What am I doing wrong with my T5?

K

Karyn O

New member
I purchased a T5 in October and immediately had to do soft resets to get it to turn off after charging it fo 4 hours. It worked fine for 3 months and then started to need many soft resets and hard resets to turn on.
Palm replaced it with a refurbished model, and I went out and bought a new charging cradle to make sure I was not having charging issues. I charged it for 4 hours and it would not turn on. I then charged it overnight and was able to turn it on after several hard resets. It worked fine for two weeks, but now will not turn on no matter what. I have returned it to Palm.
Is there something I could be doing wrong? Should I make sure it has a full charge at all times? I am concerned that I am going to be labeled a problem customer by Palm because it seems odd to have returned 2 units. When it is working I absolutely love the product. I am a pharmacy student, and it is invaluable at school and with patients.
Thanks for any help
 
Post your hot sync log and lets see if there are any software conflicts - otherwise it might be hardware but hardware will usually turn on without a "hard" reset.
 
Unfortunately, my hard drive died a few days ago, so I do not have the logs. The third party programs I loaded were AvantGo, RealMusicPlayer, AdobeReader, docs to go, and Lexi-Comp; all of which worked fine. Lexi-comp is used by 300 students in my college with no glaring problems.
My most recent unit (the refurbished one Palm sent me) did not respond (after 12 hours of charging) to a soft reset, nor an in-cradle reset, but did finally turn on after several hard resets.
Thanks
 
The refurbished unit I returned to Palm was sent back to me, I charged it overnight, and it turned on immediately in the morning with a full charge. I hot synched it with freshly installed Palm software so as to avoid possible problems with my old information. It worked great all day and held the charge just fine. I went home at night, place it in the chargeing cradle, and it would not turn back on. After three "appointments" where level 2 techs from Palm were suppossed to contact me (they never did) Palm told me to send it back again (3rd time returning it). I asked them if they could provide me with info on what the problem with the unit has been (in case it is something I am doing), but they said they do not have access to repair info.
Anyway, here is the last hotsync log before it wouldn't turn back on. Thanks for any help you can give.
HotSync operation started for Tom Kelly on 04/04/06 11:15:53

OK Expense
OK Quick Install
OK Adobe Reader
OK Note Pad
OK Media
VersaMail - None of the accounts are configured for HotSync. Use the conduit to configure accounts to HotSync.
Documents To Go Message(s)
Error accessing Documents To Go user information.
You must first open the Documents To Go desktop application, select the appropriate handheld user, and synchronize again.
Error accessing Documents To Go database
Outlook Calendar
OLERR:0C-000F (0x8000ffff)
OLERR:0D-0003
OLERR:0D-0001
- Not Synchronized
OK Outlook Calendar
Outlook Contacts
OLERR:0C-000F (0x0)
OLERR:0D-0003
OLERR:0D-0001
- Not Synchronized
OK Outlook Contacts
Outlook Tasks
OLERR:0C-000F (0x0)
OLERR:0D-0003
OLERR:0D-0001
- Not Synchronized
OK Outlook Tasks
Outlook Notes
OLERR:0C-000F (0x0)
OLERR:0D-0003
OLERR:0D-0001
- Not Synchronized
OK Outlook Notes
-- Backing up psysLaunchDB to C:\Program Files\palmOne\KellyT\Backup\psysLaunchDB.PDB
-- Backing up Saved Preferences to C:\Program Files\palmOne\KellyT\Backup\Saved_Preferences.PRC
OK Backup

HotSync operation completed on 04/04/06 11:17:39
 
Well based upon that log and your symptoms - the log states nothing sync'd so that's a problem in it's own right but your symptoms and the fact there is no additional software installed - it's a hardware issue. Send it back to Palm and get them to fix it.
 
When you get it back you will still have some hot sync issues. Your log shows the proverbial OLERR errors while trying to sync to Outlook. This is typically fixed by running "Detect and Repair" from the Outlook Help menu - you may need your Original Microsoft Office Installation CD so don't start that process without it in hand.

You can also see the DTG error - Turn off that conduit until you get Outlook syncing and then from the DTG help menu - run reinstall handheld applications to get them registered on the device.

Neither one of these "errors" would have caused the problem you were having (hardware) but will cause some functionality issues so when you get the replacement run the two fixes I've outlined and if you continue to have Hot Sync issues then advise.
 
From your PC Systray locate the hot sync icon (lower right corner) click on it to pull up a menu and then choose custom. There you can see the direction of each conduit.

You can set each conduit in one of 4 possible options:

Handheld overwrites Desktop (normal only for Backup or System)
Desktop overwrites Handheld (not normal)
Synchronize the Files (normal for most conduits)
Do Nothing (off)

You'll have options for each PIM (Address Book, Contacts, Memos, Tasks) a system or backup option, Documents to Go and any other program that requires it. Typically, media, Avantgo, and others just to name a few.


About the only time you ever want anything other than Synchronize is when you've had a problem and your trying to isolate it. But that's a whole nother thread.
 
Thank you, thank you , thank you. If only I could get somebody at Palm to give me this kind of assistance, I would be set. (Palm does do a good job of getting repaired units back to you in about a week, and it is easy to get a hold of their help center; it's just that they never actually help other than the following protocol: "soft reset, hard reset, send it in for repair".
 
Well for what it's worth, I used to be a Palm Beta Tester from 96 till late 99 when the stopped Public Beta Testing. The front line tech support is scritped and can be done by just about anyone that can talk on a phone.

The real trick is to find someone that knows what their doing and then get their extension and talk to them when troubleshooting.

Palm's pat answer is to delete all none Palm software and then go from there and blame the software developers.

All in all I've only had one defective unit ranging from Palm Pilots through the T5 - Treo 650 and that was a Handspring Visor Unit that went bad about a week after I got it back in Oct. 99.

Most of their refurb units are actually just returned open boxes as if they do QC on it and find it bad - it's trashed.

You'll eventually get a good unit and if you need further assistance this is a good place to ask for help.
 
I took your advice on Outlook and DTG with great results. For the first time ever, my hotsyncs finish with no error messages. Palm did a great job getting my unit back to me (mailed out on a Saturday and received it back on Thursday; I think my priority has maybe ben bumped since it is the 3rd return). They set the same unit back, and I still cannot get anyone at Palm to tell me what the problem has been, but as long as it works I don't really care. Thanks again for your assistance, Moose Man.
 
Well, it made it one week before it wouldn't turn back on again. I used it this morning, went to turn it back on, and nothing. Palm said rather than return it for a 4th time, they will have someone from their corporate office call me and replace it with a different unit. They still cannot tell me what the problem has been.
 
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