Emergency Help Q9h Global - Motorola Q Forum

OHHawk · 07-20-2008, 09:01 PM

Hello everyone, my first post and I need some serious help. I pray that you all can help me with this problem.

I have had this phone now for about 2 months, and got it through AT&T. everyting s perfect on it, or was till I did add a bit of software application (no i can not remember what it was. cause it is gone now) something to do with backup the phone to the computer.

anyways. after i added it, somehow it will not let me connect through active sync anymore. I get the message "This device is not allowed to connect to the desktop computer"

and I am having a coniption over it. seeing i got it as a refurb phone. ATT may not wish to help me. so i came here to get help fro you all. (and i did leave a mesage at motorola as well. to see if anyting will help me there too.

Please let me know what I have to do to connect this phone back to the computer again. yes it is urgent because i track my medications i must take with the computer. and doctors appointments, and so on.

Please help me. I beg you all.

Ray

GraemeCR · 07-20-2008, 09:48 PM

Have you tried connecting through a different USB port?

OHHawk · 07-21-2008, 01:21 AM

Yes I did try to do a different USB port, and still get the same message on the phone.

I can hear it connect. with teh little sound. but thats as far as it gets. i cant even explore the phone at all.

I am wondering if tehre is a regedit that i can make to override it. I do have access to regedit. and do sort of know where to go and do things.

Quote:

Originally Posted by GraemeCR

Have you tried connecting through a different USB port?

steven424 · 07-21-2008, 02:12 PM

I wouldn't advise going the regedit route at this point. My recommendation is to delete the association between the Q9h and your PC. You can do this by manually opening ActiveSync on your PC, and then going into File->Delete Mobile Device. After the q9h is disassociated, unplug the Q9H from the USB port and reboot both your phone and your PC. Then plug the Q9h back in and see if the two connect and sync properly.

I once had this happen to me, and the procedure I described above worked to solve the issue. YMMV. Good luck!

Quote:

Originally Posted by OHHawk

Yes I did try to do a different USB port, and still get the same message on the phone.

I can hear it connect. with teh little sound. but thats as far as it gets. i cant even explore the phone at all.

I am wondering if tehre is a regedit that i can make to override it. I do have access to regedit. and do sort of know where to go and do things.

OHHawk · 07-21-2008, 02:58 PM

I found something interesting. it is not will not associate itself with the phone. all i get is the connection settings and thats all i have lit. everyting else is greyed out.

Suguestions on how to associate it?

I went through the phone up and down. it is set to 'USB connection on the phone. I switched it to different ports, on the computer. i dont know what else to do.

steven424 · 07-21-2008, 03:37 PM

After you disassociate the phone from your PC, reboot, and then reconnect the phone, do you receive any informational, warning, or error messages? If so, what do they say? I would not change anything on the phone itself, because a single incorrect setting could fubar things pretty badly.

Plan B is to call AT&T technical support. The initial operator will try to help, but I've found they pretty quickly hand the call off to Tier II support.

Quote:

Originally Posted by OHHawk

I found something interesting. it is not will not associate itself with the phone. all i get is the connection settings and thats all i have lit. everyting else is greyed out.

Suguestions on how to associate it?

I went through the phone up and down. it is set to 'USB connection on the phone. I switched it to different ports, on the computer. i dont know what else to do.

Guardian · 07-21-2008, 05:41 PM

Since I have been having a similar issue, maybe I can offer some assistance hopefully. Can you tell me what OS you are running? Since you say ActiveSync, my assumption would be XP but don't want to be presumptuous.

You might also try cehcking your phone to make sure you are in ActiveSync mode. I would say change it from ActiveSync RNDIS to just simple ActiveSyn Serial to make sure you can connect and the redetection might help.

In the meantime though, I would strongly recommend you follow the advice of others and delete your partnership on the computer and also manually on ActiveSync of your phone and then reboot BOTH of them before setting it in the mode I mentioned and trying again.

Good luck.

OHHawk · 07-21-2008, 05:50 PM

I contaced ATT and they in turn told me to go to Motorola. So I talked to Moto a few times already they are suppose to call me in the morning. but I have a feeling that this phone died. everything else works. pretty much ok. just that darned ActiveSync.

I followed their directions. deleted the relationship on the phone, (nothing ever did anyting on the XP activeSync area ever. (well since this happened that is) all settings are ok. though it is weird that in the ActiveSync, in the phone area looks like this 'USB its weird, unless i did not notice it before the little ' mark there before the USB.

would that cause it to not sync maybe? I know I am grasping at straws. and will talk to moto support tomorrow but still wondering maybe i can get it done before them.

OHHawk · 07-22-2008, 05:32 PM

Well, looks like I am getting a New Moto Q9h sent to me. after long talks with a level 3 support person at Motorola. they said my moto was defective.

When I mentioned that a lighting storm hit a tree outside of my home, and another month ago. and a wonderful virus that hit me last week. he said it quite possably would effect it, but easy to correct. we went through some settings. and all were perfect. and the phone was indeed defective.

So ATT is sending me a new replacement phone tomorrow. (thank the gods) but I wanted to let you all know what happened. You all here are wonderful people, and I have read allot of great information here since i joined. Thank You for all your help!!!

Guardian · 07-22-2008, 06:14 PM

Quote:

Originally Posted by OHHawk

Well, looks like I am getting a New Moto Q9h sent to me. after long talks with a level 3 support person at Motorola. they said my moto was defective.

When I mentioned that a lighting storm hit a tree outside of my home, and another month ago. and a wonderful virus that hit me last week. he said it quite possably would effect it, but easy to correct. we went through some settings. and all were perfect. and the phone was indeed defective.

So ATT is sending me a new replacement phone tomorrow. (thank the gods) but I wanted to let you all know what happened. You all here are wonderful people, and I have read allot of great information here since i joined. Thank You for all your help!!!

You are welcome and best of luck with the new one.