Registered: Jun 2000
Location:
Posts: 7

Can anyone help? I am using a VDX, with Win NT, and a serial cradle(GRRR!!). I have had many happy months of syncing, and now, all of a sudden, the Visor has a "problem communicating." Any ideas? I have tried everything, included un and re-installing the software. The port and settings are correct (unchanged from before). I can't figure it out. I use my desktop here at work with Outlook 98, then ovwerwrite the VDX with the desktop, then overwrite my laptop with my VDX. The laptop still syncs beautifully, but it runs Win98 with USB. Any ideas suggestions on syncing with NT? Has anyone esle had any problems????

Registered: Feb 2000
Location: SW Virginia
Posts: 290

A possibility, which had happened to me, the cradle has gone bad. The cradle is not just a fancy cable connector, as it is for the Palm III's. Instead there is some circuitry inside which changes TTL level serial signal (that which the Visor puts out and receives) to RS-232 level serial signals (for the PC). To check this out, try connecting it to your Laptop. If it works, then it is a Software problem on you NT box. If it still does not work, give Handsprings Customer Support a call, and see about a replacement (they'll probably want to go through some of there own diagnostics first), but it should still be under warranty.

Registered: Dec 1999
Location:
Posts: 47

- Try a soft reset before you pull out all your hair.
- I use a serial cradle at work (NT4, SP5) and the USB at home (W98 SE) and each will occasionally fail to sync.
- at work especially; clse all other apps [Outlook particularly], start the PIM, soft re-set [paperclip on reset button].
- I'll bet it'll sync again.
--- For a while after I got my VDX set up - back in October - I had periodic sync problems on both computers. Doesn't happen very often anymore. If it does - just close apps & soft reset!

Registered: Jun 2000
Location:
Posts: 7

[QUOTE]Originally posted by chucm:
[B]- Try a soft reset before you pull out all your hair.
- I use a serial cradle at work (NT4, SP5) and the USB at home (W98 SE) and each will occasionally fail to sync.
- at work especially; clse all other apps [Outlook particularly], start the PIM, soft re-set [paperclip on reset button].
- I'll bet it'll sync again.

I had already tried soft resetting, to no avail. Also, when I WAS having successful syncs, I would have to have Outlook open, or the sync would not take place, it would just hang up...strange. I will try everything again though, just for kicks, before I conlcude it to be a cradle issue...thanks...

Registered: Dec 1999
Location:
Posts: 251

Try reinstalling your NT Service Pack. Most people don't realize it, but you're supposed to reapply the Service Pack after EVERY software installation (even a print driver). I usually don't, but when my system starts to act up, I reapply it.

Registered: Feb 2000
Location:
Posts: 68

Err, I don't think you need to re-apply service packs with *every* software package you install. Just those that replace system files. So, which ones replace system files? Typically, any Microsoft product will. But most others are safe. Product documentation should tell you if you need to though.

Registered: Mar 2000
Location: McLean, VA USA
Posts: 216

You don't need to reapply service packs after every software installation, only those that replace system files, and even then you won't need to reapply. As it's been stated, check the software docs.

As to the Palm/Visor stuff. Have you uninstalled and re-installed the Palm Desktop software? I had to do this once (or twice, can't remember) on my WinNT machine. Make sure that you uninstall first. Don't try to just reinstall over the existing installation.

------------------
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Have Visor Will Travel!

Registered: Jun 2000
Location:
Posts: 7

As to the Palm/Visor stuff. Have you uninstalled and re-installed the Palm Desktop software? I had to do this once (or twice, can't remember) on my WinNT machine. Make sure that you uninstall first. Don't try to just reinstall over the existing installation.

Yes, I have tried this, as stated in my original post. I have now tried everything, including trying to sync with the serial cradle on my laptop. No go. Thanks anyway. I will call the folks at tech support and see what they can do for me. I beleive it must be a faulty cradle. It seems starnge though, as it worked beautifully up until about a week ago. By the way. I see you are in Mclean, I am in Vienna, right down the street.....small world.

Registered: Feb 2000
Location: SW Virginia
Posts: 290

I was cleaning out my eMail inbox yesterday and I came upon the first message from Handspring about my failed cradle. I had used their web-based form to summit the request, the info is as follows:

quote:

---

pim:Palm Desktop
operating_system:WinNT
name:Mark Potter
cradle_type:Serial
product:Visor_Deluxe
inquiry_type:Cradle_Issue
installed_software:YES_Installed
type_computer:PC
comments:When I initially received (11/26/99) my serial cradle, it worked fine. I was able to sync at full speed (57600 bps) with no problems. However, about a week ago it stopped working. When one presses the HotSync button, the Visor starts the sync, the desktop starts the sync, but then the desktop times out while waiting for the HotSync device name. After some experimenting I found it would work if I slowed the connection down to the minimum, 9600 bps. To the best of my knowledge no software changes have take place on the NT box that would have effected the serial port. I took the cradle home, and tried it on a Win98 box, with the same results. The NT box is running v 4.0 sp6.

So, how can I tell it the problem is with the serial port of the Visor or the serial cradle? And then what can be done to fix the problem?

---

Registered: Jun 2000
Location:
Posts: 7

I would like for you to perform a hypertrm test to determine if your serial cradle is defective.

Shut down HotSync Manager
Start Menu, Run, Hypertrm.exe
Name your session. Select OK
At the Phone Number screen, under Connect Using select "Direct to (COM 2; or whatever COM Port used for your cradle)". Select OK
At the Port Settings screen: For Bits per second select: 9600 For Data Bits select: 8 For Parity select: None For Stop Bits select: 1 For Flow Control select: None Select OK
Press the HotSync button on your cradle and you should see gibberish flow across the screen, verifying that your organizer and cradle are functioning properly. If this is the case, then shut down HyperTerminal and restart the HotSync Manager. Right click on the icon and choose Setup. In the Local Settings tab, change the speed from "As Fast as Possible" to 9600. This worked in HyperTerminal, so it should work here. It'll be slow, but you can play with the speeds to see if it works.
If this does not produce a character stream, then the Cradle is suspect and should be replaced. Contact customer service for assistance. Their number is 1-716-871-6442.

Thank you,
Handspring Technical Support
[/QUOTE]
I do not remember the results of the test, but I know that afterwards I was able to convince them that the cradle had failed, and they replaced it under warranty.


I just got off the phone with Tech support, and I also ran through the hyperterminal test, and changed the speeds and all that. It was only after uninstalling, and re-installing Palm Desktop, as well as re-configuring my port setup and a couple of soft resets that I was able to make it work again. I first got it working on my laptop, after doing a soft reset, and the hyper term test..changing speed to 9600, etc., then did the same on my desktop. I think for some reason the HotSync manager got "confused" ... don't ask me how....since there is no modem installed on my desktop here at work. When I ran hyperterm on the desktop, it first wanted me to install a modem, which wasn't there....anyway, I am back up and running, that's what counts...right??
I was impressed with Tech support, there was little wait, and the girl I spoke to was friendly, knowledgeable, and had a cute accent...a complete 180 from the last time I called...(which was about 5 months ago).

Thanks to all for your help....