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Ascendo Photos - Frequently Asked Questions (FAQ)

Click on the links below for answers to the following questions.
Can I try Ascendo Photos before buying it?
Where can I download Ascendo Photos?
When I try to install the application using the Blackberry Desktop Manager I get the following message, "No additional applications designed for your device were found."
When I try to install the application using  Blackberry Desktop Manager I get the following message, "No Applications were found for your device."  
When I try to install the application using the BlackBerry Desktop Manager, I get the following message  "There is an XML syntax error on line 1".
When I try to install the application on my Blackberry, I get the following error message...
"
A fatal error has occurred while updating your handheld's software. Please try again.
Unspecified error encountered [J:0x0000000A]"
I downloaded and installed Ascendo Photos with free trial period but when I started the application I was prompted to enter a registration key. How can I try Photos without the registration key?
When I send pictures to my BlackBerry Micro SD card from Asendo Photos Desktop, the following error message is displayed, "File System Error". What should I do?
When I try to transfer a photo to my BlackBerry I keep getting a message saying "Please start Ascendo Photos on your handheld, connect USB cable and then press Connect button again."  I have started the application on my BlackBerry but I still get the message. What should I do?
How can I use pictures taken with my BlackBerry Pearl with Ascendo Photos?
When I try to purchase software, I am being asked for my PIN number. How can I find that?
How can I retrieve my registration key or obtain a replacement key if I change devices?
When I purchased the software, I entered the wrong PIN number and the registration key I received does not work.
I purchased Ascendo Photos Version 3 and entered the registration key but it got a "Wrong Code" message.
My trial period expired before I was able to spend sufficient time testing. Is it possible to have the trial extended?
I got a new phone. Can I use the software I bought on the new phone?
If I install Version 2 of Ascendo Photos will I need to reload the images that I currently have loaded to Version 1? 
Once I have created Galleries and loaded images into Ascendo Photos, how can I backup and restore if there is a problem?
I have downloaded and installed Version 3 of Ascendo Photos and entered my registration key from Version 2 but it doesn't work. What do I have to do?<
How much does it cost to upgrade?
How do I upgrade?
I need to reinstall my software and I didn't keep a copy and/or I can't remember the registration key, what should I do?
I brought Ascendo Photos Version 1 and when I try to enter the the registration code it says wrong code.
I've downloaded Ascendo Photos to my blackberry and all I'm getting is an error dialogue saying:"USB_Error! java.io.IOException: Permission denied"
When I send an image by email from Ascendo Photos there is no image attached when I try to open it.
Ascendo Photos Desktop won't open. I get this message: "The dynamic link library gdiplus.dll could not be found."
In some cases I cannot install a new version without deleting the older one from my device. How do I uninstall an application from my BlackBerry?
I noticed that some features require the latest version of the BlackBerry OS. How can I determine which version of the BlackBerry OS is currently installed on my BlackBerry?
When I try to connect Ascendo Photos desktop Version 3 to my Blackberry  I get "the parameter is incorrect" error.
Where can I get the latest version of the BlackBerry OS for my device?
I've downloaded the software and followed the installation instructions, but when I try to add the software to my Blackberry I get the following error:
"The following modules could not be loaded because their digital signatures were invalid Photos.cod"
How can I get alerted when a new version is available?

Question: Can I try Ascendo Photos before buying it?
Answer: Yes, Ascendo Photos comes with a free 7-day trial period after which you will be prompted to enter a registration key to continue using the product. You must purchase the product to receive the registration key.

Question: Where can I download Ascendo Photos?
Answer: To install Ascendo from your desktop, using the BlackBerry Desktop Manager, start by downloading a Zip file containing Ascendo Photos for BlackBerry, Ascendo Photos Desktop and User Guide using the following link.
  • Version 3.27, click here.
  • Version 2.61, click here.

Then extract the contents using Winzip, available for free from sites such as Download.com, and follow the instructions in the User Guide.

To install Ascendo Photos for BlackBerry over-the-air (OTA), follow these steps: 
  • Start the Browser on your BlackBerry.
  • Click on the Track Wheel or Track Ball to display the screen menu.
  • Select "Go To..." from the menu.
  • For Version 3.27, type http://tinyurl.com/daw2vb
  • For Version 2.61, type http://tinyurl.com/5edkv3 
  • Click on the Return Key.
  • Follow the prompts to download, install and run "Ascendo Photos Loader". This utility will detect the version of the BlackBerry OS installed on your handset and load the best version of Ascendo Photos.

To edit photos and transfer them to your BlackBerry, you will need to download the Ascendo Photos Desktop and install it on your PC, see above.


Question: When I try to install the application using the Blackberry Desktop Manager I get the following message, "No additional applications designed for your device were found."
Answer: This message is displayed when the BlackBerry Desktop Manager is not able to communicate correctly with your device. See below for several possible solutions.
  • Verify that your .alx and .cod files are in the same directory and that you are selecting the .alx file when trying to install an application.
  • Upgrade your BlackBerry Desktop Manager. Click here for latest downloadable version.
  • Upgrade the device software on your BlackBerry. Click here for latest downloadable version.

An article with more detailed descriptions can be found on AllBlackBerry.com, click here for the complete article.

If these suggestions to not resolve the issue, please try downloading and installing the application directly to your handset (OTA), as describe above.


Question: When I try to install the application using  Blackberry Desktop Manager I get the following message, "No Applications were found for your device."  

Answer: This is a common issue with some versions of the BlackBerry Desktop Manager. There are a few possible solutions:

1
. Download and install the latest version of the BlackBerry Desktop Manager and try to install the application again.

2. Download and install the application directly to your BlackBerry (OTA), as describe above.

3. If you already have a trial version or previous version installed on your BlackBerry, uninstall the application and delete it from the application list. To do this, start the BlackBerry Desktop Manager, click on "Application Loader", un-check the box next to the application, click on the "Next" button and follow the prompts. Now return to the application list, highlight the application and click on the Delete button. Reinstall the application.

4. Check if you are using Version 3.6 of the BlackBerry Desktop Manager ( Help > About Desktop Manager). The workaround for this issue is to install the latest service pack (Service Pack 3a) for Desktop Manager v3.6 instead of Service Pack. This can be downloaded from the BlackBerry site at: https://www.blackberry.com/SoftwareDownload/index.jsp?client=Ud4RBlehp 
Choose "BlackBerry Desktop Software v3.6" from the drop-down list box, then click on the "Select" button. Choose the latest service pack at the bottom of the page.
Uninstall your original Desktop Manager first, then install the downloaded service pack. Be sure to reboot your computer after completing the installation. Follow the instructions to download the Desktop Manager service pack to your desktop computer.

5. Some users have reported the following work around...  Exit the BlackBerry Desktop Manager. Change the name of the ALX file, for example, change "ApplicationName.ALX" to "ApplicationName1.ALX".  Then restart the BlackBerry Desktop Manager and try to install the application again.


Question: When I try to install the application using the BlackBerry Desktop Manager, I get the following message  "There is an XML syntax error on line 1".
Answer: This happens when you select a file with a .cod extension. To install Ascendo Photos using the BlackBerry Desktop Manager, click on Application Loader, click on Add, select "All Files (*.*)" from the "Files of Type" drop-down list, then select "Photos.alx".

Question: When I try to install the application on my Blackberry, I get the following error message...
"
A fatal error has occurred while updating your handheld's software. Please try again.
Unspecified error encountered [J:0x0000000A]"
Answer: This error indicates that you are installing a version of Ascendo Photos that is not compatible with the BlackBerry OS on your device. Please check the version of the BlackBerry OS on your device by selecting "Options" then "About" from the home screen. Download the Photos .ZIP file from the link provided at the top of this page. Install Photos with the BlackBerry Desktop Manager. When prompted for the location of the Photos installation file, go to the appropriate directory, "BlackBerry OS4.1 and below" or "BlackBerry OS4.2 and above" and follow the prompts to install. 

Please note that Ascendo Photos doesn’t support older version of the BlackBerry OS (V3.8 and below). You may be able to upgrade your OS at BlackBerry.com or your operators web site. An extensive list of links to operator BB OS download pages can be found at the following link: http://www.blackberryfaq.com/index.php/BlackBerry_Operating_System_Downloads 


Question: I downloaded and installed Ascendo Photos with free trial period but when I started the application I was prompted to enter a registration key. How can I try Photos without the registration key?
Answer: Click on the track wheel and select "Register Later" from the screen menu.

Question: When I send pictures to my BlackBerry Micro SD card from Asendo Photos Desktop, the following error message is displayed, "File System Error". What should I?
Answer: This error occurs when the "Mass Storage Mode Support" for your storage card is set to ON. To eliminate this message when saving images to your Micro SD card using Ascendo Photos, go to Options > Advanced Options > Media Card and set "Mass Storage Mode Support:" to OFF. Please refer to your device documentation for more information.

Question: When I try to transfer a photo to my BlackBerry I keep getting a message saying "Please start Ascendo Photos on your handheld, connect USB cable and then press Connect button again."  I have started the application on my BlackBerry but I still get the message. What should I do?
Answer: The BlackBerry Desktop Manager must be installed because Ascendo Photos Desktop requires the BlackBerry USB drivers.  You can find the latest Blackberry Desktop Manager available for free download at www.blackberry.com. If the latest version of BlackBerry Desktop is already installed on your PC then uninstall and reinstall Ascendo Photos on both your BlackBerry and PC.  You may have to do a hard resent of the handheld by removing the battery for 3 seconds.

Question: How can I use pictures taken with my BlackBerry Pearl with Ascendo Photos?
Answer: When viewing a photo on your BlackBerry Pearl, click on the menu button to the left of the trackball. Select option "Send as MMS" then choose your email address. Save the photo to your PC then open it using the Ascendo Photos Desktop.

Question: When I try to purchase software, I am being asked for my PIN number. How can I find that?
Answer: From the BlackBerry home screen, click on the icon for Settings, then click on the icon for Options and select Status from the list. Your handset's PIN will be displayed near the bottom of the screen. When entering your PIN number during the order process, you should capitalize all letters.

Question: How can I retrieve my registration key or obtain a replacement key if I change devices?
Answer: Please contact the Ascendo Sales Partner that you bought the application from and request a new registration key. See below for links that automate the process.

If you purchased the application from our web site, please forward the order confirmation by email, including the date of purchase, to info@ascendo-inc.com.


Question:  When I purchased the software, I entered the wrong PIN number and the registration key I received does not work.

Answer:  Contact the sales partner that you bought the application from, submit the correct PIN and request a new registration key (see links in the question above). If you purchased the application from our web site, please forward the order confirmation including the date of purchase, to info@ascendo-inc.com.

Question: I purchased Ascendo Photos Version 3 and entered the registration key but it got a "Wrong Code" message.
Answer: Ascendo Photos Version 3 requires a device specific registration key based on your device's PIN number. When you buy Photos V3 from an Ascendo Sales partner, you will need to submit your PIN number. Please make sure that all the letters in the PIN number are capitalized. You will receive a 5 digit registration code in your order confirmation. If you submitted the wrong PIN, please contact the company you bought Ascendo Photos from and resubmit your PIN number.

Question: My trial period expired before I was able to spend sufficient time testing. Is it possible to have the trial extended?
Answer: To renew the trial period, uninstall the trial version and reinstall it.

Question: I got a new phone. Can I use the software I bought on the new phone?
Answer: Yes. The application license is per user and can be transferred from one handset to another. If you didn't keep the application files and registration key, see above.

Question: If I install Version 2 of Ascendo Photos will I need to reload the images that I currently have loaded to Version 1? 
Answer: If you follow the instructions in the Users Guide which is included with Ascendo Photos Version 2 then the images from Version 1 will be available in Version 2 without having to reload them.

Question: Once I have created Galleries and loaded images into Ascendo Photos, how can I backup and restore if there is a problem?
Answer:
  • Connect your Blackberry to your PC using the data cable.
  • Start the Blackberry Desktop Manager.
  • Select Backup & Restore.
  • Select "Perform Selective Backup..." by pressing the "Advanced..." button.
  • Move the slider bar under "Handheld Databases" down to "RMS Databases" and highlight this entry.
  • Click on Left Arrow to backup all application data to your PC.
  • If you lose the data on your Blackberry, you can restore it from your PC by highlighting RMS Databases under Desktop File Databases and clicking on the Right Arrow.

Question: I have downloaded and installed Version 3 of Ascendo Photos and entered my registration key from Version 2 but it doesn't work. What do I have to do?
Answer: There is an upgrade for Version 3 available for those who purchased Version 2. You can purchase the upgrade from several Ascendo Sales Partners by following instructions for Upgrading on their web sites. 

Question: How much does it cost to upgrade?
Answer: Upgrading to an intermediate version (v3.0 to v3.1) is free for users who purchased version 3.0 or above. Upgrading to Version 3 from Version 2 costs $9.95. Upgrade policy is subject to change.

Question: How do I upgrade?
Answer: To upgrade to an intermediate version, download and install the latest version from the links found at the top of this page and enter the registration key you received when you purchased the product.

To upgrade to a major new version, go to your distributor's web site and follow the instructions (see below for examples).  

  • Handango > Go to the DataVault product description page. Click on the "Upgrade Available" link. Enter the email you used to buy the product from Handango.
  • Mobihand > Go to the DataVault product description page. Click on the "Upgrade Now" button. Enter the email you used to buy the product from Mobihand.

If you did not purchase from one of the sales partners listed above, please email info@ascendo-inc.com with your order confirmation containing sales partner name, product name, version and date of purchase.


Question: I need to reinstall my software and I didn't keep a copy and/or I can't remember the registration key, what should I do?
Answer: The software can be reloaded at most sites as a trial version.  Trial versions become full versions when you enter the registration key.  The registration key is normally delivered with the order confirmation by email.  If you have misplaced the order confirmation, contact your distributor or Ascendo with contact information that will help to locate the order.

Question: I brought Ascendo Photos Version 1 and when I try to enter the the registration code it says wrong code.    
Answer: Please check again, making sure that you have included the hyphens in the right places and that the letters are uppercased.  If that doesn't work, then please verify that you have installed Version 1 and not Version 2.  Version 1 is no longer available through distributors, so if you bought it and need to download it, click here.

Question: I've downloaded Ascendo Photos to my blackberry and all I'm getting is an error dialogue saying: "USB_Error! java.io.IOException: Permission denied"

Answer:: This indicates that you have not enabled the USB connection on your handheld.  After installation on your handheld is complete, upon first start-up of the application, you should see a system message asking you whether you allow a USB connection for Ascendo Photos :

The application Photos has requested a comm connection to USB.
Don’t ask this again for:
- All comm connection
- Comm connection to USB

You should check “Comm connection to USB” option  and  click “Allow this connection” button.  If you didn’t see this system message try to reset firewall settings in “Options > Firewall > Reset Setting” menu.  This assumes that the firewall status on your handheld is enabled. 


Question:  When I send an image by email from Ascendo Photos there is no image attached when I try to open it.
Answer: Some Operator Gateways do no support sending image files from third party applications like Ascendo Photos. The best work around at the current time is to do the following: Some Operator Gateways do no support sending image files from third party applications like Ascendo Photos. The best work around at the current time is to do the following:
  • Use your PC email client and create or compose a new email.
  • Attach a photo from the "Sent Pictures " sub-directory below the main directory where you copied the Ascendo Photos Desktop.  
  • Send the photo using your PC email client.

If the problem persists then your Mobile Operator appears to have blocked JPG image attachments from all sources and you must call them directly to request a solution.


Question:  Ascendo Photos Desktop won't open. I get this message: "The dynamic link library gdiplus.dll could not be found."
Answer:  Please download gdiplus.zip by clicking here. Unpack and copy it to /Windows/system32 folder.  

Question:  In some cases I cannot install a new version without deleting the older one from my device. How do I uninstall an application from my BlackBerry?
Answer:  Start the BlackBerry Desktop Manager, select Application Loader, uncheck the box next to the application you want to uninstall, confirm deletion. To uninstall from your device select Settings > Options > Advanced Options > Applications > Delete. This exact menu choices may vary slightly depending on the version of the BlackBerry OS you are using.

Question:  I noticed that some features require the latest version of the BlackBerry OS. How can I determine which version of the BlackBerry OS is currently installed on my BlackBerry?
Answer:  From the BlackBerry home screen, click on the Settings icon, then select Options > About.

Question:  When I try to connect Ascendo Photos desktop Version 3 to my Blackberry  I get "the parameter is incorrect" error.
Answer:  Try to delete software on blackberry and then reinstall.

Question:  Where can I get the latest version of the BlackBerry OS for my device?
Answer:  These are usually available from your carriers web site. Contact your carrier's customer support line if you don't find it there.

Question:  I've downloaded the software and followed the installation instructions, but when I try to add the software to my Blackberry I get the following error:
"The following modules could not be loaded because their digital signatures were invalid Photos.cod"

Answer:   The most likely cause of this problem is that your handheld is configured with an IT Policy that does not allow 3rd party applications to be installed. Ask your system administrator to change this policy setting for your handheld. BlackBerry IT policies are typically managed using a product such as BES (BlackBerry Exchange Server).


Question: How can I get alerted when a new version is available?
Answer: One way is to sign up for our Newsletter, see Ascendo Home Page. In addition, some Ascendo sales partners provide real time alerts whenever new versions of a product are available. For example, go to www.handango.com and click on "Add to Watchlist".

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