M500 screen not responding

[NickBrain]

Hi all.

Since about a week and a half ago I have had an intermittent problem which is getting worse. Initially there was a delayed response when I tapped the screen on my M500; then it got to the point where I would have to wait for minutes for a tap to register. Now when I turn it on, the screen may or may not respond to taps. The hard keys at the bottom may or may not respond regardless of whether the screen is functioning and the power button may or may not turn the thing off. It will auto-off after 3 mins however.

Also, the screen sometimes cycles through a whole bunch of views as though the buttons are being pushed/ screen is being tapped. Periodically it will all work normally for a minute or so then the screen stops responding again and the buttons stop functioning.

I have tried multiple soft resets and did a hard reset last night. It hasn't made a blind bit of difference. The only third party sware I have is TinyStocks Stock Manager which has run perfectly for months. I have bucket loads of spare memory.

I did download some freeware games which did odd things but I deleted them a few weeks ago. Is it possible that there are some residual hidden files knocking about? I would have thought a hard reset would have sorted this out if it was the cause of the problem.

My gut feeling is that I have a dying Palm. Am I right?

Thanks,

Nick.

[Sparticus Caine]

I'm not expert, but it sounds to me like your digitizer is pretty much shot. If its not to late, do a return to where you bought it from and get a new one... or call Palm for technical support. They can probably do a replacement for you.

[DrMud]

I think the problem is bigger than the digitizer. It is possible that the "games" you removed left a trail or were infected. Palm viruses are very rare but they have come as Trojan Horses in games.
When you did a true Hard Reset and you deleted all files did you use the Palm before HOtSyncing and loading your files back on? If so did it act normally? Remember if you do a Hard Reset and use the Palm you will need to do another Hard Reset when you are ready to HotSync so that the ConduitManager will reload the Palm from the Backup folder.
Let me know.
DrMud

[MikePDA]

My M500 was doing EXACTLY the same thing.

I also found that pressing on the right side of the case would sometimes free it up. I figured that there was something pressing on the screen under the right edge of the case.
I tried running a piece of paper up under the edge which picked up a small amount of "stuff". This helped but the problem was still there. eventually I took the unit apart (bought mine used, no warranty), cleaned it thoroughly and put it back together and everything is fine.
If yours is under warranty, I would recommend taking in, but doing it yourself is not so hard. The screws are torx. I used a T7 but some sites on the web say it is a T5 or T6. you'll have to get those at an electronics store.

Good Luck.

[Sparticus Caine]

Originally posted by DrMud
"Palm viruses are very rare but they have come as Trojan Horses in games."

DrMud

That would explain why the store I work at (Staples) has NEVER sold one copy of Norton Antivirus for Palm ;)

[jacques]

I have had a similar problem twice and just yesterday returned my Palm M500 for exchange. I am very interested in the possibility to "clean out" the unit; but I do not belive, this is the whole explanation, as my last two M500's had the problem right off the shelf.
I think the factory has got a batch of bad screens (at least here in Europe) and the problem will continue until the last unit has been turned back.
It is very irritating, that "Palm support" obviously is staffed with non-technicians, so that it takes two mails or more to make them understand, that the customer in not a complete idiot, and has already tried out the remedies available including hard resets and removal of all extra programs.

[DrMud]

MikePDA's post is very interesting and relates to similar problems that the Palm V/Vx had. Trash interfering with the digitizer alignment. It is nice to know that there is a solution. Anyone interested in taking their 500 series apart to clean it should go to the gethightech.com site and review their instructions. THe clips can slow you down if you don't understand them.
Doc

[NickBrain]

Thanks to everyone who's replied to this.

My M500 is still under warranty (2 months to go) so I have been in contact with Palm. Their suggestions began with simply recalibrating the Digitizer (which I do regularly anyway) which was difficult with an unresponsive screen - managed it eventually. No change.

Then the next step was a hard reset, deleting the contents of the backup directory, followed by setting 'datebook',
'address book', 'todo' list and 'memo pad' to 'desktop overwrite handheld' followed by a Hotsync. So this eliminated the effects of 3rd party software.

When I did the hard reset this time and the Digitizer screen came up, it took about 3 minutes for the screen to start responding at all to my taps so it doesn't even work properly straight after a hard reset - I guess this answers one of DrMud's q's - eventually I was able to calibrate it. I then did the Hotsync as described.

In answer to DrMud's other q - neither after this hard reset nor the previous one did I use the Palm at all before Hotsyncing. I only did as much as I had to for the Hotsync to work - ie: Digitizer, then through the set up screen after. The Hotsync wouldn't run until this was done.

Anyway, when the screen eventually started working, this last time, it didn't stop for a whole day - I took the Palm out and used it on about 4 or 5 occasions and it was fine. Tonight, I took it out and it was back to its old tricks - and I still haven't replaced the Backup dir so it's still only running the bare Palm essentials and I haven't Hotsync'ed it since either so nothing has changed from that first HotSync post-reset.

I have now tried yet another hard reset and NOT HotSync'ed it afterwards - it's been sitting next to me for 3 minutes and the screen is not responding again.

Since the hard reset obviously does not touch the PalmOS - because the OS is still on it afterwards - is it possible that the OS is corrupted somehow?

I really wish I knew more about how the damn thing works. Any good technical descriptions that can be understood by someone who is not in the IT field?

Thanks again to all for your help/ thoughts,

Nick.

[DrMud]

Nick,
There could be damage to the OS digitizer software but it could just as eaily be hardware. I think a replacement is in order.
Best reagards,
DrMud

[NickBrain]

Thanks to all of you who took the time to offer advice and thoughts. My M500 is going back to Palm for replacement with a refurbished unit.

Here's hoping the next one is a little more reliable,

Cheers,
Nick. :rolleyes:

[DrMud]

Just in case the problem was in some way related to software I would be very cautious when the new unit comes. Don't just load all the apps back on. Also check your Backup folder for any potential problem files. For example if you came to the 500 series from the Palm V or Palm III series you could have some of the OS 3.5.3 OS patch files in your backup and they will play hell with your newer Palm. Look for files that say they are "serial drivers". Set them aside in a separate folder.
DrMud

[NickBrain]

Thanks, Doc.

This is my first foray into PDA ownership so I won't have old OS files - but I will be very wary about adding the software back on.

Where do they tell me they are serial drivers?

Thanks.

[DrMud]

Nick,
If this is all new to you then there is no problem and no serial drivers in your backup folder.
Rest easy.
DrMud

PS: For the future when you want to find the Palm files that are copies, ie backup to the PC they are stored in a folder called "backup" it can be found on your PC using the WIndows Explorer. Find the PALM Folder tape the + and then you should see a folder that has your HotSync ID (your name for the Palm) tap on that + and then open the folder "Backup."