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Chapter 17. Troubleshooting > HotSync Problems - Pg. 463

HotSync Problems 3Com's studies indicate that a huge percentage of technical-support calls the company receives are about HotSyncing. No matter how well designed the PalmPilot may be, HotSyncing involves hooking up to a desktop computer--a beast hundreds of times more complex and balky. As you'll see in this section, nearly all of HotSync trouble- shooting procedures involve work on the PC, not on the PalmPilot. The First Steps to Take If you can't get a local HotSync (where the PalmPilot is directly connected to your computer) to work, double-check the cabling and HotSync settings described in Chap- ter 6. If HotSyncs still don't happen, here are some additional troubleshooting experi- ments to conduct. 1. Turn off any startup programs or system extensions that may be interfering with your ports. Fax software is especially suspect, because its purpose is to monitor your serial ports constantly. 2. Quit any telecom programs that may be running (America Online, Internet soft- ware, and so on). 3. On the Macintosh, if you've connected the cradle to the printer port, make sure AppleTalk is off. (To do so, choose Chooser from the Apple menu and click Ap- pleTalk Inactive.) And if you have a Wacom drawing tablet, consider turning its control panel off when HotSyncing to avoid sluggishness. 4. On Windows, if you have an internal modem or PC card modem, it may be assigned to the COM port you're trying to use with your PalmPilot. (You'll see nothing plugged into the actual COM port, but the port is "stolen" by the internal modem.) Reassign the internal modem to a different COM port. For details on COM ports, see "The Windows Nightmare: COM Port Management" later in this section. 5. Try quitting the HotSync software and restarting it. On the Macintosh, this means opening the HotSync Manager program and clicking Disabled, and then Enabled. On Windows, this means exiting the HotSync Manager program and relaunching it. 6. Check to make sure you've plugged your cradle into the serial port you specified. To change the HotSync software's concept of which port it's plugged into under Windows, launch Palm Desktop; choose Setup from the HotSync menu; and select a different COM port. On the Macintosh, open the HotSync Manager program, click the Local tab, and choose the correct jack (modem or printer) from the Serial Port pop-up menu. (Don't be confused by the term Modem on the HotSync Man- ager's startup panel--it's not referring here to your modem port, but rather to per- forming HotSyncs over the phone line, as described in Chapter 6.) HotSync Problems | 463