Frequently Asked Questions for Mobile MerckMedicus™

iPhone® and iPod touch® – FAQs

• How do I update Mobile MerckMedicus on my iPhone®/iPod touch®?
  To see if there is new data available, click on the sync button in Mobile MerckMedicus. Available updates will appear in the "Updates" section of the Apple^® App Store^SM. Click on the product and the Update button to install the update.
  
  
• I changed from a Palm/Windows Mobile/BlackBerry to an iPhone. How can I download Mobile MerckMedicus?
  Mobile MerckMedicus is licensed for use on only one device. However, you can transfer your software to a new device if you are willing to remove it from your old device and you have an active (nonexpired) account for MerckMedicus.
  
  If you would like to install Mobile MerckMedicus on your iPhone:
  1.  Download Mobile MerckMedicus from the Apple App Store.
  2.  Install the application to your iPhone.
  3.  Open the application and enter your user name and password when prompted.
  4.  Contact the support team for MerckMedicus at 1-800-489-5119 to switch devices.
  5.  Once installed to your iPhone, please remove Mobile MerckMedicus from your old      device.
• I had my account switched, but now when I open a record the program closes or returns to the main menu.
  Remove the application from the iPhone/iPod touch and reinstall. To do this:
  
  1.  Press and hold the application icon until all the icons begin to shake.
  2.  Press the "x" on the icon for Mobile MerckMedicus and press Delete.
  3.  Find the App Store icon on the device, open it, and search for Mobile MerckMedicus.
  4.  Download Mobile MerckMedicus.
  5.  When the download is complete, enter your user name and password.
• How do I uninstall Mobile MerckMedicus?
  To uninstall the software from your device, go to your home screen and press and hold the icon for Mobile MerckMedicus. All of the icons on your Home screen will begin to shake and display an "x."Tap the "x" next to the icon for Mobile MerckMedicus to delete the application.
• How can I determine how much memory is available on my device?
  From your device’s home screen, select the Settings icon. Next, select the General entry, then the About entry. On the next screen, find the Capacity and Available entries. Capacity is the total amount of memory on your device, and Available is how much you have remaining.
• Where can I learn more about using Mobile MerckMedicus on my iPhone/iPod touch device?
  View the iPhone/iPod touch user guide for Mobile MerckMedicus at http://www.unboundmedicine.com/support/ub/userguides/merckmedicus_iphone

BlackBerry® – FAQs

• Can I install Mobile MerckMedicus on a BlackBerry® memory card?
  Yes. In fact, the BlackBerry application requires a memory card to complete the installation.
• How do I check the amount of memory available on my BlackBerry?
  Select Options from your device's home screen. Next, select Memory. Your free memory space will be listed on the next screen.
• Where can I find my user name?
  Your user name will be e-mailed to you after you have registered on the MerckMedicus site. If you do not receive a registration e-mail within 4 hours, please check the following:
  
  1.  Did you provide a valid e-mail address? If not, please re-register for the product with a      valid e-mail address
  2.  Is your e-mail account blocked or full? If so, please correct the problem. If the      registration e-mail does not arrive within 4 hours after your account is fixed, please re-     register for the product.
• Will Mobile MerckMedicus run on all BlackBerry devices?
  Mobile MerckMedicus will support any BlackBerry device that supports the use of a storage card. Storage cards are required to complete the installation to the device. At this time, we support all BlackBerry devices that use the BlackBerry OS 4.0 or higher.
• How do I install Mobile MerckMedicus on my BlackBerry?
  The BlackBerry install is performed over the air. Please follow these steps to download the application;

  1. Open your device’s Web browser and navigate to http://www.ubmed.com/bb/515
  2. Select the appropriate download, either Touch Screen or Non-Touch Screen.
  3. When the download completes, open the program and enter the user name and password to complete the installation.
• My BlackBerry informs me that a subscription is required to download Mobile MerckMedicus, but I have Wi-Fi access on the device. Can I download using Wi-Fi since I do not have a data plan?
  Yes, Mobile MerckMedicus can be downloaded using a Wi-Fi connection. To configure your BlackBerry, follow these steps;
  
  

  1. On your BlackBerry, select "Manage Connections" and place a checkmark in the Wi-Fi box.
  2. From the same screen, uncheck the Mobile Network box.
  3. Close the menu and open "Options."
  4. Select "Advanced Options" and then select "Browser."
  5. Set the "Default browser configuration" to "Hotspot Browser."
  6. Press the BlackBerry menu button and select "Save."
  7. Open the Web browser. It will now be connected to Wi-Fi, and you will be able to complete the download.
• How do I uninstall Mobile MerckMedicus?
  Uninstalling Mobile MerckMedicus from your BlackBerry device is a 2-part process. You must remove the data first, and then the application.
  
  To remove the data:
  

  1. Connect the device to your computer. If the device asks you to "Enable Mass Storage Mode," press "Yes."
  2. The computer will display an autoplay window on your computer screen.
  3. Press "Open Folder to view files."
  4. Open the Unbound Medicine Folder and the "mmo" file.

  To remove the application:
  

  1. Open the Options menu on your BlackBerry.
  2. Select Advanced options.
  3. Select Applications
  4. Locate the program and press the BlackBerry button. Then select Delete.
• How do I re-install Mobile MerckMedicus on a new BlackBerry?
  Locate your registration e-mail from MerckMedicus and retrieve your user name and password. Scroll to the bottom of that e-mail to find a link that will guide you through the re-installation process.
• Where can I learn more about using Mobile MerckMedicus on my BlackBerry?
  View the user guide for Mobile MerckMedicus at
  http://www.unboundmedicine.com/support/ub/userguides/merckmedicus_blackberry

Android™ – FAQs

• How do I enable Wi-Fi for my Android™ phone?
  1. Ensure that there is a Wi-Fi hotspot in your current location.
  2. open the Android Settings application.
  3. Select "Wireless controls."
  4. Select Wi-Fi. Your device will confirm that Wi-Fi has been activated.
• While installing Mobile MerckMedicus™ to my Android phone, I received the message "Install blocked for security, your phone is set to block installation of applications not sourced in the Android Market." What should I do?
  1. Press the "Settings" button on your phone. This will take you to the "Application Settings" page.
  2. Check the box beside the first option, "Unknown Sources." If this has been done successfully, the check mark will turn green.
  3. Press OK when prompted. Your device is now ready to download Mobile MerckMedicus.
• How can I determine how much memory I have remaining on my device?
  1. Access the Settings screen on your Android device.
  2. Select "SD Card & phone storage." The next screen has 2 main sections: SD Card and Internal phone storage. Under each section, "Available space" lists the amount of memory you have remaining.

  
  (Note: The application is normally stored by the internal memory, whereas the content of the application is stored on the memory card.)
• How do I uninstall Mobile MerckMedicus.?
  To uninstall, follow these steps:
  
  

  1. Press settings > Applications > Manage Applications
  2. Press MerckMedicus, then press "Uninstall."
• Where can I learn more about using Mobile MerckMedicus on Android devices?
  View the Android user guide for Mobile MerckMedicus at
  http://www.unboundmedicine.com/support/ub/userguides/merckmedicus_android

Windows Mobile® – FAQs

• I can’t install Mobile MerckMedicus on my PC.
  With some operating systems (notably Windows® NT, 2000, and XP Pro) you must have Administrator access to install some programs. You may need to contact your internal support department to assist with the installation if you do not have administrative rights on your PC.
• I get an error when I try to Sync for the first time.
  The main cause of synchronization error is not enough memory on your handheld. The memory requirements for Mobile MerckMedicus are listed in the Handheld Settings section of the user guide for Mobile, MerckMedicus at
  http://www.unboundmedicine.com/support/ub/userguides/merckmedicus_winmobile
  
  To check available memory:
  
  

  1. From the handheld’s Start Menu, choose Settings, then System, then Memory.,
  2. Check that you have the required storage memory. Some devices permit you to move the memory slider to increase available storage memory.

  
  To free additional space on your handheld:
  
  

  1. From the handheld’s Start Menu, choose Settings, then Remove Programs.
  2. Tap on the Program you would like to delete and then tap Remove.
• I ran the Installer and performed a synchronization, but I can’t find the application on my handheld.
  It's possible that some or all of the application did not get installed on the initial synchronization. To install:
  

  1. Synchronize again and check to see whether the application got installed.
  2. If the application did not install, check the amount of available memory on your device (see above),
• I had to perform a hard reset on my handheld. How do I reinstall Mobile MerckMedicus?
  A hard reset may wipe out all the applications and data in the device’s flash ROM. To reinstall the application, re-run the installer for Mobile MerckMedicus and follow the instructions on the screen.
• How do I log in to MerckMedicus?
  1. Direct your browser to this address:http://www.merckmedicus.com/pp/us/hcp/hcp_home.jsp
  2. Enter your user name and password in the Sign In section of the home page.
• I downloaded the installer, but now I can’t find it.
  There are 2 ways to solve this problem.
  
  The first way is to use the Search option of the Windows Start menu:
  

  1. From the Windows Start menu, select "Search" and then "For Files or Folders..."
  2. Enter MerckMedicus.exe in the field labeled "Search for files or folders named."
  3. Click the Search Now button.

  
  The second way is to download the installer again:
  
  

  1. Log in to MerckMedicus(see above, "How do I log in to MerckMedicus ?").
  2. Click the Mobile tab.
  3. Choose the Download Software link in the Mobile Resources section.
  4. Follow the onscreen instructions.
  5. For future reference, note the directory into which you download the installer.
• Can I install Mobile MerckMedicus on a memory card?
  Yes, the program can be installed on a memory card. When you first run the installer, you will be asked, "Do you want to install this application in the Default Directory?" Click No and then choose the card onto which you would like to install the application.
• How do I install Mobile MerckMedicus on a new handheld?
  Re-run the Installer and follow the onscreen instructions.
• How do I add or remove content from my handheld?
  1. Log in to MerckMedicus (see above, "How do I log in to MerckMedicus?",).
  2. Click on the Mobile tab.
  3. Check or uncheck the appropriate content and click the Update button.
  4. Sync your device buy removing it from its cradle and then placing it back on the cradle or by performing a wireless sync.
• After running the installation, my computer displays the message "CD Services/ActiveSync® not installed." What should I do?
  Please note that this installation is for devices running on the Windows Mobile operating system. Check to ensure that you have a Windows Mobile device. If you have a Palm®, BlackBerry®, or some other device, you must re-download the installation software and choose the appropriate software for your device.
  
  If you are using Windows Vista®, please ensure that you have the latest version of Windows Mobile Device Center installed on your PC. You can download the latest version of Windows Mobile Device Center at http://www.microsoft.com/windowsmobile/en-us/help/synchronize/device-center.mspx
• I recently changed computers, and now my Mobile MerckMedicus will not sync.
  Download the installation file and then reinstall Mobile MerckMedicus on your new PC.
  

  1. To download the program to your new computer, visit MerckMedicus at http://www.merckmedicus.com
     
  2. From MerckMedicus, log in and select the "Mobile" tab.
     
  3. Under Mobile MerckMedicus, press the "Reinstall Mobile MerckMedicus to your PDA" link. Please have your user name and password available to complete the download
• How do I uninstall Mobile MerckMedicus?
  Windows XP® users:
  
  

  1. Place the Windows Mobile device in its cradle.
  2. Open ActiveSync® on your computer from the Start Menu or click the green circular icon in the bottom right corner of your computer screen.
  3. From the Tools menu, select "Add/Remove programs."
  4. Highlight the text of the program and click the Remove button. Please note that you will have to remove each instance of the program one at a time.

  
  Windows Vista® users:
  
  

  1. Place the Windows Mobile device in its cradle.
  2. Open the Windows Mobile Device Center from the Windows Start Menu or click the green circular icon in the bottom right corner of your computer screen.
  3. Select Programs and Features, then click "More" followed by "Add/remove programs."
  4. Uncheck the MerckMedicus box program and click Ok.
• Where can I learn more about using Mobile MerckMedicus on my Windows Mobile device?
  View the Windows Mobile user guide for Mobile MerckMedicus at
  http://www.unboundmedicine.com/support/ub/userguides/merckmedicus_winmobile

Palm OS® – FAQs

• How do I resolve a Microsoft "Run Time" error received during my product installation?
  You have received this message because an outdated version of the Palm Desktop software is installed on your PC. To update your software free of charge, visit the Palm Web site at http://www.palm.com/us/support Then follow the steps below. Note: This update will only work for Palm TX®, Tungsten E2®, Palm Z22®, Treo® models 680 and higher, and Palm Centro®.
  
  

  1. On the support page, select the link for handhelds.
  2. Select the appropriate handheld.
  3. Under the Home tab in the Featured Support folder, press the link for Palm Desktop 6.2 and Hotsync® Manager.
  4. Press Download.
  5. Install the Palm Desktop 6.2 to your computer.
• I received the message "To activate Mobile MerckMedicus, please tap the "sync" button below." What should I do?
  Installation requires 2 synchronizations. If you have synced the device only once, please sync again.
  
  If you continue to receive this message, disable your Internet security, which might be preventing communication with our server.Note: The sync button on the screen will attempt to sync wirelessly. If your Palm is unable to connect to a WiFi hotspot, you must sync using the cradle/cable.
• Can I install Mobile MerckMedicus on a memory card?
  Yes. When you install Mobile MerckMedicus, you will be asked if you would like to install it to a memory card or to main memory. Select "Memory Card" if you would like to install to a memory card.
• How can I check the amount of available memory left on my device?
  On your device’s home page, tap the tab in the upper left corner, which displays the time. Choose "Delete" from the dropdown menu. The next screen will display your device’s memory information.
• How do I uninstall Mobile MerckMedicus?
  1. From the home screen of your Palm, click on the menu icon (located in the top left corner)
  2. When the Menu appears, choose "Delete..."
  3. Select the program and click the "Delete..." button.
  4. When prompted, confirm the deletion.
• How do I log in to the Web version of the Mobile MerckMedicus?
  To log in to the web version of Mobile MerckMedicus, visit http://www.merckmedicus.com and log in with your user name and password.
• Where can I learn more about using Mobile MerckMedicus on my Palm OS device?
  View the Palm OS user guide for Mobile MerckMedicus at
  http://www.unboundmedicine.com/support/ub/userguides/merckmedicus_palmos