4-670-646-11 (1) My CLIÉ handheld is not working properly About CLIE Launcher I cannot perform a HotSync® operation Error messages I cannot enter data properly How to operate basic applications (PIM) I cannot beam data I cannot exchange data using the BluetoothTM function Troubleshooting Q&A Personal Entertainment Organizer I forgot my password I cannot use a "Memory Stick" media I cannot make a backup I cannot transfer data Peripheral devices are not recognized I cannot play music (Audio Player) About Sound Utility/Sound Converter 2 About movies I cannot connect to the Internet I cannot use e-mail (CLIE Mail) PEG-NZ90 © 2003 Sony Corporation Frequently Asked Questions Tips · Many of the problems mentioned here can be solved by resetting your CLIÉTM handheld. b For details on how to reset, refer to "Basic operations of your Sony CLIÉTM handheld: Restarting your Sony CLIÉ handheld" in the "Read This First (Operating Instructions)." · The "CLIÉ Appication Manual" is installed on your computer when you install the PalmTM Desktop for CLIÉ software. Why can't I turn on my CLIÉ handheld? · Is the HOLD switch of your CLIÉ handheld on? Your CLIÉ handheld does not operate when the HOLD switch is on. Make sure you turn it off. · Has the battery of your CLIÉ handheld run out? Place your CLIÉ handheld in the cradle connected to the AC adapter and turn on your CLIÉ handheld after you charge it for a few minutes. If it turns on, continue charging it for approximately four hours and then perform a soft reset. Why isn't my CLIÉ handheld responding? Is the HOLD switch of your CLIÉ handheld on? Your CLIÉ handheld does not operate when the HOLD switch is on. Make sure you turn it off. Why can't I perform a HotSync® operation? Check the following: · Your CLIÉ handheld is placed in the cradle properly. · The USB cable of the cradle is directly connected to a computer's USB port. Do not use a USB hub. · The PalmTM Desktop for CLIÉ software is installed on your computer. · If you are using Windows 2000 Professional or Windows XP*, log in as an "Administrator." * In this manual, Windows XP Home Edition and Windows XP Professional are referred to as Windows XP. 2 Why can't I perform a HotSync® operation? · Is the HotSync icon displayed in the task tray in the bottom right-hand corner of your computer screen? If not, select the Start menu, Programs (All Programs in Windows XP), Sony handheld, and HotSync Manager to start the HotSync Manager. · Is the Local USB check box in the menu (displayed by clicking the HotSync icon selected? · Is the USB port active? Why isn't the "Memory Stick" media recognized? · Eject the "Memory Stick" media and try inserting it again. · Wipe the terminal of the "Memory Stick" media with a soft cloth, such as a cotton pad. · You cannot use a "Memory Stick" media that is formatted in a device other than your CLIÉ handheld. Please format it using your CLIÉ handheld. · When the battery of your CLIÉ handheld is running low, data on "Memory Stick" media may not be displayed. Recharge the battery of your CLIÉ handheld. Why isn't the peripheral device or network card recognized? · After turning off your CLIÉ handheld, remove the peripheral device or the network card and reconnect it. · For the latest information on peripheral devices and network cards supported by your CLIÉ handheld, refer to the website below and select your model. http://www.sony.com/peg/support/ Playing music: Why can't I play MP3 files? · Check that the MP3 files are copied in the folder "PALM/Programs/ MSAUDIO" on the "Memory Stick" media. · Check that the file format is supported by your CLIÉ handheld. b For details on file formats supported by your CLIÉ handheld, refer to "Audio Player" in the "CLIÉ Application Manual" installed on your computer. Continued on next page ························· 3 Playing music: Why doesn't SonicStage 1.5 recognize the CLIÉ handheld even when it is placed in the cradle? · Set to the music transfer mode. b For details, refer to "Audio Player" in the "CLIÉ Application Manual" installed on your computer. · Disconnect your CLIÉ handheld from the cradle, and place it in the cradle again. If the problem still persists, restart the computer. Why can't I connect to the Internet? · Follow the steps mentioned in "Customizing your Sony CLIÉTM handheld (Preferences): Changing the Network preferences" in the "Handbook" and check that the settings of Network Preferences are proper. · Check that the connection between your CLIÉ handheld and network card is proper. · "NetFront" may not be able to display certain websites designed for your computer's browser software. b For details, refer to the "CLIÉ Application Manual" installed on your computer. Why can't I connect to the Internet using a Wireless LAN card? · Check that the Wireless LAN card is recognized properly by your CLIÉ handheld. · Check that the correct settings are made under Network Preferences on your CLIÉ handheld. · Check that the correct network settings are made for the target device (access point). b For details, refer to the manual of each network card or target device. Why can't I send or receive e-mails? · Follow the steps mentioned in "CLIE Mail" in the "CLIÉ Applications Manual" installed on your computer. Check that the settings of mail server, user name, and password are correct. · If you cannot send an e-mail message, check the destination e-mail address. If your problem still persists, then proceed to the next page. 4 Contents of Troubleshooting Symptoms My CLIÉ handheld is not working properly I cannot turn on my CLIÉ handheld I cannot see anything on the screen although the LED is on My CLIÉ handheld is not responding My CLIÉ handheld keeps turning itself off My CLIÉ handheld is not making any sounds The backlight does not turn on when I adjust the brightness level I can't read the screen properly Software or Applications do not operate properly after I perform a soft reset I cannot use the Jog DialTM navigator Page 13 Page 13 Page 13 Page 14 Page 14 Page 15 Page 15 Page 15 Page 15 Page About CLIE Launcher I cannot drag and drop in CLIE Launcher I cannot start CLIE Launcher Page 16 Page 16 The applications on a "Memory Stick" media are not displayed Page 16 Do the CLIE Launcher groups and the categories of Palm OS® standard screen differ? Page 17 I cannot perform a HotSync® operation Performing initial checks I cannot start a HotSync operation when pressing the HotSync button of the cradle I cannot stop a HotSync® operation It takes a long time to complete a HotSync operation Data cannot be synchronized with some applications during a HotSync® operation ® ® Page 17 Page 19 Page 19 Page 19 Page 19 Continued on next page ························· 5 Contents of Troubleshooting (continued) Symptoms I cannot back up certain types of data with a HotSync operation ® Page Page 20 Page 21 Page 21 The PalmTM Desktop for CLIÉ software does not start or cannot be selected from the menu The HotSync Manager does not start (the HotSync icon is not displayed in the bottom right-hand corner of your computer screen) Mail software on computer starts automatically when starting Page 21 a HotSync® operation I cannot perform a HotSync® operation via a modem I cannot perform an IR HotSync® operation If you still cannot perform a HotSync operation ® Page 21 Page 23 Page 24 Error messages An error message is displayed repeatedly The error message "Invalid process" is displayed when starting an application The error message for insufficient memory is displayed The HotSync® operation does not start and a message is displayed on the screen Page 26 Page 26 Page 26 Page 27 An error message saying there is insufficient memory appears Page 27 while receiving data using the IR port I cannot enter data properly My CLIÉ handheld activates a wrong feature when I tap a button or screen icon I cannot display the menu by tapping the menu icon Page 28 Page 28 My CLIÉ handheld does not recognize handwritten characters Page 28 6 Symptoms How to operate basic applications (PIM) My CLIÉ handheld does not display the correct date when I tap the Today button I cannot find the data I created when opening it in the application I cannot re-order memos in a list An event created in the "Date Book" application cannot be listed in the week view I cannot transfer a vCard data created with the "Address" application on my CLIÉ handheld Page Page 29 Page 29 Page 29 Page 30 Page 30 I cannot beam data Performing initial checks The error message is displayed for insufficient memory when I receive data by beaming Page 30 Page 31 I cannot exchange data using the BluetoothTM function Page 31 I forgot my password I forgot my password and my CLIÉ handheld is locked I forgot my password and my CLIÉ handheld is not locked Page 32 Page 32 I cannot use a "Memory Stick" media I cannot copy/move data between a "Memory Stick" media and my CLIÉ handheld The message "Please insert the Memory Stick media" is displayed when a "Memory Stick" media is inserted into the "Memory Stick" slot I cannot start applications on a "Memory Stick" media My CLIÉ handheld cannot read data on a "Memory Stick" media My CLIÉ handheld does not recognize a "Memory Stick" media or an error occurs Page 33 Page 33 Page 33 Page 34 Page 34 Continued on next page ························· 7 Contents of Troubleshooting (continued) Symptoms I cannot make a backup I cannot make a backup of certain data on my computer with a HotSync® operation Page 35 Page I cannot transfer data I cannot transfer image files or movie files from my computer Page 35 to my CLIÉ handheld Peripheral devices are not recognized I cannot play music (Audio Player) Playing music There is no sound The sound is too low The sound is noisy I cannot play music while other applications are running The sound becomes distorted The sound is coming from only one side The names of music files on a "Memory Stick" media are not displayed when I start the Audio Player application I cannot play the music once I have reached the limit of playback MP3 files cannot be read or played The next track cannot be found The sound stops suddenly My CLIÉ handheld does not respond to a remote control operation Page 36 Page 36 Page 36 Page 36 Page 37 Page 37 Page 37 Page 37 Page 37 Page 38 Page 38 Page 38 Page 38 Connecting to the computer SonicStage 1.5 does not recognize my CLIÉ handheld even when it is placed in the cradle Page 39 8 Symptoms The connection suddenly gets cut The number of songs that can be checked out is not enough (the time to record is not enough) After I connect to the computer, the drive is recognized but the contents cannot be found Operation during connection becomes unstable The error message "Unsafe Removal of Device" is suddenly displayed on your computer screen Page Page 39 Page 39 Page 40 Page 40 Page 40 Other problems The CLIÉ handheld does not make any sound A "Memory Stick" media cannot be inserted A "Memory Stick" media that is used with other devices cannot be used with my CLIÉ handheld I cannot operate my CLIÉ handheld for a while after a "Memory Stick" is inserted into the slot Page 41 Page 41 Page 41 Page 41 About Sound Utility/Sound Converter 2 I cannot transfer audio data to my CLIÉ handheld Page 42 About movies I cannot use some features with MPEG Movie format files I cannot change a title in Movie Player format files Page 43 Page 43 I cannot connect to the Internet I cannot connect to the Internet I cannot connect to the Internet using a Wireless LAN card The message "Modem cannot be found" is displayed The message "Incorrect setting" or "Certification is invalid" is displayed I cannot connect to the Internet after restoring data using the "Memory Stick Backup" application Page 44 Page 44 Page 44 Page 44 Page 44 Continued on next page ························· 9 Symptoms The contents of websites cannot be displayed (NetFront) Images are not displayed All or some website contents are not displayed Internet connection takes too much time to download the contents of websites I cannot access a certain website Page Page 45 Page 45 Page 45 Page 46 I cannot use e-mail (CLIE Mail) I cannot send or receive e-mail messages I cannot send mails I cannot receive mails The message "Account is invalid" or "Incorrect password" is displayed I cannot synchronize data between "CLIE Mail" and email software, such as "Outlook Express," on your computer Page 47 Page 47 Page 48 Page 48 Other problems I receive mails from Mailer Daemon Page 49 I cannot synchronize mail data with the e-mail software on my Page 49 computer If you are unable to find out what is wrong or you cannot find the solution, proceed to the next page. 10 If you cannot solve the problem I ...