4-675-251-11 (1) Frequently Asked Questions Troubleshooting Troubleshooting Q&A Personal Entertainment Organizer PEG-NX80V PEG-NX73V © 2003 Sony Corporation • My CLIÉ handheld does not work properly • Error messages • I cannot enter text properly • I forgot my password • I cannot perform the HotSync® operation • I cannot beam data • I cannot exchange data using the Bluetooth™ function • I cannot make a backup • I cannot connect to the Internet • The contents of websites cannot be displayed (NetFront v3
Frequently Asked Questions Tips • You may be able to solve the following problems by restarting your CLIÉ handheld. b For details on how to restart, refer to “Basic operations of your CLIÉ™ handheld: Restarting your CLIÉ handheld” in the “Read This First (Operating Instructions).” • The “CLIÉ Application Manual” is installed on your computer when you install the Palm™ Desktop for CLIÉ software.
I cannot perform the HotSync® operation “Memory Stick” media or CF memory card is not recognized • Remove the “Memory Stick” media or CF memory card 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 “Memory Stick” media or CF memory card that has been formatted in a device other than your CLIÉ handheld.
Playing music: SonicStage does not 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. I cannot connect to the Internet using a Wireless LAN card • Check that the Wireless LAN card is recognized properly by your CLIÉ handheld.
Contents of Troubleshooting Symptoms Page My CLIÉ handheld does not work properly Page 14 The screen is not displayed even though the POWER LED is on Page 14 My CLIÉ handheld does not respond Page 14 My CLIÉ handheld keeps turning itself off Page 15 My CLIÉ handheld does not produce any sounds Page 15 The backlight does not turn on when I adjust the brightness level Page 16 The LCD display cannot be viewed properly Page 16 Applications do not operate properly after a soft reset is performed
Contents of Troubleshooting (Continued) Symptoms Page I need help using the hardware keyboard Page 20 Numbers or symbols are entered when pressing the alphabet keys on the hardware keyboard Page 20 My CLIÉ handheld does not recognize handwritten characters Page 20 (when using Graffiti® writing system) My CLIÉ handheld does not recognize handwritten characters Page 21 (when using Decuma Input system) I forgot my password I forgot my password and my CLIÉ handheld is locked Page 21 I forgot my passwor
Symptoms Page I cannot beam data Verify the following first Page 31 Troubleshooting An error message is displayed indicating insufficient memory Page 31 when I receive data via beaming I cannot exchange data using the Bluetooth™ function Page 32 (for Bluetooth™ built-in models only) I cannot make a backup I cannot make a backup of some data on my computer with the Page 32 HotSync® operation I cannot connect to the Internet I cannot connect to the Internet Page 33 I cannot connect to the Internet us
Contents of Troubleshooting (Continued) Symptoms Page Other problems I receive e-mail messages from Mailer Daemon Page 37 I cannot synchronize the mail data with the e-mail software on Page 37 my computer Problems with Image Upload Utility (For customers in Europe only) I cannot send e-mail messages transferred to the computer via the HotSync® operation Page 38 I received an e-mail message from Sony Style Imaging when I sent an e-mail transferred from my CLIÉ handheld to my computer via the HotSync®
Symptoms Page Page 41 The sound is not clear Page 41 I cannot play music while other applications are running Page 41 The sound becomes distorted Page 42 The sound only comes from one side Page 42 The names of music files on the “Memory Stick” media are not displayed when I start Audio Player Page 42 Troubleshooting The sound is too low I cannot play the music once I have reached the playback limit Page 42 MP3 files cannot be read or played Page 43 The next track cannot be found Page 43 Th
Contents of Troubleshooting (Continued) Symptoms I cannot operate my CLIÉ handheld for a while after “Memory Stick” media is inserted into the slot Page Page 46 Problems with Sound Utility/Sound Converter 2 I cannot transfer audio data to my CLIÉ handheld Page 46 I cannot use “Memory Stick” media or CF memory card I cannot copy/move data between “Memory Stick” media or CF memory card, and my CLIÉ handheld Page 48 I cannot start an application on “Memory Stick” media or CF memory card Page 48 My CLIÉ
Symptoms Page How to operate basic applications (PIM) Page 52 I cannot find the data I created when I want to open it in an application Page 52 I cannot re-order memos in a list Page 52 An event created in Date Book cannot be listed in the week view Page 53 I cannot transfer vCard data created with Address Book on my CLIÉ handheld Page 53 If you cannot find your problem here or you cannot find the solution, proceed to the next page.
If you cannot solve the problem If you cannot solve a problem even with the solutions provided in this book, please follow the procedure below. Make note of any messages or alerts that are displayed. Step 1 Refer to the operating instructions or the manuals for the specific application • Read “Read This First (Operating Instructions)” and “Handbook” carefully. • Double-click the CLIÉ Info icon on your computer, and select Manuals to read the details about the specific application.
Avoiding problems .............................................. We recommend 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 the supplied 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.
Troubleshooting .............................................. My CLIÉ handheld does not work properly I cannot turn on my CLIÉ handheld B The POWER/HOLD switch of your CLIÉ handheld is in the HOLD mode. Your CLIÉ handheld does not work when the POWER/HOLD switch is in the HOLD mode. Make sure you release the HOLD mode. B The battery power of your CLIÉ handheld has run out.
My CLIÉ handheld does not respond B Perform a soft reset by pressing the RESET button. b For details, refer to “Basic operations of your CLIÉ™ handheld: Restarting your CLIÉ handheld” in the “Read This First (Operating Instructions).” Troubleshooting B The CLIÉ handheld is 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 B Adjust the volume settings in the Adjust Volume screen displayed by tapping the icon in the status bar. Tip If the Muting mode is selected in the Adjust Volume screen, all sounds, including Audio, are muted. b For details, refer to “CLIÉ™ handheld components: Status Bar” in the “Read This First (Operating Instructions).
Applications do not operate properly after a soft reset is performed CLIÉ handheld” in the “Read This First (Operating Instructions).” Note on performing a reset After performing a reset, do not press the RESET button until the Preferences screen or the Welcome screen is displayed. Troubleshooting 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.
An error message indicating insufficient memory is displayed B If there is insufficient memory space in your CLIÉ handheld, “Memory Stick”, or CF memory card, applications may not start properly. Delete any unnecessary data (after backing up any of that data you might need in the future) and try starting the application again. B Delete unused data of Date Book and To Do List. To delete data of Date Book, select Purge in the Record menu, select the time period for Delete events older than, and tap OK.
The HotSync® operation does not start and a message is displayed 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.
.............................................. I cannot enter text properly My CLIÉ handheld activates a wrong feature when I tap a button or screen icon B The digitizer is not correctly calibrated. Select Digitizer in the Preferences screen and adjust the digitizer. b For details, refer to “Customizing your CLIÉ™ handheld (Preferences): Adjusting the Digitizer” in the “Handbook.” B Your CLIÉ handheld may not be able to recognize tapping properly if you apply a protection sheet to the screen.
My CLIÉ handheld does not recognize handwritten characters (when using Graffiti® writing system) B Make sure you enter the Graffiti® strokes in the Graffiti® writing area. B Check that Graffiti is not shifted into extended or punctuation modes. b For details, refer to “Entering text on your CLIÉ™ handheld: Using Graffiti® writing to enter text” in the “Handbook.” B How to enter Graffiti characters faster and more accurately.
I forgot my password and my CLIÉ handheld is not locked B You can use the Security function to delete the password, but all private records will be deleted. To back up all the data including private records, perform the HotSync® operation before you delete the password. Then restore your private records saved on your computer by following the procedure below. 1 Tap Password in the Security screen. The Password dialog box is displayed. In the dialog box, tap Lost Password to delete the password.
Verify the following first Verifying your computer Note Upgrade versions of operating systems are not supported. Troubleshooting B Is the operating system on your computer compliant? The following operating systems are compliant with your CLIÉ handheld. Operating systems other than the following are not supported.
For particular problems regarding HotSync® operations, refer to the following. I cannot start the HotSync® operation by pressing the HotSync button on the cradle B Ensure Local and Cradle/Cable are selected in the HotSync screen. B Perform a soft reset by pressing the RESET button. b For details, refer to “Basic operations of your CLIÉ™ handheld: Restarting your CLIÉ handheld” in the “Read This First (Operating Instructions).
Data cannot be synchronized with some applications when the HotSync® operation is performed B Third party backup or synchronization software is installed on your computer or CLIÉ handheld. You may not synchronize all the applications on the Palm™ Desktop for CLIÉ software. Troubleshooting B The application is not set to synchronize files. Click the HotSync icon in the task tray at the bottom right of your computer screen and select Custom from the shortcut menu.
The Palm™ Desktop for CLIÉ software does not start or cannot be selected from the menu B Is the Palm™ Desktop for CLIÉ software properly installed on your computer? The hardware or the software of your computer may not be compatible with the Palm™ Desktop for CLIÉ software. Uninstall the Palm™ Desktop for CLIÉ software and reinstall. The HotSync Manager does not start (The HotSync icon is not displayed at the bottom right of my computer screen) B Reinstall the Palm™ Desktop for CLIÉ software.
I cannot perform the HotSync® operation via a modem B If a prefix is required, select the Dial prefix check box in the Phone Setup screen and enter the correct phone number. B When using a modem other than a CF modem card, check the battery power of the modem. Checking your computer B Check that your computer is turned on and the automatic shut-off setting in the power saving mode is disabled. Troubleshooting B Check whether you can hear any noise coming from your service line.
I cannot perform the IR HotSync® operation B Check that the IR port of your computer is enabled. B The IR HotSync® operation is not available if your computer does not have an IR port. B Check that the HotSync icon is displayed in the task tray at the bottom right of your computer screen and the HotSync Manager is running. When the HotSync Manager is running, the shortcut menu should be displayed by clicking the HotSync icon.
If you still cannot perform the HotSync® operation If you cannot solve your HotSync® operation problem by following the troubleshooting tips above, follow the procedure below. 1 Right-click My Computer and select Properties from the menu. The System Properties screen is displayed. 2 If you are using Windows 2000 Professional/Windows XP, click the Hardware tab. 3 4 Click the Device Manager tab.
Check that the USB port of your computer is enabled If you are using a Windows 95 pre-installed computer or other older type of computer equipped with a USB port, the USB port may be disabled by default. Test the USB port with another device, such as a USB mouse. If that device does not work, check the BIOS setting of your computer. In addition, check the setting in the Device Manager: Right-click My Computer and select Properties from the menu.
.............................................. I cannot beam data Verify the following first B Make sure you point the IR port of your CLIÉ handheld directly to 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 exchange data using the Bluetooth™ function (for Bluetooth™ built-in models only) B Set to Enabled from Bluetooth in the Preferences screen. Check the Bluetooth LED lights in blue. B If you have renamed a target Bluetooth™ compatible device registered on your CLIÉ handheld, the device may be listed in the previous name when you detect target Bluetooth™ compatible devices. In this case, follow the procedure below.
.............................................. I cannot connect to the Internet I cannot connect to the Internet I cannot connect to the Internet using a Wireless LAN card B Check that the Wireless LAN card is recognized properly by your CLIÉ handheld. B Check that the correct settings are made under Network Preferences on your CLIÉ handheld. B 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.
The contents of websites cannot be displayed (NetFront v3.0 for CLIE) Images are not displayed B Start NetFront v3.0 for CLIE and tap the Menu icon. Tap NetFront Settings in the Options menu and check the settings for image display. • Images, Animations: Set the check box to on. B The files may not be compatible with NetFront v3.0 for CLIE. The file formats compatible with NetFront v3.0 for CLIE are GIF (including animation GIF), JPEG, PNG, and MNG. B The file may be too large.
I cannot access a certain website B Check that you enter the correct URL. Make sure you correctly differentiate “-” (hyphen) from “ _ ” (underscore), and “0” (number) from “O” (alphabet). B When you access a website using bookmarks, the URL saved as the bookmark may be out of date. Try to find the updated URL by entering the URL of the upper directory. B While NetFront v3.0 for CLIE is running, tap the Menu icon, select NetFront Settings from the Options menu, and check the proxy settings.
.............................................. I cannot use e-mail (CLIE Mail) I cannot send or receive e-mail messages I cannot send or receive e-mail messages B Check the e-mail address. B Check the mail server settings. b For details, refer to “CLIE Mail” in the “CLIÉ Application Manual” installed on your computer. B Wait for a while and retry. B With some Internet Service Providers, you may have to first receive a mail before you can start sending mails. Perform the following.
I cannot synchronize the data between CLIE Mail and e-mail software, such as Outlook Express, on my computer 1 Click Start, select Settings (except for Windows XP), and click Control Panel. 2 Double-click the Internet Option icon. 3 Click the Programs tab in the Internet Properties dialog box. 4 Select Hotmail from the E-mail pull down menu and click the OK button. 5 Restart your computer. 6 Double-click the Internet Properties icon in the Control Panel.
.............................................. Problems with Image Upload Utility (For customers in Europe only) This part explains possible solutions to problems uploading image files to “Sony Style Imaging”, using e-mail software on your computer via the HotSync® operation. A reception error may occur with “Sony Style Imaging”, depending on the settings of e-mail software such as Microsoft Outlook. Refer to the solutions describe below and check the settings of the e-mail software on your computer.
B The file attached to your e-mail was not in MIME (Base64) format. Select MIME (Base64) file format on your e-mail software, for files attached to e-mails. The registration confirmation mail from Sony Style Imaging has not arrived yet B If you have already registered an upload e-mail address, it may have been entered incorrectly.
.............................................. Problems with image files/movies A vertical band appears on the LCD display B When you shoot a subject such as a light or a candle flame, a vertical band may appear. This called “smear” and is not a malfunction. I cannot use some features with MPEG Movie format files B The following features cannot be used with MPEG Movie format files.
.............................................. I cannot play music (Audio Player) Playing music Troubleshooting There is no sound B Increase the volume. B Check that the volume is not set to the Muting mode. b For details, refer to “My CLIÉ handheld does not produce any sounds” on page 15. The sound is too low B Tap AVLS and switch to the normal display.
The sound becomes distorted B The bit rate at the time of recording is low. Record music at a higher bit rate that is within the specification range. b For details, refer to “Audio Player” in the “CLIÉ Application Manual” installed on your computer. The sound only comes from one side B Make sure you insert the headphone plug properly into the headphone jack.
MP3 files cannot be read or played B Check that the MP3 files are copied in the Palm/Programs/MSAUDIO folder on the “Memory Stick” media. Player” in the “CLIÉ Application Manual” installed on your computer. B Audio files encoded in VBR (Variable Bit Rate) cannot be played on your CLIÉ handheld. Check the information of the audio file in the About Track screen. If the bit rate of the audio file is 0 kbps, the file is encoded in VBR.
Connecting to the computer SonicStage does not recognize my CLIÉ handheld even when it is placed in the cradle B Check that the cradle 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 Set to the music transfer mode. b For details, refer to “Audio Player” in the “CLIÉ Application Manual” installed on your computer.
After I connect to the computer, the drive is recognized but the contents cannot be found Operation becomes unstable when connected to my computer B If you connect the cradle to your computer via a USB hub or extension USB cable, you may not be able operate your CLIÉ handheld properly. Make sure you connect the cradle directly to a USB port of your computer. Troubleshooting B Reconnect your CLIÉ handheld to your computer after inserting “Memory Stick” media.
“Memory Stick” media used with other devices cannot be used with my CLIÉ handheld B Copy the necessary data on “Memory Stick” media onto your computer. Then insert the “Memory Stick” 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 “Handbook.
I cannot transfer audio data to my CLIÉ handheld 1 Start Sound Utility on your CLIÉ handheld. 2 The Invalid Data dialog box is displayed. 3 Select OK to delete the data. * If you select Cancel, the data deletion will be canceled but the data will not be listed in Sound Utility. When you start Sound Utility, the same dialog box will be displayed. B If you encode audio data with the supplied Sound Converter 2 and transfer the data to another CLIÉ handheld, follow the procedure below to delete the data.
.............................................. I cannot use “Memory Stick” media or CF memory card I cannot copy/move data between “Memory Stick” media or CF memory card, and my CLIÉ handheld B Check that the write protect tab of the “Memory Stick” media is not set to “LOCK.” B The free space of your CLIÉ handheld’s memory is insufficient.
My CLIÉ handheld cannot read data on “Memory Stick” media or CF memory card media, refer to “About files stored on “Memory Stick” media” in the “CLIÉ Application Manual” installed on your computer. For any third party application, contact the developer of the software. Use Data Import/Data Export to install data from your computer to “Memory Stick” media or CF memory card.
.............................................. I cannot transfer data I cannot transfer image files or movie files from my computer to my CLIÉ handheld B Use a computer application such as Image Converter or PictureGear Studio to transfer image files or movie files from your computer to your CLIÉ handheld. b For details, refer to the “CLIÉ Application Manual” installed on your computer or Help files of each application.
I cannot start CLIE Launcher B When the Palm OS® standard screen is displayed, select Go To CLIE Launcher View from the Options menu. b For details, refer to “CLIÉ™ handheld basic operations: Using the Palm OS® B If there is insufficient memory space, CLIE Launcher cannot be started. b On the Palm OS® standard screen, tap Info from the Application menu to check the free space of the memory. Then, tap Delete from the Application menu to delete unnecessary applications.
.............................................. How to operate basic applications (PIM) My CLIÉ handheld does not display the correct date when I tap the Today button on the Go To Date screen of Date Book B The date setting of your CLIÉ handheld is not correct. Check the settings (time, time zone, daylight saving time) in the Date & Time Preferences screen. b For details, refer to “Customizing your CLIÉ™ handheld (Preferences): Setting up the Date & Time preferences” in the “Handbook.
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 the Palm™ Desktop for CLIÉ software because of its format (“ver3.X”). When you want to transfer Address Book data to the Palm™ Desktop for CLIÉ software on your computer, perform the HotSync® operation.
Customer Support and Customer Registration ■ For customer support information Refer to “Support Information for CLIÉ handheld and Applications.” ■ For online customer registration (only for customers in the U.S.A. and Canada) Refer to “Support Information for CLIÉ handheld and Applications.
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 and Thailand http://vaio-online.sony.
