Having Top Producer Sync Problems with AT&T and Blackberry?
January 10th, 2008 Categories: Top Producer Software
Have you noticed recently that your Blackberry will no longer synchronize with your Top Producer Mobility application? Maybe it was working before and now it doesn’t?
I just got off the phone with Top Producer and discovered there is a well known issue that may be causing your problems.
Read on to learn more about how you can fix this problem with minimum frustration. (I had plenty…)
According to Top Producer Systems, AT&T Mobility (formerly Cingular) customers on the East coast may experience problems with their mobility product. Specifically, if you are attempting to synchronize your database you may encounter the following error:
Application Server is Currently Unavailable
At first look, you may think that the problem is with Top Producer but this is not the case. The actual problem is with your wireless carrier.
Since the folks at Top Producer have seen an increaes of calls regarding this issue they advise you do the following to get back on track:
- Call AT&T Wireless: Use the number on your bill or try 1-800-331-0500
- Work your way through the phone tree…fun!
- When you get a representative online ask to be put in touch with “second level” technical support. They will resist so don’t give up.
- When you get to the right person who can help request the following:
- Please ENABLE DIRECT TCP
- Please ENABLE WAP SERVICES
- After they confirm that these settings are correct, and before you hang up, test the synchronization process one more time.
- If it still doesn’t work, ask for a supervisor. Get names, be polite, and don’t take no for an answer.
If you meet resistance getting a supervisor here’s a tip: After requesting three times politely for a supervisor with no success ask the representative for their name again. Then tell them that you are un-satisfied with their response. Offer them one more chance to pass you to a supervisor. If this doesn’t work then hang up. Call back and ask for a supervisor right up front. The representative will offer to assist you. Tell them you are calling to make a complaint about a representative in the call center. You will be patched directly to a supervisor since they are the only ones allowed to take complaints about phone reps. This manager will be able to help you get farther through the process.
You may have a representative insist that they cannot make these changes and that there is nothing for them to do. This is utter nonsense! I have had these settings verified before while working on the beta testing of the Top Producer Mobility product. The resolution is on the carrier side.
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Well folks, I wrote that article yesterday confident that I could solve the problem as I suggested. I was actually writing the article while on hold with AT&T! The fact is that I spent 2.5 hours online with AT&T Wireless either on hold, being hung up on, or talking with someone that had no idea what I was talking about.
If anybody else has had success please share it with me! I am going to try again today. If I can’t get Top Producer or AT&T to resolve this I don’t plan on keeping the service….
Comment by Scott Saghirian — January 11, 2008 #
I just got off the phone with att in the dc area and they of course said there was no problem and sent me to blackberry direct. They confirmed the att issue was not blackberry but att’s problem. they offered a solution to delete my blackberry account and reinstall it as a new accout with the same name, which I am in the process of doing. Top Producer told me that it was only coming from the dc area. I am an Att agent as well as a realtor and have 2 other customers along with my phone having the problem. I spents hours on the phone with top producer service tech named mohammed last week and he had no problems with my account hitting the servers when he put it on his phone. The problem seems to happen when we get server # 2 at top producer when trying to sync. Their ports are 11011 and 11711 and they keep rejecting sending me back any info. I will call att again and verify the direct tcp settings configured on the account and advise further. What fun. This worked fine on my curve until around December 10th.
Comment by mike anastasia — January 17, 2008 #
Great comment Mike! I haven’t picked up the project again because I have been so busy. Let us know if reinstalling you on the blackberry account works. I used to work for AT&T Wireless as well so I thought I would have better luck getting through to the right people. Not the case.
Comment by Scott — January 17, 2008 #
Your solution that you emailed to me worked. I will let you post it and let all know. It seemed like such a simple change. All the people at at&t have still not figured it out and still say that they don’t support 3rd party software. It is good thing that we are persistant. I couldn’t imagine what a new customer would think who didn’t have any knowledge of the wireless industry. You know your stuff, so thanks a million.
Comment by mike anastasia — January 30, 2008 #
Thanks Mike for the nice words and your participation. I doubt the Customer Care group at AT&T will be aware of this fix as there are so many people working there and they aren’t focused on third party apps such as Top Producer. I have been assured that the customer care group at Top Producer will be educated on this fix for all those having problems in the future. I wish you much success!
Comment by Scott — January 30, 2008 #
Edited by Scott Saghirian:
I have finally got my problem resolved after a week of frustrating calls back and forth to both Cingular and Blackberry. I find it absolutely horrid that no one at Top Producer has the common sense to send us frustrated Realtors having this problem to www.toptechacademy.com for the answer.
Comment by Margaret DiBella — March 18, 2008 #
Margaret,
Thanks for taking the time to post with your comments, and I am glad you found my site with information on how to correct the problem. I am surprised that you had issues with Top Producer customer service since I was assured that the fix would be communicated to appropriate folks. Stay in touch, and let me know if I can help you out in any way in regards to Top Producer. I also like to get user feedback from anybody willing to provide it.
Comment by Scott — March 18, 2008 #