Troubleshooting Palm Conduit Synchronization

Last reviewed: 10/18/2010
Article ID: R10787

The information in this article applies to:

Note: This article pertains to the Palm Conduits provided with PracticeMaster, not the Tabs3 Palm Application or older Palm Applications.

SUMMARY

Palm Conduits are provided with PracticeMaster that integrate directly with the Palm's Contacts/Address Book, Calendar/Date Book and Tasks/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

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:

Conduits do not synchronize with Wireless Sync enabled

Some newer handhelds, such as the Treo 650 by Verizon Wireless, are now available with wireless synchronization capabilities for Tasks, Events, and Contacts. These handhelds usually require some extra configuration to allow other applications to synchronize with the Task, Events, and Contacts. The procedure for accomplishing this may vary depending on the specific type of handheld and service provider you have. See your product documentation for more information if the steps given here do not apply to your version of wireless synchronization software.

As an example, the Treo 650 by Verizon Wireless has wireless synchronization software that, by default, disables synchronizing with other applications through Palm Desktop. The following steps were taken from PalmOne's Support Knowledge Library, Solution ID 37678, which provides instructions on how to enable other applications such as PracticeMaster to synchronize with the handheld.

  1. On your smartphone, launch the Wireless Sync application.
  2. Press Menu.
  3. From the Setup menu, select Connection Settings.
  4. Check the box for enable other sync apps.

Wireless syncing capabilities are available through other software packages as well, such as Intellisync and GoodLink™. Most of these wireless solutions will also require enabling other applications to synchronize with the handheld. For more information, see your product documentation.

Duplicate records were created after Performing a HotSync

Duplicate Records Were Created in Both PracticeMaster and the Palm

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:

See also: KB Article R10995 - Selecting the Best Palm Conduit HotSync Action

Duplicate Records Were Created in Only the Palm

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 performing a HotSync.

You can correct this one of the following ways:

See also: KB Article R10995 - Selecting the Best Palm Conduit HotSync Action

Miscellaneous error messages

Error Cannot find c:\palm
Cause: The Palm Desktop software was installed by a user with insufficient network or local permissions.
Solution: 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).
 
Error Error explicitly loading HotSync.dll
Cause: The Palm Desktop software was installed by a user with insufficient network or local permissions.
Solution: 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).
 
Error (0xFFFFFFFF) occurred while attempting to register PMAddr conduit. Installation Failed.
Cause: Another version of the PracticeMaster conduits is installed.
Solution: Running SETUP.EXE from the program directory may resolve the issue. If the error still occurs, determine where the PracticeMaster conduits were originally installed from. For example, the PracticeMaster conduits were installed when using the trial software and were not uninstalled. Uninstall the conduits from the original location using the following procedure:
  1. Select Maintenance | Integration | Handheld Integration | Palm Synchronization Setup.
  2. Click Uninstall.
  3. In the Uninstall window, select all check boxes. Click Next.
  4. Click Finish.
The PracticeMaster conduits may now be installed in your current version.
 
Palm Conduits from a previous version of PracticeMaster are currently installed. You must uninstall these conduits before you HotSync with this version of PracticeMaster.
Cause: Another version of the PracticeMaster conduits has been detected and will be uninstalled.
Solution: Click OK. An Uninstall window will be displayed. Check boxes for the conduits that were previously installed will automatically be selected and cannot be changed. Click Next, then click Finish. The PracticeMaster conduits may now be installed.
 
Error occurred while attempting to copy PMPALM\PmAddr.dll to C:\Palm\PmAddr12.dll. Installation failed.
Cause: The conduit files are not in the correct location. The conduit files must reside in the PMPALM folder in the PracticeMaster program directory.
Solution: Reinstall the PracticeMaster Software, including System Configuration. See KB Article R11257 - How to Reinstall Tabs3 and PracticeMaster Version 15 Software.
 
A conflict in the installed conduits has been detected. This is caused when two different conduits are using the same PIM data type (e.g., Address Book vs. Contacts). To allow synchronization to proceed, use the HotSync Custom dialog to change one set of conduits to "Do Nothing".
Cause: Two sets of conduits that integrate Contacts/Address Book, Calendar/Date Book and Tasks/To Do List information are configured to "Synchronize the files" on the handheld instead of just one set being configured to do so.
Solution: Leave the PracticeMaster Conduits configured to "Synchronize the files" and change the other set to "Do Nothing" using the following procedure:
  1. With HotSync® Manager running click the HotSync Manager icon in your Windows system tray and select Custom.
  2. From the drop-down list, select the username you want to update.
  3. Double-click the Calendar (or Date Book) conduit currently set to synchronize and select Do Nothing.
  4. Select the Set as Default check box and click OK.
  5. Repeat steps 3 & 4 for the Contacts (or Address Book) and Tasks (or To Do List) conduits.
  6. Click Done.
You can now synchronize PracticeMaster data with your handheld.
Important PalmOne Desktop components are missing and prevent this handheld from synchronizing. Please download and install the PalmOne Desktop for your handheld from http://www.palmone.com/support before synchronizing.
Cause: This message will occur when attempting to sync with HotSync version 6.0 after the PracticeMaster conduits are installed. This message will only occur with Version 11.
Solution: PracticeMaster Version 14 and 12 with a release date of 3/15/05 or later is required in order for PracticeMaster to integrate with handheld devices using HotSync Version 6.0 or later (e.g., Tungsten T5 and Treo 650). To determine what version of HotSync Manager you are using, click the HotSync Manager icon in the system tray and select About.

HOTSYNC LOG Messages

The following is a list of messages that may be included in the Palm HotSync Log File. This file is named HOTSYNCLOG.HTM or HOTSYNC.LOG (depending on which version of HotSync is being used) and is located in the Palm user subdirectory of the Palm directory (e.g. C:\PALM\ROBERT). 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:

Contacts/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 Contacts/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:
<Name>
Error: RECORD NOT FOUND

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:
<RP Key>
Error: RP_Cat NOT FOUND

Cause: The Palm field in the Contacts/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:
<RP Key>
Error: RP_Cat: RP Category ???, RP Category

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:
<Name/RP Key>
Client_ID: PracticeMaster value NOT changed from <original value> to <modified value on the Palm>.
Inactive: PracticeMaster value NOT changed from <original value> to <modified value on the Palm>.
Secure_Client: PracticeMaster value NOT changed from <original value> to <modified value on the Palm>.
AOP: PracticeMaster value NOT changed from <original value> to <modified value on the Palm>.
RP_Key: PracticeMaster value NOT changed from <original value> to <modified value on the Palm>.

Cause: The Palm field in the Contacts/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.

Calendar/Date Book and Tasks/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.
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 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: Group Info: 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: Group Info: 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:
<Name>
Error: <Field ID>: Length is too long.

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:
<Name>
This record will be duplicated on each platform.
Delete the unwanted record and HotSync again.

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:
<Name>
The modified version will appear on both platforms.

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.
Note: To verify access rights for the PracticeMaster User ID, print an Access Profile List from System Configuration (Reports | Access Profile List).

The following record could not be added/updated/deleted to PracticeMaster:
<Date><Record description> / <Name>/RP Key
Error: User '<User ID>' does not have add/change/delete access rights for this file.

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.
Note: To verify access rights for the PracticeMaster User ID, print an Access Profile List from System Configuration (Reports | Access Profile List).

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.
Note: If the user is running a single-user version of PracticeMaster, then PracticeMaster must be closed prior to running a HotSync.

The following record could not be updated in PracticeMaster:
<Name>
Error: <PracticeMaster Field ID>: Field ID doesn't exist.

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:
<Name>
Error: <PracticeMaster Field ID>: Required field cannot be blank.

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:
<Name/RP Key>
Error: <PracticeMaster Field ID>: Not found in lookup file.

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:
<Name>
Error: <PracticeMaster Field ID>: Out of range. Value must be between <Minimum Value> and <Maximum Value>.

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:
<Name/RP Key>
Error: <PracticeMaster Field ID>: Invalid format or invalid characters.

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.

Connection Lost 6410
Error: PracticeMaster synchronize <events or tasks> failed

Cause: Presently unknown. Uninstalling and reinstalling the Palm Conduits corrects the problem in most cases.

References

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