A-BU7-100-11 (1) Troubleshooting Troubleshooting Q&A Personal Entertainment Organizer PEG-TH55 • My CLIÉ handheld does not work properly • Error messages • I cannot enter text properly • I forgot my password • HotSync® problems • I cannot beam data • I cannot exchange data using the Bluetooth® function (for models containing the Bluetooth® wireless technology only) • I cannot make a backup • Peripheral devices are not recognized • I cannot connect to the Internet • The contents of websites cannot be dis
If you encounter problems .............................................. Restarting your CLIÉ handheld (soft reset) If your CLIÉ handheld does not turn on or respond even after the battery is charged, performing a soft reset may solve the problem. All records and add-on applications stored on your CLIÉ handheld are retained even after performing a soft reset.
Making backups of data and applications on your CLIÉ handheld CLIÉ handheld, even if you have to perform a hard reset. .............................................. Making a backup using Memory Stick Backup Use “Memory Stick” media and Memory Stick Backup on your CLIÉ handheld to back up data and applications on your CLIÉ handheld. b “Memory Stick” media (sold separately) is required.
Table of Contents Symptoms Page My CLIÉ handheld does not work properly I cannot turn on my CLIÉ handheld Page 12 The screen is not displayed even though the POWER LED is on Page 12 My CLIÉ handheld does not respond Page 13 My CLIÉ handheld keeps turning itself off Page 13 My CLIÉ handheld does not produce any sounds Page 14 The backlight does not turn on when I adjust the brightness level Page 14 The LCD display cannot be viewed properly Page 14 Applications do not operate properly after a
Symptoms Page My CLIÉ handheld does not activate the right feature when I tap a button or screen icon Page 19 I cannot display the menu when I tap Page 19 (Menu) I forgot my password I forgot my password and my CLIÉ handheld is locked Page 20 I forgot my password and my CLIÉ handheld is not locked Page 20 ® HotSync problems I cannot perform a local HotSync® operation Page 20 HotSync® I cannot start the operation by tapping (HotSync) on the HotSync screen Page 22 I cannot cancel the HotSync®
Table of Contents (Continued) Symptoms Page I cannot exchange data using the Bluetooth® function (for models containing the Bluetooth® wireless technology only) Page 31 I cannot make a backup I cannot make a backup of some data on my computer with the Page 31 HotSync® operation Peripheral devices are not recognized Page 32 I cannot connect to the Internet I cannot connect to the Internet via a wireless LAN Page 32 I cannot connect to a Hot spot (public wireless LAN access point) Page 35 The messa
Symptoms Page Other problems I receive e-mail messages from Mailer Daemon Page 39 I cannot synchronize the mail data with the e-mail software on Page 39 my computer Problems with CLIE Update Wizard Installation problem Modules are not installed on my CLIÉ handheld Page 39 Product Update problems A message “No new product updates found” appears Page 40 ® I cannot register items to the HotSync Manager Page 40 Product update starts automatically Page 40 It takes a long time to download items Pag
Table of Contents (Continued) Symptoms Page Sound is not clear Page 44 I cannot play music while other applications are running Page 44 Sound becomes distorted Page 44 Sound only comes from one side of the headphones/ earphones Page 44 The names of audio files on the “Memory Stick” media are not displayed when I start Audio Player Page 45 I cannot play audio files with playback restrictions Page 45 MP3 files cannot be read or played Page 45 Sound stops suddenly Page 45 Connecting to the co
Symptoms Page I cannot use “Memory Stick” media My CLIÉ handheld does not recognize “Memory Stick” media, or an error occurs Page 48 I cannot copy or move data/files between “Memory Stick” media and my CLIÉ handheld Page 49 I cannot start an application stored on “Memory Stick” media Page 49 My CLIÉ handheld cannot read data/files on “Memory Stick” media Page 50 I cannot transfer data I cannot transfer image files from my computer to my CLIÉ handheld Page 50 I cannot save a beamed or exchanged ima
Table of Contents (Continued) Symptoms Page Memo Pad The imported memo is not completely displayed Page 53 I cannot send the Memo Pad data properly Page 53 Problems with the CLIE Launcher I cannot start the CLIE Launcher Page 54 Applications stored on “Memory Stick” media are not displayed Page 54 The CLIE Launcher groups, categories for the Applications Page 55 screen of CLIE Organizer, and categories for the Palm OS® Standard screen are categorized differently How to operate basic applications
Symptoms Page Network Connection problem I cannot make a connection to the network Page 58 Problems with Mobile Connection Wizard (for supported areas only) I cannot click [Next] Page 58 11 Sony Personal Entertainment Organizer PEG-TH55 US A-BU7-100-11 (1)
Troubleshooting .............................................. My CLIÉ handheld does not work properly I cannot turn on my CLIÉ handheld B Is the POWER/HOLD switch of your CLIÉ handheld in HOLD mode? Your CLIÉ handheld does not work when the POWER/HOLD switch is in HOLD mode. Make sure you release HOLD mode. Note If you press the application buttons, Data Assistant button, or CAPTURE button, or slide down the VOICE REC switch, or open the camera lens cover during HOLD mode, the POWER LED blinks 3 times.
The screen is not displayed even though the POWER LED is on (continued) CLIÉ™ handheld” in the supplied “Read This First (Operating Instructions)”. My CLIÉ handheld does not respond B Is the POWER/HOLD switch of your CLIÉ handheld in HOLD mode? Your CLIÉ handheld does not operate when the POWER/HOLD switch is in HOLD mode. Make sure you release HOLD mode. Troubleshooting B Perform a soft reset by pressing the RESET button of your CLIÉ handheld.
My CLIÉ handheld keeps turning itself off (continued) B Did you set [After a preset delay] from [Auto Lock Handheld:] in the Security screen? If you set [After a preset delay] from [Auto Lock Handheld:], your CLIÉ handheld may turn off after a shorter period even if you set the automatic power-off time. b For details, refer to “Protecting your data with a password: Locking your CLIÉ handheld with a password (Data protection)” in the “Handbook” (PDF format).
The LCD display cannot be viewed properly (continued) the supplied “Read This First (Operating Instructions)”. Applications do not operate properly after a soft reset is performed B If you encounter application problems after a reset (such as miss-operations, an unusual display, or freezing during a soft reset), perform the soft reset again. If you still cannot solve the problem, try a hard reset.
The message “Invalid process” appears when an application is started B If there is insufficient memory space in your CLIÉ handheld or “Memory Stick” media, applications may not work properly. Delete any unnecessary data/files. Tip You can check the memory space in your CLIÉ handheld or “Memory Stick” media by tapping (MS) in the status bar and selecting [V Handheld] or [V MS] next to [Device:] in the displayed Media Info dialog box.
The HotSync® operation does not start and a message appears on the screen B If you set the IR port to search automatically for the target IR devices on your computer, follow the procedure below to reset the IR port setting. 1 Click [Start], select [Settings] (except for Windows XP), and click [Control Panel]. 2 Double-click the Infrared icon (the Wireless Link icon for Windows 2000 Professional/Windows XP). 3 Click [Sending image].
.............................................. I cannot enter text properly My CLIÉ handheld does not recognize handwritten characters (when using Graffiti® 2) B To have your CLIÉ handheld recognize handwritten characters entered with the stylus, you must use Graffiti® 2. b For details, refer to “Entering text on your CLIÉ™ handheld: Using Graffiti® 2 writing to enter text” in the “Handbook” (PDF format). B Make sure you enter the Graffiti® 2 strokes in the Graffiti® 2 writing area.
My CLIÉ handheld does not recognize handwritten characters (when using Decuma Input) (continued) to enter text” in the “Handbook” (PDF format) or “Decuma Input” in the “CLIÉ Application Manual” (HTML format). B Decuma Input, Graffiti®, and Graffiti® 2 are different input systems, and Decuma Input does not recognize the strokes of either Graffiti®, or Graffiti® 2. My CLIÉ handheld does not activate the right feature when I tap a button or screen icon B The digitizer is not correctly calibrated.
.............................................. I forgot my password I forgot my password and my CLIÉ handheld is locked B You must perform a hard reset on your CLIÉ handheld. If you perform a hard reset, your CLIÉ handheld will be restored to the default settings and data or installed add-on applications will be lost. b For details, refer to “Basic operations of your CLIÉ™ handheld: Restarting your CLIÉ™ handheld” in the supplied “Read This First (Operating Instructions)”.
I cannot perform a local HotSync® operation (continued) B Is there sufficient memory space in your CLIÉ handheld? Delete any unnecessary data/files and then perform the HotSync® operation again. B Are you using the same user name that is used for another CLIÉ handheld? Change the user name.
I cannot perform a local HotSync® operation (continued) B Is [Local USB] in the menu selected? (You can display this by clicking (HotSync) in the task tray (Notification area) at the bottom right of your computer window.) If not, select [Local USB]. B Is the USB port active? Check whether the USB port works normally by connecting another USB device, such as a USB mouse.
I cannot cancel the HotSync® operation B If you disconnect your CLIÉ handheld and computer during the HotSync® operation, the HotSync® operation will not perform correctly. In this case, perform a soft reset. b For details, refer to “Basic operations of your CLIÉ™ handheld: Restarting your CLIÉ™ handheld” in the supplied “Read This First (Operating Instructions)”.
Data cannot be synchronized with some applications using the HotSync® operation (continued) B Is third party backup or synchronization software installed on your computer or CLIÉ handheld? In this case, you may not synchronize some data/files using CLIE Organizer for PC (or Palm™ Desktop for CLIÉ). B You can synchronize Date Book, Address Book, To Do List, and Memo Pad of your CLIÉ handheld with Microsoft® Outlook or Lotus Organizer after installing Intellisync Lite on your computer.
I cannot back up some data using the HotSync® operation Backing up data and applications to “Memory Stick” media using Memory Stick Backup” in the “Handbook” (PDF format). Palm™ Desktop for CLIÉ does not start or cannot be selected from the menu B Is Palm™ Desktop for CLIÉ properly installed on your computer? The hardware or software of your computer may not be compatible with Palm™ Desktop for CLIÉ. Uninstall Palm™ Desktop for CLIÉ and reinstall it.
HotSync Manager does not start. (HotSync) is not displayed in the task tray (Notification area) at the bottom right of my computer window B Reinstall Palm™ Desktop for CLIÉ. I cannot perform a HotSync® operation via a wireless LAN B If a HotSync® operation is performed once, your computer's name is displayed in [Primary PC Name:] in the Primary PC Setup screen, which can be displayed by tapping [Primary PC Setup...] form [Options] in the menu of the HotSync screen.
If you are using Windows 2000 Professional/Windows XP, click [Hardware]. 3 4 Click [Device Manager]. Check if there is a device marked with or . A device with such a mark is not operating normally. Contact the manufacturer of the device to get information on the latest device drivers.
I cannot perform a HotSync® operation via a modem (continued) B If you use a call waiting feature on your service line, select [Disable call waiting:] to enter the correct number in the Phone Setup screen which is displayed by tapping the box next to [Phone:] in the Preferences screen for [Network]. B If a prefix is required, select [Dial prefix:] to enter the correct number in the Phone Setup screen. B When using a modem other than a mobile communication adapter, check the battery power of the modem.
I cannot perform a IR HotSync® operation B Check that the IR port of your computer is enabled. B Check that (HotSync) is displayed in the task tray (Notification area) at the bottom right of your computer window and HotSync Manager is running. When HotSync Manager is running, the menu should be displayed by clicking (HotSync).
.............................................. I cannot beam data Verify the following first B Select [General] in the Preferences screen and check that [Beam Receive:] is set to [On]. B Make sure you point the IR port of your CLIÉ handheld directly at the IR port of the target device. B Make sure the distance between your CLIÉ handheld and the target device is 4 to 8 inches (approximately 10 to 20 centimeters). The optimum distance for beaming may vary depending on devices.
.............................................. B Tap [Enabled] in the Preferences screen for [Bluetooth]. Check that the Bluetooth LED lights in blue. B If you rename a target Bluetooth® compatible device after your CLIÉ handheld has already detected it, the device may be listed under the previous name the next time it is detected. 1 Tap (Menu) in the Preferences screen for [Bluetooth]. 2 Tap [Disable device name cache] from [Options]. 3 Detect target Bluetooth® compatible device.
.............................................. Peripheral devices are not recognized B After turning off your CLIÉ handheld, remove the peripheral device and reconnect it. B For the latest information on peripheral devices supported by your CLIÉ handheld, refer to the URLs on the last page of this manual and select the appropriate model. ..............................................
I cannot connect to the Internet via a wireless LAN (continued) B Your CLIÉ handheld and the wireless LAN access point may be too far apart. You need to be closer to the wireless LAN access point when trying to connect to it. Troubleshooting B The channel setting must be from channels 1-11 for the wireless LAN access point. Change the channel setting to an appropriate channel. b For details on setup, refer to the manual of the wireless LAN access point.
I cannot connect to the Internet via a wireless LAN (continued) B Your CLIÉ handheld may be accessing the target wireless LAN access point at the channel which is also used by more than the target one. Change to another wireless LAN access point channel. b For details on changing channels, refer to the manual of the wireless LAN access point. B The wireless LAN access point may be busy. Wait for a short period of time and then try again. B You may be using your CLIÉ handheld near devices that use the 2.
I cannot connect to a Hot spot (public wireless LAN access point) (HTML format) or ask the service provider of the Hot spot. Note If a cache or cookie is deleted, user information recorded on the browser, such as a user name or password, will be deleted. The message “Incorrect setting” or “Certification is invalid” appears B Check the settings in the Preferences screen for [Network].
All or some website contents are not displayed B You cannot view website contents that are not compatible with NetFront v3.1 for CLIE, such as Macromedia Flash contents. B NetFront v3.1 for CLIE may not be able to display certain websites designed for your computer’s browser software. b For details, refer to “NetFront v3.1 for CLIE” in the “CLIÉ Application Manual” (HTML format). B The website page may be too large. In addition, HTML tags or page construction may affect its availability.
I cannot access a certain website (continued) B When you want to delete downloaded files or saved pages. You cannot delete files using NetFront v3.1 for CLIE. Use CLIE Files to delete files. B Playback of a movie file or sound file stops midway. A prompt screen is displayed when you tap a movie file or a sound file to open from a website. If you select [Open], the playback stops midway. Select [Save] to save the file on a “Memory Stick” media. Then play the saved file with a compatible application.
I cannot send or receive e-mail messages (continued) 4 Tap V below [Authentication:] and select [POP Before SMTP]. B The security systems of some Internet Service Providers may prevent you from sending mail. Try reducing the speed in the Preferences screen for [Connection]. The message “Account is invalid” or “Incorrect password” is displayed B Check the mail server settings. b For details, refer to “CLIE Mail” in the “CLIÉ Application Manual” (HTML format).
Other problems I receive e-mail messages from Mailer Daemon I cannot synchronize the mail data with the e-mail software on my computer B Check that the setting to transfer e-mail messages is correct. b For details, refer to “CLIE Mail: Transferring e-mail messages from your computer: Setting up your computer for HotSync e-mail transfers” in the “CLIÉ Application Manual” (HTML format). In addition, you may be able to ascertain the cause if you check the log.
Product Update problems A message “No new product updates found” appears B You cannot perform product updates when you have downloaded all the currently available items. To review any previously deleted items, click [Restore deleted updates] from [Edit] I cannot register items to the HotSync® Manager B Make sure the HotSync® operation check boxes for the product updates you want to install on your CLIÉ handheld are selected in [Package Name] in [CLIE].
HotSync® registration problem B Make sure you have selected the HotSync® operation check boxes for the product update modules in [Package Name] in [CLIE] that you want to install on your CLIÉ handheld. In addition, click [Add changes to Install Tool] and check that these modules are displayed on the Install Manager window.
After a hard reset, all updated data and applications on my CLIÉ handheld are erased. (continued) 3 Make sure that the HotSync® operation check boxes for all product updates are selected. 4 Click [Add changes to Install Tool]. The product updates selected in step 3 are registered on the Install Manager window. 5 Click [Now] to register these product updates with the HotSync® operation. 6 Perform the HotSync® operation. 7 Verify that no errors occurred during the HotSync® operation.
I cannot use some features with MPEG-1 (MPEG Movie) files I cannot change the title in QuickTime file format* B You cannot change a title or delete a file in any of the following cases: • The write protect tab of the “Memory Stick” media is set to [LOCK]. • QuickTime file format* is read-only. • The additional information file (.MAI file) is read-only.
Sound is too low B Tap [AVLS] and switch to the normal display. Sound is not clear B If you are using other applications on your CLIÉ handheld and processing data when playing the music, there will be some interference. I cannot play music while other applications are running B Make sure that [Enable background play] is selected on the Preferences screen from [Options] in Audio Player.
The names of audio files on the “Memory Stick” media are not displayed when I start Audio Player I cannot play audio files with playback restrictions B You cannot play ATRAC3plus format audio files, audio files with expired date, or audio files with a limit to the number of times play is allowed. MP3 files cannot be read or played B Check that the MP3 files are located in [Palm/Programs/MSAUDIO] directory on storage media, such as “Memory Stick” media.
Connecting to the computer SonicStage does not recognize my CLIÉ handheld even when it is connected to my computer B Check that your CLIÉ handheld is properly connected to your computer. B To check in/out audio files, a “MagicGate Memory Stick” media is required. Make sure you are using a “MagicGate Memory Stick” media. B OpenMG may take time to confirm data. Please wait for a while. B Select [Transfer...] from [Options] in Audio Player of your CLIÉ handheld.
After I connect my CLIÉ handheld to my computer, the drive is recognized but the contents cannot be found Operation becomes unstable when connected to my computer B If you connect your CLIÉ handheld to your computer via a USB hub or extension USB cable, you may not be able to operate your CLIÉ handheld properly. Make sure you connect the USB cable directly to a USB port of your computer.
A “Memory Stick” media used with other devices cannot be used with my CLIÉ handheld B Copy the necessary data on the “Memory Stick” media onto your computer. Then insert the “Memory Stick” media into your CLIÉ handheld, and reformat it. b For details, refer to “Using storage media such as “Memory Stick™” media: Using storage media such as “Memory Stick™” media: Formatting storage media” in the supplied “Handbook”.
I cannot copy or move data/files between “Memory Stick” media and my CLIÉ handheld B Is the free space in your CLIÉ handheld’s memory sufficient? To copy or move data/files from “Memory Stick” media to your CLIÉ handheld, the free space in your CLIÉ handheld’s memory must be at least equal to the size of the data/files. If there is not sufficient memory space in your CLIÉ handheld, delete any unnecessary data/files.
My CLIÉ handheld cannot read data/files on “Memory Stick” media B When you use the installation tool in CLIE Organizer for PC (or Palm™ Desktop for CLIÉ) to save data/files on “Memory Stick” media, the data/ files will be stored in [PALM/Launcher] directory. However, if you cannot locate the directory with some applications on your CLIÉ handheld, copy the data/files from “Memory Stick” media to your CLIÉ handheld using CLIE Files.
I cannot save a beamed or exchanged image file under a different file name .............................................. How to operate CLIE Organizer Date Book I cannot delete Date Book data B When you delete image or movie files put on the Date Book screen, the actual Date Book data is not deleted. To delete the Date Book data, tap [Delete] in the Event Details screen. B When you delete the actual Date Book data in the Date Book screen, writing or image files are not deleted.
Date Book data cannot be exchanged with another Palm OS device (continued) B Writing, image files, stickers, etc. on the Date Book screen, and Free Notes memos selected from the Event Details screen cannot be exchanged with other devices (including CLIE Organizer compatible devices). Data cannot be entered in Date Book B The data capacity may be full. Delete unnecessary data in Date Book.
Address Book My vCard data cannot be imported to or received B When beaming vCard data to another device other than a CLIÉ handheld of Palm OS 5.x version, select the vCard version in Address Book of your CLIÉ handheld that matches the vCard version of the target device. Free Notes I cannot receive movie files attached to Free Notes B To receive a Free Notes memo with an attached movie file, insert a “Memory Stick” media into your CLIÉ handheld.
.............................................. Problems with the CLIE Launcher I cannot start the CLIE Launcher B When the Palm OS® Standard screen is displayed, select [Go To CLIE Launcher View] from [Options]. b For details, refer to “CLIÉ™ handheld basic operations: Using the Palm OS® Standard screen” in the “Handbook” (PDF format). B If there is insufficient memory space, the CLIE Launcher or applications may not be started. On the Palm OS® Standard screen, tap [Info...
B The CLIE Launcher groups are classified into groups, such as [Organizer], [Data Control], etc. relating to functions that can be performed on your CLIÉ handheld. .............................................. How to operate basic applications (PIM) “PIM” stands for “Personal Information Manager” and it is an application that allows you to manage your personal information. Problems in this section associate with Date Book, Address Book, To Do List, and Memo Pad of a Palm OS device.
I cannot change the order of memos in a list B If you cannot manually arrange the order of memos in Memo Pad, select [Preferences...] from [Options]. Then check that [Manual] is selected next to [Sort by:]. B The settings of the display order in CLIE Organizer for PC (or Palm™ Desktop for CLIÉ) cannot be synchronized.
.............................................. Problems with Mobile Manager (for supported areas only) Troubleshooting Installation problems I cannot install (or reinstall) Mobile Manager B You must perform a HotSync® operation after registering a profile or module to the HotSync® Manager on Mobile Connection Wizard. B Make sure the link account and the CLIÉ model selected on Mobile Connection Wizard matches the CLIÉ handheld you are using.
Network Connection problem I cannot make a connection to the network B Check to see if the phone number, user name, and password or SSID and WEP key for the access point are entered correctly for the activated connection profile. B Check to see if the settings are correctly entered on Mobile Connection Wizard especially when you have characters such as “1” (one) and “l” (lower case L) or “0” (zero) and “O” (upper case O). ..............................................
Customer Support and Customer Registration ■ For customer support information Double-click (CLIÉ Info) on the Windows desktop, and select [CLIÉ™ Handheld Support]. ■ For online customer registration (for customers in the U.S.A, Canada and Europe only) Double-click ™ CLIÉ (CLIÉ Info) on the Windows desktop, and select [Sony Registration].
For the latest information on support, CLIÉ products and accessories, check our official Sony CLIÉ website For customers in the U.S.A. and Canada http://www.sony.com/clie/ For customers in Australia, Hong Kong, Malaysia, Mexico, New Zealand, Singapore, Taiwan, Thailand, and U.A.E. http://www.sony.net/clie-online/ For customers in Europe http://www.sony-europe.
