FAQ

Important Information when submitting a query to Consilient Push Support

Before submitting a question, please read through the FAQs found below. You may find your question is already answered.

When submitting a query to Push support please include the following information:

Name of Carrier
Device name & model
Device Operating System (if known)
Country you are currently residing
Detailed Description of your issue (include error messages when present). Is this a one-time occurrence or something that has been happening regularly? If it is an ongoing problem, what were you doing when it first occurred? For example: Did you have more than one application opened, did it occur during bad signal coverage etc.
Time of Error
Your email address
Your mail server address (if known)
The user name of the account you have registered

General: How do I sign up?; Why do I need to give you my mobile phone number?; What is "push" email?; How much does it cost?; Why is it taking so long to sync my emails on my phone?; Are there any additional costs?; How do I get a data plan?; Can I view attachments?; Can I use my existing email account?; How many email accounts can I set up?; When I travel, do I get charged for roaming?; What happens if I go out-of-coverage?; Is this a secure email service?; How do I create a signature?; Do I have to click on the Consilient Push application icon each time to check mail?; I received an �Operation Failed� error message when attempting to download and install the Consilient Push application. What can I do to resolve this issue?; How can I verify if I am using the correct username and password?; My device is not on the supported devices list, but I would still like to use Consilient Push on my device, is there anything I can do?; I downloaded the Consilient Push application on Friday, but my email from earlier in the week did not show up in my Inbox, why does this happen?; What are the differences between Free VS Paid Consilient Push accounts?; What happens if I receive an �Invalid certificate� error when downloading the Consilient push application?; After registering several accounts for my BlackBerry I am only able to see one account, how can I see my other accounts?; Is it possible to use Consilient Push if my email account does not support either the POP3 or IMAP4 email protocols?; I am unable to register my gmail account to receive Push email, is there a workaround solution for this problem?; What are the maximum download limits (kb) available on the push email client?

Windows Mobile - Consilient Push 1.3.1: I've installed Consilient Push on my Smartphone 2003 device but there is no Push account available. Did the installation fail?; Can I add more than one account for Consilient Push?; What attachment types can be viewed by Consilient Push?; Inline attachments are not showing up in my message body, why?; Is there a way to download a single attachment for a message instead of downloading all attachments for that message?; My phone already offers POP and IMAP access, why should I use Consilient Push?; Why don't I see a "Consilient Push" icon on my start menu?; Why is that when I go into account settings in Outlook and change the message download options (eg. Only download for the last 3 days, only download headers), it seems to have no effect.; When I install on my PocketPC device a security warning displays indicating that the application in from an unknown publisher. What should I do?; Why do some messages seem to be cut short and the entire message not displayed?; Why do I need to tell Consilient Push to download the attachments I want to view? Can I have all attachments downloaded by default?; Sometimes when I use active sync to synchronize my Windows Mobile device to my desktop computer it forces the Consilient push application to shut down, how can I prevent this?; When attempting to install Consilient Push on my Windows Mobile phone, I receive a �terminate process failed� error followed by a �tmail shutdown� error. How can I avoid this and successfully install the application?

Windows Mobile - Consilient Push 2.0.0: Sometimes my phone automatically turns off and prevents me from receiving immediate push email, how can I change this setting?

User Management - Web Console: I accidentally deleted the SMS message that had the link to download Consilient Push, is there a way to resend it?; After 3 days, my email account �loses� my email, how can I change this setting?; Can I login to my user account web console (http://www.consilient.com/login) with an account that is not my primary account?; How do I edit my primary account?; How can I delete my account?; What password do I use to login to �My Account� at this location www.consilient.com/login?

General

How do I sign up?

1. Fill out the short form at www.consilient.com. It won't take long.

2. You will get an SMS on your mobile phone.

3. Click on the link in the SMS and complete the simple setup.

Why do I need to give you my mobile phone number?

We need your number so we can send you the SMS you need to set-up Consilient Push on your phone.

What is "push" email?

Push email is mobile email that is instantly delivered to your mobile phone giving you real-time access to your email when you're on the move. "Non-push" email solutions only poll your mailbox at intervals looking for new mail and then send it to your phone. Using a true push email solution, your mobile phone will always mirror your desktop mailbox.

How much does it cost?

Nothing, Consilient Push is a free service.

Why is it taking so long to sync my emails on my phone?

The more emails you have, the longer it takes to sync them with your phone.

Are there any additional costs?

The only additional costs are for a data plan from your network operator. You need a data plan to use Consilient Push on your mobile phone.

How do I get a data plan?

Contact your network operator and select one of their wireless data packages that best suits your needs.

Can I view attachments?

Yes, you can receive, forward, save, and view photos and other attachments with Consilient Push.

Can I use my existing email account?

Yes, Consilient Push supports all popular email platforms. Gmail, Hotmail, Yahoo!, any POP3 or IMAP4 account.

How many email accounts can I set up?

You can have up to 5 of your favorite email accounts pushed to your mobile phone.

When I travel, do I get charged for roaming?

Contact your network operator to find out about roaming fees.

What happens if I go out-of-coverage?

If connection is lost, Consilient Push will immediately bring all new emails to your mobile phone once a connection is restored, including anything that was received during downtime.

Is this a secure email service?

Yes, all data transmitted is encrypted via 128-bit industry standard SSL protocol. User information including your password is not stored on the Consilient Push server.

How do I create a signature?

Signatures are setup in the User Management web console. Login to the website: http://www.consilient.com/login - and add a signature under 'Email Signatures'. Note: Different signatures can be associated with different email accounts.

Do I have to click on the Consilient Push application icon each time to check mail?

Depending on your device you can set the application to go into the background - so that it still receives mail and gives notifications if configured (vibrations or ring tone sounds). This depends on your phone. For Nokia and Sony Ericsson devices you can just press the menu button.

I received an �Operation Failed� error message when attempting to download and install the Consilient Push application. What can I do to resolve this issue?

1. Ensure your device is on the list of supported devices.
2. Check to make sure the correct Date is set on your device.
3. Ensure you have proper reception and coverage when downloading the Consilient Push application. If not then move to an area with sufficient coverage.
4. Ensure your APN data settings are correct, if you do not know these verify them with your carrier.

How can I verify if I am using the correct username and password?

Telnet into your mail server to test your username & password; to do so complete the instructions below:

1. Open a command prompt window. (Click Start -> click Run -> type cmd or command (depends on the version of Windows being used).
2. Once the command prompt opens type:
telnet [server address] [port number] and press �Enter�.
3. You should then be logged into your mail server. From here, type:
1 login USER PASS
4. If authentication fails you should know immediately.

Note: There is a space after USER and PASS.

My device is not on the supported devices list, but I would still like to use Consilient Push on my device, is there anything I can do?

It is possible that a device which is not supported may in fact work with the Consilient Push application. During the installation process when selecting a device from the device selection box, choose a device that is similar to your device. See the guidelines for selecting a phone here: http://www.consilient.com/help/phones/ Or contact pushsupport@consilient.com if you need assistance in selecting a similar device.

I downloaded the Consilient Push application on Friday, but my email from earlier in the week did not show up in my Inbox, why does this happen?

Only new mail received since first installing Consilient Push will be synchronized with your device, so you will not see older mail on your device.

What are the differences between Free VS Paid Consilient Push accounts?

For all accounts the user has the ability to create a customized Signature that is automatically embedded in outgoing email. For the Free account an additional signature is embedded automatically and cannot be changed.
Paid accounts will not have Advertising displayed within the Push application.

What happens if I receive an �Invalid certificate� error when downloading the Consilient push application?

If you receive an �Invalid certificate� error, complete the following steps:

1. Ensure that the date is correct on the phone while attempting to download the Consilient Push client.
2. Ensure that the required certificates are installed on the phone.

You can check to see if the certificate is installed on your phone by doing the following:

1. Go to the �Settings� menu
2. Go to the �Connectivity� tab/menu
3. Click �Internet settings�
4. Click �Security�
5. Click �Java certificate�
6. View any certificates listed here

After registering several accounts for my BlackBerry I am only able to see one account, how can I see my other accounts?

Unfortunately, multiple accounts are not supported for the BlackBerry, Nokia Series 80 communicators and Windows Mobile devices. However, stay up to date and learn about our latest Consilient Push application releases at www.consilient.com. and also through the forum:http://forum.consilient.com/

Is it possible to use Consilient Push if my email account does not support either the POP3 or IMAP4 email protocols?

Unfortunately, if your corporate email account does not allow IMAP4 or POP3 access, the Push service cannot connect to it. However, if your corporate network administrator allows email forwarding, then it would be possible to send your corporate mail to a POP3 or IMAP4 email account (gmail, hotmail or yahoo) and that account could be used with Consilient Push.

I am unable to register my gmail account to receive Push email, is there a workaround solution for this problem?

To enable pop3 on your gmail account complete the instructions below:

1. Login to your Gmail account.
2. Click 'Settings'.
3. Choose the 'Forwarding and POP' tab.
4. Under the �Pop Download� section:
a. Click the 'Enable Pop for all mail' button.
b. Choose to 'keep Gmail's copy in the Inbox' from the displayed dropdown box. This is the default selection.

Note: A copy of your messages will be stored in your Gmail inbox when this option is selected.

5. Click the 'Save Changes' button. A message will display informing you that your preferences have been saved.
6. Ensure that 'Status' now reads: POP is enabled for all mail that has arrived since the time the account was created.

What are the maximum download limits (kb) available on the push email client?

Maximum Message Body Size: 10K

Attachments received by the client:

Maximum size for a Text Attachment Saving to Disk: Unlimited
Maximum size for a Text Attachment Viewed within the Push email client: 10K
Maximum size for a File Attachment: Unlimited

Attachments sent from the Push email client:

Maximum attachment size: Unlimited

Windows Mobile - Consilient Push 1.3.2

I've installed Consilient Push on my Smartphone 2003 device but there is no Push account available. Did the installation fail?

Smartphone 2003 devices require a separate utility to provision the Push account in Outlook (on all other platforms the CAB installer performs this step automatically). After the CAB is installed, a Push Setup application is available in the Start Menu. When run it will provision the account in Outlook, prompting for credentials if an SMS message with the credential information is not found. When this utility is completed, a Push account should be available within Outlook.

Can I add more than one account for Consilient Push?

At this time Consilient Push can only be set up to sync mail for a single account. The ability to sync multiple accounts is being considered for a future release.

What attachment types can be viewed by Consilient Push?

Users can open any attachment as long as their device has an application installed that can view that attachment type.

Inline attachments are not showing up in my message body, why?

In order to transfer as little data as possible and save data charges from your carrier, Consilient Push treats all attachments (inline and otherwise) the same and the attachment is only downloaded if the user chooses to retrieve it.

Is there a way to download a single attachment for a message instead of downloading all attachments for that message?

This functionality is not available at this time, but is being considered for a future release.

My phone already offers POP and IMAP access, why should I use Consilient Push?

POP and IMAP continuously poll the server to check for the existence of new email. Consilient Push differs in that new email is "pushed" to the device and very little overhead is used to keep the connection alive to the server between emails. This results in lower amounts of data being used and then in turn lower data charges to the user from their carrier. Consilient Push is a much more cost effective way of retrieving your email.

Why don't I see a "Consilient Push" icon on my start menu?

Since Consilient Push uses Windows Mobile's native Outlook interface we have not provided a "Consilient Push" icon at this time. Simply launch Outlook from your mobile device and select the "Push" account

Why is that when I go into account settings in Outlook and change the message download options (eg. Only download for the last 3 days, only download headers), it seems to have no effect.

At this time these settings are not supported by Consilient Push. By default the message header plus 2 kB of data is downloaded for each message. If you wish to change how many days worth of messages to have displayed on your device at a time then please contact Consilient support to have your account updated.

When I install on my PocketPC device a security warning displays indicating that the application in from an unknown publisher. What should I do?

Simply select "yes" to allow the application to install and you will not see this warning again. This does not happen on SmartPhone devices

Why do some messages seem to be cut short and the entire message not displayed?

In order to keep data charges to you as low as possible, Consilient Push only downloads the message headers plus 2 kB of the message body for each email. In order to view more of your message, from the message's menu select "Download Message" and the next 1 kB of the message body will be download. This can be repeated as many times as desired or until the entire message has been downloaded.

Why do I need to tell Consilient Push to download the attachments I want to view? Can I have all attachments downloaded by default?

In order to prevent excessive data charges from your carrier, Consilient Push only downloads attachments requested by the user. This cannot not be changed at this time.

Sometimes when I use active sync to synchronize my Windows Mobile device to my desktop computer it forces the Consilient Push application to shut down, how can I prevent this?

Unfortunately, this is a known issue for the Windows Mobile Transport client. The workaround is to restart the application. However, look for a new standalone Windows Mobile Push application in the coming weeks which will rectify this problem.

When attempting to install Consilient Push on my Windows Mobile phone I receive a �terminate process failed� error followed by a �tmail shutdown� error. How can I avoid this and successfully install Consilient Push?

This error occurs because there was a problem shutting down outlook prior to the installation of Consilient Push. The workaround solution is to reboot your phone (while disconnected from your desktop) and try to install again immediately after the reboot. This will ensure that outlook is not running on your device.

Windows Mobile - Consilient Push 2.0.0

Sometimes my phone automatically turns off and prevents me from receiving immediate push email, how can I change this setting?

Under Start->Settings->System Tab->Power->Advanced Tab, un-check the setting to turn the power off if the phone hasn't been used for a specified time. If your phone is in power saving mode, it can prevent Push from accessing your data connection in order to communicate with Consilient�s servers.

Note: The location of this setting may vary on some phones.

User Management - Web Console

I accidentally deleted the SMS message that had the link to download Consilient Push, is there a way to resend it?

Yes, simply log in to your User Management account, the user management account link can be found on the consilient home page in the upper right hand corner. Once you are logged in, under the �Your Mobile Devices� section, click �Edit� for your required device. Click the button that says �Send SMS with this link to my phone� to resend the SMS.

After 3 days, my email account �loses� my email, how can I change this setting?

1. Login to the User Account web console: http://www.consilient.com/login
2. Click on the required device listed under �Your Mobile Devices�.
3. Change the �View Filter� under the �Edit Mobile Device Settings� section.
4. The default number of days to retain email is 3 and the maximum number of days is 14.

Can I login to my user account web console (http://www.consilient.com/login) with an account that is not my primary account?

Yes. Any account that has been successfully registered during the self registration process can be used to login into the user account management web console.

How do I edit my primary account?

Login to the User Management web console: http://www.consilient.com/login The account assignments are on a per-device basis, so you need to edit the particular device by clicking on the required device under the �Your Mobile Devices� section. At the bottom there is a table called �Device Accounts & Ordering�. This allows you to move accounts up/down in priority level. The topmost account acts as the primary account. Important Note: Changing the Primary account requires software reinstallation.

How can I delete my account?

Login to the User Management web console: http://www.consilient.com/login. Select a device you wish to edit by clicking on the required device under the �Your Mobile Devices� section. View the account(s) you wish to delete under the �Device Accounts & Ordering� table, click the blue delete button next to the account you wish to remove. Note: If you only have one account remaining in the list, by default this is your primary account and it cannot be removed until a 2nd account is present. To remove it, add another account, change its status to primary account and remove the old account.

What password do I use to login to �My Account� at this location www.consilient.com/login?

The password that you should use is the password that is associated with your email account that you registered with.