FAQ-Agent

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Table of contents
1 Where can I download the MotionBased Agent?
2 Does the MotionBased Agent require an Internet connection?
3 I upgraded to the latest Agent, but the new version does not seem to be installed?
4 There was an error synchronizing data with MotionBased. The server name or address could not be resolved (HTTP status 12007)
5 There was an error synchronizing data with MotionBased. Corrupt data file (The server had an error analyzing your activity data.)
6 There was an error synchronizing data with MotionBased. Unable to connect to server (The MotionBased username you entered is invalid.)
7 What should I do if the MotionBased Agent can't detect my GPS device?
8 Error message: Cannot Locate GPS Device on any of the Standard Ports


[edit]

Where can I download the MotionBased Agent?

You can download all MotionBased software at the main Download page (http://www.motionbased.com/support/download/view.mb?tile=support.download.agent).


[edit]

Does the MotionBased Agent require an Internet connection?

No. You can run the Agent without an Internet connection. If an Internet connection is NOT present, the Agent will store your activities until one is present. At that time, you will need to click on the "Send Queued Activities' icon or link.


[edit]

I upgraded to the latest Agent, but the new version does not seem to be installed?

The old Agent version is resident in the memory of your computer even though the new version is successfully installed.

  1. Look for the Agent icon in the taskbar
  2. Right-click on the Agent icon and choose Exit
  3. Open the Agent through the Start -> Programs -> MotionBased menu
  4. Verify your Agent version is 2.3.0.1.


[edit]

There was an error synchronizing data with MotionBased. The server name or address could not be resolved (HTTP status 12007)

The agent is unable to communicate with MotionBased. Please follow these steps to understand and correct the problem:
  1. Go to TrailNetwork (http://trail.motionbased.com/trail) -> Digest -> My Activities. If the page displays a system error or page not found then MotionBased is currently unavailable. Please try again later.
  2. If your computer is using a personal firewall, temporarily disable it and try to Synchronize your activities in the Agent.
    • If the Agent succeeds then remember to re-enable your personal firewall.
    • Configure your firewall to allow the Agent to communicate in the future.
  3. If the Agent still doesn't succeed then please send an email to Support (mailto:support@motionbased.com)


[edit]

There was an error synchronizing data with MotionBased. Corrupt data file (The server had an error analyzing your activity data.)

The data retreived from your device is corrupt.
  1. Go to TrailNetwork (http://trail.motionbased.com/trail) -> Digest -> My Activities. If the page displays a system error or page not found then MotionBased is currently unavailable. Please try again later.
  2. Otherwise "Retry" once or twice.
  3. If the Agent still doesn't succeed then please send an email to Support (mailto:support@motionbased.com).


[edit]

There was an error synchronizing data with MotionBased. Unable to connect to server (The MotionBased username you entered is invalid.)

The username entered in your Agent Configuration is incorrect
  1. Go to TrailNetwork (http://trail.motionbased.com/trail) -> Digest -> My Activities. Login with your username to make sure it is correct.
  2. Choose 'Forgot your password' if you can't remember your password or username. It will be emailed to you. Be sure to check your spam filter for our email.
  3. Open the Configure Agent link on the Agent Menu. Enter the username that worked to view My Activities.


[edit]

What should I do if the MotionBased Agent can't detect my GPS device?

Please review this checklist before you contact us:

  1. Check our supported GPS list
  2. Check our Agent requirements
  3. Ensure the Serial or USB cable fits snug in the port
  4. Check to see if your Serial or USB port works with other applications
  5. Ensure that you don't have any activities from an unsupported country
  6. Ensure you have the latest GPS firmware on your device
  7. Check your Firewall settings and other security settings, like Norton Internet Security.


[edit]

Error message: Cannot Locate GPS Device on any of the Standard Ports

  1. Right click on "My Computer"
  2. Select "Properties"
  3. Click the "Hardware" tab
  4. Click the "Device Manager" Button
  5. Plug in your device
  6. The "Garmin Devices" menu selection will appear
  7. Expand the "Garmin Devices" menu selection
  8. If you see the USB Device with the exclamation point, as shown in this example, you will need to install the ports
    Image:UsbExclamation.png
  9. A Welcome Wizard will automatically prompt when the device is plugged into the computer via USB cable
  10. Click "Next" when prompted to "Install software automatically"
  11. The Wizard will prompt through the finish and advise when the ports have been installed


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