Palm M130 Handheld Instructions Manual

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APPENDIX B
Frequently Asked Questions
If you encounter a problem with your handheld, do not call Technical Support until 
you have reviewed the following list of frequently asked questions, and you have 
also reviewed the following:
nThe README file located in the folder where you installed the Palm™ Desktop 
software on your computer 
nThe Helpnote folder located in the folder where you installed the Palm Desktop 
software on your Windows computer (or on your Palm Desktop software 
CD-ROM) 
nThe Palm Desktop online Help
nThe 
Palm Desktop Software for the Macintosh User’s Guide located in the 
Documentation folder in the Palm Desktop software folder
nThe “Palm Support Assistant” knowledgebase, accessible at 
www.palm.com under the Support section
nThe most recent Palm™ m100 series handheld HelpNotes on your regional web 
site
If you are still having problems, contact Technical Support. For 
US and International telephone numbers, go to
 www.palm.com.
NOTEThousands of third-party add-on applications have been written for the 
Palm  OS® handhelds. Unfortunately, we are not able to support such a large number 
of third-party applications. 
If you are having a problem with a third-party application, 
please contact the developer or publisher of that software. 
						

							Appendix B Frequently Asked Questions
174
Software installation problems
Problem Solution
The Palm Desktop Installer 
Menu did not appear when I 
inserted the CD-ROM into my 
Windows computer.1.Click the Start button.
2.Choose Run from the Start menu.
3.Click Browse.
4.Locate your CD-ROM drive and select the Setup.exe file. 
5.Click Open.
6.Click OK.
I cannot install Palm Desktop 
software on my Windows 
computer.Try the following:
1.Disable any virus scanning software on your computer.
2.Press CTRL-ALT-DELETE and end all tasks except Systray and 
Explorer.
NOTEIf a dialog with buttons appears instead of a list of 
tasks, click the Task List button and then end all tasks 
except Systray and Explorer.
3.Make sure your computer has at least 30 MB of disk space 
available.
4.Delete all temporary files.
5.Run ScanDisk on your computer.
6.Reinstall Palm Desktop software.
I cannot install Palm Desktop 
software on a Mac computer.Try the following:
1.Disable any virus scanning software on your computer.
2.Quit any open applications.
3.Make sure your computer has at least 25 MB of disk space 
available.
4.Reinstall Palm Desktop software. 
						

							Operating problems
17 5
Operating problems
Problem Solution
I don’t see anything on my 
handheld’s screen.Try each of these in turn:
nPress an application button to ensure your handheld is 
turned on.
nTap the Contrast icon   in the upper-right corner of the 
Graffiti
® writing area. If the Contrast dialog box appears, 
adjust the contrast by holding down the up scroll button for 
a few seconds. If this doesn’t work, hold the down scroll 
button for a few seconds.
nIf your handheld was exposed to cold, make sure it is at 
room temperature.
nRecharge the handheld.
nPerform a soft reset. If your handheld still doesn’t turn on, 
perform a hard reset. See “Resetting your handheld” in 
Appendix A.
IMPORTANTWith a hard reset, all records and entries stored in 
your handheld are erased. Never perform a hard reset unless a 
soft reset does not solve your problem. You can restore any data 
previously synchronized with your computer during the next 
HotSync
® operation. See “Performing a hard reset” in Appendix 
A for instructions on restoring your data.
I get a warning message 
telling me my handheld 
memory is full. nPurge records from Date Book and To Do List. This deletes 
To Do List items and past Date Book events from the 
memory of your handheld. See “Purging records” in 
Chapter 5. You may need to perform a HotSync operation to 
recover the memory.
nDelete unused memos and records. If necessary, you can 
save these records. See “Deleting records” in Chapter 5.
nIf you have installed additional applications on your 
handheld, remove them to recover memory. See “Removing 
applications” in Chapter 3.
My handheld keeps turning 
itself off.Your handheld is designed to turn itself off after a period of 
inactivity. This period can be set at 30 seconds, or one, two, or 
three minutes. Check the Auto-off setting. See “General 
preferences” in Chapter 7. 
						

							Appendix B Frequently Asked Questions
176
Tapping and writing problems
My handheld is not making 
any sounds.Check the System, Alarm and Game Sound settings. See 
“General preferences” in Chapter 7.
My handheld has frozen.  Perform a soft reset. See “Resetting your handheld” in 
Appendix A.
Problem Solution
When I tap the buttons or 
screen icons, my handheld 
activates the wrong feature.Calibrate the screen. See “Digitizer preferences” in Chapter 7.
When I tap the Menu
 icon  , nothing happens.Not all applications or screens have menus. Try changing to a 
different application.
I can’t get my handheld to 
recognize my handwriting.
nFor your handheld to recognize handwriting input with the 
stylus, you need to use Graffiti writing. See “Using Graffiti 
writing to enter data” in Chapter 2.
nMake the Graffiti character strokes in the Graffiti writing 
area, not on the display part of the screen.
nWrite Graffiti strokes for letters in the left-hand side, and the 
strokes for numbers in the right-hand side of the Graffiti 
writing area.
nMake sure that Graffiti is not shifted into extended or 
punctuation modes. See “Using Graffiti writing to enter 
data” in Chapter 2.
nSee “Graffiti tips” in Chapter 2 for tips on increasing your 
accuracy when you write Graffiti characters. 
						

							Application problems
17 7
Application problems
Problem Solution
I tapped the Today button, 
but it does not show the correct 
date.Your handheld is not set to the current date. Make sure the Set 
Date box in the Date and Time Preferences screen displays the 
current date. See “Customizing your handheld” in Chapter 1 
for more information.
I know I entered some
 records, but they do not
 appear in the application.
nCheck the Categories pick list (upper-right corner). Choose 
All to display all of the records for the application.
nCheck Security and confirm that Private Records is set to 
Show private records.
nIn To Do List, tap Show and see if Show Only Due Items is 
selected.
I am having problems listing 
memos the way I want to see 
them.
nIf you cannot manually arrange the order of the memos in 
the list screen, check the Memo Preferences setting. Make 
sure that Sort by is set to Manual.
nIf you choose to view your memos alphabetically on Palm 
Desktop software and then perform a HotSync operation, 
the memos on your handheld still appear in the order 
defined in the Memo Preferences setting. In other words, the 
sort settings you use with Palm Desktop software 
are not 
transferred to your handheld.
I created an event in 
Date Book, but it doesn’t
 appear in the Week View.
nIn the Week View, you cannot select overlapping events that 
have the same start time. If you have two or more events 
with the same start time, choose the Day View to see the 
overlapping events.
I entered the euro symbol, but 
after a HotSync operation it 
doesn’t appear in my Palm 
Desktop software.You must have fonts that include the euro symbol on your 
desktop computer. Check these web sites for additional 
information:
www.microsoft.com/windows/euro.asp
til.info.apple.com/techinfo.nsf/artnum/n22222 
						

							Appendix B Frequently Asked Questions
17 8
HotSync problems
Problem Solution
I cannot do a HotSync 
operation; what should I 
check to make sure I am 
doing it correctly?nMake sure the cradle/cable is connected securely.
On a Windows computer try these steps:
nCheck the Windows system tray to make sure the HotSync 
Manager is running. If it is not, open Palm Desktop 
software.
nMake sure you selected Local USB or Local Serial, as 
appropriate, from the HotSync Manager menu.
nIf you are using the optional serial cradle/cable, make sure 
you selected the correct serial port on the Local tab in the 
Setup dialog box. It should be set to the port where you 
connected the cradle/cable.
On a Mac computer try these steps:
nMake sure HotSync Manager is enabled. If it is not, double-
click the HotSync Manager icon in the Palm folder and 
enable HotSync Manager on the HotSync Controls tab.
nIf you are using the optional serial cradle/cable, double-
click the HotSync Manager icon in the Palm folder and then 
click the Serial Port Settings tab. Make sure Local is selected 
and that the port selection matches the port where your 
cradle/cable is attached.
I did a HotSync operation, but 
one of my applications did not 
synchronize.
nOn a Windows computer, click the HotSync Manager and 
choose Custom. Check that the correct conduit is active. 
nOn a Mac computer, double-click the HotSync Manager 
icon. From the HotSync menu, choose Conduit Settings. 
Select your user name from the User pop-up menu, and 
check that the correct conduit is active. 
I am using Outlook as my PIM, 
but I cannot do a HotSync 
operation.
nClick the HotSync Manager and choose Custom. Check that 
the correct conduit is active.
nCheck that the correct conduit is installed. Reinstall the 
HotSync Manager and make sure the correct conduit is 
selected. 
						

							HotSync problems
17 9
I cannot launch the HotSync 
Manager.nIf you are using the optional serial cradle/cable, or if you are 
performing a HotSync operation using a modem, make sure 
you are not running another program, such as America 
Online, CompuServe, or WinFax, that uses the serial port 
you selected in the Setup dialog box.
nBackup the Palm Desktop software, uninstall it, then 
reinstall it.
I tried to do aocal HotSync 
operation, but it did not 
complete successfully.
nIf you are using a cradle, make sure your handheld is seated 
in the cradle correctly. If you are using a cable, make sure 
that it is connected securely to your handheld.
nCheck the connection between the cradle/cable and the USB 
or serial port on your computer.
nMake sure the user name you selected in Palm Desktop 
software matches the user name assigned to your handheld.
nMake sure the date on your computer matches the date on 
your handheld. 
nRead the HotSync Log for the user account for which you 
are performing a HotSync operation.
 On a Windows computer, try each step in turn:
nMake sure HotSync Manager is running. If it is running, 
close it, and restart it. 
nMake sure you selected Local USB or Local Serial, as 
appropriate, from the HotSync Manager menu.
nIf you are using the optional serial cradle/cable, make sure 
you selected the correct serial port on the Local tab in the 
Setup dialog. It should be set to the port where you 
connected the cradle/cable.
nIf you are using the optional serial cradle/cable, try a lower 
baud rate setting on the Local tab in the Setup dialog.
nIf you are using the optional serial cradle/cable, make sure 
you aren’t running a program, such as America Online, 
CompuServe, or WinFax, that uses the serial port you 
selected in the Setup dialog box. 
						

							Appendix B Frequently Asked Questions
180
I tried to do a local HotSync 
operation, but it did not 
complete successfully.
(continued)On a Mac computer, try each step in turn:
nMake sure HotSync Manager is enabled on the HotSync 
Controls tab in the HotSync Software Setup window. 
nIf you are using the optional serial cradle/cable, make sure 
you selected Local on the Serial Port Settings tab in the 
HotSync software settings window, and that the Local Setup 
port matches the port where your cradle/cable is connected.
nIf you are using the optional serial cradle/cable, try a lower 
Speed setting on the Serial Port Settings tab.
nIf you are using the optional serial cradle/cable, make sure 
you aren’t running a program, such as America Online, fax 
or telephony software, or AppleTalk networking that uses 
the serial port you selected in the Serial Port Settings tab.
I tried to do a modem HotSync 
operation, but it did not 
complete successfully.Check the following on your computer:
nMake sure your computer is turned on and that it does not 
shut down automatically as part of an energy-saving 
feature.
nMake sure the modem connected to your computer is 
turned on and is connected to the outgoing phone line. 
nMake sure the modem you are using with your handheld 
has an on-off switch. Your handheld cannot “wake up” a 
modem that has an auto-off feature.
nMake sure the modem is connected properly to your 
computer and is connected to the incoming phone line.
On a Windows computer, check the following:
nMake sure Modem is checked in the HotSync Manager 
menu.
nConfirm that the Setup String in the Setup dialog box 
configures your modem correctly. You may need to select a 
different Modem Type or enter a custom Setup String. Most 
modems have a Setup String that causes them to send initial 
connection sounds to a speaker. You can use these sounds to 
check the modem connection.
nConfirm that the Speed setting in the Setup dialog box 
works for your modem. If you have problems using the As 
Fast As Possible option or a specific speed, try using a 
slower speed. 
						

							HotSync problems
181
I tried to do a modem HotSync 
operation, but it did not 
complete successfully.
(continued)nMake sure you are not running another program, such as 
WinFax, CompuServe, or America Online that uses the 
serial port you selected in the Setup dialog box.
nMake sure your modem resets before you try again. (Turn 
off your modem, wait a minute, then turn it back on.) 
On a Mac computer, check the following:
nMake sure Modem is selected on the Serial Port Settings tab 
in the HotSync Software Setup window.
nYou may need to select a different Modem type or enter a 
Custom setup string on the Serial Port Settings tab. Most 
modems have a setup string that causes them to send initial 
connection sounds to a speaker. You can turn on the Modem 
Speaker option and use these sounds to check the modem 
connection.
nMake sure you are not running another program, such as 
America Online, fax or telephony software, or AppleTalk 
networking that uses the serial port you selected in the 
Serial Port Settings tab.
nMake sure your modem resets before you try again. (Turn 
off your modem, wait a minute, then turn it back on.)
Check the following on your handheld:
nConfirm that the telephone cable is securely attached to 
your modem.
nMake sure the dialing instruction dials the correct phone 
number. 
nIf you need to dial an outside line prefix, make sure you 
selected the Dial Prefix option on your handheld and 
entered the correct code.
nIf the telephone line you are using has Call Waiting, make 
sure you selected the Disable call waiting option under 
Modem Sync Phone Setup on your handheld and entered 
the correct code.
nMake sure the telephone line you are using is not noisy, 
which can interrupt communications.
nCheck the batteries in your modem and replace them if 
necessary. 
						

							Appendix B Frequently Asked Questions
182
I can’t perform an IR HotSync 
operation.nOn a Windows computer, be sure the HotSync Manager is 
running and the Serial Port for local operations is set to the 
simulated port for infrared communication. See “IR 
HotSync operations” in Chapter 6 for details.
nOn a Mac computer, open the HotSync Software Setup 
window and be sure HotSync Manager is enabled and that 
the Local Setup Port is set to Infrared Port. See “IR HotSync 
operations” in Chapter 6 for more information.
nOn your handheld, be sure the HotSync application is set to 
Local, with the option IR to PC/Handheld.
nBe sure the IR port of your handheld is aligned directly 
opposite to, and within a few inches of, the infrared device 
of your computer.
nIR HotSync operations do not work after you receive a low 
battery warning. Check the batteries in your handheld and 
replace them if necessary.
My handheld appears to freeze 
when I place it near my 
computer.Move your handheld away from the computer ’s infrared port.
When I press the HotSync 
button on the cradle/cable, 
nothing happens on the Palm 
Desktop software, and my 
handheld times out.
nMake a copy of your Palm folder. Uninstall, then reinstall 
Palm Desktop software.
nTurn on your handheld and tap the Applications icon. Tap 
the HotSync icon, then tap Local. 
When I perform a HotSync 
operation, my information does 
not transfer to Palm Desktop 
software.
nIf you have performed a HotSync operation successfully, 
but you cannot find the data from your handheld on Palm 
Desktop software, check to see you have the correct user 
name selected for viewing data.
nOn a Windows computer, click the HotSync Manager and 
choose Custom. Check that all conduits are set to 
synchronize files.
nOn a Mac computer, double-click the HotSync Manager 
icon. From the HotSync menu, choose Conduit Settings. 
Select your user name from the User pop-up menu, and 
check that the correct conduit is active. 
My handheld displays the 
message “Waiting for sender” 
when it’s near my computer ’s 
infrared port.
nYour computer ’s infrared port may be set to search 
automatically for the presence of other infrared devices. 
Consult the documentation for your operating system for 
information about turning off this option.