HP Jornada 520 Series Pocket PC Users Guide

							Chapter 9 | Troubleshooting | 97 
 
 
 
The Reset button 
$
	,

In some cases, such as when your HP Jornada does not respond after being 
reset or when you forget your password, you may need to restore your HP 
Jornada to the factory default settings. This erases all data you have entered, 
including all files, system settings, and programs you have installed.  
To ensure the safety of your information should it be necessary to restore the 
factory defaults, you should regularly back up your data to your desktop PC 
(using ActiveSync) or to a CompactFlash card (using the HP backup 
application). For more information on backing up data, see “Backing up and 
restoring data” in chapter 3. 
 
 Restoring the factory default settings erases all files, programs, and data you 
have entered. You can restore only data that has been backed up to your 
desktop PC or CompactFlash card. (For more information, see “Backing up 
and restoring data” in chapter 3.) 
  
						

							98 | HP Jornada 520 Series User’s Guide    
 
 



1.  Disconnect your HP Jornada from ac power and disconnect it from 
your desktop PC. 
2.  Use the tip of the stylus to press and hold the Reset button on the 
back of your HP Jornada. 
3.  While holding the Reset button, press the On/Off button. 
4.  Release the Reset button.  
5.  Press the On/Off button again to restart your HP Jornada. 
 
After you restore the factory defaults, you will need to complete the Welcome 
Wizard and re-establish a partnership with your desktop PC. You may also 
want to restore data to your HP Jornada from your most recent backup file. 
For more information, see “Using your HP Jornada for the first time” in 
chapter 2 and “Backing up and restoring data” in chapter 3. 
2! 
If you have a specific problem, review the information below to see if you can 
quickly find the answer. Or, visit the HP Web site at www.hp.com/jornada
 for 
more information about common difficulties. 
Problem 
Diagnosis/Remedy
 
HP Jornada does not turn 
on when not connected to 
ac power. Power is too low to run your Pocket PC. 
Connect to ac power, and then turn on your 
HP Jornada. (Charge the battery regularly to 
avoid running out of battery power.) 
Battery runs out of power 
quickly. You are using your HP Jornada in ways that 
drain power quickly. Use external power to 
charge and power your device whenever 
possible, especially when using a 
CompactFlash card that requires significant 
power (such as a modem card or NIC). 
For more information, see “Managing 
power” in chapter 5. 
HP Jornada does not auto-
suspend when connected to 
a desktop PC. The HP Jornada is designed to stay on 
while connected to a computer. This is the 
correct behavior. No action is needed.  
						

							Chapter 9 | Troubleshooting | 99 
 
 
Problem Diagnosis/Remedy 
HP Jornada automatically 
shuts down/suspends. Power is too low to run the Pocket PC. 
When a critically low power condition is 
encountered, the HP Jornada initiates a 
safety shutdown. Connect to ac power and 
charge the battery.  
–or– 
Auto-suspend activated. To conserve 
power, the HP Jornada auto-suspends if it is 
idle for 1 minute immediately after power is 
turned on. It also auto-suspends if it is 
continuously idle for 3 minutes. 
–or– 
HP Jornada is locked up. Connect to 
external power, and reset your HP Jornada. 
(See “Resetting your HP Jornada” in this 
chapter.) (Caution: You may lose any 
unsaved data when resetting.) 
HP Jornada locks up when 
running applications, or it 
runs slowly. HP Jornada is locked up. Connect to ac 
power, and reset. (See “Resetting your HP 
Jornada” in this chapter.) Note: Check to 
ensure that the device is not running low on 
power, and avoid running several 
applications at the same time. Use HP task 
switcher to close applications that are not in 
use. 
HP Jornada does not turn 
on or display appears to be 
off, even though power is 
on. The display contrast and brightness are too 
low. Use HP settings to adjust contrast and 
brightness for optimal viewing. (Refer to 
“Adjusting settings” in chapter 5.) 
Use HP settings to choose 
Outdoor in very 
bright light and 
Low Power in very dark 
conditions. (Refer to “Adjusting settings” in 
chapter 5.) 
–or– 
The device has been reset. After a reset, the 
screen remains blank for approximately 3 
seconds after pressing the On/Off button.  
						

							100 | HP Jornada 520 Series User’s Guide    
 
 
Problem 
Diagnosis/Remedy
 
HP Jornada does not turn 
on or display appears to be 
off, even though power is 
on. HP Jornada has run out of power. Charge 
the device by connecting to ac power
 
Backup file created with the 
HP backup application on 
another HP handheld device 
cannot be restored to the 
HP Jornada. Only PIM data can be migrated to HP 
Jornada 520 Series Pocket PCs. Because 
the HP Jornada 520 Series Pocket PC uses 
a newer operating system, it is 
recommended that you restore PIM data 
from an older device by using Microsoft 
ActiveSync or Microsoft Outlook rather than 
HP backup. Synchronize your older HP 
handheld device with Microsoft Outlook on 
your desktop PC, and then establish a new 
partnership to transfer data to your new HP 
Jornada. 
Difficult to install or run 
software from previous HP 
handheld on HP Jornada 
520 Series. Software that runs on previous HP handheld 
devices may not run on your HP Jornada 
520 Series Pocket PC. Because the HP 
Jornada 520 Series Pocket PC uses a 
newer operating system, software built for 
previous-generation Windows CE for palm-
sized PCs (such as HP Jornada 430/420) 
may not run on your HP Jornada 520 
Series. Check with the software vendor for 
an upgrade or newer version that will run on 
the HP Jornada 520 Series. 
Inaccurate response to 
stylus tap. The calibration of the touch screen may be 
off. Realign the touch screen by pressing 
and holding the On/Off button to open the 
Align Screen control panel. 
Cannot find or replace main 
or backup battery. The HP Jornada 520 Series is designed with 
an integral high-performance rechargeable  
Li-ion battery for operation and data 
retention. You need only connect to external 
power to charge the battery for 
uninterrupted usage and data retention.  
						

							Chapter 9 | Troubleshooting | 101 
 
 
Problem Diagnosis/Remedy 
Cannot reset the factory 
default settings because 
there is no backup battery. Refer to “Resetting your HP Jornada” in this 
chapter. Note that all data in device memory 
will be erased. 
Unable to locate files in 
CompactFlash memory in 
applications. Files must be stored in the My Documents 
folder on the CompactFlash card. Create the 
My Documents folder using File Explorer, 
and move files into this folder. 
Data is lost. 
HP Jornada has run out of power. Restore 
data from a backup file on your desktop PC 
or a CompactFlash card. 
–or– 
Factory default settings have been restored. 
Restore data from a backup file on your 
desktop PC or a CompactFlash card. 
= 
This section offers troubleshooting help for connecting your HP Jornada to 
other computers. For problems communicating with your desktop PC, see 
ActiveSync Help. 
1


9
1
1




		 
Make sure the network to which you are trying to connect supports Point-to-
Point Protocol (PPP). Your ISP or network administrator can verify this. 
Verify that the dialing location is correct. On the 
Start menu, tap 
Settings, and 
then tap 
Connections, 
Modem, 
Dialing to ensure the 
Location field reflects 
your current location. 
(
		

1 
Make sure the modem is firmly seated and connected to your device and the 
telephone jack. 
Disable Call waiting. On the 
Start menu, tap 
Settings, and then tap the 
Connections tab. Tap the Modem icon, and then on the 
Dialing tab, select 
the
 Disable call waiting check box and enter the disable code specified by 
your telephone company.  
						

							102 | HP Jornada 520 Series User’s Guide    
 
 
-1




1
) 
	
 If you are unable to use infrared to transfer information between Windows-
powered devices, try the following: 
• Transfer only one file, or no more than 25 contact cards, at a time. 
• Position the infrared ports so that they line up and are less than 20 cm 
(8 inches) but more than 5 cm (2 inches) apart. 
• Make sure nothing is between the two infrared ports.  
• Adjust the room lighting. Some types of light interfere with infrared 
communication. Try moving to a different location or turning off some 
lights. 
/

		
1 
The following solutions may help if you encounter problems when using a 
network card for network connections. Additional troubleshooting information 
is available in Connections Help on the device and ActiveSync Help on the 
desktop PC. 
• Verify that your NIC is compatible with the HP Jornada 520 Series Pocket 
PC. 
• Verify that you have added necessary server information. On the 
Start 
menu, tap 
Settings. On the 
Connections tab, tap 
Network. Tap your 
installed adapter (usually your Ethernet cards name) and enter any 
necessary information. Most networks use DHCP, so you should not have 
to change these settings unless your network administrator instructs you 
to do so. 
• If 
Network Connection is not listed as a connection method in the 
ActiveSync dialog box when starting synchronization, wait a few minutes 
and try again. Also, if synchronization does not start right away, the 
network is probably busy, and it may take a minute for your device to 
connect to the network. 
• Make sure that the proper drivers for your card are installed on the device. 
For more information, see the owner’s manual for the network card. 
• Verify with your network administrator that your user name and password 
are correct. 
• Verify with your network administrator that the network you are trying to 
connect to is available, or try to connect to it from another computer.   
						

							Chapter 9 | Troubleshooting | 103 
 
 
• You may need to change the device name if you are trying to connect to a 
network and cannot because another device with the same name is 
already connected. To change the device name, on the 
Start menu, tap
 
Settings. On the 
System tab, tap 
About, and then the 
Device ID tab. 
1

	
		
1 
The following solutions may help if you encounter problems when connecting 
to your desktop PC. Additional troubleshooting information is available in 
Connections Help on your HP Jornada and ActiveSync Help on your desktop 
PC. 
• Ensure the device is turned on. 
• If a modem or Ethernet card is inserted into your device, remove it. 
• Ensure that you do not have any other active connections. On the 
Start 
menu, tap
 Today. Tap 
 or  at the bottom of the screen and then 
tap 
Disconnect. 
• Ensure the cable is securely plugged into the COM port on the back of 
your desktop PC. Use the cable that came with the device without any 
extra cables or extenders attached. 
• Plug the other end of the cable securely into the correct port on your 
device. If you are using a cradle, push your device securely into the 
cradle. 
(! 
If you are having trouble viewing data on your HP Jornada screen, follow 
these suggestions. 
	

1

Follow these steps if the screen remains dark or if the device does not 
respond when you briefly press the On/Off button: 
• Press the Tasks hot key to ensure that the display is on. 
• Adjust the display contrast and brightness. On some devices, the screen 
can be darkened or lightened until the device appears to be powered off. 
(Refer to “Adjusting settings” in chapter 5.) 
• Reset the device. After a reset, the screen remains blank for 
approximately 3 seconds after pressing On/Off buttons. 
• Charge the device by connecting to ac power.  
						

							104 | HP Jornada 520 Series User’s Guide    
 
 
	



Prolonged exposure to direct sunlight may cause your device screen to 
temporarily darken. This is normal for LCD screens and is not permanent. 
,

	



+




 
Use HP settings to adjust contrast and brightness for optimal viewing. (Refer 
to “Adjusting settings” in chapter 5). In very bright light, select the 
Outdoor 
profile in HP settings. In very dark conditions, select the 
Low Power profile. In 
a dark room, you may also need to ensure that the backlight is on and/or 
position a lamp so that the light shines directly on the screen. 
	

+

 
If you are having a hard time viewing a document in Notes, try changing the 
size of the view. To do this, tap a zoom percentage on the 
Tools menu. In 
Pocket Word and Pocket Excel, tap 
Zoom on the 
View menu and then select 
a zoom percentage. In Pocket Internet Explorer, tap 
Text Size on the 
View 
menu, and then select a size. 
If you are having a hard time viewing Pocket Outlook data, try enlarging the 
display font. To do this within Calendar, Tasks, or Contacts, tap 
Tools, then 
Options, and then select 
Use large font. 
						

							| 105 
 
 

	*
!
You can obtain product information as well as tips and hints on how to get 
more from the HP Jornada product at our Worldwide Web site. This computer 
service is provided free of charge; you pay only for telephone charges and 
Internet service fees. To connect to this Web site from a computer via the 
Internet, go to www.hp.com/jornada
.  
 
If you have questions that this User’s Guide or the Web site does not answer 
(after checking the contents and index), you can contact Hewlett-Packard 
Worldwide Support and Services for Handheld Products at the telephone 
numbers listed in the following table.  
If the device requires service, contact Hewlett-Packard for service information, 
shipping instructions, and out-of-warranty service charges before you send 
your device to HP for repair.  
In countries not listed in the table, contact the Hewlett-Packard authorized 
dealer or sales office.  

*
For diagnostic instructions and other service information, contact one of the 
technical support numbers listed. Please do not ship your device for service 
without first contacting a Hewlett-Packard office. If your device qualifies for in-
warranty service, be ready to supply a dated proof of purchase. In countries 
not listed in the following table, contact the Hewlett-Packard authorized dealer 
or sales office.  
Before you contact us for help, be sure to:  
1.  Review the manuals whenever possible.  
2.  Have the following information about the product:  
• model number  
• serial number  
• purchase date   
						

							106 | HP Jornada 520 Series User ’s Guide     
 
 
3.  Have your product ready to use. The support personnel may ask you  to run tests and other operations.  
4.  Organize your question or problem. The more detailed information  you can provide, the quicker the support personnel can help you.  
\b 
$6\b\b 	$	$	 
You will be pleased to know that our commitment to quality does not stop at 
the sale. Our worldwide customer support network is available to give you 
personal telephone service should you need it.  
Telephone  
Buenos Aires  
Rest of the country     
54-11-4778-8380 
0810-555-5520  
ext. 4778/8380 
Australia   61-3-88778000  
Austria   43-711-4201080  
Belgium (Dutch)  32-2-6268806  
Belgium (French)  32-2-6268807  
Brazil  
Sao Paulo 
Rest of the country   
11-3747-7799 
0800-157751 
Canada   1-905-2064663 
Chile   56-800-360999  
China   86-10-65645959  
Czech Republic  420-2-61307310  
Denmark   45-39-294099  
Finland   358-20347288  
France   33-1-43623434  
Germany   49-1-805258143  
Greece   30-1-6896411  
Hong Kong   800-967729  
Argentina  Country
/Region