PalmPilot: The Ultimate Guide, 2nd Edition Mastering Palm Organizers from Pilot 1000 to Palm VII By David Pogue 2nd Edition June 1999 1-56592-600-5, Order Number: 6005 624 pages, $29.95, Includes CD-ROM

Chapter 17
Troubleshooting

Part of the PalmPilot's wild success has come from the fact that as computers go, it's uncomplicated. It doesn't have to boot up. It doesn't have a system folder. It doesn't need Norton Utilities. And in this world, "uncomplicated" usually means "trouble-free." (When's the last time you called for technical support with your mouse pad?)

But the PalmPilot is still a computer, and as such, it still displays the occasional glitch. Fortunately, a PalmPilot hangs or freezes far less often than a "real" computer. In fact, if you use only the built-in applications, you'll probably never encounter freezes or hiccups, and you'll quietly wonder what all the fuss is about. Still, it's wise to be prepared.

Palm snafus are almost never serious. Thanks to the HotSync concept, even if your palmtop croaks completely, you always have a backup on your desktop machine.Still, if you're one of the unlucky ones, let this chapter be your guide to recovering smooth operation of your palmtop.

WARNING: In a perfect world, everything on your PalmPilot would be backed up when you HotSync--including any add-on programs you've installed. That's true, however, only if the programmer correctly wrote the add-on program. A few applications, unfortunately, don't get backed up automatically during a HotSync because the programmer neglected to turn on one subtle internal software switch.

This issue, and others like it, explains why 3Com instituted the "Platinum Certification" program described in Appendix A, 100 Programs Worth Knowing About. Platinum Certification is awarded only to programs that have been written to 3Com's guidelines for well-behaved PalmPilot programs. (This issue also explains the need for shareware like Backup Buddy, which backs up everything during a HotSync.)

What to Do When Disaster Strikes

If none of the suggestions in this chapter helps fix your PalmPilot, call 3Com's technical-help center at (847) 676-1441. If the PalmPilot is actually broken (and can't be fixed using the steps outlined in this chapter), 3Com will send a prepaid, cushioned box to you by overnight courier; pick it up; and return the device to you a couple of days later, all fixed.

If the disaster struck during the first year you owned the PalmPilot, and the damage wasn't caused by something you did (like dropping it), all of this is free. Otherwise, this luxurious service costs $100.

TIP: If you accidentally drop your PalmPilot, your heart may stop as you see pieces flying everywhere.

However, as my own accidental testing has shown, most of the time the pieces flying everywhere are the battery door, batteries, stylus, and (in pre-Palm III models) maybe even the memory door. The glass screen, the electronics inside, and the dark-gray case usually withstand desk-height drops.

All of those smaller pieces are easily snapped back together. If the PalmPilot doesn't turn on right away after such a trauma, do a soft reset, described next. Unless the fall was especially high or the angle was especially wrong, the PalmPilot usually picks right up from where it left off before the accident.

The Importance of Resetting

Every kind of computer offers a means of restarting in case of lockup, plus a means of starting up without any startup add-ons. The PalmPilot is no exception. The following techniques--the soft reset in particular--are amazingly useful. They can get you out of an impressive majority of hangs, freezes, glitches, and other software-based anomalies.

Soft Reset

A soft reset of the PalmPilot means turning it off and on again. But when some piece of buggy software has frozen the thing, you can press the on/off button from now until doomsday with no effect: the PalmPilot simply stays on, with a frozen screen. In such a case, you need to do a soft reset--a method of manually turning the device off and on again.

To do so, unfold a paper clip. Or, if you own a Palm III or later model, unscrew the plastic top (not the point) of the stylus to reveal a built-in "unfolded paper clip" pin. Use the paper clip, or the unscrewed stylus cap pin, to press the button in the Reset hole on the back of the palmtop, gently. (This hole is identified by the word RESET).

When you do a soft reset, the palmtop automatically turns on again. Your programs and information are 100% intact.

TIP: The true Piloteer, possessing a pre-Palm III model without an unscrewable stylus, carries a paper clip inside the PalmPilot, ever ready to do a soft reset when necessary.

There's a perfect place to stash it, too: in the battery compartment. Slip it, or even tape it, in the groove between the two batteries, replace the battery-compartment door, and you're in business.

And what if you have a Palm V, which has neither an unscrewable stylus cap nor a battery compartment? Well, you could always carry around a paper clip in your sock.

Warm Reset

A soft reset, as you now know, is the equivalent of turning the PalmPilot off and on again. But suppose the problem you're having is caused by the startup procedure--by a system-update patch (see Chapter 18, The Palm Family, Model by Model ), a HackMaster file (see Appendix A), or another startup file, for example. In such cases, a soft reset won't solve the problem. What you need to do is restart the machine with a virginal, untouched "System Folder," with no patches or add-ons--the equivalent of starting up a Macintosh with the Shift key down or Windows in Safe Mode.

To do this semisoft or warm reset, hold down the Scroll Up plastic button on the front of the unit. With this button down, press a paper clip's unfolded end, or the stylus's pin, into the Reset hole on the back of the unit, as described earlier.

If this procedure solves whatever problem you were having, do a HotSync to back up your data. Now do a soft reset, as described earlier, to start up the PalmPilot with all of its various startup add-ons.

TIP: Suppose you're encountering some strange software behavior on the PalmPilot. A soft reset doesn't eliminate the problem, but a semisoft reset does. In other words, you've established that the problem is caused by a HackMaster program (Appendix A) or an operating-system patch (Chapter 18). How do you remove whatever's causing the problem?

Removing HackMaster files is easy: Tap Applications ➝ HackMaster, and turn off the checkboxes of any "hacks" you want to remove. Turn the PalmPilot off and on again.

Removing Palm OS update patches is only slightly more involved. Perform a semisoft reset to turn all the patches off. Now you can remove these patches just as you'd remove any add-on program (see Chapter 7, Installing New Palm Programs).

Hard Reset

A hard reset is a drastic step--the equivalent of erasing your hard drive. It deletes all of your information, restoring the PalmPilot to the condition it was in when you bought it. Perform a hard reset only if you've done a HotSync to back up your data, and only if:

• You've tried soft and semisoft resets, and neither solved whatever problem you're having.
• You get a Fatal Error message after performing a soft or semisoft reset.
• You're giving or selling your PalmPilot to somebody else-- or getting a PalmPilot from someone else--and want to wipe it clean.

To hard-reset your PalmPilot, hold down the on/off button at the lower-left front corner. While this button is down, insert a straightened paper clip or the stylus-cap pin into the Reset pinhole on the back, as described in "Soft Reset."

A message appears on the screen: "Erase all data? YES = `up' button. NO = any other button." In other words, press the plastic Scroll Up button to perform a hard reset. (If you press any other plastic button, the PalmPilot simply turns on normally.)

Now the PalmPilot is in its factory-fresh condition, without any add-on software programs, system patches, or data except what came with it when you bought it. (If you experience strange behavior now, your PalmPilot is definitely broken. See "What to Do When Disaster Strikes," earlier in this chapter.)

To copy your data back onto this virginal palmtop, launch Palm Desktop (Windows) or HotSync Manager (Mac). From the Options menu, choose Custom (Windows) -- or from the HotSync menu, choose Conduit Settings (Mac). As shown in Figure 6-8, you can now double-click each of the conduit names -- Memo Pad, Address Book, and so on -- to open a customization dialog box (see Figure 6-9). Choose Desktop Overwrites Handheld in each case, and then HotSync; when it's over, your data will be restored to the palmtop.

Graffiti-Recognition Problems

See Chapter 3, Typing Without a Keyboard, for help with getting the PalmPilot to understand your Graffiti handwriting.

But if you're confident that you're drawing your Graffiti strokes correctly, it's conceivable that your digitizing circuitry has become corrupted, or that the touch screen's cable has come loose inside the machine. Do a quick test: install TealEcho, described in Chapter 3 (and included on this book's CD-ROM) to see exactly what shapes the PalmPilot is "seeing" when you write. If the circuitry is obviously nutso, detecting lines that you're not actually drawing, call Palm Computing; the repair is free if you're still under warranty.

HotSync Problems

3Com's studies indicate that a huge percentage of technical-support calls the company receives are about HotSyncing. No matter how well designed the PalmPilot may be, HotSyncing involves hooking up to a desktop computer--a beast hundreds of times more complex and balky. As you'll see in this section, nearly all of HotSync troubleshooting procedures involve work on the PC, not on the PalmPilot.

The First Steps to Take

If you can't get a local HotSync (where the PalmPilot is directly connected to your computer) to work, double-check the cabling and HotSync settings described in Chapter 6, HotSync, Step by Step. If HotSyncs still don't happen, here are some additional troubleshooting experiments to conduct.

1. Turn off any startup programs or system extensions that may be interfering with your ports. Fax software is especially suspect, because its purpose is to monitor your serial ports constantly.
2. Quit any telecom programs that may be running (America Online, Internet software, and so on).
3. On the Macintosh, if you've connected the cradle to the printer port, make sure AppleTalk is off. (To do so, choose Chooser from the Apple menu and click AppleTalk Inactive.) And if you have a Wacom drawing tablet, consider turning its control panel off when HotSyncing to avoid sluggishness.
4. On Windows, if you have an internal modem or PC card modem, it may be assigned to the COM port you're trying to use with your PalmPilot. (You'll see nothing plugged into the actual COM port, but the port is "stolen" by the internal modem.) Reassign the internal modem to a different COM port. For details on COM ports, see "The Windows Nightmare: COM Port Management" later in this section.
5. Try quitting the HotSync software and restarting it. On the Macintosh, this means opening the HotSync Manager program and clicking Disabled, and then Enabled. On Windows, this means exiting the HotSync Manager program and relaunching it.
6. Check to make sure you've plugged your cradle into the serial port you specified. To change the HotSync software's concept of which port it's plugged into under Windows, launch Palm Desktop; choose Setup from the HotSync menu; and select a different COM port. On the Macintosh, open the HotSync Manager program, click the Local tab, and choose the correct jack (modem or printer) from the Serial Port pop-up menu. (Don't be confused by the term Modem on the HotSync Manager's startup panel--it's not referring here to your modem port, but rather to performing HotSyncs over the phone line, as described in Chapter 6.)
7. Try a lower HotSync speed, especially if you're having trouble syncing with a laptop. On the Macintosh, this means opening HotSync Manager, clicking the Local Setup tab, and changing the Speed pop-up menu. On Windows, launch Palm Desktop, choose Setup from the HotSync menu, tap the Local tab, and change the Speed pop-up menu.
8. On either kind of computer, reinstall the Palm software.
9. Don't use any PalmPilot in a HotSync cradle designed for a different PalmPilot model. For example, don't use a Palm III in the cradle that came with a PalmPilot Professional, nor a WorkPad in the cradle that came with an original Pilot 1000 or 5000 model. You can sometimes get such setups to work, but you're asking for trouble. Each generation's cradle is slightly different.
10. If you can't HotSync to your laptop computer, the laptop's power-saving sleep mode may have closed its serial port. Quit and restart the HotSync monitoring software, as described in step 5.
11. Macintosh models with G3 processors--as well as 5400, 6400, 4400, Powerboat 3400, and many clones from Power Computing, Umax, Motorola, and APS --have a well-known hostility toward successful HotSyncing with the original Pilot software. When you try to HotSync, you get a message that "The connection between your PalmPilot and the Desktop was lost," or "could not be established."

Solution: Upgrade to MacPac 2.1, included on this book's CD-ROM.

12. If you're HotSyncing a lot of data, or if you're connecting to an older, slower Mac or PC, you may get a message that indicates that the PalmPilot has "timed out" waiting for a response from the PC. In other words, the PC took too long in responding to the PalmPilot's signal. The PalmPilot gives up in disgust, and the HotSync never takes place.

If this happens to you, and trying step number 5 again doesn't solve the problem, try this workaround. It's a sneaky feature, a "back door," intended primarily for programmers (also known as developers)--that's why it's called the Developer's Backdoor. In short, this feature tells the PalmPilot to wait forever for the PC to respond.

To invoke it, tap the Applications icon, and then the HotSync icon. Here's where things get strange: while pressing the scroll-up button (Palm III and later), or both scroll buttons (previous models), tap the upper-right corner of the screen until you see the message: "DEVELOPER'S BACKDOOR: DLServer Wait Forever is ON." Tap OK, and then try to HotSync again.

The PalmPilot will stay in "wait forever" mode only for one HotSync; if the PalmPilot shuts off or you cancel the HotSync, the PalmPilot returns to its normal impatient self. Sometimes, by the way, this special treatment is necessary only for the first HotSync; thereafter, HotSyncs work fine.

13. If you're still getting time-outs--your PC never "answers" the HotSync message--and even the developer's backdoor doesn't work, it's conceivable that your HotSync cradle is actually defective--for example, a couple of its metal contact points may be sunken in slightly.

If you can see that the contacts are messed up, contact 3Com. If not, try pressing the lower part of the PalmPilot forcibly backward against the back of the cradle (where the contacts are). (Also try cleaning the palmtop's contacts with a pencil eraser.) If the HotSync is now successful, you've found your problem.

14. If these steps still haven't produced positive results, consider testing your HotSync cradle to make sure it works. (See "Testing the HotSync Cradle," next.)

The Second Backdoor

While the purpose of the "Developer's Backdoor" is immediately useful--it makes your PalmPilot wait forever for the PC to respond at the beginning of a HotSync--there's a second backdoor that's a bit more mysterious, but highly entertaining (and perfectly safe).

Tap the Applications button, and then tap HotSync. To summon the first Developer's Backdoor, as you know, while pressing the scroll-up button (or, on older models, both scroll buttons), you tap the upper-right corner of the screen.

 

But if you tap the lower-right corner of the screen (while pressing the appropriate scroll buttons), you get Developer's Backdoor #2--a screen full of extremely impressive-looking technical gobbledygook, as shown above. Technically, they're low-level communications statistics--but the deeply impressed person looking over your shoulder on the airplane never needs to know that.

TIP: According to 3Com's tech-support staff, one of the most frequently heard complaints is that customers' Palm data doesn't show up in Palm Desktop, on your desktop computer, after a HotSync.

Actually, it's probably there. Check the User Name pop-up menu in the upper-right corner of the screen (Windows) or the name at the top of the toolbar or calendar (Mac). If it doesn't show your PalmPilot's name, then you're not looking at the results of your HotSync. (Remember, Palm Desktop can switch among many different PalmPilots' contents; some may even show up empty. See Chapter 8, Palm Desktop: Windows, and Chapter 9, Palm Desktop: Macintosh, for instructions on switching user files.)

Another source of confusion: capitalization matters in choosing a User Name. FRANK is not the same as Frank. Make sure you're viewing the one that really designates your PalmPilot.

Testing the HotSync Cradle

If you've tried every possible means of solving your HotSync problems on the computer end, it's faintly conceivable that your HotSync cradle itself is defective. Here's how to check.

Begin by quitting the HotSync Manager program (Windows) or by clicking the Disabled button in HotSync Manager (Macintosh). Then:

Windows 9x

1. Locate your HyperTerminal program (called Hypertrm on your hard drive). Launch this program. Type a name, such as HotSync test, and click OK.
2. At the Phone Number screen, choose "Direct to COM 2" (or whatever COM port your HotSync cradle is connected to) from the bottom pop-up menu. Click OK.
3. At the Port Settings screen, choose 9600 as the bits per second, and None for Flow Control. (The data bits, parity, and stop bits should already be set at 8, None, and 1.) Click OK.
4. Now you arrive at a blank white screen. Put the PalmPilot into the cradle; press the HotSync button.
5. If gibberish starts filling the screen, your PalmPilot and cradle are working correctly. If not, check your COM ports, as discussed above; and if that isn't the problem, your cradle may need to be replaced.

Macintosh

Use Zterm, a popular shareware terminal program, for this. (You can get it from http://www.shareware.com, among other places.)

1. Open HotSync Manager. Make sure HotSync monitoring is off (so that the button says Disabled).
2. While pressing Shift, launch Zterm. In the Port Selection dialog box, choose the appropriate port (modem or printer); click OK.
3. From the Dial menu, choose Directory. Click New.
4. Type in a Service Name, such as HotSync test. Leave everything else blank.
5. Choose 19200 as the speed. The data bits, parity, and stop bits should already be set at 8, None, and 1. Local Echo should be off, and Neither should be selected for Flow Control. Click OK.
6. With the HotSync test name highlighted, click Dial. A blank window appears.
7. With the PalmPilot in the HotSync cradle, press the HotSync button.

If you see gibberish filling the screen, all is well. If not, tap the Cancel button on the PalmPilot, and then tap the Local Sync icon. And if that doesn't send gibberish characters to the Mac, try repeating this test using whichever port you didn't select in step 2.

If you still can't HotSync, and you've tried the other steps in this chapter, your cradle may need replacing. Call 3Com.

The Windows Nightmare: COM Port Management

One of the most common causes of HotSync problems in Windows is the mis-assignment of your PC's COM ports. If your HotSync cradle isn't attached to an available COM port--and if the HotSync Manager software hasn't been informed as to which COM port that is--the HotSync process won't work at all.

Your PC probably has one or two COM port jacks on the back; you're supposed to plug such serial devices as mice, modems, PC-card adapters, and other computers into them. To complicate the issue, your PC may have additional, internal COM ports with no corresponding jacks on the back panel. If your PC has an internal modem, for example, it's probably connected to one of these internal ports.

But just finding a free COM port won't necessarily solve your HotSync problems. Internally, your COM ports speak to your PC's brain by making an Interrupt Request (an IRQ). The PC has a limited number of "channels" over which these communications can take place, so some COM ports (1 and 3, for example) generally share an IRQ channel. If any action takes place on COM ports 1 and 3 simultaneously--mouse movement and HotSync activity, for example--the result is the dreaded IRQ conflict. Both gadgets wind up temporarily dead. Your manual, the PC manufacturer's help line, or local PC guru should be able to help you out of such messes.

TIP: If you're running short of COM ports, and your PC can handle it, here's a quick way out: install a BUS or PS/2-style mouse instead of one that uses up a COM port. Such mice use IRQ channel 2, which frees up a COM port so that you can keep your HotSync cradle, mouse, and modem permanently connected.

Finding out about your COM ports

How do you find out what COM ports you have?

Windows 3.1

Run the program on your hard drive called Microsoft Diagnostics. At the DOS prompt, type MSD (and then press Enter). The screen that now appears tells you how many COM ports you have. It also tells you if you have a serial mouse; if so, it's using COM port 1. Moreover, if you have an internal modem, it's probably using COM port 2. When it comes to configuring your COM ports for use by the HotSync cradle, now you know which two COM ports you can't use successfully.

Windows 9x

Right-click My Computer; choose Properties from the pop-up menu. In the System Properties dialog box, click the Device Driver tab, and then click Ports (COM & LPT) to see how many COM ports your computer has.

Getting more ports

So what happens if you have no COM ports left over for your HotSync cradle?

• If you have an external modem, of course, you can unplug it and replace it with the HotSync cradle when you want to HotSync. You can also buy an A/B switch box for about $25 that lets you keep both the HotSync cradle and the external modem connected; you just turn a knob to switch between them.
• Laptop PC-card slots are generally treated as COM 2 ports. On some models, you can switch them off, thus freeing up COM 2 for use by your HotSync cradle (check your manual).

In general, laptops have more COM-assignment problems. If yours has an infrared transceiver, for example, it's probably using up one of your precious COM ports; fortunately, you can generally disable it.

If you do manage to free up a COM port for your HotSync cradle, your laptop still may have problems HotSyncing unless you choose a lower HotSync speed (see Chapter 8). Also remember that if your laptop goes to power-saving sleep mode while you're HotSyncing, the transfer will be interrupted; you may have to restart the machine (and certainly the HotSync Manager program) to try again.

• If one of your back-panel jacks is occupied by a network cable, you can replace it with the HotSync cable. (Be sure to turn off the networking software, too.)
• For about $50, you can buy a serial-port expansion card that gives you additional COM ports. (Installing it involves assigning IRQ channels, however, which is not for the novice.)
• If you have a Palm III or later model, consider installing the Palm OS 3.3 updater described in the next chapter. It lets your copy of the HotSync Manager see all available COM ports.

Secrets of the Dot Commands

Drop in on a Palm trade show or discussion group online, and you're sure to hear Piloteers drop references to the dot commands into their conversation.

That term refers to seven mysterious, for-programmers-only, undocumented commands. Most are useless, although fascinating; numbers 3 and 6, however, can be helpful under certain circumstances.

To trigger one of these commands, write the Graffiti ShortCut symbol (see Chapter 3 for details on ShortCuts)--which resembles a cursive, loopy, lowercase L drawn from the lower-left; then a period (two taps), and then one of the following numbers:

1. Puts your PalmPilot into a program-debugging mode--or just freezes it. Also opens the internal connection to the serial (HotSync) port, which may quickly drain the batteries. To exit this mode, perform a soft reset, as described at the beginning of this chapter.
2. A different debugging mode, much like 1.
3. The words No Auto-Off appear; you've just turned off your auto-power-shutoff feature. In other words, now your PalmPilot won't go to sleep after one, two, or three minutes (whichever is your Prefs setting, as described in Chapter 2, Setup and Guided Tour)--it stays on until you turn it off. This setting could be useful if, for example, you're reading a speech from notes on the screen and don't want the thing shutting off in the middle of your meeting. (To restore the auto-shutoff feature, do another soft reset.)
4. Briefly displays, in bold type, your PalmPilot's user name and secret internal number. Reported to be flaky and not worth trying.
5. Deletes your HotSync log and user name. Unfortunately, also deletes your PalmPilot's record of which information is current with your PC. As a result, the next time you HotSync, you'll get duplicates of every record (address, appointment, to-do item, etc.) on the palmtop!
6. Shows your PalmPilot's birthdate--the day its ROM chips were created. Kind of fun, actually.
7. Makes the word NiCad appear. You've just adjusted your PalmPilot's battery gauge (on the Applications screen) so that it more accurately reflects the state of AAA NiCad (or NiMH ) batteries, if you're using them (see the end of this chapter). Repeat this ShortCut again to make the word Alkaline appear--you've just restored the original setting, which is for AAA alkaline batteries.

See Chapter 15, Paging, Faxing, Printing, and Beaming, for three more dot commands (which control beaming) or Chapter 18 for a special dot command that reverses the strange backlighting of the Palm IIIx, V, and VII. Now that you know about the dot commands, go forth with new confidence--you're a real insider now.

Modem HotSync Troubleshooting

Modem HotSyncs almost never work perfectly on the first try. Don't be discouraged if you're not successful at the outset. Instead, try these steps:

• Turn up the speaker volume (on PalmPilot and WorkPad models; see Figure 6-15) so that you can hear where the dialing is going astray. You may need to insert commas into the dialing sequence if you're using a calling card, for example.
• Try choosing a slower speed, both on your PalmPilot and on your desktop PC modem.
• Confirm that the desktop computer you're dialing into hasn't gone into power-saving sleep mode, been turned off, had its modem turned off, or had its power strip turned off. And, of course, make sure that the HotSync software is up and running on the desktop computer. Confirm that no fax or other telecommunications software is interfering with the modem port.
• If your modem has a power-saving "sleep" feature but no actual on/off switch, you're out of luck. Once you're away from your computer, you have no way to wake the thing up to receive your PalmPilot's call.
• Try to recall whether or not your internal PC modem is a Megahertz or Hayes Accura brand. These models have known problems answering HotSync modem calls.

Solution: Launch a modem program, such as HyperTerm; follow steps 1 and 2 of "Testing the HotSync Cradle," earlier in this chapter. Once your PC is successfully communicating with the internal modem, type ATSO=1&W and press Return. You've just issued a command to your internal modem that should solve the problem.

Palm Desktop Problems in Windows

Palm Desktop, described in Chapter 8, is the PalmPilot's home-base software on your PC. Because it must interact with your other programs--such as Microsoft Excel and Word, not to mention Windows itself--it's substantially more susceptible to problems than the actual PalmPilot. Here are some of the ways out of trouble.

Can't Reclaim the Port?

When you've completed a modem HotSync, your desktop computer remains on the alert for your next HotSync from the road. In other words, the HotSync software continues running so that you can dial in the next time.

In fact, on Windows, even if you exit the HotSync Manager program by double-clicking on the system tray icon and choosing Exit, HotSync Manager continues running, despite the disappearance of its icon from the system tray.

So who cares? You will, if you now try to use that modem port with any other program. To reclaim the port, either restart the computer or press Ctrl-Alt-Del to bring up the Close Program and shut down the communications port. In fact, do that twice. Your port should now be free.

Word and Excel Macro Icons Not Visible
or Not Working

Under Windows 95, using Pilot Desktop 2.0, you're supposed to see icons for Microsoft Word and Excel (if you have them installed on your PC). They let you drag-and-drop data from your Palm Desktop window to create automatically formatted reports, as described in Chapter 8.

If the Word and Excel icons don't show up, or nothing happens when you drag data onto them, maybe it's because you have Office 97, but you're using Pilot Desktop 2.0 (which doesn't work with Office 97). Upgrade to Palm Desktop 3.0 or later, available at http://www.palm.com.

If that's not the trouble, then your Windows registry is probably confused. The lengthy but effective repair process is described at http://palmpilot.3com.com/custsupp/helpnotes/desktop/macronst.html.

Excel Doesn't Launch When You Click
the Expense Icon

If you get an error message when you click the Expense icon in Pilot Desktop ("Microsoft Excel could not be found"), then your Windows registry has gotten confused, as it's wont to do. The solution is long and complex, but it works like a charm; it, too, is described at http://www.palm.com.

Error Message: "Word Basic Err=513
String Too Long"

You get this message when you try to drag-and-drop too much Address Book or Memo Pad information onto the Word icon in Pilot Desktop 2.0 or later. (The limit is 65,536 characters.) Drag less material to avoid the message.

Some Expense Categories Don't Show

This problem occurs when, in Palm Desktop, you click the Expense button to launch an expense report--but when you inspect the resulting Expense Report in Excel, some of your Category names don't appear.

The problem is that you created a category called Expenses in your PalmPilot's Expense program. That's a no-no; "expenses" is a keyword used internally by the PalmPilot software, and you're not allowed to use it in your category names.

The solution is simple: rename the category on your PalmPilot. (If the problem persists, you'll have to paste the records from the Expenses category into another category.)

Error Message About "AWFXCG32.DLL Problems"

AWFXCG32.DLL is a Microsoft Fax Mail file. Check the internal version number of your copy of Microsoft Fax--in Windows Explorer, use the Properties command. You need version 4.0.962 or later.

Goofy Text at the End of Email Messages

If, after HotSyncing, your PalmPilot shows a bunch of header-like information at the bottom of your email messages, you're probably using Microsoft Exchange version 4.0.837.0 as your PC email program. Update to a later version, such as the one that's been renamed Windows Messaging.

Error Messages with Microsoft Exchange

If you're still using Microsoft Exchange as your desktop PC's email program, you can prevent HotSync error messages by taking these steps:

• Don't HotSync more than 100 emails at a time.
• If the PC starts dialing to get new mail before proceeding with the HotSync, hit the Cancel button.
• Make sure there aren't any email messages saved into Microsoft Exchange's Draft folder.

For what it's worth, subsequent generations of Microsoft mail programs (such as Windows Messaging or Microsoft Outlook) don't have these limitations.

Macintosh: Problems with the MacPac 2

Palm Desktop 2.1 and its accompanying software, included with this book, is so dramatically improved from what came before it that the number of things that go wrong is very small. Chapter 9 covers some of these quirks, such as the peculiar relationship between notes and other records in Palm Desktop. Here are a few other items worth noting.

HotSync Gives Up

If you're HotSyncing a lot of information, you may need to give HotSync Manager (in your Palm folder) more memory. Highlight the icon, choose File ➝ Get Info ➝ Memory, and increase the Preferred Size. Try adding about 25 percent at a time until the problem goes away.

You Bought the 2MB Upgrade Card and Can't HotSync to Your Mac

Early versions of this upgrade card were buggy. Call Palm Computing for a free replacement.

Software Troubles on the PalmPilot

Many of the PalmPilot's potential pitfalls are relatively minor (and very rare). This section covers a few of them.

Mail Messages Deleted

This problem must baffle hundreds of PalmPilot users all over the world. The symptom: You HotSync email from your PC to your PalmPilot's Mail program. But when you read the messages, any that have the same subject line have disappeared (except one)!

That's just the way life is with Palm Mail. Only the first message with any particular subject line gets transferred to the PalmPilot; others are ignored. You'll have to respond to those messages on your desktop PC.

To Do Items Shift by One Day

If you're using an original Pilot model (the 1000 or 5000), you may be susceptible to this bizarre bug. It crops up when Windows adjusts its clock for Daylight Savings Time, believe it or not. The result: To Do items in Windows Pilot Desktop 1.0 (not on the PalmPilot itself) suddenly appear a day early. (Lord knows we can't have that--you wouldn't want to finish your tasks early!)

The solution is to replace your TODO.DLL file with a repaired one, which is available from http://palm.3com.com/custsupp/helpnotes/palmapps/todost.html.

Ignoring the Dial Tone

Under normal circumstances, a PalmPilot modem doesn't begin dialing until it "hears" a dial tone. Sometimes, however-- especially when you're traveling overseas, where the dial tones sound different--it's helpful to turn that "wait until you hear it" feature off.

To do so, tap Applications ➝ Preferences; from the upper-right pop-up menu, choose Modem. Add X3 to the end of the existing codes in the String field. From now on, the modem won't bother waiting for a dial tone; it will simply begin charging ahead, dialing whether there's a dial tone or not.

Wrong Answers in Calculator

The Calculator in the Pilot 1000 and 5000 models occasionally gave mathematically questionable results. The solution is to install the "SlimCalc" replacement. See the "Pilot: Return of the Pentium Bug?" sidebar in Chapter 5, The Other Built-In Programs, for instructions.

HotSyncing Takes Longer and Longer, and ShortCuts Are Incredibly Slow

This particular snafu primarily affects power users, or other people who frequently perform a soft reset, described at the beginning of this chapter. It affects every PalmPilot model, and goes like this:

Every time you reset your palmtop, three invisible ShortCuts are added to your list, even though they're already there. (See Chapter 3 for details on ShortCuts.) Oddly enough, these are the three beaming dot commands described at the end of Chapter 15. If you reset your palmtop enough, these superfluous ShortCuts will accumulate, eventually numbering in the dozens or more. Every time you HotSync, of course, your shortcuts database must be transferred to your desktop computer, which takes longer and longer as the invisible ShortCuts list grows. And if you try to open your actual ShortCuts screen, as described in Chapter 3, you'll find that the palmtop grinds to a halt as it sorts its massive list of invisible text entries.

The solution is to run dbScan, a utility program included on this book's CD. The latest version neatly prevents your invisible ShortCuts from building up.

I'm Worried About the Year 2000

Don't be. The PalmPilot is built on the same Motorola chip family as the Macintosh, and therefore, as on the Mac, all functions will run smoothly until the morning of February 6, 2040. (A simple software patch will extend the chip's useful life to the year 20,000.) And besides, if you're still keeping your data in the PalmPilot you're using today in 2040, you've got bigger problems than the year 2000 bug.

Disappearing or Shifting Date Book Entries

If you travel with a laptop and your PalmPilot, don't change the laptop's time-zone settings (in Windows' Regional Settings or Date/Time control panels) as you arrive in each new city! If you do, when you HotSync, times and dates of your PalmPilot's dialog box appointments can shift in bizarre ways. Recurring events may disappear entirely, and discrepancies between the appointments on your PalmPilot and on your laptop may appear.

To end the chaos, reset your laptop's time zone to its original setting; your Date Book entries should sort themselves out at the next HotSync. If you must know what time it is in your new city, change the time zone on the PalmPilot, but not on your laptop.

TIP: The shifting Date Book syndrome isn't limited to laptop travelers. Anyone who has the wrong time zone selected (or no time zone at all) may experience shifting appointment times on the PalmPilot. (This means you, too, network users. The network's time should also be correctly set.)

On the Macintosh, you set the time zone in the Date & Time control panel. In Windows 95, check the Regional Settings or Date/Time control panel. (In Windows 3.1, the process is long and complex; see http://palmpilot.3com.com/custsupp/helpnotes/palmapps/timefix3x.html for step-by-step instructions.)

Hardware Troubles

This section covers some hardware difficulties you may occasionally encounter and their solutions.

My Screen Is Completely Blank!

The completely black or completely white syndrome strikes many a Piloteer. In most cases, the problem is simple: while jostling around in your pocket or briefcase, the contrast knob at the edge of the unit got turned all the way to black or white. (That's probably why, on the redesigned Palm III and all later models, the contrast knob is much harder to turn accidentally.)

My Screen Is Still Completely Blank!

If the contrast knob isn't the problem, it's conceivable that your memory card has come loose inside the palmtop (after being dropped or swapped, for example).

If you checked the memory card, tried a soft reset (described earlier in this chapter), and checked the contrast knob, but the screen is still empty, your PalmPilot probably needs to be repaired.

Finally, hold the palmtop up to your ear and listen for the faint buzz. If you don't hear it, your batteries, or your palmtop, may be dead. If you hear the buzz, the screen's connector cable may have come loose inside. Contact 3Com.

Humming Sounds from the PalmPilot

If you've never heard this hummy, hissy sound, try it right now: Hold the PalmPilot right up to your ear and turn it on. (Turn the backlighting on for a much louder hum.)

The sound is perfectly normal, and there's nothing you can do about it; it's made by the gadget's electronics. (As 3Com explains it: "The humming is caused by the power supply coupling with the speaker circuit.")

You may also hear, by the way, a tiny, occasional tick sound. That, too, is normal; it's the battery circuitry checking out the sound circuitry.

Beaming Problems

If you can't get beaming to work (see Chapter 15), remember that both the sending and receiving units must be infrared-equipped. They must be between two and 20 inches apart, and their infrared panels should be able to "see" each other. The recipient's Beam Receive option must be turned on, too.

Finally, note that the receiving PalmPilot must have at least twice as much memory free as the transmitted item it's receiving (50K free for a 25K beamed application, for example).

Power Button Needs to Be Pressed Twice

If your PalmPilot won't turn on with a single press of its on/off button, your batteries may be low. If that doesn't solve the problem, and you have an original Pilot model, install System Update 1.0.6, included on this book's CD-ROM.

Screen Taps Don't Do Anything

If tapping onscreen elements doesn't seem to work, try re-aligning the screen layers, as explained at the beginning of Chapter 2.

One of the Silkscreened Button Icons Doesn't Do Anything

If you tap, for example, the Menu icon and nothing happens, chances are that everything's fine--there simply aren't any menus in whatever program or screen you're using. Similarly, tapping the Calculator icon doesn't do anything if the Calculator is already on the screen, the Find icon does nothing if the Find box is already open, and so on.

Buttons Stick

On original Pilot models, this was a known design problem. 3Com will fix it for you-- or at least would have during the first year you owned the Pilot.

Oily or Sticky Film On the Screen

If diluted Windex on a soft cloth doesn't get rid of this goop, contact 3Com to request a replacement PalmPilot.

The Battery Drains Too Fast

Do you keep your palmtop in its cradle your desk? Bad idea. Palm fans on the Internet were quick to discover what's certainly the most egregious design flaw in the Palm world: whenever your palmtop is sitting in its cradle, even turned off, the serial connection is open--and your battery juice quietly drips away, like car oil onto the garage floor.

Various radical solutions have been proposed, from keeping a piece of plastic wrap over the connector to dismantling the cradle and cutting the offending pin (at this writing, instructions are at http://www.conklinsystems.com/pilot/drainfix.shtml). The best solution, of course, is not to leave your PalmPilot in the cradle. Unless it's a Palm V, of course--in that case, the cradle is the best place for the PalmPilot to be when it's not turned on.

There's a Dark Spot on the Screen

Pity the hundreds of people who bought 3Com's leather slimline case, inserted the PalmPilot, closed the cover, and pressed with their thumbs to make the Velcro adhere to the palmtop. Doing so has one traumatic side effect--it creates a dark spot where you pressed with your thumbs.

This screen damage recovers somewhat over the ensuing hours, but never completely. 3Com may or may not consider this a warranty-covered repair, depending on its mood.

The Palm V Turns On by Itself and Chatters

You'll find a discussion of this disturbing problem in the next chapter.

The Palm IIIx Screen Has a Ghosting Grid

You probably noticed this disturbing problem in the Week or Month views of your Date Book program. No amount of fiddling with the contrast control gets rid of these faint gridline extensions that shoot all the way off the screen.

Fortunately, the solution is easy: download and install the OS 3.1.1 update from the Support area of http://www.palm.com. No more ghosts!

Understanding Palm Memory

The PalmPilot uses memory (RAM) in some remarkable ways. For one thing, RAM takes the place of the hard drive on a traditional computer. All of your data, as well as any programs you install yourself, reside permanently in memory. Only the battery juice keeps these programs and data from vanishing into the ether. (The built-in programs--Memo Pad, Address Book, Mail, and so on--are permanently burned into the ROM circuitry, so you never need to fear losing them.)

TIP: Because the built-in programs are stored in the device's ROM, you can't delete them. The Memo Pad, Address Book, To Do, Date Book, Mail, and Expense programs are permanently part of your PalmPilot.

On the other hand, even if you never use some of these programs, you shouldn't be bothered by their undeletability. Because they're etched permanently in silicon, they use up no RAM at all.

In this day of PCs that come with 64MB of RAM, you might have been startled when you first learned that your new palmtop came with only half of a megabyte (original Pilots) or, at most, four megs (on Palm IIIx units).

But the truth is that PalmPilots--and Palm programmers--use RAM far more efficiently and compactly than desktop computers. A chess program that might require 4 megabytes of memory in Windows requires only 17K on the PalmPilot. It's the rare PalmPilot owner, therefore, that ever comes close to exhausting the RAM that came built into the palmtop.

The memory-management center on a Pilot or PalmPilot model is the Memory application. Tap Applications ➝ Memory to launch it. On the Palm III and later models, the Applications screen's Delete and Info commands replace the Memory application.

Chapter 5 includes a complete discussion of the Memory and Applications screens; for now, note that they're what you use to see how much RAM each of your programs is using up, and delete programs you no longer need.

Memory Troubleshooting

If you're trying to install onto a pre-Palm III model a new program that should fit into your remaining RAM, but the installation fails when you run a HotSync, your memory may be fragmented (broken into smaller pieces, each of which is too small to accommodate the program you're trying to install). For example, HackMaster, the powerful feature extender described in Appendix A, locks itself into a certain spot in your PalmPilot's memory, effectively breaking up the memory on either side of it into smaller fixed pieces.

To dislodge this plug in your memory pipes, tap Applications ➝ HackMaster and turn off all the checkboxes. Launchpad and PowerFix are other utilities that may create memory blocks; if they're creating new-program installation problems for you, delete them.

Now your HotSync (complete with new-program installation) should proceed smoothly. Re-enable your HackMaster modules (or whatever other utilities you disabled).

Where's My RAM?

If you launch the Memory program, you may be startled to see that your PalmPilot has only a fraction of the memory it was advertised as having. A Palm III, for example, seems to have only 1952K free (instead of 2048).

The "missing" RAM is being set aside by the Palm OS itself, which reserves a blob of memory--the dynamic heap--for use by your applications. In the latest models, such as the Palm V, this reserved space has been increased from 96K to 128K--in other words, the "2MB" Palm V has less usable RAM than the "2MB" Palm III! (The larger heap space is preferable, however, since it lends greater stability to the machine.)

Consider yourself lucky; 6 percent is a far lower percentage of the PalmPilot's RAM than your desktop computer's OS uses of its memory.

The Greatest Memory Secret Ever Told

The operating system on original Pilot and PalmPilot models came on a ROM chip, exactly as on any normal computer--that is, permanently etched in silicon. But the Palm III and subsequent models come with flash RAM--a reprogrammable ROM chip. The beauty of this arrangement is that when Palm Computing releases an improved version of the operating system, you'll be able to upgrade your machine without having to exchange circuit boards, as you did on the original models.

In effect, your "2MB" Palm III, Palm V, or Palm VII actually has 4MB of memory. And the Palm IIIx, advertised to have 4MB of RAM, actually has six. In each case, an unadvertised 2MB is reserved for the operating system and built-in programs.

But the Palm OS, as you may have heard, is famously compact; so are the built-in programs. Even 2MB would seem generous for these small programs -- and it is. In fact, they only consume 1224K of the space set aside for them. Wouldn't it be nice if the remaining 824K, currently sitting there wasted on every Palm III and later model, were available for you to use for your own stuff?

This long-winded explanation is why the $30 FlashPro program (http://www.trgnet.com) is such a great value. Its sole purpose is to let you access that wasted RAM, in effect turning your 2MB PalmPilot into a 2.8MB PalmPilot.

At shown in Figure 17-1, you just tap the names of the programs you want copied into flash RAM (or back again). The copying takes only seconds. You can consider the newly available flash RAM as either extra storage space or as a backup of important programs in your main memory (not that PalmPilot main memory is particularly prone to failure).

Figure 17-1. The FlashPro program on your Palm device shows where each program is stored--in actual RAM or in flash RAM (left). You can easily move programs back and forth (right).

The single fly in this otherwise exciting ointment is that not every program runs when launched from flash RAM. A handful give you error messages; others actually crash. HackMaster files, in particular, shouldn't be copied into flash RAM while they are turned on. (See Appendix A for details on HackMaster.) Some older email and web programs crash when run from flash RAM; so do data files, those whose names end with .pdb (such as Doc files described in Chapter 10, PalmPilot: The Electronic Book). Although the vast majority of Palm programs are flash-friendly, the careful FlashPro user occasionally drops into the http://www.trgnet.com web site to consult the compatibility list.

TIP: Your first instinct is probably to consider FlashPro a gift of additional memory. Remember, however, that flash RAM is nonvolatile ; like the built-in Palm programs stored there, this information doesn't need battery power. It's permanent until you change it.

Therefore, consider making backup copies of your most important programs--including FlashPro itself--in your flash RAM. Keep backup copies of your Date Book and Address Book data files there, for example. (Generally, such data files don't run from flash RAM, but there's nothing to stop you from storing them there.)

That way, even if you drop the device and the batteries fly away, or you take the batteries out for more than 10 minutes, your most important data is still preserved in the nearly indestructible flash RAM.

Battery Management

The PalmPilot sips battery juice at a slower rate than nearly any other computer you can buy. A color Windows CE device runs through its pair of AA batteries in a matter of hours--not weeks, as with the PalmPilot. Even people (such as 3Com employees) who use their PalmPilots constantly-- especially people who do a lot of HotSyncs and infrared beaming--get nearly a month out of each set of batteries.

TIP: You might assume that the PalmPilot has two basic operating modes--on and off. Actually, though, it's constantly lapsing into a third mode called idle, in which the processor is shut down, using no battery power; that's the state your palmtop is in whenever you're reading something on the screen (as opposed to writing or punching buttons). The instant you begin tapping or writing, the processor wakes up. Since most people spend more seconds studying what's on the screen than manipulating it, idle mode is one of the great secrets of the device's long battery life.

What Happens as the Batteries Run Down

A fresh pair of AAA batteries generates 3 volts of power. (You can track your current pair's remaining charge by viewing the "fuel gauge" on the Applications screen.)

When the batteries are down to 2.1 volts and then 1.8 volts, low-battery warning messages appear on the screen. Even then, you still have several days' worth of typical use left in your current pair of AAAs.

When the remaining juice is very low, you may begin to encounter bizarre operational problems. The PalmPilot may take longer to translate your Graffiti gestures into text, programs may take longer to launch or operate, and you may need to press the on/off button twice to turn the palmtop on. At this point, you should HotSync and replace the batteries.

Still, there's no call for paranoia; even when the batteries enter hibernation mode at 1.6 volts, your data is safe in the PalmPilot for weeks (or one week on the Palm V). You can't even turn the PalmPilot on, but your data is still preserved, and all will be well after you insert fresh AAAs. (If the PalmPilot won't turn on even after it has fresh batteries, perform a soft reset, as described at the beginning of this chapter.)

TIP: For reams of fascinating PalmPilot battery information, visit http://www.pstech.de.ppp.

Your data is only jeopardized, in fact, when there are no batteries installed. In that event, your data is erased in a matter of minutes. (The Palm VII is a special case, as described in Chapter 16, Palm VII: Wireless Email, Wireless Web.)

How to Change Batteries

HotSync before you change batteries. Insert the replacement pair within a minute or two of removing the dead pair. 3Com suggests replacing the batteries one at a time--that is, take out dead battery A and replace it, and then take out dead battery B and replace it, although nobody's ever shown an advantage over replacing both at once.

If you jump to the Applications screen just after installing new batteries, by the way, you might be alarmed to see that the battery "fuel gauge" graph is still on "empty." Give it time; the bar will gradually fill up again as it notices the fresh batteries.

Of Alkalines, NiCads, and Renewals

3Com recommends disposable alkaline batteries for the PalmPilot--not just because of their long life, but also because they are depleted at a smooth rate. When the remaining voltage in them reaches a certain level, the PalmPilot's circuitry can accurately show you "low battery" warnings when there's still enough charge to give you time to seek out fresh ones. (PalmPilots, Palm III, and subsequent models show these warnings earlier than the original Pilot models.)

You might suppose that rechargeable batteries would be ideal for the PalmPilot. When one pair of AAAs runs down, you can simply charge them up instead of buying a fresh pair. And the most common kind of rechargeable batteries--the nickel-cadmium (NiCad) type, such as those made by Panasonic-- can be recharged hundreds of times before requiring replacement.

Unfortunately, NiCads have a significant drawback: their voltage drops off abruptly at the end of their charge. They're likely to drop dead so fast that the PalmPilot doesn't have a chance to warn you. The result: you don't have time to replace them. And remember that once your PalmPilot's batteries are completely dead (NiCads lose their remaining charge very quickly once depleted), you have only a matter of minutes to replace them before your data is erased.

One type of rechargeable battery doesn't suffer from the NiCad quick-dropoff syndrome: rechargeable alkalines, such as Rayovac Renewal batteries. Unfortunately, you can't recharge these as many times in their lifetimes--25 times or less. And their charge doesn't last nearly as long as disposable alkalines. But they behave exactly like regular alkalines, complete with a smooth voltage dropoff at the end of the charge. There's a wrinkle here, too, though--Renewals like to be "topped off." They last longest, and gain the most charge, if you never let them drain fully, and instead frequently recharge them in midstream.

Squeezing More Life Out of Your Batteries

If you rely on the auto-shutoff feature, you can squeeze more juice out of each pair of batteries by setting the PalmPilot to turn itself off after only one minute (instead of two or three). To do so, tap Applications ➝ Prefs ➝ General. Tap the "Auto-off after:" pop-up menu to make your choice. (If you switch your PalmPilot off promptly whenever you're finished consulting it, of course, this trick won't help you.)

Some perfectly natural actions make the batteries drain much faster: using the backlight, HotSyncing, beaming, and even leaving the PalmPilot in its cradle, as described earlier in this chapter.

Finally, if you're willing to pay the higher price for "ultra" alkaline batteries, introduced by most battery companies in 1998, you'll find that they power your PalmPilot longer than any other kind of battery.

The NiMH Future

The most promising battery technology for the Palm platform is not NiCad or rechargeable alkaline, but nickel-metal-hydride (NiMH). These rechargeables, made in AAA sizes by Panasonic and others, have much higher capacity than their rivals and have no memory effect. Their charge does drop off rapidly when exhausted, but the timing of the PalmPilot's warnings can be adjusted with software, such as the shareware Voltage Control, so that you're still given plenty of warning. Palm Computing is enthusiastically studying NiMH technology for inclusion in new products.

Executive Tip Summary

• A soft reset is among the most useful troubleshooting tips you can know--for use when the PalmPilot is frozen. To perform one, insert the unscrewed stylus-cap pin or a straightened paper clip gently into the Reset hole on the back panel until the device turns on again.
• Carry a paper clip in the battery compartment so you'll be ready to do a soft reset when necessary, or use the unscrewable stylus end-cap.
• If you think it might be helpful to erase your PalmPilot completely, perform a hard reset. While pressing the power button, push a paper clip or the stylus cap pin into the Reset hole on the back panel. When the message on the screen tells you to do so, press the scroll-up plastic button. Your PalmPilot is now as empty as the day you bought it.
• If you don't want your PalmPilot to shut off automatically to save battery power, use one of the secret Dot Commands: draw the ShortCut symbol (a lowercase cursive L), a period, and then the number 3. Now the palmtop will only turn off when you actually turn it off yourself. (To restore the auto-off feature, return to the General screen of the Preferences application and choose something, anything, from the "Auto-off after" pop-up menu.)
• If you're having trouble HotSyncing, the problem is most likely related to fax or modem software or, on Windows, confusion about which COM port the HotSync cradle is attached to.
• Your information is safe in the PalmPilot for several minutes when the batteries are removed. Even with drained batteries, though, your PalmPilot data is safe for several weeks (even if the PalmPilot won't turn on).
• Consider rechargeable NiMH batteries if the idea of rechargeables is attractive to you. Avoid NiCads, however; at the end of each charge, they deplete too quickly for your PalmPilot to warn you.
• If you have a Palm III or later model, $30 buys you 40 percent more RAM in the form of FlashPro, ingenious commercial software from TRG.

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