If you are having problems with your Sync for Palm OS® installation or synchronization, the following troubleshooting FAQs should help you.

 

Q1. I am having problems synchronizing between Share360 and my Palm OS® device.

You may be encountering the following errors: URL is invalid. You may have entered the wrong URL. Please confirm that you have the correct URL to Share360. Proxy setting is invalid. You may have entered the wrong Proxy server. Please enter correct server name. Memory is low. You might not have sufficient memory to run all your applications. Please close other applications running on your PC and try again. Failed to initialize the data library. The data library may have been corrupted. Please reinstall the application on Windows, or try using a different computer. Cannot access to the URL. The server may not be on-line, or the URL may not exist. Please confirm that you can access the URL from your browser. Cannot connect to the proxy server. Proxy server may not be operating or the proxy port may be incorrect. Please confirm that you have entered the port correctly. Cannot identify the user. You can use Share360 Sync for Palm OS® with Share360 or Office 4, but you cannot use Share360 Sync for Palm OS® with Cybozu Office 3. Please check the version of your products to make sure they are compatible. Cannot connect to the server. The server may be inoperable, or you may have entered the wrong server name. Please check if you can access the server from a browser. Web Server Authentication required. Web server requires user authentication. Share360 Sync for Palm OS® only corresponds to "Basic Authentication". For more information about Web sever authentication setting, please ask your Web server administrator. Https is not supported. Share360 Sync for Palm OS® does not support the https protocol.

Q2. I cannot browse annything in HotSync® and cannot move to other tabs.

If there is any trouble with the network, it may take a minute for everything to refresh. Please be patient.

 

Q3. I cannot browse my Share360 settings.

If the "Address Field Setting for HotSync Action" does not show any fields in the list box. HotSync was not able to import Field information from the server. Please check the server setting in Login Setting tab.

 

Q4. What do the errors in the log file mean?

Memory is running short. You have a shortage of PC memory. Close other applications and try again. Failed to connect to the server. The server may not be running or server settings may be incorrect. Check the Basic Setting for Share360 Sync for Palm OS®. Failed to Login to Share360. You may have entered the wrong password. Please enter it again in Login setting. Failed to connect to handheld. If you use a cable connection, please confirm that the connector is connected and that the handheleds is sitting on it's cradle properly. If you use a modem connection, please check its networking status. Failed to initialize the user setting. Please see the System Requirements for Share360 Sync for Palm OS®. Access was denied by Web server The User authentication process has failed. Sync can't access your account in Share360. Please confirm with your Web server administrator about access privilege to Share360.

 

Q5. Some data did not synchronize

First check your sync Action settings. Make sure you have the seetings set to synchronize instead of checing Share360 overwrites handheld or vice versa. Also, please be aware that there are some data types that do not sync from Share360 with the Palm OS® handhelds: Schedule Weekly repeating schedules for weekdays more than one weekday. (i.e. repeating schedule on Mondays and Wednesdays) Weekly repeating schedules greater than one week apart. (i.e. every other week) Monthly repeating schedules greater than one month apart. (i.e. every other month) Yearly recurrent schedule. Daily/Weekly/Monthly repeating schedules, but some occurrences are changed. (However, the data changed in Palm handheld is synchronized with Share360 Schedule as new data.) Schedule out of the Time Period of set in HotSync Action for Share360 Scheduler. All Day Event Repeating schedules on every month ends Holiday data registered in Share360 Schedule ToDo List Information without ToDo Name Information that cannot be downloaded from Share360 ToDo List 4 to the PalmOS® handheld. ToDo History "Category" created in Share360 ToDo List. Address Book Private Addresses. Address that does not have corresponding field to required field in Share360 Address Book.

 

Q6. I still cannot figure out what is wrong with the synchronization.

Please keep copies of the logs. and we will try to solve the problems using the logs. 1. Click HotSync Manager icon in Task Bar, select Action Setting. 2. Select the corresponding conduit from the list, press [Change...] button. 3. Check the [Debug Log] on log tab, and press [OK]. 4. Synchronize the corresponding application. 5. User name directory is created in the directory for Palm Desktop. Under this directory, you can find the following directories s360_addr: Address Book s360_date: Schedule s360_mail: Mail s360_memo: Memo(Cybozu Bulletin Board) s360_todo: ToDo List The file "s360sync.log" in each directory will be referred to. (Example: C:\Palm\bozuman\s360_date\s360sync.log )

Q7. HotSync stops and freezes while synchronizing?

Are there other sync application installed? Other sync application may not be used with Share360. You need to use a copy of Share360 Sync for Palm OS®. Please refer to System Requirements for Share360 Sync for Palm OS®.