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Palm Tungsten W PDA Phone Instructions

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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:
    nThis handbook
    nThe Getting Started that came with your handheld
    nThe README file located in the folder where you installed the Palm™ Desktop 
    software on your Windows computer or on your installation CD for Macintosh 
    users 
    nThe Palm Desktop online Help
    nThe Palm Desktop Software for the Macintosh User’s Guide located in the 
    Documentation folder on your installation CD
    nThe Palm Knowledge Library, accessible at www.palm.com/support/intl under 
    the Support section
    nThe most recent Palm™ Tungsten™ W handheld HelpNotes on your regional 
    web site
    If you are still having problems, contact Technical Support. See the Customer 
    Support card that comes with your handheld, or go to
     www.palm.com/support/intl.
    NOTEThousands of third-party add-on applications have been written for 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
    378
    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 autorun.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.
    If a dialog box 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 30MB 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 25MB of disk space 
    available.
    4.Reinstall Palm Desktop software. 
    						
    							Operating problems
    379
    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.
    nPress Function   + Brightness  . If the Brightness dialog 
    box appears, adjust the brightness 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 unit.
    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.
    My battery doesn’t charge.nMake sure the power outlet is active and the HotSync cradle 
    is properly plugged in.
    nIf the battery does not hold a charge, return your handheld 
    to an authorized Palm service center.
    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 4. 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 4.
    nIf you have installed additional applications on your 
    handheld, remove them to recover memory. See“Removing 
    applications” in Chapter 4.  
    						
    							Appendix B Frequently Asked Questions
    380
    Tapping and writing problems
    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 one, two, or three minutes. 
    Check the Auto-off setting. See“Auto-off delay” in Chapter 21.
    My handheld is not making any 
    sounds.Check the System, Alarm, and Game Sound settings. 
    See“System, alarm, and game sounds” in Chapter 21.
    My handheld’s indicator light is 
    not blinking when alarms occur.Check the Alarm LED setting. See“Alarm Vibrate and 
    indicator light settings” in Chapter 21.
    My handheld does not vibrate 
    when alarms occur.Check the Alarm Vibrate setting. See“Alarm Vibrate and 
    indicator light settings” in Chapter 21.
    My handheld has frozen.  Perform a soft reset. See“Resetting your handheld” in 
    Appendix A.
    My handheld appears to freeze 
    when I place it near my 
    computer.Move your handheld away from the computer ’s infrared port.
    Problem Solution
    When I tap the buttons or 
    screen icons, my handheld 
    activates the wrong feature. Calibrate the screen. See“Digitizer preferences” in Chapter 21.
    When I press Function   + 
    Menu  , or tap the Menu bar 
    nothing happens.Not all applications or screens have menus. Try changing to a 
    different application. 
    						
    							Wireless problems
    381
    Wireless problems
    Problem Solution
    The signal strength is weak. You can monitor the transmission signal strength using the 
    Signal Strength bar graph. Monitor the signal strength while 
    you try the following solutions:
    nMove away from your original location, five to ten feet in 
    any direction.
    nIf you’re indoors, stand near a window, or move outdoors.
    nOpen metal blinds on windows.
    nIf you’re in an underground parking lot or other space 
    below street level, move to a location above ground.
    nIf you’re in a crowd, move to a less crowded area.
    nIf you’re in a vehicle, keep your handheld level with the 
    windshield. The metal frame of the vehicle shields mobile 
    radio signals. Mountains and buildings may also block 
    signals.
    nIf you’re outdoors, move away from overhead electrical 
    wires. Move from under trees.
    I can’t access the Internet.
    nCheck the battery icon to verify that the battery is charged.
    nMake sure the mobile radio is on and within range by 
    verifying that the indicator light is flashing green. 
    See“Using the indicator light” in Chapter 2.
    nVerify that the signal strength indicator shows a strong 
    signal.
    nYour wireless service provider ’s server may be down. Try 
    again later. 
    						
    							Appendix B Frequently Asked Questions
    382
    I can’t access a web page or a 
    web clipping application.nMake sure the mobile radio is on and within range by 
    verifying that the indicator light is flashing green. 
    See“Using the indicator light” in Chapter 2.
    nTry to access the home page of your wireless carrier by 
    pressing the Wireless button.
    – If you can access the home page, network service is 
    available. It may be that the web page or the web clipping 
    server currently is not accessible. Try again later.
    – If you cannot access the home page, network service may 
    be down. Try again later.
    nFor questions and support for third-party web clipping 
    applications, please contact the software developer directly.
    I am having a problem 
    establishing a network 
    connection.
    nDisplay expanded Service Connection Progress messages.
    It’s helpful to identify at what point in the login procedure 
    the connection fails. An easy way to do this is to display the 
    expanded Service Connection Progress messages. 
    Expanded Service Connection Progress messages describe 
    the current stage of the login procedure. Press Up on the 
    navigator during login to display these messages.
    nView the Network Log.
    If viewing the expanded Service Connection Progress 
    messages does not give you enough information to find out 
    why you cannot connect to your wireless service provider 
    or dial-in server, take a look at the Network Log. The 
    Network Log lists all of the communication that occurs 
    between your modem and your dial-in server during the 
    login procedure. The information in the Network Log can 
    help your wireless service provider or your system 
    administrator pinpoint where the login procedure 
    communication fails and why.
    To view the Network Log, go to the Network Preferences 
    screen and press Command Stroke   + V. (Alternately, 
    press Function   + Menu  . Select Options, and then 
    select View Log.) 
    						
    							Wireless problems
    383
    Palm WAP Browser problems
    I am having a problem 
    establishing a network 
    connection. (continued)nAdd a DNS number.
    If your wireless service provider or dial-in server requires a 
    DNS number and you did not enter that information in the 
    Network Preferences screen, it will appear that you 
    successfully logged into your network. When you try to use 
    an application or look up information, however, the 
    connection fails. If this occurs, try adding a DNS number. 
    Ask your wireless service provider or your system 
    administrator for the correct primary and secondary DNS IP 
    numbers.
    Problem Solution
    I cannot connect to my wireless 
    service provider.You may need to enter additional technical networking 
    information. Contact your wireless service provider to 
    obtain their primary and secondary DNS address and their 
    IP address. 
    I can connect to my ISP, but I can’t 
    access a WAP site.Try alternate WAP sites. A WAP site could be temporarily 
    unavailable due to site problems. 
    If you can’t access the alternate sites, then contact your ISP 
    and verify the following WAP browser settings: APN, 
    Mode, and Gateway Server. Also check Gateway ID and 
    Gateway password, if applicable.
    I can’t access some WAP sites. The WAP browser can access all WAP web sites compliant 
    to WAP version 1.1 or WAP version 1.2.1 (WAP June 2000 
    Conformance Release).
    I can’t access an HTML web site. The WAP browser does not open HTML web sites, only 
    WML web sites. 
    When generating a new password 
    or signature key pair, my handheld 
    froze.Key generation can take up to an hour. During this time, 
    your handheld appears to be completely frozen and you 
    are not able to use your handheld. 
    I am having problems within a 
    specific WAP Internet site.Contact the site administrator.  
    						
    							Appendix B Frequently Asked Questions
    384
    SMS problems
    Palm Mobile problems
    Application problems
    Problem Solution
    I cannot connect to my 
    SMS center.You may need to enter the SMS center telephone number in 
    the SMS Preferences Details dialog box. To find this number, 
    check your mobile phone options screen or your wireless 
    service provider ’s web site. See“Setting preferences” in 
    Chapter 15 for details.
    Problem Solution
    I connect to my wireless service 
    provider, but the number 
    doesn’t work.nBe sure the telephone number you are dialing has all the 
    digits required by your wireless service provider. If you are 
    dialing an international telephone number, a + (plus) sign 
    might be required at the beginning of the telephone 
    number.
    nVerify that your wireless service provider plan includes 
    phone services. Contact your wireless service provider for 
    information. 
    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“Date and Time preferences” in Chapter 21 
    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. 
    						
    							Application problems
    385
    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.In 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.
    My vCard or vCal e-mail 
    attachment isn’t forwarding 
    correctly.Palm Desktop software provides several features that interact 
    with e-mail client software on a Windows computer. In order 
    for these features to work correctly, the e-mail client software 
    must be properly configured. Follow these steps to check the 
    configuration:
    1.Click the Windows Start menu, and then select Settings.
    2.Select Control Panel.
    3.Select Internet Options, and then click the Programs tab.
    4.Make sure that the E-mail field is set to the correct E-Mail 
    client software. 
    5.Click OK.
    6.Start the e-mail client software and make sure it is 
    configured as the default MAPI client. Consult the 
    documentation for your desktop E-Mail application for 
    more information. 
    						
    							Appendix B Frequently Asked Questions
    386
    HotSync problems
    Problem Solution
    I cannot perform a HotSync 
    operation; what should I check 
    to make sure I am doing it 
    correctly?Make sure the HotSync cradle 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 serial cradle, 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 
    HotSync cradle.
    On a Mac computer, try the following:
    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.
    I performed 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 username 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.
    I cannot launch the HotSync 
    Manager.
    nIf you are using the optional serial cradle, or if you are 
    performing a HotSync operation using a modem, make sure 
    you are not running another program, such as America 
    Online, that uses the serial port you selected in the Setup 
    dialog box.
    nBack up the Palm Desktop software, uninstall it, and then 
    reinstall it. 
    						
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