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FAQ (Frequently Asked Questions):

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Top Questions:

  1. Why is the Lookup feature not working on BookBag Plus, VideoList Plus, or AudioList Plus?
  2. When will you support iPhone, iPod, Android, etc.?
  3. Will the software work webOS (Palm Pre and Pixi)?
  4. Will the software work on Windows Vista?
  5. Can I install the PC desktop software on additional computers?
  6. When I enter my registration code on the handheld, it says 'Your hotsync ID (or Owner Name) and registration code do not match'. What do I do?
  7. Data is not synced between the handheld and the PC software. What is wrong?
  8. On the PC, I get an error on startup of: 'Please download and intall MDAC' OR 'Runtime error 429 or 430'. What do I do?
  9. I have lost my registration code. How can I get another one?
  10. I am unable to download large files. Can I order a CD-ROM?
  11. I would like to have the software on CD for backup purposes. Can I order a CD-ROM?
  12. How do I backup my data files on the PC?
Downloading/Installing:
  1. I cannot open or install the file that I downloaded. What do I do?
  2. How do I install the software?
  3. I am unable to download large files. Can I order a CD-ROM?
  4. Can I install the PC desktop software on additional computers?
  5. I have a new PC. How can I setup the software on my new PC?
  6. Can I use a product on multiple handhelds?
  7. Can I setup the software for multiple handhelds on the same PC?
  8. How do I update the software?
  9. After installing the update, it is asking for my registration code again. What is wrong?
  10. I have a new handheld, and it is not syncing to PC desktop software anymore. What do I do?
  11. When downloading I see this message: 'The publisher could not be verified. Are you sure you want to run this software?'
  12. The installation program on the PC is getting stuck when 'Checking for previously installed components'. What do I do?
  13. When trying to run the installer, I get an error message: 'Could not initialize installation. File size expected=[number]. Size returned=[number]'. What is wrong?
Purchasing/Registration:
  1. How is the trial version different from the registered version?
  2. I just purchased a product. How do I get my registration code?
  3. When I enter my registration code, it says 'Your hotsync ID (or Owner Name or Device PIN) and registration code do not match'. What do I do?
  4. I have lost my registration code. How can I get another one?
  5. I installed a product on a new handheld/desktop and it's asking me for my registration code. Where can I find it?
  6. After installing the update, it is asking for my registration code again. What is wrong?
  7. Is your ordering process secure?
Error Messages:
  1. When I enter my registration code on the handheld, it says 'Your hotsync ID (or Owner Name) and registration code do not match'. What do I do?
  2. When trying to transfer data to my Windows Mobile device, I get an error message similar to: 'The remote device database [filename] could not be deleted. Please shutdown the application on the handheld and try again.' What is wrong?
  3. When trying to sync data to my Blackberry device, I get an error message similar to: 'Encountered an error during synchronization: (-2147467259)' What is wrong?
  4. On the PC, I get an error on startup of:
    'Please download and intall MDAC'
    'Runtime error 429, Active x component cannot create object'
    'Runtime error 430, Class does not support automation or does not support expected interface'
    'An error occurred while loading data source 1. ErrorCode = 430'
    What do I do?
  5. On the PC, when trying to install or start the application, I get a message about: 'Smart Sound Quick Tracks (SmartSound).' What is wrong?
  6. On my OS 5 handheld, I get an error message and the error code '(Sys 0505)(0,506)'. What is wrong?
  7. On the PC, I get an 'Error 53' or 'Error 76' message. What do I do?
  8. On the PC, I get an 'Error 5' message. What do I do?
  9. On the PC, I get an 'Error 62' message. What do I do?
  10. On the Palm OS handheld, I get an 'MemoryMgr.c, Line:4475, Invalid chunk ptr ' message. What do I do?
Other:
  1. Why am I not able to Find or search on my Blackberry device?
  2. Will the software work webOS (Palm Pre and Pixi)?
  3. Will the software work on Windows Vista?
  4. I would like to have the software on CD for backup purposes. Can I order a CD-ROM?
  5. How do I backup my data files on the PC?
  6. Data is not synced between the handheld and the PC software. What is wrong?
  7. I am a Mac user. Will you be creating desktop software for the Mac?
  8. Does your software support external memory/storage cards?
  9. Where are the data files located on my PC?
  10. How do I delete the software?
  11. On the handheld, one of the sort options does not appear to show all of my data correctly?
  12. In AudioList, the software hangs when I try to access FREEDB. What do I do?

Downloading/Installing:

  1. I cannot open or install the file that I downloaded. What do I do?
    The file downloaded will be either a .exe (executable) file or a .zip (compressed) file. PC users will want to download the .exe file, and then double-click the file after it is downloaded to launch the installer. Mac users, or those preferring to get a .zip file, will need to unzip the files into a temporary directory using a utility such as Winzip or Stuffit.
  2. How do I install the software?
    For the Plus version, PC users can simply launch the file on their PC by double-clicking after it has been downloaded. The installer will start the install process. For the Lite version, PC users can launch the file to start the installer if it is an .exe file, or if the file downloaded is a .zip file, unzip the contents into a temporary directory, then install the .PRC and .PDB files to the handheld using the Palm Desktop software or Palm Install tool.
  3. I am unable to download large files. Can I order a CD-ROM?
    We are unable to mail CDs.
  4. Can I install the PC desktop software on additional computers?
    Yes, the Plus version desktop software can be installed on multiple computers that sync to the handheld running a registered copy of the software. Run the full installer on these additional PCs. IMPORTANT: Be sure to select the option to NOT install the handheld data files during the install process to preserve the handheld data. The handheld data will then be copied to the PC after the 2nd hotsync.
  5. I have a new PC. How can I setup the software on my new PC?
    First, install the Palm Desktop software that came with your handheld and make sure the basic hotsync process is working on the new PC. Then, download the latest full installer for the product. Run the installer to install the software on the new PC. This only applies to Plus version users. IMPORTANT: Be sure to select the option to NOT install the handheld data files during the install process to preserve the handheld data. The handheld data will then be copied to the PC after the 2nd hotsync.
  6. Can I use a product on multiple handhelds?
    You will need to purchase a copy of the software for each handheld that you would like the software to run on. You can, however, install the PC desktop software on multiple PCs that your handheld syncs to, if you have registered the Plus version.
  7. Can I setup the software for multiple handhelds on the same PC?
    Due to the way our conduit works, you cannot setup multiple handhelds to sync to the SAME data on the PC. However, you can install the software a 2nd time, into another program directory, and setup a 2nd handheld to sync to it's own separate data files. The data files for each handheld will be kept separate on the PC, and two copies of the PC software will be on the PC - one for each handheld. To setup the software for a 2nd handheld with independent data, use this procedure:
    1. Backup the data on the existing copy of the software that is already on the PC using the File/Backup menu command
    2. Download the latest full installer for the software and start the installer
    3. You will be asked if you want to upgrade the existing sofware, click NO to install a 2nd full copy
    4. When asked about the program location, click Browse and change the folder name to something different (add the number '2' perhaps)
    5. When asked about the Startup Folder, change the folder name to something different (add the number '2' perhaps)
    6. When given the option to select to install handheld data files or not, select the option to INSTALL the handheld data files, since this is a new handheld
    7. When shown the hotsync user list, be sure to select the hotysnc username for the 2nd handheld, NOT the handheld that might already have the software installed
    8. Complete the installation and hotsync the 2nd handheld
  8. How do I update the software?
    The latest update for any product can be downloaded from any products' download page. For Plus versions, the update installer will update the PC and handheld software. For Lite version, only the new .PRC file needs to be installed. IMPORTANT: Be sure to download the correct update. If you have the Plus version (PC and handheld), download the Plus update. If you have the Lite (handheld only) version, download the Lite update. Installing the wrong update will cause the software to no longer recognize the registration code.
  9. After installing the update, it is asking for my registration code again. What is wrong?
    The incorrect update was installed. Plus users must install the Plus update, and Lite users must install the Lite update. Installing the wrong update will cause the software to no longer recognize the registration code.
  10. I have a new handheld, and it is not syncing to PC desktop software anymore. What do I do?
    Sometimes the data directory will change when a new handheld is installed. To correct this problem, download the full installer and run the installer again. This will correct the data directory path for the PC desktop software. This only applies to Plus version users.
  11. After you download the application you may see the following message: 'The publisher could not be verified. Are you sure you want to run this software?'
    This message is shown when you download an application from the Internet and the publisher of the software has not digitally signed the application. WakefieldSoft, LLC does not use digital signatures, "Authenticode" or otherwise. This is not a problem with files from the software. It is an issue with Internet Explorer in Windows XP SP2.
  12. The installation program on the PC is getting stuck when 'Checking for previously installed components'. What do I do?
    The installer is getting hung trying to determine if the software has already been installed on the computer. The installer does this check to determine if an update or a full install should be done. You can bypass the file check by going to Start... Run... and browse to select the .exe install file. Then, at the end of the text box listing the filename, add a space and the characters '/nc' (without quotes). The text box should then contain: '<filename and path>.exe /nc' Then, click Run, and the installer will bypass the file check when it runs.
  13. When trying to run the installer, I get an error message: 'Could not initialize installation. File size expected=[number]. Size returned=[number]'. What is wrong?
    The download did not complete successfully or got interrupted. Try downloading the file again..
Purchasing/Registration:
  1. How is the trial version different from the registered version?
    The trial version of the software and the registered version are virtually identical. The trial version limits the number of records that can be entered, and in some cases, only works for 30 days. Once a registration code is entered, the software will become fully functional. You do not need to install the software again after registering.
  2. I just purchased a product. How do I get my registration code?
    After placing an order, you will be sent a confirmation email by Handango. This email will contain your 5 digit registration code for the product(s) purchased. Please save this email for future reference. If you need your code resent, you may use this link to request the code: Resend Registration Code. Note that it may take 24 to 48 hours before your purchase is uploaded to our system.
  3. When I enter my registration code, it says 'Your hotsync ID (or Owner Name or Device PIN) and registration code do not match'. What do I do?
    If this is the first time to register the product, most likely the hotsync ID, Owner Name, or Device PIN submitted when the order was placed was incorrect. You can use this link to determine your exact hotsync ID, Owner Name, or Device PIN. Then, send us the correct hotsync ID, Owner Name, or Device PIN, date of purchase, and email used to order, and we can generate the correct registration code. Also, make sure the correct product is installed (Lite vs Plus) and the correct version number (4.x, 5.x, etc), as they require different codes.
  4. I have lost my registration code. How can I get another one?
    Your registration code is displayed on the About screen for the software on the PC and the handheld. You can also find your registration code in the order confirmation email. If you need your code resent, you may use this link to request the code: Resend Registration Code. Note that it may take 24 to 48 hours before your purchase is uploaded to our system.
  5. I installed a product on a new handheld and it is asking for my registration code. Where can I find it?
    Your registration code is sent in the order confirmation email from Handango. It is a 5 digit numeric code. If you need your code resent, you may use this link to request the code: Resend Registration Code. Note that it may take 24 to 48 hours before your purchase is uploaded to our system.
  6. After installing the update, it is asking for my registration code again. What is wrong?
    The incorrect update was installed. Plus users must install the Plus update, and Lite users must install the Lite update. Installing the wrong update will cause the software to no longer recognize the registration code.
  7. Is your ordering process secure?
    Yes, our order process is secure. All orders are processed by Mobihand.com.
Error Messages:
  1. When I enter my registration code on the handheld, it says 'Your hotsync ID (or Owner Name) and registration code do not match'. What do I do?
    If this is the first time to register the product, most likely the hotsync ID ( or Owner Name) submitted when the order was placed was incorrect. You can use this link to determine your exact hotsync ID (or Owner Name). Then, send us the correct hotsync ID (or Owner Name), date of purchase, and email used to order, and we can generate the correct registration code. Also, make sure the correct product is installed (Lite vs Plus), as they require different codes.
  2. When trying to transfer data to my Windows Mobile device, I get an error message similar to: 'The remote device database [filename] could not be deleted. Please shutdown the application on the handheld and try again.' What is wrong?
    This occurs because the application has not been completely closed on the Pocket PC. The (X) in the upper right corner of the screen only hides or minimizes Pocket PC applications. In order to completely shutdown the software on the Pocket PC, select the CLOSE menu command at the menu on the bottom of the application screen on the Pocket PC. Then try the transfer again.
  3. When trying to sync data to my Blackberry device, I get an error message similar to: 'Encountered an error during synchronization: (-2147467259)' What is wrong?
    This appears to be an error with certain versions of the Blackberry Desktop Manager. Some users have resolved the problem by installing the latest version of the Blackberry Desktop Manager, or an older version. We have tested 4.2.1.8, 4.6.0.19, and 5.0.0.11 and it works fine on those. Also, some users report that if they disable syncing organizer data, and only sync add-ins, that it will sync successfully. Please try those options to solve the error, as it appears to be a Desktop Manager issue, not an issue with our DLL.
  4. On the PC, I get an error when I start the software of:
    'Runtime error 429, Active x component cannot create object' OR
    'Runtime error 430, Class does not support automation or does not support expected interface' OR
    'An error occurred while loading data source 1. ErrorCode = 430' OR
    'An error occurred while loading. Errorcode = 5'
    What do I do?
    This error usually occurs when MDAC isn't installed at all or is not installed properly. MDAC is short for Microsoft Data Access Components which is a set of drivers that the PC companion needs for database communication. Without it the Windows version of the PC companion software will not work. On Windows 95/98/ME, MDAC must usually be installed first.

    Windows 2000/NT/ME/XP Users: Download
    MDAC 2.8 SP1 and install.
    Windows 95/98 Users: Download MDAC 2.7 SP1 and install.

    You also may need to uninstall/reinstall the PC companion software after installing MDAC.
  5. On the PC, when trying to install or start the application, I get a message about: 'Smart Sound Quick Tracks.' What is wrong?
    None of our apps use: Smart Sound Quick Tracks Plug In

    We suspect that Smart Sound Quick Tracks Plug In used a DLL that was also used by one of our apps. If Smart Sound Quick Tracks Plug In was not completely uninstalled or was not installed properly, it may be causing that message.

    The message is not from our software, but is a result of some system files not setup correctly, or may be due to Smart Sound Quick Tracks Plug In not being fully uninstalled or installed properly.

    Smart Sound is used by several applications. Here is a link to updated versions that may fix the problem. Check the link below for any application listed that you may have on your PC, then download and install that update.
    http://www.smartsound.com/support/updates.html

    If you don't think you need Smart Sound Quick Tracks, some users have just uninstalled Smart Sound to fix the problem.
  6. On my OS5 handheld, I get an error message and the error code '(Sys 0505)(0,506)'. What is wrong?
    This occurs because you have an older version of our application that was not compatible with Palm OS 5 handhelds (Palm Tungsten or Zire 71 and Sony Clie NX Series). Please download the latest version update from the appropriate download page and install the newest version.
  7. On the PC, I get an 'Error 53' or 'Error 76' message. What do I do?
    This can happen if the update was installed instead of the full version or if the data path changed due to changing handhelds. Please download the full install and run it again. Also, this can happen if the Palm Desktop software is not installed yet. Finally, if this happens on a new install, try uninstalling and reinstalling on the PC.
  8. On the PC, I get an 'Error 5' message. What do I do?
    If this is a new install, try uninstalling and reinstalling the software on the PC.

    If that does not work,
    install MDAC, then uninstall and reinstall.
  9. On the PC, I get an 'Error 62' message. What do I do?
    If this is a new install, try uninstalling and reinstalling the software on the PC.
  10. On the Palm OS handheld, I get an 'MemoryMgr.c, Line:4475, Invalid chunk ptr ' message. What do I do?
    First, be sure you have the latest update for the software product. Also, some 3rd party applications from other companies have been known to conflict with our products (One TouchPass is an example). Try downloading the latest updates for other products on your handheld as well.
Other:
  1. Why is the Lookup feature not working on BookBag Plus, VideoList Plus, or AudioList Plus?
    Our lookup is done through Amazon.com. They changed the authorization procedure for data lookups in November 2011. It will require a large amount of expense in order to use the new authorization process, and we are not able to support it now. Also, interest in these products has been waning for some time. The products will continue to function, other than the lookup issue. Users can lookup any title at amazon.com via the web, and then paste data into the program for those items. We are sorry for any inconvenience, but Amazon has done this to us before and broken the lookup process, so it is out of our control.
  2. When will you support iPhone, iPod, Android, etc.?
    At this time, only the HealthFile, InfoSafe, and PDACookbook apps will be converted to LIVE versions for web access.
  3. Why am I not able to Find or search on my Blackberry device?
    Some models require Compatibilty mode to be off under Options / Advanced Options / Applications
  4. Will the software work on webOS (Palm Pre and Pixi)?
    Yes, under Classic 2 and higher from MotionApps, any of our products for Palm OS will also work on webOS handhelds. Classic 2 even added hotsync support for Palm OS apps. Read more about Classic 2 at MotionApps.
  5. Will the software work on Windows Vista?
    The software will work on Windows Vista, however some settings need to be changed for older version 4 products. Note that version 5 and higher products will run on Vista without any changes. Before running or installing the software on Windows Vista, please follow these steps:
    1. Go to Start
    2. Click Control Panel
    3. Click User Accounts and Family Safety
    4. Click User Accounts
    5. Click Turn User Account Control On or Off
    6. Click Continue (if asked)
    7. UNCHECK the Use UAC Control checkbox
    8. Click OK
    9. Restart the computer
    10. Run the installer again

    For Palm users, the above steps will need to be done before installing the Palm Desktop sofware as well. We also recommend that you use Palm Desktop version 6.2 or newer and Hotsync manager version 7.0 or newer, which are Vista compatible versions from Palm.com.

    After the install is complete, you can turn UAC back on. If you do this, you will also need to do the following: Find the icon under Start / Programs, right click the icon and select Properties, go to the Compatibility tab, check the Run as Administrator box, click Apply, then OK.

  6. I would like to have the software on CD for backup purposes. Can I order a CD-ROM?
    We are unable to mail CDs.
  7. How do I backup my data files on the PC?
    The best way to backup your data is to use the File, Backup menu command from within the PC software for Plus versions. You can also manually backup the files in the directories listed in the backup question.
  8. Data is not synced between the handheld and the PC for the software. What is wrong?
    There are several possible causes for this problem:

    For Palm OS users...

    For Pocket PC or Windows Mobile users...
    • Open ActiveSync, then select the Tools/Options menu item. Make sure the checkbox for [appname] is selected.
    • If a checkbox is not visible, please remove any SD or memory card from the handheld, then run the installer again to install to main memory.
    • If the checkbox is checked, but an 'Unresolved Items' message is displayed, disconnect the handheld from the PC, start [appname] on the handheld, then Close the software using the Close menu item at the bottom of the screen. Also, make sure the PC software is not running and closed on the PC as well. After doing this, reconnect the handheld to the PC. It may be necessary to disconnect/reconnect one more time to resolve all items.

    For Windows Mobile 5 and other users with Activesync 4.x installed (or wanting to manually transfer data)... You can bypass the automatic Activesync synchronization and use a manual sync mode. This is useful if you have problems with Activesync auto-synchronization, or if you prefer to only sync when manually specified. To use the manual sync, do these steps:
    • Open ActiveSync, then select the Tools/Options menu item. Make sure the checkbox for [appname] is NOT selected
    • From the PC companion software, use the File / Transfer Data to Handheld menu command to send all data from the PC to the handheld.
    • From the PC companion software, use the File / Retrieve Data from Handheld menu command to retrieve all data from the handheld.
  9. I am a Mac user. Will you be creating desktop software for the Mac?
    We do not currently see a high enough demand to justify the cost of developing Mac desktop software for our applications. Doing so would jeopardize our ability to stay in business and serve existing customers. We do have Mac users that are successful in running the Plus version of our software under Virtual PC. We suggest this method as a way to run the Plus version of our products on a Mac. You can use these steps to install the PC Plus version on your Mac:
    1. Install Virtual PC.
    2. Configure Virtual PC to recognize Mac USB ports (this may or may not be necessary, see Virtual PC documentation).
    3. Install Palm Desktop, remember to use the correct username, the same as your PDA.
    4. Download the MDAC update and install it.
    5. Install the Plus version of the software.
    6. Sync your PDA. It takes a while, so don't panic! It is a complete sync from scratch so if you have a lot on your PDA it takes a few minutes.
    7. Restart Virtual PC.
  10. Does your software support external memory/storage cards?
    Our products must be stored on the device's internal memory (RAM) so that the hotsync conduit will function properly and so that the program file can find the data files. We hope to support external memory/storage cards in the future. We have many users who run PowerRun or ZLauncher or Launcher X to allow the application and data to be stored on a memory card. We have not officially tested these options yet, but it is one possible solution. For more information on memory card support and possible solutions, see our memory card support document.
  11. Where are the data files located on my PC?
    The data files used by the PC and the conduit are located in a directory similar to C:\Palm\<username>\<product>. This may vary from installation to installation. The files all end with the .cdb extension. There are also backup copies of the handheld database files (<product>*.pdb files) saved in the C:\Palm\<username>\Backup directory.

    Alternately, you can find the exact directory that the data is stored in by using NotePad to open the <product>.ini file found in the C:\Program Files\<product> directory. The 'DataPath=' line in this .ini file will give the exact location of the data files on the PC.
  12. How do I delete the software?
    For Plus versions, you can delete the software from Start... Control Panel... Add/Remove Programs. Find the software in the list and select Remove. To remove the software from your handheld, first tap the Home icon next to the graffiti area, then tap the Menu icon below the Home icon. Select Delete... from the menu that is displayed, then find the software in the list, and tap Delete to remove it from the handheld.
  13. On the handheld, one of the sort options does not appear to show all of my data correctly?
    Sometimes during an upgrade or for other reasons one of the sort indexes gets out of sync. Often, this can be corrected by rebuilding that sort index. To do this on the handheld, do the following:
    1. Start the application on the handheld
    2. Tap the Prefs button on the main list screen
    3. UNcheck the sort in question on the preferences screen
    4. Tap Done
    5. Tap the Prefs button on the main list screen again
    6. CHECK the sort in question on the preferences screen
    7. Tap Done
    8. The sort index will now be rebuilt. Wait for it to finish
    9. Hotsync the handheld to copy the rebuilt index to the PC
  14. In AudioList Plus, the software hangs when I try to access FREEDB. What do I do?
    Some users have reported problems running ZoneAlarm when trying to lookup CDs with FREEDB. Also, AudioList has two methods of connecting to FREEDB. From the Edit... Options... menu, try selecting the other method of connecting to FREEDB.

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