Palm Application Troubleshooting

Last reviewed: 11/14/2003
Article ID: R10689

The information in this article applies to:

SUMMARY

This article is used for troubleshooting problems using Tabs3 and PracticeMaster's Palm applications.

Troubleshooting Why No Data Is Being Transferred To The PracticeMaster Palm Application

Use the following steps if PracticeMaster data is not being transferred to the handheld device during a HotSync.

 

  1. Make sure that you are able to perform a HotSync successfully when PracticeMaster is not involved. For example, create a Date Book entry in the Palm Desktop and HotSync that entry to the handheld device.  You must be able to perform a HotSync in order to use the PracticeMaster Palm Application. 

  2. In order to update the registry, reinstall the PracticeMaster Palm Application to your workstation.  To do this, run the SETUP.EXE program from the PracticeMaster program directory.   

  3. Make sure thePM Palm Icon icon is displayed in the Windows System Tray. This icon indicates that the CMPALM.EXE program is running. If the program is not running, you can start the program from the PracticeMaster program directory, or click Start | Programs | Software Technology | Palm Software | PracticeMaster Palm Sync.

  4. Determine if a CMPALM.LOG file exists in the PracticeMaster program directory (the PracticeMaster program directory can be found by clicking Help | About PracticeMaster). If the file exists, open it using any text editor and resolve any errors listed in the file. For assistance resolving errors listed in this file, see KB article R10654 - Troubleshooting PracticeMaster Palm Application Error Messages.

  5. Double-click thePM Palm Icon icon in the Windows System Tray to display a PracticeMaster Palm Sync window.  If information is displayed in the window, read the messages and resolve any errors. If the PracticeMaster Palm Sync window is not displayed, reboot the computer and try again.  If the window is still not displayed, follow the instructions under Palm Sync Window Will Not Display.

  6. Make sure that the PracticeMaster Palm Application data files were created in PracticeMaster by running Maintenance | Integration | Handheld Integration and selecting the "Create PracticeMaster Palm App Data Files" option.  The PracticeMaster Palm App data files are the files that are transferred to the PracticeMaster Palm Application on the handheld during a HotSync. The PracticeMaster Palm App data files are the *.dbf files in the PracticeMaster program directory. These files are listed in detail on page 24 of the PracticeMaster Palm Application manual.

    Note:  A common mistake is creating the data using the Create Palm Desktop Data From PracticeMaster option instead of the Create PracticeMaster Palm App Data Files program. Make sure you use the Create PracticeMaster Palm App Data Files program to create the data files.

TROUBLESHOOTING WHY DATA IS NOT BEING TRANSFERRED TO THE Tabs3 PALM APPLICATION

Use the following steps if Tabs3 data is not being transferred to the handheld device during a HotSync.

  1. Make sure that you are able to perform a HotSync successfully when Tabs3 is not involved. For example, create an Address Book entry in the Palm Desktop and HotSync that entry to the handheld device.  You must be able to perform a HotSync in order to use the Tabs3 Palm Application.

  2. In order to update the registry, run the SETUP.EXE program from the Tabs3 program directory to reinstall the Tabs3 Palm Application program to the computer you are HotSyncing with.

  3. Make sure theT3 Palm icon icon is displayed in the Windows System Tray. This icon indicates that the TBPALM.EXE program is running. If this program is not running, you can start the program from the Tabs3 program directory, or click Start | Programs | Software Technology | Palm Software | Tabs3 Palm Sync. 

  4. Determine if the T3PALM.LOG file exists in the Tabs3 program directory (the Tabs3 program directory can be found by clicking Help  | About Tabs3). If the file exists, open it using any text editor and resolve any errors listed in the file. For assistance resolving errors listed in this file, see KB article R10655 - Troubleshooting Tabs3 Palm Application Error Messages.
  5. Double-click theT3 Palm icon icon in the Windows System Tray to display the Tabs3 Palm Sync window.  If information is displayed in the window, read the messages and resolve any errors. If the Tabs3 Palm Sync window is not displayed, reboot the computer and try again.  If the window is still not displayed, follow the instructions under Palm Sync Window Will Not Display. 

  6. Make sure that the Tabs3 Palm Application data files were created in Tabs3 by running Maintenance | Integration | Handheld Integration and selecting "Tabs3 Palm App Data Files" for the Handheld Type.  The Tabs3 Palm App data files are the files that are transferred to the Tabs3 Palm Application on the handheld during a HotSync. The Tabs3 Palm App data files are the *.dbf files in the Tabs3 directory. These files are listed in detail on page 22 of the Tabs3 Palm Application manual.

    Note:  A common mistake is to attempt to create the data using the Palm / InHand Handheld Type instead of the Tabs3 Palm App Data Files type. Make sure you use the Tabs3 Palm App Data Files type. 

Palm Sync Window Will Not Display

Use the following Troubleshooting Procedures if you are experiencing any of the following problems:

Troubleshooting Procedures

  1. Search the computer for the file REGSVR32.EXE.  Normally, this file is located in the WINDOWS\SYSTEM directory on the local hard drive; however, the location of this file could vary depending on the setup of the workstation. 

  2. At a DOS Prompt, type the word "PATH" and press Enter.  This command will display the search path for the computer.  Make sure that the directory that the REGSVR32.EXE file is located in is one of the paths shown. If it is not, the file should be copied to a directory that is in the path statement or the Path should be modified. 

  3. Shut down our Palm Applications that are running.  You may need to use CTRL-ALT-DEL to bring up the Task Manager or the Task List to do this. If so, highlight each item and choose to end the tasks.

  4. Run SETUP.EXE from the Tabs3 or PracticeMaster program directory to reinstall the Palm application to the computer you are HotSyncing with.

  5. Try to open the Palm Sync Window again.  If it still doesn't open, continue with the following steps. 

  6. Using any text editor, open the REGSF.BAT file located in the SATFORMS directory located beneath the program directory.  Approximately 20 lines from the top is a line containing the text set sfdir="program directory"\SATFORMS\, (the backslash at the end is required) where "program directory" should be the directory where the programs are located.  If "program directory" is not the correct location for the programs from your workstation, the batch file should be edited to reflect the correct directory. Close the file and save it if necessary.

  7. From the SATFORMS directory located beneath the program directory, run the REGSF.BAT file.  In the DOS window that is shown when the program is started, make sure that the only messages to display after typing in the command are the following:

    8. Satforms registry entries created. 
    SFRMAX40.OCX successfully registered. 

    Note:  If you receive the message "Bad command or filename" on any line, verify that step 2 above has been completed.

    If you receive a message stating "Out of Environment Space", follow the troubleshooting procedures under the Out of Environment Space section next.  After completing those procedures, return here and complete the remaining procedures.

  8. From the SATFORMS directory located beneath the program directory, run the REGCM.BAT file (if you are having problems with the PracticeMaster Palm Application program) or REGT3.BAT (if you are having problems with the Tabs3 Palm Application program).  In the DOS window that is shown when the program is started, make sure no messages display. 

  9. Reboot the computer.  Try to open the Palm Sync Window again.  It should now work. 

Windows is Searching for RDKINST.EXE

This message is received when the Install PracticeMaster Palm App or Install Tabs3 Palm App menu option is pointing to an invalid location on the workstation (Start | Programs | Software Technology | Palm Software | Install PracticeMaster Palm App or Install Tabs3 Palm App). 

To check the properties of the menu option in Windows 98/ME/2000/XP or higher:

  1. Right-click the menu item used to start the installation (Start | Programs | Software Technology | Palm Software | Install PracticeMaster Palm App or Install Tabs3 Palm App).
  2. Select Properties.
  3. Click the Shortcut tab.
  4. In the Target field, look at the drive letter and path of the Rdkinst.exe program. Verify that the drive letter and path is correct. Make sure there are no quotation marks at the beginning of the path (before the drive letter) or at the end of the entire field. Delete these double quotation marks. Do not edit any information other than the quotation marks and/or the drive letter and path. 
  5. Once the information is correct, click Apply and then click OK.  
  6. Try to install the Palm Application again.  

To check the properties of the icon in Windows NT:

  1. Click the Start button, point to Settings, and then click Taskbar.
  2. Click the Start Menu Programs tab and then click Advanced.
  3. Locate the Install PM Palm Application or Install Tabs3 Palm Application item in the Windows Explorer window. This menu option will be located under the user's Programs folder.
  4. Once located, right-click the Install Palm Application item.  
  5. Select Properties.  
  6. Click the Shortcut tab.
  7. In the Target field, look at the drive letter and path of the Rdkinst.exe program. Verify that the drive letter and path is correct. Make sure there are no quotation marks at the beginning of the path (before the drive letter) or at the end of the entire field. Delete these double quotation marks. Do not edit any information other than the quotation marks and/or the drive letter and path. 
  8. Once the information is correct, click Apply and then click OK.  
  9. Close the Windows Explorer window.
  10. Try to install the Palm Application again.  

Out of Environment Space

There have been a few reports of receiving this message when trying to run the REGSF.BAT file as per the Troubleshooting Procedures under the Palm Sync Window Will Not Display section. 

To resolve this message, follow these steps:

  1. Using any text editor, open the REGSF.BAT file located in the SATFORMS directory located beneath the program directory.  Approximately 20 lines from the top is a line containing the text:

    set sfdir="program directory"\SATFORMS\

    The backslash at the end is required. The "program directory" should be the directory where the programs are located.  If "program directory" is not the correct location for the programs from your workstation, the batch file should be edited to reflect the correct directory. Close the file and save it if necessary.
  2. Try to run the batch file again. If you still receive the "Out of Environment Space" message, continue with the following steps to create a new shortcut icon on your desktop.  
  3. Right-click the desktop, point to New and select Shortcut.
  4. Click Browse and navigate to the SATFORMS directory under the program directory. Double-click the REGSF.BAT file.  
  5. Click Next and then click Finish. If you are using Windows NT/2000/XP, skip to step 11.  
  6. Right-click the desktop icon that was just created and select Properties.  
  7. Click the Memory tab.  
  8. Click the drop-down arrow for the Initial Environment field and select the highest number available.  
  9. Click Apply. 
  10. Click OK.  
  11. Try to run the batch file using the icon just created.  If you still receive the "Out of Environment Space" message, continue with the following steps.  
  12. Reboot the workstation.
  13. Try to run the batch file again, using the icon created in the previous steps.  If you still receive the "Out of Environment Space" message, call the Technical Support Department with the exact message you are receiving.  

"Error 10, app not found or invalid format - launcher"

This message may be received when exiting the Tabs3 or PracticeMaster Palm Applications on handhelds that use older Palm operating systems, and on some Sony CLIÉsTM. The error is related to the Palm operating system or the handheld itself.

If you have received this error message, we recommend the following workaround:  When you want to exit our Palm App, tap Applications instead of Exit.

Error message containing "68K"/"Form Object Not Found"

If you receive an error referencing "68K" or "Form Object Not Found", it may be the result of using a handheld device with an operating system that is not compatible with our Palm Applications. If you receive this message, check the version of the handheld's operating system. Our Palm Applications are not compatible with Palm OS version 5.0.

REFERENCES

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