Palm Tungsten W PDA Phone Instructions
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377 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.