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Common (and not-so-common) HotSync problems

There are many factors that can affect the speed and success of your HotSync. In this article, I will address some basic trouble shooting steps and ways to resolve various problems. (See my earlier article How & Why to Hotsync for introductory HotSync information.)

SYMPTOM 1:
You press the HotSync button on the cable, but the computer never responds. Your device says "Connecting with the desktop using Cradle/Cable" and eventually errors out with the message "The connection between your handheld computer and the desktop could not be established. Please check your setup and try again."

There are many possible causes of this problem. If you have previously been able to perform your HotSync and suddenly get this error, the following are the most likely reasons.

HotSync manager not running:
Verify that the HotSync manager icon is in the task bar:
If it is not, choose Start > Programs > PalmOne > HotSync Manager to start the manager.

HotSync Manager not configured correctly:
Make sure that the HotSync Manager is configured for USB. Right-click on the HotSync manager icon and make sure that "Local USB" is selected.

USB cord issues:
Verify that the USB cord is plugged into the computer properly. You can also try a different USB port if you have one available. Rebooting the computer sometimes resolves the issue.

You can also try to determine if the HotSync cable itself has gone bad. To do this, try using a different cable on the computer, or try using the cable on a different computer.

Sometimes the HotSync will malfunction if the USB cord is plugged into a hub rather than directly to a port on the PC. For best results, plug the USB cord directly into a port on the PC. If you must use a USB Hub, make sure that it the hub has its own power source.

Phone issues:
Verify that the cord is connected firmly to your Treo.

Another common issue is dirt in the connector at the bottom of the Treo. Since that connector is exposed, it is easy for dirt or skin oils to collect in the small grooves. This can result in a poor connection. To clean, use rubbing alcohol on a cotton swab or a soft bristled brush (like an old toothbrush) to rub the bottom of the phone and the end of the USB cable. Allow the connector and the bottom of the phone to dry completely, then try again.

If you have never been successful in performing a HotSync, some other more obscure things to investigate include network or computer permissions or incorrect/incomplete installation of the drivers. If you are working on a network, contact your network administrator to see if there are restrictions imposed that would stop you from being able to HotSync. To see if the issue is the drivers, un-install and re-install the Desktop software.

SYMPTOM 2:
When you connect the cable to the Treo, your computer displays the error "USB device not recognized."

This error is typically caused by the same issues addressed in symptom 1. Follow the steps there for trouble-shooting.

Another possible (though unlikely) cause of this error is a corrupt driver. If none of the above help, try un-installing and re-installing the Desktop software.

SYMPTOM 3:
The HotSync completes, but you get a message stating that there were errors. When you check the log, the message recorded is “Some handheld records were not copied to your PC. Your computer may be full or you may have reached the maximum allowed records on the desktop. To correct this situation, delete some records and perform a HotSync operation again.” This is followed by a handheld record count and a desktop record count, which are always different from each other.

This error is typically caused by duplicate records, either in the Palm Desktop application or on the Treo. In many cases, simply running the HotSync a second time will resolve the issue.

If the error persists, you can use the Palm Add-In to find and remove duplicates in the desktop application. This is located under Tools > AddIns > Delete Duplicates. There is also an icon in the toolbar of the Desktop application which will take you to the Delete Duplicates Add-In:

Follow the wizard to identify duplicate records. Note that some early versions of the Palm Desktop software did not have this option.

To remove duplicates from your Treo, use an application like UnDupe.

At this point, you should be able to run another HotSync without an error.

SYMPTOM 4:
HotSync hangs and never completes.

This is probably the most difficult issue to figure out and resolve. It is complicated because it can be tough to determine exactly what is causing the hang. Often, what is displayed on the phone is different than what is displayed in the progress dialog box on the computer. There can sometimes be multiple issues, and removing one only reveals another.

The first thing to do is check the log file, located in your backup folder. Typically, this folder is \Program Files\Palm\\, and is named HotSyncLog.htm. This file should identify the last operation that was completed successfully.

The first and most likely cause is a software conflict. If you have recently added or changed software, try removing the new application. This is particularly true if the application installs its own conduit. If the application has its own conduit, you may need to un-install the application from your computer as well.

The second cause is corrupt records in one or more PIM databases. You can run a 3rd-party application called dbFixIt on your Treo, which will detect and repair any corrupted PIM data, then do a second HotSync. Also, run the repair utility in the Palm desktop, located under Tools > Options, then select the Tools tab:

If neither of these resolves the issue, customize the conduit that you believe to be causing the problem to "Do Nothing". Right-click the HotSync manager icon in the system tray, and select Custom. Then choose the conduit and click the Change button. HotSync again and see if the process is able to complete. You can also try setting the offending conduit to either "Handheld overwrites desktop" or "Desktop overwrites handheld" to see if you can complete your HotSync.

If this fails, you can set all conduits to "Do Nothing" and try another HotSync. If you are able to sync, try setting conduits back to "Synchronize" one at a time, syncing in between each change.

If none of these steps are successful, open the Palm Desktop application. In the upper right hand corner, drop the user name list down and select "Edit Users." Select your HotSync ID, and rename it to something else. Then HotSync your Treo again, and when prompted, create a new user on the computer. The HotSync will continue under your original ID. If it is successful, the problem has been resolved. You can then go into the Palm Desktop and delete the original (renamed) profile.

If the HotSync was not successful, there is only one other option to try. In this method, you will create an entirely new profile, although it will be named the same as your original profile. Start by going into the Palm Desktop and delete the user profile just created. This will leave the original (renamed) profile. From that profile, export all your contacts, calendar events, memos and tasks by going to File/Export from the Palm Desktop. Add your HotSync ID to the desktop application as a new user. Import the PIM data into this new profile. Perform a hard-reset on the device. Then HotSync the device and select your correct HotSync ID when prompted. Once again the HotSync will continue with your correct ID. This method of last resort is designed to fix any problems on the computer side, rather than the handheld side, whereas a hard reset with selective restore addressed only problems on the handheld. Unfortunately, both result in having to re-install all your applications and re-enter registration codes.

SYMPTOM 5:
During HotSync, you get the message “Ordinal 157 could not be located in UserData.dll“. The HotSync does not complete.

In reality, this is actually a rather obscure and uncommon error. While it is rather unusual, it is fairly easy to repair. It is caused when the good version of UserData.dll is overwritten by an older version when installing 3rd party desktop software conduits. Some possible culprits are ThoughtMgr, HanDBase, and Agendus Desktop. The solution is to replace the original version from a backup, or to re-install the desktop software. The good version is 139,264 bytes and is dated 6/9/2004. This file is located where you installed the Desktop Software (usually one of these 3 places):

• C:\Program Files\PalmOne\
  
• C:\Program Files\Palm\
  
• C:\Program Files\Handspring\
  

Next up in the series: Windows Mobile and Active Sync.

Related Links

How & Why to Hotsync

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