A-BQK-100-11 (1) Troubleshooting Troubleshooting Q&A • My CLIÉ handheld does not work properly • Error messages • I cannot enter text properly • I forgot my password • The HotSync® problems • I cannot beam data • I cannot make a backup • Peripheral devices are not recognized • I cannot play music (AeroPlayer for CLIE) (for PEG-TJ35 only) • I cannot use “Memory Stick” media • I cannot transfer data • Problems with the CLIE Launcher • How to operate basic applications (PIM) Customer Support and Customer R
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.
Note Thousands of third party add-on applications are available for the Palm OS® platform. Sony does not support third party applications. If you are having problems with a third party application, please contact the publisher of that application.
Making a backup of the data or applications on your CLIÉ handheld Sony recommends that you make a backup of your data in case of unexpected problems. Backing up your data will ensure that it can be restored again on your 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.
Contents of Troubleshooting Symptoms Page My CLIÉ handheld does not work properly I cannot turn on my CLIÉ handheld Page 9 The screen is not displayed even though the POWER LED is on Page 9 My CLIÉ handheld does not respond Page 10 My CLIÉ handheld keeps turning itself off Page 10 My CLIÉ handheld does not produce any sounds Page 11 The backlight does not turn on when I adjust the brightness level Page 11 The LCD display cannot be viewed properly Page 11 Applications do not operate properly
Contents of Troubleshooting (Continued) Symptoms Page My CLIÉ handheld activates a wrong feature when I tap a button or screen icon Page 16 I cannot display the menu when I tap Page 16 (Menu) I forgot my password I forgot my password and my CLIÉ handheld is locked Page 17 I forgot my password and my CLIÉ handheld is not locked Page 17 The HotSync® problems I cannot perform the local HotSync® operation Page 17 I cannot start the HotSync® operation by tapping (HotSync) on the HotSync screen Page
Symptoms Page I cannot make a backup I cannot make a backup of some data on my computer with the Page 27 HotSync® operation Peripheral devices are not recognized Page 27 I cannot play music (AeroPlayer for CLIE) (for PEG-TJ35 only) Playing music There is no sound Page 27 The sound is disrupted when background music is played back Page 28 The sound is not clear Page 28 I cannot play music while other applications are running Page 28 The sound becomes distorted Page 28 The sound only comes from
Contents of Troubleshooting (Continued) Symptoms Page I cannot transfer data I cannot transfer image files from my computer to my CLIÉ handheld Page 32 I cannot save a beamed or exchanged image file under a different file name Page 32 Problems with the CLIE Launcher I cannot start the CLIE Launcher Page 33 Applications stored on “Memory Stick” media are not displayed Page 33 The CLIE Launcher groups and the categories of the Palm OS® Standard screen are different Page 33 How to operate basic app
Troubleshooting .............................................. 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.
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. B Is your CLIÉ handheld placed near the IR port of your computer? Move your CLIÉ handheld away from the IR port of your computer except when performing the IR HotSync® operation, as a malfunction may occur.
My CLIÉ handheld does not produce any sounds sounds” in “Handbook” (PDF format). B Adjust the volume settings in the Adjust Volume dialog box displayed by tapping in the Status Info dialog box. Tip If [Muting]* is selected in the Adjust Volume dialog box, all sounds, including audio, are muted. * [Muting] is available for PEG-TJ35 only. b For details, refer to “CLIÉ™ handheld components: Status Information” in the supplied “Read This First (Operating Instructions)”.
Applications do not operate properly after a soft reset is performed B If you encounter application problems (such as improper operations, unusual display, or freezing during a soft reset) after you performed a reset, the reset may not be completed properly. In such a case, perform a soft reset once again. If you still cannot solve your problem, try a hard reset.
An error message indicating insufficient memory appears Troubleshooting B If there is insufficient memory space in your CLIÉ handheld or “Memory Stick” media, some applications may not work properly, and if you still use your CLIÉ handheld even after the warning message appears, you may not be able to start or delete applications. If the warning message appears, delete any unnecessary data/files after backing up any of that data you might need in the future.
The HotSync® operation does not start and a message appears on the screen (continued) 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 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 “Handbook” (PDF format). Troubleshooting My CLIÉ handheld does not recognize handwritten characters (when using Graffiti® 2 ) B Make sure you enter the Graffiti® 2 strokes in the Graffiti® 2 writing area.
My CLIÉ handheld activates a wrong feature when I tap a button or screen icon B The digitizer is not correctly calibrated. Select [Digitizer] of the Preferences screen and adjust the digitizer. b For details, refer to “Customizing your CLIÉ™ handheld (Preferences): Adjusting the Digitizer” in “Handbook” (PDF format). B Your CLIÉ handheld may not be able to recognize tapping properly if you apply a protection sheet to the screen.
.............................................. I forgot my password 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 the local HotSync® operation (continued) B Are your CLIÉ handheld with the plug adapter and the USB cable properly connected? B Is there sufficient memory space of 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 the local HotSync® operation (continued) B If you use an extended terminal device for laptop computers, such as a port replicator, you may not be able to use either the port replicator or the USB port of your computer. B Quit all applications other than Palm™ Desktop for CLIÉ. Troubleshooting 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 midway B You may not be able to stop the HotSync® operation by tapping [Cancel] for over ten seconds after you start the USB HotSync® operation. Try again after a while. B If you disconnect your CLIÉ handheld and computer during the HotSync® operation, the HotSync® operation may not perform correctly. In such a case, perform a soft reset.
Data cannot be synchronized with some applications when the HotSync® operation is performed (continued) B Is there sufficient memory space in your CLIÉ handheld? Delete unnecessary data/files and then perform the HotSync® operation again. Troubleshooting B Is third party backup or synchronization software installed on your computer or CLIÉ handheld? In such a case, you may not synchronize some applications using Palm™ Desktop for CLIÉ.
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 the 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.
You cannot perform the HotSync® operation before you install Palm™ Desktop for CLIÉ on your computer If you perform the HotSync® operation before you install the CLIÉ handheld drivers on your computer, other drivers may be installed on your computer and Make sure you install Palm™ Desktop for CLIÉ before performing the HotSync® operation. Do not use a USB hub If you connect your CLIÉ handheld to your computer via a USB hub, you may not be able to perform the HotSync® operation properly.
I cannot perform the HotSync® operation via a modem (continued) 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 communicaton adapter, check the battery power of the modem. Verifying your computer B Check that your computer is turned on and the automatic shut-off setting in the power saving mode is disabled. B Check that the modem is properly connected to the service line.
I cannot perform the 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 shortcut menu should be displayed by clicking (HotSync).
.............................................. I cannot beam data Verify the following first B Tap [General] of 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.
.............................................. I cannot make a backup B Some add-on applications (not installed at the factory), and some application data and settings may not be backed up using the HotSync® operation. However, a complete backup of all data on your CLIÉ handheld can be made with Memory Stick Backup. Use Memory Stick Backup often to make complete backups.
The sound is disrupted when background music is played back B When background music is played back, avoid operating heavy load of data performance, such as finding and listing data/files, or network communications, otherwise the sound may be disrupted. The 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.
MP3 files cannot be read or played “AeroPlayer for CLIE” in “CLIÉ Application Manual” (HTML format). The next music cannot be searched B When you are playing audio files in Shuffle mode, but not in Repeat mode, and if you are playing the last song of the audio files, you cannot search the next song. In such a case, switch to Repeat mode and search the next song. The sound stops suddenly B Check that the remaining battery power of your CLIÉ handheld is sufficient.
.............................................. I cannot use “Memory Stick” media My CLIÉ handheld does not recognize “Memory Stick” media, or an error occurs B Remove the “Memory Stick” media and try inserting it again. B If the terminal part of the “Memory Stick” media is dirty, your CLIÉ handheld cannot read the data/files. Wipe the terminal with a soft cloth, such as a cotton pad. B You cannot use “Memory Stick” media that is formatted in a device other than your CLIÉ handheld.
I cannot start an application stored on “Memory Stick” media B Specify “Memory Stick” media as the destination where the application is to be installed, and check if the HotSync® operation is performed properly. If the application is properly installed on “Memory Stick” media, use CLIE Files to copy or move the application to your CLIÉ handheld. B Do not start applications supplied with your CLIÉ handheld from “Memory Stick” media.
.............................................. I cannot transfer data I cannot transfer image files from my computer to my CLIÉ handheld B Use Image Converter to transfer image files from your computer to your CLIÉ handheld. b For details, refer to “CLIÉ Application Manual” (HTML format) or [Help] of Image Converter. I cannot save a beamed or exchanged image file under a different file name B You cannot change file names when you save beamed or exchanged image files.
.............................................. Problems with 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 “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...] from [App] to check the free space of the memory.
.............................................. How to operate basic applications (PIM) My CLIÉ handheld does not display the correct date when I tap [Today] on the Go To Date screen of Date Book B The date setting on your CLIÉ handheld is not correct. Check the settings (time, time zone, daylight saving time) from [Date & Time] in the Preferences screen. b For details, refer to “Customizing your CLIÉ™ handheld (Preferences): Setting up the Date & Time preferences” in “Handbook” (PDF format).
An event created in Date Book cannot be listed in the week view I cannot transfer vCard data created with Address Book on my CLIÉ handheld B The vCard data created with Address Book on your CLIÉ handheld cannot be read by Palm™ Desktop for CLIÉ because of its format (“ver3.X”). When you want to transfer Address Book data to Palm™ Desktop for CLIÉ on your computer, perform the HotSync® operation. (The vCard data created with Palm™ Desktop for CLIÉ can be read by Address Book on your CLIÉ handheld.
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 (only for customers in the U.S.A. and Canada) Double-click (CLIÉ Info) on the Windows desktop, and select [Sony CLIÉ™ Registration].
For the latest information on support 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.
