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3Com Network HotSync, Handbook

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Appendix A: Troubleshooting

page 29

Adding a DNS Number

If your network requires a DNS number and you have not
entered that information in the Details settings of Network
preferences, it will only appear that you have successfully
logged on to your network.  When you try to perform a network
HotSync operation, the connection will fail.  If this occurs, try
adding a DNS number.  Ask your System Administrator for the
right Primary and Secondary DNS IP numbers to use.

Technical Support

If you have a problem using network HotSync software with
your Palm III connected organizer, first consult with your
network System Administrator and review the following:

■

The “Troubleshooting” section in this appendix

■

The README file and HelpNotes located in the folder
where you installed the Palm Desktop software on your
computer (or on your installation CD)

■

The Palm Desktop software Online Help

■

The most recent Palm III organizer HelpNotes on your
regional web site

■

The special Network HotSync Help file  (This Windows
Help file contains technical information for your network
System Administrator and is available on the Palm web site:
http://www.palm.com.)

For further assistance, you can contact your regional technical
support office by e-mail, phone or fax. See the Basic Handbook for
the Palm III Organizer for contact information. Before requesting
support, please experiment a bit to reproduce and isolate the
problem. When you do contact support, please be ready to
provide the following information:

■

The version of Windows you are using

■

The actual error message or state you are experiencing

■

The steps you take to reproduce the problem

Summary of Contents for Network HotSync

Page 1: ...Network HotSync Handbook ...

Page 2: ...uments Disclaimer and Limitation of Liability 3Com Corporation and its subsidiaries assume no responsibility for any damage or loss resulting from the use of this handbook 3Com Corporation and its subsidiaries assume no responsibility for any loss or claims by third parties which may arise through the use of this software 3Com Corporation and its subsidiaries assume no responsibility for any damag...

Page 3: ...rming a Network HotSync Operation 9 Performing a Dial in Network HotSync Operation 9 Performing a Direct Network HotSync Operation 11 Chapter 3 Reference 15 Palm III Organizer HotSync Menu Commands 15 Palm Desktop Network HotSync Options 19 Appendix A Troubleshooting 25 TCP IP Problems 25 Cannot Find Your Computer Problems 28 Technical Support 29 3Com End User Software License Agreement 30 Limited...

Page 4: ...ronize your information either via a dial in connection with a modem or via a direct network connection over a local area network LAN or wide area network WAN The initial setup for both methods is the same simply install the network HotSync software on your Primary computer the computer with your data and then perform a local HotSync operation The local HotSync operation transfers the information ...

Page 5: ...ur network finds your computer on the network and synchronizes your files Direct Network HotSync Operations via a LAN or WAN You can use network HotSync to synchronize your Palm III organizer with your Primary computer over a LAN or WAN This option lets you synchronize your Palm III organizer from any computer on your network which has the network HotSync software installed Whether you are on diff...

Page 6: ... 32 bit TCP IP stack PalmPilot Modem or compatible modem with modem cable for dial in network HotSync operations only Note Macintosh and Windows 3 x systems are not supported Installing Network HotSync Software Because a majority of Palm III organizer users will not use network connections this feature is not part of the standard installation This approach conserves memory resources on your Palm I...

Page 7: ...ftware In this situation the Palm Desktop 3 0 software automatically installs and enables the network HotSync software during installation Note The following instructions assume the Palm Desktop 3 0 software is already on your computer To install the network HotSync software 1 Download the setup program from the Palm web site http www palm com and store it in the C Windows Temp folder 2 Exit all o...

Page 8: ...ing to dial into your network from your laptop or home computer it s likely you can use the same user name password and phone number for the network HotSync software dial in support feature Some networks or services may require other dial in settings in addition to the ones described in the following instructions If your network or service requires additional information see the Applications Handb...

Page 9: ...rver and then tap the OK button to return to the Network Preferences screen Tap here Enter password here Note The Password field identifies the password you use to log in to your server This field displays two possible settings Prompt the default setting or Assigned If you enter a password your Palm III organizer displays the word Assigned and automatically enters the password during the log in pr...

Page 10: ...code before the phone number For details about the options in this dialog see Network Preferences and TCP IP Software in the Applications Handbook for the Palm III Organizer 7 After you finish entering the phone number information tap the OK button to confirm your selection and return to the Network Preferences screen 8 In the Service field enter a name that corresponds to the settings that you ha...

Page 11: ...et up a template called Home that disables call waiting and does not dial the area code and you could set up another template called Hotel that adds a 9 prefix and uses a calling card 9 Tap Done to return to the Remote Setup screen 10 Select the Service name you just entered and tap the OK button to complete the setup process Now you are ready to perform a dial in network HotSync operation See the...

Page 12: ...ully followed the instructions in the Getting Started chapter refer to Troubleshooting in Appendix A Tip Before you go on the road with your Palm III organizer and the network HotSync software test your configuration while you re still close to your computer Use a nearby analog phone line to test dial in support or a colleague s computer to try a direct network HotSync operation This way you can e...

Page 13: ... an analog phone outlet to your modem 6 If you have a PalmPilot Modem press the HotSync button on the PalmPilot Modem to start your Palm III organizer and after a few seconds the modem begins to dial If you have an external modem continue with the following steps a Turn on the Palm III organizer b Tap the icon to open the Applications Launcher c Tap the icon to open the HotSync screen d Tap the Mo...

Page 14: ...mputer that your Palm III organizer looks for when performing a network HotSync operation A Foreign computer is another computer on your local area or wide area network that is running the network HotSync software When you perform a direct network HotSync operation you put your Palm III organizer into the cradle of a Foreign computer When you press the HotSync button the Foreign computer finds you...

Page 15: ...ld have the Modem option checked as well To prepare the Foreign computer for a direct network HotSync operation 1 Find a cradle connected to a computer that has the network HotSync software installed 2 Make sure Network is checked in the HotSync Manager menu on the Foreign computer s desktop If Network is not checked choose it from the HotSync Manager menu Note If the HotSync Manager menu does not...

Page 16: ... computer on the network Viewing the HotSync Log You can use the HotSync Log to display detailed information about your last HotSync operation The HotSync Log shows the date and time of you last synchronization and which applications were synchronized To display the HotSync log 1 Tap the HotSync Log button on the HotSync screen of your Palm III organizer to display the HotSync Log 2 After you fini...

Page 17: ...rmation to synchronize during a dial in network HotSync operation Modem Sync Prefs Opens the Modem Sync Preferences dialog where you can choose to dial into a modem connected to your network or your Primary computer LANSync Prefs Opens the LANSync Preferences dialog where you can choose to enable the direct network HotSync feature by selecting the LANSync option Select the Local HotSync option to ...

Page 18: ...reen See Modem Preferences in the Applications Handbook for the Palm III Organizer for details about this screen About HotSync Displays information about the version of HotSync software you are using To change the Conduit Setup settings for a network HotSync operation 1 Tap the icon to open the Applications Launcher 2 Tap the icon to open the HotSync screen 3 Tap the icon to open the HotSync menus...

Page 19: ...ou change them again Network Preferences Menu Commands The Network Preferences screen includes menu commands to make it fast and easy to create and edit service templates This section explains the menu commands that are specific to the network HotSync application Refer to the Basic Handbook for the Palm III Organizer for information about menu commands that are common to all of your Palm III organ...

Page 20: ...To delete a service template 1 From the Network Preference screen tap the service you want to delete from the Service pick list 2 Tap the icon to display the Network Preferences menus 3 Tap Delete from the Service menu to open the Delete Service dialog Tap here to delete a service provider 4 Tap the OK button to confirm that you want to delete the service template Options Menu When you select the ...

Page 21: ...ork HotSync Options When you install the network HotSync software on your computer the Network command appears on the HotSync Manager menu and a Network tab appears in the HotSync Manager Setup dialog This section describes the new network items see the Palm Desktop online Help for information about the other features associated with the HotSync Manager menu To access the HotSync Manager menu clic...

Page 22: ...irect network HotSync operation When you install the network HotSync software this automatically checks activates the Network command Click the Network command to check and uncheck it Network Setup Options When you install the network HotSync software a Network tab appears in the Setup dialog You can use this tab to select a user name and to view TCP IP settings In most cases the only information ...

Page 23: ... is the user s Primary computer If you want to prevent a user from using this computer as the Primary computer click the user name to remove the check mark Note You cannot install the network HotSync software on a user s Palm III organizer by checking the user name in this list Users must install the network HotSync software on their Primary computer and perform a local HotSync operation to transf...

Page 24: ...et Mask value Be sure to consult your network System Administrator before changing any of these settings To view and configure TCP IP settings on your computer 1 In the Setup dialog click the TCP IP Settings button to open the TCP IP Settings dialog 2 View or change any of the following settings Primary computer Name Represents the host name of your computer This information comes from the host na...

Page 25: ...nizer when you perform a local HotSync operation To display your computer s Subnet Mask address in Windows 95 1 Select Run from the Windows 95 Start menu to open the Run dialog 2 Type WINIcomputerFG and then click OK to open the IP Configuration dialog 3 Write down the address that appears in the Subnet Mask field 4 Click the OK button to close the dialog To display your computer s Subnet Mask add...

Page 26: ... template 1 Double click the Palm Desktop icon on your Windows desktop or select Palm Desktop from the Start menu to open the Palm Desktop software 2 Click the Install button to open the Palm Install Tool dialog 3 Click the Add button to open the Open dialog 4 Select Palm Organizer Network Configuration Files PNC from the Files of type list 5 Navigate to the folder where the service template files...

Page 27: ...t corner of the screen You know the network HotSync software has found your computer if you see the familiar HotSync icons and hear the tones indicating the beginning of a HotSync operation You know you ve completed synchronization if the HotSync software runs through all the conduits you ve configured and you hear the tones indicating that the HotSync operation is complete Displaying Expanded Ser...

Page 28: ...a NT RAS If your company s network uses the NT Domain model i e NT workstations are part of the NT Domain and users log in through a Domain Account and the NT RAS does not reside on the Primary Domain Controller i e the NT RAS resides on a backup domain server or on a stand alone server you may get the following error message when you try to perform a dial in network HotSync operation Error authen...

Page 29: ...odem setting under the Prefs application or using a different carrier In many areas in the U S you can now dial a prefix to your number to use a different carrier For example 102881 uses AT T and 106241 uses MCI Incorrect Modem Settings Before you dial into the server you must correctly configure the settings for the modem used with the Palm III connected organizer Modem Preferences settings enabl...

Page 30: ...k the Primary computer The most common reason for a network HotSync operation to fail because it can t find the Primary computer is that something is wrong with the Primary computer In remote situations you ll need an associate to help you troubleshoot this situation Check the following on the Primary computer Is the Primary computer turned on Is the Primary computer connected to the network Is th...

Page 31: ...file and HelpNotes located in the folder where you installed the Palm Desktop software on your computer or on your installation CD The Palm Desktop software Online Help The most recent Palm III organizer HelpNotes on your regional web site The special Network HotSync Help file This Windows Help file contains technical information for your network System Administrator and is available on the Palm w...

Page 32: ... Software is used as permitted hereunder With respect to the Device Software you may use such Software only on one 1 3Com product Otherwise the Software and supporting documentation may be copied only as essential for backup or archive purposes in support of your use of the Software as permitted hereunder You must reproduce and include all copyright notices and any other proprietary rights notices...

Page 33: ...troy the Software and documentation together with all copies and merged portions in any form GOVERNING LAW This License Agreement shall be governed by the laws of the State of California as such laws are applied to agreements entered into and to be performed entirely within California between California residents and by the laws of the United States You agree that the United Nations Convention on ...

Page 34: ...substantial conformance to the program specifications therefor for a period of ninety 90 days from the date of original purchase from 3Com or its authorized retailer 3Com warrants the media containing software against failure during the warranty period Proof of date of purchase will be required No updates are provided The sole obligation of 3Com with respect to this express warranty shall be at th...

Page 35: ...mer s or any third person s misuse neglect improper installation or testing unauthorized attempts to repair or modify or any other cause beyond the range of the intended use or by accident fire lightning or other hazards or acts of God This warranty does not cover physical damage to the surface of the product including cracks or scratches on the LCD touchscreen This warranty does not apply when th...

Page 36: ...n products supplied to consumers or the limitation of liability for personal injury so the above limitations and exclusions may be limited in their application to you When the implied warranties are not allowed to be excluded in their entirety they will be limited to the duration of the applicable written warranty This warranty gives you specific legal rights which may vary depending on local law ...

Page 37: ... 5 I Installing Service Templates 24 L LANSync about 2 information 11 performing 11 M Menu Commands for Network HotSync 17 Modem Preferences checking 27 screen 27 N Network preferences 27 Network Command 20 Network HotSync about 1 dial in 1 LANSync 11 menu commands 17 Network Options Screen 21 O Options Menu 18 P Palm Desktop options 19 Password for dial in Network HotSync 6 Password Dialog 6 Pref...

Page 38: ...S Service Templates installing 24 Setup Dialog 21 Software license agreement 30 Subnet Mask about 23 displaying 23 T TCP IP software 5 troubleshooting 25 TCP IP Settings Dialog 22 Technical Support 29 Troubleshooting 25 U User Name selecting in Palm Desktop software 21 W Warranty 32 ...

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