Please visit our google groups HERE to find specific solutions to your issues and to discuss your (TouchDown related) issues with our power user community.

Introduction

1.1 What is TouchDown ?

TouchDown is an Android application which helps you connect to an Exchange server (or another compatible ActiveSync-supported server) and retrieving your emails,contacts, calendars and Tasks.

1.2 What phones do TouchDown run on ?

TouchDown runs on any Android device that runs Android version 1.1 or later. (As far as we know every android device available in the market can currently run touchdown)
If you are running the Motorola Droid, Nexus, Milestone, Incredible or another Android 2.0 device, you should use the application named "Exchange for Android 2.0/2.1" which you can find in the market.

1.3 Can I use TouchDown with my Gmail/Hotmail/Yahoo/POP3/IMAP account ?

No, TouchDown will not work with any type of accounts that are not hosted on a Microsoft Exchange server (or a compatible ActiveSync Server).

1.4 Can I use TouchDown to connect directly with Outlook on my PC ?

Sorry, but no, you cannot use TouchDown without an Exchange server

1.5 I have ActiveSync installed on my Desktop PC to connect to PDAs, Can TouchDown connect to it over USB cable ?

No - DeskTop ActiveSync and Exchange ActiveSync are not the same.

Purchasing & Activating

2.1 I purchased from the android market, but did not receive a serial number.

When you purchase a license from the android market, you dont need or get a serial number. The Key application you purchase contains the serial number inside it. To activate the main touchdown application, please install the Exchange by TouchDown Key application and run it once on the device. As long as you have that application installed on the device, your main touchdown application will be licensed. In this case, you can also ignore the License Key field in touchdown configuration empty.

2.2 How much does TouchDown cost ?

The regular price is 19.99 USD, a one-time purchase with no recurring payments.

2.3 How can i get a refund ?

TouchDown provides a 30 day trial period where most functions are available to try (the only limitation is that the signature cannot be edited). You should not purchase touchdown key without making sure that the program works for your server. Once purchased, the Android market gives you about 15 minutes to change your mind and request a refund. We are unable to refund purchases ourselves if you are past the 15 minute period. If you purchase a serial number from our site, we are unable to refund that.

2.4 How can i purchase TouchDown ?

You can purchase TouchDown from the Android Market directly. If paid applications are not available in the market, you can purchase a serial number from our site directly HERE

2.5 How long is the license valid for ?

The license is valid for as long as you use it.

2.6 Do i have to pay monthly/yearly fees ?

No, it is a one time cost.

2.7 If i reset the phone or replace the phone, do i have to purchase it again ?

No, as long as you are the user of the device, and that you are not using touchdown on multiple devices at the same time, you dont have to purchase touchdown for the device again. PLease see HERE for a full description.

2.8 I purchased and activated the license from the Android Market. Later I reset/replaced my phone. How do i get the license back ?

For this, you must make sure you are activating the new device with the same google ID that you used for the older phone. In that case, you should open Android Market and under Downloads, find your purchased license and redownload it.

2.9 I purchased the TouchDown License Key from the market, but i dont see any emails etc, or see any configuration options. Why ?

The TouchDown License Key should be purchased ONLY after you have installed the main TouchDown application and configured and verified that it works for your account. Please read HERE for more information on the exact process.

2.10 I purchased the TouchDown License Key, but why does the main application still showing Demo Mode ?

Simply purchasing the application is not enough. You must install the purchased License Key application and run it once on the device. this will make sure the main touchdown application is licenced.

TouchDown Features

3.1 What does Defer Server Updates option do ?

This option tells TouchDown to not immediately update the server when you perform certain operations such as Marking items as read, Deleting items, moving items between folders etc. Such changes will be actually sent to the server in a batch when the next update happens. Next update happens mean the next time touchdown contacts the server for operations like receiving a push update, sending a message, next poll time etc.
This option was created to reduce sluggishness from repeated server updates as you keep moving between mails.

3.2 Can i use touchdown with multiple exchange server accounts ?

Yes you can. But only one account will be active at anytime (pushing or polling). To create new profile, please click Menu/More/Profiles on the main screen, and add a new profile. Long press on any profile to see options such as moving its data to SD card etc. Once you create a new profile, a new button in the home screen (looks like a filing cabinet) will let you quickly switch profiles.

3.3 Can i move my data to SD card ?

Yes you can. But note this is highly risky since if you tether the phone to a computer and start browsing files, you could corrupt and reset the touchdown database. To move the data to SD card, click Menu/More/Profiles, and long-press on the profile in the profiles list to see the option to move the database to SD card (and back if your data is already on the SD card).

3.4 I cant see my folders

In order to see messages from your folders, you must select them for synchronizing. For this, please open touchdown settings, go to the last tab there, and click the CHoose Folders button. This will pop up a folder list, where you should tap on the folders you wish to synchronize. pressing any folder once will enable that folder for syncing, and pressing it again will disable it for syncing. Once you change the folder selection, press OK. The folders will be synchronized when the next refresh happens.

3.5 What is Push ?

Push is a feature which is available only if you have a server which provides ActiveSync services (and is configured correctly). When push is activated, TouchDown will receive emails on the device as soon as they are received on the server. To enable push, first make sure that you have configured your device in ActiveSync mode (ideally using quick configuration). On the home screen of touchdown, you can tap te indicator at the bottom right to toggle push.

3.6 I do a Reply-All but i get added to the list of recipients

This is because you did not specify your own email address correctly in the first tab of settings. If your login id is not the same as the email address, you should uncheck "User ID same as Email" option above it, and enter your correct email address separately below the user id.

3.7 I cannot edit the signature that is placed in the outbound emails. Why ?

The trial version does not let you edit the signature. This is the only limitation we placed on it. Once purchased and activated, you should be able to change the signature in the last tab of settings.

3.8 Does TouchDown support Notes ?

No, TouchDown does not support Notes syncing since Exchange Servers prior to 2010 do not support this. However, NitroDesk has a separate product which handles Notes and lets you synchronize them over the USB to the device. More information on this can be found HERE . TouchDown itself will support notes only in a future version which will add 2010 extensions. Work on this has not yet started, and we dont have an ETA for that..

3.9 I dont get the caller id information for contacts which are in TouchDown

This is because TouchDown maintains a separate database where contacts are stored, and the information in TouchDown database has not been populated into the native contacts list in Android. Please refer to this link for information on how to copy contacts from TouchDown to the native phone book and how to make sure changes made in Exchange are automatically sync'd to the phone book.

3.10 How do i change the notifications that i receive on TouchDown ?

The alerts you receive when you get a new email or a new appointment can be changed or customized by pressing the "Email Alerts" or "Appointment Alerts" button on the third tab of settings. This will pop up a dialog which will let you either suppress notifications, use the system notification settings, or customize the notifications.

3.11 I can't see my calendars or Contacts

In order to get your calendars and contacts visible on touchdown, you must make sure that these folders are selected for syncing. Typically running the quick configuration wizard should have selected these, but several users seem to simply not do quick configuration. To enable these folders, please do the following

• Go into TouchDown Settings
• Click Choose Folders button
• Make sure that Calendar and Contacts are enabled (when enabled, the icon to the left has a blue sync arrow overlay)
• Click OK
• Go to the main touchdown screen
• Press Menu/Sync to perform a sync.

3.12 How do i open attachments ? Why doesnt clicking some attachments not open them ?

TouchDown is just an email solution. It is not a document reader. So you need to have installed another separate application which is capable of handling these special document types. We recommend Documents to Go for most of your PDF, Word, Excel needs. Once it is installed, you should be able to open attachments by simply clicking on them after they are downloaded.

Troubleshooting and Errors

4.1 Internal server error (Error 500)

There are several reasons for this, mostly server side, and hence we cannot assist much in this front. Here are a few links which describe some causes and resolutions
http://www.petri.co.il/problems_with_forms_based_authentication_and_ssl_in_activesync.htm
http://support.microsoft.com/Default.aspx?kbid=817379
http://support.microsoft.com/kb/330463

4.2 Authentication error - check your credentials

If you see this in your quick configuration, this is always due to a mistake in your UserID, Domain or password. Support cannot help you with this one, you must check with your administrator on what the right values are.

4.3 Error Renewing Subscription : Refresh folders and try again

This error can happen if your exchange 2007 server has been patched with a recent update which will prevent touchdown from connecting to it. The only workaround for this is to reconfigure the application in ActiveSync mode by running the Quick Configuration process. To run the Quick Configuration wizard, go to TouchDown settings, click the "Quick Configuration" button and follow the wizard. Actual documentation on this process is HERE. If you see errors at the end of quick configuration, please refer HERE for troubleshooting information.

4.4 Error after migrating to 2010, fails to configure

If you are seeing a failure to configure touchdown using quick configuration on an Exchange 2010 server, and you see the following in the log
Refreshing AS folders
Error refreshing folders
Please read here