Sony PEG-TH55 TROUBLESHOOTING GUIDE

Troubleshooting Q&A

Personal Entertainment Organizer

PEG-TH55

A-BU7-100-11 (1)

Troubleshooting

• My CLIÉ handheld does not work properly

• Error messages

• I cannot enter text properly

• I forgot my password

• HotSync

• I cannot beam data

• I cannot exchange data using the Bluetooth (for models containing the Bluetooth only)

• I cannot make a backup

• Peripheral devices are not recognized

• I cannot connect to the Internet

• The contents of websites cannot be displayed (NetFront v3.1 for CLIE)

• I cannot use e-mail (CLIE Mail)

• Problems with CLIE Update Wizard

• Problems with image files/movies

• I cannot play music (Audio Player)

• I cannot use “Memory Stick” media

• I cannot transfer data

• How to operate CLIE Organizer

• Problems with the CLIE Launcher

• How to operate basic applications (PIM)

• Problems with Mobile Manager (for supported areas only)

• Problems with Mobile Connection Wizard (for supported areas only)

problems

function

wireless technology

Customer Support and Customer Registration

If you encounter problems

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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.

b For details on soft reset, refer to “Basic operations of your CLIÉ handheld:

Restarting your CLIÉ (Operating Instructions)”.

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Other Troubleshooting Steps

If you cannot solve the problem after performing a soft reset, please follow the steps below. It is recommended that you make note of any messages or alerts that are displayed.

Refer to “Frequently Asked Questions” in the supplied “Read This First (Operating Instructions)” or this manual.

™

handheld” in the supplied “Read This First

2 Refer to the Sony CLIÉ handheld Support website

Double-click (CLIÉ Info) on the Windows desktop, and select [CLIÉ™ Handheld Support].

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If problems persist

Refer to “Customer Support and Customer Registration” (page 59), or contact your nearest Sony dealer.

Note

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

Making backups of data and applications on your CLIÉ handheld

Sony recommends 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.

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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.

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

For details, refer to “Backing up your CLIÉ™ handheld data and applications: Backing up data and applications to “Memory Stick” media using Memory Stick Backup” in the “Handbook” (PDF format).

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Making a backup using the HotSync® operation

Data and installed applications on your CLIÉ handheld are backed up to your computer when the HotSync a hard reset, this would erase all user data and applications stored on your CLIÉ handheld. However, the erased data and applications can be restored with the next HotSync

operation.

operation is performed. If you need to perform

Troubleshooting

Notes

• Some add-on applications (not installed at the factory), and some application data and settings may not be backed up using the HotSync data on your CLIÉ handheld can be made with Memory Stick Backup. To make proper backups, using Memory Stick Backup periodically is recommended.

• When you need to restore data, and so on, make sure that you perform the HotSync operation immediately after you perform a hard reset. Otherwise, if you create new data on your CLIÉ handheld between the hard reset and performing the HotSync operation, the data may be lost.

b For details on the HotSync

using the HotSync (PDF format).

operation, refer to “Exchanging and updating files/data

operation (Other HotSync® operations)” in the “Handbook”

operation. However, a backup of

Table of Contents

Symptoms Page

My CLIÉ handheld does not work properly

I cannot turn on my CLIÉ handheld Page 12

The screen is not displayed even though the POWER LED is onPage 12

My CLIÉ handheld does not respond Page 13

My CLIÉ handheld keeps turning itself off Page 13

My CLIÉ handheld does not produce any sounds Page 14

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

The LCD display cannot be viewed properly Page 14

Applications do not operate properly after a soft reset is performed

I cannot use the Jog Dial

™

navigator Page 15

Error messages

An error message appears repeatedly Page 15

The message “Invalid process” appears when an application is started

An error message indicating insufficient memory appears Page 16

The HotSync on the screen

An error message indicating insufficient memory appears while receiving data/files using the IR port communication

operation does not start and a message appears

I cannot enter text properly

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

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

Page 14

Page 15

Page 16

Page 17

Page 18

Symptoms Page

My CLIÉ handheld does not activate the right feature when I tap a button or screen icon

I cannot display the menu when I tap (Menu) Page 19

I forgot my password

I forgot my password and my CLIÉ handheld is locked Page 20 I forgot my password and my CLIÉ handheld is not locked Page 20

HotSync® problems

I cannot perform a local HotSync® operation Page 20 I cannot start the HotSync

operation by tapping

(HotSync) on the HotSync screen

I cannot cancel the HotSync It takes a long time to complete the HotSync Data cannot be synchronized with some applications using the

HotSync

operation

I cannot back up some data using the HotSync

operation Page 23

operation Page 25

Palm™ Desktop for CLIÉ does not start or cannot be selected from the menu

CLIE Organizer for PC does not start or cannot be selected from the menu

Page 19

Page 22

Page 23

Page 25

HotSync Manager does not start. (HotSync) is not displayed in the task tray (Notification area) at the bottom right of my computer window

I cannot perform a HotSync If you still cannot perform the HotSync I cannot perform a HotSync I cannot perform a IR HotSync

operation via a wireless LAN Page 26

operation Page 26

operation via a modem Page 27

operation Page 29

I cannot beam data

Verify the following first Page 30 An error message is displayed indicating insufficient memory

when I receive data/files via beaming

Continued on next page

• • • • • • • • • • • • • • • • • • • •

Page 26

Page 30

Table of Contents (Continued)

Symptoms Page

I cannot exchange data using the Bluetooth

function (for models containing the Bluetooth

wireless technology only) I cannot make a backup

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

operation

Peripheral devices are not recognized I cannot connect to the Internet

I cannot connect to the Internet via a wireless LAN Page 32 I cannot connect to a Hot spot (public wireless LAN access

point) The message “Incorrect setting” or “Certification is invalid”

appears

The contents of websites cannot be displayed (NetFront v3.1 for CLIE)

Images are not displayed Page 35 All or some website contents are not displayed Page 36 It takes too much time to download the contents of a website Page 36

Page 31

Page 32

Page 35

I cannot access a certain website Page 36

I cannot use e-mail (CLIE Mail)

I cannot send or receive e-mail messages

I cannot send or receive e-mail messages Page 37 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

Page 38

Symptoms Page

Other problems

My CLIÉ handheld does not produce any sound Page 47 I cannot insert a “Memory Stick” media into my CLIÉ

handheld A “Memory Stick” media used with other devices cannot be

used with my CLIÉ handheld I cannot operate my CLIÉ handheld for a while after a

“Memory Stick” media is inserted into my CLIÉ handheld

Page 47

Page 48

Symptoms Page

I cannot use “Memory Stick” media

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

I cannot copy or move data/files between “Memory Stick” media and my CLIÉ handheld

I cannot start an application stored on “Memory Stick” media Page 49 My CLIÉ handheld cannot read data/files on “Memory Stick”

media

I cannot transfer data

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

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

How to operate CLIE Organizer

Date Book

I cannot delete Date Book data Page 51 Date Book data cannot be imported or exported Page 51 Date Book data cannot be exchanged with another Palm OS

device Data cannot be entered in Date Book Page 52

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Page 49

Page 50

Page 51

Date Book applications other than my CLIÉ handheld cannot be used

I cannot set holidays Page 52

Page 52

Address Book

My vCard data cannot be imported to or received Page 53

Free Notes

I cannot receive movie files attached to Free Notes Page 53

Continued on next page

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Table of Contents (Continued)

Symptoms Page

Memo Pad

The imported memo is not completely displayed Page 53 I cannot send the Memo Pad data properly Page 53

Problems with the CLIE Launcher

I cannot start the CLIE Launcher Page 54 Applications stored on “Memory Stick” media are not

displayed The CLIE Launcher groups, categories for the Applications

screen of CLIE Organizer, and categories for the Palm OS

Standard screen are categorized differently

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

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

I cannot change the order of memos in a list Page 56 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

Problems with Mobile Manager (for supported areas only)

Installation problems

I cannot install (or reinstall) Mobile Manager Page 57

Page 54

Page 55

Page 56

The connection profile edited using Mobile Connection Wizard is not reflected on Mobile Manager

Modules and connection profiles are not installed on my CLIÉ handheld

Page 57

Symptoms Page

Network Connection problem

I cannot make a connection to the network Page 58

Problems with Mobile Connection Wizard (for supported areas only)

I cannot click [Next] Page 58

Troubleshooting

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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.

Note

If you press the application buttons, Data Assistant button, or CAPTURE button, or slide down the VOICE REC switch, or open the camera lens cover during HOLD mode, the POWER LED blinks 3 times. However, your CLIÉ handheld does not operate.

B Has the battery power of your CLIÉ handheld run out?

Connect your CLIÉ handheld to the AC power adapter with the plug adapter, then allow it to be charged for a few minutes before turning it on. If it turns on, continue charging for approximately five hours and then perform a soft reset by pressing the RESET button of your CLIÉ handheld.

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

™

CLIÉ

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

B Is the connector between your CLIÉ handheld and the plug adapter dirty?

You cannot charge your CLIÉ handheld if the connector is dirty. Connect and disconnect your CLIÉ handheld and the plug adapter several times to clean the connector.

B Perform a soft reset by pressing the RESET button of your CLIÉ handheld.

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

™

CLIÉ

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

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

B Is the POWER/HOLD switch of your CLIÉ handheld in HOLD mode?

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

The screen is not displayed even though the POWER LED is on (continued)

B Perform a soft reset by pressing the RESET button of your CLIÉ handheld.

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

™

CLIÉ

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

My CLIÉ handheld does not respond

B Is the POWER/HOLD switch of your CLIÉ handheld in HOLD mode?

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

B Is your CLIÉ handheld 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 selecting [Off] next to [Beam Receive:] in the Preferences screen for [General].

B Perform a soft reset by pressing the RESET button of your CLIÉ handheld.

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

™

CLIÉ

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

My CLIÉ handheld keeps turning itself off

Troubleshooting

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 selecting a time for [Auto-off After:] in the Preferences screen for [General].

Note

The maximum idle time is 3 minutes.

b For details, refer to “Customizing your CLIÉ

automatic power-off time” in the “Handbook” (PDF format).

™

handheld (Preferences): Setting the

Continued on next page

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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.

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

handheld with a password (Data protection)” in the “Handbook” (PDF format).

My CLIÉ handheld does not produce any sounds

B Is [System Sound:] in the Preferences screen for [General] set to [Off]?

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

B Adjust the volume settings in the Adjust Volume dialog box displayed by

tapping in the status bar.

Tip

If [Muting] is selected in the Adjust Volume dialog box, all sounds, including audio, are muted.

b For details, refer to “CLIÉ

First (Operating Instructions)”.

™

handheld components: Status bar” in the supplied “Read This

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.

However, this is not a malfunction.

The LCD display cannot be viewed properly

B Depending on the angle of vision, the brightness may appear uneven,

however, this is not a malfunction. You can adjust the brightness level in the Adjust Brightness dialog box displayed by tapping at the bottom left of the Graffiti 2 writing area.

The LCD display cannot be viewed properly (continued)

B If the backlight is off, you can turn it on by sliding down the POWER/

HOLD switch and hold it for more than two seconds.

For details, refer to “CLIÉ™ handheld components: POWER/HOLD switch” in

the supplied “Read This First (Operating Instructions)”.

Applications do not operate properly after a soft reset is performed

B If you encounter application problems after a reset (such as miss-operations,

an unusual display, or freezing during a soft reset), perform the soft reset again. If you still cannot solve the problem, try a hard reset.

b For details, refer to “Basic operations of your CLIÉ

™

CLIÉ

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

Notes on performing a reset

• After performing a reset, do not press the RESET button of your CLIÉ handheld again until

the Preferences screen or the Setup screen is displayed.

• If you perform a hard reset, all records and add-on applications stored on your CLIÉ handheld will be deleted.

™

handheld: Restarting your

I cannot use the Jog Dial™ navigator

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

Troubleshooting

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Error messages

An error message appears repeatedly

B Perform a soft reset by pressing the RESET button of your CLIÉ handheld.

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

™

CLIÉ

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

The message “Invalid process” appears when an application is started

B If there is insufficient memory space in your CLIÉ handheld or “Memory

Stick” media, applications may not work properly. Delete any unnecessary data/files.

Tip

You can check the memory space in your CLIÉ handheld or “Memory Stick” media by tapping

(MS) in the status bar and selecting [V Handheld] or [V MS] next to [Device:] in the

displayed Media Info dialog box.

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.

To delete unnecessary data/files

For Date Book: Tap [Pruge...] from [Record] in the menu, select the time period

for [Delete events older than], and tap [OK].

For To Do List: Tap [Purge...] from [Record] in the menu, and tap [OK]. For CLIE Mail: Delete unnecessary e-mail messages.

Tap [Empty Trash] from [Mail] in the menu, and tap [OK].

B If add-on applications are installed on your CLIÉ handheld, delete those

applications.

For details, refer to “Enhancing features with add-on applications: Installing:

Deleting installed add-on applications” in the “Handbook” (PDF format).

The HotSync® operation does not start and a message appears on the screen

B Move your CLIÉ handheld away from the IR port of your computer except

when performing the IR HotSync You can also disable the IR feature by selecting [Off] next to [Beam Receive:] in the Preferences screen for [General].

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. 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].

5 Click (HotSync) in the task tray (Notification area) at the bottom

right of your computer window and select [InfraRed] from the menu.

operation, as a malfunction may occur.

An error message indicating insufficient memory appears while receiving data/files using the IR port communication

Troubleshooting

B To receive data/files using the IR port communication, the free space in 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 of your CLIÉ handheld.

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

™

CLIÉ

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

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I cannot enter text properly

My CLIÉ handheld does not recognize handwritten

characters (when using Graffiti

B To have your CLIÉ handheld recognize handwritten characters entered with

the stylus, you must use Graffiti

For details, refer to “Entering text on your CLIÉ™ handheld: Using Graffiti® 2

writing to enter text” in the “Handbook” (PDF format).

B Make sure you enter the Graffiti® 2 strokes in the Graffiti® 2 writing area.

B Make sure you enter the Graffiti

Graffiti

B Check that Graffiti

2 writing area and numbers in the right side.

2 is not shifted into Symbol mode.

For details, refer to “Entering text on your CLIÉ™ handheld: Using Graffiti® 2 writing to enter text” in the “Handbook” (PDF format).

B If the letter “L” is registered as a menu command for an application, the

letters “K”, “T”, “I”, and “X” will not work as menu command.

B How to enter Graffiti

For details, refer to “Entering text on your CLIÉ™ handheld: Using Graffiti® 2

writing to enter text” in the “Handbook” (PDF format).

2 characters faster and more accurately.

B Adjust the stylus periodically to reduce problems associated with stylus

writing and reading, in Graffiti

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

Adjusting the Digitizer” in the “Handbook” (PDF format).

2 strokes for letters in the left side of the

2 for example.

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

B Refer to “Decuma Input” in the “CLIÉ Application Manual” (HTML

format) and try writing again using Decuma Input.

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