Sony PEG-SJ33 TROUBLESHOOTING GUIDE

4-670-948-11 (1)

Your CLIÉ handheld does not operate properly

Troubleshooting Q&A

You cannot perform the HotSync

Error message

You cannot enter data properly

How to operate basic applications (PIM)

You cannot beam data

You forgot your password

You cannot use “Memory Stick

You cannot back up data

You cannot transfer data

The peripheral devices are not recognized

You cannot play music (Audio Player)

operation

” media

Personal Entertainment Organizer

About Sound Utility/Sound Converter

You cannot start applications automatically (Memory Stick Autorun)

You cannot connect to the Internet

You cannot use e-mails (CLIE Mail)

Frequently-Asked Questions

Note

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 Sony CLIÉ™ handheld: Restarting

your Sony CLIÉ™ handheld” in “Read This First (Operating Instructions).”

You cannot turn on your CLIÉ handheld

• Has the battery power of your CLIÉ handheld run out? Connect your CLIÉ handheld to the AC power adapter with the plug adapter (cradle) and turn on your CLIÉ handheld after some minutes. When your CLIÉ handheld turns on, charge it for about four hours and then perform a soft reset.

Your CLIÉ handheld does not react to operations

• Is the POWER/HOLD switch set to the HOLD mode? Your CLIÉ handheld will not operate when the HOLD mode is on. Make sure that the HOLD mode is off. (Only models equipped with a HOLD switch.)

You cannot perform the HotSync® operation

Verify the following:

• Are your CLIÉ handheld and the plug adapter (cradle) correctly connected?

• Is the USB cable of the plug adapter (cradle) directly connected to the USB port of your computer? Do not use a USB hub.

• Is the Palm™ Desktop for CLIÉ software installed in your computer?

• Is the operating system of your computer compliant? The operating system must be Windows 98 Second Edition/Me/2000 Professional/XP

* From this point onwards, where Windows XP Home Edition and Windows

XP Professional are common, they will both be referred to as Windows XP.

You cannot perform the HotSync® operation

• Is the HotSync icon displayed in the Windows task tray on the desktop

screen of your computer? If the icon is not displayed, click Start, then select Programs (All Programs in Windows XP), Sony Handheld and HotSync Manager to start HotSync Manager.

•Is Local USB from the HotSync Manager shortcut menu selected in

the Windows task tray?

• Is the USB port active?

“Memory Stick” media is not recognized

• Eject “Memory Stick” media and try inserting it again.

• Wipe the terminals of “Memory Stick” media with a soft cloth, such as a cotton swab.

• You cannot use “Memory Stick” media that is formatted in a device other than your CLIÉ handheld. Format it in your CLIÉ handheld.

• If the battery power of your CLIÉ handheld is insufficient, data on “Memory Stick” media may not be displayed. In such a case, charge the battery of your CLIÉ handheld.

The peripheral devices are not recognized

• After turning off your CLIÉ handheld, remove the peripheral devices and try connecting again.

• For the latest support information on the peripheral devices, refer to http:// www.sony.com/peg/support/ and select the appropriate model.

Playing music: The MP3 files cannot be read or played

(Only models supplied with Audio Player)

• Make sure that the MP3 files are copied in the /PALM/PROGRAMS/ MSAUDIO folder on “Memory Stick” media.

• Check whether the format can be played on your CLIÉ handheld.

For details on formats that can be played on your CLIÉ handheld, refer to Audio Player in the “CLIÉ Application Manual” installed in your computer.

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Playing music: Your CLIÉ handheld is connected to the plug adapter (cradle), but SonicStage 1.5 does not recognize your CLIÉ handheld

(Only models supplied with Audio Player)

• Set to the music transfer mode.

For details, refer to Audio Player in the “CLIÉ Application Manual” installed in your computer.

• Other applications are running on your computer. After a while, connect your CLIÉ handheld to the plug adapter (cradle) again. If this does not solve your problem yet, restart your computer.

You cannot connect to the Internet

• Follow the instructions mentioned in “Customizing your Sony CLIÉ™ handheld: Changing the Network preferences” in “Handbook” and verify the settings of Network Preferences.

You cannot send or receive e-mail messages (CLIE Mail)

• Follow the instructions mentioned in CLIE Mail in the “CLIÉ Application Manual” installed in your computer. Verify the settings of CLIE Mail, such as your user name or password.

• If you cannot send an e-mail message, verify the e-mail address where you are sending to.

If your problem still persists, then proceed to the next page.

Contents of Troubleshooting

Symptoms Page

Your CLIÉ handheld does not operate properly

You cannot turn on your CLIÉ handheld Page 13

The screen is not displayed although the LED indicator is on Page 13

You cannot operate your CLIÉ handheld Page 14

Your CLIÉ handheld turns itself off Page 14

Your CLIÉ handheld does not make any sound Page 14

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

You cannot see the LCD properly Page 15

You cannot operate software or applications properly after performing a reset

You cannot use the Jog Dial™ navigator Page 16

You cannot perform the HotSync® operation

Verify the following first Page 16

operation

operation midway Page 18

You cannot cancel the HotSync

You cannot synchronize data of some applications when performing the HotSync

You cannot back up some data to your computer via the HotSync

operation

You cannot start the Palm™ Desktop for CLIÉ software or select it from the menu

HotSync Manager does not start (The HotSync

icon is

not displayed in the Windows task tray on the desktop screen of your computer)

When you perform the HotSync

operation, the e-mail

software of your computer starts

You cannot perform the HotSync

operation via a

modem

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Contents of Troubleshooting (continued)

Symptoms Page

You cannot perform the IR HotSync® operation Page 22

Error message

The same error message is displayed repeatedly Page 25

The fatal error message is displayed and you cannot operate your CLIÉ handheld even by tapping RESET on the screen

When an application starts, “Insufficient free memory” message is displayed

The error message for insufficient memory space is displayed Page 25

The HotSync displayed on the screen

The error message for insufficient memory space is displayed when you receive data via beaming

operation does not start and the message is

You cannot enter data properly

When you tap a button or screen icon, your CLIÉ handheld activates the wrong features

You cannot display the menu when you tap the menu icon Page 28

Your CLIÉ handheld does not recognize your handwriting characters

How to operate basic applications (PIM)

Your CLIÉ handheld does not show the correct date when you tap Today

You cannot find the data you entered when opening it in the application

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You cannot re-order memos in the list Page 30 An event created in Date Book cannot be listed in the week

view The vCard data imported from Address Book of your CLIÉ

handheld via beaming cannot be read by the Palm™ Desktop for CLIÉ software

Page 30

Symptoms Page

You cannot beam data

Verify the following first Page 31

The error message for insufficient memory space is displayed when you receive data via beaming

You forgot your password

You forgot the password and your CLIÉ handheld is locked Page 32

You forgot the password and your CLIÉ handheld is not locked

You cannot use “Memory Stick®” media

You cannot copy/move data on “Memory Stick” media to your CLIÉ handheld

“Insert a Memory Stick media” message is displayed when “Memory Stick” media is inserted into the “Memory Stick” slot

You cannot start applications installed in “Memory Stick” media

You cannot display data on “Memory Stick” media Page 34

“Memory Stick” media is not recognized or some errors occur Page 34

You cannot back up data

You cannot back up some data to your computer via the HotSync

operation

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You cannot transfer data

You cannot transfer image files or movie files from your computer to your CLIÉ handheld

The peripheral devices are not recognized

Page 35

Continued on next page

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Contents of Troubleshooting (continued)

Symptoms Page

You cannot play music (Audio Player)

Playing music

There is no sound Page 36

You cannot turn up the volume level Page 36

The sound is disrupted for a moment Page 36

The sound is disrupted when you tap on the screen Page 36

The sound is disrupted or there is noise Page 36

You cannot play music while other applications are running Page 37

The sound is distorted Page 37

The sound is coming from only one side Page 37

The names of the music files on “Memory Stick” media are not displayed even if you start Audio Player

You cannot play restricted music files Page 37

MP3 files cannot be read or played Page 37

The next music cannot be searched Page 38

The sound stops suddenly Page 38

Page 37

Connecting to your computer

Your CLIÉ handheld is connected to the plug adapter (cradle), but SonicStage 1.5 does not recognize your CLIÉ handheld

The connection suddenly gets disconnected Page 39

The number of songs that can be sent is not enough or the time to record is too short

After you connect to your computer, the drive is displayed but the contents cannot be displayed

The operation is unstable when your CLIÉ handheld is connected to your computer

Page 38

Page 39

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Symptoms Page

“Unsafe Removal of Device” message is suddenly displayed on the screen of your computer

Other problems

You have received e-mails from Mailer Daemon Page 49

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You cannot synchronize e-mails with the e-mail software of your computer

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

Page 49

If you cannot solve your problem

If you cannot solve your problem even with the solutions provided in this manual, follow the procedure below. Sony recommends that you make a note for displayed messages for future reference.

Step 1 Refer to the operating instructions or the

manual of each application

• Read “Read This First (Operating Instructions)” and “Handbook” thoroughly.

• Double-click the CLIÉ Info icon and select Manuals on your computer and read the details about the applications.

Step 2 Refer to the Sony CLIÉ handheld Support

website

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

Note

Thousands of third-party add-on applications are available for the Palm OS 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.

platform.

Before encountering problems

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Making a backup is recommended

We recommend that you back up your data in case of any unexpected trouble. Backing up your data will ensure that it can be restored on your CLIÉ handheld even if you have to perform a hard reset.

Making a backup using Memory Stick Backup

You can back up data to “Memory Stick” media using Memory Stick Backup. This is the most useful way to make a backup.

b “Memory Stick” media (sold separately) is required.

For details, refer to “Backing up your Sony CLIÉ™ handheld data: Backing up data to “Memory Stick” media using Memory Stick Backup” in “Handbook.”

Making a backup using the HotSync® operation

Data on your CLIÉ handheld is backed up to your computer every time you perform the HotSync handheld by performing the HotSync data after performing a hard reset. However you cannot make a backup for the following applications or data when the HotSync

• Applications or data installed from “Memory Stick” media or beamed.

• Some applications and driver files added later, or some data on applications. For details on applications that cannot be backed up, refer to manuals of each application.

b For details about the HotSync operation, refer to “Exchanging and updating

data using the HotSync

operation. You can restore the data to your CLIÉ

operation again, even if you lose your

operation is performed.

operation” in “Handbook.”

Troubleshooting

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Your CLIÉ handheld does not operate properly

You cannot turn on your CLIÉ handheld

B The battery power of your CLIÉ handheld has run out.

Connect your CLIÉ handheld to the AC power adapter with the plug adapter (cradle) and turn on your CLIÉ handheld after a few minutes. If your CLIÉ handheld turns on, keep charging it. When the battery charge is done, perform a soft reset. (The battery charge takes approximately four hours normally.)

B The connector of your CLIÉ handheld and the plug adapter (cradle) is

dirty. You cannot charge your CLIÉ handheld if the connector is dirty. Try connecting your CLIÉ handheld several times to the plug adapter (cradle) to clean the connector.

Your CLIÉ handheld does not operate properly

The screen is not displayed although the LED indicator is on

B The POWER/HOLD switch is set to the HOLD mode.

The screen will not be displayed when the HOLD mode is on. Set the HOLD mode off. (Only models equipped with a HOLD switch.)

B Perform a soft reset by pressing the RESET button.

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

your Sony CLIÉ™ handheld” in “Read This First (Operating Instructions).”

Continued on next page

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You cannot operate your CLIÉ handheld

B The POWER/HOLD switch is set to the HOLD mode.

Your CLIÉ handheld will not operate when the HOLD mode is on. Make sure that the HOLD mode is off. (Only models equipped with a HOLD switch.)

B Your CLIÉ handheld is placed near the IR port of your computer.

Do not place your CLIÉ handheld near the IR port of your computer except

when you perform the IR HotSync

operation, as a malfunction may

occur. Or, set Beam Receive to Off in the General Preferences screen from Preferences.

B Perform a soft reset by pressing the RESET button.

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

your Sony CLIÉ™ handheld” in “Read This First (Operating Instructions).”

Your CLIÉ handheld turns itself off

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

inactivity (the automatic power-off function). You can set Auto-off After to your own automatic power-off time in the General Preferences screen from Preferences.

For details, refer to “Customizing your Sony CLIÉ™ handheld (Preferences):

Setting the automatic

power-off time” in “Handbook.”

B Your CLIÉ handheld is set to After a preset delay in Security.

If you set After a preset delay in Security to earlier than what you set for the automatic power-off time mentioned above, your CLIÉ handheld will turn itself off.

For details, refer to “Protecting your data with a password: Locking your Sony

CLIÉ™ handheld with a password (Data protection)” in “Handbook.”

Your CLIÉ handheld does not make any sound

B Make sure that System Sound in the General Preferences screen

from Preferences is not set to Off.

For details, refer to “Customizing your Sony CLIÉ™ handheld (Preferences):

Setting sounds” in “Handbook.”

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

B When you adjust the brightness level, the LCD backlight turns on. You

may be not able to see the display properly if the brightness level is set to the lowest. However, this is not a malfunction.

You cannot see the LCD properly

B The brightness may be uneven depending on the angle of your vision,

however this is not a malfunction. Adjust the brightness level by tapping the Brightness Adjustment icon on the bottom left corner of the screen. If the backlight is off, turn it on.

For details on how to turn the backlight on, refer to “Basic operations of your

Sony CLIÉ™ handheld: Functions of parts” in “Read This First (Operating Instructions).”

You cannot operate software or applications properly after performing a reset

B If you encounter software or application problems after performing a soft

or hard reset, such as improper operations, unusual displays, or freezing during a soft reset, the reset may not be completed properly. Perform a reset again. Perform a hard reset if you cannot solve your problems after performing a soft reset.

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

your Sony CLIÉ™ handheld” in “Read This First (Operating Instructions).”

Your CLIÉ handheld does not operate properly

Note on performing a reset

After performing a reset, do not press the RESET button again until the

Preferences screen or the Welcome screen is displayed.

Continued on next page

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You cannot use the Jog Dial™ navigator

B The JogAssist function is not set.

You cannot use the Jog Dial™ navigator for applications that do not support the Jog Dial™ navigator operations when the JogAssist function is not set. Tap to select the Use JogAssist check box in the Jog Preferences screen from Preferences.

For details, refer to “Customizing your Sony CLIÉ™ handheld (Preferences):

Setting the JogAssist function” in “Handbook.”

B The JogAssist function is not available for some applications.

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You cannot perform the HotSync® operation

Verify the following first

Verifying your CLIÉ handheld

B Is the connector of your CLIÉ handheld and the plug adapter (cradle) dirty?

If the connector is dirty, try connecting your CLIÉ handheld several times to the plug adapter (cradle) to clean the connector.

B Are your CLIÉ handheld and the plug adapter (cradle) correctly

connected? Check whether the Battery Remain icon is displayed on the screen of your CLIÉ handheld. If the icon is displayed, connect your CLIÉ handheld to the AC power adapter.

B Is the memory space in your CLIÉ handheld sufficient?

Delete any unnecessary data and perform the HotSync

B Are you using the same user name that is used for another CLIÉ handheld?

Change the user name.

operation again.

Verifying your computer

B Is the Palm™ Desktop for CLIÉ software installed?

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