The General Troubleshooting section below provides information to troubleshoot issues related to running the Phone Assistant application in the Sky phone system.
NOTE: If your Phone Assistant issue is related to using a Mac computer, see the
Mac Gatekeeper Issue section of this article.
General Troubleshooting
IMPORTANT: All users must add http://proxy.m5net.com to the exception list in the Java Control Panel for Phone Assistant to launch properly.
Unable to Run/Install Program
If an error is encountered stating that the program cannot be run/installed, follow the procedure below to enable Java temporary files.
- Open the Java Control Panel through the Windows Control Panel.
- Within the General tab, click Settings in the Temporary Internet Files section.
- Select the Keep temporary files on my computer checkbox.
- Click OK.
- Click Apply, and then click OK to exit the Java Control Panel.
- Re-run the Phone Assistant application.
Un-install/Re-install
- Uninstall Phone Assistant through the Control Panel.
- Delete Java Cache and Temporary Files.
- Open the Java Control Panel through the Windows Control Panel.
- Click Settings under Temporary Files.
- Click Delete Files.
- Close all Java Control Panel windows.
- Delete Phone Assistant log and config files in your user directory.
Windows 7 and higher - The Phone Assistant log and config file can be found in C:\Users\username - Download and install the latest version of Java from Oracle here.
- Download and install the latest version of Phone Assistant through the Sky Account Portal.
- Log in to Phone Assistant with your phone number and voicemail password.
Reset
If problems persist, repeat the steps above and reset the application.
- On the login screen for Phone Assistant, enter the word reset after your phone number. For example, 6462305000reset
NOTE: This removes ALL user settings and returns Phone Assistant to the default settings.
Escalation
If the above steps do not work, contact Support and communicate the following information:
- A description of the problem being experienced
- Your phone number
- Operating System
- Microsoft Outlook version
- Java version
- Phone Assistant Log file from your user directory
Mac Gatekeeper Issue
When installing Phone Assistant on a newly upgraded Mac computer, the Mac's Gatekeeper feature blocks applications that are not properly "signed" or are not from the Mac App Store. If Gatekeeper blocks your use of Phone Assistant, use the following link to access the Apple website to learn how to work around this issue: http://support.apple.com/kb/HT5290
