--- Here is my Original Message to PalmOne---
I have gotten the following error messages:
"Error 1402 could not open key. Hkey_current_user\software\usrobotics\pilotdesktop\core"
"Windows could not locate the installer for 784126co-4190-11d4-b5c2-00co4f687a67"
"cannot locate device driver code 39"
Whenever I now try to hot synch I hear the 1st beep when I press the button, follwed by two rapid beeps. I have tried to uninstall Desktop and keep getting the above message about the installer. I've even tried to uninstall using the windows uninstall program, all to no avail.
I need some advice and counsel.
Tungsten T5
Desktop OS: Windows XP Pro
General Issue: General HotSync operation
Alfred
Shuman
[email protected]
Email Confirm:
[email protected]
518-456-6517
Time Zone: EST
Palm OS: Palm OS? software v5.0
Palm Desktop: Palm Desktop software for Windows v4.1
Processor: Other
Desktop RAM: 256 - 512MB
Handheld Connection: USB
Successful HotSync: yes
Changes Since Last HotSync:
3rd Party Applications: documents to go; daynotez; dictionary to go; thesaurus to go; conversions to go; shadow; brain forest; palm reader' teal meal; teal doc; teal draw;
Detailed Description: I just purchased my T5 s/n pn5bma44v6u5 and was finally able to hot synch it and get rid of the 3rd party programs that were causing problems.
I have gotten the following error messages:
"Error 1402 could not open key. Hkey_current_user\software\usrobotics\pilotdesktop\core"
"Windows could not locate the installer for 784126co-4190-11d4-b5c2-00co4f687a67"
"cannot locate device driver code 39"
Whenever I now try to hot synch I hear the 1st beep when I press the button, follwed by two rapid beeps. I have tried to uninstall Desktop and keep getting the above message about the installer. I've even tried to uninstall using the windows uninstall program, all to no avail.
****************************************************
The following is the response I received from PalmOne (and it worked like a charm!)
Dear Alfred:
Thank you for contacting palmOne Technical Support. My name is Sunil and I will be assisting your concern about your desktop software. I understand that you are not able to install the desktop software.
Alfred, please be guided that the error 1402 you are getting is of Microsoft operating system. So I humbly request you to contact Microsoft directly.
So please contact the technical support department through the following link.
http://support.microsoft.com or call them at:
808-936-3500, 800-936-4900, 800-936-5700
Alfred, I do understand your concern and the inconvenience cause as a result of this situation. However, I would my best to resolve this issue. This response might turn out lengthy but I would do my best to be as specific and detailed as possible to avoid any confusion.
As a first step to resolve this concern, I suggest you completely remove the Palm Desktop software from your computer, you need to back up your data, uninstall Palm Desktop, delete files from your computer, and then edit the Windows? Registry file and then after complete un-installation, you please download the desktop software.
To back up user data, do the following:
Note: If possible, perform a HotSync? operation before following the instructions below.
Double-click My Computer on the desktop and open the C: Drive.
Open the Palm or Pilot folder.
Note: If you do not see a folder named Palm or Pilot, open the Program Files folder, and look there.
Right-click the User folder and select Copy.
Note: The User folder is a truncated version of your User name.
Minimize the current open windows.
Right-click an empty location of your Windows desktop and select Paste.
You should now see a backup copy of your User folder on the desktop. If you do not see the ?User Folder? in the desktop, repeat steps one through four until the backup is visible.
To uninstall the Palm Desktop software, do the following:
Close all open windows.
Click Start, select Settings, and open the Control Panel.
Double-click the Add/Remove Programs icon.
Scroll down, select Palm Desktop or Pilot Desktop, and click the Add/Remove button.
Follow the prompts until Palm Desktop is completely uninstalled.
Delete the Palm or Pilot Folder as follows:
Double-click My Computer again, and select the C: Drive.
Right-click the Palm or Pilot folder and select Delete.
Note: If you do not see a folder named Palm or Pilot, open the Program Files folder, and look there.
Search the hard drive as follows:
Click Start, select either Find or Search, then choose 'Files or Folders'. In the 'Named:' window, type the following command:
PALM.*
Select Find Now or Search Now. Ensure you have selected your Local hard drive.
Delete any files that are found with the exception of word processing documents, Internet shortcuts or text files.
Repeat steps two and three using 'hotsync.*' for the typing command.
Note: When this step is complete, empty the Recycling Bin on the Windows Desktop.
Check/Remove the Palm registry entries as follows:
Note: The following steps involve editing the Registry on your computer. The Registry contains vital information for the functionality of Windows. It is very important that you make a backup copy of the Registry, and follow the steps exactly. Palm, Inc. is not responsible for any issues that may arise from editing the Registry on your computer. If you are not sure how to proceed, or are uncomfortable with editing the Registry, call our Palm Technical Support line at: 1- 813-313-4913
One of our Palm Technical Support Specialists will be happy to assist you.
Close any open windows.
Click Start, select Run and type the following command: REGEDIT
Note: If you are using Windows NT, type the command: REGEDT32
Click OK to launch the Registry Editor. Click 'Registry' in the upper-portion of the window and select Export Registry File.
Choose a file name for your backup (i.e. Regbackup); ensure 'All' is selected for the Export Range, and save the file to the desktop.
Click Save and verify that the file is on the desktop. If the Registry backup is not visible on your desktop, it is imperative to repeat steps three and four until the backup is visible.
Return to the Registry Editor window and click the plus (+) sign next to HKEY_CURRENT_USER.
Click the plus (+) sign once each, next to Software, and next to U.S. Robotics.
Note: If you do not see the U.S. Robotics folder, close the Registry Editor window and restart the computer; the registry file does not need to be modified.
Right-click the Pilot Desktop folder and select Delete.
Close the Registry Editor window and restart the computer.
Palm Desktop should be completely removed from your computer and you can choose to reinstall the Palm Desktop software. If you are unable to complete the steps above or experience difficulties, please contact Palm Technical Support.
After these steps, download the new version of Palm Desktop Software on Windows. Copy this link given and paste it in the address field of the internet explorer.
http://www.palmOne.com/us/support/downloads/win_desktop.html.
Please select the Standard Palm Desktop option to install.
Note: the screen has the instructions to install the software.
Or you can install from the CD which came along with your handheld.
Then you perform a hotsync? operation.
We hope this concern has been resolved to your satisfaction.
For more details about the palmOne OnCall plan, visit our web site at:
http://store.palmone.com/shop/index.jsp?categoryId=1179763
You can also find troubleshooting articles and frequently asked questions at:
http://kb.palmone.com
A Customer Satisfaction Survey will be emailed to you very shortly. We hope that you will take the time to provide us with your feedback about this support experience as it will help us in our on-going effort to continually improve our services.
Thank you for choosing palmOne.
Sincerely,
Sunil
palmOne Technical Support
While every effort has been made to ensure the advice or information provided to you by our Technical Support Center is correct at the time of transmission, palmOne does not accept any responsibility for errors or omissions. Any advice or information provided by palmOne to you via any form of communication is not a guarantee that it will correct your problem; it is only offered as assistance to you. You are advised to back up all data stored on your product on a regular basis and always before changing software configuration or, when possible, before sending the product for repair. palmOne will not be held responsible for any loss, damage, faults, loss of data or other reactions suffered as a result of advice or information supplied. No written advice or information sent to you by palmOne may be resent, distributed or posted on any media accessible to the public (including, but not limited to, any Internet site or bulletin board) without palmOne's prior written consent.
