HP Jornada 560 Series PDA Users Guide
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Chapter 9 | Troubleshooting | 137 Problem Diagnosis/Remedy Difficult to install or run software from previous hp handheld on hp Jornada 560 series. Software that runs on previous hp handheld devices may not run on your hp Jornada 560 series personal digital assistant. Because the hp Jornada 560 series personal digital assistant uses a different processor and a new version of the Pocket PC operating system, software built for previous-generation Pocket PCs (such as hp Jornada 430, 420, 520, or 540 series) may not run on your hp Jornada 560 series. Check with the software vendor for an upgrade or newer version that will run on the hp Jornada 560 series. Inaccurate response to stylus tap. The calibration of the touch screen may be off. Realign the touch screen. Press and hold the hp home menu hot key to open the Align Screen control panel. 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.
138 | hp Jornada 560 series personal digital assistant User’s Guide Remote Connections This section offers troubleshooting help for connecting your hp Jornada to other computers. For problems communicating with your desktop PC, see ActiveSync Help. Able to dial out, but unable to make proper connection Make sure the network to which you are trying to connect supports Point-to- Point Protocol (PPP). Your Internet service provider or network administrator can verify this. Verify that the dialing location is correct. On the Start menu, tap Settings, and then on the Connections tab, tap Connections. On the Dialing Locations tab, select the location you are dialing from and confirm that the settings are appropriate for that location. Modem connection is unreliable 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 on the Connections tab, tap Connections. On the Dialing Locations tab, select the Disable call waiting check box. Select the disable code specified by your telephone company from the drop-down list. Unable to use infrared transfer between Windows- powered devices 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 1 meter (3 feet) but more than 5 cm (2 inches) apart. • Make sure nothing is between the two infrared ports.
Chapter 9 | Troubleshooting | 139 • Adjust the room lighting. Some types of light interfere with infrared communication. Try moving to a different location or turning off some lights. Network Connection Problems 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 560 series personal digital assistant and that you have installed the proper drivers for the hp Jornada. • In the properties for your network adapter, ensure that you have properly configured the IP settings, and the addresses of your DNS servers and/or WINS servers. Check with your network administrator to determine the proper settings. • 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 to assign IP addresses dynamically; you should not have to change or enter an IP address 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. • 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.
140 | hp Jornada 560 series personal digital assistant User’s Guide • 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 tap the Device ID tab. Cradle Connection Problems If you are having trouble connecting to your desktop PC using the USB cradle, try these possible solutions. For additional, up-to-date troubleshooting information, refer to ActiveSync Help on your desktop PC or to the Microsoft Mobile Devices Web site at www.microsoft.com/mobile/pocketpc . • Ensure you have installed the correct version of ActiveSync on your desktop PC. Install the version ActiveSync included with your hp Jornada 560 series personal digital assistant. • Ensure that your hp Jornada is on. • 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 USB port on the back of your desktop PC. Connect the USB cable directly to your desktop PC— do not run the cable through a USB hub. • Enable the USB connection on your hp Jornada. On the Start menu, tap ActiveSync. On the Tools menu, Options. Under Enable synchronization when cradled using, select USB connection from the drop-down list. • Ensure the USB connection is enabled in ActiveSync on your desktop PC. Refer to ActiveSync Help on your desktop computer. If the USB connection is already enabled, disable the USB connection, close the Connection Settings window, and then reopen and re-enable the USB connection. • Reset your hp Jornada before putting it in the cradle to connect. For more information, see “Resetting Your hp Jornada,” earlier in this chapter.
Chapter 9 | Troubleshooting | 141 • Always disconnect your hp Jornada before you restart your desktop PC. • Connect only one Pocket PC or personal digital assistant to your desktop PC at a time. Display Problems If you are having trouble viewing data on your hp Jornada screen, follow these suggestions. Screen is Blank Follow these steps if the screen remains dark or if the device does not respond when you briefly press the power button: • Press and hold the notification button/LED to ensure that the display is on. • Reset the device. After a reset, the screen remains blank for approximately 3 seconds after pressing the power button. • Charge the device by connecting to ac power. Display is Difficult to See in Dark Rooms Use hp settings to adjust the display brightness for optimal viewing. (Refer to “Adjusting Settings” in chapter 6). 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 turn on the backlight or position a lamp so that the light shines directly on the screen. Use hp settings to set the backlight to come on automatically in dark conditions. Screen is Hard to Read 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, on the View menu, tap Zoom and then select a zoom percentage. In Pocket Internet Explorer, on the View menu, tap Text Size and then select a size.
142 | hp Jornada 560 series personal digital assistant User’s Guide 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.
| 143 10 | Support and Service Web site 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 . Customer support If you have questions that the 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. Service 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:
144 | hp Jornada 560 series personal digital assistant User’s Guide • model number • serial number • purchase date 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. Contacting Hewlett-Packard Worldwide 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 Argentina All other cities 54-11-4778-8380 54-0810-555-5520 Australia 61-3-88778000 Austria 43-0660-6386 Belgium (Dutch) 32-(0)2-6268806 Belgium (French) 32-(0)2-6268807 Brazil Sao Paulo All other cities 55-11-3747-7799 55-0800-157751 Canada 1-905-2064663 Chile 56-800-360999 China 86-(0)10-65645959 Czech Republic 42-(0)2-4717327 Buenos Aires Country/Region
Chapter 10 | Support and Service | 145 Telephone Denmark 45-(0)39-294099 Finland 358-(0)20347288 France 33-(0)1-43623434 Germany 49-(0)1-805258143 Greece 30-(0)1-6896411 Hong Kong 852-300-28555 Hungary 36-(0)1-12524505 India 91-11-6826035 Indonesia 62-21-3503408 Ireland 353-(0)1-6625525 Israel 972-9-9524848 Italy 39-(0)2-26410350 Japan 81-0570-000511 Korea Seoul All other cities 82-(0)2-32700700 82-080-9990700 Malaysia 60-(0)3-2952566 Mexico Mexico City All other cities 52-58-9922 01-800-4726684 Netherlands 31-(0)20-6068751 New Zealand 64-(0)9-3566640 Norway 47-22-116299 Philippines 66-2-8673551 Poland 48-22-375065 Country/Region
146 | hp Jornada 560 series personal digital assistant User’s Guide Telephone Portugal 351-4417199 Russia 7-095-9235001 Singapore 65-2725300 South Africa / Middle East 41-22-7807111 Spain 34-91-782-0109 Sweden 46-(0)8-6192170 Switzerland 41-(0)-848-801111 Taiwan 886-2-27170055 Thailand 66-2-6614000 Turkey 90-1-2245925 UK 44-870-608-3003 USA 208-323-2551 Venezuela Caracas All other cities 2-207-8488 58-800-10111 Vietnam 84-88234530 All Customer Care Centers are available during office hours. Pre-sales Information in the USA is available 24 hours per day, 7 days per week. Support & Service in the USA can be contacted from 5 am to 5 pm Pacific Time, Monday through Friday. Country/Region