Palmone VII Wireless Handheld Instructions Manual

							Appendix B Page 253
HotSync problems
ProblemSolution
I cannot do a 
HotSync operation; 
what should I check 
to make sure I am 
doing it correctly?nCheck the Windows system tray to 
make sure the HotSync Manager is 
running. If it is not, open Palm Desktop 
software.
nClick the HotSync Manager, choose 
Setup, and click the Local tab. Check 
that the Serial Port setting displays the 
correct serial (COM) port where your 
cradle is attached.
nMake sure the cradle is connected 
securely.
I did a HotSync 
operation, but one of 
my applications did 
not synchronize.Click the HotSync Manager and choose 
Custom. 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.nMake 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, and then reinstall it.
My handheld 
appears to freeze 
when I place it near 
my computer.Move your handheld away from the 
computer’s infrared port. 
						

							Page 254  Frequently Asked Questions
I tried to do a local 
HotSync operation, 
but it did not 
complete 
successfully.Try each of these in turn:
nMake sure HotSync Manager is 
running. If HotSync Manager is 
running, exit and restart it. 
nMake sure you selected Local from the 
HotSync Manager menu or the Palm 
Desktop software menu.
nCheck the cable connection between the 
cradle and the serial port on your 
computer.
nMake 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.
nTry a lower baud rate setting on the 
Local tab in the Setup dialog.
nMake 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.
nRead the HotSync Log for the user 
account for which you are performing a 
HotSync operation.
nMake sure your handheld is seated in 
the cradle correctly.
nMake sure the gold-plated connectors 
on the cradle and your handheld are 
clean. Use a pencil eraser to clean them. 
						

							Appendix B Page 255
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 Modem is checked in the 
HotSync Manager menu.
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 a serial port on your 
computer and is connected to the 
incoming phone line.
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.
nIf you have problems using the As Fast 
As Possible option or a specific speed, try 
using a slower speed.
nMake 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.
nMake sure your modem resets before 
you try again. (Turn off your modem, 
wait a minute, then turn it back on.)  
						

							Page 256  Frequently Asked Questions
I tried to do a modem 
HotSync operation, 
but it did not 
complete 
successfully. 
(continued)Check the following on your handheld:
nConfirm that the telephone cables are 
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. 
I can’t perform an IR 
HotSync operation.nBe sure the HotSync Manager is running 
and the Serial Port for local operations is 
set to the simulated port for infrared 
communication.
nOn your handheld, be sure the HotSync 
application is set to Local, with the 
option IR to a 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. 
						

							Appendix B Page 257
When I tap the 
HotSync button on 
the cradle, nothing 
happens on Palm 
Desktop software 
and my handheld 
times out.nCheck Palm Desktop software HotSync 
Setup options to confirm that you have 
the correct settings for local HotSync 
operations. 
nIf you are experiencing intermittent 
success, try a lower speed setting on the 
Local tab in the Setup dialog box in the 
HotSync Manager. 
nClose and restart HotSync Manager on 
your computer.
nVerify there are no COM port conflicts 
on your computer:
1. From the Start menu, choose Set-
tings, and then choose Control Panel.
2. Double-click System.
3. Click the Device Manager tab.
4. Double-click Ports.
5. Make sure each accessory is using a 
different port.
n  Make 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.
nClick the HotSync Manager and choose 
Custom. Check that all conduits are set 
to synchronize files. 
						

							Page 258  Frequently Asked Questions
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. Do 
the following to turn off this option:
1. In the Windows taskbar, click Start.
2. Choose Settings, and then choose 
Control Panel.
3. Double-click Infrared.
4. Click the Options tab.
5. Deselect the option Search for and 
provide status for devices in range.
6. Click Apply and OK.
nIf you are using Windows 98, move your 
handheld away from the computer’s 
infrared port.
I want to 
synchronize my 
computer with more 
than one handheld.nIf 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.
nPlease be aware that synchronizing 
more than one handheld with the same 
user name causes unpredictable results 
and, potentially, loss of your personal 
information. 
						

							Appendix B Page 259
Beaming problems
ProblemSolution
I cannot beam data to 
another Palm OS 
handheld.nFor best results, Palm VII handhelds 
should be between ten centimeters 
(approximately 4) and one meter 
(approximately 39) apart, and that the 
path between the two handheld must 
be clear of obstacles. Beaming distance 
to other Palm OS handhelds may be 
different.
n  Move your handheld closer to the 
receiving handheld.
n  Perform a soft reset. See “Performing a 
soft reset” in Appendix A for more 
information.
When someone 
beams data to my 
handheld, I get a 
message telling me it 
is out of memory.n  Your handheld requires at least twice 
the amount of memory available as the 
data you are receiving. For example, if 
you are receiving a 30K application, you 
must have at least 60K free.
n  Perform a soft reset. See “Performing a 
soft reset” in Appendix A for more 
information. 
						

							Page 260  Frequently Asked Questions
Password problems
ProblemSolution
I forgot the 
password, and my 
handheld is not 
locked.You can use Security to delete the 
password. If you do this, your handheld 
deletes all entries marked as private. You 
can, however, perform a HotSync operation 
before you delete the password: the HotSync 
process backs up all entries, whether or not 
they are marked private. In this case, the 
following procedure restores your private 
entries and lets you access them:
1. Use the Palm Desktop software and 
the cradle or infrared communica-
tion to synchronize your data.
2. Tap Forgotten Password in Security 
to remove the password and delete 
all private records.
3. Perform a HotSync operation to syn-
chronize 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.If you assign a password and lock your 
handheld, you must perform a hard reset to 
continue using your handheld. See 
“Performing a hard reset” in Appendix A 
for more information.
I forgot the password 
to my Palm.Net 
service account.Visit http://www.palm.net, or contact Customer 
Care. See the Getting Started guide for 
contact information. 
						

							Appendix B Page 261
Technical support and customer care
If, after reviewing the sources listed at the beginning of this appendix, 
you cannot solve your problem, contact your regional technical 
support office by e-mail, phone, or fax. For support e-mail addresses 
and phone numbers, see the Getting Started guide, which comes with 
your handheld.
Before requesting support, please experiment a bit to reproduce and 
isolate the problem. When you do contact support, please be ready to 
provide the following information:
nThe name and version of the computer operating system you are 
using
nThe actual error message or state you are experiencing
nThe steps you take to reproduce the problem
nThe version of handheld software you are using and available 
memory
To find version and memory information:
1. Tap the Applications icon  . 
2. Tap the Menu icon  . 
3. Tap App, and then tap Info.
4. Tap Version to see version numbers, and tap Size to see the amount 
of free memory, in kilobytes.
Note:Thousands 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. 
						

							Page 262  Frequently Asked Questions