Frequently Asked Questions



TELEMATICS
TWIG WEB FINDER
MAN DOWN ALERT
GENERAL
TWIG LOCATOR
ACCESSORIES
GPS
CONNECTIVITY
TRACER
EMERGENCY MESSAGING
CONFIGURING DEVICE
DRIVERS
TWIG PROTECTOR
NAVIGATION
MULTIMEDIA

TELEMATICS


Q. Can I use GPRS connection to telematics?

TWIG Discovery Pro and TWIG Locator are supporting both SMS and GPRS based telematics in SW releases that are currently shipping. Check that the software version in Discovery Pro is later than CD1P/Q/R/S.02.074.00000 and in Locator later than CL1L.05.005.000.

SW version in Discovery can be checked by pressing *#0000# in IDLE screen. In Locator the SW version is checked using the PC configuration tool l2update.exe or locator.exe available in our support site

Software updates are available also in our support site



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Q. What does Telematics mean?

Telematics with TWIG devices means sending and receiving position based on GPS locations. Position is sent either via specific SMS message or via internet using GPRS connection. SMS is typically used when position is sent from one phone or device to another. This is so called Peer-to-peer communication. When position is sent to backend systems, like TWIG Web Finder, GPRS connection is in use. Devices can be configured so, that primary method is GPRS, but in case the connection is unavailable SMS will be used to deliver the message.

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Q. Where can I get information on the MPTP messages ?

You can download a free introductory version of the SMS -based protocol document from our support site for your reference. If you wish to implement the protocol or get full documentation please contact our salesoffice for licencing the protocol.

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TWIG WEB FINDER


Q. Can I locate my Benefon Esc! devices with TWIG Web Finder? What about Benefon Track, Trackbox etc?

Yes. Not all functions may be compatible though.

Please note that the Add Device -function in TWIG Web Finder works automatically and instantaneously for all TWIG devices, but old Benefon devices need to be pre-registered with us prior to using Add Device.

Please email to sales@twigcom.com, including in message the IMEI number and product type (e.g. Benefon Esc!) of each Benefon device you wish to connect to TWIG Web Finder, and request to register these devices to TWIG Web Finder.

Please refer to the attached instruction (for TWIG Discovery device) which is also applicable to how to set up Benefon Esc!: TwigWebFinderDiscoveryFreeTest.pdf

If you do not want the Benefon Esc! to prompt user approval for each location request, please do the following:
- Store 'TWIG Services' in the Friend Find list with phone number +447624808944
- Authorize 'TWIG Services' to track the device



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Q. Do I need to email to sales@twigcom.com to claim my free TWIG credits, as instructed by the leaflet in the sales box?

All TWIG devices are now automatically registered to TWIG Web Finder, and any applicable free credits are automatically activated

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Q. Can I upgrade my TWIG Discovery or TWIG Locator to GPRS telematics?

Yes, software upgrades are available to upgrade your TWIG device to latest GPRS version. Latest firmware for TWIG devices with softing instructions is available at TWIG Support FTP.

Depending your existing product version, some of these upgrades (from TWIG Discovery to TWIG Discovery Pro) may involve a fee. Please contact support@twigcom.com for details.



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Q. Why does not my now GPRS-upgraded TWIG Discovery or TWIG Locator appear to use GPRS with TWIG Web Finder?

Please contact TWIG Support with the IMEI number of your upgraded device. If a TWIG device has been earlier used with TWIG Web Finder as a SMS-only device, and then upgraded to GPRS version, it needs to be pre-registered in order to activate the GPRS function in TWIG Web Finder. You can also self check if the SW version of the TWIG Discovery Pro is CD1P.02.073.xxxxx or later (the 3rd set of characters appears bigger e.g. CD1S.02.078.00000) and the TWIG Locator SW version is CL1L.05.xxx.xxxx or later ( e.g. CL1L.05.005.0000). The SW can be upgraded to GPRS version from our support pages. TWIG Discovery Pro from here and TWIG Locator from here. Please note, that TWIG Discovery navigation phone does not support GPRS connection, but is using SMS -based telematics only.

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Q. How much does it cost to use TWIG Web Finder service?

You can create and operate a TWIG Web Finder user account free of charge. Also adding mobile devices to your user account is free of charge (Old SMS-only devices require a pair of SMS messages to be sent).

All TWIG devices come with an initial free TWIG Web Finder use period, typically 30 days or 100 days. Other than TWIG devices have no free initial use period with the service.

After the initial free period your user account is charged 34 TWIG credits per month for each mobile device connected to your user account. Each TWIG credit costs 0.20 euro, so using TWIG Web Finder costs you 6.80 euro per device per month. (Prices as of January 2013, including VAT 24%. Please check TWIG Eshop for current pricing.)

Your user account is charged 1 TWIG credit (0.20 euro) for each SMS message sent from TWIG Web Finder server. 

TWIG Web Finder can now communicate with TWIG Discovery Pro and TWIG Locator alternatively over GPRS data or conventional SMS. (Communication with all other devices is over SMS only) GPRS airtime fee (typically 5 euro per device per month) is usually substantially lower than SMS cost when frequent location updates are required. If no recurring tracking of mobile devices is required, it may be more cost effective to use SMS communication.

You can choose GPRS or SMS telematics for each device, based on which one provides best service and economy for your use. (Device management / Edit device)



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MAN DOWN ALERT


Q. How does the Man Down Alert work?

Man Down Alert is functioning based on 3 axis accelometer that is mounted to main PCB on a module. Module is pre-programmed to initiate same Emergency Cycle as the Emergency button on top of  every TWIG Discovery. The alert will be launched when programmed paramaters are met. You can change the alert orientation from horisontal to vertical. When the phone is tilted more than 45 degrees the module starts to monitor also the movement. If the movement is bigger than defined in the parameters the alert will be launched.

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Q. Can I change the tilt angle of the Man Down Alert?

There are several options to fine tune the operation of the module. Among these settings you can change the tilt angle, that is as default 45-degrees. Changing these settings require a dedicated programming tools that do not follow with the handset. Please contact our Customer Care to change these settings.

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Q. Can I just change the software to activate the Man Down Alert?

The Man Down Alert is not installed on every TWIG Discovery Pro. The module can be installed to existing TWIG Discovery Pro models by factory upgrade. Please contact our Salesoffice for further information and pricing.



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GENERAL


Q. Where can I download the PC Tools software so that I can link up my mobile phone and computer?

With the PC Tools software you can customise your mobile phone by adding sounds & images. In addition, you can synchronise your mobile with Lotus Notes® (5.9), MS Outlook® (Office 2000), Outlook Express® (contacts only)  and Lotus Organizer® 6.0. To install PC Tools, download the installation programme from the CD provided with the phone. 

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Q. Can I download a ring tone or a wallpaper to my phone?

Use PC Tools to transfer to your phone any other image from your PC. TWIG supports WAV music files and JPG,GIF, aGIF, BMB and PNG picture formats



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Q. Where can I find information on health issues and mobile phones?

Information is written in the user manual of the handset in the CD ROM. You can also download an electronic version of the manual from our support site.


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Q. Where can I buy telephones and accessories online?

A whole range of accessories is already available on-line at www.twigworld.com

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Q. My phone doesn't seem to start when I connect it to the charger

If the battery gets extremely empty and the phone is left battery connected without charging for long time, the first start may take long time. Typical time is in few minutes, but if the storage time is long, it may take up to few hours. This is normal operation.

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Q. Are TWIG products Windows Vista compatible?

Current version of TWIG Discovery and Discovery Pro PC programs are compatible with Windows 2000 and Windows XP. TWIG Locator PC configuration program is also compatible with Windows Vista. The SW is not digitally signed, so you will get security warning depending your PC settings.

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Q. My battery seems to get empty rapidly

Using GPS, Bluetooth or Navigation is consuming much more power than typical mobile phone. It is advisable to use them only when needed and switch them off when not. If those are needed frequently either charger or car charger should be used to charge battery.

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Q. PC Tools doesn't connect via USB

TWIG PC Tools is supporting Win2000 and WinXP operating systems. Make sure, that you have latest Service Pack installed. Minimum SP2 in Win2000. Some computers also require BIOS to be updated before connection is available although installation would be succesful or connection via terminal program, such as HyperTerminal or Configurator would work.

Windows Vista installation is possible, although it is not supported. This requires the installation to be done in WinXP compatibility mode. Please refer to Windows operation instruction for further information on it.

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TWIG LOCATOR


Q. Why the Geofencing and Tracking stop on power off ?

Older versions of the TWIG Locator firmware was designed to reset Trackings and Geofencing if the unit was powered off or if it made soft reset by itself. Solution is to load new FW from our FTP server. FW release CL1L.05.005.0000 will not reset those anymore. Further more it gives other improvements to e.g. power management.

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Q. How can I turn the TWIG Locator to Charging only mode?

Older than 2.10 Firmwares could be started to charging only mode, where the GSM part is off and only battery is charged. This was done by simply connecting charger when the Locator was off. In releases after that (Rel 2.11 & 3.0 and latest CL1L.05.005.000) the charging only mode is possible via pressing button while connecting charger.
Turn the device off by pressing the Power on/off button. Keep Emergency button pressed when you connect charger until the Locator turns on and the LED's lit. Charging only mode is shown on blinking GSM LED.

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Q. GPS max search time

Maximun search time effects directly to TWIG Locators ability to obtain position. Typically cold GPS receiver, i.e. unit that has been without position for several hours requires 1-2 minutes to get position fix. This is further effected if the unit is in motion. GPS max search time should be kept around 5 minutes. Internal SW logic will turn the GPS off immeaditely when the position is got. This happens with warm receiver, i.e a unit that has had position within last hours in seconds.

Current Locator configuration PC program allows programming too short GPS max search time. Locator FW version 2.11 is setting 1 minute as default if no other setting is made. This is too small and 5 minutes should be programmed.

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Q. Max allowed movement in Anchor mode

If the max allowed movement is very small, some false alarms may be received. This depends on the location and installation of the TWIG Locator. If it is difficult to get GPS fix, the accuracy of position is also worse and may cause false alarm. Suggested to use bigger radius than 250 meters to avoid false alarms.

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Q. Locator FW version CL1L.06.004.000 doesn't start automatically

New release of Locator FW has new features, that are described in the user manual, available in the support.twigworld.com. New release starts as default to "charging only" mode, when connected to charger. If Locator is used e.g. in vehicle installations where automatic power on/power off is needed, based on available external power, it can be configured the following way:
Setting #33 ON/OFF timer to 1 (active)
Setting #36 Power off delay to valid value (default 2 min)
After configuration turn on the Locator and let it shut down automatically. After this every connection of external power turns on the Locator and disconnection of external power shuts down after power off delay.
If additionally there is accelerometer present and/or Start up timer is needed, they can be configured with settings 34,35,37,38. Accelerometer requires the HW to support this. This is marked in type label with G (Locator G) and can be seen also in the #45, HW version (2)

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Q. Battery LED is lit long times

If GPRS telematics is configured, battery LED is lit when ever the GPRS connection is established. If the settings are invalid, it may take up to several minutes before the LED turns off. If a reconnect or heartbeat interval is defined, the LED will be lit every time connection is tried.

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Q. Charging doesn't seem to start

If the battery of Locator gets empty and the unit is not charged, slow discharging continues. The longer it is kept uncharged with attached empty battery, the emptier the battery gets. When the unit then is connected to charger it may be, that charging is not starting properly and the unit doesn't power on even being one hour on charger. This can be corrected by disconnecting and reconnecting the charger. This may be needed  up to several times if battery is extremely empty.

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Q. How can I remotely control Locator GPS mode ?

Locator has a basic position interval it uses in normal operation. This is set with "GPS Update in basic mode", setting with configuration tool. If you send remotely a configuration message from e.g. TWIG Pro Tracer, TWIG Hunter or Benefon ESC! to set "GPS FULL" the setting is over ridden. GPS is shortly set to FULL and the mode is kept until mode is remotely changed to something else (OFF or Economy) or Locator is restarted. If the Mode is remotely set to GPS OFF the mode is kept until remotely set to other or Locator restarted regardless of any location request or active tracking. If the mode is set to GPS ECO, normal GPS Basic mode update interval is resumed.

If tracking is active and GPS is not changed to OFF or FULL tracking process and location request process control the GPS operation. In active tracking GPS is used with tracking interval unless the "GPS mode in tracking mode" is shorter. If so, the setting is used. Example: GPS mode in tracking mode is set to 2 minutes and tracking is set to 10 minutes interval. Tracking message is sent every 10 minutes, but position is locally calculated every 2 minutes. If location request is received and position is older than 2 minutes position is aquired before sending.

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Q. Tracking (SMS-based) stops in Timer modes

Tracking operation is automatically resumed when using GPRS-based telematics. If unit turns off with Timer, Motion Sensor or Charger -operation, tracking is not resumed, when using SMS-based Telematics (SW:CL1L.06.004.0000).

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ACCESSORIES


Q. What accessories are available for my TWIG Discovery?

We provide a full set of accessories to you with TWIG Discovery. This includes wired headset, suction pad car holder, charger and car charger and USB cable.

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Q. Is there a Car Kit available for TWIG ?

In the salesbox of the TWIG Discovery you can find a Car Holder with windscreen suctionpad. Full dublex Car Kit is not available.

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Q. Bluetooth headset doesn't work properly

With some Bluetooth headsets TWIG may not route the voice of teh calling party to headset properly. A fix for that is available by upgrading the SW to CD1?..02.078.0000 version available in our support pages.

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GPS


Q. What is GPS?

"GPS is the world’s first satellite navigation system. It was developed and is maintained by the U.S. Government’s Department of Defense. GPS consists of 3 key elements: satellites in space, monitoring stations on Earth and your GPS receiver. GPS has 24 active satellites that circle Earth in orbital paths, sending out radio signals from their position in high orbit. Each satellite’s signal covers a large area of the earth’s surface and they are orbiting so that your GPS receiver back on Earth is always getting signals from at least 4 satellites (the number you need to pinpoint your location)  unless covered by obstacles on earthe surface. There are 5 monitoring stations: the master station in USA and four unmanned stations around the globe. Your GPS receiver picks up signals from GPS satellites to work out your location. Each satellite transmits low power radio signals. The signals travel by so-called ‘line of sight’. This means they pass through clouds, glass and plastic, but not usually through solid objects, such as buildings."

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Q. Do I need to be outside to use GPS?

Yes, GPS is operating based on weak signals transmitted from satellites. These signals do not penetrate solid objects and thus clear visibility to the sky is needed. It is however possible to get a position if room has e.g. large windows or a non-metal roof. Once the initial position has been calculated by the receiver the position is easier to maintain also inside such buildings. You can see the current mode with the colour of the top frame in the phone screen. Green colour means valid position. The smaller the circles in the right top corner are, the more accurate position. If the bar is blue there is no valid position. Blue means that the receiver is sleeping between position calculations. To find out actual situation you can check the GPS monitor in the main menu.

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Q. Does the GPS work inside my car?

Yes, but some cars have a thin metal layer in windows which can block GPS signals. Typically the windscreen can have such layer while the side windows mat not be covered. Thus the location of the phone in the cradle should be close to such window is otherwise possible.

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CONNECTIVITY


Q. How can I connect the TWIG Discovery with my PC/Laptop?

You can connect your TWIG Discovery to your PC/Laptop using the Bluetooth interface or an USB adapter.

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Q. What else can I do with the PC Tools software?

TWIG Discovery allows PC synchronization with Outlook® Express, MS Outlook®, Lotus Notes® and Lotus® Organizer, with the PC Tools software suite. Please note limitations of supported versions (Lotus Notes® (5.9), MS Outlook® (Office 2000), Outlook Express® (contacts only) and Lotus Organizer® 6.0). PC Sync implements a Bluetooth interface and USB adapter, in order to exchange pictures and sounds as well as backing up data and managing contacts. Programs handle the datafields in such a way, that synchronization may not copy all data.

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Q. Does TWIG Discovery have integrated modem?

Yes, it has an integrated GPRS data modem Class B/Multislot 10. The higher class of GPRS (Global Packet Radio Service) you have, the more efficient services you get. Class 10 means the ability to manage 4 time slots for downloads and 2 time slots for upload simultaneously. Today, class 10 is the highest class implemented in a mobile phone

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Q. What are the characteristics of the TWIG Discovery regarding WAP?

WAP colour image viewer for GIF, PNG, JPG, BMP and WBMP picture formats. WAP browser supports WAP 2.0 and XHTL browsing.

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Q. Do I need some special settings to use GPRS technology?

Yes, your GPRS phone needs to be configured to make it possible for you to use the GPRS technology. You also need to subscribe to GPRS. If the right settings are not already entered in the phone, you may have to contact your operator. Some operators have a service to send settings over the air to the phone. e.g. sending "asetukset benefon twig" to 15400 with Finnish Sonera SIM card returns settings as configuration messages to the phone.


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Q. Which version of Java does TWIG Discovery support?

Currently there is no Java support in TWIG Discovery. The primary function of the TWIG Discovery phone is to serve as personal navigation tool. The main function of TWIG Discovery Pro is on safety and security and Java applications may compromise the integrity of the device.

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TRACER


Q. What maps are supported by Tracer?

Tracer application is using simple rastermaps, that are basically PNG -format images. Each image has its own world file that defines the coordinates of the corner points. Tracer is using WGS84 datum and lat/long coordinate system. Basically any map should be possible to be converted to be used with the Tracer. Currently there are no commercial tools availabe to do the conversion. If you are interested to use your own maps, please contact our Customer Care for cost and schedule.

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Q. What is Tracer for?

Tracer is a application to monitor other devices like Discovery or Locator. You have a simple use interface to request the position of another device. Position will appear on the map via SMS message if the recipient is allowing it. You will have a compass view to navigate to the target. The application can be used to e.g. locate your family member carrying a TWIG Locator ot TWIG Discovery.

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Q. Can I install Tracer to my TWIG Discovery ?

Tracer application is a part of the TWIG Discovery Pro options. You can change the software of the phone with version that has Tracer if you purchase the upgrade. Please contact our salesoffice for upgrade or visit our eShop.

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Q. Can I use Navigation maps on Tracer?

No, since Tracer is using simple raster maps that are different format than those used by Navigation.

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EMERGENCY MESSAGING


Q. Can I have different messages with Alert button and Man Down Alert

There are several options to fine tune the operation of the Emergency messaging. Among these parameters you can change behaviour of the emergency cycle and message. Changing these settings require a dedicated programming tools that do not follow with the handset. Please contact our Customer Care to change these settings

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CONFIGURING DEVICE


Q. All fields in Locator configuration tool are grey and disabled

This can happen if you use old version of the configure.cfg file. Please make sure you have the same versions file in the program work directory. Latest version is possible to download from our support site.


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DRIVERS


Q. Uninstalling USB Drivers on Protector and Locator

If you have a need  to uninstall USB drivers from your PC, you can use utility available from
http://www.ftdichip.com/Resources/Utilities.htm. The vendor ID is 192C and Product ID is 0002.


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TWIG PROTECTOR


NAVIGATION


Q. What can I do with the Personal Navigation feature?

You can calculate the shortest or fastest route between two points. There are several options to define the destination from simple address to Points of interest. You can also exchange position information with other TWIG users and use that information for route calculation. You can also request a position from e.g. TWIG Locator that is placed on your boat, family member or motorcycle.

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Q. What kind of maps I can use?

We are providing a set of maps with each TWIG Discovery. You can buy additional maps of other countries via TWIG eShop

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Q. What countries are covered with maps?

Initially you will receive maps of your own country that you can specify while purcasing the phone. Maps are delivered in memory card (Mini-SD). When travelling to another country you can buy maps for those. Please visit our eShop for updated list of maps.

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Q. I get error "Unable to load map files! (0)(1)(3)" -message when starting Navigation

Maps can only be used on the phone where they are programmed for. Each SD-card has maps for certain IMEI, so they are not changeable from phone to phone. If the maps are original in rare occation the SD-card contents may have got corrupted. In this case contact our Customer Care for replacement data. Please provide the IMEI of the handset in the email. You will get a download link to get new maps which you can copy to SD-card. Futher instructions on our Support Site.



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Q. My TWIG Discovery now says that the map data is over 1 year old.

TWIG Navigation maps are currently not updated but your TWIG Navigation continues fully working. If you want to remove this notice you can upgrade your phone software to latest one. The instructions to SW change are available in our public download area ftp://support.twigworld.com/Public/Discoveryupdate/Discovery/. From Discovery sub folder, you can find SW update instruction and latest phone SW.

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MULTIMEDIA


Q. What are the supported formats of images and pictures?

The display allows you to view colour images in BMP, WBMP, GIF, JPEG and PNG.

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