Can't hotsync with new cable...HELP!

[DANGERMOUSE]

For some reason my old USB hotsync crable inexcplicably stopped syncing so I went and bought a new cable (without the charger - the original charger still works) to connect my m500 to the PC.

Alas it still won't sync. I try syncing but my palm goes quiet for a while before then telling me that 'The connection could not be established'.

I know the USB ports work because I have a joystick connected that works just fine. Any ideas what I'm doing wrong? Do I need to reinstall the software, mess around with USB settings? I really am at a loss as to what to do; couple that with the fact that I'm largely computer illiterate.

Any help or ideas you could give me would be massively appreciated. I'm dreading all my data will be lost...there's lots of it!

Thanks in advance,

DANGERMOUSE.

[Calvados]

DangerMouse,

Sounds like you may be experiencing SUDS. That is a problem where the static electric discharge stops a Palm 500 or 505 sync from working. Palm came out with new cradles to avoid this problem but if you have not had the new cradle it is possible your Palm has been struck with the SUDS problem.

If you look on the bottom of your cradle if it is one of the new models it should have a "E" or an "H" on it. If neither is present it is the old model of cradle.

In either case the best thing to do is contact Palm. Hopefully your Palm is still under warranty.

Hope that this helps,
Calvados

P.S. you might try finding a backup program so that you could backup your data to an SD card so that in case you must wait you will have a saftey feature. These programs are available on Palmgear. One of them is called "bakcup buddy"

[DANGERMOUSE]

Thanks for the info Calvados.

I just looked and found no letter on the bottom of the cradle. I presume I have the old dodgy one then. I bought my m500 in May 2001 so I guess the warranty is out by now.:(

However, wouldn't my new cable by-pass any of these problems as I'm not using the cradle any more. This static discharge doesn't fry the actaul handheld...does it?

I live in the UK and it is a real pain that Palm seems to offer no support telephone numbers for us Brits. :mad:
.........

Thanks for the advise about an SD card - never even thought of buying one before. Maybe I will now, if funds are favourable that is!

Thanks Calvados.

DANGERMOUSE.

[Calvados]

DangerMouse,

Good thought about the cable bypassing the problem, but when the static discharge happens it fries something in the USB chip in the palm. Some people have done a complete battery drain until the palm shuts down, of course you will lose all information on the Palm and that seems sometimes to bring clear the chip out and bring the sync back, but can also damage the battery. Another solution is to try and see if someone you know has either a serial cable or cradle that you can use. Try and sync with serial port, (make sure that you have check serial in the hot sync manager) that is not effected by the SUDS problem. If that works it is surely SUDS.

In other words the problem is in the palm now, but the cause is the cradle. I would still try to contact Palm buy email and explain that you have the SUDS problem and ask them if they can't do something about it. It never costs anything to ask.

I would defintely buy an SD card and keep backing up until you can get the sync back.

Hope this helps and have a good day,
Calvados

[DANGERMOUSE]

Hi Calvados:

I've sent an e-mail to Palm and am still waiting to hear back from them. It's only been a couple of hours so I'll give them the benefit of the doubt ;) ! Besides I'm not too sure what time it is there!

I'll return my USB cable and see if they'll swap it for a serial one and try that. Fingers crossed.

Thanks again for all the help.

DANGERMOUSE.

[PilotUser]

I find that Palm have quite good customer service and genuinely wants to help the owner (especially now with the m130 fiasco).

Give them 24hr ... after all, no doubt the C/S folks there receive many emails a day !

Cheers :)

[Calvados]

DangerMouse,

Keep us updated on how things work out for you, hope that it will all be settled and that you will be back in "sync" soon.

Have a good day,
Calvados :D

[DANGERMOUSE]

PilotUser: Thanks for the vote of confidence r.e. palm support.

I'll post back when I hear from them.

Cheers!

DANGERMOUSE.

[DANGERMOUSE]

Hi guys (gals?),

Palm Inc got back to me with a troubleshooting fact file of how to resolve the problem. The final solution required me to reinstall the software, which I did. Sadly, still no luck. At the end of their e-mail they offered a link to upgrade, free, to a new 'E' or 'H' model cradle. I clicked on the link but the website informed me that they are currently only able to ship to the US or Canada. As I mentioned before I live in the UK so I am a little bit miffed by this!

I'll send them an e-mail now and ask them when they expect to be able to ship to the UK - if ever. I'm hoping they will tell me I can return it to Staples and they'll upgrade me to a new one. Somehow, though, I feel that is unlikely. Maybe I'm just being cynical.:D

Fingers still crossed.

Regards,
DANGERMOUSE.

[Calvados]

DangerMouse,

The problem even if you get the new "E" or "H" cradle is that the USB chip in your M505 has a problem now because of the old cradle and getting the new cradle will not solve the problem. The only true solution at this point is:

1: An excahnge with Palm of your present Palm & Cradle.

2. A serial cable or cradle to sync with , but this will be slower.

The only other thing that you can try is to do a backup of your Palm with BackupBuddy to an SD card (make sure to follow the instructions for BackupBuddy), then turn on the backlight of your palm and leave everything on until the Palm totally discharges (it must be totally discharged,where it shuts off from lack of battery power). This could take a while. At this point you will loose all the data, but since you have a backup, that should be no problem. After the Palm is discharged put it on the cradle to charge. After it has charged for about an hour try to turn it on (leave it on the cradle). You will have to go through the setup as you did when it was new. Once you have done that try the hotsync. If the discharge cleared out the USB chip you should be able to sync again. If you cannot sync you should be able to restore the Palm from the SD card with BackupBuddy.

The problem could always come up again if you do not get the new cradle. Could you have Palm ship the cradle to someone in the USA or Canada and have them ship it to you in the UK?

Sure hope that one of these things will help you. :)

Have a good day,
Calvados

[PilotUser]

DangerMouse ...

There should be a local representative for Palm in Europe which you can contact. In my case, I had a battery problem with my m515. I contact my local (Canadian) Palm rep & arrange a replacement (no cost) unit through them.

Took a few days before they call me to bring the unit in to exchange.

Maybe Palm in Europe has something similarly in place. I would think you're not the only user who has this problem.

Good luck !

[kroma]

Dangermouse:

I just checked UK support, and there is a url for replacement in the UK & Ireland.

Go to http://www.palm.com/uk/support/m50xusbcradle.html

for the details

[DANGERMOUSE]

Hey Kroma,

Thanks for the link - God knows why I didn't find that. Maybe it's just been activated? Anyway, 14 days till a new one arrives. :)

PilotUser: I searched the website but couldn't find a UK rep. Palm support didn't allude to there being one in their e-mail either. Thanks for the idea though.

Calvados,

Thank you for the info. Right now I still don't have an SD card and judging by the prices I won't for a little while yet. :(

In the meantime I will go and exchange my new USB cable for a serial one, just as soon as I can get back into the big bad city that is.


Thanks guys!

Regards,
DANGERMOUSE.