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FAQs & Tech Support

PocketRetriever Basics

 

Will PocketRetriever™ work with my Handspring Visor or TRG Pro?

 

I want to use PocketRetriever™!  What do I need?

 

Is this product for the PC only?

 

I tried to retrieve a large file, and got a message "couldn't write to file database" What's wrong?

 

I loaded PocketRetriever on my PC and handheld, but I can't get pictures to load on my handheld. What should I do?

 

I downloaded the full version of PocketRetriever™, now what do I do?

 

The download is over 5 megabytes, how much space does it take on my handheld?

 

How do I add files to my handheld?

 

How do I remove files from my handheld?

 

How many files can I store in my handheld?

 

How do I remove PocketRetriever™ from my PC?

 

How do I remove PocketRetriever™ from my handheld?

 

The HotSync operation is taking a really long time. How can I speed it up?

 

Can I use PocketRetriever over a network with an ISDN, DSL router/modem or other connectivity device?

 

I still have questions. How do I contact someone for more help?


PocketRetriever Basics

Here's the absolute minimum you need to use PocketRetriever:

  • PC running Windows 98/NT/2000

  • Palm OS compatible handheld device running Palm OS 3.0 or higher (Click here for a list of devices)

  • Palm Desktop installed on the PC

  • Hot Sync cable or cradle, attached to PC

Every PC and handheld that you use to beam, receive, retrieve, upload, view files must have PocketRetriever installed.

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Will PocketRetriever™ work with my Handspring Visor or TRG Pro?

Yes! PocketRetriever will work with any handheld devices running Palm OS™ 2.0 or higher. (Some features, such as beaming, will not be available on some models.)

That includes the Handspring Visor™ and Visor Deluxe™, TRG Pro™, Palm Pilot™, Palm Professional™, and Palm III™, IIIc™, IIIe™, IIIx™, IIIxe™, V™, Vx™, and VII™.

 

I want to use PocketRetriever™!  What do I need?

PocketRetriever uses the HotSync operation to transfer information between your handheld and PC. You will need to configure your PC and handheld to support the remote HotSync operation. If you want to use PocketRetriever with your handheld connected to your cell phone, you will need to set up your handheld and PC to support a modem HotSync operation. For more information on HotSync, please consult your user manual or visit the Palm Computing web site at http://www.palm.com. The book, "Palm Pilot, The Ultimate Guide" by David Pogue is also very helpful.

 

In addition to your handheld and PC, you will need a data-capable phone/modem, cellular service that supports data, and a cable to connect your handheld to your cell phone/modem. Most phone manufacturers refer to these cables as "web connection kits", and they connect to a HotSync cradle or cable.

For more information on using your cellular phone to perform a HotSync operation remotely, check with your cellular service provider or phone manufacturer:

Sprint

Nokia

Qualcomm

Sanyo

Samsung

Motorola

Nextel

 

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Is this product for the PC only?
Yes. Retriever™ supports Windows 95, 98, NT, and 2000. PocketRetriever will not run on Mac systems.

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I tried to retrieve a large file, and got a message "couldn't write to file database" What's wrong?

You are either using an older Palm OS (earlier than 3.0), or you have run out of memory on your handheld. If you are out of memory, try removing some files from your handheld.

 

I loaded PocketRetriever on my PC and handheld, but I can't get pictures to load on my handheld. What should I do?

Because PocketRetriever relies on the HotSync process to transfer pictures, it is important that the correct files are loaded on your PC. Other programs may replace or move these files when installed.

 

The first step to try is to re-load PocketRetriever:

  1. Use the Control Panel > Add/Remove Programs to remove PockerRetriever from your PC. (You don't need to uninstall it from your handheld.)

  2. Re-install PocketRetriever. (If you are prompted to overwrite existing files during the installation, click Yes.)

  3. Perform a HotSync operation.

If you are still having problems, you will need to re-install the Palm Desktop:

(Note: If you do not have the latest version, you can download it at no charge from www.palm.com.)

  1. Use the Control Panel > Add/Remove Programs to remove the Palm Desktop from your PC.

  2. Re-install the Palm Desktop. (If you are prompted to overwrite existing files during the installation, click Yes.)

  3. Re-install PocketRetriever. (If you are prompted to overwrite existing files during the installation, click Yes.)

  4. Perform a HotSync operation.

I downloaded the full version of PocketRetriever™, now what do I do? (Note: If you previously installed an evaluation copy, or an older version of Retriever, uninstall it using the Control Panel in Windows before proceeding.)

When you download PocketRetriever™ from a retail site, you receive a file called Retriever10.EXE.  Double click on it to install it.  PocketRetriever.prc will be added automatically to your install list, and be installed on your handheld the next time you HotSync.  You can then run the PocketRetriever File Manager™ from the Windows Start menu under Start/Programs/Dream House.  Select the files you wish to download to your handheld, and the next time you perform a HotSync(R) operation, your files will be transferred to your handheld.

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The download is over 5 megabytes, how much space does it take on my handheld?
Although the download is large, PocketRetriever™ only takes less than 50K on your handheld (It may take more on the Palm IIIc).  The amount of space each file takes depends on the individual file.  Files that you store on your handheld in native (PC) format are limited to 64K. Most of the download supports the PocketRetriever File Manager™ that runs on your PC.  The download is big so that PocketRetriever can support a number of file transfer options, and give the greatest flexibility for remote file access.

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How do I add files to my handheld?
There are three ways to transfer files to your handheld using PocketRetriever:

  1. Use the File Manager to select files to download to your handheld, either in converted (Palm organizer) or native (PC) format.

  2. Pull files from your handheld by using PocketRetriever's Search and Retrieve functions. 

  3. Have another handheld user beam you files from their handheld. (Both handhelds must have PocketRetriever installed.) 

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How do I remove files from my handheld?
In PocketRetriever, go to the file list and select a file. Tap the Menu button and select Delete File from the Edit menu. If you want to delete all files in this category, select Delete All in Category.  If you want to delete all files, make sure you have selected All from the category list in the upper right corner, then tap the Menu button and select Delete All in Category from the Edit menu.
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How many files can I store in my handheld?
The number of files you can store on your handheld is dependent on three factors: the size of the files you have stored, the amount of RAM your handheld has, and the size requirements for other applications and files you have loaded. To determine the amount of available memory on your handheld, tap the Application button, then tap the Menu button and select Info from the App menu. The amount of free memory will appear at the top of the screen.

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How do I remove PocketRetriever™ from my PC?
Use the Add/Remove Programs Control Panel. Please consult Microsoft Windows Help for more information.

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How do I remove PocketRetriever™ from my handheld?
Please consult the manual that came with your handheld. You can remove PocketRetriever as you would any other application.

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The HotSync operation is taking a really long time. How can I speed it up?

If you only want to synchronize PocketRetriever, it's easy to speed up the process--turn off the other conduits.

 

From the desktop, use HotSync Manager:

  1. Click once on the HotSync Manager icon in the Windows task bar.

  2. Select Custom from the pop-up menu.

  3. Click once on a conduit to highlight, then click the Change button.

  4. Click the radio button marked "Do Nothing".

  5. Click OK.

  6. Repeat for each conduit. (except PocketRetriever)

  7. Click Done when you have set all conduits to "Do Nothing".

The next time you perform a HotSync operation, only PocketRetriever will be synchronized, then these settings will revert back to the default for each conduit. 

 

From the handheld, use the HotSync program:

Note these settings will only apply when you are running a modem/cell phone HotSync. It will not affect a Local HotSync.

  1. Tap the applications button.

  2. Tap the HotSync icon.

  3. Tap the Menu button and select Conduit Setup from the Options menu.

  4. Uncheck the box for each conduit. (except PocketRetriever)

The next time you perform a HotSync operations, only PocketRetriever will be synchronized. The settings will remain the same until you change them.

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Can I use PocketRetriever over a network with an ISDN, DSL router/modem or other connectivity device?
Yes, but first you must be sure that you can communicate with the remote computer. This would be the computer at the other end of the network with the files that you want to retrieve. Many networks have firewalls or other devices and methods to block such communications from outside their network. Also, the Palm must recognize the device that you use to connect as a Hot Sync device. Computers with serial ports, Palm modems, Palm wireless modems, and HotSync with Cellular modems are all supported, as well as the Palm VII.

Setting up TCP/IP remote HotSync:
The computer that has the files you want to retrieve will be referred to as the Host, and the device you have your handheld physically connected to will be referred to as the client.

1. Install additional Palm software:
The Host must be the Primary PC for the Palm. The Host and Client must be connected in some way, either by a Local Area Network (LAN), Wide Area Network (WAN) or by Public Internet. Both must have Retriever and the latest HotSync software from Palm computing, including MSCHAP.exe- (http://www.palm.com/support/downloads/mschap.html) and the latest version of Palm Desktop/HotSync manager (http://www.palm.com/support/upgrade/)

2. Get IP address from HOST:
To gain access to your remote computer you must know the IP address of the computer you want to retrieve files from (Host).

On Win9x:
Go to Start > Run. Type " WINIPCFG" (no quotes) and click OK.
This will bring up a window that tells you the IP address. 
(You are looking for the "Ethernet Adapter IP Address". The window may open up with the "PPP" or some other address selected in the drop down box. Click on the right arrow to select Ethernet Adapter.)

On WinNT:
Go to Start > Settings > Control Panel
Double-click on Network
Click on the Protocols tab
Click once on TCP/IP to highlight, then click Properties

Write down the IP Address, which will be a series of four numbers, separated by "."
Ex: 192.167.143.12 (actual numbers are specific to your network)
You will need this IP address to check connectivity to your computer and to set up HotSync on your handheld.

3. Confirm connectivity to HOST from CLIENT:
From the Client, go to Start > Run. Type the word "ping" (no quotes), a space, and the IP Address of the Host. (Ex: ping 192.167.134.12)
Click OK.
A DOS window will open and text will appear.
If there is a reply from your Host machine, it look like "Reply from 192.167.134.12, etc.
If the message you receive is similar, you are successfully connected to the Host.
If you get any message other than above, you cannot Hot Synch over the network, and should contact your System Administrator.
If you got a Reply from your Host, you're ready to configure your HotSync Manager and Palm.

Configuring your Palm, Host and Client machines:
The following assumes that you are able to HotSync your palm locally to your Host, and have already done so. 
If you cannot do this, please refer to the user manual that came with your handheld, or the Palm Computing web site: http://www.palm.com

The Host and Client machines must both have the HotSync Manager installed and running. 
On the HOST, right click the HotSync Manager Icon (in the lower right hand corner of your desktop) and check that both "Local" and "Network" options are checked.
Right click the icon again and select "Setup" from the menu.
Click the "Network" tab and select the correct User from the drop down 
Click "TCP/IP Settings" button, and confirm that the IP address (numbers) is correct.

On the Client confirm that the HotSync cradle is connected, and that you are able to perform a local HotSync.
Right click on the HotSync Manager icon and confirm that both "Local" and "Network" options are checked.
(It is not necessary to know the IP address of this machine.)

On the Palm, go to the HotSync Manager, and tap the "Menu" icon, and select "Primary PC Setup"
Enter the Host IP address under "Primary PC Address. The Primary PC Name and Subnet Mask are optional.
Tap "OK"
Tap the "Menu" icon again, and select "LanSync Prefs"
Tap on "LanSync" and tap "OK".
Note: If you are using a modem, but are connecting to the Host machine through the network, or Public internet, (not directly) you'll need to select "Modem Sync Prefs" from the menu and tap "Network"

You should now be able to perform a HotSync operation from your Client, connecting to your Host. 

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I still have questions. How do I contact someone for more help?

You can send us e-mail at support@dreamhs.com

Copyright 1999-2001, Dream House Software, Inc.  PocketPhoto, PocketRetriever, Control Pad, and AnyWhereMobile are trademarks of Dream House Software, Inc. Palm Computing is a registered trademark and the Palm Computing platform logo is a trademark of Palm Computing, Inc..  All other trademarks are the property of their respective owners.