Troubleshooting

---

In this chapter, we explain how to work around problems users sometimes encounter while working with the palm organizer. When bulleted lists appear, your problem can be fixed using one, some or all of the possible solutions.

HotSync problems

I cannot get my palm organizer to HotSync with the calendar application

• Make sure your Macintosh's HotSync Manager is on.
• The calendar application cannot be open in off-line mode when you perform a HotSync with your off-line Agenda. Close the calendar application or switch on-line by choosing Work On-line from the File menu.
• If you are also synchronizing Address Book Entries, the calendar application must be closed. Ensure that the Address Book name is entered correctly in CS Setup.
• Close all HotSync windows on your Macintosh (e.g. HotSync Log, Custom menu).
• Verify the accuracy of the user name, organization units, password, server and node settings in the palm organizer CS Setup.
• Make sure the user name, organization units and initials you entered distinguish you from everyone else on the system.
• Verify that your palm organizer is placed properly in its cradle.
• Make sure the HotSync Custom settings for calendar application Addresses, Entries and Tasks are not set to "Do Nothing".
• Make sure the server you are connecting to is running properly.
• Verify the Serial Port settings using the Setup dialog box (opened when you click the HotSync manager icon near your Macintosh's Finder and choose Setup). Make sure no other programs are using the same Com Port as HotSync.
• Close the HotSync Manager and then open it again.

I have problems connecting to the server

• Make sure the user name, organization units, server name, password and node number have all been entered properly in the palm organizer CS Setup.
• Make sure that you are using the right HotSync option in the HotSync application (Local Sync vs. Modem Sync).
• Ensure that the server you are connecting to is running properly.
• Verify that your palm organizer is sitting properly in its cradle.
• If you are synchronizing calendar application Addresses, your off-line and on-line passwords must be the same.

The HotSync keeps timing out

Open the palm organizer's HotSync application. Hold down the Up and Down buttons and tap the top-right corner of the screen. The Developer's Back Door dialog box will open and the message "DLServer Wait Forever is ON" will appear. Tap OK.

The HotSync is taking too long

Cut down the synchronization time by doing the following:

• Set unused applications to "Do Nothing" in the HotSync Manager Custom menu.
• Narrow the time period you want to HotSync in the palm organizer CS Setup.

Entry problems

Some palm organizer Entries do not appear in the calendar application after synchronizing

• Choose Refresh all from the View menu in the calendar application.
• Only the first Event of a repeating Event created using the palm organizer appears in the calendar application.
• The Entries are outside the range defined in the palm organizer CS Setup.

Some calendar application Entries do not appear in the palm organizer after synchronizing

• Set Private Records in the palm organizer Security application to "Show".
• The Entries are outside the range defined in the palm organizer CS Setup.
• Check the Entries and/or Tasks HotSync settings in the palm organizer CS Setup. Select the desired options and HotSync again.

What happens to an Entry that has been modified in both the calendar application and the palm organizer when I perform a HotSync?

When a HotSync is done and the Custom menu setting for the calendar application is "Synchronize the files", the Entry is duplicated (for more information about the duplication, open the HotSync Log). Simply delete the unwanted Entry (either on your palm organizer or in the calendar application) and HotSync again.

I changed a timed Event into an untimed Event (or vice versa) in my palm organizer but the change was lost when I performed a HotSync

The calendar application does not support this kind of change. You must delete the Event and then create a new one for the calendar application to recognize it after the next HotSync.

I created an untitled Event using the palm organizer but I cannot find it

It was never created. Unless a Note or a Location (entered in the palm organizer using parentheses on the time line) is included with an untitled Event, the Event will not be created.

I keep getting multiple copies of my Entries

• If you modified an Entry in both the palm organizer and the calendar application, Entries will be duplicated when you do a HotSync and the the calendar application Events setting in the Custom menu is "Synchronize the files". Simply delete the unwanted Entry (either on your palm organizer or in the calendar application) and HotSync again.
• This will happen when you synchronize your palm organizer to your off-line Agenda and then reconcile your off-line Agenda with your on-line Agenda before synchronizing your palm organizer and the on-line Agenda. See Appendix A for more information.
• If a HotSync stops with an unexpected error, power loss, etc., it is possible that some Entries will be duplicated the next time you HotSync.

Changes I made to an Entry in my palm organizer were not transferred to the calendar application

• If it was an instance from a series of repeating Events, it will never be transferred to the calendar application. the calendar application only modifies the original Event.
• Change the the calendar application setting in the Custom menu to "Synchronize the files".

When I modify a repeating Event on my organizer that was created in the calendar application, some changes are applied to all instances, while others only to the modified instance

The Title, Location, Times and Reminder will only change in the instance you modify. Deleting an Event on the palm organizer only deletes that one instance. To change these settings for all instances at once, you have to use the calendar application. Notes and Access Levels will be modified for all instances of the Event.

I am having trouble with repeating Events created on my palm organizer

The Palm organizer and the calendar application handle repeating Entries differently:

• Currently, the only way to have repeating Events appear in both the calendar application and the palm organizer is to schedule them in the calendar application and HotSync. If you need to schedule repeating Events using your palm organizer, you have to create each instance separately for them to appear in the calendar application.
• If you created repeating Events in the palm organizer and the Custom menu setting for the calendar application is "Synchronize the files", only the first one will appear in the calendar application. All instances will remain in the palm organizer.
• If you delete the first repeating Event in the palm organizer, only the original Event will remain on your palm organizer if your HotSync setting for calendar application Entries is "Desktop overwrites the palm organizer".
• If you delete the lone instance that was transferred to the calendar application, all instances of that Entry will be deleted if your HotSync setting for the calendar application Events is not "Do Nothing".

Events on my palm organizer get rescheduled after I synchronize

It is important that the time you enter on your palm organizer corresponds to the the calendar application time zone entered in your calendar application

I want to delete all Events on my palm organizer

• Delete them manually or on an Entry-by-Entry basis.
• Set a time range in your palm organizer's CS Setup where no Entries exist and synchronize with the calendar application HotSync settings set to "Desktop overwrites handheld"
• Perform a hard reset. Warning: Do this only if you want to delete Events from all user-installed applications on the palm organizer, along with all information you have entered. Consult the palm organizer Handbook for more information.

I want to tell my palm organizer what Address Book Entry address to keep

If you only have either the Business or Personal address entered in your calendar application Address Book, it will choose that one by default. If both addresses are entered, the Default address value selected in the palm organizer CS Setup is used

How does my palm organizer deal with my Address Book Entry phone numbers?

Your palm organizer tries to recognise phone numbers as best as it can. If it cannot find a valid international phone number combination, everything is entered in the the calendar application phone number field. A blank space, dash or period can separate parts of the number. An x or # can be used to identify extensions. The following are examples of valid phone number combinations:

555-5555	555 5555	(555) 555-5555
55 (555) 555-5555	555-5555 #555	55.55.55.55
55-55-55	555-55-55	55 55 55 55 x555

There is an extra x or # beside some phone extension numbers on my palm organizer

You probably entered the extra character in your calendar application Address Book. Open the Address Book and delete the extra character manually from the Extension edit box. The next time you HotSync the extra character will be gone

Other problems

There is not enough space to enter my user name and organization units

It is long enough; the typing simply scrolls off-screen. To view all the characters on screen at once, open the Keyboard (CS Setup > Edit menu > Keyboard) and type the information there.

My palm organizer keeps freezing up

Do a soft reset by gently pressing the reset button with the tip of a paper clip

Every time I try to HotSync, I get an insufficient disk space error

You must free up more space on your Macintosh's hard drive. It is recommended that users have at least 5MB of hard disk space available

How do I delete CS Setup from my palm organizer?

1. Select Memory from the palm organizer menu
2. Choose Delete apps
3. Select CS Setup and tap Delete
4. Tap Yes to delete

Copyright information