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Sony Clié

The Clié is Sony's line of Palm Pilots

Gripes below: New User Experiences,  Read This First Manual, Installing windows software, Date Book, Palm Desktop, Intellisync, Hotsync Manager,  Freezes,  Other Gripes, Questions, FYI

Crash

January 19, 2004. The Palm OS crashed. The error was:

      Memory Mgr.c  Line: 4365  NULL handle 

There was a RESET button on the screen, but clicking it did nothing. 

New User Experiences

In February 2002, I purchased a Sony Clié model PEG-S320. It runs the Palm OS version 4.0S and comes with 8 meg of memory. This was my first Palm Pilot and I had hoped to use it mostly for reminders of things to do, places to go and pills to take. In Palm Pilot terms, this is the Date Book application.  At first I thought the machine was terrible at reminders. It's not however as bad as I thought, but it could be better.  The first thing I noticed was that when running on batteries, the machine turns itself off after a minute or two. How can it beep to remind me of something when it's off? I read the entire 55 page introductory manual and was sure I had wasted my money. Then it occurred to me to test it and, lo and behold, the Clié wakes itself up to beep the reminder. Who knew? You'd think that somewhere in the 55 page book this important (to me at least) and non-intuitive fact might be mentioned.  Then there is the alarm itself. It's short. Too short. You can customize it to be one of a handful of sounds, but they are all short (the date book is version 4.05 from 2001). To be more useful as a reminder tool, the alarm should ring until it is manually turned off. As it is, a short loud noise can cause the alarm not to be heard. A cough, a passing bus, a loud TV commercial and the appointment is missed.  Palm Pilot experts are no doubt thinking that the alarm sound repeats. Yes it does, but I stumbled across this later by accident. It was not obvious and not mentioned in the introductory manual. Turns out it can beep every minute for a couple minutes. This is not an attribute however of the individual entry in the Date Book and it's a bit confusing where you specify this.

To be able to depend on any Palm Pilot device, you have to be able to back up all its data. The PDA can be lost, stolen, broken or lose its memory for any number of reasons. This PDA came with two programs that back up PDA data to Windows and they both have been problematical. Hotsync Manager backs it up to Palm PIM software that runs under Windows. It is missing a crucial option to perform the sync operation correctly. Intellisync Lite backs it up to Outlook. I spent much time and effort struggling to get the sync process working at all. So far (March 15,2002), I've failed. 

Another gripe is that glare on the screen makes it very hard to read. I played with the contrast, but this does not solve the glare problem. It's easier to tell when I need a shave, then when my next appointment is. Sony makes monitors with anti-glare coating, they should do the same on their Cliés. 

Read This First Manual

This is the name of the manual that you are supposed to read first. The manual is dated 2001 and is identified as 4-655-816-11(1) in the upper right corner. 

This manual is not very well written. There are more than a few lapses in English and editing, things could be explained better and the worst problem is that it uses terms without defining them. This is a major blunder when writing an introduction to a topic and this manual commits this sin many times. It makes for frustrating reading. 

Here is a quote from page 2: If you have question about this product, call the Sony Customer Information Center at keep on next line 1-877-760-7669; I can only assume, no one read it after it was written. 

Page 2 says to record the serial number which can be found "at the rear of the product." Problem is there are two numbers there. The one near the UL symbol is in the format 9-999-999-99. The one under the bar code looks like 99999999-9999999. I have no idea which is the serial number. 

On page 11 it says that the Windows software requires 128 MB or more of available hard disk space. In my experience, it used much less, but I did not install all the optional software. It also says "We don't support Macintosh computer." 

Page 15 says to remove the protective cover when attaching the Clié to the AC adapter or to the computer via the USB port. It doesn't say why and it works fine with the cover on. 

The book mentions a couple Sony applications called MS Gate and MS Autorun. These have to do with using the memory stick. Considering Sony makes PCs they should know that MS is a common abbreviation for Microsoft. I found this confusing because the book does not spell out initially what MS stands for. 

The tip on viewing the manuals on page 20 is wrong. 

Page 22 discusses charging the Clié before using it. The first time I plugged my Clié into the AC adapter to charge it, the display said "Palm Powered" for a second or two. The manual did not say this would happen. It did say that when the AC adapter is connected, charging starts automatically and the battery icon on the screen will change. This is wrong, there is no battery icon on the screen when the Clié is turned off. The same page warns that if the battery runs out of power, all the data stored on the Clié will be wiped out. Okay, this is bad. So tell me how I will know when this is about to happen. No advice is offered. 

Page 34 discusses the first Hotsync operation. It does not say if the PC should be on or off when connecting the USB cable. Likewise, it does not say if the Clié should be on or off when connecting it to the USB cable. These are the sort of things a first time user needs to know. It also does not say if the Palm desktop software should be running or not. The full 233 page operations manual also says nothing about this.

The manual said that during the first Hotsync a USB driver install wizard will appear. If this happened to me, it went by so fast that I could not see it. The USB port had never been used before on this computer so it's likely a driver would have been needed. 

All references to reading the Adobe Acrobat manuals on the CD-ROM talk about the Adobe Acrobat Reader version 5. The manuals can be read with version 4 of the Acrobat Reader, there is no need to install version 5 if you have version 4.

Nowhere did the book mention how long the battery can be expected to last between charges. 

Installing Windows Software

The Sony software CD-ROM is version 1.0. The Windows software is called the Palm Desktop for Clié version 3.1.2. I installed it under Windows 98 SE. 

My second installation problem is shown on the left (click image for full size screen shot). This question came out of left field; it was not mentioned in the Read This First manual. This message does not provide much of a clue about just what Mail setup is. I assume it's E-mail. I opted to do it later when I figure out what it is. The instructions for configuring it later are wrong. Instead of a "Palm Desktop" folder there is a "Sony Handheld" folder.

The Read This First manual failed to mention that installing the Palm desktop software installs a Hotsync manager program (v4.0) that runs automatically at boot time (you can configure it to not run at boot time). In addition to an icon for the PIM software, two other icons were created on the Windows desktop. One is something called SPE that lets you copy pictures from a Sony movie to the Clié. The other is a local web page that starts the registration process, which I skipped during the software install. 

Date Book

I configured my Date Book day to go from 9AM to 11PM a range that does not fit on a single screen. As a result, seeing all my entries for a given day typically requires scrolling. I find this very annoying, especially because there is no good reason for it. The need to scroll results from the fact that the designers of the Date Book application (version 4.05) chose to display all hours, even empty ones. My gripe is that it should compress consecutive empty hours to make it more likely that all appointments can be displayed at once. For example, if there are no Date Book entries from 1PM to 7PM, then it should display this as a single blank line labeled 1-7, rather than seven blank lines. Then the user could see the entry for noon next to the entry for 8PM on the same screen. A click on the "1-7" label could uncompress it back to seven blank lines. (February 18, 2002) 
Update: Turns out there is an option to compress the display of a days events. Under Options, there is a Display Options choice which includes a Compress Day View option. So far, it does appear to compress the display so that it fits on a single screen where possible. The only problem is that the display does not identify AM vs. PM. This combined with the fact that the compressed view completely omits some (not all) blank time periods makes it difficult to determine, at times, whether an entry is AM or PM.  (February 21, 2002)   

Reminders can be missed. Even if the Datebook beeps every minute for a couple minutes (and its not obvious how to configure this), if the user never acknowledges the reminder, the machine turns itself off. This is disgraceful design. It should never turn itself off while there is an un-acknowledged reminder. One trip to the bathroom would be enough to have the machine turn itself on, beep, beep again and then turn itself off. 

There should be an option to escalate the alarm sound. That is, initially the alarm should be somewhat quiet and as time goes on and the alarm is not responded to, it should get progressively louder. Cellphones can do this and it would let you use the Palm Pilot as an alarm clock in addition to making it more likely that an alarm would be heard. 

When reminded of an appointment there is a snooze option/button. The software does not say how long the snooze interval is and there is no option (that I could find at least) for setting the snooze interval. I even read the manual (233 page Operating Instructions dated 8/24/2001) but there was no mention of snoozing at all, let alone adjusting the interval. 

The date book application does not display the current date/time which I would find useful, especially when dealing with today's appointments. 

Palm Desktop 

Palm Desktop for Clié version 3.1.2 under Windows 2000 SP2.

February 21, 2002. The alarm feature in the Date Book application does not work. I entered an event and set up the alarm. The alarm never went off. No ring, no message, no nothing. I tried it a few times and never got a single alarm. 

March 8, 2002. On a computer with Microsoft Outlook, the Sony software installation process installs the Palm Desktop software even though I said during the install that I want to synch with Outlook, not with the PIM included in the Palm Desktop software. Intellisync documentation says that it needs it. Ugh. 

March 13, 2002. On a computer with a screen resolution of 800x600 (possibly on others too) you can no see an entire day at once in the date book application. There are no options at all for changing the day view so that it can be compressed. 

Palm Desktop for Clié version 4.0.1 under Windows 2000 SP3.

October 26, 2002. The Datebook synch process produced an error:

"A record from 3/12/2002 was modified on both the Palm Desktop and handheld. Both versions were copied to the Palm desktop and the handheld."

Looking on the Clié, there were no entries at all in the Datebook on March 12, 2002. The Palm desktop software, likewise had no entries for that date. Then an inspiration. The date in the message is not March 12th, instead it is December 3rd! Sure enough both the Clié and the Datebook had duplicate entries on that date. 

How this happened in the first place I have no idea. The Clié had been synched a few times before to the Palm Desktop software. The appointment with the problem is one that recurs weekly and its schedule has not changed in a long time.

November 7, 2002. The software was installed while logged on as user1 (the names have been changed to protect the innocent). When user1 logs off and user2 logs on (without a reboot in-between), the software fails to start. Forget work, it won't even start up. The error message is:  "Error: Invalid Configuration. Terminating the Palm Desktop". I have no solution to this.  
Update: A reader of this web site had the same experience and said you have to install the software, while logged in as each user, for each user. There is an item about this on the Tek-Tips web site. November 22, 2002. 

Intellisync Software

March 7, 2002. Intellisync Lite software is from PumaTech and is used to sync the Sony Clié to Microsoft Outlook (in my case) and a couple other Windows PIM programs. My problems are with Intellisync Lite version 4.00.00 under Windows 2000 SP2 with Microsoft Outlook 2000. 

I could not get the Intellisync software to run at all. Considering that Intellisync is at version 4 and Outlook is such a popular program, it's brutally disappointing that the software can't even be installed.  

My initial gripe was with the readme file that says "Intellisync is not supported on Windows NTFS compressed drives." NTFS has compressed files, folders and drives. In the case where some files or some folders are compressed, but the entire drive is not, it's not at all clear whether Intellisync is supported. And just what is meant by "not supported"?  

Just after installing the Intellisync software, the window on the right pops up out of nowhere. There is no explanation of the purpose of this window. It is displayed after the readme file, which failed to mention it. Later experiences revealed that this is the Intellisync Configuration dialog box. 

Selecting any of the applications results in a Chose Translator window shown here on the right. I read the documentation and tried to set things up to work with Microsoft Outlook.   Selecting MS Outlook in this window activates the Browse button. The folder name field is grayed out, I can not type in a folder name (not that I have any clue what the Outlook folder is anyway).   I can also not simply click on the OK button, that results in an error message that "The file or database name associated with MS Outlook is missing, invalid or points to a file of zero length. Use the Browse button to locate the file or database you wish to use with this application".   The Intellisync help says this on the subject: "There are no files associated with Outlook. Therefore, you are not required to specify an Outlook file when configuring an operation. However, you are required to select one or more Outlook folders before leaving the Choose Translator dialog box. This is done in the Choose Folders dialog box, which is opened by clicking on the Browse button."

I can take a hint. I click on the Browse button. Of course, there is no browse function. Instead, I get the window shown here on the right. The Add button is grayed out. I tried this for all four applications and it was grayed out in each case. First dilemma: I can't type in a folder name and can't browse to select a folder.  Second dilemma: What folder does it want from Outlook anyway?

Now, when I really need the Help files, but there are none. Clicking on the Help button in the Choose Contacts Folders window resulted in this error.

I could just scream.

With no choices, I'm forced to click on the OK button in the initial window. It doesn't like that either, producing this error:

Off to technical support hell . . . 

March 8, 2002 

• The Operating Instructions manual for the Sony Clié says nothing about installing the Intellisync software.  
• On the Sony technical support web site: 
• There are no software updates for Intellisync
• The section for looking up common errors and messages had nothing on my problem. 
• There were no Frequently Asked Questions relating to my problem. 
• I typed a question into the Sony KB of "Intellisync". No relevant items were returned. 
• The Intellisync user guide provided no help on my problem.
• The Intellisync Help file provided no help after looking for all occurrences of "outlook" 
• I never made it to the Intellisync tech support web site because  

I found something in the Intellisync Help file after all. The symptoms were not a match, but this "You may receive a GPF while browsing for a folder" in the problem description made me take a look. At the end of the problem is says "You should now be able to browse for and synchronize your Outlook folders" so I read the problem and solution in detail. It related to a file called mapi.dll. There are good mapi files and bad ones, at least to Intellisync. Here is the exact item from the Help file.

The computer has Netscape Communicator v4.77 installed and is running Windows 2000 SP2 and Outlook 2000.  I did have a simple mapi file in the Windows 2000 system folder  C:\WINNT\system32. It appeared to be the same as an nsmapi32.dll which is from Netscape. Both were 67K and dated 3/26/2001. Elsewhere on the C disk was a larger map32.dll file. It was  from Microsoft Exchange service pack 3, was 128K and dated 12/7/1999. It said it was a full mapi dll. 

The problem solution above is wrong about three things though. The mapi.dll being over 500KB in size and the symptoms (I got not GPF errror). Also, it says to re-install Outlook. I fixed the problem without re-installing but just copying and renaming the mapi files. 

This enabled me to browse to Outlook folders and configure Intellisync to use Outlook. Yippee. Hopefully, it caused no damage to either Outlook, Netscape Messenger (my email program) or any other software on my computer. 

March 8, 2002. However, when I tried to run the first synch, it didn't work. 

Then it asked if I wanted to create a new account.  Why it thinks it is doing a network HotSync beats me. The Clié is connected to the USB port and HotSync manager (v4.0) is set up for local USB. When I clicked on Cancel, the synch process died right there. Clicking on OK resulted in a password prompt.

It may not be relevant, but when I try to view the log for the HotSync Manager, it says the file is not found and it is looking in a directory called "Michae" even though the user name I have been using is "Michael". 

This may also not be relevant, but poking around in the C:\Program Files\ISCLIE folder I found a file called PtTrace.log which is a Puma Technology Log file. The first few lines are shown below, the rest of the file is just more errors like the ones shown here. 

At the Intellisync tech support web site, they have an item about whether Outlook 2000 is supported. The item has not been updated in over 2 years. I search for "password" to see all support items relating to passwords. There are 32 of them, none with any relevance.  I submitted a question to them via a form on their web site. 

It's not clear who provides support for Intellisync, Sony or Puma Tech. Then again, the actual error is from HotSync Manager, a Palm product, not a Puma Tech product. 

I also try to submit a question to Sony on their tech support web site but it's broken. After filling out all the information and clicking on the Send Email button, it returns: 

I email the Sony webmaster. Hoping it was a fluke, I entered all the data and my question again and ten minutes later tried again to send the question. It failed exactly the same way. What a disaster this has been. 

March 11, 2002

PumaTech responds to my question very quickly. They says it's not their problem, that Sony provides technical support for Intellisync Lite. I asked Sony about the problem today, their web site is now working. The Sony webmaster never responded to my email about their broken web site. 

March 16, 2002: After four days and no response from Sony technical support, I ask the same question again.  

March 19, 2002: I get an email reply from Sony. It's useless. There is no word that person typed in the message. Instead, its a cut/paste of a couple tech support items. The first is about how to do a hard reset. This is the equivalent of re-installing Windows. The second is about how to sync with Outlook. Lots of words, no information. I think this reply is to the first message, not the second. 

April 2, 2002. Another email from Sony. Well, not exactly another. It is the same as the last one. It seems that the Sony tech support people have an item in their database called "How to synchronize with Outlook" and no matter what anyone says about a problem, if it has to do with Outlook, they send the person this article. In my case the article is useless. 

Sony is wearing me down. . . . I give up. I never got it to work. 

FYI: A reader of this page wrote to say that Intellisync Lite can deal with only one contacts folder in Outlook. The regular version of Intellisync handles about a dozen subfolders. If you have more than that, you'll get garbage when you sync with a Clie. There are no plans for a fix and he does not know of any software to sync with a Palm Pilot if Outlook has many subfolders. April 18, 2002. 

Hotsync Manager

The Hotsync Manager v4.0 software is from Palm and is used to sync a Palm Pilot or Sony Clié to the Palm PIM software that runs under Windows. In my case it syncs with the Palm Desktop for Clié software version 3.1.2. 

Aril 24, 2003. Total failure trying to sync the Clié to my computer. Windows 2000 SP3. The same Clié has synched to the same computer multiple times before. To make a long story short, this was not a Clié issue. Here is the long story: 

Windows would not see the Clié on the USB port. It started out finding new hardware. However that automatic installation of the driver failed, as shown here, with the message "a function driver was not specified for this device instance".  

 Neither Clié manual says anything about USB drivers for the Clié. Using device manager, I uninstalled the USB device, shut down the Palm Desktop for Clié software and unplugged the Clié. Starting all over produced the same results. 

I tried pointing the new hardware wizard to the Sony software CD in the hopes that the required USB drivers were there. No luck.  

I tried another known good USB device and Windows 2000 also failed to recognize it. This was not a Clié issue but a USB port issue. 

I rebooted and tried two known good USB devices (neither the Clié). Still no luck. All the time, my USB based keyboard worked just fine, plugged into the other USB Port. I uninstalled the non-working USB device from Device Manager and rebooted again. 

This time I noticed that even without any device plugged into the second USB port, the system still found new hardware at boot time and the install of it failed (the same messages shown above). Quite puzzling since the USB connected keyboard still worked fine, as did the mouse which is part of the keyboard. I have no idea what device Windows thought it found while booting - the second USB port was empty. This might have been happening before, I usually don't stare at the computer as it boots. 

The system logs showed an error trying to unload the registry. Thinking the problem might be unique to one userid, I logged on as a different admin class user. No change. 

Back to ground zero. I unplugged the USB keyboard, turned off the computer, booted again and logged on as the second user. Finally, all the USB devices worked correctly (including the Clié, but excluding the keyboard). The keyboard had been working for weeks, in fact it continued to work while the other devices didn't. For whatever reason, its presence started causing problems for all devices using the other USB port. 

Why, all of sudden, these problems with the USB port? Beats me. For now, the USB keyboard is collecting dust. 

The first time I did a sync of the Sony Clié to the Palm Desktop windows software under Windows 2000 SP2, there was an error: "The Palm Desktop does not support events before 1970."  It moved the offending event to 1970, but did not provide enough information for me to know which event it did not like. Since I bought the Clié in February of 2002, it's hard to imagine why it thought there was an event in the date book from before 1970. (March 13, 2002) 
Update: I saw this same error with someone else's Palm Pilot and it might be due to the timezone on the PC being set incorrectly. July 2, 2004. 

March 16, 2002: The second time I did a sync of the Sony Clié to the Palm Desktop windows software under Windows 2000 there was an error message in the log regarding the sync of the Datebook: 

In English, this means that an event in the Datebook (called a record in the error message) had been changed both on the Clié (referred to as a platform in the message) and the Windows PIM software. The Hotsync Manager program should be configurable to assume that one end of the synch has the most recent data and use that.

October 6, 2002. On the same computer described above, that synchs fine with a Clié PEG-S320, I tried to synch a Clié PEG-S360. No go. Windows treated this newer model Clié as a new device and started to install drivers for it. However, there were no drivers to be had. Not in Windows 2000 or on the software CD-ROM that came with the S360. 

Next I tried to synch the Clié S360 on another computer running Windows 2000 SP3 and the Palm Desktop for Clié version 4.0.1 and Intellisync Lite v4.0. This worked. However, during the first synch, it asked for the password of the Clié. The machine had a password defined, but none of the security options was in effect. Also, the manual said nothing about being prompted for a password. 

The Palm Desktop for Clié 4.0.1 supports multiple users. I created a new user before synching a second Clié with the same software instance. Instead of using the new user, I was prompted for yet another new user name, which it did use. The new user created before the synch process was ignored.   

December 3, 2002. Hotsync Manager v4.0.1 under Windows 2000 SP3. A Date Book synch of an S320 Clié resulted in two repeat error messages, both of which are wrong. The first error was:  

  The following record was modified on both the Palm Desktop and the handheld:
  EventNameWasHere, 3/12/2002, 1:30pm
  Both versions of this record were copied to the Palm Desktop and the handheld. 
  Delete the unwanted record and perform a HotSync operation again.

There was no such event for either December 3, 2002 or for March 12, 2002 in either the Palm date book on the computer or on the Clié. It was a repeating event, scheduled for once a week and later instances on the Palm date book on the computer had multiple entries. I deleted each of the duplicate scheduled repeating events on the computer. Likewise the Clié also had future duplicate entries for this event. I deleted all but one. 

The second error was: 
  The Palm Desktop does not support events before 1970. The following event was moved to 1970:
 l, 12/31/1970, Untimed
This is a mystery as I have never scheduled any date prior to 2002 when the Clié was first purchased.  

Freezes

March 20, 2002. A new problem, it freezes. 

Three times today, the Clié hung after an alarm went off. That is, on the screen that tells you about the event are three buttons. Clicking on any of the buttons did nothing. Clicking on the button for the main menu did nothing. Clicking on any of the buttons, pressing the four real buttons at the bottom, all did nothing. Even pressing on the power switch did nothing. Eventually, I pressed on the power switch for about 10 seconds straight and that turn off the machine.   

Other Gripes

The cover for the Clié is attached at the top. As a result it often slides to the left or right, exposing the face. It would be preferable if the cover were attached along the left or right side. This way, not only would it slide around as much, it also would not block access to the pointing stick.

October 27, 2002. We set our clocks back an hour today. The Clié needed to be adjusted manually. Of course, you don't know this until an alarm rings and the time is off by an hour. 

November 7, 2002. Installing the Palm Desktop for Clié v4.0.1 does not install any manuals. The CD-ROM that came with the Clié has seven manuals in Adobe Acrobat format. 

Questions

After reading the Read This First manual, I had the following questions: 

• The Clié came with 8 meg of ram. How can you tell how much is being used and what it is being used for? 
• Can you arrange applications in the main application launcher window so that the ones you use the most can be accessed without scrolling? 
• When I installed the Palm Desktop v3.1.2 for Clié software under Windows 2000 it installed Sony PDA USB switcher software. When I installed the same software on another computer under Windows 98 SE, the USB switcher software was not installed. Why? What does it do? There is only one mention of the USB switcher software in the 230 page Operating Instructions Manual and it does not explain anything about what the software is or does. (Note: during another install of the same Palm Desktop software under Windows 2000 I opted for a custom install. This provided an option to install the USB switcher. The description provided at install time said that it makes Palm Desktop for Clié capable of syncing with the PEG-S300 and the PEG-N710C. March 7, 2002) 

FYI

The main Sony Clié web site is www.sony.com/clie. Software for Palm Pilots can also be downloaded at Palm's web site. The tech support page for this particular model is www.ita.sel.sony.com/support/clie/s320/ 

CNet gave this Clié a good write-up in August 2001. 

Contributors at Epinions.com also like it. I contributed my two cents on this Clié to Epinions.com. 

Palm m500 and m505 units have been having problems synching via USB. Ed Foster wrote about this in his Gripe Line column in the March 11, 2002 issue of InfoWorld magazine. The problem has been called SUDS, Suddenly USB Doesn't Sync. Perhaps the biggest gripe is not the problem itself, but the response from Palm which is categorized as "parsimonious with answers". Apparently the problem only effects the m500 and m505 Palms, it does not occur on Sony Clié models. 

Walter Mossberg in the Wall Street Journal wrote on March 28, 2002 about the m500 and m505. He said that Palm received a rash of complaints that these models had stopped synching. The company says it traced the problem to a new design for the cradles used to recharge and synchronize the devices, and to a small group of users in colder climates where dry indoor heat had increased static electricity. He linked to a Palm discussion of the problem. 

Palm reading in XP. Brian Livingston. InfoWorld magazine. June 24, 2002. The article discusses problems synchronizing a Palm Pilot and a Sony  Clié using the PalmConnect USB Kit under Windows XP. He also links to a Sony tech support article about problems with Windows XP. It says nothing about Windows 2000 which is the OS under which I could not synchronize. 

Suggestions from readers of this site: BigClock, an enhanced alarm clock that can be downloaded for free at www.palmgear.com. The book How to do Everything with your Palm Handheld.  Discussion forums at  Brighthand let you communicate with other handheld owners. (February 17, 2003)