TroubleShooting Motorola Phone Tools (MPT)
Motorola Phone Tools is not compatible with any iDen phones. If you have an iDen phone and would like to synchronize your contacts, please go to http://idenphones.motorola.com/iden/support/software/organizer_upd.jsp.
Note: Please ignore the Applicable Products field. This field does not determine whether your phone is compatible or not.
Troubleshooting Motorola Phone Tools
1. Are you connected to MPT (Motorola Phone Tools)?
If yes, you should be able to view MPT's Home Page.
2. Power cycle the Phone and the PC
o Disconnect the phone.
o Power the phone off and on.
o Restart the computer.
o Connect the phone.
o Do not open MPT for 3 minutes.
o Create a new profile.
o Try Again.
3. Is the phone being recognized by the computer? Are you using a docking station or USB hub? (If yes, undock or remove the hub. We only support a direct connection into the computer.) Plug phone directly into the computer. Do not plug phone into the monitor or keyboard. If the phone isn't recognized at all or is recognized as a mass storage device, you need to adjust the phone settings so that they reflect either Data or Modem.
Scenario 1
o Connect your phone to your computer with your Motorola branded USB cable.
o The phone should automatically connect to Motorola Phone Tools.
Scenario 2
o Connect your phone to your computer with your Motorola branded USB cable.
o Your phone should automatically display several options.
o Select Data/Modem.
o Open Motorola Phone Tools.
Scenario 3
o Connect your phone to your computer with your Motorola branded USB cable.
o Select Menu.
o Select Settings.
o Select Connections.
o Select USB settings.
o Select Data/modem.
Verizon
o Connect your phone to your computer with your Motorola branded USB cable.
o Select Menu.
o Select Settings and Tools.
o Select USB Mode.
o Select Modem Mode.
o Select OK.
4. Does the customer have the correct version of MPT?
a. Checking the version of MPT, when MPT is in Phone Mode.
o Select Menu.
o Select Welcome.
o Select Contents.
o Select Help.
o Select About Motorola Phone Tools
b. Checking the version of MPT, when MPT is not open.
o Double Click on My Computer.
o Double Click on C:\
o Double Click on Program Files.
o Double Click on Motorola Phone Tools.
o Double Click on Aboutn.ini.
c. Check the version of MPT your phone requires. Select the link listed below to determine which version of Motorola Phone Tools your phone requires. If the phone isn't listed there, the phone is not compatible with MPT ver5.
http://mptlookup.avanquest.com/
5. If the version of MPT you are using is lower than the version of MPT that is recommended for your phone, you should update Motorola Phone Tools.
o Select Start.
o Select All Programs.
o Select Motorola Phone Tools.
o Select Motorola Live Update.
o Try Again.
6. Make sure that the customer has the minimum requirements.
a. Windows 2000, XP SP2, Vista
b. Outlook 2003 SP2, Outlook 2007, Outlook Express, Windows Calendar, Windows Contacts and Lotus Notes. (If requirements aren't met, Phone Tools will not sync.)
7. Reinstalling Drivers
o Disconnect the phone.
o Select Start.
o Select All Programs.
o Select Motorola Driver Installer.
o Select Motorola Driver Installer.exe
o Select Clean and Reinstall.
o Select Start.
o Connect the phone.
o Create a new profile.
o Try Again.
8. Make sure to remove any other sync software which may be on the PC. If you have other sync software on the computer follow the steps listed below.
o Select Start.
o Select Control Panel.
o Select Add or Remove Programs.
o Select the sync software.
o Select Remove.
Examples of other sync software are:
a. Chapura> Pocket Mirror
b. Palm Desktop
c. Sync Center
d. Hot Sync
e. ACT
9. Is the Motorola USB modem showing up correctly in Phone and Modem Options?
o Select Start.
o Select Control Panel.
o Select Phone and Modem Options.
o Select the Modem Tab.
o You should see Motorola USB modem listed once with a com port attached. If you do see more than one Motorola USB modem, delete all Motorola USB modems except for the one attached to a com port.
o Try Again.
10. Is the phone installed as a modem? (Go to Device Manager)
o Right click on My Computer.
o Select Properties.
o Select the Hardware Tab.
o Select Device Manager.
o Select the plus sign to the left of Modems. You should see Motorola USB modem, with no characters there. If there are characters there such as an X or exclamation mark.
o Right click on the modem.
o Select update driver.
o Try Again.
11. Reinstalling MPT with updates
o If you have verified you have an updatable version of MPT, 4.04b and up, you may go to the MPT link. If your version of MPT is lower than 4.04b, you will have to purchase a newer version of MPT.
o Select Start.
o Select Control Panel.
o Select Add or Remove Programs.
o Select Motorola Phone Tools.
o Select Remove.
o Select Motorola Driver Installer.
o Select Remove.
o Select OK.
o Reboot the computer.
o Reinstall MPT with updates.
o Try Again.
Note: Please ignore the Applicable Products field. This field does not determine whether your phone is compatible or not.
