HP IPAQ H5100 And H5500 Series Pocket PC Users Guide

							User’s Guide 11–1
11
Troubleshooting
Use the following suggestions to troubleshoot problems with the 
iPAQ Pocket PC.
Common Problems
Problem Solution
I cannot see 
anything on the 
screen.• Be sure the iPAQ Pocket PC is powered on.
• Be sure the iPAQ Pocket PC is connected to the AC 
Adapter and the Universal Desktop Cradle.
• Reset the device by using the stylus to lightly press the 
reset button on the bottom of the unit.
• Remove and replace the battery.
I cannot keep 
my battery 
charged.• Always keep the iPAQ Pocket PC connected to the AC 
Adapter when you are not using it.
• In the backlight settings, adjust the bar to a lower level to 
conserve more battery power.
• Turn off Bluetooth and Wireless LAN (h5500 only) when 
not in use.
The backlight 
keeps turning 
off.• In Backlight Settings, increase the amount of time the 
backlight stays on if not in use.
• Select the option to turn on the backlight when you touch 
the screen or push a button.
304926-001.book  Page 1  Wednesday, April 23, 2003  9:02 AM 
						

							User’s Guide 11–2
Troubleshooting
I want to travel 
with my iPAQ 
Po c ke t  PC .• Back up your information.
• Take a copy of your backup with you on a SD memory 
card.
• Disconnect all external devices.
• Take the AC Adapter and Charger Adapter with you.
• If you re also traveling with a notebook computer, carry 
your USB cable and charge your unit using your 
notebook computer.
• Keep your iPAQ Pocket PC in a protective case and keep 
it in your carry-on luggage.
I want to travel 
internationally 
with my iPAQ 
Po c ke t  PC .Be sure you have the plug adapter appropriate for the country 
you are visiting.
I want to turn off 
Bluetooth and 
Wireless LAN 
for air travel• To turn off Bluetooth, from the Tod ay screen, tap the 
Bluetooth icon, then select Turn Bluetooth OFF.
• To turn off Wireless LAN (h5500 only), from the Tod ay 
screen, tap the iPAQ Wireless, then tap the WLAN 
icon.
I want to ship my 
iPAQ Pocket PC 
to a repair 
facility.1. Back up your information.
2. Disconnect all external devices.
3. Pack your iPAQ Pocket PC and any external devices 
requested by Customer Support in protective packaging. 
Include any additional documentation or items as 
instructed by Customer Support.
Problem Solution
304926-001.book  Page 2  Wednesday, April 23, 2003  9:02 AM 
						

							Troubleshooting
User’s Guide 11–3I cannot connect 
to a network.• Be sure you have added the necessary server 
information.
• Be sure the network you are attempting to connect to is 
not busy.
• Be sure the proper drivers for your card are installed.
• Be sure your user name and password are correct.
•Tap Start > Settings > Connections tab > 
Connections and check your connection settings. Tap 
OK when you are finished to save your changes.
• Be sure the hardware you are using with your iPAQ 
Pocket PC is properly configured and operational.
• Reset the device by using the stylus to lightly press the 
reset button on the bottom of the unit.
When I try to 
open the Inbox, 
Ireceive an 
error or the 
application 
hangs.Limit the number of e-mail services you create.
I get an error 
when I try to 
record a note 
in Calendar or 
in Tasks.Try using a more compressed recording format in Calendar or 
Tasks (8,000 Hz, Mono [.7 KB/s] is the most compressed 
format available). To switch to a more compressed recording 
format, from the Tod ay screen, tap Start > Settings > 
Input > Options tab.
I want to see the 
current date.1. From the Tod ay screen, tap Start > Calendar.
2. Tap  t h e  Go-to-Today icon to see today’s date.
I cannot 
see all my 
appointments.Be sure the appointment you created is in the selected 
category.
Problem Solution
304926-001.book  Page 3  Wednesday, April 23, 2003  9:02 AM 
						

							User’s Guide 11–4
Troubleshooting
I cannot find 
the document 
or workbook 
Isaved.Pocket Word and Excel recognize and display documents in 
only one folder below My Documents. For example, if you 
created another folder in the Personal folder in My 
Documents, the documents in that folder will not be shown.
To find your document or workbook, from tap Start > 
Programs > File Explorer. Open the folder you created, 
then tap the file you’re looking for.
My device is 
always asking 
me for a 
password.Tap  Start > Settings > Personal tab > Password to be 
sure the password settings are configured as you wish.
I cannot get the 
Fingerprint 
Reader to work.• Be sure your finger is clean when enrolling and scanning 
your fingerprint.
• Be sure you are scanning one of the fingers you enrolled.
• Be sure to use a constant speed when scanning your 
fingerprint.
• Be sure to go through the Fingerprint Training as many 
times as necessary.
I cannot find files 
sent to me by 
another device.Check My Documents, which is the default save location used 
to receive files.
Problem Solution
304926-001.book  Page 4  Wednesday, April 23, 2003  9:02 AM 
						

							Troubleshooting
User’s Guide 11–5
ActiveSync
For more information on Microsoft ActiveSync, refer to 
Chapter 2, “Using ActiveSync.”
Problem Solution
I cannot connect 
to my computer 
using the cable 
or the Universal 
Desktop Cradle.• Be sure you have installed Microsoft ActiveSync 3.7 or 
higher on your host computer before connecting your 
iPAQ Pocket PC to it.
• Be sure your iPAQ Pocket PC is connected to the sync 
cable or inserted in the Universal Desktop Cradle, and 
that the sync cable or cradle is connected to your 
computer.
• Be sure your iPAQ Pocket PC is securely seated in the 
synchronization cradle and is making contact with the 
cradle connector.
• If you are using a serial cable, be sure it is plugged into 
the COM port on your host computer.
• If you are using a USB cable, be sure you are running 
Microsoft Windows 98SE, Me, 2000, or XP and that you 
have installed Microsoft ActiveSync 3.7 or a later version 
on your computer. Also be sure you are connecting 
directly to a USB port on your computer and not through 
a USB hub.
• Uninstall and reinstall ActiveSync.
• If you are running personal firewall software, try 
disabling it. If you are then able to synchronize, contact 
the software vendor to information on configuring the 
required exclusions to eliminate this problem.
304926-001.book  Page 5  Wednesday, April 23, 2003  9:02 AM 
						

							User’s Guide 11–6
Troubleshooting
I connected my 
iPAQ Pocket PC 
before installing 
Microsoft 
ActiveSync.1. Disconnect the USB or serial cable from your computer.
2. In Windows 98, 2000, or NT 4.0, click Start > 
Settings > Control Panel > System. The Device 
Manager opens automatically. Locate and select the USB 
or the serial device record and click Remove (Uninstall in 
Windows 2000).
3. Restart your computer and allow it to detect the USB 
device.
4. Install Microsoft ActiveSync 3.7 or higher.
5. Reconnect the iPAQ Pocket PC cable or Universal Desktop 
Cradle.
Microsoft 
ActiveSync 
cannot locate my 
iPAQ Pocket PC 
when 
Isynchronize.• Be sure the device is on.
• Be sure all cables are securely connected.
• Remove your iPAQ Pocket PC from the Universal Desktop 
Cradle or disconnect it from the Autosync Cable, power 
on the unit by pressing the Power button, then put it 
back in the synchronization cradle or connect it to the 
cable.
• If your iPAQ Pocket PC is inserted into an Expansion Pack 
or cover and then into the Universal Desktop Cradle, try 
removing it and then placing the Pocket PC alone back 
into the Universal Desktop Cradle.
• Reset the device by using the stylus to lightly press the 
Reset button on the bottom of the unit.
•Check Connection Settings in ActiveSync on your 
personal computer to ensure the communications port 
you are using is active.
I cannot open 
e-mail in the 
Inbox after I 
restore using 
Microsoft 
ActiveSync.Use Microsoft ActiveSync to synchronize your iPAQ Pocket PC 
with your personal computer. For more information, refer to 
the “Synchronizing with Your Computer” section in Chapter 2.
Problem Solution
304926-001.book  Page 6  Wednesday, April 23, 2003  9:02 AM 
						

							Troubleshooting
User’s Guide 11–7
Expansion Cards
For more information on expansion cards, refer to Chapter 6, 
“Using Expansion Cards.”
I tried to 
synchronize 
a workbook 
and the file 
is unresolved 
in Microsoft 
ActiveSync.Pocket Excel does not support all Excel formatting; therefore, 
Microsoft ActiveSync cannot synchronize the file.
Problem Solution
Problem Solution
I cannot get my 
iPAQ Pocket PC 
to recognize the 
expansion card.• Be sure you have firmly pushed the expansion card 
down into the iPAQ Pocket PC. 
• Be sure you have inserted the appropriate card into the 
appropriate slot.
• Be sure any third party drivers are installed.
I cannot insert 
my card.• Be sure the label is facing the front of the unit.
• Be sure you are not inserting the card at an angle.
• Be sure you insert the connection area first.
I cannot remove 
my SD card.Push the SD card in to release the locking mechanism. The 
card will pop out slightly and can then be easily removed.
My iPAQ Pocket 
PC cannot 
recognize 
my card.• Be sure you have loaded any drivers that came with the 
expansion card you purchased.
• Reset the device by using the stylus to lightly press the 
Reset button on the bottom of the unit.
304926-001.book  Page 7  Wednesday, April 23, 2003  9:02 AM 
						

							User’s Guide 11–8
Troubleshooting
Bluetooth
For more information on Bluetooth, refer to Chapter 8, “Using 
Bluetooth.”
Problem Solution
I cannot discover 
another device.• Be sure Bluetooth is turned on.
• Move closer to the device.
• Be sure you have not limited your ability to see devices.
• Be sure the device you are attempting to connect to is on 
and allows access to being discovered by other devices.
I can see other 
devices, but I 
cannot connect 
or exchange 
data with them.• Be sure Bluetooth is turned on.
• Move closer to the device.
• Be sure the other device has not restricted your access.
• Try initiating pairing from the other device. Some 
Bluetooth-enabled device can only initiate pairing and 
cannot respond to pairing requests from other devices.
Other devices 
cannot find or 
connect to my 
device.• Be sure Bluetooth is turned on.
• Move closer to the device.
• Be sure you have not restricted other devices from 
finding yours.
• Check your Bluetooth settings to ensure you have 
allowed your device to be discovered and others to 
connect.
Other devices 
do not receive 
my correct 
business card 
information.• Be sure you have correctly set up your business card 
information in Bluetooth Settings.
•Check Bluetooth Settings to be sure you have not 
restricted this function.
The iPAQ Pocket 
PC cannot find 
my Bluetooth- 
enabled Mobile 
phone.• Be sure your mobile phone is in discoverable mode.
• Contact your mobile phone manufacturer and ask if there 
is a firmware upgrade.
304926-001.book  Page 8  Wednesday, April 23, 2003  9:02 AM 
						

							Troubleshooting
User’s Guide 11–9
Wireless LAN (h5500 only)
For more information on Wireless LAN, refer to Chapter 9, 
“Using the Wireless LAN.”
Problem Solution
I cannot connect 
to an access 
point.• Be sure the WLAN is on.
• Be sure the device identified the network you want to 
connect to.
• Be sure you provided any necessary authentication keys 
if prompted by the system.
• Be sure your iPAQ Pocket PC is within range of the 
access point.
I am connected 
to an access 
point, but I 
cannot browse 
the Internet.If the wireless network you are connected to connects to 
Work, the network may require a proxy. To set up the proxy:
1. Ask your network administrator for the proxy settings.
2. Ta p  t h e  Connections icon > Add Proxy Server.
3. Refer to “Setting Up Proxy Server Settings” in Chapter 9 
for more information.
I do not see my 
wireless network 
on my iPAQ 
Po c ke t  PC .Your wireless network could be a non-broadcasting network.
1. Tap the Connections icon > Settings.
2. Ta p  t h e  Advanced tab > Network Cards > Add 
New Settings.
3. Follow the instructions on the screen.
I cannot turn 
the Wireless 
LAN on.• Be sure you have enough battery charge. If the battery is 
low, your iPAQ Pocket PC will not turn on the WLAN in 
order to conserve power.
• Reset the device by using the stylus to lightly press the 
Reset button on the bottom of the unit.
304926-001.book  Page 9  Wednesday, April 23, 2003  9:02 AM 
						

							User’s Guide A–1
A
Regulatory Notices
Federal Communications Commission 
Notice
This equipment has been tested and found to comply with the 
limits for a Class B digital device, pursuant to Part 15 of the FCC 
Rules. These limits are designed to provide reasonable protection 
against harmful interference in a residential installation. This 
equipment generates, uses, and can radiate radio frequency 
energy and, if not installed and used in accordance with the 
instructions, may cause harmful interference to radio 
communications. However, there is no guarantee that interference 
will not occur in a particular installation. If this equipment does 
cause harmful interference to radio or television reception, which 
can be determined by turning the equipment off and on, the user 
is encouraged to try to correct the interference by one or more of 
the following measures:
■Reorient or relocate the receiving antenna
■Increase the separation between the equipment and receiver
■Connect the equipment into an outlet on a circuit different 
from that to which the receiver is connected
■Consult the dealer or an experienced radio or television 
technician for help
304926-001.book  Page 1  Wednesday, April 23, 2003  9:02 AM