Windows XP – Advanced HotSync Troubleshooting

Article ID: 28618 from Palm Knowledge Base – this is copied for your convenience – find the original article here.

Windows XP presents unique situations for many applications, including the synchronization software for our devices (HotSync Manager). Sometimes it requires a little extra work to get it working correctly.

But first …

Did you try the other troubleshooting steps in our general HotSync troubleshooting article? You may have been referred to this article from that one. Be sure you’ve tried our “general” troubleshooting steps before proceeding to these Windows XP specific steps.

Windows XP part 1: Check the Device Manager

First, we are going to find out if the device called “Palm OS Handheld Device” or “Handspring Handheld” is causing HotSync difficulties.

From the Windows Start menu, right-click on My Computer. Then, select Properties from the pop-up menu.
In the System Properties window, click on the Hardware tab and then the Device Manager button.
In the list, you may see an entry for Palm OS Handheld Devices, or Handspring Handheld. This item is not supposed to be there unless your PC is actively connecting with your handheld via USB (i.e. you’re performing a HotSync operation at that moment). If you see this entry, click on the plus sign [+] to expand the entry.
You should see Palm USB, or Handspring USB, listed below Palm OS Handheld Devices or Handspring Handheld. Right click on the USB item, and select Uninstall from the menu that appears.
A confirmation window will appear. Click on OK.
Attempt a HotSync operation. If it doesn’t work (especially if it times out), attempt the HotSync operation one more time.

Didn’t work?

Now that we’ve determined that the problem doesn’t stem from the USB entry in the Device Manager, move on to Windows XP HotSync troubleshooting, part 2.

Windows XP part 2: Help Windows build the device driver

If a HotSync operation starts but fails, it might be because Windows XP is not automatically building the USB driver properly for your cradle or cable. You may need to direct it exactly where to go.

Attempt another HotSync operation. You should get a screen that says “Welcome to the Found New Hardware Wizard.” You may only see a yellow note floating over the System Tray. Right-click on this note, and it should pop up the main Found New Hardware Wizard window.
Quickly select the button that says “Install from a list or specific location (Advanced).” If you do not see this window, you may need to reinstall the Palm Desktop software and delete the OEM files related to it. Skip ahead to Windows XP troubleshooting (part 3), then come back to this step to proceed.
In the next window, select “Don’t search. I will choose the driver to install.” Then click the Next button.
In the next window, click the “Have Disk” button.
In the “Install from Disk” screen, select Browse…
You will be presented with the Locate File window. From the Look In pulldown menu, navigate to C:\Program Files\palmOne\Drivers or c:\Program Files\Palm\Drivers or c:\Program Files\Handspring\Drivers (your path might be different if you chose to custom install the software).
You should see a “PalmUsb” or “VisorUsb” file listed. Even if you do not see it, click the Open button.
Back in the Found New Hardware Wizard window, click the Next button.
Wait a few seconds for the driver to be installed.
Click the Finish button on the Found New Hardware Wizard.
By now, your handheld will have timed out, but that’s okay. Attempt another HotSync operation.

Didn’t work?

Next, proceed to Windows XP HotSync troubleshooting, part 3.

Windows XP part 3: Delete OEM files

If your USB cradle drivers won’t “catch” onto your Windows XP system, you may need to track down and eliminate a few files that are purposely left behind after a standard uninstall. These are called Original Equipment Manufacturer (OEM) files.

Uninstall Palm Desktop. Then return to this article and proceed. Keep in mind, after the uninstall, the Palm or Handspring folder with your user data will remain on your hard drive. Do not delete this folder unless you want to lose all your personal data.
If you want to be extra safe, create a Windows XP Restore Point now. From the Windows Start menu, select Programs, then Accessories, then System Tools, then System Restore and choose Create Restore point. This might take a minute, but it’s good thing to do becase it gives Windows a point to retreat to if something goes awry.
From the Windows Start menu, select Start and then Run.
In the space provided, enter INF.
The INF folder should appear. If it does not appear, you may have to loosen viewing permissions. From the Tools menu, select Folder Options and then View. The INF folder shows a long list of files in alphabetical order. Scroll down the list until you get to files beginning with the letter “O.”
You will probably see several “OEM” and “OEM.inf” files followed by numbers. Start at the highest numbered file and double-click on each file in turn. Don’t click on the “OEM.pnf” files. When you click on it, any normal OEM file will be opened automatically in Windows Notepad. In the opened file, scan for the words “Palm” or “Handspring” or “VisorUsb.inf”.
Close the Windows Notepad application.
In the INF folder, select both the OEM (and/or OEM.inf) and the OEM.pnf file in which you found the mention of “Palm” or “Handspring” or “VisorUsb.inf”.
Delete the selected files. Warning: Do not delete any other OEM files except the ones you found above.

Be sure to sift through and delete all OEM files that mention “Palm” or “Handspring” or “VisorUsb.inf”. They can appear in multiple OEM files. But be careful not to delete anything else, as mentioned above.
Reinstall the latest version of Palm Desktop. Do not un-install previous versions of Palm Desktop. If you have an existing version of Palm Desktop on your PC, leave it as-is, and install this version on top of it. For the best experience, restart your PC and quit all running applications before installing this software.
Attempt a HotSync operation.