HotSync Trouble Shooting 
 

To install the Palm Desktop software, you must be logged into the PC as an Administrator and to use the Palm Desktop, you must be logged into the PC with the SAME Administrative user name.

First Determine version of the Windows operating system running - do the following:

1. Click on the Start button

2. Move cursor to "My Computer" icon and right click a menu will pop up

3. From pop up menu, select properties. 

4. An about screen will pop up and show the version of operating system - see if it is a 32 bit or 64 bit operating system and reference the chart below for the correct version of Palm desktop.

Palm Desktop Version by Palm Device/PC Operating System
Device	Operating System	Palm Desktop	Comments
Palm Z22 (IDVisor Z22 Mobile,  CounterTop, MSR)	Win98, Win2000, WinXP, MAC	Version 4.14	4.14 works great on Win2000 and WinXP
	VISTA 32 bit	Version 4.14 or Version 6.2	Version 4.14 installs on some Vista machines and if it works, great.  If 4.14 fails, then install 6.2.  The latest version of  MemoPad2CSV does work with version 6.2 of Palm Desktop.
	VISTA 64 bit	Not Compatible	Palm Desktop does NOT work with 64 bit OS.  Either downgrade to Vista 32 or Win XP or upgrade to Windows 7 Professional. If your getting a message about the USB drivers not working, then check if your on a 64bit OS. To see if your running Vista 64, go to your computer icon and right click.  A menu will pop up - select properties and the screen shown below will pop up.  If it says Vista 64 bit, then Palm Desktop will NOT work.
	Windows 7 Home Premium (64 bit)	Not Compatible	Does not hotsync with USB connection and Palm Z22 does not have WiFi or Bluetooth - so upgrade to Windows 7  Professional (which has 32 bit mode) or downgrade to Vista/XP.  Note: Installation fails when doing a Hotsync - no device drivers are available for Palm Device on Win 7 To upgrade from Win7 Home to Profession, click here  You will be re-directed to a Microsoft site where they charge $89.00 for and upgradd. If your getting a message about the USB drivers not working, then check if your on a 64bit OS.
	Windows 7 Professional (64 bit / 32 bit )	Version 6.2.2 is supposed to work in windows XP mode or if running 32 bit mode.	Need to run in 32bit mode only available on Windows 7 professional, enterprise and ultimate.  Note: We have tested with a few customers and it has worked. Note: The new Windows XP Mode lets you run older Windows XP business software right on your Windows 7 desktop. Designed primarily with small- and medium-sized businesses in mind, Windows XP Mode comes as a separate download and works only with Windows 7 Professional, Ultimate, and Enterprise. Windows XP Mode also requires virtualization software such as Windows Virtual PC. Both are available free on the Microsoft website.  See Window XP mode http://windows.microsoft.com/en-US/windows7/products/features/windows-xp-mode
Handspring Visor (Deluxe, Edge, Pro)	Win98, Win2000, WinXP	Version 4.01 or 4.14	Palm Desktop 4.14 does not officially support Handspring devices, but we and our customers have found Version 4.14 works great and is actually faster and more robust than 4.01.
	Win VISTA	Try Version 4.14 but Vista is not Supported.	Version 4.14 installs on some Vista machines and if its works, great.  If not, you have two choice.  One is to move to another PC with WinXP/Win2000 or try to down grade to WinXP/Win2000.  A second approach is to try to install 4.01 on Vista see below.

Tip: Always Turn Off all AnitVirus Software when install Palm Desktop Software.
We have seen lots of partial installs due to Virus software

Here is a link to palm desktop 4.14 at the palm site.  http://www.palm.com/us/support/downloads/windesk414.html
A copy can also be downloaded here.  Note: its about 18Mb exe file.

Here is a link to palm desktop 6.2 at the palm site.  http://www.palm.com/us/support/downloads/windesk62.html
A copy can also be downloaded here.  Note: its about 72MB exe file.

Here is a link to palm desktop 4.01 at the palm site.  http://www.palm.com/us/support/downloads/visor/win_desktop_401.html
A copy can also be downloaded here.  Note: its about 12MB exe file.

For Macs, google "Palm Desktop Mac" - Or try www.palm.com/us/support/palmdesktop.html

Tip: When installing the Palm Desktop, Always Turn Off all AnitVirus Software and any software which uses the USB port.  We have seen lots of partial installs due to Virus software and conflicts with USB ports.

Assuming the Palm Desktop has installed OK, below are some simple steps that we ask customers to try. 

First Tip: Turn On your PC Speakers. 

The PC will make a 'Da-Dunk' sound when it recognizes the Scanner via the USB port. 

Click here to play the WinXP Insert Sound (wav file)

Click here to play the Vista Insert Sound (wav file)

If you don't hear the 'Da-Dunk' or Hardware Insert sound when clicking on these links, then turn on our SPEAKERS.

If you do not hear the 'Da-Dunk' sound when the scanner cable is inserted or connected to the PC, then  start with Troubleshooting Question 1 below.

Assuming the Palm Desktop has installed OK and the PC speakers are on, try this firsts that we ask customers to try. 

2nd Tip: Disconnect USB Hotsycn Cable, Reboot PC and Perform Soft Reset on Scanner.

After a clean reboot,

Click here to play the WinXP Insert Sound (wav file)

Click here to play the Vista Insert Sound (wav file)

If you don't hear the 'Da-Dunk' or Hardware Insert sound when clicking on these links, then turn on our SPEAKERS.

After verifing the speakers are on, plug the ID scanner into the PC.  The PC will make a 'Da-Dunk' sound when it recognizes the Scanner via the USB port and Te Z22 ID Scanner will also make a short beep and power up. 

If you do not hear the 'Da-Dunk' sound when the scanner cable is inserted or connected to the PC, then  start with Troubleshooting Question 1 below. 

Assuming the Palm Desktop software has been installed and that the HotSync manager is running (look for Hotsync icon  in system tray located in bottom right of the screen), it is time to perform the first HotSync which will ‘synchronize’ the data between the handheld and the Palm Desktop.  Place the handheld in the HotSync cradle or connect it to the PC with a HotSync cable and initiate a Hotsync by tapping on the Hotsync Icon (Z22 units) or press the Hotsync Button (Handspring units). 

 Is HotSync Manager on?

Look for the Hotsync Manager Icon in the bottom right corner of the PC screen.
If not there, Turn it on by going to the Start Menu, Programs, Palm/Handspring folder and double clicking on it.
Before you can synchronize, this software needs to be running. 

HotSync configuration - USB Checked:

Make your HotSync software is correctly configured.  Right click on the Hotsync Manger Icon in the bottom right corner of the screen. A Menu should pop up showing Local USB, Local, Modem, Network, etc. Make USB or Local USB is checked (USB should be check if using the USB cable or USB Hotsync Cradle.

Try Hotsyncing again.  If this doesn't work, Exit the Hotsync Manager and Restart the Hotsync Manager.

To restart, click on Start, All Programs, select Palm or Handspring Folder and find the Hotsync Icon. 

Disconnect & Reconnect the ID Scanner  

Just disconnect the HotSync cable, wait 10 -20 seconds and connect it again.
Don't press the HotSync button until a 10 - 20 seconds have elapsed. 
Give the PC a chance to recognize the Palm and install any device drivers. 
You should hear a 'Ga-Dunk' sound from the PC (if sound is turn-on) plus a 'beep' from the Palm when connecting the USB cable.  The 'Ga-Dunk' sound is the PC recognizing the Palm device.  Wait until you hear this "ga-dunk" sound before hitting the Hotsync Icon on the scanner.

Are you using the USB Hotsync Cable that came with ID Scanner?

We've seen some folks use USB cable from other devices.  Most of the time they work but some seem to cause problems.  Please use the cable that came with the Scanner. 

Check for Loose USB Cable where it plugs into ID Scanner:

Try pushing in the cable (all the way) where it goes into the ID scanner.  If the PC make the 'da-dunk' sound (see above tip on turning on the sound), then the cable was not fully inserted or the connector needs to be tightened.  Note: we find many problems are solved by ensuring the cable is press all the way in.

Check for lint or other particles on the HotSync connector on your Palm device.
Blow on the connector (or use canned air) to remove the debris. 

Try Using DIFFERENT USB Hotsync Cable.

We've seen some problems fixed by trying a different USB cable.  Sometimes the characteristics of USB port+USB Cable+IDScanner USB port are such that just trying a different cable resolves the problem.

Logged into PC using same PC login User name used during Palm Desktop Install?

You must be user with Administrative rights/privileges and be the SAME user who was logged into the PC during the Palm Desktop install.   To check, right click on the Hotsync icon and view the log.  If there is no history AND you've hotsynced before, then you'll need to change log out and log back in using correct user name.

Hotsync Set to Local on Palm

On the Palm Hotsync Screen, make sure its set to Local and NOT Modem

Are you using Windows Vista?

See section below for Vista

Shut down and re-start the Hotsync Manager

Sometimes the Hotsync manager just needs to be closed and restarted.  Right click on the Hotsync manager in the system tray (bottom right corner of the PC screen), click Exit.  Then restart the Hotsync Manager - click on Start button, All Programs, select Palm or Handspring Folder, select the Hotsync Icon. 

Perform a soft reset on the Handheld:

This is a great trick for solving a number of problems.  See below and hardware manual for details.

IDVisor Z22 Soft Reset	Deluxe, Pro Soft Reset	Edge Soft Reset

Alarms pending?

If any Calendar, To Do, SMS, MMS, voicemail, email or other alarms are awaiting
a response from you on the screen, select "OK" to dismiss them.

Using a USB hub?

Remove USB Cable from USB hub and connect directly to PC.

Try a different USB port on the PC

Remove USB Cable from the PC, wait 20 seconds and then plug into a different port on the PC.  Wait 10 - 20 seconds for the PC to recognize the new hardware. In the bottom right corner of the PC screen, look for a message like "Found new hardware", "Installing Drivers"  "Device Installed and Ready".  Once the device is ready, tap on the Hotsync Icon on the ID Scanner screen and wait for a message box on the PC indicating that a Hotsync is started.

Re-Install the Palm Desktop software

Sometimes simply re-installing this software solves your issue.  If there is any Anti-Virus software, remove/disable before re-installing Palm Desktop - We have seen some Anti-Virus software cause trouble with the install process.

Reboot PC:

This is a great trick for solving a number of problems.  Ensures the USB port and hardware are ready to recognize the new Palm Hardware when plugged in.

Try Palm Desktop 6.2 (on Win2K and WinXP)

If you have no other choice, try the Palm Desktop 6.2 on a Windows XP or Windows 2000 machine.  The MemoPad2CSV software will not work with Palm Desktop 6.2 but you can still export the data manually from the Palm Desktop - see the IDVisor Software User manual for details.

Try a different PC:

For reasons yet unknown, we have found PCs which refuse to Hotsync.  Many times this is due to running a Digital Video Recorder like GeoVision and/or Point of Sale software with bar code reader, check reader, cash register all running off the USB ports.  These applications assume full control of all the PC hardware.  If you are running a video recorder or a Point of Sale software solution, then try installing the Palm Desktop on another PC.   

(Older Mobile Z22 Units - Pre June 2007) Is the Wall Charger Connected to IDVisor™ Z22 Mobile? 
Remove the Wall Charger from the IDVisor™ Z22 while Hotsyncing, remove&reinsert USB cable. 
The Wall Charger must be removed when connecting with a PC.

Click Here for Advanced Trouble Shooting for WinXP

For Additional details on Hotsync Troubleshooting see Palm's web site 
http://kb.palm.com/SRVS/NUA/launchKB.asp?c=2630

Troubleshooting Question 2:

When you press the HotSync button on your device's cable/cradle, does the HotSync operation complete successfully?

• YES, but you can't find the data on your desktop computer: skip to part three.

• NO. If the HotSync operation begins on your desktop computer but fails before it finishes,
  try these remedies in order. After each step, attempt another HotSync operation.
  If the HotSync succeeds, you have resolved the problem and do not need to try the next step.

 Is the Hotsycn Cable coming Lose?  If so, try again and don't touch the cables.

HotSync Log: Check the HotSync log for synchronization errors and other useful diagnostics.

In the Log file, check to see where the Hotsync process is stopping.  If there is an error message on the memo application, its probably too many memos are present on the PC and in the Scanner.

If there are there two many memos in the Palm Desktop.  If there are 12,000+ memos in the Palm Desktop, then export the transaction (see software user manual for steps), DELETE these memos in the Palm Desktop and perform another Hotsync.  After the Hotsync, you may need to export these new memos, delete and peform one last Hotsync. 

Alternatively, using the ChangeName software on the IDScanner, change the Hotsync name on the scanner and then when the Hotsync window on the PC opens, it will say 'create a new account on this pc?', answer yes.  This will create a new Hotsync account on the PC and then all the data from the scanner will be transfered into this new account.  This works because the PC does not have any old data to transfer back into the scanner which is what sometimes causes the unit to quit while syncing the memos.

Driver: Does the Windows New Hardware Wizard ask you to locate the driver? Click here for more information.

Troubleshooting Question 3:

Does the HotSync operation seem to complete, but your data does not appear where you expect it to be?

Try these remedies in order.

• In the Palm Desktop program, Click on the Memopad Icon - left side of the screen - look for the same memos or transactions as shown on the device when you press the view data button on the device.

• In the Palm Desktop program, click the pull down menu item in the top right corner  and make sure the same user or Hotsync user name as the device just hotsynced is displayed.

• Do you have both Palm Desktop and Microsoft Outlook on your PC? You may be synchronizing with the Outlook. 
  Reconfigure the Hotsync manager to hotsync with the Palm Desktop.  To reconfigure, Press Start, All Programs, Open the Palm Folder, open the PIM Conduit Sync folder, two options will display, “Sync with Outlook and Sync with Palm Desktop.  Select the Sync with “Palm Desktop” Option. See screen shot below. 

  Note: If you using Palm Desktop 4.01, then go to the CardVisor user manual for details on removing PocketMirror from the installed software.  Once PocketMirror is removed for the PC, then the Palm Desktop will no longer sync with Microsoft Outlook.

  
  
  
  
   

• Do you have Hide Private Memos Checked in Palm Desktop?  Uncheck Hide Private Memos to view.

VISTA Operating System

If your using a Handspring Visor or Palm Z22, we suggest you use the Palm Desktop 6.2.  Many customer use 4.14 which comes with the hardware on the Orange CD and most seem to have no issues with this version of the Palm Desktop on Vista but an unfortunate few run into problems.    If you having problems Hotsyncing, first try Right-clicking on the "start" menu button, select Open, select Programs, select Startup, right-click on Hotsync and select Properties.  Make sure that that on the Compatibility tab, ticking the "run this program in compatibility mode for XP SP2" checkbox and also ticking "run as an administrator", then hotsync.

If your using the Palm Z22, then try the Palm Desktop 6.2 (Hotsync Manager 7.0). 

Note: The Palm Desktop 6.2 is designed for Vista Machines and newer Palm OS devices.  It will NOT work with the Handspring Visor.  We have tested it and gotten the Hotsync process to run but none of the Memos were synced.  Thus if you using Vista, use version 4.14 (not 4.14E) to Hotsync the Handspring Visor on Vista.

Installing Palm Desktop 4.01 in Vista

We found a web sites that describes on how to install version 4.01 of the Palm Desktop to work on Vista.  We have not tried this and it appears to require a high level of technical expertise.  Therefore, proceed with caution.   The Post was found at  http://www.fluidscape.co.nz/?q=node/14  

NOTE: WE HAVE NOT TESTED THIS AND IT SHOULD ONLY BE ATTEMPTED BY FOR ADVANCED COMPUTER USERS.

1. Install the Palm software and drivers under Windows XP SP2, and perform at least one hotsync.
2. Export the registry key [HKEY_CURRENT_USER\Software\U.S. Robotics] from Windows XP SP2.
3. Boot into Windows Vista Beta 2.
4. Press the HotSync button on the Visor cradle, & use the Device Manager to update the drivers. When prompted, don't have Vista search online for drivers, but instruct it to search in the USB_Driver directory on your Windows XP SP2 partition (in my case, this was D:\Program Files\Palm\USB_Driver).
5. Then, ensure the HotSync Manager is not running (right-click on the systray icon, and choose exit).
6. Import the registry key you exported in step 2.
7. Set the HotSync Manager (HOTSYNC.EXE) to run as Administrator, and run in Windows XP SP2 compatibility mode.
8. Restart the machine and boot into Vista.

Handspring Visor HotSync actually working under Vista

Sadly, you'll have to dismiss a UAC dialog each time you boot, as HotSync Manager will now need Administrator privileges to run. However, you should find that when you next press the HotSync button on the Palm (or the cradle, if you're using a Visor), the HotSync will run properly.

For Additional details on Hotsync Troubleshooting see Palm's web site  http://kb.palm.com/SRVS/NUA/launchKB.asp?c=2630

Copyright (c) 2009 TokenWorks Inc.  All rights reserved. This material is for personal use only. Reproduction and re-dissemination, including posting to news groups, is expressly prohibited without prior written consent.  IDVisor, CardVisor, CardTool and TokenWorks are registered trademarks of TokenWorks Inc.   Palm and Hotsync are registered trademarks of Palm Inc.