Handspring Visor Handheld Platinum User Guide
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Appendix B Page 231 Appendix B Troubleshooting Tips If you encounter a problem with your Visor handheld: nReview this section to see if your problem is listed nCheck our web site at www.handspring.com for the latest technical support information 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. Software installation problems ProblemSolution Palm™ Desktop software will not install successfully.Disable any anti-virus software, close any open applications or utilities, and then perform the installation again.
Page 232 Troubleshooting Tips Operating problems ProblemSolution My handheld won’t turn on.Try each of these in turn: nAdjust the contrast control. nMake sure the batteries are installed properly. nReplace the batteries. nPerform a soft reset; see Appendix A. nIf your handheld still does not operate, try a hard reset; see Appendix A. I replaced the batteries, but I am still getting a low battery warning.The battery warning message may appear immediately after replacing the batteries. Also, if you check the battery gauge in the Applications Launcher immediately after replacing the batteries, the gauge may start at “empty” and slowly rise to “full.” This is normal. It takes a few minutes for the battery gauge to accurately show the condition of the batteries. 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 “General preferences” in Chapter 9. My handheld is not making any sounds.Check the System Sound setting. See “General preferences” in Chapter 9. My handheld has frozen. Perform a soft reset. See “Resetting your handheld” in Appendix A. I don’t see anything on my handheld’s screen.nChange the contrast settings. nReplace the batteries. nPerform a soft reset.
Appendix B Page 233 Tapping and writing problems ProblemSolution When I tap the buttons or screen icons, it activates the wrong feature.Calibrate the screen. See “Digitizer preferences” in Chapter 9. When I tap the Menu icon , nothing happens.Not all applications or screens have menus. Try changing to a different application. I can’t get my handheld to recognize my handwriting.nFor your handheld to recognize hand- writing input with the stylus, you need to use Graffiti ® writing. See “Using Graffiti writing to enter data” in Chapter 2. nMake the Graffiti character strokes in the Graffiti writing area, not on the display part of the screen. nWrite Graffiti strokes for letters in the left-hand side, and the strokes for numbers in the right-hand side of the Graffiti writing area. nMake sure that Graffiti is not shifted into extended or punctuation modes. See “Using Graffiti writing to enter data” in Chapter 2. nSee “Graffiti tips” in Chapter 2 for tips on increasing your accuracy when you write Graffiti characters.
Page 234 Troubleshooting Tips Application problems ProblemSolution 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 General Preferences screen displays the current date. See “General preferences” in Chapter 9 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 of the screen). Choose All to display all of the records for the application. nCheck Security and make sure that the Private Records setting is set to Show private records. nIn To Do List, tap Show and check whether Show Only Due Items is selected. 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 that you use with Palm Desktop software are not transferred to your handheld. I created an event in Date Book Plus, 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 for the particular day to see the overlapping events.
Appendix B Page 235 HotSync problems ProblemSolution I cannot do a HotSync operation; what should I check to make sure I am doing it correctly?nPerform a soft reset. See “Resetting your handheld” in Appendix A. 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 and make sure that the Local USB option has a check next to it. If you are using an optional serial cradle, make sure that the Local Serial has a check next to it, then select Setup and confirm that the COM port setting matches the port where you attached the serial cradle. nMake sure the cradle is connected securely to your computer. nMake sure your handheld is seated securely in the cradle. nMake sure you installed the software that came with your handheld. You must install this software even if you upgraded from a Palm organizer. nMake sure you are using the correct type of cradle. If your computer does not have a USB port, or is running Windows 95 or Windows NT 4.0, you must use a serial cradle. I did a HotSync operation, but one of my applications did not synchronize.nClick the HotSync Manager and choose Custom. Check that the correct conduit is active.
Page 236 Troubleshooting Tips I cannot launch the HotSync Manager.nMake sure you are not running another program, such as America Online, CompuServe, or WinFax, that uses the port you selected in the Setup dialog box. nReinstall the Palm Desktop software. I am using Outlook as my PIM, but I cannot do a HotSync operation.nClick the HotSync Manager and choose Custom. Check that the Outlook conduits are installed and active. nReinstall the Palm Desktop software and make sure you select the option to synchronize with MS Outlook. 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. nClick the HotSync Manager and make sure that the Local USB option has a check next to it. If you are using an optional serial cradle, make sure that the Local Serial has a check next to it, then select Setup and confirm that the COM port setting matches the port where you attached the serial cradle. nCheck the cable connection between the cradle and the port on your computer. nMake sure you installed the software that came with your handheld. You must install this software even if you upgraded from a Palm organizer. nIf you are using a serial cradle, try a lower baud rate setting on the Local tab in the Setup dialog box. nMake sure you selected your user name in Palm Desktop software before beginning the HotSync operation.
Appendix B Page 237 I tried to do a local HotSync operation, but it did not complete successfully. (continued)nMake sure your handheld is seated in the cradle correctly. nPerform a soft reset. See “Resetting your handheld” in Appendix A. 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.
Page 238 Troubleshooting Tips I tried to do a modem HotSync operation, but it did not complete successfully. (continued)Check the following on your computer: (continued) nMake 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. nMake sure your modem resets before you try again. (Turn off your modem, wait a minute, then turn it back on.) Check the following on your handheld: nConfirm that the telephone cable is 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. nIf you are using an external modem, make sure your modem resets before you try again. (Turn off your modem, wait a minute, then turn it back on.) nCheck the batteries in your modem and replace them if necessary.
Appendix B Page 239 Beaming problems ProblemSolution I cannot beam data to another Palm OS handheld.nConfirm that your handheld and the other Visor handheld are between ten centimeters (approximately 4) and one meter (approximately 39) apart, and that the path between the two devices is clear of obstacles. Beaming distance to other Palm OS handhelds may be different. nCheck the General Preferences screen and make sure the Beam Receive setting is on. n Move your handheld closer to the receiving device. nPerform 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. nPerform a soft reset. See “Performing a soft reset” in Appendix A for more information.
Page 240 Troubleshooting Tips 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 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.nIf 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.