Welcome to the BuddyGuard Troubleshooting reference. This page contains tips, suggestions and the latest known information on BuddyGuard issues.

• Flashlight not supported on OS 5/6
• If you had previously installed BuddyGuard on a device running OS 5 or 6, then the upgrade from MobiHand may refer you to the OS 4.7 build rather than the new build for OS 5 and higher. To correct this issue, uninstall your current version and reinstall OTA using this link:

  http://m.terramobility.com/buddyguard/

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• Not receiving email replies
• In many cases this is caused by the replies being flagged as spam, so that they are redirected to a spam folder. To verify if this is the cause of the problem, check the spam folder for the email account that you're sending the commands FROM.
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• Application is not working after install
• This is usually due to a memory or application permissions problem. To correct memory issues, pull your battery while the device is on, wait one full minute, and then reinsert your battery. For details on how to fix permission related issues, see the Application Permissions are incorrect item.
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• Switched to a new device
• When you change to a different device you need to have a new license key generated.

  For purchases on App World the license key creation should happen automatically. Log into your My World account, install the app from there and the key should be generated for you by App World. If you have already installed the app without being logged into your My World account, you must first uninstall it, reboot and then reinstall after logging in. For more detailed information on that process, click here.

  If App World fails to display a new license key, try updating its cache by selecting the Refresh List menu item while logged into your My World account. You can also try logging into your My World account using your PC, which isn't affected by caching issue on the device. To do that, visit the App World web store from your PC and click on the Sign In link near the top of the page.

  For purchases made on MobiHand the key gets generated through your My Account. To do this, log into your My Account on MobiHand and change the device PIN associated with your account. This will automatically regenerate the key and save it to your My Account. Click here for the My Account login page.

  After completing the above, activate the app on your BlackBerry by simply opening the app, selecting "Get BuddyGuard Pro", and clicking on the "Activate" button. BuddyGuard will then automatically retrieve your license key from the servers and pre-fill the value.

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• The Help and Locate commands are not working when sent by email
• This is typically caused by the email replies being flagged as spam. See the Not receiving email replies item above.
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• Commands not working when sent by email
• BuddyGuard will monitor emails that are received by the Messages application. When you're sending commands by email, be sure to send them to an email account that you can access using the Message application. If you access that email account using some other client, such as the Gmail client, try sending them to a different account. Alternatively, adding the email account to your BIS accounts will resolve the issue (on your BlackBerry, see Setup > Personal Email Set Up).
• Another possible cause of commands not working is that the email account you're sending them to is flagging the messages as spam. To check whether this is the problem, check the spam filter of the email account you're sending the commands TO. You can also try sending the commands to a different email address if you receive multiple email accounts on your BlackBerry.
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• Receiving a "password is incorrect" reply
• If you are receiving a "password is incorrect" reply from BuddyGuard when sending commands, your actual password may be different than expected. This can occur because the password field in BuddyGuard is "masked", which makes the field secure but also makes it difficult to verify the value you've entered. To verify that the password saved by the application is what you expect, launch the application and click on the "Recover Password" button. This will email your password to your Contact Email address. You can then use that to verify whether the saved password is the same as the password you've entered in the command messages. You can also send the bg-sendpwd command to have your password emailed to your Contact Email address. Note that unlike the other BuddyGuard commands, the bg-sendpwd command does not require a password to be appended.
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• Application Permissions are incorrect
• To set the permissions, from the Home screen open Settings > Options > Advanced Options > Applications. Scroll down the list, highlight BuddyGuard and then select "Edit Permissions" from the menu. In the Permissions screen, verify that all of the values are set to Allow. After completing that, select Save from the menu, close the screen and exit out of the Options app. (Note: in OS 5, the Permissions can be found in Options > Applications > Third Party).
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• Check for Updates incorrectly states that the app is current
• If you had installed the application from App World, in some cases the test performed by Check for Updates will always state that your version is current, even when an update is available. To work around this issue, open BlackBerry App World, click on the My World icon and check whether a BuddyGuard update is available. This issue can also prevents the application icon from turning yellow when updates are available.
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• After a reboot, BuddyGuard locks my BlackBerry even though it's not "lost"
• When your BlackBerry's SIM Card Security is enabled, after a reboot the OS will incorrectly inform BuddyGuard that your SIM card is missing. If you also have BuddyGuard's Auto Lock feature enabled, the app will lock your BlackBerry, believing that someone has removed your SIM card to prevent you from accessing it remotely. To fix this conflict, you should either disable the system's SIM Card Security setting or BuddyGuard's Auto Lock. Since these features essentially provide the same benefit, disabling either one won't reduce your BlackBerry's protection.
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