Sony PEG-UX50 TROUBLESHOOTING GUIDE

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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

Page 46

Page 47

Page 48

Page 49

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

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

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

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

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.

An error message indicating insufficient mem o ry appears

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

media, such as “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 ab le to start or d elete applicat ions. If the warning message appears, delete any unnecessary data after backing up any of that data you might need in the future.

B Delete unused data of 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, check the box to the left of the data you want to delete. Then select [Purge...] from [Record]. Tap [OK] and the checked items will be deleted.

B Delete e- mail messages in CLIE Mail, and then empty the Trash. B Select [Delete C ache] from [Options] in NetFront v3.0 for CLIE. B If add-on applications are installed on your CLIÉ handheld, delete those

applications.

For details, refer to “Enhancing features with a dd-on applications: Installing: Deleting installed add-on applications” in the supplied “Handbook”.

Troubleshooting

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 [General] of Preferences.

operation, as a malfunction may occur.

Continued on next page

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

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

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 Inf rar ed icon (the Wireless Link icon in W in dows

2000 Professional/Windows XP).

3 Click [Sending image]. 4 Deselect [Send the image from th e digi t al camera to y our co mput er

using the wireless link] and click [OK].

5 Click (HotSync) in the task tray at the bottom right of your

computer window and select [InfraRed] from the shortcut menu.

An error message indicati ng insufficient memory appears

while receiving data using the IR port or the Bluetooth communication

B To receive data using the IR port or the Bluetooth® communication, the free

space of your CLIÉ handheld’s memory must be more than twice the size of data to be received. If there is insufficient memory space in your CLIÉ handh eld, del ete any unnece ssary data (after backi ng up any of that data you might need in the future) and try receiving data again.

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)”.

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I cannot enter text properly

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

B The digitizer is not correctly calibrated.

Select [Digitizer] of Preferences and adjust the digitizer.

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

Adjusting the Digitizer” in the supplied “Handbook”.

B Your CLIÉ handheld may not be able to recognize tapping properly if y ou

apply a protection sheet to the screen.

I cannot display the menu when I tap (Menu)

B Some applications or screens do not have the menu feature. Try with

another application.

I need help using the hardware keyboard

B Refer to “CLIÉ™ handheld components: Hardware keyboard” in the

supplied “Read This First (Operating Instructions)”.

Troubleshooting

Tip

You can also see the Keyboar d Help screen by pressing the K key while pressing the Ctrl key on the hardware keybo ard.

Only symbols are entered when pressing the alphabet keys on the hardware keyboard

B Unlock the blue key function by pressing (Blue).

Tip

When the blue key functio n is lo cked, is displayed in the status bar.

Continued on next page

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My CLIÉ handheld does not recognize handwritten

characters (when using Graffiti

2 )

B To have your CLIÉ handheld recognize handwritten characters entered

with the stylus, you must use Graffiti

For details, refer to “E ntering text o n your CLIÉ™ h andhel d: Using Gra ffiti®

2 to enter text” in the supplied “Handbook”.

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

B Make sure you enter the Graffiti

the Graffiti

B Check that Graffiti

For details, refer to “E ntering text o n your CLIÉ™ h andhel d: Using Gra ffiti®

2 to enter text” in the supplied “Handbook”.

2 writing area and numbers in the upper side.

2 is not shifted into punctuation mode.

2 strokes for letters in the lower side of

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 “E ntering text o n your CLIÉ™ h andhel d: Using Gra ffiti®

2 to enter text” in the supplied “Handbook”.

2 characters faster and more accurately.

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

B I f yo ur handwr iting cannot be recognized correctly as numbers or special

characters in General characters mod e, 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 supplied “Handbook”.

B Refer to “Decuma Input” in the “CLIÉ Application Manual” installed on

your computer.

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I forgot my password

I forgot my password and my CLIÉ handheld is locked

B You must perform a hard reset on your CLIÉ handheld. If you perform a

hard reset, your CLIÉ handheld will be restored to the default settings and data or installed add-on applications will be lost. (All user data or applications stored on Internal Media will be retained.)

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

I forgot my password a nd my CL I É han dheld is not locked

B You can use the Security function to delete the password, but all private

records will be deleted. To back up all the data including private records, perform the HotSync restore your private records saved on your computer by following the procedure below.

1 Tap the box be low [Passwor d:] in the Security screen.

The

Password dialog box i s displayed. In the dialo g box, ta p [Lost

Password] to delete the password. The password and all private records are deleted.

2 Perform the HotSync

operation before you d elete the password. The n

operation to restore your private records.

Troubleshooting

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I cannot perform the HotSync® operation

Verify the following first

Verifying yo ur CLIÉ handheld

B Is the USB cable properly connected to your CLIÉ handheld? B Is there sufficient memory space of your CLIÉ handheld?

Delete any unnecessary files and then perform the HotSync again.

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

Change the user name.

operation

Verifying your computer

B Is Palm™ Desktop for CLIÉ install ed? B Is the operating system on your computer compatible?

The following operatin g systems are compatible wit h your CLIÉ handheld. Operating systems other than the following are not supported.

• Microsoft Windows 98 Second Edition

• Microsoft Wind ows 2000 Professional

• Microsoft Windows Me

• Microsoft Windows XP

Note

Upgrade versions of operati ng systems are not supported.

B If you are using Windows 2000 Professional or Wind ows XP , log i n as an

“Administrator.”

B Is the USB cable properly connected to your computer? B 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.

B Is [Local USB] in the shortcut menu selected? (You can display this by

clicking (HotSync).) If not, select [Local USB].

Verify the following first

B Is the USB port active?

Check whether the USB port works normally by connectin g an other USB device, such as a USB mouse.

B If you use an extended terminal devices for laptop computers, such as a

port replicator, you may not b e able to use either the port replicator or the USB port of your comput er.

B Quit all applications other than Palm™ Desktop for CLIÉ.

Troubleshooting

If you cannot perform the HotSync

operation even after following the

above instructions, 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)”.

For particular problems regardi ng HotSync® operations, refer to the following.

I cannot start the HotSync® operation by tapping (HotSync) on the HotSync screen

B Ensure [Local] and [Cradle/Cable] are selected in the HotSync screen. B Perform a soft reset by pressing the RESET button.

b For details, refer to “Basic operations of your CLIÉ™ handheld: Restar ting your

CLIÉ™ handheld” in the supplied “Read This First (Oper ating Instruc tions)” .

I cannot cancel the HotSync® operation midway

B You may not be able to stop the HotSync® operation by tapping [Cancel]

for over ten seconds after you start the USB HotSync again after a while.

operation. Try

B If you disconnect your CLIÉ handheld and compu ter during the H otSync

operation, the HotSync

operation may not perform correctly.

In such a case, perform a soft reset.

For details, refer to “Basic operation s of your CLIÉ™ handheld: Restarting you r

CLIÉ™ handheld” in the supplied “Read This First (Oper ating Instruc tions)” .

Continued on next page

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I cannot cancel the HotSync® operation midway

B If you cannot stop the HotSync® operation even by tapping [Cancel],

perform a soft reset.

For details, refer to “Basic operation s of your CLIÉ™ handheld: Restarting you r CLIÉ™ handheld” in the supplied “Read This First (Oper ating Ins truct ions)” .

It takes a long time to complete the HotSync® operation

B Depending on the application you are using, it may require time to

complete the HotSync

operation because of large data/file sizes.

Data cannot be synchronized with some applications

when the HotSync

B The user name for Palm™ Desktop for CLIÉ does not match the one for

your CLIÉ handheld. In Palm™ Desktop for CLIÉ, select the user name corresponding to your CLIÉ handheld user name.

B The app lication is not set to synchronize files.

Click (HotSync) in the task tray at the bottom right of your computer window and select [Custom] from the shortcut menu. Check that all the applications are set to synchronize files.

B Third party backup or synchronization software is installed on your

computer or CLIÉ handheld. In such a case, you may not synchronize some applications using Palm™ Desktop for CLIÉ.

B There is insufficient memory space in your CLIÉ handheld.

Delete unnecessary files and then perform the HotSync

B Pr ivate data is hidden in the Security screen.

Hidden data cannot be displayed on Palm™ Desktop for CLIÉ. When you want to display hidden data, select [Show Records] below [Current Privacy:] in the Security screen and enter the password.

operation is perf orm ed

operation again.

Data cannot be synchronized with some applications

when the HotSync

B Make sure that Intellisync Lite is installed to synchronize Date Book,

Address Book, To Do List and Memo Pad of your CLIÉ handheld

with Microsoft

For details, refer to “Intellisync Lite” in the “CLIÉ Application Manual”

installed on your computer.

operation is perf orm ed

Outlook or Lotus Organizer.

I cannot back up some dat a usin g t he HotSy nc® operation

B Some add-on applications (and data thereof) installed on your CLIÉ

handheld may not be backed up. Especially, add-o n appl icat ions i nstall ed via infra-red beaming or via “Memory stick” media cannot be backed up using the HotSync

operation.

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

B Is Palm™ Desktop for CLIÉ properly installed on your computer?

The hardware or the software of your computer may not be compatible with Palm™ Desktop for CLIÉ. Uninstall Palm™ Desktop for CLIÉ and reinstall.

Troubleshooting

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

B Reinstall Palm™ Desktop for CLIÉ.

Continued on next page

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

The mail software on m y computer starts automati cal l y

when I start the HotSync

operation

B Mail software which you do not use regularly, or mail software that is not

installed, is selected as your [Mail System]. Click (HotSync) in the task tray at the bottom right of your computer window and select [Custom]. Select [CLIE Mail] from the Conduit list, and click [Change]. Then select [Mail System] that you use regu larly, and click [OK].

B The settings of the mail software are not complete.

Set the mail software properly on your computer.

I cannot perform the HotSyn c® operation via a wireless LAN (for PEG-UX50 only)

B I f the Ho tSync® operation is performe d once, your computer's name is

displayed in [Primary PC Name:] in the Primary PC Setup screen, which can be displayed by tapping [Primary PC Setup…] from [Options] in the menu of the HotSync screen. You need to delete this name the next time you perform the wireless LAN HotSync

operation.

Tip

If you enter "!!" for [Primary PC Name:], you do not need to delete the name every time you perform the wireless LAN HotSync

operation.

I cannot perform th e IR HotSync® operation

B Check that the IR port of your computer is enabled. B The IR HotSync

operation is not available if your computer does not have

an IR port.

B Check that (HotSync) is displayed in the task tray at the bottom right

of your computer window and HotSync Manager is running. When HotSync Ma nager is ru nning, the sh ortcut menu should be d isplayed b y clicking (HotSync).

I cannot perform th e IR HotSync® operation

B If you are using Windows 2000 Professional/Windows XP, click

(HotSync) in the task tray at the bottom right of your computer window and ensure [InfraRed] is selected.

B I f you are us ing Windows 98 Second Edition/Windows Me, click

(HotSync) in the task tray at the bottom right of your computer window and ensure [Local Serial] is selected.

B I f you are us ing Windows 98 Second Edition/Windows Me, click

(HotSync) in the task tray at the bottom right of your computer window and click [Local] in the Setup window. Then ensure [Serial Port] of the simulated port for IR communication is selected.

B Ensure [Local] and [IR to a PC/handheld] are selected in the HotSync

screen on your CLIÉ handheld.

B Point the IR port of your CLIÉ handheld directly to the IR port of your

computer. The distance between the IR ports of your CLIÉ handheld and your computer, should be 4 to 8 inches (approximately 10 to 20 centimeters). The optimum distance for beaming may vary depending on devices.

Troubleshooting

B You cannot perform the IR HotSync

operation if the remaining battery

power is inadequate. After charging the battery of your CLIÉ handh eld, try

the IR HotSync

operation again.

B Reduce the transmission speed.

Tap [IR to a PC/Handheld] in [Connection] of Preferences. Then tap [Edit...], [Details...] and specify [Speed:] in the Details screen.

Continued on next page

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

If you still cannot perform the HotSync® operation

If you cannot solve your HotSync® operation problem by following the troubleshootin g ti ps in this ma n ua l, follow the procedure below.

Check if any “Unknown device ” is listed in the Device Manager on your computer.

1 Right-click [My Computer] and select [Properties] from the

menu.

The System Properties window is displayed.

2 If you are using Windows 2000 Professional/Windows XP,

click [Hardware].

3 Click [Device Manager]. 4 Check if there is a device marked with or .

A device with such mark is not operating normally. Contact the manufacturer of the device to ge t in fo rmatio n on the la test d ev ice d riv er s.

You cannot perform the HotSync® operation before you install Palm™ Desktop for CLIÉ on your computer

If you perform the HotSync® operation before you install the CLIÉ handheld drivers on your computer, other drivers may be installed on your computer and a problem may occur in your computer system. Make sure you install Palm™ Desktop for CLIÉ before performing the

HotSync

operation.

Do not use a USB hub

If you connect your CLIÉ handheld to your computer via a USB hub, you may

not be able to perform the HotSync connect the USB cable directly to a USB port of your computer. Some computers have the hub function built into their internal circuitry. Contact your computer manufacturer to check whether the USB port of your computer is connected to an internal USB hub.

operation properly. Make sure you

Check that the USB port of your computer is enabled

If you are using a Windows 95 pre-installed compu ter or other older type of computer equipped with a USB port, the USB port may be disabled by default. Test the USB port with another device, such as a USB mouse. If that device does not work, check the BI OS setting of your computer. In addition, check the setting in the Device Manager: Right-click [My Computer] and select [Properties] from the menu. (If you are using Windows 2000 Professional/Windows XP, click [Hardware].) Click [Device Manager] and check that [USB controller] is displayed in the Device Manager window.

If USB controller is not displayed

b For details, refer to the manual of your computer.

Troubleshooting

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

I cannot beam data

Verify the following first

B Tap [General] in the Preferences screen and check that [Beam Receive:]

is set to [On].

B Make sure you point the IR port of your CLIÉ handheld di rectl y to t he I R

port of the target device.

B Make sure the distance between your CLIÉ handheld and the target device

is 4 to 8 inches (approximately 10 to 20 centimeters). The optimum distance for beaming may vary depending on devices.

B Sometimes file contents may be accidentally linked to the name of another

file when you transfer many files at the same time using the IR port. Transfer files one by one when using the IR port.

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

B To receive data using the IR port, the free space of your CLIÉ handheld’s

memory must be more than twice the size of data to be received. If there is insufficient memory space in your CLIÉ handheld, delete any unnecessary data (after backing up any of that da ta you might need in the future) an d try receiving data again.

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 In structi ons)”.

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

I cannot exchange data using the Bluetooth® function

B Select [Enabled] from [Bluetooth] in the Preferences screen. Check that

the Bluetooth LED lights in blue.

B If you rename a target Bluetooth

handheld has already detected it, the device may be listed under the previous name the next time it is detected.

compatible device after your CLIÉ

1 Tap (Menu) from [Bluetooth] in the Preferences screen. 2 Tap [Disable device name cache] from [Options].

3 Detect target Bluetooth

b For details, refer to “Have a try: Using the Bluetooth

“Read This First (Operating Instructions)”.

Sometimes file contents may be accidentally linked to the name of another file when you transfer many files at the same time using the Bluetooth Transfer files one by one when using the Bluetooth

compatible devices.

function” in the supplied

function.

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

I cannot make a backup

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

B Some add-on applications (and data thereof) installed on your CLIÉ

handheld may not be backed up. Especially, add-o n appl icat ions i nstall ed via infra-red beaming or via “Memory stick” media cannot be backed up using the HotSync

operation

operation.

Troubleshooting

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

I cannot connect to the Internet

I cannot connect to the Internet via a wireless LAN (for PEG-UX50 only)

B Check that [SSID :] is correctly selected in the Wireless LAN Setup

screen, which can be displayed by tapping [Network]-[ [Wireless LAN]-[Details…] in Preferences.

V Service]-

Continued on next page

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

I cannot connect to the Internet via a wireless LAN (for PEG-UX50 only)

B Check that the settings for [SSID:] or [WEP Key:] are correct in the SSID

Setup screen, which can be displayed by tapping [Edit…] fr om [SSID] in the menu of the Wireless LAN Setup screen.

B Your CLIÉ handheld may be connected to a wireless LAN access point

other than the target one when [-Auto Connect-] is selected. In the Wireless LAN Setup screen, check that the target wireless LAN access point is listed just below [-Auto Connect-] and [-Auto Connect-] is selected. (The list can be reordered by tapping or .) You can also select the SSID for the target wireless LAN access point instead of selecting [-Auto Connect-] from [SSID:] in order to explicitly connect to the target one.

B The chan nel setting must be channels 1-11 for the wireless LAN access

point. Change the channel setting for an appropriate channel.

For details on setup, refer to the manual of the wireless LAN access point.

B Your CLIÉ handheld and the wireless LAN access point may be too far

away. You need to be closer to the wireless LAN access point when trying to connect to it.

B Some obstacles, such as metal plate or concrete, are in the way between

your CLIÉ handheld and the wireless LAN access point. Move your CLIÉ handheld or the wireless LAN access point to find the best reception, or do not select [Power Save:] in the SSID Setup screen. (Note that if you do not select [Power Save:], the battery power is consumed more quickly.)

B SSID may be set to be hidden from the wireless LAN access point side.

In such a case, your CLIÉ h andheld can not detect it via the s can opera tion.

B The wireless LAN access point may not be connected to the Internet.

Connect the wireless LAN access point to the Internet.

For connection details, refer to the manual of the wireless LAN access point.

I cannot connect to the Internet via a wireless LAN (for PEG-UX50 only)

B The network settings may not be correct.

Ask the System Administrator of your wireless LAN network for the settings.

B Your CLIÉ handheld may be accessing the target wireless LAN access

point at the channel which is also used by more than the target one. Change to another wireless LAN access point channel.

For details on changing channels, refer to the manual of the wireless LAN access point.

B The wireless LAN access point may be busy.

Wait for a short period of time and then try again.

B Turn off the wireless LAN access point once and turn it on, and then try

connecting to the wireless LAN access point again.

Troubleshooting

B You may be using your CLIÉ handheld near devices that use the 2.4GHz

frequency band, such as a microwave oven or a Bluetooth device. Use your CLIÉ handheld away from such devices, or turn off the devices.

B If you need a MAC address, check [MAC Addr:] in the Link Status

screen by following the steps below.

compatible

1 Select [Network] in the Preferences screen. 2 Tap [V Service:] to select [Wireless LAN]. 3 Tap [Details...].

The Wireless LAN Setup screen is displayed.

4 Tap [Status...].

The Link Status screen is displayed.

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

B Check the settings from [Network] in the Preferences screen.

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

Changing the Network preferences” in the supplied “Handbook”.

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

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

Images are not displayed

B Start NetFront v3.0 for CLIE and tap (Menu). Tap [NetFront

Settings] from [Options] and check the settings for image display. Select [Images] and [Animations] if they are not selected.

B The imag e fi les m ay not be compatible with NetFront v3.0 for CLIE.

The file formats compatible with NetFront v3.0 for CLIE are GIF (including animation GIF), JPEG, PNG, and MNG formats.

B The image file may be too large.

All or some website contents are not displayed

B You cannot view website contents that are not compatible with NetFront

v3.0 for CLIE, such as Macromedia Flash contents.

B NetFront v3.0 for CLIE may not be able to display certain websit es

designed for your computer’s browser software.

For details, refer to “NetFront v3.0 for CLIE” in the “CLIÉ Application Manual” installed on your computer.

B The website page may be too large. In addition, HTML tags or page

construction may affect its availability.

It takes too much time to download the contents of a website

B Connecting to the Internet using another Internet Service Povider or access

point may improve the access time. Connecting during off-peak ho urs may also improve download time.

I cannot access a certai n website

B Check that you enter the correct URL. Make sure you correctly

differentiate “-” (hyphen) from “ _ ” (under score), and “0” ( number) from “O” (alphabet).

B To enter “ ˜ ” (tilde) in the URL:

• Select [~] from [V Assistant] in the third page of the NetFront Settings

screen.

• Display the numeric keyboard and tap [~]. Note that the appearance of “ ˜ ” (tilde) on screen may differ between the computer and your CLIÉ handheld.

• When you use t he hardwar e keyboard t o enter, pr ess L key wh ile pressing (Blue).

B When you access a website using bookmarks, the URL saved as the

bookmark may be out of date. Try to find the updated URL by entering the URL of the upper directory.

B Start NetFront v3.0 for CLIE and tap (Menu), select [NetFront

Settings] from [Options], and check the proxy setting s. Contact your Internet Service Provider for information about proxy, address, and port settings.

B The message “Memory is insufficient” is displayed.

Restart NetFront v3.0 for CLIE. If the problem is not solved by restarting, perform a soft reset.

Troubleshooting

B When you want to delete downloaded files or saved pages.

You cannot delete files using NetFront v3.0 for CLIE. Use CLIE Files to delete files.

B Playback of a movie file or sound file stops midway.

A prompt screen is displayed when you tap a movie file or a sound file to open from a website. If you select [Open], the playback stops midway. Select [Save] to save the file on a “Memory Stick” media. Then play the saved file with a compatible application.

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

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

I cannot use e-mail (CLIE Mail)

I cannot send or receive e-mail messages

B Check the e-mail address. B Check the mail server settings.

For details, refer to “CLIE Mail” in the “CLIÉ Applica tion Man ual” installed on your computer.

B Wait for a while and retry. B With some Internet Service Providers, you may need to f irst receive a mail

before you can start sending mails. Perform the following.

1 Tap [Accounts] from [Options] in CLIE Mail. 2 Tap and select the e-mail address you want to send or receive, and

then tap [Edit].

3 Tap [More]. 4 Tap V below [Authentication:] and select [POP Before SMTP].

B The security systems of some Internet Service Providers may p reven t you

from sending mail.Try reducing the speed in [Connection] of Preferences.

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

B Check that the user name and password are correct.

For details, refer to “CLIE Mail” in the “CLIÉ Applica tion Man ual” installed

on your computer.

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

B If both Microsoft® Outlook Express and Microsoft® Outlook are

installed on your computer and you cannot synchronize the data between Outlook Express and CLIE Mail, then reset MAPI of your computer by following the steps below.

1 Click [Start], select [Settings] (except for Windows XP), and click

[Control Panel].

2 Double-click the Internet Options icon. 3 Click [Programs] in the Internet Properties window. 4 Select [Hotmail] from [E-mail:] and click [OK]. 5 Restart your computer. 6 Double-click the

Internet Options icon in [Control Panel].

7 From [E-mail:] in [Programs], select the E-mail software that you

want to synchronize with CLIE Mail and click [OK].

Sony PEG-UX50 TROUBLESHOOTING GUIDE

Specifications and Main Features

Frequently Asked Questions

User Manual