Sony PEG-NX73V TROUBLESHOOTING GUIDE

Troubleshooting Q&A

Personal Entertainment Organizer

PEG-NX80V PEG-NX73V

4-675-251-11 (1)

Frequently Asked Questions

Troubleshooting

• 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 v3.0 for CLIE)

• I cannot use e-mail (CLIE Mail)

• Problems with Image Upload Utility

• Problems with image files/ movies

• I cannot play music (Audio Player)

• Problems with Sound Utility/ Sound Converter 2

• I cannot use “Memory Stick” media or CF memory card

• I cannot transfer data

• Problems with CLIE Launcher

• How to operate basic applications (PIM)

Customer Support and Customer Registration

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 turn on my CLIÉ handheld

• Is the POWER/HOLD switch of your CLIÉ handheld 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.

• Has the battery power of your CLIÉ handheld run out? Place your CLIÉ handheld in the cradle connected to the AC power adapter, then allow it to charge for a few minutes before turning it on. If it turns on, continue charging for approximately four hours and then perform a soft reset.

My CLIÉ handheld does not respond

Is the POWER/HOLD switch of your CLIÉ handheld 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.

I cannot perform the 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 Palm™ Desktop for CLIÉ software is installed on your computer.

• If you are using Windows 2000 Professional or Windows XP “Administrator.”

* In this manual, Windows XP Home Edition and Windows XP Professional

are referred to as Windows XP.

, log in as an

I cannot perform the HotSync® operation

• Is the HotSync icon displayed in the task tray at the bottom right of your

computer screen? If not, click Start, select Programs (for Windows XP, select All Programs), Sony Handheld, and click HotSync Manager to start the HotSync Manager.

•Is Local USB from the shortcut menu selected? (You can display this by

clicking the HotSync icon.)

• Is the USB port active?

“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.

• When the battery of your CLIÉ handheld is running low, data on “Memory Stick” media or CF memory card may not be displayed. Recharge the battery of your CLIÉ handheld.

Frequently Asked Questions

Peripheral devices and CF compatible network cards are not recognized

• Check that the remaining battery supply is sufficient.

• After turning off your CLIÉ handheld, remove the peripheral device and reconnect it.

• For the latest information on peripheral devices supported by your CLIÉ handheld, refer to the URL shown on the back cover of this manual.

Playing music: The MP3 files cannot be read or played

• Check that the MP3 files are copied in the Palm/Programs/MSAUDIO folder on the “Memory Stick” media.

• Check that the file format is supported by your CLIÉ handheld.

For details on file formats supported by your CLIÉ handheld, refer to “Audio Player” in the “CLIÉ Application Manual” installed on your computer.

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Playing music: SonicStage does not recognize the CLIÉ handheld even when it is placed in the cradle

• Set to the music transfer mode.

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.

• 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).

For details, refer to the manual of each network card or target device.

I cannot connect to the Internet

• Follow the steps mentioned in “Customizing your CLIÉ™ handheld (Preferences): Changing the Network preferences” in the “Handbook” and check the settings of Network Preferences.

• Check the connection between your CLIÉ handheld and network card.

• NetFront v3.0 for CLIE may not be able to display certain websites designed for your computer’s browser software.

For details, refer to the “CLIÉ Application Manual” installed on your computer.

I cannot send or receive e-mail messages

• Follow the steps described 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.

Contents of Troubleshooting

Symptoms Page

My CLIÉ handheld does not work properly

I cannot turn on my CLIÉ handheld Page 14

The screen is not displayed even though the POWER LED is onPage 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

The LCD display cannot be viewed properly Page 16

Applications do not operate properly after a soft reset is performed

I cannot use the Jog Dial™ navigator Page 17

Error messages

An error message is displayed repeatedly Page 17

The message “Invalid process” is displayed when starting an application

An error message indicating insufficient memory is displayed Page 18

The HotSync displayed on the screen

operation does not start and a message is

Troubleshooting

Page 16

Page 17

Page 18

An error message saying there is insufficient memory appears while receiving data using the IR port or the Bluetooth™ communication (for Bluetooth™ built-in models only)

I cannot enter text properly

My CLIÉ handheld activates a wrong feature when I tap a button or screen icon

I cannot display the menu when I tap the Menu icon Page 20

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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

My CLIÉ handheld does not recognize handwritten characters (when using Graffiti

writing system)

My CLIÉ handheld does not recognize handwritten characters (when using Decuma Input system)

I forgot my password

I forgot my password and my CLIÉ handheld is locked Page 21

I forgot my password and my CLIÉ handheld is not locked Page 22

I cannot perform the HotSync® operation

Verify the following first Page 22

I cannot start the HotSync

operation by pressing the

HotSync button on the cradle

I cannot cancel the HotSync

It takes a long time to complete the HotSync

operation midway Page 24

operation Page 24

Data cannot be synchronized with some applications when the HotSync

I cannot back up some data using the HotSync

operation is performed

operation Page 25

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Page 21

Page 24

The Palm™ 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 at the bottom right of my computer screen)

The mail software on my computer starts automatically when starting the HotSync

I cannot perform the HotSync

I cannot perform the IR HotSync

If you still cannot perform the HotSync

operation

operation via a modem Page 26

operation Page 28

operation Page 29

Page 26

Symptoms Page

I cannot beam data

Verify the following first Page 31

An error message is displayed indicating insufficient memory when I receive data via beaming

I cannot exchange data using the Bluetooth™ function (for Bluetooth™ built-in models only)

I cannot make a backup

I cannot make a backup of some data on my computer with the HotSync

operation

I cannot connect to the Internet

I cannot connect to the Internet Page 33

I cannot connect to the Internet using a Wireless LAN card Page 33

The message “Modem cannot be found” is displayed Page 33

The message “Incorrect setting” or “Certification is invalid” is displayed

The contents of websites cannot be displayed (NetFront v3.0 for CLIE)

Images are not displayed Page 34

All or some website contents are not displayed Page 34

It takes too long to download the contents of a website Page 34

Page 31

Page 32

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Troubleshooting

I cannot access a certain website Page 35

I cannot use e-mail (CLIE Mail)

I cannot send or receive e-mail messages

I cannot send or receive e-mail messages Page 36

The message “Account is invalid” or “Incorrect password” is displayed

I cannot synchronize the data between CLIE Mail and e-mail software, such as Outlook Express, on my computer

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Contents of Troubleshooting (Continued)

Symptoms Page

Other problems

My CLIÉ handheld does not produce any sound Page 45

“Memory Stick” media cannot be inserted Page 45

“Memory Stick” media used with other devices cannot be

Page 46

used with my CLIÉ handheld

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Contents of Troubleshooting (Continued)

Symptoms Page

I cannot operate my CLIÉ handheld for a while after “Memory Stick” media is inserted into the slot

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

I cannot start an application on “Memory Stick” media or CF memory card

My CLIÉ handheld cannot read data on “Memory Stick” media or CF memory card

My CLIÉ handheld does not recognize “Memory Stick” media or CF memory card, or an error occurs

I cannot transfer data

I cannot transfer image files or movie files from my computer to my CLIÉ handheld

I cannot save a beamed or exchanged image file under a different file name

Problems with CLIE Launcher

Page 46

Page 48

Page 49

Page 50

I cannot drag and drop in CLIE Launcher Page 50

I cannot start CLIE Launcher Page 51

The applications stored on “Memory Stick” media or CF memory card are not displayed

The CLIE Launcher groups and the categories of the Palm

standard screen are different

Page 51

Symptoms Page

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

I cannot find the data I created when I want to open it in an application

I cannot re-order memos in a list Page 52 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

If you cannot find your problem here or you cannot find the solution, proceed to the next page.

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Troubleshooting

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.

Step 2 Refer to the Sony CLIÉ handheld Support

website

Double-click the CLIÉ Info icon on your computer, and select Support Information for CLIÉ handheld and Applications.

Note

Thousands of third party add-on applications are available for the Palm OS® platform. Sony does not support third party applications. If you have a problem with a third party application, contact the developer or publisher of that application.

Avoiding problems

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Making a backup of the data on your CLIÉ handheld

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.

For details, refer to “Backing up your CLIÉ™ handheld data and applications” in the “Handbook.”

Making a backup using the HotSync® operation

Data on your CLIÉ handheld is backed up to your computer when the

HotSync would erase all user data stored on your CLIÉ handheld. However, this can be restored with the next HotSync® operation.

Some applications installed later or some data created with such applications, cannot be backed up using the HotSync or data installed through beaming, “Memory Stick” media or CF memory card, by synchronizing your computer with your CLIÉ handheld. Use Memory Stick Backup to make such backups.

operation is performed. If you need to perform a hard reset, this

Note

operation. In particular, you cannot back up applications

Troubleshooting

b For details on the HotSync

files/data using the HotSync the “Handbook.”

operation, refer to “Exchanging and updating

operation (Other HotSync® operations)” in

Troubleshooting

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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.

Place your CLIÉ handheld in the cradle connected to the AC power adapter, then allow it to charge for a few minutes before turning it on. If it turns on, continue charging for approximately four hours and then perform a soft reset.

B The connector between your CLIÉ handheld and the cradle is dirty.

You cannot recharge your CLIÉ handheld if the connector is dirty. Place your CLIÉ handheld several times in the cradle to clean the connector.

The screen is not displayed even though the POWER LED is on

B The POWER/HOLD switch of your CLIÉ handheld is in the HOLD mode.

The screen is not displayed when the POWER/HOLD switch is in the HOLD mode. Make sure you release the HOLD mode.

B Perform a soft reset by pressing the RESET button.

For details, refer to “Basic operations of your CLIÉ™ handheld: Restarting your CLIÉ handheld” in the “Read This First (Operating Instructions).”

My CLIÉ handheld does not respond

B The POWER/HOLD switch of your CLIÉ handheld is in the HOLD mode.

Your CLIÉ handheld does not operate when the POWER/HOLD switch is in the HOLD mode. Make sure you release the HOLD mode.

My CLIÉ handheld does not respond

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. You can also disable the IR feature by setting Beam Receive to Off from General in the Preferences screen.

B Perform a soft reset by pressing the RESET button.

For details, refer to “Basic operations of your CLIÉ™ handheld: Restarting your CLIÉ handheld” in the “Read This First (Operating Instructions).”

My CLIÉ handheld keeps turning itself off

B Your CLIÉ handheld is designed to turn itself off after a period of

inactivity (Automatic power-off). You can set the automatic power-off time by tapping Auto-off After from General in the Preferences screen.

For details, refer to “Customizing your CLIÉ™ handheld (Preferences): Setting the automatic

B Did you set Auto Lock Handheld to After a preset delay in the

Security screen?

When you set Auto Lock Handheld to After a preset delay, your CLIÉ handheld may turn off after a shorter period even if you set the automatic power-off time.

For details, refer to “Protecting your data with a password: Locking your CLIÉ handheld with a password (Data protection)” in the “Handbook.”

power-off time” in the “Handbook.”

Troubleshooting

My CLIÉ handheld does not produce any sounds

B Tap General in the Preferences screen and check that System Sound

is not set to Off.

For details, refer to “Customizing your CLIÉ™ handheld (Preferences): Setting sounds” in the “Handbook.”

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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).”

The backlight does not turn on when I adjust the brightness level

B If the brightness is set to the lowest level, the display may be illegible, but

this is not a malfunction.

Tip

You can adjust the brightness level in the Adjust Brightness screen displayed by tapping the Brightness Adjustment icon at the bottom left of the Silk screen.

The LCD display cannot be viewed properly

B Depending upon the angle of vision, the brightness may be uneven, but this

is not a malfunction. You can adjust the brightness level in the Adjust Brightness screen displayed by tapping the Brightness Adjustment icon at the bottom left of the Silk screen. If the backlight is set to off, you can turn it on by sliding down the POWER/HOLD switch and hold it for more than two seconds.

Tip

You can switch the backlight on and off by pressing the L key while pressing the Ctrl key on the hardware keyboard.

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 this case, perform a soft reset once again. If you cannot still solve your problem, try a hard reset.

For details, refer to “Basic operations of your CLIÉ™ handheld: Restarting your

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.

I cannot use the Jog Dial™ navigator

B The Jog Dial™ navigator is not available for some applications.

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Error messages

An error message is displayed repeatedly

Troubleshooting

B Perform a soft reset by pressing the RESET button.

For details, refer to “Basic operations of your CLIÉ™ handheld: Restarting your

CLIÉ handheld” in the “Read This First (Operating Instructions).”

The message “Invalid process” is displayed when starting an application

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.

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