Common Palm problems
Click on the problem you are interested in to get more information or a link to a document offering a solution.
If you didn't find your problem listed also check document 39043 — PDA and Palm Pilot FAQs.
If you get an error similar to HotSync Manager Could not open port COM1 Please verify that COM1 is available and make any changes in HotSync Setup. your synchronizing software may be unable to find your com port. The first step is to shutdown your machine, remove the Palm from the cradle, unplug the cord and plug it back in again and return the Palm to the cradle. The error will also occur if the Com port is not properly enabled or if there is a conflict for port resources. To resolve this problem see document 29023 — Port error installing Palm software.
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Check your settings in the IntelliSync configuration manager. Make sure the path to notes.ini is correct, and that your Lotus Notes password is correct. Make sure that all of the databases you are trying to synchronize to exist. For example the journal.nsf may not exist and thus synchronizing to notepad will fail. See document 29025 — Unable to write or update application data.
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If you get an error Failure to HotSync. your Palm may be out of memory. Try freeing some memory by deleting unnecessary applications or archiving data then try again. See document 39054 — How to install or uninstall Palm applications.
If you are having problems with synchronizing try the following:
Make sure the "local" option is checked in the HotSync manager.
Click on the HotSync icon in the system tray.
If there is no check mark next to Local click on Local to select it.
Make sure you have the correct Com port selected.
Click on the HotSync icon in the system tray.
Select Setup....
Click on the Local tab. The Com port is usually Com 1. Click in the box if you need to change it. Note: if that does not correct the problem keep in mind that you changed the setting as you should change it back before continuing troubleshooting. In most cases Com 2 is being used by the modem and cannot be used for the Palm cradle.
Shut down your computer, disconnect the Palm cradle, then reconnect it making sure it is firmly seated.
Make sure you are using IntelliSync as your synchronizing software. EasySync and other synchronizing software is not supported. If you are not using IntelliSync see 39049 — How to install IntelliSync for the Palm organizer.
Make sure IntelliSync is properly configured, including your Lotus Notes password. Before you review your configuration settings think about whether you have set things up according to the default instructions (synchronize with Lotus Notes To-do, Datebook (Calendar), Mail, and Address book, but not Journal (Notepad) or Expense. If you have made any different choices you will have to account for that in reviewing the instructions. See document 39065 — How to configure IntelliSync for the Palm organizer.
Uninstall then reinstall the Palm Software and IntelliSync. For help on uninstalling see document 69004 — How to uninstall and install software. Once you have uninstalled the Palm and IntelliSync software reinstall it through the software library. See document 39049 — How to install IntelliSync for the Palm organizer.
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If the wrong application starts when you press an app button it may not have entirely cleared a previous application from memory. This can usually be resolved with a soft reset. See document 39046 — How to reset your Palm.
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Remove the application, synchronize then try reinstalling the application.
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This can usually be resolved with a soft reset. See document 39046 — How to reset your Palm.
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Try adjusting the contrast. See if there is a contrast wheel on the underside of the Palm. You may need to use a thumbnail to turn it.
Check that the batteries are properly seated or try replacing the batteries. Wait four minutes after installing new batteries to try pressing the power button. If you have a Palm V leave it in the cradle for about 4 hours to recharge.
Try to synchronize, that will help tell if it is a screen problem or a power up problem.
If synchronizing doesn't work do a soft reset. See document 39046 — How to reset your Palm.
If you have a Palm with an upgrade memory module it may have come unseated. If your Palm has a memory card door on the back, click here for instructions on reseating the card.
Temperature extremes will also cause the screen to be either very dark or completely "bleached" out. Try again when the Palm is at normal room temperature.
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A loose memory card can prevent proper initiation. Not all models have easily accessible memory cards. These directions are only for models with a memory card door on the back of the machine.
Carefully remove the memory card door on the back of your device.
You can facilitate the removal of the memory card door by using the tip of an unfolded paper clip to gently press the release, located in the hole at the center of the unit, while sliding the door out from the top of the unit. Be careful not to force the paper clip through the hole or insert anything into the hole when the memory door is not in place.
Use a blunt, thin object to gently but firmly press the memory card into its socket. Make sure that both sides of the card are inserted evenly into the socket.
Check that the side clips that hold the card in place are completely latched onto the memory card.
Replace the memory card door securely.
Do a soft reset. See document 39046 — How to reset your Palm.
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Changing the "Auto-off" setting can improve battery life. To change the default 2 minute setting, go to Applications, then Preferences, and select 1, 2, or 3 minutes from the "Auto-off after:" pull down menu.
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You may need a different style case, or to change where you are carrying the Palm. You may wish to use small pieces of self-stick foam to prevent the case cover from pressing on the buttons. It is ugly, but it works.
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If your HotSync sounds don't start when you HotSync, check in preferences to see if sounds are checked.
You cannot make the alarm louder. Putting the Palm on a hard, flat surface may help. You can also try changing the sound to something that may be more noticeable. You might also want to look for 3rd party applications that allow you to change the alarm sounds and duration. Even if it isn't louder the different sounds may be easier to hear.
If the alarm doesn't sound at all with your Palm V try a soft reset. See document 39046 — How to reset your Palm.
Some sounds are normal. See 39043-sound What Sounds are normal for the Palm?
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You may see "rings" or "spots" under the screen under under bright or florescent lighting. Although not a serious problem, this is can problem. Check with Palm to see if it is covered by your warranty.
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Appointment times changed or date doesn't advance.
Make sure you check that the time and date on your Palm and your computer match before HotSync. Your appointment times may also be off if you switch time zones. Your calendar may not act properly if the batteries are too low, so check the battery charge. HotSync the Palm, check the battery charge, then perform a soft rest. See document 39046 — How to reset your Palm.
To check whether the date is advancing properly:
Go to the Prefs application
Select General
Note the date then set the time to 11:59 PM.
Turn off your Palm and wait one minute
Turn on your Palm and verify that the date has advanced one day
If the soft reset did not resolve the problem you will need to determine whether the problem is with the Palm, or with external software. To remove external software perform a hard reset and check the date advance again. See document 39046 — How to reset your Palm. If your problem is solved then there was some kind of software conflict. If the hard reset did not resolve the problem then your unit may need repair.
Also see the document on the Palm site: http://www.palm.com/support/helpnotes/hardware/dateadvanceprob.html
If the screen does not seem to properly recognize the location on the touched by the stylus the touch screen needs digitizing. See document 39053 — Recalibrating the Palm touch screen.
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Windows NT does not support USB. If your machine is Windows 2000 and you are having trouble with the USB port open a NorthStar ticket to make an appointment for service. Be sure to include your contact number. Describe the problem in detail, especially the steps you took to try to correct the problem. You will be contacted by the appropriate party. For more information on creating the NorthStar ticket, see Eureka! document 39068 — How to submit a computer or peripheral for repair.
Created by the PeopleSoft Knowledge Management Team.
Copyright © 2000
All rights reserved.
Created: db 04/26/2000
Revised: db 10/09/2002