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Soft Reset / Troubleshooting

Soft Reset

If your handheld freezes and is not responding to your touch and you have already digitized,
you may need to do a Soft Reset.

• Unscrew the end of your stylus or use a straightened paper clip.
• Insert the pin end into the back of the handheld in the small pinhole on the back panel.
• Reset the time and date, if needed.
• If the handheld does not respond, call 800-823-1969 option 3 for a Customer Support
  Representative, Monday-Friday from 7am to 7 pm EST. You may need to do a hard reset.

Note: for an E handheld, do 1st and 2nd bullet, for an E2 you may just use the tapping end of your stylus.

Troubleshooting

Frustrating Issues, Not so Frustrating Solutions

I cannot log onto the website, but I could yesterday.

1. Check the password and user name.
2. Make sure the Caps Lock is not on
3. Send the email the log on page prompts you to do.
4. Contact the person with the administrative access to issue you a new password.
5. Help Desk- 1-800-823-1969

I created my class and group but it is not showing up on my handheld and I have synced 12 times!

1. On the Create a class page on the website- check to see if the boxes are checked beside the class you want to go onto the handheld.
2. Check to ensure the user name and password is the same on the handheld as it is on the website.
3. Make sure the cradle is plugged into the computer.
4. Check to see if the computer is connected to the Internet.
5. Make sure the computer is on.
6. Help Desk- 1-800-823-1969

I sync and the assessment is not on the website.

1. Make sure the computer is connected to the Internet, and the computer is on.
2. Make sure you have WGSync on the handheld.
3. Check the user name and passwords - do they match what you used to log on to the website?
4. Click on the hotsync button in the toolbar (Windows™) - click on CUSTOM. Check for the mCLASS® conduit in the list and set to synchronize.
5. Help Desk 1-800-823-1969

I changed my password on the website and now my handheld is not syncing.

1. Check to see if it is changed in the WGSync on the handheld. - Re-enter the password and user names.
2. Help Desk 1-800-823-1969

The handheld will not sync.

1. Make sure you have the Desktop software installed.
   a. Look in the bottom, right-hand corner of the screen (next to the clock) for the hotsync
   icon (red and blue circle). If it is not there, you will need to install the software.
   b. If it is there, move on to step 2.
2. Make sure the cable/cradle is connected firmly at both ends.
3. Try a different USB port.
4. Try a different cable/cradle.
5. Try a different computer that has the Desktop software installed.

I receive the following error: WGSync is not configured.

1. The username and password are not entered on the handheld. Enter it and try to sync again.
2. Try the username and password on the https://www.mclasscircle.com website. If it does not
   work there, call for help.

I receive the following error: mCLASS®:CDM or mCLASS®:CAM error: wrong username and password.

1. Check that the username and password on the handheld are correct. Look for simple errors like
   an “l” instead of an “i”.
2. Try the username and password on the https://www.mclasscircle.com website. If it does not
   work there, call for help.

I receive the following error: Conduit error.

1. Reenter the username and password on the handheld and try again.
2. Open an Internet browser, go to https://www.mclasscircle.com and try to log in using that username and password.
3. If it does not work, call for help.

I receive the following error: Unable to connect to proxy server OR Proxy Authorization Required.

1. These errors are usually caused by the location’s own network settings.
2. Try a different machine.
3. Call for help.

A "Fatal Error" appears on the handheld.

1. For toll-free phone support, please call (800) 823-1969 option 3. Customer Support
   Representatives are available Monday - Friday from 7am to 7pm EST. Please try and have your
   handheld and sync station available.

don't get an error, but the hotsync operation seems to get stuck and will not finish syncing.

1. Stop the Hotsync process and restart it by following the steps below.
   a. Press Ctrl-Alt-Del and bring up the task manager.
   b. In the Applications tab, highlight “Hotsync Progress”.
   c. Click “End Task” to end the Hotsync operation.
   d. Wait for the Hotsync Progress dialog box to disappear.
   e. Click on Start/Programs/Handheld Desktop/Hotsync manager.
   f. Wait for the Hotsync icon (red and blue circle) to appear in the bottom, right-hand corner
   of the screen. If you have two, move the cursor over both of them. One may disappear.
   This is ok as long as you have at least one present.
2. Make sure the network option is not checked.
   a. Click once on the Hotsync icon.
   b. If the network option is there, make sure it is not checked.
   c. If it is, simply click on it to uncheck it.
   d. If it is not, move on to the next step.
3. Hotsync again.
4. If it still gets stuck, call for help.

The handheld appears to sync successfully with no errors, but the mCLASS® software (CIRCLE)
and/or the student data does not appear on the handheld.

1. Sync at least two more times.
2. Make sure the mCLASS® conduit is installed on the computer.
   a. Look in the bottom, right-hand corner of the screen (next to the clock) for the hotsync
   icon (red and blue circle). Click once on that icon.
   b. Click on “Custom” A dialog box appears.
   c.Scroll through the list of conduits and look for mCLASS® Conduit. If it is not listed, you
   will need to install it from the Wireless Generation CD.
3. Make sure you have a working Internet connection and can reach the mCLASS® website.
   a. Open an Internet browser.
   b. Go to any website (such as www.google.com) to check if the Internet connection is
   working properly.
   c. Go to https://www.mclasscircle.com. If you cannot reach this site, try another computer.
   d. Log into the site with the username and password you are using on the handheld. If you
   cannot login, use a different username and password for the handheld.
4. Make sure WGSync is installed on the handheld. If the WGSync icon does not appear on the
   handheld, and the mCLASS® software is installed on the computer, click on
   Start/Programs/Wireless Generation and look for “Set up a handheld”. Follow the instructions
   for installing WGSync onto the handheld.

When looking at the reports on the website, the screen has extra large fonts or looks strange in
other ways.

1. Refresh the page.
2. Try a different Internet browser (if available).
3. Check the version of the browser you are using. If it is not a newer version, it may not be able
   to display the pages correctly.
   a. In Internet Explorer, click on Help/About Internet Explorer.
   b. If the version number is less than 6.0, the browser may need to be updated.
4. Try a different computer with a newer version of the Internet browser.

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