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App FAQ
Software and Phone Requirements
My EAP is designed for the
- Apple iPhone (3G and 4G), iPod Touch, iPad,
- RIM’s Blackberry Bold, Curve and Torch models, and
- Android devices
If you plan to use an iPhone, iPod Touch, and iPad, OS 4 and above software is required. If you’re running older device software you will need to update the software before you can access the app. Visit http://www.apple.com/ios/ for more information.
Also, if you plan to use a BlackBerry, device software V 5.0 or higher is required. If you’re running older device software you will need to update the software before you can access the app.
Visit http://us.blackberry.com/apps-software/devices/ for more information.
If you plan to use an Android device, OS 2.2 and above is required. If you’re running older device software you will need to update the software before you can access the app. Visit http://www.android.com/ for more information.
To access the app, you will need a subscription to a data plan or a WiFi connection. To find out more about what is a data plan, please see commonly asked questions. If you do not have a data plan and would like more information on getting one, please refer to your mobile service provider for further details.
Blackberry users only
APN Settings
TLS Settings
Why Can’t I download the My EAP App?
To run the App you will need a Blackberry Curve, Bold or Torch device with operating system 5.0 and above.
If you cannot find the App when searching through the Blackberry App World or the download button for the App in App World is not displayed, this means you don’t have a device that meets the minimum requirements. Please follow the operating system update instructions.
Why am I getting the message “This application is not available on your device or for your carrier”
To run the App you will need a Blackberry Curve, Bold or Torch device with operating system 5.0 and above.
APN Setting and Why do I need it?
APN (also known as Access Point Name) allows you to establish a direct connection to the internet via your data plan. This is not a mandatory setting you need to have configured. However, to play the videos on the My EAP app, BlackBerry devices users may need to configure APN (Access Point Name) settings.
Before you start configuring APN settings, you will need following information from your wireless carrier: APN, username and password. It may happen that the username and password for your particular wireless service provider is not set and in that case, just leave it blank.
How to configure APN settings - For OS 5 – Rogers
- On Home screen, click Options.
- Click Advanced Options > TCP
- Enter the APN,
- APN: internet.com; leave the username and password settings blank
Press the Menu key and select Save
  
Note: If this does not work, call Rogers and get the "internet.com Access Point Name" added to your account. If they say it already exists, tell them to load up the records anyway, just to double check.
How to configure APN settings – For OS6 - Rogers
Setup the APN by going to Options >> Device >> Advanced System Settings >> TCP IP and enter the following information based on your carrier.
  
APN: internet.com; leave the username and password settings blank
For Bell, Telus users you will follow the same steps for the device but will have a different APN to input.
Bell APN: pda.bell.ca, leave the username and password settings blank
Telus APN: sp.telus.co, leave the username and password settings blank
Note: If the following instructions do not work, please contact your mobile carrier and ask for further instruction for APN settings.
TLS Settings: What is it and what does it mean to me?
Short for Transport Layer Security, TLS protocol guarantees privacy and data integrity between the user (client) and host (server) application while communicating over the Internet. In other words, TLS provides a protection which ensures that the data is both consistent and correct, in both the client and server applications. If you are an E-counselling client and/or user, and you will be accessing your E-Counselling message manager via Blackberry device, please make sure that the settings on your mobile phone are correct. Please refer to the details below to adjust your settings if needed.
**TLS settings are only required for corporate devices
Install instructions for Blackberry OS5
- Go to Options > Security Options > Advance Security Options> TLS
- Change TLS default from “Proxy” to “Handheld”
- Save changes
Install instructions for Blackberry OS6
- Go to Options> Security > Advanced Security Settings > TLS
- Under Proxy TLS uncheck “Enabled”
- Save changes
   
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