HP Jornada 700 Series Handheld Users Guide

							 Chapter 8 | Troubleshooting | 147 
  
8 | Troubleshooting 
8 | Troubleshooting 8 | Troubleshooting  8 | Troubleshooting  
If you encounter difficulties while using your HP Jornada 
Handheld PC, this chapter will help you find answers. If you need 
information about troubleshooting Microsoft ActiveSync, click 
Connection Settings on the File menu, then click the help 
button.  
The information in this chapter will help you: 
  Maintain your HP Jornada in its best working order  
  Troubleshoot basic problems 
  Troubleshoot problems with remote connections 
  Troubleshoot problems with the display 
  Troubleshoot problems connecting by infrared 
  Reset your HP Jornada 
Maintaining 
Maintaining Maintaining  Maintaining your HP Jornada
your HP Jornadayour HP Jornada your HP Jornada 
    
When treated properly, your HP Jornada will be a reliable 
desktop PC companion. Follow these tips to ensure long and 
trouble-free use: 
Keep the unit clean 
Touching the HP Jornada screen with your hand will leave a 
trace of natural oil that may make it difficult to read the screen. 
To clean the screen, use a commercial glass cleaner sprayed on a 
soft cloth. Avoid spraying the screen directly.  
Be sure to turn off your HP Jornada before cleaning the touch 
screen 
 
  
						

							148 HP Jornada 700 Series Handheld PC 
 
Be careful not to get sand and dirt inside the unit. If you think 
your HP Jornada has sand or dirt inside the unit case, contact 
your authorized Hewlett-Packard dealer. 
Follow general safety precautions 
To keep your HP Jornada in good operating condition, follow 
these guidelines: 
  Only open your HP Jornada case as far as the hinges allow. 
  Do not use excessive force when inserting or removing 
CompactFlash Cards or PC Cards or when opening or closing 
the CompactFlash Card door. 
  Always keep the cable attached while synchronizing with your 
partner PC until synchronization is complete. 
Avoid damage 
Be careful to keep your HP Jornada from being dropped, bumped, 
or crushed. Dropping or placing something heavy on top of your 
HP Jornada can cause damage to delicate components such as 
the display. Accidental damage is not covered under the Hewlett-
Packard express warranty.  
Avoid radiated interference 
Radiated interference from other electronic equipment may affect 
the appearance of the display and the modem function of the HP 
Jornada. Removing the HP Jornada from the source of the 
interference will return the display and the modem function to 
normal. 
Avoid high temperatures 
Your HP Jornada is designed to operate at temperatures between 
0 to 40 ºC (32 to 104 ºF) and to maintain data at temperatures 
between 0 to 55 ºC (32 to 131 ºF). Subjecting the device to 
temperatures outside this range may damage the unit or result in 
loss of data. Be especially careful not to leave your HP Jornada in 
direct sunlight or in a car where temperatures can rise to 
harmful levels.  
						

							 Chapter 8 | Troubleshooting | 149 
  
Troubleshooting basic problem
Troubleshooting basic problemTroubleshooting basic problem Troubleshooting basic problems
ss s 
    
If you have a specific problem, review the information below to 
see if you can quickly find the answer. Or, visit the HP Jornada 
Web site at www.hp.com/jornada
 for current information about 
common difficulties. 
 
Problem Diagnosis/Remedy  
HP Jornada does not 
turn on when connected 
to ac power HP Jornada is locked up. Connect 
the HP Jornada to external power, 
and perform soft reset. (See the 
Resetting section in this chapter. 
Caution: You will lose any unsaved 
data when performing a soft reset.) 
HP Jornada does not 
turn on when not 
connected to ac power Battery power is too low to run 
device. Connect to ac power, and 
then turn on your HP Jornada. 
(Charge the battery regularly to 
avoid running out of battery 
power.) For information on 
charging the main battery and 
checking battery status, refer to the 
Installing the main battery 
section in chapter 2. 
Battery runs out of 
power very quickly. You may be using your HP Jornada 
in ways that drain the batteries 
quickly. See the Managing 
battery power section in  
chapter 7. 
HP Jornada does not 
auto-suspend when 
connected to a desktop 
PC or when using the 
modem. The HP Jornada is designed to stay 
on while connected to a computer. 
This is the correct behavior. No 
action is needed. However, the 
device will go into display off mode 
to conserve battery power if there is 
no keyboard or touch screen input.  
						

							150 HP Jornada 700 Series Handheld PC 
 
 
Problem Diagnosis/Remedy  
HP Jornada 
automatically shuts 
down/suspends. Main battery is too low to run device. When 
a  critically low-battery condition is 
encountered, t h e  H P  J o r n a d a  i n i t i a t e s  
a safety shutdown. Connect to ac 
power and charge the main battery. 
Do not remove the backup battery. 
—or— 
Auto-suspend activated. To 
conserve power, the HP Jornada 
auto-suspends if it is idle for 
1 minute immediately after power 
is turned on. It also auto-suspends 
if it is continuously idle for 3 
minutes. 
—or— 
HP Jornada is locked up. Connect 
the HP Jornada to external power, 
and perform soft reset. (See the 
Resetting section in this chapter. 
Caution: You will lose any unsaved 
data when performing a soft reset.) 
HP Jornada locks up 
when running 
applications. Program memory is low. For 
detailed instructions on making 
more program memory available, 
see the Memory management 
section in chapter 7. 
—or— 
HP Jornada is locked up. Connect 
to ac power and perform a soft 
reset. (See the Resetting section in 
this chapter.)  
Note: Check battery power level 
regularly to ensure that the main 
battery is not running low on 
power.  
						

							 Chapter 8 | Troubleshooting | 151 
  
 
Problem Diagnosis/Remedy  
HP Jornada does not 
turn on or display 
appears to be off, even 
though power is on. The display contrast is too light. 
Press 
  to increase contrast. 
(For more information, see the 
Using HP Settings section in 
chapter 2.) 
—or— 
Your HP Jornada main battery is 
discharged. Connect to ac power 
and charge the main battery. 
HP Jornada runs very 
slowly. There is insufficient program 
memory or the memory needs to be 
refreshed. For detailed instructions 
on making more memory available, 
see the Memory management 
section in chapter 7.  
You can add additional memory to 
your HP Jornada.  See the 
Accessories section in chapter 7 
for a list of accessories that will 
increase your HP Jornada memory. 
—or— 
Temporary files may have 
accumulated in HP ChaiVM, and 
you need to clear the ChaiVM cache.  
To clear the cache in HP ChaiVM, 
on the Start menu, tap Programs, 
then tap HP Applications. Open 
HP ChaiVM and tap Options, then 
tap Clear Cache.  
						

							152 HP Jornada 700 Series Handheld PC 
 
 
Problem Diagnosis/Remedy 
Insufficient memory 
error occurs when 
running an application. HP Jornada has run out of program 
memory for the application. 
For detailed instructions on making 
more program memory available, 
see the Memory management 
section in chapter 7. 
—or— 
HP ChaiVM is enabled in Internet 
Explorer, consuming  a minimum of 
16MB of program memory. 
 Using the System control panel, 
adjust the memory settings to 
increase available program memory 
(see Memory Management in 
chapter 7). 
If you cannot sufficiently increase 
available program memory, disable 
the HP ChaiVM Internet Explorer 
plug-in. To do this, on the Start 
menu, tap Programs, then tap HP 
Applications. Open HP ChaiVM 
and tap Options, then remove the 
check mark to disable the ChaiVM 
IE plug-in. (See Disabling HP 
ChaiVM in Internet Explorer 
section in chapter 6 .)  
HP Jornada does not 
detect a PC Card. PC Card is not inserted properly or 
drivers are not installed on your HP 
Jornada. Remove and re-insert the 
PC Card correctly. If this does not 
fix the problem, check the 
documentation for the PC Card for 
information on installing drivers. 
(For more information about 
compatible PC Card modems, see 
the HP Jornada Web page at 
www.hp.com/jornada
.)  
						

							 Chapter 8 | Troubleshooting | 153 
  
 
Problem Diagnosis/Remedy 
HP Jornada will not 
establish a connection 
with a desktop PC. The HP Jornada is not properly 
seated in the docking cradle 
(optional on the HP Jornada 710), 
the serial sync cable is not 
connected properly to the PC or the 
HP Jornada, or communications 
are not configured correctly. 
Reconnect the cable correctly or see 
Microsoft ActiveSync Help for more 
information. 
Backup file created 
with the HP backup 
application on another 
HP handheld device 
cannot be restored to 
the HP Jornada. Only PIM data can be migrated to 
HP Jornada 700 Series. Because 
the HP Jornada 700 Series uses a 
newer operating system, it is 
recommended that you restore PIM 
data from an older device by using 
Microsoft ActiveSync or Microsoft 
Outlook rather than HP backup. 
Synchronize your older HP 
handheld device with Microsoft 
Outlook on your desktop PC, and 
then establish a new partnership to 
transfer data to your new HP 
Jornada. 
While performing full 
restore from 
ActiveSync, a warning 
message appears 
stating that  “Restore 
could not copy the file 
mdmlog6.txt to the 
device”
 
Select “Skip All”. You should see a 
message that reads “Restore 
Complete”. 
Disconnect and then reset your 
device for the restore changes to 
take effect. 
  
						

							154 HP Jornada 700 Series Handheld PC 
 
 
Problem Diagnosis/Remedy 
Unable to synchronize 
through USB port.
 The wrong version of Microsoft 
ActiveSync is installed on your 
desktop PC. Ensure that you have 
installed the version of Microsoft 
ActiveSync included with your HP 
Jornada 700 Series. 
–or– 
The USB connection is not enabled 
on your HP Jornada. On the Start 
menu, tap Settings, tap Control 
Panel, then double-tap the 
Communication icon. On the PC 
Connections tab, tap the Change 
button, and then select USB 
connection from the drop-down 
list. 
–or– 
The USB connection is not enabled 
in ActiveSync on your desktop PC. 
In ActiveSync, on the File menu, 
click Connection Settings, and 
then select the Allow USB 
connection with this desktop 
computer check box. 
The HP viewer seems 
to launch slowly. Contacts, Calendar, and Tasks 
databases are very big. Limit the 
size of your databases by 
synchronizing only selected 
contacts, appointments, and tasks. 
For more information, see the 
Synchronizing data section in 
Chapter 3. 
This only occurs the first time HP 
viewer is launched, or when HP 
viewer is launched after a soft 
reset.  
						

							 Chapter 8 | Troubleshooting | 155 
  
 
Problem Diagnosis/Remedy 
Sometimes 
appointments entries 
are not shown in HP 
viewer but can be  
viewed in Calendar
 
The appointment may not be 
updated real time in HP viewer 
after synchronization . Perform a 
soft reset to clear the cache and re-
start the HP viewer. 
 
HP Jornada will not 
send e-mail messages 
from Inbox. Message header is too big. If your 
address list exceeds 32 KB, Inbox 
cannot send the message.  
Data has been lost.
 Your HP Jornada has lost power. 
Restore data from a backup file on 
your desktop PC or a 
CompactFlash card. 
–or– 
Factory default settings have been 
restored. Restore data from a 
backup file on your desktop PC or a 
CompactFlash card. 
File attachments to e-
mail messages are 
corrupted.  Sender’s or  recipients’ mail server 
does not support MIME encoding.  
Turn off MIME encoding. If you 
created your e-mail service using 
HP dialup, see Creating and 
modifying connections in 
chapter 6 for instructions on 
changing settings for the e-mail 
service. If you created your e-mail 
service in Inbox, tap Options on the 
Services menu to modify properties 
for the e-mail service.  
						

							156 HP Jornada 700 Series Handheld PC 
 
 
Problem Diagnosis/Remedy 
While printing multiple 
files, printing message 
box does not disappear 
after finished printing 
the first file. There is insufficient program 
memory or the memory needs to be 
refreshed. For detailed instructions 
on making more memory available, 
see the Memory management 
section in chapter 7.  
You can add additional memory to 
your  HP Jornada.  See the 
Accessories section in chapter 7 
for a list of accessories that will 
increase your HP Jornada memory. 
Some of the icons from 
the desktop disappear. There is insufficient program 
memory or the memory needs to be 
refreshed. For detailed Instructions 
on making more memory available, 
see the Memory management 
section in chapter 7. You can add 
additional memory to your HP 
Jornada.  See the Accessories 
section in chapter 7 for a list of 
accessories that will increase your 
HP Jornada memory. 
It is difficult to install 
or run software from 
previous HP handheld 
devices on HP Jornada 
700 Series. Install software for StrongARM 
SA1100 or SA1110 SW processors 
only. Earlier versions of HP 
handheld devices (except for 
Jornada 820 series) use a different 
processor type. Software designed 
for other processor types is not 
compatible with the StrongARM 
SA111X family of processors. 
Internet Explorer will 
not display a page with 
Java applets, or 
unexpectedly quits 
when trying to display 
them. The Java applet may be consuming 
too much memory, causing Internet 
Explorer to behave erratically. Turn 
off the HP ChaiVM plug-in. On the 
Start menu, navigate to Programs / 
HP Applications / and open HP 
ChaiVM. Tap Options and 
uncheck the check box to disable 
the Internet Explorer ChaiVM