Article ID : 00026886 / Last Modified : 08/16/2015

How to troubleshoot HotSync operation issues when using a USB connection, the Palm OS® 5.0 operating system, and the Palm® Desktop 4.0.1 software.

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WARNING: There is a risk of data loss. Ensure all necessary data is backed up prior to uninstalling a program or deleting files or folders.

IMPORTANT: The Palm™ HotSync® operation is only supported when the user has administrator privileges on the computer. Restricted user accounts are not supported.

  1. Uninstall all previous Palm Desktop software, and remove all program folders containing Palm Desktop software and data.
  2. Download and install the Palm Desktop for CLIE® 4.1 Software upgrade, and all other appropriate updates available on the Sony® CLIE Handheld Support website.
  3. Restart the computer.
  4. Install the Palm Desktop for CLIE software.
  5. Ensure the USB cradle or cable is connected directly to the computer.

    NOTE: Ensure the handheld is not connected through a USB hub or another USB device.

  6. Ensure the handheld is securely connected to the USB cradle or cable.
  7. On the taskbar, in the system tray, click the HotSync Manager [FIG. 1] icon.
  8. In the HotSync Manager menu, ensure Local USB is checked.
  9. Perform a Palm HotSync operation.
  10. If the issue still exists, connect the cradle or cable to a different USB port on the computer.
  11. Perform a Palm HotSync operation.
  12. If the issue still exists, perform a soft reset on the handheld.
  13. Perform a Palm HotSync operation.

    WARNING: There is a risk of data loss. Performing a hard reset will delete all added programs, updates and records stored on the handheld.

  14. If the issue still exists, perform a hard reset on the handheld.
  15. Perform a Palm HotSync operation.
  16. If the issue still exists, remove all unknown and conflicting USB devices in Device Manager of the computer operating system.
  17. Perform a Palm HotSync operation.

If the issue is still unresolved, service may be required. Click the Repair & Status link on this page for available service options.