary problems is a network using subnets. In simple terms, it’s like driving in the Express lane on a highway with a Local/Express split. You’re both going the same speed on the same road in the same direction but there is a wall between you. Another common problem is that the Firewall is blocking the connection. To see if this is the issue, try turning off the Firewall (temporarily) just to see if that makes any difference. (It will be good for support to know you tried this if you’re still having trouble!)
Oh – And one thing one of our posters here reminded me (Thanks M!). Although I don’t usually give ANY Firewall settings advice, he mentioned that in the Vista built-in settings there is an Exceptions tab where you can check to allow eWallet through! Might help folks with this problem!
OK! I’m going back to help with answering emails. Hopefully this will help some of the people who have run into challenges. If not, let us know!
@Gary: Sorry you had so much trouble Gary. To answer your questions, you should only have to create 1 partnership. Then, when you go to the Sync-Setup for each wallet you can just right click on your iPhone in the list and choose Synchronize. It should be pretty quick and easy. If you had to create a partnership for every wallet that isn’t right and you should definitely drop us an email. Maybe we can help.
As for choosing individual wallets this is the result of learning how people use eWallet over the last ten years. First, most folks only have 1 wallet so it typically doesn’t get in the way. Second, lots of people create very specific scenarios for sync. They might want to sync their Home wallet to an FTP server, sync their Home AND Work wallets with they iPhone at home, and only sync the Work wallet at the office.
If you’d like, drop me an email directly sometime with your thoughts. Customer feedback is one of the number one things we look at when we make changes!
Marc,
Thanks for the response. Being new to eWallet, perhaps I haven’t setup my wallets in the most straight-forward manner. But it seemed to be the only way to categorize and organize things. I’ve put so much time and effort into this while waiting for the sync capability that I’m not sure if it makes sense to re-do at this point. Unless of course there is a way to merge wallets? But getting back to the partnership problem, when I get a moment I will send you an email because I was not able to set everythign up under one partnership.
Koby:
In Parallels Menu go to Devices–>Network Adapter–>Default Adapter.
I had the exact problem you had and this fixed it (hopefully).
@Larry from 090908 @ 1:18pm
THANK YOU LARRY!!!!! IT WORKED!! In Parallels Menu go to Devices->Network Adapter->Default Adapter
IT WORKED FOR ME TOO!!!!!!
Koby
Marc,
First, thnk you for all the useful information you provide on this blog.
I am having trouble with the “Synchronization Setup” using the desktop version. I have read all the tutorials, help files, and tips related to this. When I click on the “Add” button and choose iPhone as the device I want to sync with, I get an alert box saying “No Apple Devices Detected”.
I am using the latest version of eWallet on both the desktop and the iPhone. I am running the desktop version under Win XP in a VMWare Fusion virtual machine.
Anything else I should try?
Also, is anyone else having sync problems on the Mac?
Thanks for your help in advance.
– Siamak
I am having the same problem as Siamak…….”No Apple Devices Detected”. Also have the current versions for both (but, without Fusion–just BootCamp).
Had to download again from ITunes the upgraded eWallet to get the latest update ……since the “Updates” at ITunes kept giving the message that it was not available. I was charged for the second time for eWallet (even though it was suppose to be detected by Apple that I had already purchased eWallat a couple of weeks ago. by Apple. I have sent a inquiry to Apple to reimburse me for the second charge.
Ok…..one thing that you have to do (which I missed, or did not see in comments), is to first open both the desktop and iPhone versions of eWallet. Then you have to start the syn set-up process on the iPhone first to get a “code” so you can use it to sync both devices. Once the iPhone gives you a code of letters, then the destop will recognize the iPhone. Put in the code….and it works perfectly. Works well….when you know the trick!
Just a general observation from my limited success with sync’ing on a Laptop running Vista, connecting to the iPhone using an ad hoc wireless network on my laptop. If I have the laptop connected to a wired network, I can not get eWallet to sync using the ad hoc wireless network (effectively having two networks going at the same time). However if no other network connection is present (that is the laptop only has the ad hoc wireless network operating) I can get eWallet sync.
I have only tested this scenerio on 3 separate occassions and so far the findings above are consistent. In the longer term, who knows!!
Hope that helps Mark, Chuck & the support team track down the sync’ing issues.
Thank you for releasing the sync’ing version! It worked perfectly the second time I attempted the sync…well actually the first time AFTER I read the instructions!
I have been a customer for many years and I will remain one for many years to come. Keep a stiff upper lip…of the 3000+ downloads in the first hours of availability there have been a dozen or so folks having problems. I would say that’s a track record any company can stand on.
Again, great job and thanks for this blog!
@DavidVF: Thanks for the info! I passed it along to the support team so they can add it to the troubleshooting list. Although sometimes this isn’t a problem (we did some tests and got it to work with both running) sometimes it is (we had someone try unplugging and just doing AdHox and it fixed their issue.) It really highlights the challenge of WiFi synching where every system is slightly different from every other.
I tried to re-install the Bonjour, delete the old partner and added again. Still not work on my iPod Touch
Hi,
I have tried everything. Bonjour was reinstaled (1.0.5) 1.0.4 can not start at all. Firewall was started and stopped, and still have runtime error after i try establish synhronization with my iPhone. Just after I tap iPhone icon.
Any ideas what should I try next??
Windows vista business without UAC, home network, iPhone without Jailbroken, massage:
Microsoft Visual C++ Runtime Library
Runtime Error!
Program: C:\Program Files\Ilium Software\eWallet\eWallet.exe
This application has request the Runtime to terminate it in an unusual way.
Please contact the application’s support team for more information.
This SILVIO experience Initially did the trick for my:
“”
I’ve had some problems to see my iPhone when I try to sync the first time.I’ve solved the problem by disabling the Check Point VPN network protocol installed on my PC (secure connection to work).For doing this, I went in wireless networking and I unchecked Check Point SecuRemote.I hope that this will have helped.
“”
I have been able to do the first Sync Setup to 3g iPhone (no jailbreak) with this method, BUT, after I set back my Checkpoint SecuRemote to active, I can no longer sync? iPhone not found error.
Obviously, I need the VPN function for my work, so what can I do further?
Thanks for any further suggestions.
I’m having the same issue as DavidVF. Here are my specs:
– Windows Vista Home Premium SP1
– eWallet PC 6.1.2.24688
– eWallet iPhone 6.1.2 Build 115
– iPhone 3G
Here are the steps I followed:
1. Ran through Sync Setup on iPhone until i get to the page that displays the security code.
2. Ran the Sync Setup on eWallet PC. eWallet PC displays my iPhone’s name in the “Add iPhone or iPod touch sync” window.
3. Select my iPhone from the list box, click “OK”.
4. After about 30 seconds or so, I get an error box that reads “An error occurred while asking the Apple device to provide the authorization code necessary to set up a synchronization partnership.”
I’ve tried this at least 10 times. I even turned off the 3G feature, but to no avail. Does anyone have any ideas on why this may not work? Obviously, I’m very disappointed because I purchased both eWallet editions today for the express purpose of being able to sync between the two.
Any ideas are welcome.
–EricR
OK, so I read some more blog entries and decided to try to upgrade the firmware on my router. The router did, in fact, have a newer update available and that helped me get me through the sync setup.
My first sync failed because I had not set the master password on my iPhone wallet. I set that up and voila – it worked!
What wasn’t intuitive to me was that I needed to start the sync process on the iPhone *before* I initiated the sync on the PC. This was somewhat counter-intuitive to me because I was expecting iTunes-like functionality – there, once I’m connected, I can initiate syncing from the PC and it handshakes with the iPhone automatically. Very minor issue. I hope it works as well going forward.
–Eric
Hey everyone. Just to let you know, even though (as I mentioned in the latest post) we can’t logistically do support through the blog comments, we are reading every single one of these carefully and using what you post to work through solutions. In some cases we’re looking at a better UI. In other cases we’re looking at code changes that MIGHT make it easier to deal with firewalls/subnets/etc.. In the latter case it’s iffy how much we really can do but we’re going to give it the old college try.
And on a related note, I mentioned elsewhere that Matt (one of your great developers here) replicated and pinpointed the issue with files that only want to overwrite to the phone – we’re working on a fix as we speak.
I am unable to sync, with the message: Unable to access wallet… Everyone here is talking about “Parallels”, but I have no idea what that is. I reinstalled bonjour, opened, closed, installed, uninstalled, etc. etc. to no avail.
I am able to pair, and the sync starts but then it just dies halfway.
Thanks
I had no luck hooking XP to my iPhone over a public wireless network at my company, because of the different wireless subnets. Finally got an ad-hoc network setup on my iPhone and PC and finally got things synced, after days of trying.
Thanks Stephen Skarlatos
>>I found a work around for the “could not find eWallet” on the iPhone. Here are the steps I took:
>>1. delete all wallets from the iPhone. Hit
>>2. remove partnership in desktop eWallet, close.
>>3. rename your ewallet file on the desktop.
>>4. open eWallet on both the iPhone and desktop.
>>5. create the partnership and sync
It worked me to
@Alex: We’re also releasing 6.1.3 for desktop this week and it fixes the problem that causes that whole “could not find wallet” thing.
I have not been successful in getting my iPhone to sync with ewallet. I’ve reloaded bonjour, turned off the firewall, anti-virus, and lost count of how many times of sync’d and deleted sync’ing.
I am running
windows xp sp3 under Vmware fusion (version 2.0 (116369))
macpro mac os x 10.5.3
linksys wrt54g
ewallet does recognize the iphone. A couple of times it has even started syncing and had the iphone “wheel” start. After a about midway through the progress bar, I got a “can’t sync or apple device not found” Retrying I just get the “apple devide not found”.
Suggestions?