Palm Tungsten T2 Instructions Manual

							HotSync problems
457
I tried to do a modem HotSync 
operation, but it did not 
complete successfully.Check the following on your computer:
■Make sure your computer is turned on and that it does not 
shut down automatically as part of an energy-saving 
feature.
■Make sure the modem connected to your computer is 
turned on and is connected to the outgoing phone line. 
■Make 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.
■Make sure the modem is connected properly to your 
computer and is connected to the incoming phone line.
On a Windows computer, check the following:
■Make sure that Modem is selected in the HotSync Manager 
menu.
■Confirm 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.
■Confirm 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.
■Make 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.
■Make sure your modem resets before you try again. (Turn 
off your modem, wait a minute, and then turn it back on.) 
						

							Appendix B Frequently Asked Questions
458
I tried to do a modem HotSync 
operation, but it did not 
complete successfully 
(continued).On a Mac computer, check the following:
■Make sure that Internal Modem is selected on the 
Connection Settings tab in the HotSync Software Setup 
window.
■You may need to select a different modem type or enter a 
custom setup string from the Connection 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.
■Make 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 
Connection Settings tab.
■Make sure your modem resets before you try again. (Turn 
off your modem, wait a minute, and then turn it back on.)
Check the following on your handheld:
■Confirm that the telephone cable is securely attached to 
your modem.
■Make sure the dialing instruction specifies the correct 
phone number. 
■If you need to dial an outside line prefix, make sure you 
selected the Dial Prefix option on your handheld and 
entered the correct code.
■If 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.
■Make sure the telephone line you are using is not noisy, 
which can interrupt communications.
■Check the batteries in your modem, and replace them if 
necessary. 
						

							HotSync problems
459
I can’t perform an IR HotSync 
operation.■On a computer running Windows 98, be sure that the 
HotSync Manager is running, that Infrared is selected on 
the HotSync Manager menu, and that the Serial Port for 
local operations is set to the simulated port for infrared 
communication. See“Conducting IR HotSync operations” 
in Chapter 21 for details.
■On a computer running Windows 2000/ME/XP, select IR 
in the HotSync Manager. See“Preparing your computer for 
infrared communication” in Chapter 21 for details. 
■On a Mac computer, make sure the infrared 
communications extensions have been installed in the 
Extensions folder inside the System folder. Next, open the 
HotSync Software Setup window, and be sure that HotSync 
Manager is enabled and that the Local Setup Port is set to 
Infrared Port. See“Conducting IR HotSync operations” in 
Chapter 21 for more information.
■On your handheld, be sure the HotSync application is set to 
Local, with the option IR to PC/Handheld.
■Be sure the IR port of your handheld is aligned directly 
opposite to, and within a few inches of, the infrared device 
of your computer.
■IR HotSync operations do not work after you receive a low 
battery warning. Check the battery power of your 
handheld. Recharge the internal battery.
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 Palm 
Desktop software, and my 
handheld times out.
■Make a copy of your Palm folder. Uninstall, and then 
reinstall Palm Desktop software.
■Turn on your handheld, and tap the Home icon  . Select 
the HotSync icon  , and then tap Local. 
						

							Appendix B Frequently Asked Questions
460
When I perform a HotSync 
operation, my information 
does not transfer to Palm 
Desktop software.■If you have performed a HotSync operation successfully 
but you cannot find the data from your handheld on Palm 
Desktop software, check to see that you have the correct 
user name selected for viewing data.
■On a Windows computer, click the HotSync Manager and 
select Custom. Check that all conduits are set to 
synchronize files.
■On a Mac computer, double-click the HotSync Manager 
icon. From the HotSync menu, select 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.
■Your 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.
■In some cases simply moving your handheld away from the 
computer ’s infrared port solves the problem.
I want to synchronize my 
computer with more than one 
handheld.
■If the computer running Palm Desktop software 
synchronizes with more than one handheld, each handheld 
must have a unique name. Assign a user name to your 
handheld the first time you perform a HotSync operation.
■Be aware that synchronizing more than one handheld with 
the same user name causes unpredictable results and, 
potentially, loss of your personal information.
I can’t perform a Bluetooth™ 
HotSync operation.
■Make sure that Bluetooth communication is enabled on 
both your handheld and your computer.
■When you perform a Bluetooth HotSync operation, your 
handheld attempts to connect to a Bluetooth virtual serial 
port on your computer. First it looks for a Bluetooth serial 
HotSync port. If it cannot find that port, it then looks for a 
generic Bluetooth serial port. However, some generic 
Bluetooth serial ports do not support HotSync operations. 
■Your handheld may not be able to recognize the virtual 
serial port on your Windows computer. Try validating the 
virtual serial port you’re using, or create a different virtual 
port and change the HotSync Manager settings to use the 
new virtual port. Refer to the documentation that came 
with your computer operating system for instructions. 
						

							Beaming and sending problems
461
Beaming and sending problems
I can’t perform a Bluetooth 
HotSync operation 
(continued).■Some computers have a dedicated virtual serial port 
number, such as COM5, and other computers enable you to 
choose a port number such as COM8 or COM12. Refer to 
the documentation that came with your computer for 
information on dedicated versus flexible virtual ports.
■If the virtual serial port you want to use is used by other 
applications, exit those applications before setting up your 
computer for a Bluetooth HotSync operation.
I receive an authentication 
error when I try to perform a 
HotSync operation using 
Bluetooth and a wireless LAN 
access point.
■Make sure you entered the correct user name and password 
for the selected network service profile in the Network 
Preferences screen. See“Network Preferences” in 
Chapter 22 for details.
When I try to perform a 
HotSync operation using 
Bluetooth and a wireless LAN 
access point, it connects but 
nothing happens.
■Make sure that Network is selected on the HotSync 
Manager menu on your computer.
■Contact your system administrator to make sure you 
network computer is properly set up.
Problem Solution
I cannot beam data to another 
device with an IR port.■If you are beaming to another Palm handheld, confirm that 
your handheld and the other handheld are between ten 
centimeters (approximately 4) and one meter 
(approximately 39) apart and that the path between the 
two handhelds is clear of obstacles. Beaming distance to 
other devices with an IR port may be different.
■Move your handheld closer to the receiving device.
■Make sure the receiving device has enabled beam receive.
When someone beams data to 
my handheld, I get a message 
telling me it is out of memory.
■Your handheld requires at least twice the amount of 
memory available as the data you are receiving. For 
example, if you are receiving a 30KB application, you must 
have at least 60KB free.
■Perform a soft reset. See“Performing a soft reset” in 
Appendix A for more information.
I cannot send data to another 
Bluetooth device.
■Make sure that Bluetooth communication is enabled on 
both your handheld and the other device.
■Make sure that the receiving device has a compatible, 
Bluetooth application installed. 
						

							Appendix B Frequently Asked Questions
462
Phone connection problems
Problem Solution
My passkey is rejected when I 
attempt to pair (or bond) my 
mobile phone with my 
handheld.■Some mobile phones require that you enter the passkey 
within a specific timeframe. Make sure you have a passkey 
in mind and that you enter it immediately when prompted.
■If your passkey is rejected, your phone may have a 
preassigned passkey; see the documentation included with 
your phone for information. The documentation might 
refer to a Bluetooth connection as a Bluetooth pair or a 
Bluetooth link. 
■If you need additional information about pairing your 
phone and handheld, refer to the Phone Pairing Handbook at 
www.palm.com/support/globalsupport.
My handheld cannot connect to 
my mobile phone.Use the following steps to test the connection:
1.Ta p  t h e  H o m e  i c o n   .
2.Select the Phone Link icon  .
3.Tap Connect.
4.If the connection is successful, open the application that 
requires the connection and complete the desired task.
If the connection is not successful, try the steps that follow.
– If you have a Bluetooth phone, you may need to go 
through the pairing process on both your handheld and 
your phone. See“Setting up a phone connection” in 
Chapter 14 for information on completing the pairing 
process on your handheld. See the documentation 
included with your phone for assistance with 
completing the pairing process on your phone. If you 
need additional information about connecting your 
phone, refer to the Phone Pairing Handbook at 
www.palm.com/support/globalsupport.
– Make sure the Connection for your mobile phone is 
selected in the Connection Preferences screen and the 
Phone Preferences screen.
– If you are using a Bluetooth connection, make sure that 
your phone is equipped with Bluetooth technology, that 
Bluetooth is enabled, and that the power is on. 
						

							VersaMail™ problems
463
Ve r s a M a i l™ problems
My phone connection drops 
before I finish using it.■You need to increase the Idle timeout setting on the 
Network Preferences Details screen. See“Adding detailed 
information to a network service profile” in Chapter 22 for 
instructions.
I get an error message when I 
try to dial a phone number 
using my handheld.
■Make sure that the proper phone driver is installed on your 
handheld. See“Updating the phone files on your 
handheld” in Chapter 14 for instructions.
■You may need to go through the pairing process on both 
your handheld and your phone. See“Connection 
Preferences” in Chapter 22 for information on completing 
the pairing process on your handheld. See the 
documentation included with your phone for assistance 
with completing the pairing process on your phone.
■Check the Phone Preferences screen and make sure the 
correct phone connection is selected. 
Problem Solution
I am having problems 
accessing my account.Occasionally you may experience problems using an e-mail 
account after you set it up. Be sure to follow the account setup 
procedures in Chapter 17. If you followed the procedure and 
are experiencing problems using the account, verify that the 
account complies with your e-mail provider ’s requirements by 
following these steps:
■Verify both your password and your username for your 
e-mail account.
■If you are connecting using an external modem device such 
as a PalmModem
® accessory, verify that you have an 
account with an ISP and are able to dial in over a voice 
phone line.
■If you are connecting using a mobile phone through either 
the built-in Bluetooth radio on your handheld, a cable, or 
the IR port on your handheld, verify that you have either a 
data-enabled GSM or a high-speed GPRS account with 
your wireless service provider. 
■Some wireless service providers require you to be on their 
network to use your e-mail account. If this is the case, be 
sure to use your providers network as the connection type 
for the account. 
						

							Appendix B Frequently Asked Questions
464
Recharging problems
I am having problems 
accessing my account 
(continued).■Some wireless service providers have other requirements 
specific to their service. For example, Yahoo! requires you 
to set up POP mail forwarding for your Yahoo! account in 
order to download e-mail messages to your handheld. 
Check with your service provider to see if any provider-
specific requirements exist.
■Service provider settings frequently change. If your e-mail 
account was working, but you are currently experiencing 
problems, check with your service provider to see if any of 
the account settings have changed.
I am having difficulty sending 
and receiving mail using a 
synchronize-only account.Make sure you have chosen the same settings for the account 
on both your handheld and your desktop. For example, if the 
account is set up on the handheld to use the POP protocol, 
check the HotSync manager on the desktop to make sure that 
POP is selected as the protocol for that account.
Problem Solution
When I connect my handheld 
to the cradle/cable, it does not 
charge.■Confirm that your handheld is firmly connected to the 
cradle/cable.
■Confirm that your recharger cable is properly connected to 
the back of the cradle/cable’s USB or serial port connector 
that plugs into your computer.
■Confirm that your recharger is plugged into an AC outlet 
that has power.
■If you have not used your handheld for a long period, such 
as an extended vacation, the battery may not contain 
enough charge to power the indicator light. After your 
handheld has recharged, the indicator light will function 
normally. 
						

							Password problems
465
Password problems
Technical support
If, after reviewing the sources listed at the beginning of this appendix, you cannot 
solve your problem, go to 
www.palm.com/support/globalsupport or send an e-mail 
to your regional Technical Support office. 
Before requesting support, please experiment a bit to reproduce and isolate the 
problem. When you do contact support, please provide the following information:
■The name and version of the operating system you are using
■The actual error message or state you are experiencing
■The steps you take to reproduce the problem
■The version of handheld software you are using and available memory
To find version and memory information:
1.Tap the Home icon  . 
2.Tap the Menu icon  . 
3.Select Info from the App menu.
Problem Solution
I forgot the password, and my 
handheld is not locked.■First, use the password hint to try and remember the 
password. If this doesn’t help or if you do not have a 
password hint, you can use Security to delete the password, 
but your handheld deletes all entries marked as private. 
However, if you perform a HotSync operation before you 
delete the password; the HotSync process backs up all 
entries, whether or not they are marked private. Then you 
can follow these steps to restore your private entries:
a.Use the Palm Desktop software and the cradle/cable or 
infrared communication to synchronize your data.
b.Tap Forgotten Password in Security to remove the 
password and delete all private records.
c.Perform a HotSync operation to synchronize your data 
and restore the private records by transferring them 
from your computer to your handheld.
I forgot the password, and my 
handheld is locked.
■First, use the password hint to try to remember the 
password. If this doesn’t help or if you do not have a 
password hint, you must perform a hard reset to continue 
using your handheld. See“Performing a hard reset” in 
Appendix A for more information. 
						

							Appendix B Frequently Asked Questions
466
NOTEPalm works with developers of third-party add-on applications to 
ensure the compatibility of these applications with your new Palm handheld. 
Some third-party applications, however, may not have been upgraded to be 
compatible with your new Palm handheld. If you suspect that a third-party 
application is adversely affecting the operation of your handheld, contact the 
developer of the application.