Training

Frequently Asked Questions

Getting Set Up
Device Preparation
Using Visto Mobile
Using Email
Understanding Enterprise Edition
Working with the Desktop Assistant

Getting Set Up
How do I install Visto Mobile on my phone?
How long does it take to install Visto Mobile on my phone?
How many users are supported with the Enterprise Edition?
How much time does it take for a new message to get delivered to my phone and will I get notified when a new message arrives?
Does Visto Mobile support Gmail, Yahoo!, Hotmail, and AOL?
Why can't I install Visto Mobile on an external memory card?
Will I have to enter my mobile number and password every time I want to check my email?
How many email accounts can I set up?
How do I add more Internet email accounts?
What is my Email Address?
What is my Password?
What is my Login Name?
What is my Mail Server?

Device Preparation
What is Device Preparation?
Do I need to do Device Preparation?
Why is this necessary?
How do I prepare my device?
What will happen if I don't disable my old desktop conduits?
Is my data at risk?
What will happen if I choose the Merge option?
What if I don't want to reset my data?
How do I disable ActiveSync conduits?
How do I disable HotSync conduits?
How do I disable Nokia PC Suite conduits?
How do I disable Sony-Ericsson Sync Station conduits?

Using Visto Mobile
Where is my Email?
What can I do with the Visto Mobile application on my phone?
Can I use Visto Mobile to synchronize my calendar, contacts and tasks data?
Where is my calendar, contacts and tasks data stored?

Using Email
Does Visto Mobile support Gmail, Yahoo!, Hotmail, and AOL?
Where is my Email?
Can I send and receive attachments?
Do I need special software to view attachments?
When I reply-to or forward a message, is the original message text included?

Understanding Enterprise Edition
What Corporate Mail Servers are supported by VMEE?
How much time does it take to install the Visto Mobile Enterprise Server?
How many users can be supported with each instance of Visto Mobile Enterprise Server?
What security is present within the VMEE Solution?
Can I install the Visto Mobile Enterprise Server directly onto my Microsoft Exchange or Lotus Domino server?
What are the technical requirements for VMEE on Domino?
What Operating Systems must my Lotus Domino Server use in order to work with VMEE for Lotus Domino?
What are the technical requirements for VMEE on Exchange?
Is there any support of email accounts in Exchange servers on different network domains?
What ongoing administration and support is required for the Visto Mobile Enterprise Server?

Working with the Desktop Assistant
How do I set up the Desktop Assistant with Lotus Domino?
How do I set up a secondary connection as a back-up to my primary connection using the Desktop assistant?
How do I provide mobile email for myself and my coworkers using the Desktop Assistant?
How will I know the Desktop Assistant had connected to my email server?
Does my own instance of Desktop Assistant still need to be running when I delegate my connection to another person in order for me to still get my email?
Will my secondary connection be able to see my Email, Calendar, or Contacts?
What do I do if I need to uninstall and reinstall the Desktop Assistant?

Getting Set Up

How do I install Visto Mobile on my phone?
Follow the instructions for downloading the Visto Mobile application to your phone that you received from your mobile service provider. Some phones come with an icon that will install the software. In other cases, you will need to use your phone’s browser to go to a secure website to download the software.

How long does it take to install Visto Mobile on my phone?
Visto Mobile can be set-up on your mobile phone in a matter of minutes with a quick application download to your phone. Once the application is downloaded, you log in and begin syncing your data down to your phone. You can start sending email immediately.

How many users are supported with the Enterprise Edition?
1000 users for Exchange and 500 for Domino can be supported with a single instance of the Enterprise Edition server.

How much time does it take for a new message to get delivered to my phone and will I get notified when a new message arrives?
New messages are delivered to your phone almost immediately. Different phones enable you to set up a ring tones when a new message comes in or have the phone vibrate.

Does Visto Mobile support Gmail, Yahoo!, Hotmail, and AOL?
Visto Mobile supports AOL, POP-enabled Gmail, Yahoo! Mail Plus, Yahoo! Business Mail, MSN Hotmail Plus, and Microsoft Office Outlook Live. Visto Mobile also supports Internet email accounts from ISPs such as EarthLink and Comcast.

Why can't I install Visto Mobile on an external memory card?
Visto Mobile MUST be installed on the internal, permanent memory of your phone. The software performs continuous ongoing data synchronization that would not be possible if it were to arbitrarily appear and disappear, such as when removing and/or replacing memory cards.

Will I have to enter my mobile number and password every time I want to check my email?
No. Once Visto Mobile is connected, it will automatically stay connected whenever your phone is connected to your wireless data network. Exception: If you ever reset your Visto Mobile password, you will be prompted to enter the new password on your phone.

How many email accounts can I set up?
You can have up to five mailbox accounts simultaneously – one corporate and four Internet mailbox accounts.

How do I add more Internet email accounts?
Launch the Visto Mobile software on your phone. Select Settings > Mailboxes > Add. Enter your email address and password at the prompt. Normally this is all that will be required to completely configure your email account. Some accounts require that you enter your mail server and login name.

What is my Email Address?
Your email address is the address that you give to people to send you email messages, for example, It must contain two parts, separated by an "@" character in the middle.

What is my Password?
When adding an email account to Visto Mobile, the password requested is the password you use to check your email, for example when you log in to check it on a web browser, or on your PC in a desktop email client such as Outlook Express or Eudora. If you do not know your password, consult the information provided by your email service provider or Internet service provider. The password for your mailbox account is normally sent to you by your provider at the time that your account with that service provider is established.

Note: Your Visto Mobile password is the password you created when you signed up for the Visto Mobile service. This is NOT the password you need in order to successfully add an email account. You need your email account password.

What is my Login Name?
When adding an email account, your login name is most commonly the part of your email address before the "@" symbol, (but not always). If this does not work, consult the information provided by your email service provider or Internet service provider. The login name for your mailbox account is normally sent to you by your provider at the time that your account with that service provider is established.

What is my Mail Server?
When adding an email account to Visto Mobile, you may be prompted to enter your mail server. The mail server is an Internet address such as, for example. It is the address of the POP or IMAP server that your email service provider maintains. (It is NOT the SMTP server address, however). If you do not know the address of the mail server for this account, consult the information provided by your email service provider or Internet service provider. The mail server address for your mailbox account is normally sent to you by your provider at the time that your account with that service provider is established.

Device Preparation

What is Device Preparation?
Device preparation is a one-time procedure that Enterprise Edition and Personal Edition users must complete in order to ensure that their calendar, contacts and tasks data are synchronized accurately. When you install Visto Mobile and activate the software on your phone, the software determines if there is existing calendar, contacts and tasks data on your phone. If it finds existing data in these applications, it will prompt you to complete the procedure. Internet Edition users never need to complete this activity.

Do I need to do Device Preparation?
Device preparation is only required for Enterprise Edition and Personal Edition users, and only under some circumstances: You DO NOT have to do device preparation if you are not currently synchronizing your calendar, contacts or tasks data on your phone with Microsoft Outlook or Lotus Notes using the desktop conduits that came with your phone.

Why is this necessary?
Because data synchronized by different mechanisms, (such as a desktop sync conduit or Visto Mobile), is technically, different data. Synchronizing all of your data via just one mechanism will ensure the most consistent experience.

How do I prepare my device?
If you are an Enterprise Edition or Personal Edition user, follow these steps, only if you are already using another form of synchronization to keep your calendar, contacts and tasks data in sync with your phone. For example, if you use ActiveSync, Nokia PC Suite, HotSync, Sync Station, etc., via USB, Bluetooth, or IR.

2. Disable Conduits: Deactivate the incompatible desktop sync conduits on your PC. You must disable these conduits before switching to Visto Mobile. Instructions for disabling your desktop sync conduits are provided later in this FAQ.

3. Install Visto Mobile: After you install the software on your phone and run it for the first time, accept the prompt to reset the calendar, contacts and tasks data on your phone. IMPORTANT: This data will be immediately restored when Visto Mobile connects for the first time.

What will happen if I don't disable my old desktop conduits?
Synchronizing data between two sources, (such as your phone and your Exchange or Domino server) via two different mechanisms, (such as Visto Mobile and a desktop sync conduit), is NOT recommended. If you continue to synchronize using your desktop sync conduits after installing Visto Mobile, you may see duplicates of some items, or you may experience a degradation in the quality of your data, on either your phone and/or your PC.

Is my data at risk?
Not at all. If you follow the steps described, your data will be entirely preserved.

What will happen if I choose the Merge option?
All of the existing calendar, contacts and tasks data on your phone will be merged with the data on your corporate Exchange or Domino account. This is a good option if you have mainly used your phone for personal data, and have mainly used your corporate Exchange or Domino account for business data. But, if you have a contact record for the same person both on your phone and on your corporate contacts account, after the merge you will have two records of that person in both places. To resolve this, delete the least-favored of these records on either your phone or your PC, (Visto Mobile will automatically update the other source to remove the analogous record).

What if I don't want to reset my data?
The device preparation procedure provides two alternatives to resetting your calendar, contacts and tasks data:

Merge allows you to keep everything on your phone, and combine it with everything on your Exchange or Domino server. This a good option if you have data on the phone that is not similar to your corporate data, (such as your personal contacts, for example).

Backup allows you to defer using your Visto Mobile account until you have had a chance to back up the data on your phone.

How do I disable ActiveSync conduits?

2. Click on the ActiveSync icon in the system tray and select "Open Microsoft ActiveSync"

3. In the Microsoft ActiveSync window, Select Tools > Options...

4. In the Options window, on the Sync Options tab, un-check "Calendar", "Contacts and "Tasks" in the list of information types to synchronize

5. Click the OK button.

Your calendar, contacts and tasks ActiveSync conduits are now disabled.

How do I disable HotSync conduits?

2. Click on the HotSync Manager icon in the system tray and select "Custom...".

3. Select your calendar conduit, (e.g., "Date Book"), from the list of conduits.

4. Click the "Change..." button.

5. Choose "Do nothing" as the HotSync Action.

IMPORTANT: Choose "Set as default".

6. Click the OK button.

IMPORTANT: Repeat steps 3-7 above to disable your contacts and tasks conduits, (e.g., "Address Book").
Note that "Do Nothing" should now be listed as the Action for the Date Book, Address Book and To Do conduits. Click the "Done" button.
Your calendar, contacts and tasks HotSync conduits are now disabled.
Note: If you use third-party conduits such as Chapura or IntelliSync to synchronize your calendar, contacts and tasks data the instructions for disabling them may differ. Please refer to the software documentation that came with these conduits for further assistance.

How do I disable Nokia PC Suite conduits?

2. Launch the PC Suite for Nokia application on your PC and select the "Synchronize" tab.

3. Un-check "Calendar", "Contacts" and "Tasks" in the list of data types to synchronize.

4. Close the PC Suite for Nokia application.

Your calendar, contacts and tasks conduits are now disabled.

How do I disable Sony-Ericsson Sync Station conduits?

2. Click on the Sony Ericsson Phone Connection Monitor icon in the system tray and select "Sync Station Settings".

3. In the Sync Station Settings window, on the "Data types" tab, un-check the Synchronize box for "Calendar", "Contacts" and "Tasks" in the list of data types to synchronize.

4. Click the OK button.

Your calendar, contacts and tasks Sync Station conduits are now disabled.

Using Visto Mobile

Where is my Email?
Visto Mobile uses the native Messaging application on your phone. You can get to it by launching the Visto Mobile icon on your phone, then clicking on the status row for the mailbox account you set up. You can also just press the "email" button on the phone to go directly to Messaging.

What can I do with the Visto Mobile application on my phone?
The Visto Mobile application can be used to check the status of your connection to the service, to connect or disconnect the service temporarily, to set up a "connection schedule", (so you can take some time off from email!), to limit the number of messages kept on the device, (for memory management), and to check for and install software updates.

Can I use Visto Mobile to synchronize my calendar, contacts and tasks data?
Yes. Personal Edition and Enterprise Edition users automatically synchronize their Outlook or Notes calendar, contacts and tasks data, as well as their corporate email, and up to three additional Internet mailbox accounts. Internet Edition users cannot synchronize calendar, contacts or tasks data at this time.

Where is my calendar, contacts and tasks data stored?
Visto Mobile uses the Calendar, Contacts, and Tasks applications that came with your phone to organize your information. No new PIM applications are installed. Visto Mobile automatically synchronizes any changes you make on your phone via Exchange or Domino server at your company to your desktop computers.

Using Email

Can I send and receive attachments?
Yes. Visto Mobile supports both sending and receiving email attachments, and is fully integrated with the native email tools on your phone for working with your files. Visto Mobile retrieves email attachments to your phone only when you request them. This reduces the amount of data used by the service.

Do I need special software to view attachments?
Support for most popular file types is built right into your phone. Depending on which phone you have, viewing some file types might require installing special software. Check your phone manual for more information.

When I reply-to or forward a message, is the original message text included?
Yes. Visto Mobile uses "smart-forwarding" to reduce data traffic. Even if you don't choose to download the entire contents of the message or thread you are replying to or forwarding, your new text will be appended to the top of the message on the server before it is sent to the recipients.

Understanding Enterprise Edition

What Corporate Mail Servers are supported by VMEE?
Microsoft Exchange (5.5, 2000, 2003 up to SP2)

IBM Lotus Domino (5.0.11 through 6.0, 6.0.5 through 6.5, 6.5.1, 6.5.4 FP2, 6.5.5, 7.0, and 7.0.1.)

How much time does it take to install the Visto Mobile Enterprise Server?
As long as VMEE documentation is correctly followed, paying particular attention to security and network issues (firewall ports) you can install the server, provision users, and have emails on your mobile phone in under 30 minutes.

How many users can be supported with each instance of Visto Mobile Enterprise Server?
1000 users for Exchange and 500 for Domino can be supported with a single instance of the Visto Mobile Enterprise Server.

What security is present within the VMEE Solution?
Visto's security protocols and architecture ensure that the message is secured from the beginning of the transmission through receipt. Visto solutions are flexible and offer a number of security options, including Advanced Encryption Standard (AES), Secure Socket Layer (SSL), Wireless Transport Layer Security (WTLS), and IPSec to safeguard messages and content from unintended recipients and readers.

Visto has also added several security features to the phone. One such feature is ‘remote phone data wipe’ which allows the email and PIM data on the phone to be completely wiped clean in the event of a lost or stolen phone.

Can I install the Visto Mobile Enterprise Server directly onto my Microsoft Exchange or Lotus Domino server?

The Visto Mobile Enterprise Server must be installed on a stand-alone machine. Installation on the Microsoft Exchange or Lotus Domino server is an unsupported configuration.

What are the technical requirements for VMEE on Domino?
Software:

IBM Lotus Domino server versions 5.0.11 through 6.0, 6.0.5 through 6.5, 6.5.1, 6.5.4 FP2, 6.5.5, 7.0, and 7.0.1. Domino Version 6.5.3 is not supported. (IBM recommends upgrading Domino version 6.5.3 to 6.5.4 and Domino version 6.0 to 6.0.5. Versions later than 7.0.1 are not supported.)

Ensure the server operating system is one of the following:

Microsoft Windows® 2000 Server or Advanced Server edition, with High Encryption Pack and Service Pack 4, or Microsoft Windows Server™ 2003

Hardware:

1 GB of memory or greater
One Intel Pentium IV 1.5 GHz processor or greater
2 GB disk space or greater
100 Megabit network connection

What Operating Systems must my Lotus Domino Server use in order to work with VMEE for Lotus Domino?
The Domino Server that will be used with the Visto Mobile Enterprise Server, can be any type of supported Domino server installation below:

Windows Server (2000 and 2003)
LINUX (Redhat and Suse)
AIX (IBM pSeries)

What are the technical requirements for VMEE on Exchange?

Software:
Ensure the server operating system is one of the following:

Microsoft Windows® 2000 Server or Advanced Server edition, with High Encryption Pack and Service Pack 4, or Microsoft Windows Server™
Microsoft Exchange 5.5 Service Pack 4, Exchange 2000 Service Pack 3, Exchange 2003 Service Pack 1, Exchange 2003 Service Pack 2

VMEE supports and requires these versions of Microsoft Outlook:

Microsoft Outlook 2000 Service Pack 2
Microsoft Outlook 2003 Service Pack 2
Exchange System Manager

Hardware:

1 GB of memory or greater
One Intel Pentium IV 1.5 GHz processor or greater
2 GB disk space or greater
100 Megabit network connection

Is there any support of email accounts in Exchange servers on different network domains?

Yes, as long as necessary permissions and network trusts are in place.

What ongoing administration and support is required for the Visto Mobile Enterprise Server?
Other than adding or removing users, there is no ongoing administration required on the Visto Mobile Enterprise Server. Specifics of the user accounts (such as mobile phone number) have been designed for self-administration by the end users. There may be some wireless phone troubleshooting required, but your Wireless Operator Support and documentation will assist you in resolving such issues.

Working with the Desktop Assistant

How do I set up the Desktop Assistant with Lotus Domino?
Installing the Desktop Assistant follows the same basic steps regardless of whether you use it with Lotus Domino or Microsoft Exchange, but sometimes Domino users find that the Desktop Assistant has trouble connecting with the email server. If this happens, contact your Domino administrator or consult the Desktop Assistant User Guide for step-by-step instructions for setting up for Notes account to communicate with the Desktop Assistant.

How do I set up a secondary connection as a back-up to my primary connection using the Desktop assistant?

2. Click To: and select the person who is going to be your secondary connection, and click OK.

3. Enter your Password and click OK.

Your secondary connection will be sent an invitation email with a link to download the Desktop Assistant and a file attachment to automatically add your profile to his or her connection list. Once your secondary connection has completed adding your account to his or her Desktop Assistant, you will be able to close out your Desktop Assistant and shut down your computer. You will continue to receive your email through the secondary connection.

How do I provide mobile email for myself and my coworkers using the Desktop Assistant?
You can set up an always-on connection for yourself and up to 4 coworkers on the same computer using a single instance of the Desktop Assistant. This enables you to provide mobile email for up to 5 people from one computer.

2. Have each person follow the instructions for assigning their secondary connection to the computer you set up for that purpose.

3. Now you can install the Desktop Assistant on the new computer and open all the secondary connection emails received from your coworkers.

Once you have everyone’s secondary connection up and running on the same computer, all your coworkers can shut down their primary Desktop Assistant connections and still receive mobile email through this new connection.

How will I know the Desktop Assistant had connected to my email server?
When the Desktop Assistant has been successfully installed and activated, it will connect to your email server and a green light will appear in the lower left corner of the Desktop Assistant dialog box with the message “Connected to the server.”

Does my own instance of Desktop Assistant still need to be running when I delegate my connection to another person in order for me to still get my email?
No. Once you have invited someone to be your secondary connection and they have followed the email instructions they will be running the Desktop Assistant for you. You can turn off your Desktop Assistant and still get your mobile email.

Will my secondary connection be able to see my Email, Calendar, or Contacts?
No. Your credentials are encrypted and never shared with the delegate. They will have no access to any of your data.

What do I do if I need to uninstall and reinstall the Desktop Assistant?
We recommend that you ALWAYS re-run the Desktop Assistant Installer and select the “Uninstall” option to uninstall the Desktop Assistant. Do NOT uninstall the Desktop Assistant with Add/Remove Programs option in the Windows Control Panel. Once you have uninstalled the Desktop Assistant, you can then reinstall it by following the installation instructions again from the beginning.