Sony PEG-UX50 TROUBLESHOOTING GUIDE

Troubleshooting Q&A

4-676-076-11 (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

• 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 files/ movies

• I cannot play music (Audio Player)

• I cannot use storage media, such as “Memory Stick” media

• I cannot transfer data

• Problems with the CLIE 3D Launcher

• How to operate basic applications (PIM)

function

Personal Entertainment Organizer

PEG-UX50 PEG-UX40

Customer Support and Customer Registration

Frequently Asked Questions

Tips

• You may be able to solve the follow i ng problems by restarting your CLIÉ ha ndheld.

b For details on how to restart, refer to “Basic operations of your CLIÉ™ handheld: Restarting

your CLIÉ™ handheld” in the supp li ed “Read This First (Operating Instructi ons)”.

• The “CLIÉ Appli ca tio n Manual” is installed on your computer when you instal l Palm™ Desktop for CLIÉ.

I cannot turn on my CLIÉ handheld

• 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.

• Has the battery power of your CLIÉ handheld run out? Place your CLIÉ handheld on the char ger cradle connected to the AC power adapter, then allow it to be charged for a few minutes before turning it on. If it turns on, continu e charging for approximat ely four hours and then p erform a soft reset.

My CLIÉ handheld does not respond

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.

I cannot perform the HotSyn c® operation

Check the following:

• Your CLIÉ handheld and computer are connected properly.

• The USB cable is directly connected to your computer’s USB port. Do not use a USB hub.

• Palm™ Desktop for CLIÉ is installed on your computer.

• If you are using Windo ws 20 00 P ro f essi on al or Wi n dow s 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 HotSyn c® operation

• Is (HotSync) displayed in the task tray at the bottom right of your computer window? If not, click [Start], select [Programs] ([All Programs] for Windows XP)[Sony Handheld], and click [HotSync Manager] to start HotSync Manager.

• Is [Local USB] from the shortcut menu selected? (You can display this by clicking (HotSync).)

• Is the USB port active?

“Memory Stick ” m e di a is not recognized

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

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

• You may not be able to use a “Memory Stick” media that has been forma tted in a device other than your CLIÉ handheld.

• When the battery of your CLIÉ handheld is runni ng l ow, data on “Memory Stick” media may not be displayed. Charge the battery of your CLIÉ handheld.

Playing music: The MP3 files cannot be read or played

Frequently Asked Questions

• Check that the MP3 files are located in [Palm/Programs/MSAUDIO] directory on storage media, such as “Memory Stick” media.

• Check that the file format is playable on your CLIÉ handheld.

For details on file formats playable on your CLIÉ handheld, refer to “Audio Player” in the “CLIÉ Applicat ion Manual” installed on your computer.

Playing music: SonicStage does not recognize my CLIÉ handheld even when it is connected to my computer via the USB cable

• Set to music transfer mode.

For details, refer to “Audio Player” in the “CLIÉ Applic ation Manual” installe d

on your computer .

• Disconnect your CLIÉ handheld from your computer, and connect them again via the USB cable. If the problem persists, restart your computer.

Continued on next page

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I cannot connect to the Internet using the wir eless LAN function (for PEG-UX50 only)

• Check that the correct settings are made in [Network] of Preferences on

your CLIÉ handheld.

• Check that the correct network settings are made for the wireless LAN access point.

• Turn off the wireless LAN access point once and turn it on, and then try connecting to the wireless LAN access point again.

For details, refer to the manual of the wireless LAN acce ss point.

I cannot connect to the Internet

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

• NetFront v3.0 for CLIE may not be able to display certain websites designed for your comp uter’s bro wser software.

For details, refer to the “ CLIÉ Applic ation Manu al” installed on your comp uter.

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 m ail server, user name, and password are correct.

• If you cannot send an e-mail message, check the receiver’s e-mail address.

If your problem persists, then go to the next page.

Contents of Troubleshooting

Symptoms Page

My CLIÉ handheld does not work properly

I cannot turn on my CLIÉ handheld Page 13 The screen is not di sp l ayed even t h oug h the POWER LED is onPage 13

My CLIÉ handheld does not respond Page 14 My CLIÉ handheld keeps turning itself off Page 14 My CLIÉ handheld does not produce any sounds Page 14 The backlight does not turn on when I adjust the brightness

level The LCD dis play cannot be viewed properly Page 15 Applications do not operate properly after a soft reset is

performed I cannot use the Jog Dial™ navigator Page 16

Error messages

An error message appears repeatedly Page 16 The message “Invalid process” appears when an application

is started An error message indicating insufficient memory appears Page 17 The HotSync

on the screen

operation does not start and a message appears

Troubleshooting

Page 15

Page 16

Page 17

An error message indicating insufficient memory appears while receiving data using the IR port or the Bluetooth communication

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 (Menu) Page 19

Continued on next page

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Page 18

Page 19

Contents of Trou bleshooting (Continued)

Symptoms Page

I need help using the hardware keyboard Page 19 Only symbols are entered when pres sing the alphabet keys on

the hardware keyboard My CLIÉ handheld does not recognize handwritten char acters

(when usin g Graffiti

My CLIÉ handheld does not recognize handwritten char acters (when usin g Decuma Input)

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 21

I cannot perform the HotSync® operation

Verify the following first Page 22 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 synchroni zed with some applications when the

HotSync

operation is performe d

I cannot back up some data using the HotSync

operation midway Page 23

operation Page 24

operation Page 25

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

Page 19

Page 20

Page 23

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

The mail software on my computer starts automatically when I start the HotSync

I cannot perform the HotSync

operation

operation via a wirele ss LAN

(for PEG-UX50 only)

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

operation Page 26

operation Page 28

Page 25

Page 26

Symptoms Page

I cannot beam data

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

when I receive data via beaming

I cannot exchange data using the Bluetooth® function I cannot make a backup

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

operation

I cannot connect to the Internet

I cannot connect to the Internet via a wireless LAN (for PEGUX50 only)

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

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 much time to download the contents of a website Page 34 I cannot access a certain website Page 35

I cannot use e-mail (CLIE Mail)

Page 30

Page 31

Page 33

Troubleshooting

I cannot send or receive e-mail me ssa ge s

I cannot send or receive e-mail messages Page 36 The message “Account is invalid” or “Incorrect password” is

Page 36

displayed I cannot synchronize the data between CLIE Mail and

Page 37

e-mail software, such as Outlook Express, on my computer

Continued on next page

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Contents of Trou bleshooting (Continued)

Symptoms Page

Other problems

My CLIÉ handheld does not produce any sound Page 43 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

I cannot use storage media, such as “Memor y Stick” media

Page 42

Troubleshooting

Page 42

Page 43

Page 44

I cannot copy/move data between storage media, such as “Memory Stick” media, and my CLIÉ handheld

I cannot start an application stored on storage media, such as “Memory Stick” media

My CLIÉ handheld cannot read data on storage media, such as “Memory Stick” media

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

Continued on next page

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Page 44

Page 45

Page 46

Contents of Trou bleshooting (Continued)

Symptoms Page

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 th e CLIE 3D Launcher

I cannot start the CLIE 3D Launcher Page 47 Applications stored on storage media, such as “Memory

Stick” media, are not disp l ayed The CLIE 3D Launcher groups and the categories of th e Palm

Standard screen are different

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 re-order memos in a list Page 48 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

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

If you cannot solve the problem

If you cannot solve a problem even with the solution s provi de d in thi s 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 the supplied “Read This First (Operating Instructions)” and “Handbook” carefully.

• Double-click (CLIÉ Info) on your computer window, and select [Manuals] to read the details about the specific application.

Step 2 Refe r t o the Sony CLIÉ handheld Support

website

Double-click (CLIÉ Info) on your computer window, and select [CLIÉ™ Handheld Support].

Troubleshooting

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 a pplication, contact the developer or publisher of that application.

Avoiding problems

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Making a backup of the data or applications on your CLIÉ handheld

Sony recomm e nd s th at you make a ba ck up of your data in case of unexp ec te d 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 the HotSync® operation

Data or applications on your CLIÉ handheld is backed up t o your computer when the HotSync this would erase all user data or applicati ons stored on your CLIÉ handheld. However, the erased data or applications can be restored with the next HotSync (All user data or applications stored on Internal Media will be retained.)

Some add-on applicatio ns (and data thereof) installed on your CLIÉ handheld may not be backed up. Especi ally, add-on applications installed via infra-red beamin g or via “Memory Stick” media can not b e backed up using the HotSync

Note

b For details on the HotSync

using the HotSync “Handbook”.

operation.

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

operation, refer to “Exchanging and updating files/data

operation (Other HotSync® operations)” in the supplied

operation.

Troubleshooting

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My CLIÉ handheld does not work properly

I cannot turn on m y CL I É handheld

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

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

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

Place your CLIÉ handheld on the charger cradle connected to the AC power 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 The connector between your CLIÉ handheld and the charger cradle is dirty.

You cannot charge your CLIÉ handheld if the connector is dirty. Wipe the connector with a soft cloth, such as a cotton pad.

B I t takes a while until the screen is displayed when turning on your CLIÉ

handheld from Power Saving Mode. However, it is n ot a malfunction.

Troubleshooting

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

B I t takes a while until the screen is displayed when turning on your CLIÉ

handheld from Power Saving Mode.The screen is displayed after the POWER LED is turned on.

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

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

B Perform a soft reset by pressing the RESET button.

For details, refer to “Basic operations of your CLIÉ™ h andheld: Restarting your CLIÉ™ handheld” in the supplied “Read Th is F irst (Operating Instruc tion s)”.

Continued on next page

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My CLIÉ handheld does not respond

B The POWER /HOLD switch of your CLIÉ handheld is 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 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 selecting [Off] next to [Beam Receive:] in [General] of Preferences.

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 supplied “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 selecting [Auto-off After:] in [General] of Preferences.

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

B Did you set [After a preset delay] from [Auto Lock Handheld:] in

Security? It 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 protectio n)” in the supplied “Handbook”.

power-off time” in the supplied “Handbook”.

My CLIÉ handheld does no t produce any sounds

B Tap [General] of Preferences and check that [System Sound:] is not set

to [Off].

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

Setting sounds” in the supplied “Ha n db oo k” .

My CLIÉ handheld does no t produce any sounds

B Adjust the volume settings in the Adjust Volume screen displayed by

tapping in the status bar.

Tip

If [Muting] is sele cted in t he Adjust Volume screen, all sounds, including Audio, are muted.

b For details, refer to “CLIÉ™ handheld components: Status Bar” in the supplied “Read

This First (Operating Instructions)”.

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

B I f 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 upon the angle of vision, the brightness may be uneven, however,

this is not a malfunction. You can adjust the brightness level in the Adjust Brightness dialog box displayed by tapping at the top right of the Graffiti 2 writing area. If the backlight is off, you can turn it on by slidin g down the POWER/HOLD switch and hold it for more than two second s.

Tip

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

Troubleshooting

Continued on next page

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Applications do not operate properly a fter a soft res et 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 such a case, perform a soft reset once again. If you still cannot solve your problem, try a hard reset.

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

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 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.

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Error messages

An error message appears repeated ly

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 supplied “Read This First (Operating Instructions)”.

The message “Invalid process” appears w hen an application is started

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

media, such as “Memory Stick”media, appli cations 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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