Port error installing Palm software
If you get an error similar to HotSync Manager Could not open port COM1 Please verify that COM1 is available and make any changes in HotSync Setup. Your synchronizing software may be unable to find your com port. You may also see the error The connection between your Palm III and the desktop could not be established. Please check your setup and try again. The first step is to shutdown your machine, remove the Palm from the cradle, unplug the cord and plug it back in again and return the Palm to the cradle. The error will also occur if the Com port is not properly enabled or if there is a conflict for port resources.
Click on the kind of machine you are using for further instructions
Errors trying to install the Palm to the laptop
Laptop - NT4
To check whether Com 1 is active:
Select Start, then Settings, then Control Panel.
Double-click on the Ports icon to open it.
You should see Com 1 and Com 2 listed there. If you see that Com 1 is below Com 2, then that might indicate that your port is misconfigured.
On the laptop the most common serial port problem occurs because the serial mouse has been defined to use the serial port. In most cases you have only two serial ports, Com 1 is most often defined to use the external serial mouse, and Com 2 is generally required for your modem. To use the synchronizing software on your NT machine you will need to free up the Com1 serial port. You cannot use the same port as the modem uses.
The instructions below will help you disable the serial mouse to free Com 1. If you want to use an external mouse try obtaining a PS/2 port Y splitter. Then you can plug your mouse and keyboard into the same port, freeing the serial port for the Palm. Note: if you use a Y splitter and it doesn't work the first time try switching the keyboard and mouse plugs. That is, connect the keyboard to the plug marked "mouse" and the mouse to the plug marked "keyboard." For more information on the splitter see Eureka! documents 39067 — PS/2 Y splitter doesn't work and 75090 — Order a Y-splitter to use mouse and keyboard on PS/2 port.
To disable the serial mouse on your NT4 system:
Make sure your machine is OFF when you hook everything up
Disable the serial mouse
To disable the serial mouse driver on your Win NT 4.0 machine, follow these steps:
Close all open programs (e.g. Word, Excel, Lotus Notes etc. should all be closed before you begin.)
Select Start, then Settings, then Control Panel.
Double-click on the Devices icon to open it.
Scroll down to Serial mouse (or Sermouse).
Click on Star tup.
For Startup Type select Disabled and click on OK. You may get a message that "Changing the Startup Type for the Serial Mouse Driver device may leave the system in an unusable state. Do you want to make the change?" Select Yes.
Click on Close to close the Devices menu.
Click here to go back to the beginning of this document.
Errors trying to install the Palm to the desktop
If the error you are getting either indicates that a com port is not available or if the software cannot locate the cradle then you may need a change in the bios setting of your desktop. If you have any other device, such as the serial mouse, configured to use the serial port you may not be able to use both that device and the Palm synchronizing cradle. To uninstall the serial mouse see the instructions above for the laptop. The serial mouse is not ordinarily installed on the desktop so that would be an unusual cause for the problem.
Users of the Toshiba Equium desktop have experienced some problems installing computer peripherals, such as the Palm Pilot, that use the serial port. The user will get an error that either indicates that a com port is not available or the software cannot locate the cradle. To correct the problem the ports must be reconfigured in the BIOS. Open a NorthStar ticket to make an appointment for service. Be sure to include your contact number. Describe the problem in detail, especially the steps you took to try to correct the problem. You will be contacted by the appropriate party. For more information on creating the NorthStar ticket, see Eureka! document 39068 — How to submit a computer or peripheral for repair.
Click here to go back to the beginning of this document.
Errors trying to install the Palm to the laptop
Laptop - On the laptop the most common serial port problem occurs because the serial mouse has been defined to use the serial port. In most cases you have only two serial ports, Com 1 is most often defined to use the external serial mouse, and Com 2 is generally required for your modem. To use the synchronizing software on your NT machine you will need to free up the Com1 serial port. You cannot use the same port as the modem uses.
Verify that Com 1 is installed and operating normally. To do so access Device Manager. Device manager can be accessed by going to Start>Settings>Control Panel>System. Click on the Hardware Tab, then click on Device Manager.
Next Expand the
Ports (COM & LPT) by clicking on the Plus sign.
Double click on the Communications Port (Com1)
Read the Device Status to verify that it is working properly. Also read the device usage at the bottom of the screen and verify that it reads : Use this device (enable).
If either of these are incorrect troubleshoot the device issue using the troubleshooter button. Or contact Technical Support Operations for assistance in troubleshooting this conflict.
If you have added additional hardware other than your Palm Cradle it may be using the Com 1 port. In most cases it is the internal Toshiba modem that is misconfigured. This device should be running on Com 2. Let's now verify that the modem is not on Com 1. You should still have device manager open, if not reopen it using the steps outlined in step one. This time click on the + sign to maximize the Modems section. Then double Click on the Toshiba Internal Modem.
Next Click on the advanced tab. Finally click on the Advanced Port Settings button. You will see the Com port that the Modem is using. It should read Com 2. If it is anything other than that, change it to Com 2. Click OK and OK again. Attempt to HotSync. If you are still not seeing any activity on your computer or hearing the Hotsync chimes contact Technical Support Operations
If you want to use an external mouse try obtaining a PS/2 port Y splitter. Then you can plug your mouse and keyboard into the same port, freeing the serial port for the Palm. Note: if you use a Y splitter and it doesn't work the first time try switching the keyboard and mouse plugs. That is, connect the keyboard to the plug marked "mouse" and the mouse to the plug marked "keyboard." For more information on the splitter see 39067 — PS/2 Y splitter doesn't work and 75090 — Order a Y-splitter to use mouse and keyboard on PS/2 port.
There are also some known issues with regard to some Toshiba Tecra 8100's. The resolution is currently being researched. If have followed the above instructions you are still having a problem with the port contact Technical Support Operations. Open a NorthStar ticket to make an appointment for service. Be sure to include your contact number. Describe the problem in detail, especially the steps you took to try to correct the problem. You will be contacted by the appropriate party. For more information on creating the NorthStar ticket, see Eureka! document 39068 — How to submit a computer or peripheral for repair.
Click here to go back to the beginning of this document.
Errors trying to install the Palm to the desktop
If the error you are getting either indicates that a com port is not available or if the software cannot locate the cradle then you may need a change in the BIOS setting of your desktop. If you have any other device, such as the serial mouse, configured to use the serial port you may not be able to use both that device and the Palm synchronizing cradle. To uninstall the serial mouse see the instructions above for the laptop. The serial mouse is not ordinarily installed on the desktop so that would be an unusual cause for the problem.
Users of the Toshiba Equium desktop have experienced some problems installing computer peripherals, such as the Palm Pilot, that use the serial port. The user will get an error that either indicates that a com port is not available or the software cannot locate the cradle. To correct the problem the ports must be reconfigured in the BIOS. Open a NorthStar ticket to make an appointment for service. Be sure to include your contact number. Describe the problem in detail, especially the steps you took to try to correct the problem. You will be contacted by the appropriate party. For more information on creating the NorthStar ticket, see Eureka! document 39068 — How to submit a computer or peripheral for repair.
Click here to go back to the beginning of this document.
Created by the PeopleSoft Knowledge Management Team.
Copyright © 2000, 2002
All rights reserved.
Created: db 04/26/2000
Revised: db 10/09/2002