New m500 will NOT perform initial hot sync

[Wes Osborn]

I upgraded from a IIIxe (which refused to hot sync to a Com port). Now the new m500 refuses to hot sync to a USB hub. I've tried a complete uninstall, reinstall, different USB ports, etc. When I press hot sync, the computer (a Pentium 4) tries to update the hardware database, which crashes. The Rundll crashes. Then the palm times out. Any suggestions, other than keeping my address book and scheduler on paper from now on?

Apparently I'm not the only one with this problem, as a coworker has experienced the same problem.

[Steve T]

I've found the m500 series to be somewhat better than the Handspring Visors in handling USB hubs.

Stupid question, I know, but have you confirmed you can do a HotSync directly to your system's USB port? (i.e. bypassing the hub).

If so, I'd first suggest you visit the USB hub vendor?s web site to ensure that you have the most currently updated driver, install that driver, and see if it works.

Also, what's your USB hub make and model? It would be interesting to see if others here have similar problems with the same kit.

Cheers
Steve T

[Wes Osborn]

Steve: Yes. I tried bypassing the hub and went directly to the root USB. Same results. This is most frustrating. The Curtis website, which I visited some time ago, has very little information on their hub. I keep plugging away. Thanks for the reply. Any other suggestions?

Wes

[Steve T]

Ah, so the problem *isn't* hub related? You get the error even on direct connection to the USB port? And I gather the USB port works with other devices?

Do you see a Palm device when you go to your PC's Device Manager? If so, I'd suggest you delete that device, then try a fresh HotSync.

However, it could be the device itself is bad, or a faulty cradle. There have been some m505 USB issues reported recently, but the symptoms are different from yours, so I don't think that's related.

I'd suggest you contact Palm support. They'll walk through the steps needed for them to decide if they need to send you a new cradle or device. And don't use the hub during the support session, as that'll probably confuse the issue.

Let me know what happens.

Cheers
Steve T

[biglig]

WIld idea, did you upgrade from the earlier Palm desktop? So could it maybe think the cradle is on the serial port?

Does your PC detect the Palm as a new USB device

[Ben S]

And if you have installed Palm Desktop 4.0.1, have you turned on USB sync support (right-click on the HotSync icon, make sure "Local USB" is checked).

Also, make sure you have USB enabled in your PC's BIOS and if your hub is unpowered, try powering it if it supports it -- that usually helps USB connection issues.

[Wes Osborn]

OK here goes...

The system recognizes the USB hub, and I use it with a flash card device to download digital pictures.

I do NOT have the hub connected to a power source, as it will not boot when I do this.

Local USB is checked.

The PC is a PowerSpec from MicroCenter. We have an IBM PC (I know... that's heresy at my company) here at work which is doing the same thing... not working with Palm.

I do NOT see the Palm device in the device manager.

I will bring the cradle to work tomorrow to see if it works on other computers here.

We refuse to lose so I will keep at this until it's solved. Thanks everyone for your ideas.

[Steve]

I'm sorry to say that this is a well-documented issue that we've been following on Brighthand for a while. You can find the most information on it at this link on PalmInfocenter.

http://www.palminfocenter.com/view_Story.asp?ID=2557

[imported_Kathy]

Steve B's link to the discussion thread is most useful. Referring to the information provided on that, I have an "enhanced m500" that just stopped hot syncing. Not happy as this is my 3rd m500 with this issue. The shipping costs of getting replacements are starting to add up. The enhanced version was supposed to solve this problem. I don't really know where to go from here. Any help?

[Wes Osborn]

Thanks, Steve. Looks like it's a systemic problem in the Palm hardware. The question now becomes: how committed are they to fixing it and when?

Wes