FAQ

Contents


Getting started

Questions

Q1: Do I have to be online to install Emma? Q2: How do I get log in information to Emma? Q3: Who approves new users? Q4: Why must I be registered in Emma? Q5: Can I change my registration data? Q6: I have forgotten my password, what do I do? Q7: Do I have to install Emma when a new version is released? Q8: What languages does Emma support?

Answers

Q1: Do I have to be online to install Emma? A1: No you don't have to be online to install Emma, but you must have the latest version of the Emma installer. Go to the Emma homepage: http://software.sonymobile.com/emma. Under Application/Downloads, click Emma Installer. Note: User registration and the first log in have to be done online. Q2: How do I get log in information to Emma? A2: Register your data in the Log in window by clicking New user registration. Then you will be contacted by the Regional User Administrator. Internal SEMC users should apply in profile view. Q3: Who approves new users? A3: The Regional User Administrator approves new users. It can differ from region to region to where he/she is located, all according to local Sony Mobile directives. A Regional User administrator needs to manually approve and activate the account. Normal administration time is less than a week. You will get an e-mail as notification. Q4: Why must I be registered in Emma? A4: All users need to have a username and a password to log in. The registration information is used to identify the user. All permissions are connected to the username. From a security point of view Sony Mobile need to keep track of who is using Emma. Q5: Can I change my registration data? A5: Yes. Click Tools > Preferences... > User Settings in the Main menu. Q6: I have forgotten my password, what do I do? A6: You can receive a new one-time-only password. In the Log in window, click Get new password and fill in the information that is asked. Q7: Do I have to install Emma when a new version is released? A7: No. Emma is updated automatically. Q8: What languages does Emma support? A8: Emma supports English (default) and Chinese. The language used is determined by the Windows languages settings and will automatically use Chinese texts if Windows is set to use Chinese, otherwise English will be used. If you want to override the Windows settings for Emma, e.g. in order to run Emma with Chinese texts on a computer with Windows set to use English, you'll need to add the following lines to the Emma.ini file found in the installation directory: -nl zh In order to run Emma with English texts when the Windows is configured to use Chinese add these lines to Emma.ini: -nl en


Using Emma

Questions

Q1: Can Emma support simultaneous flashing? Q2: What phone models can I use with Emma? Q3: What can I do offline? Q4: Is it possible to downgrade software? Q5: How far does P2P work? Q6: Can I use both Label Make II and Emma on the same computer? Q7: Why does Emma sometimes restart after login?

Answers

Q1: Can Emma support simultaneous flashing? A1: Yes, see Parallel Flashing Recommendations in the User Guide. Q2: What phone models can I use with Emma? A2: All commercially released Sony Ericsson and Sony Mobile phone models which have not reached end of support. Q3: What can I do offline? A3: All services that you have run or downloaded, except for activation and WiFi MAC address substitution which are online services only. Q4: Is it possible to downgrade software? A4: No. Only the latest released software is available. Q5: How far does P2P work? A5: In general P2P is active to the nearest firewall or router. Q6: Can I use both Label Make II and Emma on the same computer? A6: Yes. Q7: Why does Emma sometimes restart after login? A7: Emma has installed updates and needs to restart.


Connectors

Questions

Q1: I have connected a USB cable to my computer but I can't see the connector in Emma. Why?

Answers

Q1: I have connected a USB cable to my computer but I can't see the connector in Emma. Why? A1: You need to connect a phone and wait for the identification to finish (60-90 s) before the USB icon appears. Don't forget to press and hold the C-button (or equivalent) if it is a USB phone.


Services

Questions

Q1: Why do I get different Service lists before running a service and after a completed service? Q2: What services can I run? Q3: What services are available in Emma? Q4: Can I download services to my computer without running the service? Q5: Can I update already downloaded services to my computer without running the service? Q6: I do not see the Customize service, what is the problem? Q7: I cannot search for a Sales Item, within "Download Services", what should I do?

Answers

Q1: Why do I get different Service lists before running a service and after a completed service? A1: Emma communicates with the phone and presents different service lists depending on the content of the phone and depending on your user permissions. Q2: What services can I run? A2: The services you have permission to run depend on your user profile. Q3: What services are available in Emma? A3: See the model specific Service Information (SI) and the Emma User Guide (Services/Service List) for more information. Q4: Can I download services to my computer without running the service? A4: Yes, click Tools > Download Services... in the Main menu. Q5: Can I update already downloaded services to my computer without running the service? A5: Yes, click Tools > Manage Local Services... in the Main menu. Q6: I do not see the Customize service, what is the problem? A6: Check that the phone contains DPY/Z SW, without it you can't run Customize service. If you have DPY/Z in your phone, perhaps you do not have permissions to run a Customize service. Q7: I cannot search for a Sales Item, within "Download Services", what should I do? A7: First search for the phone model, by entering it in the "Model" box and pressing "Server Search", then place the Sales Item number in the "Filter List" box.


Security

Questions

Q1: Why can't I use service cards with Emma? Q2: When do I need a USB Activation Dongle? Q3: How do I get a new PIN code for my USB activation dongle?

Answers

Q1: Why can't I use service cards with Emma? A1: Service cards are no longer supported by Emma. Instead, a USB activation dongle is used for access to the Activation service. Q2: When do I need a USB Activation Dongle? A2: When you want to run an Activation service. Q3: How do I get a new PIN code for my USB activation dongle? A3: See the Emma User Guide (Security/USB Activation Dongle)


Support

Questions

Q1: How do I send feedback about Emma? Q2: How is Emma supported? Q3: I found an error in Emma, what do I do? Q4: If I am missing a SW in Emma, who should I contact? Q5: Where can I find the Emma log file? Q6: What can I do to speed up my support issue? Q7: What is a clean Emma log? Q8: My Emma client doesn't start, what's wrong?

Answers

Q1: How do I send feedback about Emma? A1: You can send feedback to your User Administrator or to CS-Applications: CS-Applications.Support@sonymobile.com Q2: How is Emma supported? A2: CS-Applications handle the system support. You reach CS-Applications at: CS-Applications.Support@sonymobile.com Q3: I found an error in Emma, what do I do? A3: You send in an error report. Q4: If I am missing a SW in Emma, who should I contact? A4: Check with your Regional User Administrator so that you have the correct permissions. If you have the correct permissions and still do not see the SW, contact BOSS. Q5: Where can I find the Emma log file? A5: You can find the Emma log file in the Emma installation directory, usually: C:\Program Files\Sony Mobile\EMMA\log\emma.cry Q6: What can I do to speed up my support issue? A6: Fill in all relevant information, service name, phone model, user name etc. Attach error message. Attach a clean Emma log. Q7: What is a clean Emma log? A7: To get a clean Emma log you should close Emma and move or delete all old Emma log files. Then start Emma. If possible remove all unnecessary devices (unused connectors etc.). Reproduce the problem or error, only. Close Emma (this is important or the log will be incomplete). Send in the clean Emma log file with your error report. Q8: My Emma client doesn't start, what's wrong? A8: Check if you have a Windows hardware wizard open. If you do, close it, as it most likely causes a conflict with Emmas drivers.