01US01COV.book Page 1 Monday, December 8, 2003 11:33 AM A-BTH-100-11 (1) Troubleshooting Troubleshooting Q&A Personal Entertainment Organizer PEG-TJ37 PEG-TJ27 • 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 make a backup • I cannot connect to the Internet (for PEG-TJ37 only) • The contents of websites cannot be displayed (NetFront v3.
01US01COV.book Page 2 Monday, December 8, 2003 11:33 AM 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.
01US01COV.book Page 3 Monday, December 8, 2003 11:33 AM Making backups of data and applications on your CLIÉ handheld Sony recommends that you make a backup of your data in case of unexpected 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.
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01US01COV.book Page 6 Monday, December 8, 2003 11:33 AM Table of Contents (Continued) Symptoms Page I cannot make a backup I cannot make a backup of some data on my computer with the Page 28 HotSync® operation I cannot connect to the Internet (for PEG-TJ37 only) I cannot connect to the Internet via a wireless LAN (for PEG- Page 29 TJ37 only) The message “Incorrect setting” or “Certification is invalid” appears Page 31 The contents of websites cannot be displayed (NetFront v3.
01US01COV.book Page 7 Monday, December 8, 2003 11:33 AM Symptoms Page Product Update problems A message “No new product updates found” appears. ® Page 36 I cannot register items to the HotSync Manager. Page 36 Product update starts automatically. Page 36 It takes a long time to download items. Page 37 HotSync® registration problems Product update modules you want to perform the HotSync® operation for are not displayed on the Install Manager window.
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01US01COV.book Page 10 Monday, December 8, 2003 11:33 AM 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.
01US01COV.book Page 11 Monday, December 8, 2003 11:33 AM 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 Troubleshooting B Perform a soft reset by pressing the RESET button at the back of your CLIÉ handheld.
01US01COV.book Page 12 Monday, December 8, 2003 11:33 AM 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.
01US01COV.book Page 13 Monday, December 8, 2003 11:33 AM Applications do not operate properly after a soft reset is performed CLIÉ™ handheld” in the supplied “Read This First (Operating Instructions)”. Note on performing a reset After performing a reset, do not press the RESET button at the back of your CLIÉ handheld again until the Preferences screen or the Setup screen is displayed. I cannot use the Jog Dial™ navigator B The Jog Dial™ navigator is not available for some applications. ................
01US01COV.book Page 14 Monday, December 8, 2003 11:33 AM An error message indicating insufficient memory appears 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.
01US01COV.book Page 15 Monday, December 8, 2003 11:33 AM The HotSync® operation does not start and a message appears on the screen (continued) 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]. 4 Deselect [Send the image from the digital camera to your computer using the wireless link] and click [OK].
01US01COV.book Page 16 Monday, December 8, 2003 11:33 AM .............................................. 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).
01US01COV.book Page 17 Monday, December 8, 2003 11:33 AM My CLIÉ handheld does not recognize handwritten characters (when using Decuma Input) (for PEG-TJ37 only) (continued) My CLIÉ handheld does not activate the right 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” (PDF format).
01US01COV.book Page 18 Monday, December 8, 2003 11:33 AM .............................................. 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.
01US01COV.book Page 19 Monday, December 8, 2003 11:33 AM 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.
01US01COV.book Page 20 Monday, December 8, 2003 11:33 AM I cannot perform a local HotSync® operation (continued) B Is the USB port active? Check whether the USB port works normally by connecting another USB device, such as a USB mouse. B If you use an extended terminal device for laptop computers, such as a port replicator, you may not be able to use the port replicator or the USB port of your computer. B Quit all applications other than Palm™ Desktop for CLIÉ.
01US01COV.book Page 21 Monday, December 8, 2003 11:33 AM I cannot cancel the HotSync® operation 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. b For details, refer to “Basic operations of your CLIÉ™ handheld: Restarting your CLIÉ™ handheld” in the supplied “Read This First (Operating Instructions)”.
01US01COV.book Page 22 Monday, December 8, 2003 11:33 AM Data cannot be synchronized with some applications (continued) 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. B Is there sufficient memory space in your CLIÉ handheld? Delete unnecessary data/files and then perform the HotSync® operation again.
01US01COV.book Page 23 Monday, December 8, 2003 11:33 AM Palm™ Desktop for CLIÉ does not start or cannot be selected from the menu HotSync Manager does not start. (HotSync) is not displayed in the task tray (Notification area) at the bottom right of my computer window Troubleshooting 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.
01US01COV.book Page 24 Monday, December 8, 2003 11:33 AM HotSync Manager does not start. (HotSync) is not displayed in the task tray (Notification area) at the bottom right of my computer window (continued) 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 a problem may occur in your computer system.
01US01COV.book Page 25 Monday, December 8, 2003 11:33 AM I cannot perform a HotSync® operation via a modem (continued) B When using a modem other than a mobile communication 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.
01US01COV.book Page 26 Monday, December 8, 2003 11:33 AM I cannot perform a HotSync® operation via a wireless LAN (for PEG-TJ37 only) 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. You need to delete this name the next time you perform the wireless LAN HotSync® operation.
01US01COV.book Page 27 Monday, December 8, 2003 11:33 AM I cannot perform a IR HotSync® operation (continued) B Ensure [Local] and [IR to a PC/handheld] are selected in the HotSync screen on your CLIÉ handheld. B Point the IR port of your CLIÉ handheld directly at the IR port of your computer. The distance between the IR ports of your CLIÉ handheld and computer should be 4 to 8 inches (approximately 10 to 20 centimeters). The optimum distance for beaming may vary depending on devices.
01US01COV.book Page 28 Monday, December 8, 2003 11:33 AM An error message is displayed indicating insufficient memory when I receive data/files via beaming B To receive data/files using the IR port, the free space of your CLIÉ handheld’s memory must be more than twice the size of data/files to be received. If there is insufficient memory space in your CLIÉ handheld, delete any unnecessary data/files. B Perform a soft reset by pressing the RESET button at the back of your CLIÉ handheld.
01US01COV.book Page 29 Monday, December 8, 2003 11:33 AM .............................................. I cannot connect to the Internet (for PEG-TJ37 only) B Check that [Profile Name:] is correctly selected in the Wireless LAN Setup screen, which can be displayed by tapping [Network]-[V Service:][Wireless LAN]-[Details…] in the Preferences screen.
01US01COV.book Page 30 Monday, December 8, 2003 11:33 AM I cannot connect to the Internet via a wireless LAN (for PEG-TJ37 only) (continued) B Your CLIÉ handheld and the wireless LAN access point may be too far away. You need to be closer to the wireless LAN access point when trying to connect to it. B SSID may be set to be hidden from the wireless LAN access point side. In such a case, your CLIÉ handheld cannot detect it via the scan operation.
01US01COV.book Page 31 Monday, December 8, 2003 11:33 AM I cannot connect to the Internet via a wireless LAN (for PEG-TJ37 only) (continued) B Turn off the wireless LAN access point once and turn it on, and then try connecting to the wireless LAN access point again. B You may be using your CLIÉ handheld near devices that use the 2.4GHz frequency band, such as a microwave oven or a Bluetooth® compatible device. Use your CLIÉ handheld away from such devices, or turn off the devices.
01US01COV.book Page 32 Monday, December 8, 2003 11:33 AM .............................................. The contents of websites cannot be displayed (NetFront v3.1 for CLIE) (for PEG-TJ37 only) Images are not displayed B Start NetFront v3.1 for CLIE and tap (Menu). Tap [NetFront Settings] from [Options] and check the settings for image display. Select [Images] and [Animations] if they are not selected. B The image files may not be compatible with NetFront v3.1 for CLIE.
01US01COV.book Page 33 Monday, December 8, 2003 11:33 AM I cannot access a certain website B To enter “˜” (tilde) in the URL: • Select [~] from [V Assistant] in the third page of the NetFront Settings screen, or Enter address screen, or the Edit Bookmark screen. • Display the numeric keyboard and tap [~]. Note that the appearance of “˜” (tilde) on screen may differ between the computer and your CLIÉ handheld. B When you access a website using bookmarks, the URL saved as the bookmark may be out of date.
01US01COV.book Page 34 Monday, December 8, 2003 11:33 AM .............................................. 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 in CLIE Mail, Verify that user name, password, incoming server, and outgoing server are all spelled correctly. b For details, refer to “CLIE Mail” in the “CLIÉ Application Manual” installed on your computer.
01US01COV.book Page 35 Monday, December 8, 2003 11:33 AM 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 Options icon. 3 Click [Programs] in the Internet Properties window. 4 Select [Hotmail] from [E-mail:] and click [OK]. 5 Restart your computer. 6 Double-click the Internet Options icon in [Control Panel].
01US01COV.book Page 36 Monday, December 8, 2003 11:33 AM .............................................. Problems with the CLIE Update Wizard Installation problems Modules are not installed on my CLIÉ™ handheld. B Perform a HotSync® operation after registering a module to the HotSync® Manager on the CLIE Update Wizard window. When you perform a hard reset on your CLIÉ handheld, modules installed by using the CLIE Update Wizard are erased from your CLIÉ handheld.
01US01COV.book Page 37 Monday, December 8, 2003 11:33 AM It takes a long time to download items. HotSync® registration problems Product update modules you want to perform the HotSync® operation for are not displayed on the Install Manager window. 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.
01US01COV.book Page 38 Monday, December 8, 2003 11:33 AM After a hard reset, all updated data and applications on my CLIÉ™ handheld are erased. (continued) Some add-on applications may need to be installed. b For details on installing applications, refer to “Setting up your CLIÉ™ handheld: Installing the supplied applications on your CLIÉ™ handheld” in the “Read This First (Operating Instructions)”.
01US01COV.book Page 39 Monday, December 8, 2003 11:33 AM .............................................. Problems on taking pictures B When you shoot a subject such as a light or a candle flame, a vertical band may appear. This is called “smear” and is not a malfunction. .............................................. Peripheral devices are not recognized B After turning off your CLIÉ handheld, remove the peripheral device and reconnect it.
01US01COV.book Page 40 Monday, December 8, 2003 11:33 AM I cannot play music while other applications are running B Select [Background playback] in the Settings screen, which can be displayed by selecting [Settings…] from [Options] in the menu of AeroPlayer for CLIE. B You cannot play music while any of the following applications are running: • CLIE Camera • CLIE Mail (when sending and receiving e-mail messages) • NetFront v3.
01US01COV.book Page 41 Monday, December 8, 2003 11:33 AM MP3 files cannot be read or played “AeroPlayer for CLIE” in the “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.
01US01COV.book Page 42 Monday, December 8, 2003 11:33 AM .............................................. 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.
01US01COV.book Page 43 Monday, December 8, 2003 11:33 AM 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.
01US01COV.book Page 44 Monday, December 8, 2003 11:33 AM .............................................. I cannot transfer data I cannot transfer image files from my computer to my CLIÉ handheld B Convert the format of the image files by using Image Converter and transfer image files from your computer to your CLIÉ handheld via a “Memory Stick” media. You need to save image files into a “Memory Stick” media from your computer.
01US01COV.book Page 45 Monday, December 8, 2003 11:33 AM .............................................. 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 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...
01US01COV.book Page 46 Monday, December 8, 2003 11:33 AM .............................................. 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 the Preferences screen for [Date & Time].
01US01COV.book Page 47 Monday, December 8, 2003 11:33 AM 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.
01US01COV.book Page 48 Monday, December 8, 2003 11:33 AM .............................................. Problems with the Mobile Manager (for PEG-TJ37 only, for supported areas only) Installation problems I cannot install (or reinstall) the Mobile Manager. B You must perform a HotSync® operation after registering a profile or module to the HotSync® Manager on the Mobile Connection Wizard.
01US01COV.book Page 49 Monday, December 8, 2003 11:33 AM Network Connection problems I cannot make a connection to the network. B Check to see if the settings are correctly entered on the 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). .............................................. Problems with the Mobile Connection Wizard (for PEG-TJ37 only, for supported areas only) I cannot click [Next].
01US01COV.book Page 50 Monday, December 8, 2003 11:33 AM Customer Support and Customer Registration ■ For customer support information (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 Info) on the Windows desktop, and select [Sony CLIÉ™ Registration].
01US01COV.book Page 51 Monday, December 8, 2003 11:33 AM 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.