The information in this article applies to:
Note: This article pertains to the Palm Conduits provided with PracticeMaster and does not include information regarding the PracticeMaster Palm Application program. Troubleshooting information regarding the PracticeMaster Palm Application program can be found in R10689 - Palm Application Troubleshooting and R10654 - Troubleshooting PracticeMaster Palm Application Errors.
Palm Conduits are provided with PracticeMaster that integrate directly with
the Palm's Address Book, Date Book and To Do List. The Palm Synchronization
Setup program in PracticeMaster is used to install and configure these conduits.
This article includes troubleshooting information regarding the PracticeMaster
Palm Conduits.
No users are displayed when installing conduits
Duplicate records were created after hotsyncing
Miscellaneous error messages
Hotsync.log error messages
When installing the Palm Conduits using Palm Synchronization Setup in PracticeMaster (Maintenance | Integration | Handheld Integration | Palm Synchronization Setup), if there are no users available to select in the Select Palm User window, go through the following steps:
When the Synchronize the records option is selected in the HotSync Action panel, the records in PracticeMaster are sent to the Palm and the records in the Palm are sent to PracticeMaster. If there were records that originally existed in both PracticeMaster and the Palm prior to performing the HotSync for the first time, using the Synchronize the records option will cause duplicate records to be created when the HotSync is run.
You can correct this one of the following ways:
When the Merge PM records with Palm (next sync only) option is selected in the HotSync Action panel, PracticeMaster records will be passed over to the Palm but Palm records are not passed over to PracticeMaster. If there were records on the Palm that also existed in PracticeMaster, duplicate records would result in the Palm after HotSyncing.
You can correct this one of the following ways:
If the Palm Desktop software was installed by a user with insufficient network or local permissions, you may recieve the following errors:
To correct these errors, the Palm Desktop software must be reinstalled with sufficient permissions. The user must have Administrative permissions both locally and at the domain level (if applicable).
The following is a list of messages that may be included in the Palm HotSync Log File. This log file is named HOTSYNC.LOG and is located in the Palm user subdirectory of the Palm directory. Information is added to the log file each time the Palm HotSync is run. The HotSync Log file can be easily accessed by clicking the HotSync Manager icon in the Windows System Tray and then selecting the View Log menu option.
The following messages are messages that may be seen in the HotSync Log file. These messages are categorized into three groups:
| Address Book Log Messages |
|
The following record could not be deleted from PracticeMaster: <Name/RP Key> Error: Client/Related Party ( <Client ID/RP Key>) cannot be deleted from PracticeMaster. Cause: A Client or Related Party record was deleted from the Palm Address Book. Client or Related Party records deleted from the Palm will not be deleted in PracticeMaster. |
|
The following record could not be updated in PracticeMaster: Cause: A Client record that had been previously synced to Palm was changed on the Palm and was set to Secure in PracticeMaster. The user that configured the Palm Conduits does not have rights to the secure client. The change remains on the Palm and the PracticeMaster record is not updated. |
|
The following record could not be added/updated in
PracticeMaster: Cause: The Palm field in the Address Book that is mapped to the Related Party Category field in the PracticeMaster Related Party file was modified on the Palm. The PracticeMaster field is not changed and the Palm record is changed back to match the PracticeMaster field value. |
|
The following record could not be added/updated in
PracticeMaster: Cause: On the Palm, multiple Related Party Categories were added or changed and were separated by something other than a pipe "|" symbol. The PracticeMaster field is not changed and the Palm record is changed back to match the PracticeMaster field value. |
|
The following read only field(s) could not be updated in PracticeMaster: Cause: The Palm field in the Address Book that is mapped to the Client_ID, Inactive, Secure_Client, AOP, or RP_Key field in the PracticeMaster Client or Related Party file was modified on the Palm. The PracticeMaster field is not changed and the Palm record is changed back to match the PracticeMaster field value. Other changes to the record may be processed. |
| Date Book and To Do List Log Messages |
|
The following record could not be updated in PracticeMaster: <Date><Record description> Error: User '<User ID>' does not have rights to change this record. Cause: The User ID who configured the Palm Synchronization Preferences for the Palm user is the User ID that is used to determine calendar rights. This user does not have the proper calendar rights to change another user's calendar record. Note: To verify calendar rights for the PracticeMaster User ID, print a User List from System Configuration (Reports | User List) making sure to select the Print Users' Access Profiles and Calendar Rights check box. |
|
The following record could not be deleted from PracticeMaster: <Date><Record description> Error: User 'User ID' does not have rights to delete this record. Cause: The User ID who configured the Palm Synchronization Preferences
for the Palm user is the User ID that is used to determine calendar
rights. This user does not have the proper calendar rights to delete another user's calendar record. |
|
The following record could not be added to PracticeMaster: <Date><Record description> Error: User ID: GROUP NOT ALLOWED Cause: A new calendar record was created on the Palm and assigned to a Group rather than a single User ID. |
|
The following record could not be added to PracticeMaster: <Date><Record description> Error: GroupInfo: Not found in lookup file. Cause: A new calendar record was created on the Palm and assigned to a User ID that does not exist in the User File. |
|
The following record could not be added to PracticeMaster: <Date><Record description> Error: GroupInfo: Length is too long. Cause: A new calendar record was created or an existing record was changed and assigned to multiple users, e.g., [ID:Robert, Pam] or the user ID entered was longer than eight characters. |
|
The following record could not be added to PracticeMaster: <Date><Record description> Error: Client ID: Invalid Format or invalid characters Error: Client ID: Not found in lookup file Cause: A new calendar record was created on the Palm and assigned to an invalid Client ID or a Client ID that does not exist in the PracticeMaster Client file. |
|
The following record could not be added to PracticeMaster: <Date><Record description> Error: Related Party: Not found in lookup file. Cause: A new calendar record was created on the Palm and assigned to a Related Party Key that does not exist in the PracticeMaster Related Party file. |
|
The following record could not be updated/deleted in PracticeMaster: <Date><Record description> Error: Multi-User records cannot be changed/deleted during HotSync. Cause: Linked multi-user PracticeMaster calendar records cannot be changed or deleted on the Palm. |
| General HotSync Messages |
|
The following record could not be added to PracticeMaster / updated in PracticeMaster: Cause: A Palm record was added or changed with a field that exceeded the field length of the mapped PracticeMaster field. The record will not be added to PracticeMaster. |
|
The following record was modified on both Palm organizer and PracticeMaster: Cause: The Create a copy of both records option was selected in the Palm Synchronization Setup (on the Synchronization Conflict Resolution panel) for this Palm user and a record that existed in both PracticeMaster and Palm was modified in both programs prior to synchronizing. A copy of both records will be retained in both programs. Cause: This message may also be caused if you deleted the record on the Palm and selected to save an archive copy on the PC and modified the same record in PracticeMaster. |
|
The following record was modified on one platform and deleted on the other: Cause: A record that existed in both PracticeMaster and Palm was deleted on one program and changed on another. The changed record will be retained in both programs. Cause: This message will appear if you deleted the record on the Palm and did not select to save an archive copy on the PC and modified the same record in PracticeMaster. |
|
Error reading PracticeMaster Related Party file: User 'User ID' does not have browse access rights for this file. Cause: The user that was logged in when the Palm
Synchronization Setup
was run does not have browse access rights for the PracticeMaster file. |
|
The following record could not be added/updated/deleted to
PracticeMaster: Cause: The user that was logged in when the Palm
Synchronization Setup was run does not have add/change/delete
access rights for the PracticeMaster Calendar file. The record will not be added/changed/deleted
in PracticeMaster but will be retained on the Palm. |
|
Active user limit reached or user has no access rights. Sync Denied. Cause: The user that was logged in when the Palm
Synchronization
Setup was run does not have access rights to PracticeMaster or the Active User
Limit has been reached. |
|
The following record could not be updated in PracticeMaster: Cause: A Palm field is mapped to a PracticeMaster field that was deleted. The change remains in the Palm record and the PracticeMaster record is not updated. |
|
The following record could not be updated in PracticeMaster: Cause: A Palm field is mapped to a required PracticeMaster field and the information in the Palm field was deleted. In this situation, the information in the PracticeMaster record remains unchanged and is inserted back into the Palm record. |
|
The following record could not be updated in PracticeMaster: Cause: A Palm field is mapped to a lookup field in PracticeMaster and the value in the Palm field is not a valid lookup value. The information in the PracticeMaster record remains unchanged and is inserted back into the Palm record. |
|
The following record could not be updated in PracticeMaster: Cause: The information entered into the Palm field is out of the valid range of values for the PracticeMaster field. The information in the PracticeMaster record remains unchanged and is inserted back into the Palm record. |
|
The following record could not be updated in PracticeMaster: Cause: The information entered into the Palm field is in an invalid format or contains invalid characters. The information in the PracticeMaster record remains unchanged and is inserted back into the Palm record. |
|
User <User ID> not found in System Configuration. This user ID must be added before the data can be synchronized. Cause: The User ID that was logged in when Palm Synchronization Setup was run for this Palm was deleted. In order to successfully synchronize, the user must be added back into the system through System Configuration or the Palm Synchronization Setup must be rerun for this Palm using a different logged in user. |
|
PracticeMaster Palm Sync could not be started. Try again later. Cause: An exclusive task was being performed when the HotSync was started. Palm cannot be synchronized with PracticeMaster when an exclusive task is being performed. HotSync when the task is complete. |
|
Advanced filtering disabled due to an invalid expression. Cause: A filter was created in the Palm Synchronization Preferences. A field that was part of this filter was deleted in PracticeMaster. |
THE INFORMATION PROVIDED IN THE SOFTWARE TECHNOLOGY, INC. KNOWLEDGE BASE IS PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND. SOFTWARE TECHNOLOGY, INC. DISCLAIMS ALL WARRANTIES, EITHER EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. IN NO EVENT SHALL SOFTWARE TECHNOLOGY, INC. OR ITS SUPPLIERS BE LIABLE FOR ANY DAMAGES WHATSOEVER INCLUDING DIRECT, INDIRECT, INCIDENTAL, CONSEQUENTIAL, LOSS OF BUSINESS PROFITS OR SPECIAL DAMAGES, EVEN IF SOFTWARE TECHNOLOGY, INC. OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES SO THE FOREGOING LIMITATION MAY NOT APPLY.
© 1999-2003 Software Technology, Inc. All rights
reserved.
Knowledge Base: http://support.Tabs3.com
Web Site: http://www.Tabs3.com