Article ID : 00027524 / Last Modified : 08/16/2015

How to troubleshoot HotSync issues when using a USB connection, the Palm OS® 5.x operating system, and the Palm Desktop 4.1 software.

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IMPORTANT:

  • Download and install all appropriate handheld updates from the Sony® CLIE® Handheld Support website.
  • A Palm™ HotSync® operation is only supported when you have administrator privileges on the computer. Restricted user accounts are not supported.
  • If model-specific information is needed for any of these steps, refer to the operating instructions supplied with the product. Manuals are available online through the Manuals/Specs/Warranty link on this page.
  1. Properly uninstall all previous Palm Desktop software.

    IMPORTANT: An automated tool is available to convert or transfer existing Palm Desktop data to allow it to be used with the Palm Desktop for CLIE software. The CLIE Migration Tool can be downloaded from the Sony CLIE Handheld Support website.

  2. Download and install all available upgrades from 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.

    IMPORTANT: After the hard reset procedure returns the handheld to the factory default configuration, all of the appropriate updates will again need to be downloaded and installed from the Sony CLIE Handheld Support website.

  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.