Sony PEG-TJ37, PEG-TJ27 User Manual

Troubleshooting Q&A

Personal Entertainment Organizer

PEG-TJ37 PEG-TJ27

A-BTH-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 make a backup

• I cannot connect to the Internet (for PEG-TJ37 only)

• The contents of websites cannot be displayed (NetFront v3.1 for CLIE) (for PEG-TJ37 only)

• I cannot use e-mail (CLIE Mail)

• Problems with the CLIE Update Wizard

• Problems on taking pictures

• Peripheral devices are not recognized

• I cannot play music (AeroPlayer for CLIE) (for PEG-TJ37 only)

• I cannot use “Memory Stick” media

• I cannot transfer data

• Problems with the CLIE Launcher

• How to operate basic applications (PIM)

• Problems with the Mobile Manager (for PEG-TJ37 only, for supported areas only)

• Problems with the Mobile Connection Wizard (for PEG-TJ37 only, for supported areas only)

Customer Support and Customer Registration

problems

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.

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

Restarting your CLIÉ (Operating Instructions)”.

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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].

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

If problems persists

Refer to “Customer Support and Customer Registration” (page 50), 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.

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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 applications: Backing up data and applications to “Memory Stick” media using Memory Stick Backup” in the “Handbook” (PDF format).

™

handheld data and

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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

Note

Some add-on applications (not installed at the factory), and some application data and settings may not be backed up using the HotSync backup of all data on your CLIÉ handheld can be made with Memory Stick Backup. Use Memory Stick Backup often to make complete backups.

b For details on the HotSync

using the HotSync (PDF format).

operation.

operation is performed. If you need to perform

operation. However, a complete

operation, refer to “Exchanging and updating files/data

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

Troubleshooting

Symptoms Page

My CLIÉ handheld does not work properly

I cannot turn on my CLIÉ handheld Page 10

The screen is not displayed even though the POWER LED is onPage 10

My CLIÉ handheld does not respond Page 11

My CLIÉ handheld keeps turning itself off Page 11

My CLIÉ handheld does not produce any sounds Page 12

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

The LCD display cannot be viewed properly Page 12

Applications do not operate properly after a soft reset is performed

I cannot use the Jog Dial

™

navigator Page 13

Error messages

An error message appears repeatedly Page 13

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

An error message indicating insufficient memory appears Page 14

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 (for PEG-TJ37 only))

Page 12

Page 13

Page 14

Page 15

Page 16

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 17

I forgot my password

I forgot my password and my CLIÉ handheld is locked Page 18 I forgot my password and my CLIÉ handheld is not locked Page 18

HotSync® problems

I cannot perform a local HotSync® operation Page 18 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

operation Page 21

operation Page 21 Data cannot be synchronized with some applications Page 21 I cannot back up some data using the HotSync

™

Palm

Desktop for CLIÉ does not start or cannot be

operation Page 22

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

If you still cannot perform the HotSync

I cannot perform a HotSync I cannot perform a HotSync

operation via a modem Page 24

operation via a wireless LAN

operation Page 23

(for PEG-TJ37 only)

I cannot perform the IR HotSync

operation Page 26

Page 17

Page 20

Page 23

Page 26

I cannot beam data

Verify the following first Page 27 An error message is displayed indicating insufficient memory

when I receive data/files via beaming

Continued on next page

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

Page 28

Table of Contents (Continued)

Symptoms Page

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 (for PEG-TJ37 only)

I cannot connect to the Internet via a wireless LAN (for PEGTJ37 only)

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

The contents of websites cannot be displayed (NetFront v3.1 for CLIE) (for PEG-TJ37 only)

Images are not displayed Page 32 All or some website contents are not displayed Page 32 It takes too much time to download the contents of a website Page 32 I cannot access a certain website Page 33

I cannot use e-mail (CLIE Mail)

I cannot send or receive e-mail messages

I cannot send or receive e-mail messages Page 34 The message “Account is invalid” or “Incorrect password” is

displayed

Page 28

Page 29

Page 31

Page 34

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

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.

Note

When HOLD mode is active, if you try to turn on your CLIÉ handheld using the Applications or CAPTURE buttons, or the Lens Cover Lever, the POWER LED blinks 3 times, but the power is not turned on.

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 four hours and then perform a soft reset.

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 at the back 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 at the back 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 at the back 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].

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

the automatic

Note

The maximum idle time is 3 minutes.

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

Continued on next page

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

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 Info dialog box.

Tip

If [Muting]* is selected in the Adjust Volume dialog box, all sounds, including audio, are muted. * [Muting] is available for PEG-TJ37 only.

b For details, refer to “CLIÉ

“Read This First (Operating Instructions)”.

™

handheld components: Status Information” in the supplied

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. 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.

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.

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

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.

™

CLIÉ

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

Note on performing a reset

I cannot use the Jog Dial™ navigator

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

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Error messages

An error message appears repeatedly

B Perform a soft reset by pressing the RESET button at the back 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)”.

Troubleshooting

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

at the top right of the CLIE Launcher and select [(All)].

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.

B Delete unused data in Date Book and To Do List.

To delete data from Date Book, select [Purge...] from [Record], select the time period for [Delete events older than], and tap [OK]. To delete data from To Do List, select the check box next to the data you want to delete. Then select [Purge...] from [Record]. Tap [OK] and the selected items will be deleted.

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].

operation, as a malfunction may occur.

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

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 shortcut menu.

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

B To receive data/files using the IR port communication, 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.

Troubleshooting

B Perform a soft reset by pressing the RESET button at the back 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)”.

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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

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) (for PEG-TJ37 only)

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

format) and try writing again using Decuma Input.

B If your handwriting cannot be recognized correctly as numbers or special

characters in General characters mode, switch the Decuma Input area from General characters mode to Numbers and special characters mode.

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

+ 35 hidden pages