D2G ........ Please: someone shot me!

K

Kunmui

New member
O.K.

I re-installed D2G today in order to get the Inbox to Go conduit on my desktop. Now D2G will not open on my desktop. Dataviz support gives me the typical ....uninstall EVERYTHING (D2G, Palm Desktop, etc., etc.), change registries, etc., etc..

Has anyone experienced not being able to open D2G on the PC and found a fix? I click on D2G but nothing happens........the hour glass may come up for a second or two, but that's it.

Help!!!!

Syno
 
Have you tried a reinstall of the DTG desktop without deleting it?

Or going to the exe file in program files for DTG (Docstogo.exe) and perhaps just the link is bad?
 
Yep, tried all of that. Here's what finally worked (see below). It was VERY time consuming and appears to be a new issue that has cropped up. Funny thing is, when I e-mail their support back after getting it working and said "boy, hope you get that problem fixed" ...... the response was "it's not our problem" ...... EASH !!!


Problem:

Each time I do a HotSync, it freezes or hangs during Documents To Go. I also have problems opening Docs To Go on the desktop, and/or uninstalling it from the desktop.
Symptoms:

We've been investigating reports of this issue lately. The problem seems to be related to changes made to certain library files in newer versions of Palm Desktop, which cause problems in Docs To Go. The main symptoms usually include:

* A crash or freeze during the Docs To Go HotSync progress
* Various errors when trying to open Docs To Go on the desktop
* A freeze when trying to uninstall Docs To Go

Each of those 3 problems may happen on their own for a different reason, but if you are experiencing at least 2 of those 3 symptoms, it is most likely because of this new problem. A few customers have also reported the following symptoms in conjunction with the overall issue:

*
Re-installing handheld applications only installs DSLib
*
Re-installing handheld applications and then closing Documents To Go causes a fatal exception error
*
Trying to change the Documents To Go conduit causes "Error accessing Documents To Go user information. You must first open the Documents To Go application and select your Palm user name."
*
Error 1607 during installation
*
Other odd HotSync behavior, or random errors adding files to Documents To Go on the desktop

Not everyone will have those exact same symptoms or errors, since this issue seems to happen a bit differently for each person who experiences it.
Solution:

Although we're not sure of the exact cause of this issue, we've come up with steps to fix it:

A. Restart your computer

B. Uninstall Documents To Go from your computer

Uninstall Documents To Go from the Computer:
1. From the Start menu, select Settings: Control Panel.
2. Double-click to open the Add/Remove Programs control panel.
3. Choose Documents To Go from the list of software applications and click Add/Remove.
4. Click Yes to confirm deletion of Documents To Go. Windows will then uninstall the software.

Because this issue usually involves problems uninstalling Docs To Go, you may need to follow these steps:

1. Download and save the Windows Installer Clean Up Utility from one of the following links:

http://download.microsoft.com/download/office2000pro/util22/1/W9X/EN-US/msicu.exe (if you are running Windows 95/98/Me)

http://download.microsoft.com/download/e/9/d/e9d80355-7ab4-45b8-80e8-983a48d5e1bd/msicuu2.exe (if you are running Windows NT/2000/XP)

2. Double-click on the installer: "msicu.exe" or "msicuu2.exe"
3. This will install a program created by Microsoft named "Windows Installer Clean Up"
4. Click on your Start menu - under All Programs you will see this application listed
5. Open the Windows Installer Clean Up application
6. Under the listing of installed products, highlight Documents To Go and choose Remove

NOTE: If Docs To Go is listed more than once, remove each one. Do not remove any other applications listed as this could effect their installations if removed.

7. Exit the Clean Up application

8. Delete the folder named "Documents To Go" from here:

C:\Program Files\Documents To Go

9. Delete the folder named "DataViz"

a. Open the Task Manager via Control-Alt-Delete on your keyboard
b. Select the 'Processes' tab
c. Click the 'Image Name' column heading to sort alphabetically
d. Select 'DvzIncMsgr.exe'
e. Select 'End Process'
f. Delete the folder C:\Program Files\Common Files\DataViz

NOTE: The "DataViz" folder is also used by other DataViz products. If you have other DataViz programs installed on your computer, you will need to reinstall them after completing the rest of these steps.

C. Backup your Palm Desktop data [OPTIONAL]

You can use the next 6 steps to backup your Palm Desktop data. Skip them if you don't use Palm Desktop, and proceed to step D.

1. Open Palm Desktop
2. Choose Contacts on the left side of the screen
3. Go to the File menu and choose Export
4. At the bottom of the "Export As" screen, make sure "All" is selected
5. Save the file to the desktop so you know where it is
6. Repeat this process for each Palm Desktop app you use (Calendar, Tasks, etc)

If you lose any of your Palm Desktop data, you can restore it using the Import option in the File menu.

D. Uninstall Palm Desktop from your computer

1. Open the Control Panel on your computer
2. Open Add Or Remove Programs
3. Choose Palm Desktop from the list and click Remove

E. Move the leftover Palm folder out of your C: Drive

1. Browse your computer to find the Palm folder. Your Palm folder can be found at one of the following locations depending on your handheld model:

C:\Palm
C:\Program Files\Palm
C:\Program Files\palmOne
C:\Program Files\Handspring
C:\Program Files\Sony Handheld

2. Move this Palm folder to your desktop.

NOTE: This is an important step, as not all Palm components and files are deleted from your computer after uninstalling the Palm Desktop software. Be sure to move the entire Palm folder out of either the 'C:\Program Files' or 'C:\'directory, and that you do not simply copy and paste it to the desktop.

F. Delete leftover Palm Desktop components from the registry

Please note that you will not want to do or change anything in your registry except for what is written below. Doing anything other than what is suggested could lead to system problems.

1. Go to your Start menu and select Run
2. Type in "regedit" (without the quotes) and click OK
3. On the left side of the Registry Editor, click on the "+" symbols to navigate to the following location:

HKEY_CURRENT_USER\Software\U.S. Robotics\

4. Right click on the U.S. Robotics folder, and select Delete
5. Click Yes to confirm deletion, then close the Registry Editor

G. Restart your computer

H. Reinstall Palm Desktop

Use the CD that came with your handheld to reinstall the Palm Desktop software on your computer. It is better to install Palm Desktop via the CD that was provided with your device. However, if that CD is unavailable, you can download the Palm Desktop installer from Palm's web site. If you're asked to create a username for your handheld, make it the same as the one you had been using. Make sure you are able to HotSync successfully with your handheld before continuing.

I. Reinstall Documents To Go

You can download the latest installer for your copy of Docs To Go here:

Downloads

After the installation, make sure you can open Docs To Go on your desktop, and make sure you can sync with your handheld.

J. Reinstall 3rd party software

If you have any other DataViz software, you can reinstall it now. Please install one at a time and make sure it works before moving on to the next one. If you have any other 3rd party software that syncs with your handheld, you may need to reinstall that as well.
 
Well ..................... it's been a very long time since this happen and it cropped up again but unfortunately the whole mess of procedures described before hand did not work. Seems there is now an additional issue that may occur from time to time. Believe it or not, I figured out (FINALLY) what the problem was ..............

I'll document it here in case someone else has the same problem down the road (perhaps this MAY help them b/c dataViz certainly wasn't figuring this one out):

In trying to troubleshoot the Documents to Go desktop not opening problem, one of the suggestions that is in the Dataviz help section is to uninstall both the Palm Desktop and Documents to Go from the PC and then re-install the Palm Desktop from the CD it came with (and then installing Doc's to Go).

Well ............... doing so causes problems. Here's why (and this may now be VERY isolated since Palm has changed names since), but ...........

Installing the Palm Desktop from the old installation CD created a folder named: C:\Program Files\Palm which is subsequently where many / all of the Doc's to Go working / system files were installed. After getting everything working, I installed the latest version of Palm Desktop from the Palm website.

Well............... it appears that because the old Palm installation CD created a folder called: C:\Program Files\Palm and the newest version from the Palm Website created a version called: C:\Program Files\palmOne, Documents to Go gets "confused". Here's what I did:

I cut and pasted everything from the C:\Program Files\Palm folder into the C:\Program Files\palmOne folder and then I deleted the C:\Program Files\Palm folder. Then I reinstalled the Palm Desktop and Doc's to Go. Now everything works O.K.
 
Well my friend, at least you got to talk to customer support. Lot of help they were. If you do not have the latest versions of Docs they will not even talk to you. It is a great program when it works, but a nightmare when it doesn't. I go a long time with no problems, and poof durning a hot sycn the old open database error. Uninstall docs, reinstall it back to normal, until next time. I work part time, and my work sends everythin I need in Word format which I put on the T2. Docs is the best program for that. What you went through, and they said not their problem, well go figure. Glad you found an answer, which I have copied just in case. Ouch is right :eek: Take care, Russ
 
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