1. My phone and the Shield Basic application is acting weird. What should I do?
  2. I’m having trouble login into Shield Basic. What should I do?
  3. I forgot my password. What should I do?
  4. I can’t find Shield Basic in the App Store, App World or Android Market. What should I do?
  5. What should I do when I get the error message “This is not your primary device.”?
  6. Is it possible to have my police services bylaws preloaded into the application?
  7. My police service has issued its members Blackberry’s to use while working the road. Is a Blackberry Enterprise Server (BES) edition available?
  8. Do you currently offer the Shield Basic application for desktops?
  9. The Shield Basic Application is missing some content such as some of the Provincial Acts or the Criminal Code. What should I do?
  10. When accessing the application with my Blackberry, I am getting error: “SECURITY_ERR: DOM Exception 18” or error: “ERROR RESET DATABASE: Type error: Result Expression "db" [undefined] is not an object.”  What should I do?


Question 1. My phone and the Shield Basic application is acting weird. What should I do?

If too many applications are open, it can slow down your device and cause applications to not work properly.  Try closing down other applications and if needed reboot your device.  Blackberry devices sometimes require the battery to be pulled out in order to clear the memory.

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Question 2. I’m having trouble login into Shield Basic. What should I do?
  1. Make sure the Caps Lock is turned off.
  2. Some devices automatically default the first character in a text field in upper case.  If this is happening make the appropriate change during logon.
  3. If you can’t remember your username/email for logon, use the contact us feature on this website and send a message to the support team.  They will be able to assist you on locating the email you used to create your account.
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Question 3. I forgot my password.  What should I do?

If you have forgotten your password, go to the subscription page on this website and at the bottom click “Forgot your password?”  Enter your email that you used to create the Shield Basic account and push “submit”.   This will send you an email with password.

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Question 4. I can’t find Shield Basic in the App Store, App World or Android Market. What should I do?
  1. Confirm that you have a supported device.  Visit the Information page on this website for further details on supported devices.
  2. Only phones with Canadian carriers can locate the application in their respective App Store.  American carriers are currently not supported.
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Question 5. What should I do when I get the error message “This is not your primary device.”?

A Shield Basic subscription/licence is for one device only.  If you attempt to login to your Shield Basic account from a different device, you will receive this error message.  If you wish to transfer your licence to another device, go to the subscription page on this website and login as a member.  Once logged in, you will see an “Update Device” button.  Click it and use your new device to access Shield Basic.  This will complete the licence transfer. 
If you wish to have two or more accounts to access the application on multiple devices, you will be required to create a separate account for each device.  Each account will require a valid email address.

In rare cases with some Android devices, you may receive this message when you did not access the application from a different device.  Contact the Shield Basic team by using the Contact Us feature on this website.

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Question 6. Is it possible to have my police services bylaws preloaded into the application?

Yes, it is possible. Shield Technologies have developed a Blackberry Enterprise Server (BES) version of the Shield Basic application. If a police services wishes to equip their members with the Shield Basic app on their issued Blackberry’s, the bylaws, contacts and policies can be preloaded into the application. Have your police service contact the Shield Basic team for further details. Enterprise pricing is available.

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Question 7. My police service has issued its members Blackberry’s to use while working the road. Is a Blackberry Enterprise Server (BES) edition available?

Yes. Shield Technologies developed two Blackberry Enterprise Server versions. One version for Blackberry’s with internet access and one version for services that limits internet access to their members. Have your police service contact the Shield Basic team for further details and enterprise pricing.

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Question 8. Do you currently offer the Shield Basic application for desktops?

Yes. Shield Technologies does offer a desktop and mobile desktop version of the Shield Basic application. Police services who wish further information including enterprise pricing, should contact the Shield Basic team.

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Question 9. The Shield Basic Application is missing some content such as some of the Provincial Acts or the Criminal Code. What should I do?

This happens when the download/update was interrupted or the internet connection was lost during the update.  If you are using an Apple or Android device simply uninstall and reinstall the application when in a good internet zone, preferably WiFi. 
If you are using a Blackberry, do the following:

  1. Open the Shield Basic application and at the login screen you will see a “clear content and logoff” button.  This will delete the content from within the database and log you off.
  2. Restart your Blackberry.
  3. Open the Shield Basic application and logon using your email and password.  The application will then ask you to download the content once again.  Make sure you are in a good internet zone, preferably in a WiFi area and then download the content.  Do not interrupt the download.
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Question 10. When accessing the application with my Blackberry, I am getting error: “SECURITY_ERR: DOM Exception 18” or error: “ERROR RESET DATABASE: Type error: Result Expression "db" [undefined] is not an object.”  What should I do?

If you are receiving one of the error messages above or one similar on your Blackberry phone, it can be of a result of a few things:

  1. You do not have a media card installed, and/or
  2. You do not have a data plan on your phone through your phone carrier, and/or
  3. The Shield Basic database got corrupted during download or during an update with poor internet connection usually through the phone towers.  It is important to be connected to a WiFi when doing your download or updates.  Do not interrupt the download.

If you believe your database is corrupted.  Please do the following procedures in order.

  1. Open the Shield Basic application and at the login screen click the “clear content and logoff” button.  This will delete the content from within the database and log you off.
  2. Restart your Blackberry.
  3. Open the Shield Basic application and login using your email and password.  The application will then ask you to download the content once again.  It is important to be in a good internet zone, preferably in a WiFi area and then download the content.  Do not interrupt the download.

If you are still receiving an error message, try the following:

  1. Delete Shield Basic from your phone
  2. Restart your phone and make sure the phone is not connected to a computer via USB or any other connector.
  3. Start the Media application and in the menu click “Explore”
  4. Navigate to /Media Card (or /Device on some phones)
  5. Select “Show Hidden” in the menu
  6. Navigate to  /BlackBerry/system/appdata/rim/webstorage  (the path may be a slightly different depending on phones)
  7. Once you see the Shield Basic folder, delete it.
  8. Some Blackberry's might have a different route to access the hidden Shield Basic folder.
  9. Once the hidden folder is deleted, reinstall Shield Basic.  It is important to be in a good internet zone, preferably WiFi.  Do not interrupt the download.

If you are having troubles locating and deleting the hidden Shield Basic folder.  Contact the Shield Basic team for technical support.  A member can walk you through step by step.

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